Live Chat Software
November 27 - 30, 2018
B Resort & Spa, Lake Buena Vista, FL

Main Conference Day 3 11/30/2018

8:30 am - 9:00 am COFFEE & REGISTRATION

9:00 am - 9:05 am CLN OPENING REMARKS

9:05 am - 9:10 am CHAIRMAN’S OPENING DAY THREE

Company culture is one of the most important factors candidates consider about a potential employer. If the organization’s atmosphere, values and aims don’t align with
their own, there is little chance that they would choose to join a business. Find out how culture drives people to want to work at a company and keeps existing employees
engaged. In this fireside chat, find out how to create a culture that attracts and retains amazing talent while delivering world-class service.
• Understand the life strategies and needs of your team
• Set up an environment for employees to thrive and provide leadership development
• Embrace rapid growth and global expansion
• Develop a comprehensive training platform and e-learning modules

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Anthony Diaz

Chief Executive Officer
Sixthman, a wholly owned subsidiary of Norwegian Cruise Line

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Andy Levine

Founder and President
Sixthman, A wholly Owned Subsidiary of Norwegian Cruise Line

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Wendy Welser

Director, Customer Service Technical & Performance Group
Veolia North America

9:50 am - 10:30 am The Shifting Paradigm: Welcome Learning Ecosystem

Casper Moerck - Head of Learning Technology, Global Learning Campus, Americas Siemens
In a world where learning technology is exploding – new apps, new solutions - the landscape is evolving faster than ever.  The CLOs of today and tomorrow are not just managing people but an entire ecosystem of technology.  What is the current state of learning technology and what will the future look like in 2025? 
·         Pinpointing the skills needed to prepare for a learning paradigm shift
·         Understanding and managing a learning ecosystem
·         Managing a plethora of applications and systems  
 
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Casper Moerck

Head of Learning Technology, Global Learning Campus, Americas
Siemens

10:30 am - 11:10 am MORNING COFFEE AND WINNER TAKES IT ALL PRIZE GIVEAWAY

CX TRAINING

11:10 am - 11:50 am Digital Learning EcoSystem: Replicating the Consumer Experience
• LMS systems are usually clunky – how can you replicate the consumer
experience?
• Replicating the apps on phone user experience in the learning environment
• Providing enjoyable content and good recommendations

L&D ESSENTIALS

11:10 am - 11:50 am Transitioning a Transactional Workforce into a Strategic Workforce
Erick Sawyer - Director of P&C Quality Assurance USAA
Discover how USAA is focusing on upskilling talent and sourcing the right talent
throughout the country. Technology is changing the job, but not replacing the job.
Hear about USAA's roadmap for reskilling employees including: taking the existing
workforce and moving them into new roles, sourcing the right talent, and meeting
employees "where they are" through an extensive home based program.
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Erick Sawyer

Director of P&C Quality Assurance
USAA

CX TRAINING

11:50 am - 12:40 pm AI’s Disruption on your CX Training
• Use AI for improving operations, increasing efficiency, and maximizing profit
• Track variables that help increase efficiency to get as granular as possible with
your data
• Collect employee training data – such as length of time employee spends on
information for measurable results

L&D ESSENTIALS

11:50 am - 12:40 pm Strategies on Developing and Nurturing a Multigenerational Workforce
Gerard Camacho, MPA, JCDC - Director of Career Development, Office of Talent Management Parkland Hospital
• An overview of the drivers in radical transformation, specifically demographic
changes and technological disruption
• A specific look into Millennials, who are changing how organizations hire,
manage, and retain talent
• Conduct needs analyses to identify what workers really want, especially in
catering to flexibility, continuous learning, and recruiting older talent
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Gerard Camacho, MPA, JCDC

Director of Career Development, Office of Talent Management
Parkland Hospital

In this closing keynote panel, discover how to develop a “tech and touch” strategy to balance technology and human interaction.  Gain insight on how to get your team ready for disruptive technology integration. 
Share knowledge across geographically diverse locations
Implement design thinking and new technologies to maintain competitive
Get people ready for changes around technology implementation and accelerate adoption

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Michelle Prince

Senior Vice President, Global Head Learning & Development
Randstad Holding nv

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Robert David

Leadership Development Partner & Coach
University of California Berkeley Berkeley Institute for Leadership Development (BILD)

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Dean Hoke

Board of Directors
USDLA

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JD Dillon

Founder and Principal
LearningGeek

1:20 pm - 1:30 pm CHAIRMAN’S CLOSE OF CONFERENCE

1:30 pm - 2:50 pm CUBIC AWARDS LUNCHEON

2:50 pm - 2:50 pm CLOSE OF CONFERENCE