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Tuesday | April 9

10:00 AM – 7:00 PM
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Registration Open

Room: Regency Foyer
12:00 PM – 1:00 PM
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Lunch for Workshop Participants

Room: Regency Ballroom
1:00 PM – 5:00 PM
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Master Class Workshop: Affording Free Shipping: Playbook to Cut Parcel Shipping Costs Up to 25%

Room: Hyatt | Madison
1:00 PM – 5:00 PM
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Master Class Workshop: Offering the Optimal Customer Experience

Room: Hyatt | Fayette
1:00 PM – 5:00 PM
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Master Class Workshop: Refining and Improving the Omnichannel Model

Room: Hyatt | Morrow
1:00 PM – 5:00 PM
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Master Class Workshop: The Fundamentals of Operations & Fulfillment

Room: Hyatt | Fairfield
2:00 PM – 4:00 PM
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Facility Tour: Abercrombie & Fitch

Room: Hyatt Lobby
5:00 PM – 7:00 PM
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Welcome Party - Exhibit Hall Preview & Reception

Room: Exhibit Hall

Wednesday | April 10

7:00 AM – 6:00 PM
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Registration Open

Room: Regency Foyer
8:00 AM – 8:50 AM
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Breakfast + Roundtables

Room: Regency Ballroom
9:00 AM – 10:00 AM
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Keynote Presentation

Room: Regency Ballroom
10:00 AM – 10:30 AM
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Coffee Break in the Expo Hall

Room: Exhibit Hall
10:00 AM – 6:00 PM
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Expo Hall Open

Room: Exhibit Hall
10:35 AM – 11:25 AM
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Balancing Self-Service and Hands-On Support in Customer Care

Room: Theater 1
10:35 AM – 11:25 AM
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Fulfillment Network Expansion: The Pros and Cons

Room: Theater 2
10:35 AM – 11:25 AM
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How Sustainable are Rising Shipping Costs?

Room: Theater 4
10:35 AM – 11:25 AM
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Data Scientists: The New Rock Stars, Sans Lab Coats

Room: Theater 3
11:35 AM – 12:25 PM
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Shifting Gears: Preparing Your CS Team for New Channels, Opportunities

Room: Theater 1
11:35 AM – 12:25 PM
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Omnichannel, Unified Commerce and Profitability: Can They Get Along?

Room: Theater 3
12:30 PM – 1:45 PM
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Lunch and Keynote Presentation

Room: Regency Ballroom
1:50 PM – 2:40 PM
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Handling Challenges: Preparing Agents Who Rock at Resolution

Room: Theater 1
1:50 PM – 2:40 PM
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Speeding Up Urban Fulfillment: Exploring Same-Day, Next-Day and Two-Day Options

Room: Theater 2
1:50 PM – 2:40 PM
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Go Like a Pro: Upping Your Contract Negotiation Game with UPS, FedEx

Room: Theater 4
1:50 PM – 2:40 PM
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Improving Store Inventory Accuracy with Carrots and Sticks

Room: Theater 3
2:40 PM – 3:15 PM
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Energy Break in the Expo Hall

Room: Exhibit Hall
3:20 PM – 4:05 PM
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Bringing Brick-and-Mortar Personalization Online for Your Customers

Room: Theater 1
3:20 PM – 4:05 PM
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Pop-Up DCs to the Rescue: Flexible, Economic Solutions for Peak Expansion

Room: Theater 2
4:15 PM – 5:00 PM
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Social Listening and the Customer: The Eyes and Ears of Your Brand

Room: Theater 1
4:15 PM – 5:00 PM
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Try Before You Buy: Great Opportunity or Returns Tsunami Risk?

Room: Theater 2
4:15 PM – 5:00 PM
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Navigating Multi-Carrier Rate Shopping to Meet Customer Delivery Promises

Room: Theater 4
4:15 PM – 5:00 PM
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Recognizing and Celebrating Women in Omnichannel

Room: Battelle Grand Mezzanine
5:00 PM – 6:00 PM
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Pub Crawl in the Expo Hall

Room: Exhibit Hall

Thursday | April 11

7:30 AM – 10:00 AM
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Registration Open

Room: Regency Foyer
8:00 AM – 8:50 AM
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Breakfast + Roundtables

Room: Battelle Grand
8:30 AM – 12:00 PM
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Expo Hall Open

Room: Exhibit Hall
9:00 AM – 9:50 AM
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Fostering a Culture of Gender Equality in Customer Care

Room: Theater 1
9:00 AM – 9:50 AM
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Balancing Packaging Sustainability, Protection, Loyalty and the Bottom Line

Room: Theater 2
9:00 AM – 9:50 AM
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The Shipping Capacity Crunch: What’s the Latest, What You Can Do

Room: Theater 4
9:00 AM – 9:50 AM
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Knowing How and When to Move to Distributed Order Management

Room: Theater 3
10:00 AM – 10:45 AM
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Insourcing vs. Outsourcing Customer Care: The Pros and Cons

Room: Theater 1
10:00 AM – 10:45 AM
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To FBA or Not to FBA: That is the Question

Room: Theater 2
10:00 AM – 10:45 AM
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Strategies for Successful Cross-Border Expansion

Room: Theater 4
10:00 AM – 10:45 AM
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Transitioning from Traditional to Omnichannel Distribution

Room: Theater 3
10:45 AM – 11:25 AM
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Coffee Break in the Expo Hall

Room: Exhibit Hall
11:30 AM – 12:15 PM
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How Voice Tech is Changing the Game in Customer Care

Room: Theater 1
11:30 AM – 12:15 PM
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Getting Maximum ROI from Your Systems Investment

Room: Theater 2
11:30 AM – 12:15 PM
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Analyzing Carrier Accessorial Costs: Know the Impact on Your Bottom Line

Room: Theater 4
11:30 AM – 12:15 PM
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Leveraging Blockchain for Omnichannel Success

Room: Theater 3