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Agenda

NAVIGATING AP CUSTOMER SERVICE IN A
DISRUPTIVE, DIGITAL WORLD

an interactive workshop for achieving excellence in AP customer service

8:15 am  9:00 amBuffet breakfast
9:00 am — 9:30 amThe state of customer service today
9:30 am — 10:15 amBuilding a vision for tomorrow’s AP customer service today
10:15 am  10:30 amNetwork/Stretch Break
10:30 am — 11:15 amPresent vision of what AP customer service will look like in the future
11:15 am — NoonInteractive session applying best practices with the AP customer service vision in mind

Noon — 1:00 pmBuffet Lunch
1:00 pm — 2:00 pmOptimizing Part 1: Organization and the people side to reach tomorrow’s vision
2:00 pm — 3:00 pmOptimizing Part 2: Metrics, dashboards and measuring our journey
3:00 pm — 3:30 pmNetwork/Stretch Break
3:30 pm — 4:15 pmOptimizing Part 3: Tools to reach the pinnacle of the vision
4:15 pm — 4:30 pmOptimizing Part 4: Putting it all together and taking it out of that box!
4:30 pm — 5:00 pmQ&A/Wrap up the day/staying connected