FILTER BY ZONE: Stick with one zone or bounce around to others, its your choice! All zones are PPT free & participant-driven discussions.: 1. Strategic Boardroom

By the time your customer reaches a live agent, they really need an expert. So, your agents better be ready. And their ability and skill set starts with YOU. Brands that will lead the next generation of CX in are the ones implementing a multi-pronged strategy that prioritizes both tech and people equally. CX guru and workplace coach, Gary Magenta, will lead you through an interactive diagnostic to evaluate your current customer experience strategy and introduce the steps on how to create customer loyalty for life.

Key Take-Aways:

• Insights on why agents are owners: today’s agents aren’t simply just information-givers, they are problem-solvers with the responsibility to fix the issues of others consistently. Leaders can help their agents live up to their new roles by empowering them with the knowledge, freedom, and confidence to solve issues the way they think best. The result – customer loyalty
• Blueprint of why managers are a priority: leaders need to ensure they are prioritizing their managers as much as they are prioritizing their tech integrations. Managers’ job and skills are evolving because the people on their teams are changing and they must coach their frontline agents in new ways in order to meet the needs and demands of CX in 2020 and beyond
• Guide to why your CX Strategy must always be evolving – to win in CX today; you need to have a twofold strategy that includes a focus on tech and people. Bots and automated tools are essential to thrive in CX, but the focus on the human element must not be sacrificed

For those managing large contact centers – are you debating about your contact center  technology needs now and in the future? Are you struggling with how to ensure your enterprise contact center is always on the cutting edge of technology? Are you working on ensuring your customers’ experience never drops? Do you have all kind of data but not sure how to paint the picture you need to secure further investments in your contact center technology? If yes then you need to attend this session to walk away with how to secure those funds needed to take your enterprise contact center to the next level.

Key Take-Aways:

• Methods to mine and utilize existing data sources to fund new technology
• Pragmatic ways to select the best contact center technology for your existing and future contact center needs
• Insight into what the needs of the contact center of the future are
• Insight into how best to deliver and implement new contact center technology features to senior level executives

As a business thrives, there often comes a point when decision makers need to ask if it is more effective, efficient and economical to engage a business process outsourcing company (BPO). Determining your internal and BPO customer care strategy is the focus of this strategic session.

Key Take-Aways:

• Critical factors for engaging a BPO (when)
• Best practices for choosing one or more BPO partners (who and where)
• Techniques for delivering the expected customer experience seamlessly across internal and outsourced resources (what)
• Insights on leveraging the BPO relationship to advance your internal environment or infrastructure near-term and long-term (how)