AGENDA

Put your creative problem-solving skills to the test. Remote teams must complete a series of tasks, riddles and puzzles, with the goal of escaping a virtual room! Unravel cryptic messages and avoid the curveballs that will be thrown along the way!

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Hey! Long time no see! Let’s check in with one another, take a breather, and shoot the… breeze!

* Please note participation in the meeting and mixer is restricted to Council Members only.

Visit https://customerleadershipcouncil.com or call Adam Geiger @ +1.305.450.1099 for further information on the Council.

Join us for a standing stretch to kick off the event. Be sure to have already logged into the platform and set up your profile so you can immediately dive into content.

Automation was supposedly the force reshaping the future of work – turns out it wasn’t technology, but a virus which disrupted everything. The Digital workplace is changing and there are significant implications for employees, whether physical offices are dead, and what skills people need in an increasingly automated, remote, globalized workforce.

Call to Action:

• Jumpstart your learning curve with these lessons from the pandemic homeworking experiment
• Envision and prepare for what your office/contact center of the future may look like

Employee effort has an impact of cost and the customer experience. The ability to quantify that cost of impact helps drive a business case for change. Come learn how forward-thinking practitioners are using new data points, tools and techniques to cast new light on existing KPIs.

Call to Action:

• Identify the key metrics to optimize employee effort
• Define measurable outcomes for both the employee and the customer

Your customers expect a personalized, effortless service experience. You want greater contact center efficiency. Shifting interactions from phone to self-service can achieve both goals – and we know this is easier said than done.

Call to Action:

• Implement the best practices for creating and updating knowledge that we developed in this session
• Keep in mind the experiences shared about integrating knowledge and communities with case management

The always-connected consumer is the new market reality. How do you adapt your VoC program to cut through the online noise, capturing and using customer feedback to drive growth and great customer experiences?

Call to Action:

• Gain a deeper understanding of customer needs and expectations
• Develop a VoC program that really drives ROI

Choose one of the following concurrent demonstrations:

If you believe knowledge management is the foundation for customer self-service join

If you want to know how CX Analytics drive sales and improve customer experience join

Additional Demonstration

We now all live in a work from home lifestyle – hopping from video conferencing app to app is the new norm (even for our children). It’s time to enable your customers to connect with your company via video conferencing tools and messenger apps on their phone. Social media and the new digital channels are becoming the way customers prefer to connect as they are juggling their busy work from home day. It is no longer just a dumping ground for negative feedback and reviews, they expect real-time responses and answers.

Call to Action:

• Jumpstart your learning curve with these takeaways on the ever evolving digital landscape
• Prepare for the omni-digital-channel customer revolution with best practices and lessons learned

2021 planning is in full gear but before you commit to delivering “the contact center of the future,” best to make sure your intelligent automation foundation is strong enough to handle this larger than life target. This interactive session will tear through the alphabet soup technology hype and discuss the top 10 things every contact center must do to jumpstart IA efforts in 2021.

Call to Action:

• Build a 2021 Automation Roadmap and learn how to “discover” without “process discovery”
• Leverage the “Poor Man’s Intelligent Automation ROI Calc” to get you started
• Gear up for your next hire: Intelligent Agent Assistants

There is a common thread behind all technology, such that when it is organized and understood, it can bring a positive transformation. If we organize, view, transform, and analyze our data successfully, we produce actionable information which allows virtually every company process and customer interaction to digitally transform and improve. We all are painfully aware of the disruption large scale change can create. Learn the ‘one’ thing all technology changes have in common and how your ability to understand it decides whether change remains disruptive or becomes transformative.

Call to Action:

• Lessons learned from COVID-19 and how transformation has altered the velocity and direction of data
• Examples of ways you can prepare for change ‘right now’ without a ton of budget and that may even reduce the cost of your Next-Gen Tech

In the new age of remote work, it’s imperative to think about permanent strategies to maintain customer and employee satisfaction — including changes to culture, technology, and organizational structure. Deflect inbound call volumes by adding digital channels, and utilizing bots and AI for increased automation.

Call to Action:

• Build and manage your contact center from anywhere
• Support, engage, and inspire your way to happier customers with omni-channel cloud contact center

Redesigning a Quality Program to Incorporate Automation: Tips for a Successful Transformation
We’ll discuss considerations when shifting from a manual quality management program to one that incorporates automation, particularly around evaluations.

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Service From Anywhere in Today’s Changing World
It’s critical to provide fast answers and accelerated resolution times to customers in an ever changing world. How are your service teams adapting to be more resilient to today’s challenges?

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Key Findings of the Aspect Consumer Experience Index
Join this topic table as we discuss key findings in the recent 2020 Aspect Consumer Index survey and what the responses tell us about changing customer expectations and possible ways to provide better service experiences.

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Exceeding Customer Expectations in 2020 and Beyond
In 2020 the world changed dramatically. We’ve seen an evolution of ecommerce and digital commerce as the primary way customers engage with the companies and brands that they love. In this table topic, we’ll discuss how to meet and exceed your customers’ expectations while delivering more personalized service.

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Becoming the Jetsons: How video and collaboration are changing the contact center
2020 will go down as the year when video collaboration became normalized. Contact centers meeting this moment incorporate video to enhance the customer experience and shorten time to resolution. Join us as we Identify use cases & opportunities to shorten time to resolution with advanced collaboration tools.

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In the face of a pandemic, patient engagement centers are critical.  For Spectrum Health Hospitals, it was critical to determine the following: Did your clinical triage operations rise to the occasion?  This session will unpack how a traditional workforce management philosophy and emotional decision making did not help in the face of COVID-19, and how transformational thinking and fortitude ultimately prevailed!

Call to Action:

• Rethink your operations and preparedness using process improvement techniques
• Drive quality outcomes by revitalizing multi-disciplinary partnerships

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Now we’ve all experienced remote work whether we liked it or not. What the freak? What the hell happened? What are we going to remember? What are we going to implement for the long term? What are we going to put aside?

Call to Action:

• Rethink your plans for the long term, and consider habits you may want to unlearn
• Transform and future-proof your work environment

With agents working from a combination of the contact center and their home offices, how do you empower your teams to work faster and smarter? This interactive session will unpack some of the biggest challenges service teams are facing today with providing speedy, intelligent service from anywhere.

Call to Action:

• Apply best practices and new productivity tools in the cloud to empower agents working remotely be more efficient on every call
• Leverage tools to help agents, from end-to-end automation to intelligent productivity and on-demand training

Contact centers are fast tracking plans to automate and innovate their service experiences. Simple web chatbots only scratch the surface of contact center needs. Virtual agents, aka Conversational AI, are helping contact centers solve complex challenges across the enterprise.

Call to Action:

• Explore how virtual agents can impact customer and employee experiences
• Discuss your current KPIs and how these might be improved through chatbots and voicebots

In this interactive session, we will share how Samsung invested in a Customer Care Center of Excellence (COE) to improve the customer experience (CX) for its Mobile products. The session will unpack how the COE was designed to deliver improved and innovative CX, particularly in self-service. From onboarding a new customer to troubleshooting an issue with a mobile device, Samsung is working on ways to give the customers more options to self-serve.

Call to Action:

• Build a COE in your organization and identify more efficient customer service interactions
• Deploy self-service to deliver a seamless customer journey

Choose one of the following concurrent demonstrations:

To see what it looks like when phone service is seamlessly connected with digital channels and CRM data, join

The future of the gaming customer service experience is helping players get back to and succeed at what they love, your game. Mythical Games builds amazing games and ensures their players get the highest level of quality service, while only leveraging the exact resources needed to support these players. This session will unpack how Mythical Games is breaking the mold of traditional customer service centers and leveraging next generation customer service thinking.

Call to Action:

• Deliver high quality, scalable and on-demand resourcing
• Discover best practices for driving customer excellence through a decentralized workforce

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The cloud is everywhere, but some contact centers are still reluctant to make the big move. In this session, we’ll talk through what you can expect from a migration as well as the most important considerations from both a customer experience and business operation perspective using real-world examples.

Call to Action:

• List desired outcomes or benefits you would expect to gain from moving to the cloud
• Identify the impact it would have on your business and start evangelizing early

Innovate your workforce management program in order to create new efficiency opportunities. This interactive session will unpack three new approaches for improving your scheduling and transparency in today’s constantly evolving contact center environment.

Call to Action:

• • Execute on new ideas to innovate your current scheduling workflows
  • Adapt the types of schedules that you create
  • Reinforce transparency and communication with team members

Everyone knows the starting point for the consumer journey is almost always the brand’s website. Yet, many brands fail at providing an effortless self service experience via both web and mobile devices. The secret to perfecting the self service experience is a combination of both an art (User Experience and Design) as well as a science (Data and a Channel Guidance Strategy). In this interactive session, we will share best practices for how to design the perfect customer self service experience that will drive issues resolution rates as high as 97%!

Call to Action:

• Drive your self-service issue resolution rates up using data when designing your effortless experience
• Deploy a channel guidance strategy, and AI to help customers find the right answer fast

Are you an upstander or bystander for diversity & inclusion? The choice you make will determine your future success in life. This Capstone will unpack how to overcome fear of doing or saying the wrong thing to connect across differences.

Call to Action:

• Acquire practical steps to engage in conversations about race in the workplace
• Build the confidence to call out bias when we see it without causing conflict

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These team vs. team action packed games will keep you and your newfound friends on the edge of your seats!

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There’s been a lot to digest these past few days! It’s time for Members to convene and share their “ah ha” moments and golden nuggets with one another.

* Please note participation is restricted to Council Members only.

Visit https://customerleadershipcouncil.com or call Adam Geiger @ +1.305.450.1099 for further information on the Council.

Safelite is known for its high touch, high care service.  Learn how COVID-19 sparked a change in Safelite’s business model overnight, building a touchless experience while growing NPS.

Call to Action:

• Reimagine your business model in times of change
• Pivot quickly to continue providing your customers with the experience they want and the business results you need

We all want customers to enjoy the best possible customer service experience, while the enterprise incurs the least possible cost. But sometimes the “least possible cost” objective of workforce productivity and technology clouds our awareness of the human side of the equation. This roundtable session will discuss the effect of agent attitudes during service interactions and how these attitudes are increasingly regarded as an important consideration, as better agent attitudes can often be the difference between a mediocre and an exemplary service experience for your customers.

Call to Action:

• Leverage key findings of recent research on the agent experience regarding their preferences, opinions about technology, and contact center culture
• Utilize these findings to understand agent attitudes in their daily work, especially given the COVID-19 impact of moving staff to work-from-home
• Improve the overall agent experience in the new realities of work from anywhere and strategies to help keep your agents happy and engaged, regardless of their work environment

Customer experience can make or break your brand. Poor customer service experience can drive even the most loyal customers into the arms of your competitors. Empowering agents with a people centered platform will help build meaningful customer relationships, reduce customer service costs, increase satisfaction scores and even drive significant revenue.

Call to Action:

• Overcome the problems caused by poor customer experience
• Drive low cost, high touch resources to increase sales opportunities
• Leverage a 360 degree view of customer interactions to drive business, process and loyalty improvements

Efficiency is a key strategic imperative for any business.  Driving a positive experience is another critical focus.  But these two business forces seem to be counter intuitive to the other – is it possible for them to effectively co-exist?  To build an efficient, experience balanced organization the journey will begin with a business strategy grounded in providing a well-rounded value proposition.

Call to Action:

• Take a different vantage point to efficiency and experience to understand how they co-exist
• Think through the efficiency efforts your organization have planned and prioritized…now think through that efficiency play through the experience lens
• Consider how once this efficiency is implemented, how will your organization ensure adoption and usage of the new process or technology?

Choose one of the following concurrent demonstrations:

To learn how to give agents easy access to the contact center through their mobile devices join

Crisis can hit at anytime in any form but is your organization set up to adjust the way you do business and the way you offer your consumer products?  Crisis is changing the way we do business and the way we plan and prepare for our future. Without crisis planning and the ability to adjust easily to the current state of affairs, your organization is in a dangerous position.

Call to Action:

• Reshape, Innovate, Solve, Safety, Mobilize, Redeploy, Deliver: Learn how to structure your organization to be able to pivot your offerings and focus on your team members during a time of crisis
• Pivot: Whether a global pandemic, market crash, protests and riots or other crisis, prepare your organization to quickly mobilize and redeploy resources and products in new and innovative ways

As company leaders strive to put customers first, this headliner will share new insights on how that can be achieved: through engaged and happy employees. This session will unpack the benefits of humanizing business, why it matters, actionable tips, and best practices that organizations can immediately implement to differentiate the brand.

Call to Action:

• Implement these 5 proven techniques to build a company culture where employees are engaged
• Try out innovative ways to empower customer leaders to deliver customer excellence, even when their boss isn’t looking

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