AGENDA

This end user/practitioner activity is a great way to kick off the event! Join us for a unique virtual experience and connect with fellow participants in a series of brief 1:1 conversations. You’ll never know who you will meet! Not only is it a great way to find participants who have thought leadership you can benefit from — it’s also a great way to build your network and make new friends!

Savvy employers must be equipped to identify skills and translate them into new opportunities amidst labor market and industry disruptions. To outlast the disruption, contact center leaders will need to find new ways to create value based on what they know about their industry and its stakeholders. Core competencies will translate across sectors allowing individuals to thrive in new ways that create value for clients and leverage prior experience to protect – and possibly even create – jobs.

Call to Action:

• Be a listening post for the needs of your industry, your company, or your clients
• Knowing provides the compass to find vision. When you know your team’s worth, you make different moves.
• Keep and build your best: Identify the strengths and skill profiles in your organization

Join Hollywood screenwriter and conversational AI guru, Mark Landry, to learn about his CX Design team’s method for infusing an AI-driven interactions over voice with a seamless CX. In collaboration AAA executive, Joe Russo, AAA’s emergency roadside assistance application will get a “design makeover” from Landry on how to take a dull and robotic experience to a user-friendly and empathetic experience that delights customers and drives higher containment.

Call to Action:

• Execute on the most important principles for human-centric design
• Benchmark with real-world examples showcased by AAA and others
• Leverage schematics of successful interactions
• Identify how data + business logic keeps virtual agents in their “swim lane”

Are you listening to the voice of your customer (VoC) and connecting that to the right metrics and processes to achieve your business objectives? This interactive session will discuss moving from reactive data and tactical operations management to proactive data and strategic management by using analytics as a tool to facilitate VoC decision making.

Call to Action:

• • Benchmark your approach to determine if you are proactive or reactive in use of business insights
  • Correlate your data to understand your VoC, customer and process
  • Identify opportunities to create action from your insights

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The customer service hamster wheel keeps running in every firm. There is a lot of activity but no displacement. This is ‘inertia of service’. Firms can move up the CX maturity scale to become world class. Data and insights coupled with human centered design approach can transform CX and influence strategy.

Call to Action:

• Build a CX strategy that will drive competitive advantage for your business
• Create a roadmap for transformation within your business

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Let’s just take a moment to consider how dramatically the role of “agent” has changed. Only ten years ago, this individual would spend most of their day repeating the same simple solutions over the phone in a cheery voice. Now agents are handling ultra-complex tickets, over multiple channels, and with higher customer expectations than ever before. It’s time for business leaders to catch up in the way we recruit, describe, compensate, and treat these modern contact center marvels! Join this power-packed panel as we deliberate on how to best evolve the agent experience together.

Call To Action:

• Revamp your strategy based on how the best contact centers recruit, describe, and engage top talent to earn their loyalty
• Capitalize on the vernacular and pitfalls to avoid that can “trap” agents and make them a victim of a past time

Imagine a world where big data, AI, digital channels, and humans work together to deliver empathetic experiences, at scale. In this session, we’ll explore key points in the customer and employee journeys, evaluate current levels of empathy, and discuss how to leverage technology to deliver personalized, empathetic experiences that establish trust and increase customer and employee loyalty.

Call to Action:

• Identify the four pillars to delivering personalized, empathetic experiences
• Map your path to create a system of orchestration – considering the employee perspective and the customer perspective

Self-service options improve CX by providing consumers with fast and convenient answers—no live agent needed. As companies refine their customer self-service strategy, they must factor in how to leverage AI capabilities such as Natural Language Processing, sentiment analysis, or virtual assistants to automate manual functions and enrich customer interactions.

Call to Action:

• Learn easy-to-implement steps you can take now on your path to enabling self-service
• Create a roadmap on how to integrate AI into your self-service options

Personalization is more than a tool – it’s about connecting channels, systems and data to improve each customer’s experience at enterprise scale. Join this interactive discussion to learn how organizations are using AI to give each customer the right information, right away and enable every agent to have that personal touch.

Call to Action:

• Discover real-life examples of businesses achieving double-digit increases in productivity while improving employee satisfaction and onboarding time
• Execute on the three steps you can take to improve your customer and agent experience

Now more than ever operating with empathy and resilience are essential for people, leaders, and teams to thrive – both internally and externally. This session teaches key aspects of navigating through change and challenge, and being able to perform in the face of uncertainty.

Call to Action:

• Enhance authenticity and psychological safety
• Increase inclusion and belonging
• Proven techniques to positively impact morale and productivity

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To deliver material, sustainable, and organic growth, customer experience teams must win the hearts and minds of their executive team. They have to help the C-suite lead in new ways, working as advocates, storytellers and organizational engineers to generate pace, confidence and results.

Call to Action:

• Make the connection to mission your CEO wants
• Inspire, educate and engage the teams
• Gain the numbers your CFO needs

Contact centers are on an unsustainable path of constantly hiring, training, ramping up and then losing a good chunk of their workforce. The challenge is aggravated by the growing complexity of customer requests that come into the contact center and the dynamic nature of the workforce itself since the pandemic started.

Call to Action:

• Automate knowledge with real-time agent assistance, a game changer for #WFA (work from anywhere) call centers
• Say goodbye to outdated call center KPIs as we user in a new era of metrics to drive agent outcomes that matter

In the last 10 years, brands have added a plethora of channels to their engagement model in the spirit of digital transformation. This resulted in a disjointed multichannel experience that frustrated customers. Today, brands need to re-shift their strategy to offer channels that make most sense for their customers.

Call to Action:

• Determine the potential impact that channel optimization could have on the customer journey
• Apply channel optimization to your customer experience and digital transformation strategy

Effective communication between employees and customers is critical for a high-performing customer support organization.  Employee turnover, increasing workplace diversity, and a growing number of platforms and systems have long put pressure on maintaining quality while improving efficiency. The pandemic has only increased these challenges with remote work and increasingly demanding customers.  Many leaders feel they are trapped in an unrelenting trade-off between cost, consistency, and quality.

Call to Action:

• Implement strategies to improve efficiency, consistency, and customer experience through effective communication in every customer interaction
• Unlock greater efficiency, consistency, and customer satisfaction by applying best practices for effective communication across every customer interaction

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Disrupting the centuries old UK banking industry isn’t easy, but there are some vital lessons that those that have tried and succeeded are willing to share. This session will explore how Atom, the first app-only bank in the UK, continues to take market share by focusing on understanding what matters most to customers, and delivering it.

Call to Action:

• Understand how to set up a voice of the customer program from scratch
• Prove the ROI to executives in a super easy and simple way
• Take cost out of your business whilst improving NPS and Customer Goodwill

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Many companies say “our employees are our greatest asset”, but fall short when it comes to caring for them during turbulent times. When work and life happen in the same place, learn how best-in-class employers are addressing the changing needs of the workforce and how you as a leader can rise to the challenge to ensure each employee feels cared for and is invested in the future success of the company.

Call to Action:

• Benchmark your efforts to engage and care for your employees against one of the United States’ best places to work
• Reimagine strategies to engage and retain employees when their work and home life collide

Only 28% of major corporations are succeeding in their digital transformation.  This is a sobering statistic considering that omnichannel support is no longer a luxury, it’s a necessity for those businesses that want to maintain and expand their customer bases.  Customers, rightfully so, demand the ability to interact with their vendors through a multitude of digital devices and channels.

Call to Action:

• Execute on the knowledge of why so many digital transformation initiatives fail, or stop short of customer expectations
• Develop a strategy that delivers a truly seamless omnichannel experience.

Hosted By: SmartAction, Interactions, Lucidworks, Jacada, IBM Watson

As products become more complex and customers more sophisticated, delivering outstanding customer service becomes more challenging. To meet the expectations will require you as a Customer Service executive to determine what is the best to meet your customer’s demands while providing excellent customer support. In this session, we will discuss customer segmentation and building a tiering model as methods to address these issues.

Call to Action:

• Understand the types of customers you serve, what issues they have, how they want to communicate and their overall expectations is crucial
• Leverage this case study on how Pinterest redesigned their organizational structure and a technology to meet the needs of their customers

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We’re bringing you that same Olympic flair with a classic twist! Join us for this team vs team Game Show Extravaganza where we’ll re-enact popular TV game shows such as The Price is Right, Jeopardy, Wheel of Fortune and Family Feud! Grab a drink & your thinking caps, you’re in for lots of laughter and learning!

Whether fueled by a pandemic or driven by necessity, digital transformation is a constant.  Evolving technology and an increasing focus on the need for security are at the heart of every customer’s priority list. How well you anticipate their needs is paramount. There’s synergy in meeting a customer where they are on their journey and preparing your support team to adopt the necessary flexibility for successful outcomes.

Call to Action:

• Align your team for accelerated change starts with trust, communication, and transparency
• Prepare your team with the right mindset and support system
• Leverage your customer knowledge and learn how to drive them toward effective, collaborative results

You have everything you need to take your agents to the next level. You just have to provide them with the visibility to it: your data. This interactive discussion will explore how to unlock the cultivation of better agent performance and experience.

Call to Action:

• Level your agents up to deliver a superior customer experience
• Execute on the analytics and agents working together

Many contact center managers think that non-voice channels are a replacement for the voice channel. Don’t make the same mistake. Nothing will replace voice because of the emotional connection it allows. Multichannel messaging is the best of both worlds, and offers a powerful way to manage high volume, but only when used correctly.

Call to Action:

• Insight on how the voice channel has a unique role that other channels should support
• Leverage fluent multichannel experiences – the new consumer expectation
• Proactive outreach can defer traffic during busy times — plan ahead for your next crisis!

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Are CX and business results perceived as a tradeoff at your organization? This session will discuss how balanced scorecards using CX metrics can tell us what your customers are doing and feeling during their experience journey and what they do as a result of that experience. This well-rounded story gives us powerful insights to optimize the balance between enhancing customer experiences and delivering business results.

Call to Action:

• Execute on your customer’s expectations
• Use balanced scorecards to gain the full story from the customer view and business view
• Optimize the balance between experience improvements and business outcomes

Augmented reality (AR), oft-confused with virtual reality (VR), is technology that overlays computer generated images onto the user’s view of the real world. This mix of reality and virtuality is where the value proposition lies – blurring the lines between today and possibilities of tomorrow for an immersive consumer experience and customer support.

Call to Action:

• Identify how AR technology can be leveraged to solve your real business needs
• Plan for how AR can have a meaningful impact on the E2E customer journey

It’s not easy to nurture – much less strengthen and grow – your client relationships and your authority in the midst of a major crisis. Relationships risk being strained during this period, but there are also powerful opportunities to help clients in a time of need and enrich your connections with them. But it’s always an amazing time to build stronger client relationships and switch them to more referrals and revenue to your practice – and even more so now. Economic downturns come and go, but what enables us to build a thriving company or a career over time is having deep, trusting relationships with clients who can hire you and refer you, again and again. That’s a message that’s especially needed at the moment. If you want to be connected, make yourself worth connecting to…it’s a journey, and every step counts.

Call to Action:

• Strengthen, enrich and grow your client relationships in the midst of a major crisis
• Adapt the right mindset (especially to accelerate trust)
• Practice the golden rule of relationships and get immediate ROR

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