- Monday, October 18, 2021
- Tuesday, October 19
- Wednesday, October 20
- Thursday, October 21, 2021
- Friday, October 22, 2021
CLICK ON THE TABS ABOVE TO SEE THE AGENDA FOR EACH DAY |
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11:00 AM – 12:30 PM ET
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WorkshopOptimizing Post-Pandemic Contact Center Outsourcing RelationshipsAre you reevaluating your post-pandemic outsourcing strategies? A recent survey of leading brands shows that companies plan to start this process before the end of the year. Join COPC Inc., along with a group of CX leaders from top brands, as they discuss how to effectively leverage a competitive sourcing process to create a high-performing outsourced operation. During our time together we will explore processes for defining requirements and workshop the creation of functional blueprints designed around key areas including Leadership, Planning, WFM, Quality and Performance. Clear examples of KPIs and best practices will be shared throughout. You’ll learn about the advantages of a robust RFP process and gain access to supplier evaluation and selection criteria that sets a strong foundation for achieving new levels of program performance and ROI. The result of this should help create healthier partnerships with outsourcing partners. |
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10:45 AM – 11:00 AM ET
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Opening Remarks – CRS KickoffChad McDaniel |
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11:00 AM – 11:45 AM ET
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KeynoteTaking a Digital-First (But Not Digital-Only) Approach to Customer CareCraig Barnes Williams-Sonoma, Inc. and its eight distinct brands have placed a lot of focus on developing a digital-first approach, especially in recent years. Like many other brands, this work has been accelerated by the significant macro events that have taken place, but it’s a transformation years in the making. And although Williams-Sonoma has embraced a digital-first approach, it’s decidedly not a digital-only approach. Join Craig Barnes, Senior Vice President Customer Care and Retail Store Operations at Williams-Sonoma, as he shares how digital-first sits within a wider service strategy that continues to acknowledge the importance of servicing customers through traditional channels. Learn how Williams-Sonoma’s traditional channels have evolved alongside the emergence of digital. Get an insider’s view of how Williams-Sonoma has improved its focus on brand-specific service through customer feedback channels across several platforms, leading to innovations like more proactive communication, virtual design chat, in-store consultations, and improved employee culture, all resulting in greatly improved CSAT scores. |
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12:00 PM – 12:45 PM ET
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PanelCreating Empathy and Eliminating Frustration on the Path from Automation to Live EngagementArtificial Intelligence (AI)-powered self-service has provided much-needed automation for the contact center industry. Companies that deflect consumers away from a live agent to resolve simple questions or tasks quickly and efficiently deliver improved CSAT and a better overall customer experience. But what happens when the issue or information required is more complex? In this panel we’ll explore this question, and discuss best practices for moving consumers from an automated solution to live engagement, focusing on eliminating frustration while promoting: ● A balance between AI and automation alongside human empathy
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1:00 PM – 1:45 PM ET
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Shop TalkCreating an Amazing Customer Experience Through AI and Human Assist TechnologyMany businesses are implementing conversational AI solutions to automate customer contacts. However, these systems are often rigid, not conversational, and do not deliver an experience on par with a high-quality agent. In addition, it is difficult to build and maintain the AI models required to create a truly conversational AI solution. The primary reason these systems fall short is that they rely solely on AI technology as opposed to leveraging both AI and human intelligence. During this session we will discuss how AI and human assist technology can deliver an amazing experience. Attendees will also find out how to leverage advanced machine learning to manage AI models for a truly conversational experience, while also discovering how these and other technologies are evolving. |
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1:00 PM – 1:45 PM ET
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Shop TalkUnlock the Power of Your People: Dive Into the Data on How Your Team Actually WorksCX leaders are excited about the opportunity for ‘digital transformation’ presented by new technologies like RPA, AI chatbots, omni-channel support, and customer journey tracking. Unfortunately, when it comes to figuring out which transformations will yield the best results, most companies don’t even know where to start. In today’s remote-first world, granular data into what can actually make your team effective is the missing link that prevents companies from optimizing performance and increasing productivity. How can you measure the potential impact of new technologies on quality and efficiency KPIs? What are industry benchmarks for agent productivity and best practices across tools and processes? What does the data say about best practices to accelerate training, development, and quality assurance throughout customer operations workflows? Fin’s Work Insights Platform provides granular, real-time data and insights into how customer operations agents work across multiple applications to achieve customer outcomes. In this session, we’ll dive into proprietary data to show what actually improves operational outcomes and go over a proven methodology to help leaders drive continuous improvement and boost the bottom line. |
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2:00 PM – 2:45 PM ET
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PanelBuilding Your CX Technology StackEven before 2020, many companies had begun investing in new digital services to increase the scope of their online business. This might have meant adding new channels for customer outreach such as chat and text, automated appointment scheduling, or AI-powered chatbots as a means to answer customer FAQs. However, having the right tools and using the right tools correctly are two different things. Join Arushi Jain, Head of Solution Marketing as Airkit, as she moderates a discussion on the impact of small friction points in CX implementation. Discover how to use smart technology to avoid sales or enrollment conversion drop-offs that not only cost the typical brand millions of dollars each year, but also drive customers back to costly agent-assisted support or, in some sectors, to a competitor. Learn from your peers how they are fixing the last mile of CX with digital self-service, and find out how you might drive customer action while lowering costs by 30-40%.
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3:00 PM – 3:45 PM ET
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KeynoteEvolving Customer Experiences Through a PandemicJamie Hudson When the March 2020 pandemic lockdown shocked and challenged most organizations, cybersecurity company Malwarebytes faced the added struggle of an escalation in cybersecurity threats, further worrying customers and creating an avalanche of customer support requests. But with delighting the customer a core tenant of Malwarebytes, reducing ticket volume, removing customer friction, and increasing customer satisfaction were all imperatives. Join industry veteran, Jamie Hudson, Vice President of Global Support & Services at Malwarebytes, and she shares how Malwarebytes was able to successfully scale their support and services organization to meet increased customer expectations during a very challenging time, permanently evolving and improving the customer experience by focusing on what matters most. |
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10:45 AM – 11:00 AM ET
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Opening RemarksSusan McDaniel As part of the event kickoff, Execs In The Know will be speaking about our Leading With Impact initiative, in hopes to help end the stigma of mental illness. |
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11:00 AM – 11:45 AM ET
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KeynoteWhy DISH Network Keeps Winning JD Power AwardsRandy Bassett In 2021, J.D. Power named DISH Network #1 in “Overall Customer Satisfaction” in the “U.S. Residential Television Service Provider Satisfaction Study”— the 4th year in a row. This also marked 6th J.D. Power win for DISH Network when it comes to Customer Service. Why? Simple. It’s DISH Network’s unwavering focus and support for the people providing support for millions of viewers, including many who needed an outside view of the world more than ever due to the shutdowns caused by COVID19. Join Randy Bassett, General Manager at DISH Network, as he shares how DISH Network has redesigned the team idea, adding new and novel techniques in the way the brand develops its agents, supervisors, and managers. Learn how shared coaching breaks with the traditional “one supervisor to one team” idea, and find out how DISH Network’s internal tools allow a seamless transition as agents experience leadership changes. Find out how your own organization can create constant and consistent improvement, extending development beyond the agent level. |
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12:00 PM – 12:45 PM ET
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PanelPersonalization as a Differentiator: Using AI to Stand Out in a “Sea of Sameness”Personalization has long been embraced by consumers. It can add tremendous value to the customer journey, boost revenues, and drive greater customer loyalty. But what does personalization look like as more automation and self-help is added to the experience, and how can it become a differentiator? Join moderator Nuance and a panel of leading brands in exploration of using AI to create experiences that anticipate need, introduce new opportunities, and does it all in a way that is non-intrusive, relevant, and effortless at every stage of the journey. During this session you’ll learn best practices from industry experts, see examples from top brands, and discover strategies to improve both the customer experience and business outcomes with an AI-first approach.
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1:00 PM – 1:45 PM ET
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Shop TalkHow Cresta Helps Sleep Number Rest Easy by Driving GrowthThe past 18 months have brought booming digital sales and new opportunities for the customer service organization. Many retailers have had to rethink their channel strategies, their operational processes, and the technologies they use to differentiate their brand and better connect with customers. As the face of the brand, the contact center is fast becoming a vital source for competitive advantage, with leading retailers transforming the contact center into an engine capable of driving dramatic top-line growth. Join Mark Banner, Vice President of Retail Stores at Sleep Number, and Zayd Enam, CEO of Cresta, as they share how Sleep Number has evolved customer experience into a revenue-generating organization, discussing how to: ● Reshape CX to play a wider role in driving top-line revenue growth |
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1:00 PM – 1:45 PM ET
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Shop TalkThe Future of Messaging: All Action, No TalkIt may seem counterintuitive, but an entire generation of people (two generations, actually) are glued to their phones, yet despise talking on them. Although smartphone sales have skyrocketed, call volumes are dropping as Millennials and Gen Z turn to texting and messaging apps, such as WhatsApp, to communicate with family, friends, and businesses. Join Nuance for an exploration of how to win over this segment of the population, and learn how to build blended support that gives every customer the experience they prefer. You’ll also find out about messaging tools that empower digital natives, build loyalty, and drive revenue higher. |
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2:00 PM – 2:45 PM ET
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Case StudyHow Comcast is Maximizing Productivity with Intelligent AutomationWhether your agents work out of their home or in a centralized office, your team leads have a lot to manage. From work to training schedules, monitoring performance, and even maximizing idle time, contact centers programs produce an overwhelming amount of data. Intelligent Automation uses this data, in real time, to take action based on predetermined rules, freeing up your best and brightest for more strategic and valuable work. Join Intradiem, along with brand guest Mike Stalker, Manager, Strategic Initiatives at Comcast, as they discuss how Intelligent Automation of agent productivity and performance is being deployed in Comcast’s contact center environment, both in-office and at home. Find out how Intelligent Automation can: ● Make the monitoring of contact center metrics more efficient
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10:45 AM – 11:00 AM ET
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Opening RemarksChad McDaniel Andrea Eveslage Online CX Community: Know It All (KIA)The biggest benefit of joining “Know It All” (KIA) is instant access to hundreds of other like-minded people, and the rich conversations that are taking place. It’s the perfect place to network, learn, and share with your peers in a sales-free space, and on your own time. |
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11:00 AM – 11:45 AM ET
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KeynoteAngi: From Merger to Maximizing Combined CX OperationsSean Miller In March 2021, the merger between Angie’s List and HomeAdvisor resulted in the introduction of Angi — a new home for everything home. Behind the scenes, the customer experience (CX) operations of both organizations were being bridged together in innovative and essential ways, creating alignment in critical areas such as policy, process, and tracking of shared KPIs. At the same time future plans were still (and are still) bring laid for the further homogenization of the two organizations were with long-term initiatives like combining CRM systems, blending agents, and more. Join Sean Miller, Vice President of Operations at Angi, as he shares the challenges and opportunities brought about by the merger of two similar, but different, organizations. Find out how it is going, learn about what comes next, and get unique insights into a story that’s both fresh, and still being written. |
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12:00 PM – 12:45 PM ET
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PanelThe Rise of the CCOCustomers are the lifeblood of a company, but why is customer experience at scale not prioritized in so many businesses? Recently, we’ve seen a monumental shift that has organizations reevaluating their priorities to maximize the lifetime value of each customer. Cue the rise of the Chief Customer Officer (CCO), and the task of transforming experience into loyalty and increased revenue. Join Gladly for an engaging panel discussion about “the what” and “the why” of the CCO role, a position historically underestimated and often added to “fix” the issues that create unhappy customers. Learn how the benefits of the CCO function translate into a better brand experience and repeat business. Whether your organization already has a CCO, is considering adding one, or plans to fill the gap in an entirely different way, this session provides a firsthand account of how the CCO role helps modern, customer-first organizations accomplish the following: ● Accelerate growth and build loyalty
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1:00 PM – 1:45 PM ET
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Shop TalkBridging the Chasm: Misalignment between Business and IT on achieving Digital TransformationWhile there is near universal agreement that digital transformation will make organizations more competitive and improve CX, opinions on the level of success achieved differs notably as seniority decreases. In a recent survey, Cyara found that 90% of sr. business leaders vs. 35% of managers view digital transformation initiatives as successful. Moreover, two-thirds of respondents see a need for additional budget and technology to meet their timelines for digital transformation, and this lack of resources is causing them to be 4+ months behind in implementing digital customer experience (DX) initiatives. Join this highly interactive session, in which we will explore this hot-off-the-presses research and discuss how Business and IT can close the gap and accelerate their DX. Learn what the top 3 digital transformation initiatives are, where challenges still exist, and understand what success looks like. |
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1:00 PM – 1:45 PM ET
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Shop TalkUsing Training Simulators to Decrease Agent Ramp-Up Time and Improve Program PerformanceWith many companies transitioning to a hybrid training environment, customer experience (CX) leaders are constantly looking for new ways to effectively transition agents from new hire to productive team member. Training gaps, including access to real-time guidance, can result in overwhelmed agents and underwhelming outcomes resulting in a negative impact on program performance and customer satisfaction. Agent training simulators can accelerate agent development and help team leads and program managers overcome the challenges of a dispersed workforce, leading to better prepared agents and happier customers. |
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2:00 PM – 2:45 PM ET
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PanelGetting Ready for What Comes Next: Key Trends Driving Your Data StrategyWhen it comes to data and customer experience — the times, they are a-changin’. As such, it’s important to take a step back and hone in on the areas of your customer data strategy that are changing most, like data privacy, digital identity, and data deprecation in machine learning libraries. These changes can have a profound impact on how data and data utilization influence the customer experience. The time to account for these changes is now. Join Sav Khetan, Head of Product Strategy at Tealium, as he hosts a panel of proven CX leaders in exploration of these critical data topics. Discover which current and upcoming market trends are likely to affect your data strategy, and find out how to stay ahead of what comes next by learning how to: ● Leverage the power of your customer data to create a more connected customer experience
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CLICK ON THE TABS ABOVE TO SEE THE AGENDA FOR EACH DAY |
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10:45 AM – 11:00 AM ET
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CRS Final Day InsightsChad McDaniel |
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11:00 AM – 11:45 AM ET
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KeynoteThe Business Case for CompassionMichael Baker There’s nothing more important or more personal than our health, and when the inevitable healthcare crises happen we are often unprepared for them. Learn how UnitedHealthcare touches the health system in those moments with information, technology, clinical engagements, and most importantly — a dose of compassion. Join Mike Baker, Chief Operating Officer of UnitedHealthcare Provider Operations, as he describes the journey to put humanity at the center of every connection for the largest health insurer on the planet. |
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12:00 PM – 12:45 PM ET
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PanelData Protection: Creating Secure and Successful At-Home WorkspacesProtecting customer data is always a top priority in the contact center environment. But how can we ensure the same level of security when associates are working at home? From physical workspace requirements to fraud prevention technology, creating a secure at-home work environment minimizes the risk of data security breaches, while increasing the flexibility for at-home workers. In this panel, hosted by Leslie Loofbourow from 24-7 Intouch, your CX leader peers will discuss at-home security best practices, including: ● Workspace audits and educating new associate hires on data privacy and protection
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1:00 PM – 1:45 PM ET
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Shop TalkConnecting CX & EX to Deliver an Effective Hybrid Contact Center WorkforceThere is no question that the pandemic has dramatically shifted the customer service workforce. With 50% of the workforce wanting to remain remote employees, the existing attrition challenges have only escalated. But there’s a solution. By combining key customer experience (CX) and employee experience (EX) insights, leading contact centers are creating targeted actions to combat workforce challenges and deliver improved value to customers. Join Rachel Lane, Senior Solutions Principal for Medallia’s Contact Center Suite, for a lively discussion on tackling workforce challenges across critical areas, including hiring, onboarding, and attrition. Take a deep dive into how your organization can bring together the worlds of CX and EX to proactively address the very real challenges posed by a hybrid workforce, creating a more powerful, effective, and committed frontline team
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