Featured Events
Welcome Reception
Innovations Lab
Networking Evening
Click on the tabs above to see the agenda for each day
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9:00 AM – 5:30 PM ET |
REGISTRATION
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PRE-CONFERENCE WORKSHOPSThe Customer Response Summit (CRS) Workshops are led by a subject matter expert and provide an opportunity to engage with other CX leaders on a CX specific topic. In these 75-minute Workshops, you will engage with your peers in practical problem-solving exercises and interactive discussions which are designed to educate and inspire you. |
1:00 PM – 2:15 PM ET
Charlene Wang Evan Cummack |
PRE-CONFERENCE WORKSHOPKey CX Performance Benchmarks: Using Data to Transform Agent Actions into Operational ROICustomers increasingly expect seamless yet customized experiences. At the same time, customer experience (CX) teams are working in more locations and across more applications than ever before. Complicating matters is the fact that most companies don’t have the kind of sophisticated, data-driven software they need to adapt. There is a better way. Learn methods for measuring the impact and ROI of new technologies on your core KPIs, and find out how to put your data to work to accelerate training, development, and quality assurance. Join Evan Cummack, CEO of Fin, and Charlene Wang, Vice President of Marketing at Fin, as they explore how to use program data to systematically understand and improve every agent’s performance across your organization. This interactive workshop session will provide industry-first insights into how to optimize CX workflows based on tens of millions of hours of real-time data recorded by Fin’s Work Insights Platform. Discuss how organizations are currently gathering and utilizing their data, and find out about next level best practices for using data to scientifically improve training, processes, technology, and automation. You’ll leave this session prepared to lead your team into the future in these specific ways:
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2:30 PM – 3:45 PM ET
Rick Zayas |
PRE-CONFERENCE WORKSHOPThe Great
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4:00 PM – 5:15 PM ET
Crystal Collier |
PRE-CONFERENCE WORKSHOPDesigning a Service Strategy to Deliver Superior CXContact center leaders strive to strike the perfect balance between reactive and proactive support options that meet business objectives and make customers happy. Aligning customer needs with operational requirements is the first step to achieve this balance and create a well-designed channel strategy that delivers experiences that differentiate your organization. During our interactive workshop, we will discuss how to design a multi-channel stellar service strategy. We will share a proven framework to guide the development of this strategy, highlighting current industry trends in reactive and proactive support practices that will help your organization strike the right balance. From there, we will discuss ways to design and implement multi-channel experiences that meet customer expectations and improve the agent experience. You will leave PTP’s session with clear next steps to optimize your service strategy, improve your KPIs, and deliver better CX. Your takeaways from this pre-conference workshop include:
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5:30 PM – 7:30 PM ET
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WELCOME RECEPTIONJoin us as we kickoff the Summit at our evening Welcome Reception. Mingle with attendees, speakers, and more while enjoying a cocktail and some light bites! Make connections early and find your peers who you will be enjoying the Summit with.
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Click on the tab above to see the agenda for each day
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7:15 AM – 8:15 AM ET |
BREAKFAST & REGISTRATION
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8:15 AM – 8:45 AM ET
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CONFERENCE KICK-OFF
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8:45 AM – 9:30 AM ETTodd Montgomery |
KEYNOTEHow Beachbody Became a Digital-First CompanyAs Beachbody evolved from DVDs to a digital subscription model, the customer support team was also driving its customer contacts online. Since then, NPS scores have doubled while expenses have been cut in half. How? By identifying opportunities to eliminate or deflect customer inquiries via an intuitive support site experience, enhanced self-service capabilities, and improved insights leading to reduced contacts overall. Join Todd Montgomery as he shares Beachbody’s journey as a newly public company acquiring and launching several new brands as it grows, while also expanding internationally. Learn about Beachbody’s successes and current opportunities, and find out how the company delivers an efficient and effective path to help its customers achieve their goals.
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9:30 AM – 10:15 AM ET
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PANEL DISCUSSIONIs Your Voice of the Customer Data Failing to Deliver Change? You’re Not Alone.With today’s companies operating in extremely dynamic and competitive environments, the race to differentiate on customer experience is heating up. The denominator of success? Speed. Speed to insight about your customers, speed to decision making, and speed to change. The problem? Only 14% of Voice of the Customer (VoC) programs are delivering relevant intelligence quickly and at-scale. Join Concentrix and a panel of CX leaders to learn how you can revolutionize your data sources and make key data sources, like customer survey, as an asset in continually shaping your CX strategy. Find out best practices for operationalizing customer feedback to keep employees engaged and performing at their highest levels. During the session, you’ll listen in as the panel discusses varying practices for modernizing surveys and a variety of VoC data sources, and you’ll get an insider’s look at how leading brands use feedback to create differentiated experiences. You’ll leave with practical suggestions for putting these powerful practices into action. Join this session to learn about:
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10:15 AM – 10:45 AM ET |
NETWORKING BREAK
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10:45 AM – 12:15 PM ET
Jeff Fettes
Tony Ayaz |
CUSTOMER SHOP TALKSCustomer Shop Talk sessions are small, industry-expert-led discussions on a laser-focused topic. Join a group that is addressing a topic that is top of mind for you. Customize your agenda by picking which 40-minute sessions to attend. Ten minutes will be allotted between the sessions for passing. Select two of the four to attend. Improving the Employee Experience with AI-Powered Agent-Assist SolutionsBehind every great customer experience there’s a great agent. But too often, agents don’t feel empowered to do their best work — they feel undervalued and overstretched. Skilled agents don’t have the tools and information they need to add value to customer engagements, and new hires can find it difficult to quickly become productive and effective. Layer in increased customer expectations, labor shortages that show no end in sight, and skyrocketing contact volumes — should the high turnover in contact centers be any surprise? Agent-assisting artificial intelligence (AI) solutions put the focus on improving the agent experience. Join Nuance for an exploration of the latest agent-assist AI tools and technologies and learn how these solutions can transform not just the performance of your agents, but also their experience, leading to better outcomes for your customers.
Operationalize AI and Hyper-Transform Your Omnichannel Contact CenterKeeping up with changing customer demands often leads to contact centers accelerating their plans for digital transformation, including implementing technologies like artificial intelligence (AI) and intelligent automation. As organizations look to streamline and transform their contact center, striking the right balance between intelligent automation and innovation can result in improved self-service capabilities, reduced agent workloads, and better business value. Enhance customer experience (CX) and increase efficiency with a flexible growth platform that maximizes intelligent automation and helps organizations realize the value of operationalizing AI. Join Upstream Works Software to learn practical strategies on how you can optimize your contact center without silos.
The Evolution of Realtime Digital QAQuality Assurance (QA) is evolving in the call center due to the power of attended artificial intelligence (AI). Traditionally, QA is done in arrears with coaching used to improve agent performance over time. Learn how with nextgen agent-assist tools, technology that can be used to provide proactive QA and real-time AI oversight to catch mistakes before they happen. Nextgen agent-assist tools allow managers to put guardrails on the most important interactions, preventing high-cost human errors proactively, and adding new AI driven real-time controls across your tech stack. Join Laivly for an engaging discussion about how this new technology can be an equalizer that brings your newest and lowest performing agents scores up instantly, impacting speed-to-production, ramp, training, and turnover — all while improving QA scores across your programs.
Transform Data Insights into Powerful Customer ExperiencesWith 2.5 quintillion bytes of data being created and streamed across multiple devices and systems every day, brands have a unique opportunity to uncover the stories their consumers are telling.
From Internet of Things (IoT) data, to loyalty programs, from social engagements, to service tickets, brands that can stitch together insights and create complete customer profiles have the opportunity to reduce churn, increase user adoption, lower overhead, and delight customers. Utilizing real-world enterprise examples, join Scuba Analytics to explore how you can harness your data, uncover powerful trends and patterns buried in your customer’s actions, and how to identify key opportunities for success
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12:15 PM – 1:15 PM ET |
LUNCH
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1:15 PM – 2:15 PM ET
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PANEL DISCUSSIONAsynchronous Messaging: Putting an End to Cumbersome Starts and StopsWe’ve all been there — we start chatting online with an agent and then realize we are either late for an appointment, the kids need help, or something even more pressing pops up. We have to disconnect. Then, when we finally have free time again, we need to start from the beginning with a new agent. As a brand, how can you help your customers easily re-engage, prevent lost revenue, and take your digital customer experience (CX) to the next level? Asynchronous messaging lets consumers talk to you on their terms. They can engage, leave, and come back to pick up where they left off, setting the pace of the conversation with no disruption in context. The result is improved satisfaction for your customers and increased sales for your brand. Join Nuance and a panel of esteemed CX leaders to learn how asynchronous messaging can help drive better business outcomes. Along the way, you’ll gain valuable insights into best practices for the implementation, management, and engagement of your customers using asynchronous messaging.
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2:15 PM – 3:00 PM ET
Doug Hoffschwelle Shannon Hodges
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CASE STUDYOpendoor’s Transformation to A Unified Customer ExperienceFor technology innovator and real-estate disruptor Opendoor, product-driven business planning had resulted in a product-siloed customer experience (CX). Among hyper-growth brands with multiple and expanding product lines, CX fragmentation is a common challenge. What begins as a sensible customer support strategy can quickly turn into siloed CX operations with highly variable customer experiences across each product line, and across different channels. The result is often a downtrend in CSAT and hampered brand growth. In its journey to streamline and unify its Customer Experience program, Opendoor partnered with ibex, a leading digital CX outsourcer, to deliver a cross-product unified service and support experience to Opendoor’s customers. Join ibex and client Opendoor and gain insight into a variety of topics surrounding their CX transformation journey, including:
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3:00 PM – 3:15 PM ET |
NETWORKING BREAK
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3:15 PM – 4:00 PM ET
Carolyne Truelove |
KEYNOTEHow Fanatics Activated Its CX Data SuperpowersAs the global leader in licensed sports merchandise, Fanatics is building a global digital sports platform and changing the way fans purchase their most coveted fan gear. With CX at the core of all they do, Fanatics is delivering an innovative, tech-infused approach to making and quickly distributing fan gear in today’s 24/7 mobile-first economy. The power behind their success: becoming their very own CX Data Superhero. Listen in as Carolyne recounts Fanatics’ CX Data Superhero origin story from data sourcing to management and warehousing, from use cases to outcomes. Learn how Fanatics tapped the immense power of their customer data by building a data utilization program from the ground up, engaging employees, transforming outcomes, and reshaping the Fan (customer) experience. Find out how Carolyne and a team of cross-functional team of super-hero colleagues at Fanatics cultivated internal partnerships, deployed cutting edge the tools and technology, and launched a single source of data to generate superhuman results for their employees, partners, and customers.
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4:00 PM – 6:00 PM ET |
INNOVATIONS LAB & COCKTAIL HOURAfter a full day of discussions, join us to see concepts live in action and learn how they can be applied to improve CX in different channels and processes. In combination with our cocktail hour, the comfortable, relaxed setting will be the perfect backdrop for engaged conversations and learning.
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6:30 PM – 9:30 PM ET
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NETWORKING EVENINGJoin your CX colleagues for a relaxing evening of networking, dinner, drinks, and great music!
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8:00 AM – 9:00 AM ET |
BREAKFAST
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9:00 AM – 9:30 AM ET |
CONFERENCE OPENING
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9:30 AM – 10:15 AM ETTeresa Ignacio Mike Jones
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KEYNOTEEmbracing a Commitment to Employee SuccessNever before have companies so fully understood the relationship between the employee experience and the customer experience, and the fact that engagement and development play critical roles in shaping the employee experience. With the recent evolution of the hybrid workplace, many companies are taking a fresh look at how they care for and empower their employees. These efforts are often expansive and touch on many areas throughout the CX organization, from training and coaching to flexible work schedules and career advancement. Join Teresa and Mike as they share the stage to discuss their respective program structures and missions, and how these relate to four impactful pillars of the employee experience: Job Enablement, Health and Wellness, Environment and Culture, and Training and Development. Learn how both Visa and The Home Depot are approaching and defining employee success, projecting outcomes, and celebrating early wins — all while reflecting on your brand’s own journey in transforming amazing employee experiences into amazing customer experiences.
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10:15 AM – 11:15 AM ET
The case study brand will be announced at the event.
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MOMENTS OF BRILLIANCE – CASE STUDIESMoments of Brilliance are mini case-study sessions that attendees will self-select and rotate every 25 minutes. We will have three simultaneous sessions taking place and attendees will be able to choose two.
How MeUndies Solved Multiple Growth-Related CX Problems with Performance IntelligenceIs your customer-facing team struggling with answering the question, “How am I doing?” or “How is my team doing?” Without real-time metrics to answer these questions, trust in management erodes, employee satisfaction goes down, and you risk turnover. It’s imperative that your managers have the skills and tools to coach their teams and ensure excellent customer experiences. Hear how MeUndies, the madly popular online subscription clothing line, used Pathlight to create a culture of transparency and accountability by delivering real-time performance intelligence to the entire organization and granting leadership visibility into coaching across the frontline. MeUndies reduced employee workload by 4+ hours per week and is better able to adapt quickly to changes in logistics and customer needs. MeUndies has 400,000+ Instagram followers and over 200,000 customers owning 20+ pieces of the brand’s apparel, and is now poised for international growth and expanding product lines. Join us to learn how to empower your CX team to be their personal best.
How Our Client Achieved $1.5M+ Cost Savings with Digital Self-ServiceFour hundred thousand. That’s how many repeat calls our client received every year for a simple update on their claim status. Like them, many contact centers have been flooded with high call volumes for routine requests such as order status, service cancellations, claim filings, or payment updates. To meet increasing call volumes, most companies are scaling with increased headcounts. This drives up costs while hurting CX. Join Airkit for a mini case study to learn how their client, leverages digital self-service to drastically improve customer experience and get to market 14x faster than building a larger team in-house, resulting in $1.5M cost savings over three years. Discover how you can offload your contact center’s call volume by transitioning to digital self-service, lowering your cost to serve, increasing revenue, and boosting CSAT. Priceline Delivers Empathy at Scale with Personalized GuidanceAs a leading online travel agency, Priceline.com facilitates the provision of travel services from its suppliers to its clients. Delivering a consistent and empathetic customer experience is paramount for Priceline.com. In response to the COVID-19 pandemic, Priceline needed to change and institute its policies in near real time, deploying across its supporting BPO network. Their customer operations and technology teams enlisted Uniphore’s low code customer service automation platform to guide their customer service representatives.
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11:15 AM – 11:30 AM ET |
NETWORKING BREAK
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11:30 AM – 12:15 PM ET |
PANEL DISCUSSIONLet’s Get Digital: Driving Limitless Performance Through Digital Adoption and Operational ExcellenceConsumer needs have increased in complexity during the pandemic, further accelerating the adoption of digital transformation solutions in the contact center. There is a huge opportunity for brands to drive performance and operational excellence through people, technology, and customer experience. In this panel, we will discuss best practices of navigating accelerated digital adoption in customer care, including:
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12:15 PM – 1:00 PM ET
Jen Johnson
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KEYNOTECX Transformation Secret Revealed: The HERO Is Your Customer!Whether you are looking to polish up your current Customer Experience strategy or starting from ground zero, the most successful stories have one common theme: The customer is the HERO of the story! Many companies use terms like “customer-centric” or “customer-focused,” but in the end, how many of these companies are really putting their customer at the center of every single decision? Time, resources, and budget can all get in the way, but with true discipline and a shift in company culture, you can achieve CX Transformation success. Frontier is in the business of guiding to and delivering on the best available solutions for their customer’s communications needs. Established in 1935, Frontier has grown over the last 87 years and now provides service in 25 states. Emerging from bankruptcy in 2021, the company now has a renewed focus on improving quality in our products, services, and the experiences they create. Recently appointed as the head of Customer Experience, Jen will share some of the tenants of her personal philosophy, obstacles to success, and her strategies for driving a transformation with a true customer experience focus.
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1:00 PM – 2:00 PM ET
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LUNCH
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The contact center industry plays a pivotal role in delivering efficient customer service and support across various sectors. However, operating a contact center can be costly, primarily due to the highly labor-intensive nature of its operations. To address this challenge, organizations are increasingly turning to automated process flows to optimize their contact center operations and achieve significant cost savings.
Join us as we share the remarkable transformation journey for PSCU, the nation’s largest credit union service organization, and how they leveraged AI and automation to simplify hundreds of workflow processes and eliminate their complicated knowledge base—all while boosting agent performance and efficiency.
By streamlining and automating data retrieval and consolidation, knowledge management, and issue escalation processes, agents can dedicate their expertise to more complex, value-added tasks. This not only amplifies their productivity but also elevates customer satisfaction by ensuring faster and more precise resolutions.
In this session, Kim West, VP Product Marketing from Uniphore, will share invaluable lessons and key takeaways to:
Technology is most effective when it’s used in the service of human beings. Join Intradiem President Jennifer Lee for a customer case study featuring Jim Simmons from Synchrony Financial. Jennifer will discuss technology-driven strategies to boost employee well-being and performance, and Jim will explain how Synchrony Bank is leveraging automation along with Thrive’s science-backed behavior change platform to provide more human-centric support to its contact center agents. Arianna Huffington, founder and CEO of Thrive Global, will share via video how Thrive embeds employee well-being into everyday workflows, which lowers stress, builds resilience and improves performance.
In today’s competitive business landscape, customer service has become the ultimate differentiator. It’s no longer just about resolving issues; it’s about creating meaningful connections that foster loyalty and advocacy. Channel shouldn’t matter when it comes to delighting customers. The modern customer service team needs to meet customers where they are without having their information siloed across tools or channels. This panel discussion will bring together industry experts, thought leaders and seasoned practitioners to explore effective strategies and best practices for cultivating lifelong conversations with customers. Through engaging dialogue and insightful anecdotes, the panelists will highlight the key elements contributing to making customer service the centerpiece of your business by establishing a seamless channel experience that transcends traditional boundaries.
We all see it coming, an AI revolution that is more than just hype. However, figuring out how to make it work smoothly for customer service and finding the best way to learn, evaluate, and put it into action is not a walk in the park.
Join us as we examine the opportunities for leveraging AI to better understand, shape, customize, and optimize the customer journey and your overall CX. We’ll share real-world success cases and even a few cautionary tales of when things didn’t go quite as planned.
During this Shop Talk, you’ll leave understanding:
Navy Federal Credit Union (NFCU) has always been focused on providing member-first service to more than 12 million global customers, and their frequent recognition by Forrester, KPMG, and JD Power reflects that emphasis. With the advent of more advanced technology, NFCU has worked hard to strike a balance between the high-touch interactions and digital journeys they provide to members. To guide this work, NFCU adopted a Digital First, Member Always philosophy.
In this session, we will share a glimpse into some of the ways the NFCU customer experience teams are bringing this mantra to life. Starting with the fundamentals, we will discuss key initiatives that are improving the member’s digital journey.
You will learn about:
We hope you will join us to hear about NFCU’s exciting journey as they deliver compassionate service that strives to always put the member first!
As the workforce grows and diversifies, leading across generations has become more challenging than ever before. There are now five generations in the workforce (Silent Generation, Baby Boomers, Generation-X, Millennials, Generation-Z), each with unique values, communication styles, work preferences, motivators, and technology habits. This can lead to misunderstandings and incorrect assumptions among colleagues, making it critical to welcome different perspectives and use them to lead effectively.
In this workshop, COPC Inc. will present 2023 research that illuminates the reality of generational divides in contact centers and customer experience operations.
Attendees will:
Join COPC and your peers to learn how to transform your leadership approach and create a culture that welcomes generational differences. Leave this session with a better understanding of how to lead and manage each generation while maintaining individual strategies for maximum success.
Join Execs In The Know on Friday, September 22nd at 2 PM for an exclusive behind-the-scenes tour of SmileDirectClub’s manufacturing facility, dubbed the SmileHouse.
Your host Alvin Stokes, SmileDirectClub’s Chief Customer Contact Officer, will share how this disruptive brand streamlines the process from customer engagement to purchase decision and innovates the CX journey for their customers. He’ll delve into the fascinating connection points between customer experience and the SmileMaker Platform, which uses advanced AI technology via an app to put game-changing innovation in the palm of consumers’ hands.
Be a part of this tour to witness firsthand the impressive 3D printing technology, observe the seamless production of the brand’s clear aligners, and explore how using the power of innovation can up-level your customer experience. We can’t wait to see you there!
As a leading robotic vacuum cleaning company, iRobot prides itself on being a mission-driven builder that is revolutionizing the way the world cleans with consumer robots. In this thought-provoking keynote, Ledia Dilo, VP – Head of Global Customer Care and Fulfillment at iRobot, will address how the brand leverages customer-centric strategies to drive sustained growth, optimize operations, and build customer loyalty in an industry currently challenged by slowing demand, growing competition, and supply chain cost.
With a focus on optimizing operations, she’ll unveil the four strategic pillars that drive iRobot’s customer interactions, streamline onboarding experiences, and transform the contact center into an insights-driven and strategic business unit. Additionally, she’ll highlight the crucial role of the care team, their technical training, and collaborative partnerships with engineering in addressing complex product issues. Find out how iRobot leverages customer data and proactively engages with consumers to build lasting relationships. Drawing on her extensive experience, inspiring anecdotes, and metrics showcasing the success of proactive initiatives, she will demonstrate the immense value of customer-centricity in shaping the trajectory of brands to deliver win-win outcomes.
Join Ledia to gain insights on iRobot’s remarkable legacy that will inspire you to reshape your brand’s customer experience, unlock new growth opportunities, and cultivate enduring customer loyalty.
Join our panel of experts as they delve into the world of artificial intelligence (AI) and its potential transformative impact on customer experience (CX). The revolutionary capabilities that AI offers enable brands to drive meaningful change by delivering efficiency, hyper-personalization, predictive insights, and seamless interactions to just name a few.
This thought-provoking discussion will shed light on a wide range of perspectives, various use cases, and challenges and opportunities that are specific to an organization’s size and structure when deploying AI in the current CX landscape. Our panelists will also share how they are navigating critical considerations, such as ethics, data privacy, and striking the right balance between automation and maintaining a human touch.
The latest AI has the potential to automate far more customer inquiries than prior generations of conversational AI. While most people are familiar with ChatGPT, few have deployed Large Language Models in customer-facing applications.
LOOP Insurance is excited to share their journey from a simple chatbot to a state of the art LLM-powered AI assistant that has yielded an impressive increase in effectiveness and CSAT.
In this session you will learn:
Witness the transformative journey of iPostal1, the worldwide leader in digital mailbox technology, as we explore the extraordinary impact of artificial intelligence (AI) on customer service. Due to rapid growth and an influx of customers, the brand was challenged to rethink how it could maintain its high standards for an exceptional level of service.
Armed with innovative solutions and a dynamic suite of tools, iPostal1, was able to scale its operations and take control of how it managed relationships with customers without diminishing the quality of its customer service.
Join us to hear from Dan Medina, Director of Customer Service Operations at iPostal1, and Colin Crowley, CX Advisor at Freshworks, to learn how AI can empower your customers, agents, and leaders alike by:
The cultural alignment between your organization and your BPO partner has become an essential ingredient to drive performance, speed to proficiency, and a consistent customer experience across locations. When cultural alignment is measured, monitored, and continuously calibrated, both companies arrive at a greater understanding of each other’s beliefs, communication processes, and abilities—functioning with truly dynamic collaboration.
In this session, learn how Qualfon and Neiman Marcus’ cultural alignment has resulted in the ultimate strategic partnership.
In a rapidly changing world, the landscape of work and business is undergoing unprecedented transformations. During his keynote, Peter Mallot, Worldwide Support Leader for Modern Life and Business Programs at Microsoft, will provide an informed perspective and timely insights at the intersection of Workforce Strategy, Culture, and Technology.
The future of work is progression, not an overnight solution. It demands a shift in corporate culture, management philosophy, and workforce adaptation, where the focus moves from reactive to proactive, from support to achievement. The path forward lies in a delicate balance between leveraging technology’s capabilities and empowering people toward greater productivity, collaboration, flexibility, and automation to enable customers to achieve more.
Join Peter to gain a deeper understanding of the engine required to drive change for an organization’s most valuable assets — its teams and its customers.
In this engaging keynote address, Stacy Spikes, CEO of the nationwide movie subscription service MoviePass, will take you on a journey where customer-centricity and innovation converge to create immersive and personalized cinematic experiences for all.
Discover how MoviePass is reinventing itself post-bankruptcy, overcoming past challenges, embracing product and customer service improvements, and setting its sights on a new horizon. From navigating customer churn to building customer trust and loyalty, Stacy will share real-life examples of the pivotal moments and invaluable insights that are shaping the brand’s trajectory.
Learn why diversity and building community are not just cultural values, but smart business moves that lead to better products and greater market reach. Additionally, Stacy will delve into the potential of blockchain technology as a powerful tool to bridge the gap between moviegoers and filmmakers.
Join us for this thought-provoking and inspiring look into the future of cinema and Stacy’s ambitious plans for reinventing moviegoing for customers.
As CX leaders, we recognize that enabling a customer-centric vision holds immense potential for driving value for our organizations.
Join our esteemed panel of industry experts as we explore how CX is used to drive revenue opportunities and strong business value. The panel will unlock the key KPIs and performance metrics that leaders must be measuring and monitoring to validate and amplify the value of their CX vision. With an ever-changing technology landscape alongside evolving customer expectations, we will explore the future impacts of CX ROI and discuss the influence it will have on what we measure.
From this session you will take away:
Enter digital workers, where AI and automation meet to support employee and customer experiences. They are changing our understanding of the future of work.
To support human employees, digital worker technology will continue to advance capabilities. The unique capabilities of Generative AI and automation are enabling CX leaders to gain a deep understanding of customer preferences, behaviors, and pain points.
Join us as we explore a real-world example of how a leading brand harnessed digital workers to revolutionize its contact center operations.
During this Shop Talk, you’ll discover:
As artificial intelligence (AI) and machine learning (ML) technology evolve, contact centers are using them to transform customer experiences through agent assist, self-service, and conversational analytics capabilities.
Join Amazon Web Services (AWS) and Truist to discover best practices for how to leverage AI-powered technology to deliver exceptional customer experiences. In this session, you will learn about:
With the global CX personalization market forecast to hit $11.6 billion by 2026, it is imperative that brands embed true personalization opportunities across the service journey. Facilitation begins with bi-directional omnichannel engagement that will require cutting-edge technology, insightful analytics, and advanced agent enablement.
This incredible panel will showcase agents alongside their business leaders in what is sure to be a powerful conversation on the approach needed to radically transform customer relationships. Join us as we unpack and explore critical insights from two unique perspectives on:
Inspiration is a catalyst for greatness. It transcends the mundane and ordinary, breaking through conventional boundaries to unleash the full potential of individuals and teams. In this captivating keynote, Carolyne M. Truelove, Vice President, Reservations and Customer Relations at American Airlines, will unveil the immense power of inspiration and its ability to ignite a drive for exceptional results and lead transformative change.
Discover the extraordinary possibilities that lie within you as a leader. Everything a leader does requires connection, including vision, strategy, and execution. Learn the art of connected leadership, fostering a culture of open-mindedness, and leveraging your leadership to navigate through the ever-evolving business landscape. When inspiration permeates every aspect of an organization, magic happens. Join Carolyne for an unforgettable keynote and unlock the secret to inspiring others into action.
Generative AI brings forth a new realm of possibilities for enhancing the customer experience. However, its propensity to occasionally deliver inaccurate or nonsensical information — a phenomenon known as a hallucination — could potentially impact hard-won customer loyalty. To ensure its success, generative AI has to solve problems and respond in a way that is accurate, helpful and free from toxicity and bias.
Join AI experts from TELUS International, a leading digital customer experience provider, for a Tech Forum exploring:
Companies today require a robust well-being strategy to have a material impact on the growing crisis of workplace mental health and business resilience. Join us for this interactive session as we explore the Four Building Blocks of Emotional Intelligence. We’ll be exploring how to intentionally cultivate learning, development, and leadership strategies that focus on mindfulness and emotional intelligence, and how they are enhanced by dynamic neuroinsights and AI technology.
Key takeaways:
There is a great divide emerging in customer experience (CX) and leaders are being presented with the opportunity to blaze a trail forward with Conversational AI to set themselves apart in their service experience.
Conversational AI presents the opportunity for companies to harness new technology in a low-risk, high-impact environment. Embracing these new possibilities makes it possible for CX leaders to deliver enhanced and effective service at scale.
During this Tech Forum, you will be guided through the steps and considerations needed to build your very own AI assistant. Participants will walk away appreciating how simple and risk-free it can be to deliver big CX wins.
Join us as we explore:
Don’t miss this opportunity to bridge the Conversational AI divide and unlock the full potential of AI assistants in revolutionizing your CX.
In today’s remote work environment, organizations must not only hire the right talent but must also leverage technology to effectively manage and improve the employee experience (EX) throughout the agent life cycle.
To boost agent experience and reduce cognitive load, leading organizations are:
In this 90-minute session, we’ll explore how to best empower remote employees and motivate them to foster collaboration amongst themselves as well as with managers. With effective strategies in place, companies will see higher ESAT, engagement, and retention from happy and productive team members.
As you build onboarding for new hires, getting your agents to a place of confidence and proficiency can often be a challenge, especially in a hybrid workforce environment.
In this interactive session, we will reveal key findings on CX preferences designed for today’s consumers and what experiences they truly expect when contacting your brand for support. Find out why driving higher speed to proficiency with new hires is the top metric for delivering the experience your customers expect and deserve.
The hybrid workforce is here to stay. Learn insights into why companies are losing customers and market share by not having effective onboarding. While companies shifted to ‘virtual learning’ due to need, most lack a cohesive and scalable training and onboarding strategy for new hires in a global hybrid workforce.
In this session you’ll learn:
Jack Meek currently leads customer care operations at GoDaddy, the world’s largest services platform for entrepreneurs around the globe. GoDaddy’s mission is to empower their worldwide community of 20+ million customers — and entrepreneurs everywhere — by giving them all the help and tools they need to grow online. With 21M+ customers worldwide and 84M+ domain names under management, GoDaddy is the place folks come to name their idea, create a compelling brand and a great looking website, attract customers with digital and social marketing, and manage their work. Jack is responsible for developing and executing the future global care strategy that will continue to differentiate GoDaddy as the advocate of small business success throughout the world.
Jack is an influential change leader who has a passion for technology, innovation, and seeing people succeed. His foundational expertise and passion for building a solid employee and customer centric culture started at MCI where he was repeatedly recognized for record-breaking performance & leadership achievements. He then went on to help build and consolidate large-scale customer service and sales organizations at in the Telecom and Retail Energy space. Jack has successfully transformed and maintained customer operations and sales organizations of all sizes and across many different industries. He spent several years as a senior leader in the Business Process Outsourcing (BPO) industry helping multiple clients such as Verizon, Sony, and T-Mobile achieve their customer outcome goals.
Jeff is a passionate advocate for Customers and designing frictionless experiences for them. He began his career in Marketing in 1991, as a call center agent, while attending the University of Wisconsin, Madison and studying Communication Theory and Research. The first eight years of his career included multiple call center operational roles. Following his first eight years in operations, Jeff spent 10 years in the Omnicom family in both the US and the UK/Europe with multi-channel responsibility for Client Services and Program Strategy in a variety of verticals including Telecom, Energy, Media and Non-Profit. He currently serves as the VP and GM of Listener Care for SiriusXM with responsibility for all live customer interactions. His scope includes partnerships with 16 BPOs, in nine geographies, representing more than 60 support center locations.
Bill Colton is the Co-Founder and CEO of Global Telesourcing, a premium provider of digital and voice customer experience and sales solutions for some of the largest and most recognizable brands in the US. Using native-speaking English agents who spent their formative years living in the US, their workforce is as bi-cultural as they are bi-lingual. Global Telesourcing serves clients from centers in both Monterrey and Leon, Mexico, as well as work-from-home.