People. Process. Technology.

February 23 – 24, 2021



A great customer experience relies upon the interplay between three essential pillars: People, Process, and Technology. The optimization, integration, and mutually supportive nature of these components are of primary focus during CustomerCONNECT.

Join us for this highly engaging event, and learn how your peers are innovating in these critical areas.

  • Powerful 2-Day CX Leadership Event

  • Informative 30-Minute Keynote Sessions

  • Engaging 45-Minute Thought Leadership Sessions

People. Process. Technology.

The past year saw rapid and unprecedented change with entire operations being reimagined overnight. Throughout this journey of transformation, many organizations found a new appreciation for the delicate balancing act between People, Process, and Technology, and how these three need to work in total unison to produce a superb customer experience.

CustomerCONNECT is packed with content sure to educate and inspire, including Keynote and Thought Leadership Sessions, and opportunities to engage with event presenters as well as your peers.

Featured Keynote Session

Now more than ever call centers need to look at the needs of their people far beyond what is required at the desktop. Mental wellbeing is a critical component to your teams’ success and leaders need to draw continued focus and structure to how they can understand and support their agents’ needs.

“We now need to invest the same energy into protecting agent welfare as we did mobilizing enabled agents at the start of the pandemic.”
– Joel Walker


Keynote Speaker

Topics Covered During CustomerCONNECT

  • Technology and tools that are driving innovation in Customer Experience
  • Using technology to achieve efficiency and simplicity in your Customer Experience
  • The importance of process growth, flexibility, and adaptivity in your CX landscape
  • Ensuring your most important assets, your people, are well-supported and positioned for success
  • Innovative approaches to staffing frameworks, from gig to outsourcing
  • New and novel methods for recruiting, hiring, training, and coaching for an At-Home Workforce

Key Reasons To Attend

  • Impactful Best Practices

    Impactful examples of best practices from proven CX brand leaders

  • Powerful Perspectives

    10 Powerful perspectives on real-world solutions

  • Actionable Information

    Outcome-based focus providing meaningful takeaways


  • Attendees should include corporate executives that are focused on the operational strategy and execution of customer care. This will include those who are focused on people, process, and technology strategy.

What to Expect at CustomerCONNECT

More than ever before, CX success relies on the seamless meshing of your program’s most critical components: People, Process, and Technology. Join us for greater clarity and understanding of how these components relate and combine to define your brand in new and powerful ways.

  • Hear from proven Corporate Brand Leaders armed with experiences and insight to share
  • Gain perspectives from across the industries on a myriad of topics from corporate subject matter experts and top solution partners
  • Collect timely information to evaluate current strategies and examine new alternatives
  • Experience a convenient and content-rich online event, with an opportunity to gain real-time feedback and access content on-demand
  • Interact with speakers in a live Q&A panel discussion and collaborate in an exclusive corporate-only discussion in our KIA Online Community

Participating Sponsors