EITK Event 3

Whether you're a seasoned player or new to the game, this tournament promises fun and friendly competition to all participants, including spouses. It is a fantastic opportunity to network with your CX leadership peers.

What's more, your participation supports a worthwhile cause, with proceeds benefiting the National Alliance on Mental Illness (NAMI). NAMI is dedicated to improving the lives of individuals affected by mental illness through advocacy, education, support, and public awareness.

Start with a free introductory lesson to learn the rules, then dive into the action on the courts. Compete for awesome prizes in various categories, including Highest Score, Lowest Score, and the coveted Hulk Award for the player with the most powerful smashes.

The fun doesn’t stop on the court. After the tournament, join us for dinner and an award ceremony.

Get ready to kickstart your day with our Total Body Fitness Class, a high-energy workout that’s packed with fun and intensity! Expect a heart-pumping blend of punches, kicks, core fusion, and electrifying music that will keep you moving. We’ll wrap it up with a cool down focused on breath, balance, and mindfulness, leaving you refreshed and ready to take on the day. All fitness levels are welcome—come break a sweat and feel amazing!

Join us for a highly interactive Leader’s Choice: “Challenge and Opportunity” Session. Attendees will work together in a fun exercise to identify opportunity statements and document the necessary components to create a foundation for overcoming some of the top challenges in the industry.

An Engaging Discussion on Pressing Topics Facing CX Leaders Today.

As AI transforms the contact center, supporting people managers becomes critical. During this session, we’ll dive into empowering managers to thrive in this new era.

Join our session to learn how to:

• Foster decision-making and problem-solving by managers.
• Promote continuous learning for effective leadership.
• Leverage AI tools for data-driven coaching and personalized experiences.
• Balance automation with the human touch for empathy and success.

Through practical examples and interactive discussions, participants will gain actionable insights into creating an environment where agents and managers feel empowered, supported, and equipped to succeed in this new era of AI-driven contact centers.

When employees don't feel valued or motivated to do meaningful work, the negative impacts are deep and wide. But where should leaders focus to make sustainable change? This workshop cuts to the core of employee apathy and arms leaders with actions that transform the perception of contact center work.

Participants will explore:

• What are the root causes of employee apathy and how do you address the early indicators?
• Which methods are best for understanding employee sentiment, motivators, and detractors?
• How does clarifying and strengthening the connection between employee purpose and business goals improve performance?

Are you ready to unlock the full potential of your customer experience strategy by putting your employees at the heart of it all?

OP360 has discovered a better way to achieve industry-leading employee satisfaction and retention rates. With a voluntary attrition rate less than half the BPO industry average, their approach to employee engagement is truly employee-motivated.

In this interactive workshop, you'll discover how to:

• Create a workplace culture of empowerment that inspires employees to make the best decisions for customers
• Implement AI-enabled technology solutions that free up employees' time, allowing them to focus on process improvement and identify areas of concern
• Utilize our proven Employee Engagement 360 (EE360) Program to strengthen relationships and connections within your team
• Boost employee satisfaction through recognition, health and well-being initiatives, diversity and inclusion programs, and corporate social responsibility

You'll leave this session with practical strategies to humanize your employee engagement and customer experience. Get ready to learn a better way to nurture happy, healthy, and resilient employees, which will lead to equally happy customers and a thriving business.

You’ve implemented automated solutions but how well are they being operationalized to drive measurable results? Automation is impacting all facets of business and getting the most out of it requires experience and insights to successfully integrate it across your entire CX lifecycle.

Join Matt Wheatley, Chief Revenue Officer at IntouchCX and Ingrid Betts, SVP of Transformation and Strategy at Conservice for a deep dive on strategic automation integration and how it can impact the bottom line. 

Key Takeaways: 

• How to integrate AI & automation across your CX operations
• Identifying & enabling automation across the customer & agent journey
• Leveraging expertise in platform and tech stack integration 

Take a journey with leading brands demonstrating significant results in this large language model (LLM) era. While most Generative AI (GenAI) RAG options are getting caught up in legal and compliance issues, discover how some of our favorite brands are accomplishing customer self-service rates with modern virtual assistants.

Many experts are ignoring another option that delivers tremendous results. Explore how Fortune 500 consumer brands use LLMs for speed, ease, and scalability without risks. In this Tech Forum, we will deep-dive into real customer-facing results that compare and contrast to legacy virtual assistants that will soon become extinct.

Lead your contact center into a future where AI and human agents work together seamlessly.  We'll provide a comprehensive strategy addressing AI adoption's technical and emotional aspects. Gain the insights and tools to navigate AI integration, improve agent satisfaction, and achieve cost savings while enhancing service quality. 

Key topics include:

• Managing Change: Addressing agents' fears about job security, helping them adapt to new roles, and creating a positive work environment.
• Enhancing Roles: Using AI to automate routine tasks, offer real-time support, and free up agents to handle more complex interactions.
• Practical Strategies: Using the COPC AI Impact Change Planning tool and research to create a plan that eases the transition and emphasizes AI's benefits for agents.

Join us for an interactive session on transforming agent experiences with AI. You’ll walk away with a strategy leveraging the COPC AI Impact Change Planning tool to ensure a smooth transition while improving and fulfilling agents' jobs.

DINNER WITH CX LEADERS: A Private and Intimate Gathering

In an era of rapid disruption in traditional car retail and financing, Chase Auto, a division of JPMorgan Chase, is leading the transformation of car buying and vehicle financing. Join keynote speaker Renée Horne, Chief Marketing & Customer Experience Officer, as she shares how Chase Auto is pioneering a shift towards innovative, customer-centric solutions that meet the evolving market demands.

Renée attributes her career success to being curious and a bit adventurous, in her keynote, she will discuss how passion for innovation allows Chase Auto to create a seamless, omni-channel car buying experience using advanced technologies and JPMorgan Chase's extensive assets.

For manufacturers, Chase provides essential capital, financing, extensive marketing capabilities, customer data, expansive branch network, and commerce solutions. For dealers, Chase Auto offers flexible credit options, alternative deal structures, and comprehensive banking services, transforming from a retail lender to a commercial banking partner. For consumers, Chase Auto revolutionizes the car buying journey with digital originations, pre-approved loan programs, and enhanced user experiences.

Renée will explain Chase Auto’s holistic approach to improving the automotive supply chain, providing reliable capital and services to manufacturers, financial solutions to dealers, and a seamless car-buying journey to consumers. 

Join us to learn more about Chase Auto as they enable manufacturers to innovate, dealers to thrive, and consumers to achieve their vehicle ownership dreams, ultimately transforming the automotive industry.

Customer service leaders are under constant pressure to drive growth and customer satisfaction with innovative solutions. In this panel led by Freshworks, CX industry leaders will share critical insights and considerations they face when looking to drive rapid innovation in their organizations. They will discuss the critical foundations they focus on to ensure their innovation decisions drive the business results they seek and are future-proof.

You will gain insights into:

• The power of data in ensuring a unified view of your customer
• Embracing AI to drive scale, trust, and security
• Enabling key leader insights to drive accurate decision-making

Through engaging discussions and hands-on exercises, you will develop a clear understanding of the essential platform capabilities required to drive exceptional customer service and achieve specific business objectives. Sharpen your platform selection skills through interactive exercises designed to evaluate key capabilities and ROI, including:

• Developing a blueprint to unify customer data
• Creating a roadmap for AI deployment
• Identifying proactive, real-time KPIs

Don’t miss this opportunity to network with industry peers and gain actionable strategies to propel your organization forward.

The world is full of famous duos (Holmes & Watson, Batman & Robin, Han & Chewie), showing us that working together is better than going alone. The same can be said for the complex and ever-changing world of customer service. How can you be expected to stay up to date with the latest CX best practices when Generative AI is changing the game, sometimes by the hour? You need an experienced and innovative partner to navigate this ever-changing world and empower you to create craveable customer experiences.

By attending this session, you will learn:

• How Progressive identified the right partner to entrust with their customers
• How Progressive saves over $20M in annual operating expenses
• How Progressive achieves 97% intent accuracy to empower customers

Staples aims to help businesses of all sizes be more productive, connected, and inspired. With the introduction of generative AI (GenAI), Staples quickly recognized its potential to enhance the experience of store employees (Associates) by improving their ability to serve in-store customers and increasing their confidence, productivity, and job satisfaction. The company sought a partner to bring their vision for a conversational AI assistant capable of addressing both Associate and customer queries to life and found that partner in Quiq. 

Since deploying its employee-facing GenAI Assistant, Scout, Staples has streamlined and accelerated access to information. Scout, an AI model trained on all things Staples, can instantly answer questions about policies, processes, products, and more, enabling Associates to assist customers and themselves efficiently. 

Join this discussion with Natasha Bialecki, Staples CX Specialist, and Quiq Founder and CEO Mike Myer to learn: 

• Key considerations when developing a GenAI Assistant
• Unexpected challenges encountered during the implementation of Staples’ first GenAI Assistant 
• Strategies for scaling a GenAI Assistant rollout, including innovative approaches to drive Associate usage and engagement

Join us for an insightful roundtable discussion on the latest AI-powered tools revolutionizing the contact center landscape. We’ll explore cutting-edge technologies with a leading luxury retailer including agent assist, automated summarized notes, fraud detection, auto reships and automated email responses. This session is designed for CX leaders eager to enhance efficiency, accuracy, and security in customer interactions. Attendees will gain actionable insights into how these tools can streamline operations and elevate customer satisfaction.

Discover how AI can provide real-time support to agents, offering suggestions, answers, and guidance during customer interactions to improve response times and accuracy. Understand the role of AI in detecting and preventing fraudulent activities during customer interactions, safeguarding your business and customers and more!

In this discussion, you’ll gain practical tips on:

• Implementing agent assist tools to enhance real-time decision-making during customer calls
• Utilizing automated note summaries to improve agent productivity and reduce after-call work
• Integrating fraud detection systems to protect your contact center from security breaches
• Adopting auto reship capabilities to streamline the replacement process and reduce customer frustration
• Setting up automated email responses that maintain personalization while increasing efficiency

Delivering exceptional customer experiences (CX) requires more than just implementing the latest technologies. It demands a holistic, long-term approach that transforms organizational culture and mindsets.

This session will examine strategies for creating a sustainable culture of CX transformation, where continuous improvement, agility, and customer-centricity become embedded in the enterprise’s DNA.

It will explore the key elements needed to drive lasting change, including:

• Leadership alignment
• Employee engagement
• Process optimization
• Data-driven decision-making to drive business value

AI in customer service is here. While some brands are still considering how it fits into their CX strategy, others are already hard at work implementing it in their day-to-day to handle volume, streamline processes, and grow customer loyalty.

In this panel led by Gladly, hear practical strategies and personal experiences from leaders on how they’ve applied AI across their support teams and found success.

They’ll discuss how to use AI to:

• Manage volume with intelligent solutions that meet every business need, from powerful self-service features to effective automation tools for agents.

• Scale and meet changing contact center needs, such as seasonal spikes in call volume, without increasing costs.

• Empower your agents to focus on high-value interactions — such as cross-selling and upselling — that drive revenue and customer satisfaction.

In this case study presentation, we delve into the successful Mastercard CX journey, showcasing how they have transformed CX through a human-centered approach.

Key discussion points include:

• Mastercard’s digital transformation journey and the role of partners like TELUS International in supporting their vision.
• The importance of mastering foundational CX operations before implementing AI and other digital technologies.
• How Mastercard and TELUS International have balanced human and AI collaboration to enhance customer service.
• Specific examples of successful CX transformation.
• Insights and advice for CX leaders on leveraging AI – what it can and cannot do

The goal of this panel session is to explore how empathy and emotional intelligence (EI) can serve as transformative forces in customer experience (CX) management, transcending traditional metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores. In an era where customers expect more personalized and meaningful interactions, the integration of empathy and EI into CX strategies is becoming increasingly vital. 

This session will feature a panel of subject matter experts (SMEs) who will share insights and real-world examples of how leading organizations are incorporating these human-centric approaches to enhance customer loyalty and satisfaction. Through interactive discussions, we’ll lean into challenges and opportunities associated with fostering an empathetic culture within CX teams and company culture. 

CX leaders will leave with actionable ideas, compelling anecdotes, and valuable resources to guide the adoption of empathy-driven approaches in their own organizations. This session aims to inspire a shift from viewing customer interactions as mere transactions to embracing them as opportunities to build deep, emotional connections that drive long-term success. 

In an era where customer expectations continually evolve, transforming your organization to meet and exceed these demands is imperative. Join keynote speaker Kimberly Masters, Senior Group Director at Sam’s Club, as she unveils the journey of transformation that led to significant improvements in customer satisfaction and operational efficiency.

Kimberly emphasizes that a successful transformation starts and ends with an obsessive focus on enhancing experiences for members, customers, and associates. Achieving this requires a unified vision and measures of success across all levels, both internally and outsourced. Embracing boldness and the courage to challenge the status quo, coupled with integrating process, technology, and resources, is crucial. Timing is everything, especially concerning GenAI, and is essential for getting the experience right.

Her keynote will provide invaluable insights and actionable strategies for organizations looking to embark on their path to transformation, emphasizing the importance of a strong foundation, strategic alignment, and a bold, innovative vision.

Amanda Wiltshire-Craine, Senior Vice President and Head of Global Customer Services at PayPal, is a forward-thinking leader committed to personalizing customer experiences through technology and innovation. In her keynote address, she will discuss PayPal's approach to customer service under the guidance of their new CEO and the brand’s ambitious three-year strategic plan to radically transform service delivery and operations. 

With a focus on personalization and automation, PayPal is setting new standards for customer interactions. It is leveraging data and advanced technologies like AI and GenAI to become more predictive in how the organization surprises and delights its customers. Amanda will illuminate the journey toward completely reimagining servicing as more intuitive, empathetic, and universally accessible.

She is deeply passionate about diversity, equity, and inclusion as a leader, particularly in promoting leadership opportunities for women and people of color. Amanda aims to leave a legacy that empowers the next generation of leaders, making meaningful progress toward a more inclusive C-suite landscape.

Join Amanda to explore how PayPal’s innovative approach to service transformation can inspire your strategies for integrating technology with human-centric customer interactions.

Astound Communications, an award winning internet service and 6th largest telecommunications company in the United States,  faced common challenges in selecting and implementing an AI solution to enhance their contact center operations. Their objectives for AI were to increase productivity, lower attrition, reduce training costs, and enhance agent efficiency. Ultimately, Astound choose Agent X, deploying an LLM-driven QA solution. 

In this discussion, HGS and Astounds Communications share a journey of understanding, evaluating, selecting, and implementing an AI-powered knowledge management solution. Learn how the implementation led to a comprehensive dashboard that boosted agent productivity, allowed for the leverage deeper insights, and offered a 360-degree of the customer to enhance the end user experience.

Gain key insights into:

• Criteria for Selection: Understand the specific criteria Astound Communications used to identify an AI solution that aligned with their goals.
• Cost Efficiency Gains: Find out in what ways an AI-based system can drive cost efficiencies. 
• AI Implementation: Learn about what success looks and how to measure it when deploying of an AI-based intelligent knowledge management solution.
• Automated QA Solution: Explore how the integration of an LLM-driven automated QA solution further optimized operations.
• Agent X Solution: Discover why Astound Communications selected Agent X as their AI-powered contact center solution

You can have both - improved CSAT and AI automatically answering support requests. 

Discover how one of our clients is doing just that and how they:

• Gained leadership and team buy-in for AI-first customer service
• Prepped for and launched an AI Agent
• Optimize AI agent performance for their organization
• Improved CSAT at the same time

Whether you’re still preparing to adopt AI for customer support or want to improve your resolution rates, this session will provide you with specific tactics and concrete advice to successfully incorporate AI into your strategy.

In today’s fast-paced digital landscape, delivering exceptional customer experiences is more critical than ever. Join us for an in-depth session where we explore how Limitless, in collaboration with Google, has harnessed the power of GigCX to transform the way customer support is delivered.

In this session, we will delve into the innovative strategies that have placed customers at the heart of the customer experience, leveraging the flexibility and scalability of GigCX. You’ll discover how Limitless and Google have reimagined traditional customer service models, empowering gig experts to deliver personalized, empathetic support at scale, and in real-time.

This case study will provide actionable insights into how your organization can adopt similar approaches to revolutionize customer engagement, drive customer satisfaction, and ultimately, foster deeper brand loyalty by putting the customer first in every interaction. Don’t miss this opportunity to learn from industry leaders and take your customer experience strategy to the next level.

Generative AI is the hottest topic in CX today, and one of its most promising applications is powering GenerativeAgent. A generative AI-powered virtual agent is as capable as Tier 1 agents to increase resolution and customer satisfaction. Your customers need a virtual agent that they can speak to naturally to accomplish tasks. Now they have one. 

In this session, ASAPP and PTP will deep dive into this AI-led innovation and share how they partner with clients to deploy GenerativeAgent to deliver operational improvements, increased customer satisfaction, and reduced costs. You will witness firsthand just how powerful this technology is!

You’ll gain insights into:

• Ways GenerativeAgent unlocks business value and improves CX
• Real-world examples of how the ASAPP/PTP team is deploying GenerativeAgent with a Fortune 100 client and the results they are seeing
• Practical tips to get started on your organizations’ GenerativeAgent journey, including best practices and process recommendations

In today's dynamic business environment, organizations increasingly recognize the importance of effective support models and strategic partnerships to enhance operational efficiency and customer satisfaction.

This panel explores developing and implementing robust people and agent support systems, emphasizing the significance of well-designed partnerships between businesses and their support teams. Whether your organization leverages outsourced services or manages operations internally, navigating agent support requires strategic insight and adaptability. 

Support models must stand ready to solve complex problems, drive digital transformation, and leverage technology to elevate the customer and employee experience. By fostering collaboration and leveraging the strengths of both internal and external resources, companies can build a support infrastructure that is both responsive and resilient.

This Panel Discussion will provide valuable insights into:

• Best practices for creating and maintaining partnerships that align with organizational goals.
• The value of strong comprehensive support models that can meet the evolving needs of businesses and their customers.
• Leveraging the tools and technology that can strengthen your agent delivery model.

Join this conversation to learn how to navigate agent support and ensure better client, customer, and employee experiences.

Join us for an enlightening keynote with Emily Sarver, Vice President of Customer Experience at Lovevery, a subscription-based early learning company focused on child development. The brand, known for its dedication to social and environmental impact, has over 350,000 active subscribers and was named one of Fast Company’s Most Innovative Companies in 2024.

Emily is an intentional, dynamic, and forward-thinking leader passionate about building and scaling world-class support teams. She leads from a place of conviction, characterized by a commitment to continuous improvement and a clear vision for the future. During her keynote, she will delve into the CX strategies that have fueled Lovevery’s growth and innovation, including using every interaction as an opportunity to build a meaningful relationship.

You’ll gain an understanding of how acting for the good of society and the planet and having purpose-driven leadership, along with a people-first culture, can help scale operations globally and advance a brand’s reputation while maintaining a solid customer-centric focus.

Attendees will walk away with actionable insights and be inspired to implement purpose-driven leadership within their own organizations to achieve operational success and make a meaningful impact.