OVERVIEW
Messaging for customer care is on the rise, especially as consumer preference continues to shift from voice-based to text-based interactions. Messaging, within the context of customer care, includes SMS/Text and mobile apps, as well as a variety of purpose-built platforms like Facebook Messenger, WeChat, WhatsApp, or Apple Messages for Business, as well as private/direct messaging in social media platforms like Twitter or Pinterest.
Join us Thursday, August 4, 2022, along with 20-30 of your peers, and a panel of topic experts to discuss USING MESSAGING TO EXPAND AND ENHANCE YOUR BRAND’S DIGITAL CX.
Don’t miss out on this engaging, best practices-focused conversation.
Meet The Hosts
Kelley Cutforth
Vice President, Customer ServiceCheggBrett Frazer
Vice President, Customer ServiceSunbasketChad McDaniel
PresidentExecs In The Know
Messaging Topics
For brands keen to meet their customers where they are, as well as create a comprehensive, inclusive, and personalized digital experience, this 2-hour discussion will uncover why Messaging is such a natural fit for today’s contact center. Asynchronous, 2-way text-based communication provides a unique brand of on-demand convenience for both customers and agents, which is why it’s at the top of the list for so many top brands, especially those looking to further digitize their channel strategy.
Some possible discussion topics of the day could include:
- The advantages of Messaging, from the perspectives of both consumers and agents
- The strengths and weaknesses of various Messaging platforms
- Best practices for deploying, managing, and measuring a Messaging CX solution
- Minimum skills requirement, agent training, and the role of QA
- Tips for creating a personalized Messaging experience
WHO SHOULD ATTEND
Attendees should include corporate executives who are focused on the operational strategy and execution of customer care. This includes those who are currently using or considering using Messaging or other emerging digital solutions as a part of their CX strategy.
Vendor attendance to this event is limited to the participating panelists. If you’re a vendor (provider of CX services/solutions), please contact us at info@execsintheknow.com to learn how to get involved.
THE AGENDA
Day one
August 4, 2022
11:30 AM - 1:30 PM ET
| 11:30 AM – 11:45 AM ET | Welcome & Kickoff | |
| 11:45 AM – 1:15 PM ET | Messaging Panel & Collaboration | |
| 1:15 PM– 1:30 PM ET | Wrap Up |
When you register, provide your top three most pressing questions or discussion points related to Messaging — your input will help influence the discussion. This will be a 2-hour deep-dive conversation to help inspire you, guide innovation, and give you insights to propel your strategies and CX offerings.
Don’t miss this powerful solution-focused event full of learning and sharing.
day two
August 5, 2022
11:30 AM - 12:30 PM ET
CX Brand Leaders – Let’s Keep the Conversation Going
We’re sure to uncover topics during the Briefing that you are passionate about, so we’ve reserved time to dig in deeper.
As a corporate brand CX leader, after you register for the Briefing, you’ll receive an exclusive invitation to join us for a post-briefing, corporate-only discussion the following day (Friday, August 5th, 11:30 AM – 12:30 PM ET). The goal of this session is to have a candid conversation with corporate-only attendees about key takeaways from the previous day’s knowledge share. Additionally, during Friday’s discussion, the floor will be open for you to bring forth additional questions or topics that you wish to address with your peers.
PARTICIPATING PARTNERS
Learn more about each partner by clicking on their logo below.
INTERESTED IN BEING A SPONSOR?
Sponsors include solution providers – vendors, BPOs, software companies, etc.