DAY 1: Monday, October 5th
Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.
Join or Schedule a Braindate Now!
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Thank You to Our Braindate Sponsor: Clear Harbor |
Kick back, relax, and join the conversation during a live Coffee Talk session. A Coffee Talk is a 45-minute, two-way video roundtable discussion where CX corporate leaders like you have an opportunity to engage in lively conversations on a variety of pre-selected topics. Hear from other experts, share your own insights, and partake in a highly-focused and constructive discussion. PLEASE NOTE: COFFEE TALKS ARE RESERVED FOR CORPORATE BRAND ATTENDEES ONLY. If you are a vendor (Software provider, solution provider, etc) please contact info@execsintheknow.com to ask how you can get involved with upcoming Execs In The Know events.
Covid-19 has dramatically changed customer behavior and engagement for many companies. The global pandemic didn’t just create new issues but put a magnifying glass on many of the pre-existing pain points and shortcomings that companies have long deprioritized. Many placed customer service automation via digital transformation on the back burner, delaying their focus on the most important area of improvement. In this roundtable we want to uncover different areas of customer service affected by Covid-19 and explore solutions that will help transform the customer experience post-pandemic.
This Session Now Full – No Additional Registrations Are Being Accepted
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Phil Gray EVP of Corporate Development |
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Jason Westigard Sr. Product Manager Interactions |
Connect and collaborate with other CX leaders to discuss real-world challenges and best practices when implementing a remote agent workforce while ensuring data security and compliance. Join this session to share insights on how to deliver CX with flexibility and scalability while protecting your customers and your business.
This Session Now Full – No Additional Registrations Are Being Accepted
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Lisa Koenig Global VP Concentrix |
Messaging has become an even bigger and more critical part of our daily lives. That’s why the most innovative brands are finding new ways to engage with customers over messaging channels like Apple Business Chat, Facebook Messenger, SMS and more.
But what makes messaging such a critical focus for brands today—especially amid the current disruption? What can it offer customers that phone calls can’t? And what are the best use cases for each channel?
Join us for this Coffee Talk session “The New Rules of Customer Service Messaging”, where we’ll discuss how messaging platforms are fueling smarter customer engagement and how they can help meet your customers’ expectations. Register now to:
Join us for this interactive, roundtable discussion as we explore how to use messaging to your advantage and your customers’ delight, and get all your burning questions answered!
This Session Now Full – No Additional Registrations Are Being Accepted
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Shelbi Scott Senior Manager, Customer Engagement Strategy Nuance |
Join TELUS International, Chief Technology Officer, Jim Radzicki, to discuss how leading brands are rethinking, re-evaluating and reinventing customer service today using the latest in CX tech – from self-service, to automation, to AI/Bots, to RPA and more. And while the pandemic may have accelerated digital transformation to support customers, the need to keep the agent experience (AX) front and center in all tech considerations has never been more important.
This Session Now Full – No Additional Registrations Are Being Accepted
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Jim Radzicki Chief Technology Officer TELUS International |
It’s no secret that consumer behavior and traditional Service Journeys have been disrupted in 2020. Consumer demand and the timing of how and when they choose to engage with certain products/services has all changed. This, in turn, has caused companies to rethink their service and support models. Service design and blueprinting must not only account for these changes but also envision future business strategies to address how customer expectations may continue to evolve.
Please join us as we examine the changes in Service Journeys and explore topics such as:
This Session Now Full – No Additional Registrations Are Being Accepted
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Rick Zayas
Vice President – CX Strategy and Performance Improvement COPC |
Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.
Join or Schedule a Braindate Now!
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Thank You to Our Braindate Sponsor: Clear Harbor |
DAY 2: Tuesday, October 6th
Like many large enterprises, General Motors faced significant change and challenge in the face of COVID-19. The organization responded by innovating and quickly evolving the customer experience (CX). From shopping to delivery, from vehicle ownership to customer support, General Motors took and fresh and pragmatic approach in how it serves its customers, all while answering the call of a nation in the midst of a medical supply crisis.
Join Travis to find out how these strategic decisions led to new customer experience initiatives and brilliant innovations, setting the stage for revolutionary change and a transformed customer journey.
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Travis Hester Global Vice President of Customer Experience General Motors |
History shows that companies that adapt and innovate quickly to changing market conditions become future industry leaders. Effortless customer experiences are more important than ever. If you want to capture your customers’ hearts and a leading position in the marketplace, you need to look beyond the new normal and aim for the new exceptional.
Join Allyson as she moderates a panel of CX experts who are on the front lines of the COVID-19 pandemic, and learn tips on how to build an agile infrastructure to transform CX sustainability, resilience, and effectiveness.
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Allyson Boudousquie SVP Product Strategy Concentrix |
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Bernard Slowey Sr. Director, Global Support – Digital Transformation GitHub |
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Christian Jensen Customer Service Partner Operations Director Citibank |
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Dave Harris Vice President, Customer Care Operations Walmart |
Embracing customer feedback, engaging in active two-way dialogue, and building real relationships have become the path to further growth and retention. Successful companies must eagerly adopt the technology and workflows that place their customers purposefully in the center of everything.
Join Jimmy and Lawrence as they share how, when, and where Overstock.com has used technology to add value to communications in a way that is humane and genuine. Specifically, the two will be discussing:
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Lawrence Morrisroe Head of Product Marketing Quiq |
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Jimmy Budnik Vice President of Customer Care Overstock.com |
It goes without saying that our industry will experience lasting impacts from the events of this year, and all aspects of customer experience (CX) operations are under the microscope to ensure short and long-term success. An organization’s sourcing strategy is always a critical part of CX success, but more so now given the global economy and new challenges created by pandemic.
Join Rick for an in-depth discussion among these CX leaders to learn how top brands are working to address the critical topics related to their sourcing strategies in the current environment, including:
This session promises to be an interactive and valuable discussion for organizations that outsource all or some of their CX operations, as well as outsourced partners themselves.
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Rick Zayas Vice President – CX Strategy and Performance Improvement COPC |
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David Wilson Director of Vendor Operations, The Americas Uber |
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Julie Weingardt Vice President, Operations Turo |
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Shannon Hodges Vice PresidentGo Daddy |
In 2018, the Nordstrom team was looking for an outsourced call center partner that could meet and exceed their quality expectations, and flexibility was a key consideration. Liveops’ virtual flex model was up for the challenge.
Join Greg and Jim as they share how Liveops and Nordstrom have blazed a trail for virtual call center innovations in customer experience and security, creating a pool of talented virtual agents who exceeded SLAs.
In this case study, you’ll learn how:
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Greg Hanover Chief Executive Officer Liveops |
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Jim Gallagher Vice President of Customer CARE & Fraud Nordstrom |
Rising to the high bar of delivering on customer and employee obsession is challenging even in normal times. In the midst of the disruptions caused by COVID-19, it is exponentially more difficult. J.P. Morgan Chase adjusted its approach to overcome the safety, financial, and emotional stresses caused by the disruptions, and has surpassed its pre-COVID experience levels as measured by internal and external benchmarks.
Join Marbue Brown as he shares how the Chase Consumer Bank powered through the disruption to continue raising the bar for the customer and employee experience, including the five pillars of customer obsession for times of disruption.
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Marbue Brown Head of Customer Experience – Consumer Banking JPMorgan Chase & Co. |
Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.
Join or Schedule a Braindate Now!
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Thank You to Our Braindate Sponsor: Clear Harbor |
DAY 3: Wednesday, October 7th
Human Care is foundational to Humana’s enterprise strategy. It is what Humana does and provides, making the healthcare experience easier, more personalized, and more caring. To deliver on Human Care, we’ve transformed our technology, processes, analytics, and culture to reshape our end-to-end customer experience.
Humana was at the frontline of the COVID-19 crisis ensuring members received the Human Care they deserved. As the world changed overnight, our foundational technology work over the past 18 months created pathways for more immediate solutions and robust predictive capabilities. This was instrumental in delivering help to members in need of food, medical access, and transportation. We turned the crisis into an opportunity that has led to healthcare innovations and community wellness.
Join Vicki as she shares how Humana’s service operations are bringing these end-to-end experiences to life, delivering simpler care and better health every day to our members and providers.
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Vicki Perryman Senior Vice President of Consumer & Provider Services and Solutions Humana |
As we continue to settle into the new normal, many organizations are still struggling with how to stay connected with their employees. Maintaining a strong corporate culture and high employee engagement is crucial for customer experience (CX) success. As the saying goes, “Happy Employees equals Happy Customers.” But now, with remote work continuing and office dynamics changing (for those allowed to go back), what does instilling, maintaining, and enhancing culture look like, and how do we measure engagement?
Join Kory as he moderates a panel discussion with leading brands exploring these and other questions:
• What has and hasn’t worked to maintain culture remotely in CX operations?
• How is culture impacted in our new office / in-center environments?
• How have hiring, onboarding, and training employee programs adapted?
• How do we measure employee engagement in this new normal?
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Kory Laszewski VP Customer Experience Innovation TELUS International |
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Candy Lockwood Director of Customer Experience Progressive Insurance |
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Victoria Boston Vice President, West Division, Loyalty Centers of Excellence Comcast NBC Universal |
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Matt Zurcher Sr. Vice President, Customer Care HomeAdvisor |
Choice Hotels, one of the largest hotel franchises in the world with over 7,000 hotels including EconoLodge, Clarion, Comfort Inn, Quality Inn, and more, had a bumpy experience with their initial conversational AI implementation. Despite the dissatisfaction, they didn’t give up chasing the voice channel experience they wanted for their customers.
Join Brian, Jason, and Pauline as they share details about Choice Hotels’ journey with AI-powered virtual agents, including the successes that finally moved Choice Hotels from skeptic to believer. Learn what conversation AI has meant for their business, and find out about:
• The evolving capabilities and cost efficiency of virtual agents
• 3 things Choice Hotels wish they knew before they started
• Whether it’s better to Buy or Build for your business
• Navigating the complexities of doing voice automation well
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Brian Morin CMO SmartAction |
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Jason Coats Sr Director of Customer Care Strategy |
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Pauline M. Aponte Sr Manager, Analytics and Workforce Management Choice Hotels |
Artificial intelligence (AI) has quickly changed the technology landscape for contact centers. Organizations need to capture the benefits of combining AI with human capabilities to deliver seamless, conversational customer interactions.
Join this panel discussion exploring Human-AI interaction to understand why humans and AI-powered solutions shouldn’t be seen as exclusive alternatives, but instead as a powerful partnership with one learning from the other. Listen in and explore these and other topics:
• How AI will enable a new age of intelligent engagement
• Why humans and AI are better when working together
• How the latest innovations help humans and AI learn from each other
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John Dionne Director of Design and Optimization Nuance |
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Jennifer Hanson Sr. Director, Target.com Target |
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Mike Gathright SVP & Head of Customer Experience Hilton |
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Richard Weeks Head of Conversational Experiences – Consumer Digital Office U.S. Bank |
Allyship isn’t just a new buzz word — it is a description of an important relationship that more of us need to pursue, both in our personal and professional lives. Allyship has the power to positively reshape a company’s culture and help initiate meaningful change.
Join Corey as he provides some important relationship advice that can help put your brand on the right path for an inclusive culture. Learn how to lay the groundwork for initiating actions built on a firm foundation of empathy, advocacy and activism, generating positive results.
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Corey Flournoy Global Head of Inclusion and Diversity Groupon |
Artificial intelligence (AI) is a clear part of our future, both in our own day to day lives, and in the experiences we provide to our customers. And while AI is changing everything, it is still itself rapidly evolving.
For many companies, early adoption and deployment of AI-powered solutions performed well and earned much deserved recognition. But as the technology has evolved, it’s clear that some of the earliest AI-powered solutions are now hampering the ability to deliver an easy, personalized, automated, and targeted solution.
Join Brett as he shares the successes and challenges of an 18-month journey with Sun Basket’s ground-breaking chatbot, Sunny B. Learn how early successes gave way to new challenges, and get an insider’s look at the company’s decision to take a step back, reevaluate, and develop a new AI framework that allows for enhanced automation capabilities across multiple customer touchpoints.
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Brett Frazer Vice President of Customer Service Sun Basket |
Mindshare in a whole new way — have a Braindate! Braindate is a simple-to-use platform for meeting up virtually — one-on-one or in groups of five. All meeting opportunities are created and discovered by you and other users based on shared interests in specific CX topics. It’s a simple way for attendees to be the CEO’s of their own learning journeys and networking paths. In other words, Braindate is your chance to gain critical insights from others — just like at a live event. To receive your personal invitation to join the Braindate platform, all you need to do is Register for Virtual CRS. Please note, Braindates are exclusive to corporate brand registrants and the sponsoring partner.
Join or Schedule a Braindate Now!
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Thank You to Our Braindate Sponsor: Clear Harbor |
VP and Above
Senior / Director
Senior / Manager
Other
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.