Day One
CustomerCONNECT: Welcome & Opening Remarks
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A Global Pandemic and Cloud Acceleration Require Scale and Innovation
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Are you running a customer care operation or a digital customer care operation?
- Low touch and “digital-only” customer engagement
- Scaling actionable insights and enterprise feedback
- Securing permanent work-from-home strategies
- Enabling digital staffing models and agent empowerment
Call Deflection Masterclass: Deliver Superior CX While Reducing Costs
- Integrate VA, Live Assist, asynchronous messaging, and proactive engagement to deflect more calls
- Give agents powerful tools and real-time guidance to accelerate resolutions and handle more engagements
- Deliver a superior customer experience while dramatically reducing costs
Humans and Technology Intersect at the Future of Customer Service
- Overcoming the challenges of taking advantage, in real time, of the massive amounts of data generated by call centers
- How AI-powered automation can be used to support your customer service teams
- The positive impacts of automation when applied alongside, not in replacement of, humans
Strategies for Ensuring Successful CX Transformation
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ON-DEMAND- Which types of transformation can have the most positive impact on the customer experience
- Igniting and stoking a desire for change within your organization
- Common pitfalls that can sabotage your transformational efforts
- Techniques for breaking the cycle and creating meaningful, lasting change
A Global Pandemic and Cloud Acceleration Require Scale and Innovation
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ON-DEMAND
The digital revolution hit warp speed when the world went into lockdown due to COVID-19. Seemingly overnight, companies needed to connect with an almost entirely remote workforce. For the most part, these employees have remained at home creating an even greater need for access to Microsoft applications and files anytime and from anywhere. A transition to the cloud was no longer a consideration for many of Microsoft’s customers — it was a requirement.
Microsoft is faced with continuing to deliver on our customer experience at scale with consistently higher volumes. A digital transformation to harness the capability of artificial intelligence (AI), machine learning, and other technologies was already in motion in an effort to increase our self-serve capabilities and deliver personalized, assisted support. Rapidly innovating at scale across our support delivery is now a necessity.
Join Bryan Belmont, Vice President, Customer Service and Support at Microsoft, to hear how his brand is harnessing capabilities across our People, Process and Technology to meet the changing needs of our customers.
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Are you running a customer care operation or a digital customer care operation?
Companies operating in the cloud had a major head start digitizing their customer experience (CX) and contact center operations, while also keeping people safe and working from home. As we look to the post-COVID-19 future, organizations need to further accelerate investment in cloud services as a critical enabler for accelerating innovation, de-risking technology investments, and driving growth.
Join Kathy Juve, EVP, Customer Experience Technology & Insights Division at Concentrix, to see how cloud services are helping address critical CX and operations pain points, including:
Whether you’re just starting your cloud journey or looking for more ways to fast-track your CX modernization, this session is for you!
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Call Deflection Masterclass: Deliver Superior CX While Reducing Costs
Despite implementing chatbots, virtual assistants (VAs), and chat solutions, a lack of integration means that most enterprises aren’t seeing the reduction in call volumes they expected. But it doesn’t have to be this way.
Research shows most customers increasingly prefer using digital channels versus calling. Nuance has developed not one, but four call deflection strategies that enable our customers to deflect more calls while delighting more customers. Plus, when customers want to speak to someone, agents need to have the tools to resolve issues quickly and prevent repeat calls.
Join Abhay Prasad, Senior Director, Intelligent Engagement Product Management at Nuance, as he demonstrates how taking an AI-first, digital-first approach to call deflection can help you increase VA containment and agent productivity — and realize cost savings of 40% or more. In this session, you will discover how you can:
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Humans and Technology Intersect at the Future of Customer Service
Recent headlines argued that coronavirus would usher in the death of the call center. But even today, non-voice channels like email, chatbots, social media, and self-service still account for only a portion of customer service interactions. When customers cannot resolve issues through non-voice channels, they turn to agents because people solve problems for other people.
Hear from Jen Lee, Chief Strategy Officer at Intradiem, as she shares why solving the call center data problem is crucial for improving the customer experience. During this session, you will learn more about:
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Strategies for Ensuring Successful CX Transformation
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The velocity and trajectory of transformation within customer experience (CX) operations have increased exponentially in the past 5 years, as have consumer expectations of what good service looks like and feels like. In order to be best positioned, both now and the future, it is imperative that organizations apply the right approach to their transformational efforts. Without a bold strategy, a unified vision, and a solid plan for managing change, many organizations will struggle to realize the benefits of their transformational journey.
Come hear Jared Benesh, Director, Client Experience Capabilities at H&R Block, as he shares his decades-long experience in steering successful CX transformations across a variety of organizations. Discover the components critical to success, and learn how you can change minds and implement a manageable, step-by-step plan for a successful transformation.
During this session you’ll hear about:
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Day Two
CustomerCONNECT: Opening Remarks
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ON-DEMAND
Prioritizing and Protecting the Mental Health of Agents
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ON-DEMAND- Addressing the increased mental health risks specific to call center agents
- Taking practical steps toward improving as leaders and an organization
- Developing new wellbeing standards between both itself and its partners
Using Technology to Improve Relationships Between Team Members and Clients
- The Big Bang Effect- when geo-diversity and flexibility come together
- Customizing technology and infrastructure to creatively maximize results in program delivery
- Speed and agility for real-time CX delivery
- How processes, not red tape, drive performance
- The itel Way – Solid EX that nurtures a culture of innovation & experimentation
- System Connectivity – Solving the great technology puzzle
- Using technology and processes to maintain growth through crisis
Leveraging Emotion to Improve CX & Elevate Contact Center Performance
- Why emotion is a key driver for developing strong and lasting customer relationships
- How talent and technology investments can pay dividends in customer loyalty
- Understanding the differences between sentiment and emotional measurement
- The benefit of “getting emotional” with your frontline agents
The Digital-First Opportunity – Anthem’s Transformation for the Future of Care and Experience
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ON-DEMAND- Learn about Anthem’s new, customer-centric & digitally-enabled plan
- Discover the value of a Touchless Experience
- Get an insider’s view of Anthem’s Center of Excellence Incubator Lab
Creating a Strategic Roadmap for Change
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ON-DEMAND- Universal agents in an omnichannel model
- Prioritizing the conversation over the transaction
- Re-prioritizing metrics and measures of success to support quality
- Empowering the supervisor to own their team, the role of the day-to-day leader
- Associate engagement at home
Performance Management & Complexity Mapping for Data-Driven CX
- Map drivers of the end-to-end customer lifecycle
- Build a Complexity Study
- Use Complexity Studies to drive channel strategy
- Act on the results and leverage automation
Prioritizing and Protecting the Mental Health of Agents
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ON-DEMAND
Given the turbulent times we have faced over the last 12 months, protecting the mental health of our call center agent population is more important than ever. To be effective, organizations must first begin with awareness, and then develop a plan to act.
Join Joel Walker, Global Head of Corporate Services Sourcing at Vodafone, and learn how one of the world’s biggest Tech Coms providers is working to protect and improve the wellbeing of agents across its global call center operations. Specifically, discover how Vodafone has built action plans around:
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Using Technology to Improve Relationships Between Team Members and Clients
In today’s environment, when you’re looking to mitigate risk while outperforming the competition in customer experience (CX) delivery, moving quickly to adapt to change is critical. At the heart of it all is a people-first approach that is aligned with technology to improve relationships between team members and clients, drive efficiencies, and reduce costs. By taking a simplified approach, the road to CX success is faster, more joyful and more sustainable.
Join Yoni Epstein, Founding Chairman and CEO of itelbpo, as he shares his insights on how client relationship management is being redefined through flexible and customized use of technology that empowers employees to reach their full potential, and nurtures true partnership with clients.
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Leveraging Emotion to Improve CX & Elevate Contact Center Performance
Brands are officially doing business in what Forrester calls, “The Age of the Customer.” In this new era, customer experience (CX) is the battleground in which organizations win and lose. In order to compete effectively in The Age of the Customer, brands need to elevate their approach to CX and that journey starts in your organization’s contact/customer engagement centers.
Join Brian LaRoche, Marketing Director at CallMiner, as he provides an overview of the keys to delivering five-star CX experiences in contact centers through the understanding and actioning of insights derived from customer’s emotional engagements with your organization. During this session, you’ll hear about:
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The Digital-First Opportunity – Anthem’s Transformation for the Future of Care and Experience
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ON-DEMAND
Healthcare works better for consumers when all its parts work together. When data and services are interoperable, healthcare becomes simpler and easier. A platform approach lets leaders and innovators address challenges with more speed and agility than before. Connected systems allow an exchange of data, information, and insights across partners, internally and externally, facilitating a nimbleness that leads to innovation and healthier lives.
Join Peter Howerton, Staff Vice President, Staff Vice President, Digital Transformation/ Salesforce.com Center of Excellence (CoE) at Anthem, as he shares the transformation brought about by Anthem’s Digital First strategy. Learn how Anthem had to first redefine itself as a digital-first enterprise before it was positioned to use digital technologies to make healthcare simpler, faster, and smarter for stakeholders. During this session, you will:
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Creating a Strategic Roadmap for Change
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Customer service has shifted its role within organizations from operational support to becoming a critical data and revenue driver. The ways in which customers shop has shifted to digital, and fulfillment options are constantly evolving. Customer needs continue to shift and expand on two ends of a spectrum: high touch support and efficient responsiveness. Finding talent and managing associate engagement has moved online with Zoom interviews and virtual gatherings. In other words, the only constant in customer service is CHANGE, and the key to successful change is creating an adaptive service model that measures success by accountability to the customer experience.
Join Kate Showalter, Senior Director, Customer Service and PMO at Crate and Barrel, as she shares how to build an adaptive customer service organization, one that’s able to prioritize the customer experience by shifting to meet ever changing expectations. Listen as Kate discusses:
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Performance Management & Complexity Mapping for Data-Driven CX
With omnichannel consumer expectations on the rise, CX complexity is outpacing organizational execution. Understanding and managing complexity is critical to building optimized customer experiences and is fundamental to every brand’s ability to layer strategic insight and automation across key CX touchpoints. Using Complexity Studies to analyze omnichannel contact drivers, issue types, support performance, and post-interaction satisfaction, brands can build rigorously tailored support programs, leverage key automations, discover new efficiencies, and meet specific customer needs across any channel.
Join Wadad Nsouli, SVP of Customer Success and Business Insight at ibex, as she talks with Yuliya Orlova, Sr. Director of Customer Experience and Quality Assurance at Toast, to unpack the data and detail that goes into mapping complexity and turning insights into action. In this session, you’ll learn how to:
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