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.
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.
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:
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 strategically important, but even more so now given the global economy and the challenges experienced due to the pandemic. Join us for an in-depth discussion among these CX leaders to learn how they are working to address the critical questions related to their sourcing strategies in the current environment, including:
This session promises to be an interactive and valuable discussion for organizations who outsource some or all of their CX operations and outsourced partners.
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:
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.
Human Care is foundational to Humana’s enterprise strategy. It is what Humana does and provides to make 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. Our service operations are bringing to life these end-to-end experiences that deliver simpler care and better health every day to our members and providers. In fact, our team was at the frontline of the COVID-19 crisis ensuring our 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 predictability 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.
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:
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:
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
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.
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.