Wednesday, June 16, 2021

11:00 am - 12:10 pm Business Meetings

12:10 pm - 12:20 pm Welcome Orientation + Opening Remarks

12:20 pm - 1:05 pm Channel Strategy & Optimization: How to Capture and Understand Customer Journeys Across Multiple Channels

The past year tested our ability to keep pace with evolving customer expectations. In this next normal, do our systems of insight serve us in terms of capturing and understanding new and different customer journeys, particularly across multiple channels? In this roundtable, hear from fellow executives on unique challenges and scrappy solutions for advising effective channel strategy.

1:10 pm - 1:55 pm Digital Transformation: How to Build a Personalization Infrastructure Across Channels

Whether it is content recommendations or self service preferences, customers now rely on personalization more than ever to ensure that their customer journey is efficient and purposeful at each touchpoint. Is your organization set up for success digitally to deliver personalized experiences across channels? In this roundtable, benchmark data infrastructure, connectivity and personalization strategies.

2:00 pm - 3:10 pm Business Meetings

3:10 pm - 3:55 pm AI & Automation: How to Humanize Automated Customer Touchpoints

Gabriele "G" Masili - VP & CTO, Customer Experience & Success, Microsoft

Striking an effective balance between the value of technology and the importance of a human touch continues to challenge organizations. Beyond the tradeoff timing between self service and assisted service, how have you intentionally trained and integrated a level of humanity into AI-powered customer interactions? In this roundtable, learn about the successes and pitfalls associated with humanizing automated CX.


Gabriele "G" Masili

VP & CTO, Customer Experience & Success

3:00 pm - 4:35 pm Business Meetings

4:35 pm - 5:20 pm Workforce Management: How to Overcome Workforce Planning and Forecasting Challenges

2020 threw almost every contact center across industries for a loop as it relates to workforce planning. As some businesses return to work or commit to perhaps a permanently hybrid model, what are some of the various workforce planning and forecasting considerations that need addressing? In this roundtable, trade war stories and plausible solutions for the next generation of WFM.