Thursday, June 17, 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 Identify and Deliver on New Channel Opportunities

You've listening to the voice of your customers and have collected data that suggests the need for a new channel offering. How can you validate that a particular new channel will get you the ROI you need, and how do you go about onboarding this new offering with both agents and customers? In this roundtable, share stories of lessons learned and strategies to consider when designing and delivering a new, customer-facing channel.

1:10 pm - 1:55 pm Digital Transformation: How to Transform Operations from Multi Channel to Omnichannel

With customers taking more of a digital-first approach to their customer care needs, the need to effectively connect channels and deliver omnichannel experience is critical for agents and customers alike. What are the keys to consider when tackling this step in your digital transformation journey? In this roundtable, share the realities of transformation to include critical stakeholders, integration considerations, pitfalls and more.

2:00 pm - 3:10 pm Business Meetings

3:10 pm - 3:55 pm AI & Automation: How to Effectively Integrate AI into Self Service Channels

You've implemented a variety of successful self service offerings across your customer care operations. Have you considered how you can take these successes to the next level with the right AI technology and automation strategy? In this session, discuss prerequisities, considerations and even unintended consequences when integrating AI into your self service stack.

3:00 pm - 4:35 pm Business Meetings

4:35 pm - 5:20 pm Workforce Management: How to Maximize Hybrid Workforce Potential, from Productivity to Engagement

As many organizations explore reopening offices and returning to "normal", the reality begins to sink in that our "next normal" is likely one of hybird working. How can we as organizations ensure we embrace this reality in a way that maximizes both work productivity and people engagement? In this session, engage in honest conversations with fellow executives around strategies, challenges and the future of hybrid work.