Kickstart your day with engaging conversations and a healthy breakfast, setting the tone for a day full of motivation and meaningful connections.
Join us for an insightful fireside chat with the Commissioner of the Department of Aviation in Chicago, exploring the intricate dance of leading and innovating within one of the nation's busiest airport systems. This session delves into the Commissioner's journey from a customer service representative to the helm of O'Hare and Midway airports, shedding light on the pivotal role of leadership in fostering a culture of innovation and excellence. Discover strategic initiatives and digital transformation efforts to enhance operational efficiency, employee engagement, and the passenger experience. Learn firsthand about the challenges and triumphs of aligning strategic communication, building high-performance teams, and ensuring that every traveler's journey through Chicago's airports is seamless and memorable.
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Explore the art of balancing internal strategies with external partnerships in the dynamic world of customer contact. This panel discussion will focus on the integration of business process outsourcing (BPO) with digital transformation initiatives to create a synergistic approach in customer contact centers. Uncover insights into how competitive yet collaborative environments between in-house teams and external vendors can drive enhanced efficiency and customer service excellence.
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Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app.
Recharge your day with The Bean. Inspired by Chicago's iconic Cloud Gate, this coffee break is designed to invigorate and inspire your taste buds.
Discover the transformative power of an enhanced employee experience within the contact center. Join us as we discuss the hot topic of the day: Artificial Intelligence. We ask the hard questions like: exactly what is AI, and will it really help my agents deliver a better customer experience -- or will it create more headaches and work down the road? We ponder if every contact center is really ready for AI. And what about your agents - are they asking for AI tools or are they afraid they will be replaced by them? In this session, industry professionals will explore these questions and apply real world knowledge and experience that can empower you to make the best decisions around AI for your contact center, your agents, and your customers.
Get a chance to connect, share insights, and build relationships with your peers in a relaxed and friendly setting. We'll arrange seating based on your top priorities
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app.
A tranquil escape into nature's embrace. Take some time to recharge while enjoying brain-boosting snacks designed to energize and inspire.
In the delicate balancing act between driving cost efficiencies and fostering growth, contact center leaders face a unique set of challenges. This session, spearheaded by a seasoned expert with extensive experience in contact center strategy and leadership development, aims to unravel this complex equation. What are the keys to achieving both cost savings and growth without sacrificing one for the other? Join us to uncover practical, proven strategies for transforming your contact center into a hub of efficiency and innovation.
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In an era where digital transformation is pivotal, organizations are continually seeking innovative ways to enhance employee engagement, operational efficiency, and customer satisfaction. This panel discussion will explore the dynamic intersection of employee engagement, data analytics, and digital solutions. Join in on the conversation as we delve into the challenges and triumphs of integrating cutting-edge digital strategies with core employee engagement principles.
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In today's rapidly evolving digital landscape, crafting a cohesive Total Experience (TX) strategy that harmonizes customer experience (CX), employee experience (EX), user experience (UX), and multi-experience (MX) is more crucial than ever for enterprise-level organizations. This panel discussion will explore the innovative intersections of data science, AI, and strategic management to elevate enterprise engagement and create memorable experiences.
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Step out and immerse yourself in the vibrant energy of the city as we travel offsite to the iconic House of Blues. We're making it effortless and convenient for you – comfortable shuttle services will be provided for a night filled with engaging conversations, captivating blues rhythms, and the unique charm of Chicago. Get ready for an unforgettable evening where business meets pleasure in the heart of Chi-Town!