Day 1: Wednesday, August 18th

12:15 pm - 12:25 pm Virtual Lobby Opens & Welcome Orientation

12:25 pm - 12:30 pm Chairperson’s Opening Remarks

12:30 pm - 12:55 pm Benchmarking Session: Rethinking Customer Service in Post-Pandemic Era

Business success moving forward requires an understanding of what CX looks like in the post-pandemic era. When it coms to CX, what does the new normal mean for businesses that are preparing for a post-pandemic future? Join this session to learn how organizations can use the contact center to gain valuable insights, deliver great customer experience, and gain strategic advantages.

12:55 pm - 1:00 pm Live Q&A

1:00 pm - 1:25 pm Interactive Panel Discussion: The Secret To Elevate Your Customer Support Portal into Remote Work & Self Service

Agents are increasingly working outside the traditional contact center and business premises and customers are increasingly looking for self-service options. Customers rely entirely on the knowledge available in the self-service platform and the connections between the channels to ensure consistency and accuracy. This panel will uncover how can a combination of technology and strategy ensure customers and employees have the knowledge they need when and where they need it? What impact will this have on CX metrics and the overall bottom line?

1:25 pm - 1:30 pm Live Q&A

1:30 pm - 1:40 pm Ignite Session: How to Drive Exceptional CX with AI & Virtual Assistants

The pandemic forced businesses to shift their focus on digital transformation seemingly overnight. This session will provide guidance on establishing a clearer vision for successful CX transformation while revealing how advanced AI technology and VA can work to unite the organization and empower key stakeholders — in their pursuit of continuous improvement.

1:40 pm - 1:45 pm Live Q&A

1:45 pm - 1:55 pm Ignite Session: Customer Engagement for a New Digital-First World - Improving CX, Agent Satisfaction, and Revenue in a New Normal

The global pandemic has dramatically increased the speed of digital transformation as throngs of consumers are going digital for the first time to do things like online banking, grocery shopping, and more, creating a new digital-first normal. Organizations need to do more with less to support customers who are expecting more than ever. This session will discuss how to enable customers to solve their own problems? How to make digital more effective and how to do it in such a way to optimize costs? 

1:55 pm - 2:00 pm Live Q&A

2:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

3:10 pm - 3:55 pm Interactive Roundtable Discussions: Automating Customer Engagement

• The best channels to use in customer service and when


• Where automation is delivering the greatest ROI in the contact center


• How to improve customer service efficiency

3:55 pm - 3:55 pm Day One Wrap-Up