Day 2: Thursday, August 19th

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 FIRESIDE CHAT: Optimizing Digital Customer Service To Increase Customer Engagement

Business is won and lost on the customer’s experience through both the sales and service lifecycles. Companies must continuously retrain their workforce and adjust the way they work congruent to customer needs. This session will outline techniques to reimagine the way we work frp, a more digital-first perspective:

• Reevalute BCB plan to protect revenue and meet customer experience

• Uncover security challenges and technology implementations

• Re-think the strategy to increase workforce engagement and drive positive culture

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

1:00 pm - 1:25 pm Interactive Panel Discussion: Build, Retain and Empower the Ultimate Workforce in 2021

The employment landscape has changed dramatically in the past year, from cutting or adding head count to recruitment and onboarding across a dispersed workforce. Organizational culture remains one of the most important differentiators in the new normal. While there exists a playbook to manage core business issues, the global pandemic forced us to rethink processes including recruitment, hiring, onboarding, and integrating new and existing team members into a cohesive culture. In this session, discuss how to empower employees with the opportunity for agility and creativity, and explore how to maximize productivity while preserving culture.

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

1:30 pm - 1:40 pm Ignite Session: How To Leverage Contact Center Analytics

This session will aim to solve the problems like inaccurate data, resulting in poor transparency, and lower perceived CX in today’s customer service departments, explaining where and how contact center data can be managed better to improve the consumer’s psychological perception of their interaction with a brand, as well as the quality of service they receive.

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

1:45 pm - 1:55 pm Ignite Session: How Empathy and Personalization Will Be Your Greatest KPIs

Personalization and empathy breeds customer loyalty. And to personalize interactions between brands and consumers and emphasize with them requires technology. Brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors. Join this session to learn how to tailor our approaches to deliver more individualized and ROI-driven experiences at the right customers.

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

2:00 pm - 2:30 pm Business Meetings

(Refer to your personalized itinerary for specific business meeting times)

2:30 pm - 2:35 pm Transition Break

2:35 pm - 3:05 pm Business Meetings

(Refer to your personalized itinerary for specific business meeting times)

3:10 pm - 3:55 pm Interactive Roundtable Discussions: How to Improve Engagement with a Multi-Channel Strategy

• The increasing focus on service and support as a competitive differentiator

• Practical tips for Driving a comprehensive multichannel strategy to maximize customer engagement, increase resolution rates and boost sales conversions

• Trends in the multichannel preferences of customers and best practices for selecting the right mix of services


5:55 pm - 5:55 pm Exchange Concludes