Outdated training tools are failing modern customer service agents—leaving them underprepared, under-coached, and overwhelmed. In this interactive breakfast workshop, Reddy.io invites you to step into the shoes of a newly hired agent navigating legacy onboarding and the daily grind of frontline support. Through hands-on simulation, reflection, and role-play, you'll uncover the gaps in traditional enablement and see why it's time to get your LMS truly "Reddy" for your agents.
Key Takeaways:
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
Data isn’t the challenge - action is. This session explores how to cut through the noise and use customer intelligence to drive meaningful outcomes. Discover how to segment strategically, validate with testing, and align teams around data that delivers.
As AI becomes more embedded in customer experiences, the challenge isn't just about what we automate - but how and why. This discussion will explore how to balance efficiency with empathy, embed ethical guardrails from the start, address risks like bias and over-personalization, and design authentic, human-first moments within tech-driven journeys.
Key Discussion Points:
Onboarding isn’t just a checkbox - it’s a catalyst for retention, engagement, and long-term success. Discover how innovative leaders are transforming new hire experiences in a remote-first world with immersive, human-centered strategies that drive early productivity and lasting loyalty.
Treat yourself. Whether you’re indulging or fueling up for the next session, enjoy options that satisfy every craving—and spark fresh dialogue.
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Not in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.
AI should simplify, not sideline. Discover how to design intelligent systems that give customers more control, not less — delivering frictionless, personalized experiences that feel human, not robotic.
AI is changing business faster than anything we have encountered in recent memory – perhaps ever. With new capabilities and yet to be realized potential emerging every month or so, how do we make the decision to adopt when the state of the art today might be obsolete tomorrow? It’s clear that staying on the sidelines has significant risks but so might jumping in too early or on the wrong trajectory. So, can we identify “no regrets” tactics that will pay off no matter what where AI leads us? What can we do to make short term decisions pay off if we have to change them sooner than planned? And how can we avoid mistakes that can’t be easily corrected?
Take a flavorful journey and connect over bold Mediterranean bites, fresh ingredients, and invigorating conversation.
AI is everywhere - powering virtual agents, predictive analytics, quality assurance, and compliance monitoring. But with all the buzz, many CX and contact center leaders feel stuck in FOMO-mode, unsure where to begin or what’s actually working in the real world.
Hear unfiltered stories from organizations actively using AI in their operations. We’ll unpack what worked, what didn’t, and the hurdles they had to overcome.
Expect:
A flawless journey isn’t the only path to loyalty. In fact, a well-resolved issue can often create stronger customer ties than no issue at all. In this session, explore how leading brands are flipping friction into opportunity-leveraging AI, analytics, and empowered agents to recover with precision and retain with impact.
Customer experience teams are sitting on a goldmine of customer signals—from support tickets to app store reviews to social media—but struggle to unify and act on them at scale. Manual processes, siloed tools, and delayed insights create costly blind spots that impact retention and satisfaction.
In this interactive session, we’ll explore how AI is revolutionizing the way CX leaders detect, prioritize, and resolve product quality issues. You’ll learn how unifying feedback data with real-time analysis can dramatically reduce time-to-resolution, prevent escalations, and empower cross-functional teams with the right insights at the right time.
Come ready to share: What’s slowing down your team’s ability to act on feedback today? What does a fully AI-augmented support org look like in your mind?
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Not in a meeting? Join fellow senior leaders for candid, peer-driven conversations around the top challenges you told us matter most. These informal discussions are your chance to connect, share insights, and dive into what’s top of mind - no agenda, just real talk.
Choose your adventure. Pick from savory or sweet bites designed for on-the-go networking as you explore new perspectives and fresh connections.
As AI takes on routine tasks, your people are your differentiators. This session explores how to engage, upskill, and retain high-performing teams equipped to navigate complex customer needs and deliver exceptional outcomes in an AI-enhanced world.
Customer interactions are rich with insights - if you know how to harness them. Learn how to elevate CX from a support function to a strategic growth driver by operationalizing data, improving trust, and delivering personalized, loyalty-building experiences.
Stay tuned!
As AI dominates the headlines, the real work happens behind the scenes-testing, scaling, and iterating. This session brings together leaders who are cutting through the noise and anchoring AI strategy in operational priorities. Learn how they’re aligning tools to outcomes, driving adoption across teams, and avoiding the “shiny object” trap.
Talking Points:
Your engagement pays off - literally. Join us as we recognize a winner and hand out exciting prizes to wrap the day on a high note.