as Closing Keynote!

June 22 - 26, 2020 | Caesars Forum, Las Vegas

Mario Matulich

Executive Director Customer Management Practice

Day Two - Pre-Conference Day: Tuesday, June 23, 2020

Tuesday, June 25th, 2019

2:15 PM Chatbots

It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.

Special Report Brief
(30 minutes)
Brian Cantor
Principal Analyst
CCW Digital

Project Analysis: How Sun Basket Tackled Chatbot Implementation in Their CX Operations 
(30 minutes)
John Ngo
Customer Experience Management
Sun Basket

Mario Matulich
Executive Director
Customer Contact Week

Interactive Activity: Step-by-Step Tutorial on Building a Virtual Assistant with Watson Assistant
(90 minutes)

Day Three - Main Conference And Expo: Wednesday, June 24, 2020

Wednesday, June 26th, 2019

Check out the incredible speaker line-up to see who will be joining Mario.

Download The Latest Agenda