June 22 - 26, 2020 | Caesars Forum

Shaun Smith

VP, Global Operations IBM Cloud Platform

Day Two - Pre-Conference Day: Tuesday, June 25, 2019

Tuesday, June 25th, 2019

8:15 AM Proactive Service Strategies: Improve Customer Experience and Enhance Brand Loyalty

Think about the last time you contacted a business because you had an issue. Now imagine how your day would have gone if the business had intelligently fixed the problem before you knew about it. What type of experience are your customers having? Join this workshop to learn ways to turn reactive customer service into a proactive service engine at your company. Interact with your peers as we discuss a customer case study and best practices for delivering proactive service from issue to resolution.

Day Three - Main Conference And Expo: Wednesday, June 26, 2019

Wednesday, June 26th, 2019

5:45 PM PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

  • Why digital tools, such as AI, can foster greater empathy and human connection
  • What skills and attributes are important for the productive super-agent
  • How workflow connected teams and automated processes enhance the agent experience

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

Download The Latest Agenda