See you in 2020!

September 21-24, 2020 | Austin, TX

Elizabeth Solomon

Manager, Social Media Care AMC Theaters

Elizabeth Solomon is the Social Media Care Manager for AMC Theatres, the largest movie theatre exhibitor in the US and the world. Her background in psychology and communication drove her first to marketing, where she worked on national brands from both the corporate and advertising agency perspectives, and then to the social care side. There, she focuses on closing the gap between quantitative and qualitative results, her team delivering both fast and high-quality resolutions that truly resonate with customers.

Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Monday, September 16th, 2019

8:15 Reflecting on 2019 Customer Contact Trends + Outbound & Proactive Engagement

CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s 2019 Key Findings report.

Outbound & Proactive Engagement

SPECIAL REPORT BRIEF
This may be the era of customer centricity, but it is most certainly not an era of successful customer engagement. Customers remain underwhelmed with the experiences they are receiving. They continue to encounter long wait times, frustrating transfers, disengaged agents, unproductive conversations, poor digital experiences and generally unempathetic businesses. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their experience transforming their  customer experience strategy and then dives into an interactive proactive engagement activity for immersion in the process.

PROJECT ANALYSIS
Leverage Social Media for Customer Intelligence and Employee Empowerment

INTERACTIVE ACTIVITY
Explore case studies in situations where proactive engagement could be an effective strategy for improved customer contact. Individual round tables with strategize and present their findings to the greater group. Leave with takeaways to think more critically about your current engagement strategy and how a more proactive approach could take your operations to the next level.

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

Download The Latest Agenda