Wed, Jan 27 - AI + Automation

In the current environment, automation represents a powerful tool to support everything from business continuity to unpredictable call volumes. Companies are looking into automating what they previously thought they might never automate. The third day of CCW At Home takes a look at the in's and out's of AI and the modern contact center, from RPA to chatbots to how humanize technology support experience strategy.

Coffee Pot

All the fun of an actual networking coffee break, without the human contact and disposable paper cups. 

11:30 am - 12:00 pm Networking Group 1

11:30 am - 12:00 pm Networking Group 2

11:30 am - 12:00 pm Networking Group 3

Big Ideas

The brightest stars in the customer contact constellation deliver pithy ten-minute talks featuring their unique perspectives on consequential topics.

12:00 pm - 12:15 pm Tech + Empathy: Humanize AI-Powered Touchpoints

In the current environment, the ability to leverage technology to better support effortless CX is more important than ever. That being said, technology must be married with a human approach to ensure CX outcomes are met with success. This Big Ideas session looks at new and thought provoking strategies for humanizing AI-powered touchpoints.

12:15 pm - 12:30 pm Business Intelligence: Accelerate CX through the Power of Integrated AI

We all collect so much data across our respective customer operations. Now it is time to ensure that that data is being mined and put to good use in making business decisions around the future of CX. In this Big Ideas session, understand the key considerations to action your data into business intelligence and how to collaborate and communicate this across the greater enterprise.

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

12:30 pm - 1:00 pm Understand the Prerequisites to Meaningful Automation

Companies who aspire to introduce automation often end up discovering that they don't have an adequate web services infrastructure. They don't have any way to access back-end systems that are necessary for meaningful automation. Join us In The Queue as we hear about key lessons learned around premature automation and the important steps to take before automation can support customer strategy.

Master Class

Fast-paced, interactive activity-based sessions loaded with practical takeaways that'll sharpen your skills and challenge your thinking.

1:00 pm - 1:30 pm Design and Deploy a New, Customer-Facing Chatbot

Chatbots continue to be a powerful tool to support customer operations if designed and delivered correctly. In this Master Class, learn about the critical considerations when building chatbot strategy and the fundamentals of foolproof bot deliver.

1:00 pm - 1:30 pm Integrate Customer Contact RPA with Enterprise Strategy

Robotic Process Automation (RPA) has the potential to support and engage agents, and more than ever in the current environment, this support is most welcome. In this Master Class, we will address how to partner with shared service RPA teams and the right questions to ask to maximize value delivered to the contact center.

Book Club

Best-selling authors serve up hyper-focused talks chock full of practical takeaways from the pages of their customer contact & CX tomes.

1:30 pm - 1:45 pm Author TBD

Case Studies

Partners and their clients use real-life use-cases to share best practices and invaluable tips for tackling big challenges.

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

Knowledge Base

The sharp-witted CCW analyst team on the latest CCW industry research - and what it means for customer contact leaders.

2:15 pm - 2:30 pm Modern Automation: CCW Digital Findings on the Latest AI Applications in Customer Contact

2020 accelerated automation initiatives across contact centers in a big way. Automation emerged as one of the strongest business continuity tools in the contact center's tool belt, second only to cloud-based operations. In this Knowledge Base, CCW Analysts share key findings from the latest industry research as it relates to newly automated processes and critical AI initiatives for the near term.

Talk Time

Scenario-based, interactive discussions provide the opportunity to ask anything of battle-hardened leaders.

2:30 pm - 3:00 pm How to Keep Agents Engaged in Automation Strategy

How is automation positioned as a tool to support agents rather than downsize talent? What can be done to engage top agents in AI strategy?

2:30 pm - 3:00 pm How to Get Started with AI and RPA

What is the checklist of considerations before you getting started with automation? How do you navigate the wide and deep field of automation solution providers?

2:30 pm - 3:00 pm How to Avoid Automation Without an Exit

How to you architect automation strategy that support the goal of effortless CX in every way? What does an effective automation exist strategy look like?

2:30 pm - 3:00 pm How to Align Automation with Experience Strategy

How do we avoid automation for automation's sake? What steps need to be taken to ensure automation initiatives align with the greater customer experience?

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

3:00 pm - 3:30 pm Bot Design: Engage Top Agents in Chatbot Development

Agents have long feared AI solutions replacing their jobs. Where AI provides the opportunity to cut out lower-value work, it also must be designed based on the experience of your best agents. Join us In The Queue where we discuss a key emerging role for top agents: Chatbot Designer. Learn how to involve your top talent in chatbot development that connects with experience strategy and serves as an agent engagement tool.