Tues, Jan 26 - Channel Management

Discuss modern channel strategy and management as COVID has changed the game, with impatient customers demanding results immediately.

12:00 pm - 12:15 pm What if Omnichannel isn’t the Answer?

Anand Janefalkar - Chief Executive Officer and Founder, UJET

Traditional omnichannel strategies have failed modern, smartphone-centric consumers. Channel-stacking requires channel-switching, which breaks the customer journey and introduces latency, frustration, and complexity that thwart efforts to improve the customer experience. In this Big Ideas session, learn how leaders in tech-forward industries like IoT, On-Demand Delivery, eCommerce and Home Automation are retooling for this new modality, by embedding and blending voice and digital channels to orchestrate and deliver more seamless, contextual, and natural experiences.



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Anand Janefalkar

Chief Executive Officer and Founder
UJET

12:15 pm - 12:30 pm How to Achieve Agility in Your Channel Strategy

Alison Lichtenstein - Head of Customer Experience, Dow Jones


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Alison Lichtenstein

Head of Customer Experience
Dow Jones

New channel design and deployment is key to success in the modern contact center. Join us In The Queue to learn how to identify channel opportunities and deliver a new channel with the goal of a more effortless customer experience. Beyond simply adding a new channel, learn how to approach new channels with the more holistic, integrated customer engagement strategy in mind.

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Trista Miller

Senior Director of Customer Care
Frontier Airlines

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Sandy Ko

Senior Analyst & Conference Director
Customer Management Practice

1:00 pm - 1:30 pm Social Media Customer Care in the COVID Era

David Johnston - Head of Social Media, United States Department of Defense

Amidst COVID, social channels in particular have emerged as one of the easiest and quickest ways to interact with customers. Faced with longer wait times, social also becomes a venue for impatient customers to voice their concerns. In this Master Class, learn quick and easy ways to effectively staff and support social media as a customer support channel.

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David Johnston

Head of Social Media
United States Department of Defense

1:30 pm - 1:45 pm Comfort Break

1:45 pm - 2:15 pm Topic TBD




2:15 pm - 2:45 pm How to Action Data and Insight Behind Channel Opportunities
Elizabeth Oates - Senior Director, Consumer Insights, Ulta Beauty

How are you collecting and analyzing channel-specific data to better meet customer needs? How are you benchmarking your channels against industry research?

Join Elizabeth from Ulta Beauty in conversation to discuss how data and insights can drive channel opportunities, foresight, and business success.


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Elizabeth Oates

Senior Director, Consumer Insights
Ulta Beauty

2:15 pm - 2:45 pm How Banks Can Build a Seamless Client Experience for the Next Round of PPP
Cory Haynes - Vice President of Industry Strategy, Financial Services and Insurance, Talkdesk

With the new law signed and passed, the new $900 billion deal includes $284 billion for the PPP, which reopens after two previous tranches: $367 billion in March 2020 and an additional $285 billion in April 2020, for a total of $652 billion. Much like the program’s first and second iteration, the third will be in the form of forgivable loans to small firms, but there are likely to be key changes on issues such as eligibility for second-time applicants and other types of forgivable expenses. While many banks struggled to efficiently operate and distribute money during the first PPP window, join this session to learn how:

- The new round of PPP will be different

- Banks can prepare and provide a seamless client experience

- Avoiding mistakes can retain client loyalty



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Cory Haynes

Vice President of Industry Strategy, Financial Services and Insurance
Talkdesk




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Colleen Beers

President, North America and Europe
Alorica

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Sandy Ko

Senior Analyst & Conference Director
Customer Management Practice