Agenda Day 3
8:00 am - 8:45 am Registration and Breakfast
8:15 am - 8:30 am Chair Opening Remarks
8:30 am - 9:15 am PANEL DISCUSSION: Leveraging AI for 360 CX ImprovementJoanna Peña-Bickley - Head Of Design, Internet of Things, Amazon
Artificial Intelligence, Machine Learning and IoT technologies will continue to take center stage in our futures and play a critical role in the decisions companies make on nearly everything—particularly when it comes to the desire to create an unparalleled customer experience.
Learn how AI is evolving to allow self-service predictive reports and dashboards to surface tangible insights with benefits that range from CX strategies, to agent productivity recommendations, to visualized direction.
Join this session to learn best practices for extending your competitive advantage.
· Leverage emerging technology to enhance customer experience
· Identify trends in data and make predictions on customer expectations
· Significantly shave off time spent on tasks that prove to be pain points for customers
· Cut costs and increase profits by working smarter
Joanna Peña-BickleyHead Of Design, Internet of Things
9:15 am - 10:30 am INDUSTRY POWER HOUR: Automation Short Stories Automation Short StoriesRay Mitra - Global Head of Customer Success & Support, Baker Hughes (a GE company)
Kevin Thompson - Chief Marketing Officer, Sotheby's International Realty
Celika Caldwell - VP Experience Design, AARP
Hear from CX leaders across various industries dive right in and share their experiences with how they successfully devised a plan for automation at their organizations: how they got started, and how it has transformed their customers’ experience. Each expert will leave you with their top two pieces of inspirational yet practical advice for organizations already embracing or looking to implement automation.
Ray MitraGlobal Head of Customer Success & Support
Baker Hughes (a GE company)
Kevin ThompsonChief Marketing Officer
Sotheby's International Realty
Celika CaldwellVP Experience Design
10:30 am - 11:00 am Networking Break
11:00 am - 11:30 am CASE KEYNOTE: Exploring the Benefits of Better BotsErin Van Remortel - Executive Partner Customer Experience Design, Verizon Enterprise Solutions
While customer service centers put chatbots in place years ago to free up time for their employees as they handled customer inquiries, the argument stands that there could have been a better way. Waiting on hold when dialing in, receiving a series of automated responses that don’t meet our needs, waiting in line—these are all extreme pain points along the customer journey. With today’s advancement in technology, a variety of companies can now resuscitate their customer service by deploying more intelligent bots.
Join this session as speakers discuss the latest in bot technology and their newfound benefits.
· Handle employee onboarding and repetitive tasks
· Engage customers and initiate private conversations
· Free hours of time for more meaningful customer interactions
· Help retain top customers and regain customers
· Book appointments and track human footfall detection
Erin Van RemortelExecutive Partner Customer Experience Design
Verizon Enterprise Solutions
11:30 am - 12:00 pm The Secret to SCALING AUTOMATIONRichie Daigle - Group Director, Automation & Analytics, Coca-Cola Refreshments
Tim Bailer - VP Customer Experience, GoPuff
Paving the way for automation adoption alone on particular projects can prove challenging, but add to that the complexity of scaling automation and you could be in for a a not-so-real-treat. However, the benefits of automation at scale include gaining serious competitive advantage if done right.
Hear from a panel of professionals as they share how they successfully initiated and scaled automation and overcome associated challenges as they address:
· How to build the right foundation for successful automation at scale- where does change begin?
· How automation at scale transforms the customer experience
· What holds companies back from scaling automation?
· How can you gain buy-in from the right people?
· The efficacy of new technology, robotic service orchestration (RSO), specifically designed to address the challenges of automation at scale.
Richie DaigleGroup Director, Automation & Analytics
Tim BailerVP Customer Experience
12:00 pm - 1:10 pm Networking Lunch
1:15 pm - 1:15 pm Main Conference Concludes
1:30 pm - 3:30 pm Google-Mountain View HQ Site Tour
Next Generation Virtual Agents: Leveraging a Data Driven Approach to Optimize Contact Center Interactions
Ensuring quality handling of contact center interactions is key. Virtual agents provide a forward-thinking, automated method for providing 24x7 support to customers on the channel of their choice. By using machine learning optimizations, virtual agents can be made smarter, providing quick and efficient support to customers. Chatbase is a cloud-based analytics service for builders of conversational interfaces, or chatbots. It helps those builders more easily analyze and optimize their bots for better consumer experiences than ever before. During this session at Google's Mountain View headquarters, the Chatbase team will showcase what it takes to leverage a data-driven approach for virtual agents for customer success.