Day 2: Wednesday, December 2nd
12:00 pm - 12:30 pm
Opening Remarks + Design and Deliver a Future-Proof Performance and Incentives Framework
Patrick Ebrahimian -
Director of Transformation,
UnitedLex Corproation
Michael DeJager - Principal Analyst & Head of Production, Customer Management Practice
Fostering engagement through effective performance evalution and incentive-based systems is key to success in the contact center. 2020 shook up metrics, KPIs and "what good looks like" in a massive away. In addition, a more dispersed workforce has added a layer of unexpected challenge to traditional performance and incentive systems. In this session, Patrick Ebrahimian showcases his K-Performer performance and incentive model including how this model can support business continuity.
12:30 pm - 1:00 pm
From Signal to Action: Noteworthy Customer Experiences Require Insights and Execution
Colter Hammer -
Product Management Director - Inorganic Growth - Customer Workflows,
ServiceNow
Rachel Lane - Solution Principal, Medallia
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
In-the-moment feedback from customer interactions can improve agent effectiveness in your contact center, as well as the overall customer experience. How you benefit from that clearer picture of your customers depends on taking intelligent actions using those timely insights.
Join experts from Medallia and ServiceNow in this discussion with a CCW analyst about why traditional methods of managing contact centers no longer apply in this age of accelerated digital transformation. Areas covered include:
- Why fast issue identification and resolution is crucial for improving customer satisfaction
- Ways to improve cross-functional collaboration and agent experience for a higher Net Promoter Score (NPS)®
- The value of resilient and fast-acting service operations to permanently address customer issues and reduce contact volumes
Sponsored by: ServiceNow
Colter Hammer
Product Management Director - Inorganic Growth - Customer WorkflowsServiceNow
1:00 pm - 2:00 pm
Executive Roundtable: Redesigning Your CX Strategy to Exceed Future Customer Demands
Brad Snedeker -
Director of Customer Advocacy,
Calabrio
Stephen Ehikian - Co-Founder and CEO, Airkit
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
Sponsored by: Airkit
2:00 pm - 2:30 pm
Automating Customer Conversations is Your Key to Success in 2021
Jafar Syed -
SVP and Chief Growth Officer,
Uniphore
Ashish Bisaria - EVP and Global Head of Customer Experience, Firstsource Solutions
Michael DeJager - Principal Analyst & Head of Production, Customer Management Practice
This year brought on new challenges and saw massive shifts in societal and consumer behavior. Given global challenges throughout 2020, businesses increasingly rely on contact centers to drive engagements through conversations with customers.
Come and listen to a thought-provoking yet practical session which addresses the current realities of ultra-high customer expectations along with the relentless need to digitize and transform your business. In this session, you will:
· Gain perspective from contact center innovators on how technology and people can come together to deliver transformative CX through the automation of conversations.
· Better understand ROI calculations to help move projects along.
· Dive into several essential use cases for automation that will help your business thrive in 2021.
· Learn from both technology and business leaders how your contact center can drive digital transformation.
You won’t want to miss this session.
Sponsored by: uniphore
2:30 pm - 3:00 pm
Answer Your Digital Wake-up Call and Redefine Customer Interactions!
Chris Bauserman -
VP, Segment & Product Marketing,
NiCE InContact
Andy Middleton - Senior Technical Architect, PTP
Everyone knows that the digital transformation in the contact center is inevitable, and the mission to get there is becoming ever more urgent. While you can more easily move to cloud and add sought-after capabilities like artificial intelligence (AI), bots, and new desktop tools, how does this affect how you actually interact with your customers? How does it impact the customer experience? Just adding AI may create additional automation, but if your customers are frustrated and your agents baffled, you’re taking two steps back.
In this session, we address how you can join the digital transformation while keeping your focus on improving the customer experience. We’ll cover new capabilities that empower the customer with further self-service and cut costs at the same time. We’ll also share some best practices to ensure you’re doing it all the right way: with the customer in mind.
Sponsored by: PTP
3:00 pm - 3:30 pm
AI-Powered Automation Throughout Your CX Lifecycle
Sumana Srikanthan -
Product Marketing Manager,
Freshworks
Ajinkya Deshmukh - Senior Product Manager, Freshworks
Sponsored by: Freshworks
