Day 1: Tuesday, December 1st

12:00 pm - 12:30 pm Opening Remarks + Fireside Chat: The Value of Empathy, Human Connection, and Technology on Delivering World-Class CX

Tanya Johnson - Director - Strategy & Business Development of Global Customer Success, Verizon
Sandy Ko - Senior Analyst, Customer Contact & Conference Director, Customer Management Practice

View The Session Here


Although much of 2020 has been under quarantine we’ve discovered technology that has aided in connecting people together.


We’ve seen and experienced losses and challenges. However, this year we’ve also learned the value of empathy, human connection, and technology and how that can have an impact on us and those around us. Specifically, our ability to deliver world-class customer experience through these three needs.


To kick off our December event, Tanya and I will discuss:

+ The importance of prioritizing customer needs over metrics

+ How to strategize digital and technology offerings to fit the needs of your customers

+ How to keep essential workers like Field Service technicians and technical teams prepped for mission-critical customer support

+ Why the value of the human connection becomes even more important in times of need

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Tanya Johnson

Director - Strategy & Business Development of Global Customer Success
Verizon

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

12:30 pm - 1:00 pm Fireside Chat: How Knowledge Empowered Agents Deliver Accurate and Unforgettable Customer Support: Leveraging AI to Access Real-Time Knowledge & Expertise

Stefan Gass - CMO and Head of Growth, Starmind
Sandy Ko - Senior Analyst, Customer Contact & Conference Director, Customer Management Practice

View The Session Here


Agents are relentless problem solvers interacting with your customers to ensure an unforgettable experience. But what about the agents experience?. As problem solvers your agents need access to real-time knowledge, guidance, and support to be successful in their roles and to have a positive employee experience. But organizations struggle to empower their agents, even before the pandemic, to provide ease-of-access to the knowledge and expertise they need at the critical time it's needed. Agents face frustration and they are exposed to disconnected experiences when they can’t quickly get the right answers because they have too many sources that aren't connected and waste time trying to find the right answer or expert to easily address the issue.

This is where artificial intelligence (AI) steps in. AI can streamline interfaces, improve knowledge quality and accessibility, and seamlessly link in-need agents to internal expertise. Additionally, AI can also bring organizational value to help people across the board. In this fireside chat Stefan will discuss four key steps that will give agents the knowledge, resources, and focus to deliver accurate, personal, and ultimately unforgettable support for customers.

1. Unify and simplify access to company knowledge and expertise in real-time to reduce agent effort

2. Leverage AI to identify improvement opportunities

3. Leverage AI to cultivate expertise and augment agent performance

4. Importance of creating a culture of proactive expertise



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Stefan Gass

CMO and Head of Growth
Starmind

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

View The Session Here


With fewer than 10% of companies planning to fully revert back to the traditional "contact center" model, it is clear that work-from-home is here to stay. Granted, once work-from-home becomes a choice rather than a requirement, the standards will rise. We can no longer ignore challenges related to quality, engagement, training, and workforce management the way we did in 2020. Similarly, we can no longer squander opportunities to elevate the at-home agent experience.


This roundtable will help you develop a work-from-home strategy that will allow to thrive - not simply "get the job done" - as the customer experience evolves in 2021. By following these tips, your agents will be more empowered, your operations will be more agile, your experiences will be more seamless, and your customers will be ecstatic.







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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

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Monti Becker Kelly

SVP, Customer Engagement & Strategic Accounts
247.ai

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Alexey Aylarov

CEO
Voximplant

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Jordan Spiers

Director of Strategic Partner Marketing
Vonage

2:00 pm - 2:30 pm Customer Service goes full MMA: Mobile, Messaging and Automation

Michael Khalili - Director of Product Marketing, Helpshift

View The Session Here


The events of 2020 have shifted the way we live, work and play. In some cases, it’s ended old patterns and in others it’s accelerated changes that were already well underway. When it comes to customer service, it’s elevated preferences that were already prevalent among younger consumers and brought them deeper into the mainstream across generations.


Join Michael Khalili, Director of Product Marketing at Helpshift and a CCW analyst to learn more about three of the most important changes facing the way we will serve our customers going forward:

  • Mobile: Even as they were stuck at home, consumers spent more time on their mobile devices and their expectations for mobile experience continue to rise.
  • Messaging: Chat-based communication became a preferred method of communication for younger customers and an essential for businesses as they struggled with pandemic-related demand spikes.
  • Automation: Automation grew up and far from being a detractor from the customer experience, it enabled forward-looking companies to move faster and improve how they served their customers.


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Michael Khalili

Director of Product Marketing
Helpshift

2:30 pm - 3:00 pm Understanding The Customer of the Future: New Standards for Bots & Digital Journeys

Philippe Mesritz - VP, Customers for Life, Khoros

View The Session Here


As we obsess over the latest customer engagement trends - AI self-service, digital engagement, cloud contact centers - it's easy to forget why these matter in the first place. It is easy to forget that our number one goal is delivering frictionless, personalized, predictive, proactive, and utterly unforgettable experiences for our customers.


By rethinking the future of the contact center through the customers' eyes, this session will help you avoid that pitfall. You'll learn how customer demands and behaviors are evolving and, in turn, how you can leverage emerging technologies and innovative processes to deliver a seamless, effective omnichannel experience.


Focuses will include adapting experience design to customer intent, automating tasks for the right reasons, determining the correct degree of "conversation," and ultimately providing consistently strong interactions no matter when, where, or why the customer interacts.



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Philippe Mesritz

VP, Customers for Life
Khoros

3:00 pm - 3:30 pm Fireside Chat: A Primer in Future Proofing the Contact Center, from Operations to Compliance

Paul Gernon - Head of Customer Experience, Ziglu
Sandy Ko - Senior Analyst, Customer Contact & Conference Director, Customer Management Practice

View The Session Here


Like many industries in 2020 facing the uncertainties of COVID, the cryptocurrency industry saw a tumultuous year. However, today, Paul will share how to be a resilient, proactive, and “future-proof” contact center:


+ How to stay proactive to regulatory and compliance changes in a heavily regulated industry

+ How empathy effects customer/employee demands and the way their demands evolve

+ How to ensure employees always have the skills, tools, and support systems needed to thrive in delivering customer-centric experiences

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Paul Gernon

Head of Customer Experience
Ziglu

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice