The Future of the Contact Center
December 12-14, 2023 | 12PM ET
Day 1: Tuesday, December 12th
12:00 pm - 12:30 pm
Analyst Chat: Here is Your Checklist for the Contact Center of the Future
Brooke Lynch -
Senior Analyst & Staff Writer,
Customer Management Practice
Brian Cantor - Director & Principal Analyst, CCW Digital
The contact center of the future may be closer than we think. With new technology in place, leaders are looking ahead to ensure they are adequately prepared for the future. With insights from top CX leaders and customers alike, CCW Digital analysts highlight a comprehensive checklist for the future of experiences.
Unpacking the most important strategies and solutions for continuous success, this session will act as a critical list for CX enthusiasts. By understanding what customers want, what agents need and the tools that will align both - organizations will be in the position to enhance their CX operations and prepare their frontline for the contact center of the future.
They will also discuss:
- New research on the future of customer experiences
- Strategies for reshaping customer engagement
- Insight on top challenges organizations are facing today
12:30 pm - 1:00 pm
Supercharging Your CX in the Contact Center Experience
Karen Naves -
SVP of Global Demand Generation,
Tealium
Attracting interest in a tool or product may be the easy and fun part of building a business, but converting inquiries to purchasers is when it gets hard. So many brands today continue to struggle with acquiring, converting, retaining, and creating loyal customers for life. Yet leading companies across the globe seem to be accomplishing all of that and then some when it comes to the power of sophisticated martech. Want to know how? Join Karen Naves, Tealium’s SVP of Global Demand Generation, for this lively and engaging discussion. You’ll Learn: How to develop a brand’s top personas and ideal customer profiles (ICPs) Key strategies to acquire and engage the right customers Proven campaigns to retain and delight your audience Cross-sell campaigns that’ll wow the socks off of your top accounts!
1:00 pm - 1:30 pm
Charting New Waters: Reimagining the Digital Journey at Celebrity Cruises
Angel Christopher Gomez -
AVP Consumer Sales, Onboard Cruise Sales and Brand Events,
Celebrity Cruises
In a digital age where customer expectations evolve at lightning speed, companies with long-standing legacy systems face unique challenges. How does one drive a digital revolution, especially in a world that sets sail on the high seas? Join Angel Gomez, AVP of Consumer Sales, Onboard Cruise Sales, and Brand Events at Celebrity Cruises, Inc., as he discusses the intricate journey of transitioning from age-old systems to state-of-the-art platforms tailored for today's travelers.
Takeaways:
- Insights into the complexities of transitioning from legacy systems to cutting-edge customer interaction platforms
- Strategies for effectively leveraging technology to elevate the omnichannel experience
- Understanding the importance of partnerships and collaborations in driving successful transformation projects
Angel Christopher Gomez
AVP Consumer Sales, Onboard Cruise Sales and Brand EventsCelebrity Cruises
