Day 2: Wednesday, April 7th

12:00 pm - 12:30 pm Enhance The Guest Experience By Cultivating Human and Technology

Bradly Sax - Global Director, Guest Experience, Delaware North

Join Bradly to talk about customer service delivery training, voice of the customer, associate recognition, gap and metrics analysis, and continuous improvement efforts.

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Bradly Sax

Global Director, Guest Experience
Delaware North

Research firm Metrigy reports a 15.8% growth this past year in the use of video as a component of customer interactions, with significant increases in revenue, customer ratings, and agent productivity among adopters.


Join Richard Kenny, Poly's Contact Center Marketing lead, and Contact Center maven, expert, and educator of long-standing David Hadobas, as they discuss their observations and predictions concerning video in the Contact Center in a refreshingly open, interactive (and slide-free!) conversation.



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Richard Kenny

Senior Product Marketing Manager, Contact Center
Poly

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David Hadobas

Contact Center Maven and Evangelist
Contact Center Influencer

With the landscape of CX rapidly evolving, AI is today’s de-facto buzzword for CX innovation and mobility. But what does AI in CX actually look like today?


In this session, some of the industry’s foremost AI thought leaders share actionable expert advice on innovating CX operations with AI. Attendees will also learn precisely how EmployBridge seamlessly deployed AI solutions to empower its agents and improve customer satisfaction.



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Ben Rigby

VP, Global Head of Product & Engineering, Artificial Intelligence and Machine Learning
Talkdesk

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Dale Sturgill

VP of Contact Center Operations
Employ Bridge

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Pete Lee

VP, Global Alliances and Sales
Observe.AI

Customers find delight when businesses actively initiate ways to anticipate their needs and resolve their issues. Overtime, being proactive will strengthen customer relationships with the brand and help the brand stay ahead of the game among competitors. Join us to hear more about how automation is playing a big role to delight Freshly customers through automation during these harrowing times.

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

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Annemarie Gaxiola

CX Delivery Manager
Freshly