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Dallas, TX | October 12-14, 2020
Dallas Sheraton

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Solutions Spotlight Sessions


Open to All Attendees - In the Expo Hall
In addition to first-class education, these sessions conclude with a drawing for a $100 American Express Gift Certificate.

Spotlight on What's Hot and Happening in the Contact Center World

Monday | 5:00 PM – 5:25 PM
Solutions Spotlight Theater
Fancy Mills, Todd Piccuillo

Sponsored by:
Join ICMI to learn what's hot and happening in the Contact Center world. We'll discuss trends, topics, training that everyone is talking about and how to get access to the tools to improve contact center operational and team performance.

Employee Experience - From Hire to Retire - Building a Best Workplace to Drive Business Performance

Monday | 5:35 PM – 6:00 PM
Solutions Spotlight Theater
Rachel Kelly

Sponsored by:
In today's job market, employers are struggling to attract, engage and retain the talent needed to fuel their business. Candidates and Employees have high expectations about their employers and careers. They expect to be treated more like customers where their experience is frictionless, personalized and connected.
What if you could create an employee experience that helped them achieve speed to productivity and value creation within the organization? Learn how Salesforce can help you deliver a more personalized and connected experience that makes employees feel engaged, motivated, and on the path to success.

Contact Center Ask Me Anything

Tuesday | 9:45 AM – 10:10 AM
Solutions Spotlight Theater
Justin Robbins, Jeremy Watkin, Patrick Russell

Sponsored by:
In this fast-paced session, 8x8 pulls together some of the industry's top thought leaders to provide their tips, ideas, and insights on some of the most common questions that they hear from contact center pros! They'll be sharing rapid-fire ideas that cover topics like workforce management, quality assurance, metrics, and more! Want to learn something new about contact centers or gain perspective on a challenge that you currently face? Then be sure to bring a notebook and a question, as they'll be ready to take questions from the crowd, too!

Driving CX with AI for Customer Engagement to Agent Enablement

Tuesday | 10:20 AM – 10:45 AM
Solutions Spotlight Theater
Ian Hall

Sponsored by:
Bold360 by LogMeIn
When we think about artificial intelligence in customer experience, we often think about a customer-facing chatbot helping customers self-serve. While AI has made an amazing impact on the future of digital customer service, that scenario is only addressing a small part of the overall journey. AI can be used beyond basic customer self-service to enable other parts of the customer journey and empower support teams. Come hear how Bold360 is helping companies successfully deliver better and more consistent customer and agent experiences across the lifecycle with customer and employee facing AI.

Why Omnichannel? Why Now?

Tuesday | 10:55 AM – 11:20 AM
Solutions Spotlight Theater
Cameron Weeks

Sponsored by:
Customer demands are always changing. Today's customers want companies to meet them where they are. They want to serve themselves and generally do less work to give you their business. And when they need to talk to a human, they only want to deal with one. As customers, we can do everything with the phones in our pockets. Why can't your customers use that same technology to interact with the brands they do business with? Companies have to catch up! Omni-channel has been a dream in the communications space for a long time, but it's been a struggle for many organizations to implement. Thanks to new cloud solutions, however, it's now easier than ever to achieve true omnichannel functionality.

Modern Age Content Curation

Tuesday | 11:30 AM – 11:55 AM
Solutions Spotlight Theater
Aaron Schwarzberg

Sponsored by:
Sitel Group
In a world of information overload, learners have access to endless supplies of information online, which has created a need for curated content from reliable sources. Technology appears to be the answer to the growing demand for customized content as it adapts to the learners whim desires. However, AI alone always falls short. In this session, we'll make a case for the learning curators and their symbiotic relationship with technology.

From White-glove Service to Omnichannel CX - How Zendesk does Quality Assurance

Wednesday | 9:45 AM – 10:10 AM
Solutions Spotlight Theater
Vasu Prathipati, Kate Hastings

Sponsored by:
When you're the world's leading customer support platform, expectations of your own CX are high. Zendesk uses MaestroQA, a world-class Quality Assurance program to ensure that their advocates continue to deliver quality omni-channel customer experiences to their customers. Join Vasu Prathipati, CEO and Cofounder of MaestroQA, and Kate Hastings, Manager of Advocacy Quality Assurance, as they take a peek behind the curtain at how Zendesk does Quality Assurance.

Post-GDPR - The Impact of Data Regulations on Contact Centers

Wednesday | 10:20 AM – 10:45 AM
Solutions Spotlight Theater
Evan Dobkin

Sponsored by:
Learn what's happened in the year since GDPR became standard, the impact on data collection new regulations like the California Consumer Privacy Act have on contact centers and what the regulatory landscape in the United States could look like in 2020.

Improving Customer Experience and Agent Morale - An onPeak Case Study

Wednesday | 10:55 AM – 11:20 AM
Solutions Spotlight Theater
John Hunt, Murph Krajewski

Sponsored by:
onPeak, the world's leading provider of accommodations for the events industry recently overhauled their customer experience transitioning to a cloud-based, omni-channel platform. Join Senior Director of Operations, John Hunt, as he discusses their initiative and incredible results including: a 95% customer satisfaction rating, 75% hold times reduction, expenses cut by a third, improved employee morale & agent sick time cut by 60%. Listen in as Sharpen's Murph Krajewski talks to John to uncover the tactics he used to improve their customer, and agent, experience while improving the efficiency in other departments in the organization.