Solutions Spotlight Sessions
Open to All Attendees - In the Demo Hall
In addition to first-class education, these sessions conclude with a drawing for a $100 American Express Gift Certificate.
BUILD Exceptional Experiences with PureBridge by Genesys
Tuesday | 10:15 AM – 10:40 AM
New technologies enable customers to engage with businesses in new and meaningful ways - but do your current technologies put you in a position to keep up? PureBridge by Genesys is a training and certification program for you and your teams to help your business asses current engagement technologies and navigate the migration from existing software to next-generation solutions enabling exceptional customer experiences. Join us as we guide you through a brief overview of the program and BUILD your own bridge to success live and in person!
Are Your Customer Service Channels Putting Your Customers at Risk?
Tuesday | 10:50 AM – 11:15 AM
Consumers have more choice than ever in how and where they want to interact with your business. However, what happens when customers choose a channel that isn't the best for their needs. Are they at risk? inContact looks at the trends and challenges and offers an action plan for transforming customer experience in your contact center now
Understanding AI-powered Workforce Intelligence and Robotic Automation
Tuesday | 1:10 PM – 1:35 PM
When AI and customer service reps work in concert, where data insights are combined with an efficient and personable phone manner, the best results for customers will be achieved. Computers can't do all the work, a human workforce is vital to effectively and efficiently resolve customer issues, using insights and recommendations from AI to deliver messages to customers in a certain way. "CEB (Corporate Executive Board) research has found that the best type of customer service rep for handling complex customer issues is someone who can take control of the conversation and proactively lead that customer to a mutually agreed solution. Because this type of person understands what customers need and doesn't have to follow a script, they are best equipped to utilize the information provided by AI to personalize the customer interaction and help resolve the issue". Join us to learn more!
SUPER DEMO - Automation in the Contact Center - From Bots to IoT to AI let's discuss the Reality and the Hype, and what it means for you (and your customers.)
Tuesday | 5:30 PM – 6:00 PM
Location: Conference Hotel
Leading Analysts recently predicted that "by 2020, Artificial Intelligence will impact the job of 1 Million phone-based customer support agents." At the same time, it's also clear that Humans are going to remain at the core of any great CX Experience. In this session we'll explore how - and why - AI is already changing the face of Customer Experience, and help provide insights into how to approach your own transformation plans.
Resolving Customer Issues at Light Speed
Wednesday | 10:15 AM – 10:40 AM
With digital transformation comes an opportunity to reimagine customer service models by digitizing core processes to prepare for a hyper-connected world. This seismic shift in customer service requires a new value focused approach that goes beyond the activity tracking model of traditional CRM, to a future where customer service serves as a strategic asset in maximizing the value customers receive from your products and services. Join Nitin Badjatia, Sr. Director of Business Strategy for Customer Service Management at ServiceNow, as he discusses the need to shift customer service delivery strategies to go beyond engagement, by taking advantage of the collective wisdom in and around the enterprise, new technologies, and closed loop processes. He will outline the trends shaping this revolution, and the capabilities that will drive digital transformation in customer service.
The 10 Key Findings on WFM and QM from the Latest Research
Wednesday | 10:50 AM – 11:15 AM
Paul Chance, Lauren Maschio
This session will discuss the latest research in contact centers, specifically around workforce management and quality management. We will discuss the top 10 key findings from conversations with hundreds of companies in the United States. Please come early for this interactive discussion as it will fill quickly.
Ready to Win? Learn How to Enter the ICMI Global Contact Center Awards
Wednesday | 11:25 AM – 11:50 AM
Demo Hall, South Pacific Ballroom
Join ICMI's Erica Strother Marois as she shares best practices and tips to apply for ICMI's Global Contact Center Awards. You'll learn how best to draft, craft and submit your entry for the 2018 Awards.