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Drive Customer Experience

Choose a Conference Track:

The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.


Session 103

Excellent Service in a Few Words: How to Write Well in the World of SMS and Social Media

Tuesday | 8:30 AM – 9:30 AM
S Hemisphere 3
Leslie O'Flahavan

Writing to customers on Text Message, Facebook, Twitter or Yelp requires finesse, technique and confidence. Contact center managers often underestimate how much writing skill these super-short, super-public responses deserve. This session will focus on the text message and social-media-specific writing skills agents must have to write excellent responses to customers. It will challenge some common beliefs and misperceptions, and reinforce that the best agents for these channels are people with established customer service skills, deep empathy, and excellent writing skills.

Session 203

Building Blocks of an Effective Customer Experience Program

Tuesday | 11:00 AM – 12:00 PM
S Hemisphere 3
Nate Brown

Building a customer experience strategy is much like building and maintaining a home. It requires the use of the right techniques at the right time to create an attractive, functional, and lasting result. Nate will draw from his experience at UL and equip you with the hardware to initiate a meaningful CX program. Topics range from establishing a powerful CX change coalition, to breaking survey mentality with listening paths, to developing a culture-altering groundswell among your employee population. Whether you are a leader looking to begin a program for the first time, or just someone who wants to take your existing program to the next level, you do not want to miss this session!

Session 303

Using Cross Functional Collaboration to Improve the Customer Experience

Tuesday | 12:15 PM – 1:15 PM
S Hemisphere 3
Daniel Moross

Long term success and a differentiated customer experience is highly dependent on employee engagement and internal collaboration. By bringing together their customer service teams and cross-functional stakeholders, they've heightened the understanding of what 'customer centricity' means at MOO. In this session, you'll learn how this award-winning organization deployed strategies such as journey mapping, their CX Liaison program and new methods of communication, to help identify customer improvement initiatives, break down silos within the organization, and ensure that their customers always have a seat at the table when key internal decisions are being made

Session 403

Driving Dollars Through The Dial! Are Sales Efforts Killing Your Brand?

Tuesday | 1:30 PM – 2:30 PM
S Hemisphere 3
Chris Brown

What good is capturing a short-term sale if the constant pressure from sales tactics is driving your customers away long-term? In this interactive session, you'll learn the secrets of threading-the-needle of upselling/cross-selling effectively without turning away business, avoiding "customer-perceived pressure." Key takeaways include a proprietary, proven system for vaulting revenue per call and increasing conversion through subtle but effective persuasion that are effective regardless of industry or product.

Session 503

Making the Leap - Moving Your Contact Center from Just Service to Memorable Customer Experience

Wednesday | 10:30 AM – 11:30 AM
S Hemisphere 3
Tim Montgomery, Tim Handren

What makes a contact center world-class and how do I get there? This question is on the mind of just about every contact center executive and leader today. Companies that have been successful in making the leap understand that doing just one thing at a time doesn't cut it. Taking a piecemeal approach to "projects" focused on world-class service will only create frustration and a lack of faith in the overall effort. In this session, Tim Handren, the former COO of USAA and Tim Montgomery, a trusted adviser to world-class companies, will share their real-life experiences in helping organizations make the leap. You'll return to your environment with new ideas to eliminate the self-inflicted barriers, creative ways to connect the contact center with all departments and innovative ideas on leading in a front-line focused culture

Session 603

Omnichannel and the Future Ahead: Planning for Tomorrow, Today

Wednesday | 11:45 AM – 12:45 PM
S Hemisphere 3
Angelo Arezzi, Thomas Farrell

In this session, Web.com will cover their evolution of Omni-Channel support and how it affects the customer experience. Angelo and Thomas will share how multi-generational teams and specifically the rise of newer generations and how they are disrupting the traditional view of customer experience. Discover how Web.com is adapting to the current state of the industry and how they're also looking to the future and the impact of new technologies in reshaping the landscape.

Session 703

Taking a High-Touch Approach to Personalized Service

Wednesday | 1:00 PM – 2:00 PM
S Hemisphere 3
Pierre Marc Jasmin

Delivering personalized service that is both effective and efficient requires an organization to have a strong understanding of their customer data and an effective system for putting it into action. When it all comes together, the result is an experience that anticipates customer expectations and creates brand loyalty and customer retention. In this session, you'll learn about the applications and benefits of high-touch personalized service and gain ideas for determining the business impact and potential value of deploying this approach in your organization.

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring , Director of Customer Service, National Guardian Life Insurance

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.