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NOTE: The information below is from our recent May 2018 event. Please look for the full program for the spring 2019 event to be posted in late November.

Solutions Spotlight Sessions

Special Presentation! Shaping the Future of Customer Service with Artificial Intelligence

Special Presentation! Shaping the Future of Customer Service with Artificial Intelligence

Monday | 3:00 PM – 3:30 PM
Solutions Spotlight Theater
Natalie Petouhoff

Sponsored by:
Salesforce

Artificial Intelligence is accelerating the shift in the way we engage and work. If used properly, these technologies will help us elevate the customer service experience for service agents, managers, and customers. Join us as we explore how to harness the power of Artificial Intelligence using an agile and robust CRM platform to drive productivity, scale, and customer success with Service Cloud, the world's #1 platform for service.


Join Service Cloud for an interactive session to explore how Artificial Intelligence is shifting the way we engage and work, as well as it's ability to elevate the customer service experience for service agents, managers, and customers. Understand the role AI will have in your company's customer service road map and walk away with actionable next steps to begin integrating an AI solution in your company.

What is the total economic impact of modernizing your contact center technology?

What is the total economic impact of modernizing your contact center technology?

Tuesday | 7:15 AM – 7:40 AM
Solutions Spotlight Theater
Brian Spraetz

Sponsored by:
NICE inContact
Understanding the total economic impact of new contact center technology can assist you in understanding what you should expect prior to implementing and what you're missing out on if you have less than ideal technology infrastructure. This 20 minute session will explore the results of a research recently put together by Forrest outlining the Total Economic Impact of advanced contact center technology. We will review the key factors and outcomes that can be realized within a short time after implementation. You'll walk away with three project must-haves to ensure your organization receives the full benefit.

Contact Center 2.0- Enabling Customer Service in the Digital Era

Contact Center 2.0- Enabling Customer Service in the Digital Era

Tuesday | 7:50 AM – 8:15 AM
Solutions Spotlight Theater
Michelle Burrows

Sponsored by:
Serenova

Today's consumer has changed the ways in which they expect to engage with companies. While long-established channels such as the telephone, email and company websites are still the most used, many consumers now prefer to use a myriad of new technologies including text messages, chat and social media. Ignoring these new channels – and not being able to connect these channels throughout the customer experience – exposes companies to the risk that some customers will choose not to do business with them. To keep pace with this, contact centers are evolving to allow your agents and customers to seamlessly pivot interactions from channel to channel and across devices, with all the data, context – and experience – intact. In this session, attendees will learn how companies are delivering a superior level of service with next generation contact centers that offer the ability to better personalize every interaction, and gain cross channel insights to continually optimize overall performance.

Turn Your Service Agents into Omni-channel Service Wizards

Turn Your Service Agents into Omni-channel Service Wizards

Tuesday | 10:15 AM – 10:40 AM
Solutions Spotlight Theater
Ben Barton, Danielle Mallady

Sponsored by:
Pegasystems Inc.
Your customers want fast, seamless, personalized customer service across their channels of choice. You need context to best serve them – but each human generates 1.7 MB per second. How can an agent or self-service customer find the right information or make the right decisions in the ever-growing sea of data? Find out how leading contact centers are applying next-generation desktops that go beyond the "360 degree" view to guide and automate processes, improve operational efficiency, and wow customers…one journey at a time.

WFM Challenges and Solutions

WFM Challenges and Solutions

Wednesday | 7:15 AM – 7:40 AM
Solutions Spotlight Theater
Fancy Mills, Todd Gladden

Sponsored by:
ICMI

Got some burning questions about workforce management? Then you don't want to miss this dynamic, informative session! This is your chance to ask the WFM Wizard anything and get tested and proven strategies and techniques for scheduling, staffing, and forecasting in your support organization. You'll also have the opportunity to provide input and advice for your peers on how you handle workforce management situations in your organization.

Transform Your Contact Center into a Profit Center

Transform Your Contact Center into a Profit Center

Wednesday | 7:50 AM – 8:15 AM
Solutions Spotlight Theater
Arturo Oliver, Jorge Sanchez

Sponsored by:
Appian

How can you deliver more value to your organization and support strategic initiatives? Differentiate your customer engagement center by driving profit and customer experience excellence. Learn how technology that streamlines and automates the agent decision cycle makes agents more efficient and provides an opportunity to generate revenue—through personalized campaigns, real-time product and services suggestions, new business line support, and more.

Managing a Real-World Cloud Migration Enabling CX Strategies

Managing a Real-World Cloud Migration Enabling CX Strategies

Wednesday | 8:25 AM – 8:50 AM
Solutions Spotlight Theater
Brian Court, Alton Harewood

Sponsored by:
8x8

Aging PBXs with limited upgrade options and high on-premises telephony costs are bad enough, add to that a global requirement and supporting Customer Experience strategy and these real world issues can be a headache! Join us to hear how customer Brian Court of Intralinks met this challenge head on by navigating his migration to the cloud with 8x8 and what he enabled to broaden strategic CX options for his organization.

Next-Generation Contact Centers

How to Future-Proof Your Contact Center

Wednesday | 9:00 AM – 9:25 AM
Solutions Spotlight Theater
Lawrence Morrisroe, Daniel Foppen

Sponsored by:
Oracle

Contact centers are evolving. Investments in frictionless agent experiences are one of the biggest multipliers of customer experiences. Outstanding service can only be delivered by agents who truly love their job. Learn how Pier 1 Imports radically transformed its contact center in a very short time with tremendous success. Learn how modern channels will change contact centers and how to get access to a better talent pool of service agents. Get inspired and with fresh ideas to future-proof your team for the wild frontier of next-generation contact centers.

Using Better Omni-channel to Increase CSAT By 20%

Using Better Omni-channel to Increase CSAT By 20%

Wednesday | 9:35 AM – 10:00 AM
Solutions Spotlight Theater
Michelle Williams

Sponsored by:
Sharpen
Processes were cumbersome, consumers were unhappy, agents were frustrated. Dorel Juvenile Group discovered their customer service teams were working around their systems in their efforts to help consumers, which got them thinking… could a better omni-channel platform help? Learn how Dorel Juvenile moved onto a modern platform, unified their systems, and empowered their agents to provide the award-winning customer experience they had fought so hard to create.

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.