Drive Customer Experience Sessions
Choose a Conference Track:
In a connected world, where a single interaction can go viral, the customer is truly king. There is enormous pressure on contact centers to provide superior customer service and experience – requiring them to simultaneously juggle the demand for speed, accuracy, channel choice, personalized service, and in many cases, regulatory compliance. Sessions in this track will help you develop strategies and implement tactics to overcome the hurdles and take your customer experience to the next level.
Session 103
Your Brand Voice - How to Maintain Consistency Across Channels
Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
LESLIE OFLAHAVAN, Julie Johnson, Chris Vetrano
To give your customers a consistent experience, you've got to use the same brand voice before they buy your product (when you're marketing to them) as you after they buy (when your Customer Care team is handling their questions or complaints). But maintaining your brand voice can be difficult if your teams are siloed, your brand voice isn't well defined, or your customer service agents don't have the skills to adopt the brand voice when they communicate with customers. Join this expert panel and learn how leading companies define brand voice, collaborate across teams to sustain brand voice throughout all the parts of the customer journey, and develop agents' communication skills so they can use the brand voice when they speak or write to customers.
Session 203
Delighting Customers with Innovative Customer Experience
Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Andrew Stein, Daniel Moross, Chris Vetrano, Fancy Mills
Looking for new ideas, techniques and surprising ways to delight your customers? Hear this interactive panel as they share how their organizations have risen above the others when it comes to innovative customer experience and share best practices to implement these programs. You'll walk away with ideas to bring back to your organization to build into your customer experience program.
Session 303
The New World of Experience Management: What It Means and How to Do It Right
Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
Lauren Volpe
Customer Experience doesn't start and end in the Contact Center – CX should be everywhere in your organization and in order to get it right, you need to start with the customer perspective. In this session, Lauren will share how a step by step process of how to evaluate the experience by understanding how your customers navigate through the various channels and then work to remove obstacles or roadblocks within those channels. The end result is a seamless and quicker process for customers resulting in customer satisfaction, loyalty and promotion of your brand.
Session 403
Organic vs Artificial Intelligence (OI vs AI)
Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
Jim Thomsen
Everywhere we go, we hear AI this or AI that - we're told that machines will soon be taking over a greater portion of the workplace. In this session, Jim makes the case against the machine and how it can never replace the genuine and authentic experiences humans provide to each other. In this session, Jim will illustrate examples of AI run amok, as well as examples where employees can act artificial/robotic. You will learn what tools Showdown Displays use to reward employee behavior, drive engagement and improve performance that makes both their customers and CFO smile.
Session 503
How Mature Is Your Customer Experience? (ICMI PRO)
Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Josh Streets
How good are customers' experiences with your contact center? Are those experiences helping or hurting customer loyalty? The price of not knowing can be high; your organization's profitability and cost control may depend on whether customer experiences result in stronger loyalty and satisfaction. In this session, Josh Streets will share a framework for assessing the maturity of your organization's customer experience. Learn how you can align your people, process, technology, and strategy for maximum customer benefit, and set your contact center on the path toward continuous improvement and competitive advantage.
Session 603
CX Change Through The Lens Of The Kotter Model
Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Nate Brown
Join Nate as he shares his perspective on the practical application of change management with John Kotter's 8-step model. Nate will take you through each step of change, highlighting practical ideas and actions around creating a sense of urgency, building a guiding coalition, forming a strategic vision and initiatives, enlisting a volunteer army, enabling action by removing barriers, generating short term wins, sustaining acceleration and instituting change.
Session 703
The New MVP: Adopting a Minimal Viable Product Approach For Better CX
Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Rebecca Roemen
Does your organization have a slow Speed-To-Market? Do they invest a lot of resources in a channel, feature, process or technology that ultimately doesn't quite hit the mark once released? You're far from alone. In this session you will learn about the Minimal Viable Product approach to releasing new features and technology to customers (or your Contact Center). We will discuss MVP as a means to optimize speed-to-market and a key lever to transform your customer experience by using iterative, customer-centric improvements.