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
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LESLIE OFLAHAVAN, Julie Johnson
Description Coming Soon
Session 403
Organic vs Artificial Intelligence (OI vs AI)
Tuesday | 4:30 PM – 5:30 PM
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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?
Wednesday | 1:30 PM – 2:30 PM
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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
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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
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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.