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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?

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.

CX Change Through The Lens Of The Kotter Model

CX Change Through The Lens Of The Kotter Model

Wednesday | 2:00 PM – 2:45 PM
Digital Experience
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.

How Covid19 Made Chatbots a Requirement for Most Contact Centers

How Covid19 Made Chatbots a Requirement for Most Contact Centers

Tuesday | 4:00 PM – 4:45 PM
Location: Conference Hotel
Bob Furniss, Mark Miller

For years contact center leaders have considered chatbots as a way to reduce costs and improve customer service. But they didn't know how to make the technology provide an effective customer experience. COVID-19 sent workers home, and the number of contacts spiked dramatically – as customers flooded the contact center with questions and confirmations – about shipping, sales, customer service and the company's response to the pandemic forced everything online. Join Bob Furniss and Mark Miller, as they share their surprising chatbot journeys with clients throughout the 2020 chaos. Hear how they helped clients conquer their fears and see amazing results with chatbots.

How Mature Is Your Customer Experience

How Mature Is Your Customer Experience

Wednesday | 1:00 PM – 1:45 PM
Digital Experience
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.

Judge Judy CX Edition

The Case Against NPS

Wednesday | 4:00 PM – 4:45 PM
Digital Experience
Nate Brown

NPS, or Net Promoter Score, is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a drivers license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This courtroom session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, or the NPS defending attorney as we present our case. You are jury, having the ability to vote with your feet throughout the session. Will NPS be considered a criminal offense against Customer Experience? Come and find out.

The New MVP

Adopting a Minimal Viable Product Approach For Better CX

Tuesday | 2:00 PM – 2:45 PM
Digital Experience
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.

The New World of Experience Management

What It Means and How to Do It Right

Tuesday | 1:00 PM – 1:45 PM
Digital Experience
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.

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