Spend the morning on one of our exciting site tours followed by an afternoon of learning with the best in the contact center industry. Half-day workshops take place on October 22, 2024. Standard + Workshop + Site Tour Pass required.
View Passes & Pricing
Pre-09
Courageous Cultures: Encourage Courage and Solve Problems Faster
Tuesday | 12:30 PM – 3:45 PM
Karin Hurt
Based on ground-breaking new research in innovation and problem-solving, you'll learn what leaders like you are doing to build more creative and solutions-oriented teams. Teams who don't just bring you more ideas, but practical, ideas you can use to make work, work better. You'll explore the root causes of FOSU (fear of speaking up) and ways to turn your team's fears and frustration into practical innovation. You'll learn easy-to-use tools and techniques to empower solutions-thinking and customer-focused problem solving; how to respond to wacky ideas without crushing your team's hearts and spirits; and techniques to encourage courage and deeper dialogue up, down, and sideways. The Courageous Cultures Collaboratory is more than just a learning experience--it's an interactive journey that will challenge and equip you with tools, best practices, and daily habits to lead a cultural transformation in your organization. By attending, you'll not only gain invaluable insights but also practical, scalable solutions that will make work, work better for everyone. Join us to become the champion of change your contact center needs.
Pre-10
Alternative Thinking on CX Metrics
Tuesday | 12:30 PM – 3:45 PM
Jim Tincher
In this session, join Jim Tincher, CCXP, as he challenges conventional wisdom and shares insights on how to use non-traditional metrics to track and optimize the customer experience. You'll learn and discuss how to go beyond the typical metrics like Net Promoter Score and Customer Satisfaction and use alternative data sources to gain a more comprehensive understanding of key indicators to take your CX program to the next level of success.
Session Takeaways:
Link to Business Value – Identifying seven common metrics to show the financial value of your CX program – and one to avoid.
Identify an Emotional North Star – In most experiences, emotions are the best predictors of customers' behaviors, so why not measure them?
Connect the Customer Ecosystem Data – Behavioral and Operational data are some of the best ways to measure the customer journey, and they're also how the rest of the business communicates; learn how to incorporate this into your CX measurement.
Pre-11
Essentials of Experience Management
Tuesday | 12:30 PM – 3:45 PM
Rae Ann Bruno
Since 2000, our economy has shifted from an economy based on providing and managing services to one that offers experiences that matter to people. A new generation of experience-dominant companies has emerged, like Apple, Tesla, Google, and Facebook, replacing service-dominant companies.
This workshop is a first step toward building a career in this experience economy and building an employee-focused, experience-forward organization. Learn the best practices within the Experience Optimization Framework, what Experience Level Agreements (XLAs) are, and the difference between Service Level Agreements (SLAs) and XLAs. Walk away with an understanding of what it takes to improve and measure employee and user experience in your organization by building an actual XLA during the workshop. Join us and start your journey toward becoming an ambassador for experience management.
Pre-12
Mastering the RFP Process: Strategically Procuring AI for Your Contact Center
Tuesday | 12:30 PM – 3:45 PM
Steve Campbell
Dive into the essentials of the Request for Proposal (RFP) process tailored specifically for AI enhancements in your contact center. This workshop equips you with the framework and tools to effectively lead RFPs, ensuring you select the most suitable AI solutions for your needs. You'll gain practical hands-on experience in:
• Defining your use case(s) and AI needs.
• Creating user stories and identifying dealbreakers.
• Drafting an RFP for AI vendor evaluation.
• Developing an RFP scoring matrix.
• Creating a demo script and organizing vendor demos.
• Scoring vendor responses and demos.
Join us for an interactive session where you'll learn and apply the steps of the RFP process, leaving with a solid action plan and the confidence to effectively procure AI solutions. This workshop is ideal for professionals seeking a proven approach to integrate AI into their contact centers.