A full year of touch points for you and your team to create value together.

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:
Neil Crane
Vice President of Product and Technology
Cicero Inc.

Abstract:

Your greatest assets are the skills and experience of your employees. Value and nurture this asset to improve employee productivity, support customer loyalty and increase profitability. Learn how a Fortune 500 Logistics Company nurtured their front line employees by leveraging analytics.

Key Take-Aways:

• Metrics for valuing human capital
• Strategies for enhancing and personalizing the employee experience
• Best practices for managing integration of new technologies like automation and AI alongside valued employees

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:
Paul Selby
Director, Product Marketing – Customer Workflows
ServiceNow

Abstract:

As customer service organizations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes. We propose that you can adopt a strategy that proactively addresses both options in order to deliver the level of attention customers demand.

Key Take-Aways:

• Examples of how large companies and organizations such as Basware, Proximus, State of Tennessee, and more are better connecting engagement to operations
• Best practices to automate solutions to requests through self-service
• Ways to empower agents to do to more, more effectively

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:
Tommy Minta
Digital Solutions Lead, North America
Genesys

Abstract:

If there was ever a time when empathy was needed – locally and globally, individually and collectively, personally and in business – we are decidedly living in that time now. The experiences that your brand provides to customers has moved beyond being a competitive differentiator to becoming part of the lifeblood of your operation.

Key Take-Aways:

• The concept of providing experience as a service: true personalization at scale
• Best practices for enabling you to interact with empathy
• Guide to fostering customer trust and loyalty

Theme:
From Crisis to Opportunity: Reimagining the Customer Experience

Speaker:
Christine Rimer
Vice President, Customer Experience & Advocacy
SurveyMonkey

Abstract:

Customer needs have shifted dramatically this year, and CX leaders have their work cut out for them as organizations must pivot and adapt to the new normal. In our session, we’ll explore this new reality for CX and reveal simple steps you can take to make a big impact with less effort—from leaning into customer empathy to taking meaningful action in service of your customers.

Key Take-Aways:

• Emerging CX trends in the new normal and what that means for your business
• Key strategies to stabilize and grow your organization through CX in these uncertain times
• Best practices on how to turn customer feedback into a long-lasting plan with high business impact

An amazing speaker lineup to provide take-aways and best practices that you can apply at your organization. All LIVE, nothing pre-recorded! The event will include:

• Face-to-face sessions and networking
• Live polling and real-time chats
• Virtual Exhibit hall, demos, and the opportunity to win tons of prizes
• Yoga breaks
• and YES – the Olympics!

We will focus on delivering Strategy and Tactics for Extraordinary Times with three tracks and over a dozen interactive sessions that empower you to have actual conversations with each other about your challenges.

Click here to check out the event website for more details!