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

Moderator:
Pamela Fusting, Director of Operations, Customer Experience, Tennessee Department of Human Services

Abstract:
Many of us face the CX challenges that accompany the provision of a large and diverse set of programs and services. Government agencies are all too familiar with this! In this interactive session, learn how the Tennessee Department of Human Services (TDHS) aligned its Digital Transformation, IT, and CX efforts, capitalizing on recent technology investments to streamline its complex Customer Support landscape.

Key Take-Aways:

• Examples of robotic automation that simplify the agent experience and improve routing capabilities
• Insight on the integration of telephony, email, chat, CRM, and VOC platforms to simplify the customer journey while maintaining the provision of an omni-channel experience
• An understanding of improved efficiencies inherent to the new 360-degree view of its customer base

Title:
Mining Insights from Your Own Customers to Drive Commercialization and Growth

Moderator:
Waseem Kawaf, Former Global Vice President Of Digital Experience, STANLEY Security

Abstract:
Every business has a goldmine of information right in front of it: its own customers. Discover how to build the foundation to measure and learn for your prospects and customers to understand gaps in your product and experience, prioritize investments and deepen your understanding of the customer journey.

Key Take-Aways:

• Building the right KPI framework and understanding what to measure
• Creating the business value/investment use cases for driving CX improvements through AI and Machine Learning
• Core automation use cases for customer and prospect experience to accelerate the customer journey.

Design and Deliver Your Brand Promise!

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Tactics for Today’s Steady State, Strategies for Tomorrow’s Next Horizon!

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