Day 1: Wednesday, May 19th

All times listed in EST

11:00 am - 11:30 am EST Business Meetings

11:30 am - 11:35 am EST Transition Break

11:35 am - 12:05 pm EST Business Meetings

12:15 pm - 12:25 pm EST Virtual Lobby Opens & Welcome Orientation

12:25 pm - 12:30 pm EST Chairperson's Opening Remarks

12:30 pm - 1:00 pm EST BENCHMARKING SESSION: How to Leverage Self Service to Improve Customer Experience and Efficiency

We all appreciate quick service that will save us time in challenging times. Customer empowerment is more valuable now more than ever. Companies know that self service must add value for the customer in addition to cost savings. Moving past IVR’s, FAQ’s and surveys, self service technologies have expanded to include chatbots, video tutorials, online forums, voice assistants, mobile apps and more. Learn how to deliver a seamless self-service experience that empowers your customers.

1:00 pm - 1:25 pm EST INTERACTIVE PANEL DISCUSSION: CX Innovation: Connecting Customer and Employee Experiences

An employee-centric culture is key to achieving good customer experience. In today’s environment, it is critical to actively engage your workforce despite distance and uncertainty. Each department interacts with the customer in a different part of the lifecycle and has tools, data, and touchpoints optimized for that particular touchpoint. With most organizations working remote, this panel will highlight a few proven principles for successfully managing people (both customers and employees) through crises:


  • Empathy always comes first
  • Transparency on goals and performance outcomes
  • Leverage the right technology for ongoing training and learning
  • Break down siloes to encourage collaboration, reduce duplicate work and improve knowledge retention

1:25 pm - 1:30 pm EST LIVE Q&A

1:30 pm - 1:40 pm EST IGNITE SESSION: Improve Customer Loyalty through Digital Transformation

Jennifer Borchardt - Director of Omnichannel Experience and Strategy, U.S. Bank

To weather challenging times and achieve business continuity, virtual capabilities need to be utilized for efficient communication between businesses and customers. It is critical to understand your customer journey and the evolving requirements to deliver a unified, streamlined experience across any device or channel. Join Jennifer to learn more about how a true digital leader designs and drives successful digital adoption.

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Jennifer Borchardt

Director of Omnichannel Experience and Strategy
U.S. Bank

1:40 pm - 1:45 pm EST LIVE Q&A

1:45 pm - 1:55 pm EST IGNITE SESSION: Rethink Workforce Strategy: How to Integrate Automation Across the Contact Center

The operational context of the contact center has shifted drastically. Agents no longer have real-time human support from peers or leaders to successfully serve customers. Contact center leaders were forced to quickly understand the evolved needs of their frontline employees in the new virtual environment and support them in a meaningful way. In this quick-fire Ignite session, Andrea will share specific automation strategies that worked for her agents and leaders to provide assistance, emotive tools, and the real-time support required for agents to effectively serve customers.

1:55 pm - 2:00 pm EST LIVE Q&A

2:00 pm - 2:30 pm EST Business Meetings

2:30 pm - 2:40 pm EST Transition Break

2:35 pm - 3:05 pm EST Business Meetings

Interactive Roundtable Discussions

Interactive Roundtable Discussion: AI & Chatbot: How to Deliver Hyper-Personalized Interactions with AI and Analytics

3:10 pm - 3:55 pm INTERACTIVE ROUNDTABLE DISCUSSION: AI & Chatbots: How to Deliver Hyper-Personalized Interactions with AI and Analytics
George Alifragis - Chief Innovation and Customer Officer, Altima Telecom

Resolving customer service issues before they arise significantly lowers customer abandonment rates. Join this group as we unpack AI’s relevance for customer service and how to prioritize AI and data integration across customer service operations.

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George Alifragis

Chief Innovation and Customer Officer
Altima Telecom

3:55 pm - 4:00 pm EST Day One Wrap-Up