CXO Virtual Exchange May 2021
May 19-20, 2021 | ET | Online
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.
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 TelecomResolving 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.
