Agenda Day 1
10:30 am - 11:00 am Exchange Registration & Welcome Brunch
11:00 am - 11:30 am Speaker, Delegate & Solution Provider Orientation
11:30 am - 11:45 am Chairman’s Opening Remarks
11:45 am - 12:00 pm Ice Breaker Activity
12:00 pm - 12:30 pm Opening Address: One View of the Customer - Connecting the Dots on the Customer Journey
12:30 pm - 1:00 pm Business Meetings
1:00 pm - 1:30 pm Business Meetings
1:30 pm - 2:00 pm Master Class - Connecting With Customers at The Speed of Life
Sponsored by: Quiq
1:30 pm - 2:00 pm Masterclass - AI: Myth, Magic, or Must
Sponsored by: SmartAction
2:00 pm - 2:30 pm Business Meetings
2:30 pm - 3:00 pm Networking Break
- Bring Life to Incomplete Interactions
Did you know that 75% of customers now demand a consistent experience across channels? A personalized and consistent experience gets remembered. In a world of great products, great service is much rarer. In this session we’ll discuss how to seamlessly transition your customers from digital channels including web, mobile and chat to the voice channel providing a consistent experience.
Chad Hendren, VP and GM, CX Solutions, VHT
- Ending Identity Interrogation in the Call Center.
This short session will cover the rise of knowledge-based authentication, the reasons it no longer works, and the options call centers have to replace identity interrogation with new technologies.
Lance Hood, Chief Marketing Officer, TrustID
- Continuous Learning for Customer Experience Teams
Join Julie Cardwell, Training and Quality Manager for Pacific Gas & Electric, as she discusses how her team has taken the initial steps to develop a continuous learning culture within their contact centers. In this conversation, Julie will:
- Provide an in-depth overview of PG&E's efforts to train up its contact centers on new IVR functionality
- Talk through how they utilized Practice, a video-based coaching solution, to accomplish this training
- And, the positive impacts of this program in mitigating anxieties and fears about IVR itself
Greg Newman, Director of Sales, Practice
Julie Cardwell, Training and Quality Manager, Pacific Gas & Electric
Sponsored by: VHT
Sponsored by: Practice
3:30 pm - 4:00 pm Tech Talk: Scaling Customer Centricity
Sponsored by: SpeechIQ
Sponsored by: Yodel Voice
4:00 pm - 4:30 pm Business Meetings
4:30 pm - 5:00 pm Business Meetings
5:00 pm - 5:30 pm Fireside Chat: Using CX Analytics to Identify Root Cause of Customer Friction Points
Sponsored by: topbox
5:00 pm - 5:30 pm Master Class - The Exception Center: Maximizing Customer Realized Value with Digitally-Enabled Customer Service
Sponsored by: ServiceNow
