April 9-11, 2018 | Renaissance Washington DC Hotel

Registration

Monday, April 9, 2018

Welcome & Opening Keynotes

Opening Keynote: The New Face of Change

9:00 a.m. - 10:00 a.m.
Brian Solis, Principal Analyst, Altimeter, a Prophet company

Check back for details.

 

Keynote: Could Millennials Be Your Contact Center’s Secret Weapon?

10:00 a.m. - 10:15 a.m.
sponsored by
Allyson Boudousquie, VP Market & Product Strategy, Convergys

You already realize the importance of Millennials as consumers, but have you considered the impact they could make within your company? Contact centers are changing, with a new focus on handling complex and difficult interactions and “postchannel” strategies that erase your customers’ awareness of channels. Digitally fluent and social media-connected Millennials can be the ideal fit for chat, social, and mobile agent support. This presentation shows how you can leverage this key demographic, along with innovative technologies, to enable the best possible customer outcomes.

Coffee Break

10:15 a.m. - 10:45 a.m.

Track A - Creating a Customer-Centric Culture

A101 - How to Turn Customers Into Brand Advocates

10:45 a.m. - 11:30 a.m.
Randi Busse, President, Workforce Development Group, Inc.

This highly interactive presentation offers a dialogue about the customer experience your employees are providing to customers and compares it to the customer experience that your employees have when they themselves are customers. Attendees discover what customers want, the difference between customer service and customer loyalty, the role of social media in customer service, what it means to think like an owner, why a complaint is a four-letter word, how to improve the stories your customers are telling, and what to do to inspire your customers to refer you.

A102 - Creating a Customer-Centric Company

11:45 a.m. - 12:30 p.m.
Geoff Ables, Managing Partner, C5 Insight

The reason employees engage is the passionate pursuit of a better customer experience. This level of customer-centricity is far from being a new concept, but the techniques and digital workplace tools that can make it a reality have advanced significantly in recent years. In this session, attendees learn an easy-to-remember, fivestep framework for people-centric success in the digital age; the connection between employee engagement and innovative customer experiences; how data, processes, people, and culture have to align; and how to balance the often-conflicting organizational disciplines that result in the best customer experiences. Real-world examples of companies leading the transformation toward customer-centricity are given.

Keynote Lunch: From Onboarding to ‘Onbotting’: How Different Is a Bot From an Employee?

12:45 p.m. - 1:45 p.m.
sponsored by
Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing, Aspect Software, Inc.

ELIZA, one of the first chatbots ever built, was introduced more than 50 years ago, but it was not until Siri in 2011, Alexa in 2015, and Facebook’s Bots launch in 2016 that we saw anything close to mass market adoption of conversational assistants. As with these applications, most technologies that start in the consumer world eventually reach the commercial enterprise, but should chatbots be treated as traditional projects? Chatbots are essentially ushering in a new era of man-machine interaction—one that goes far beyond the now familiar “information retrieval” applications that rely on simple question-answer system constructs. As machines are starting to learn how to speak and to perform traditionally human functions, should we treat them more like humans? This is a new IT frontier. Is the goal to improve the human condition? These and other similar questions must be asked, but here is the big question: How do enterprises get this right?

A103 - Seriously Sparkly Service: The Power of Profoundly Remarkable

2:00 p.m. - 2:45 p.m.
Chip Bell, Senior Partner, Chip Bell Group

Recall the absolutely best customer service experience of your entire life. What made it so spectacular? Today’s customers do not talk or tweet about good service: only experiences they find unique, special, and ingenious. Value-added service (taking what customers expect and adding more) will not provide a solid ROI and only serves to further elevate customers’ expectations. Value-unique service (delivering an unexpected, compelling surprise) creates animated advocates and fuels bottom-line impact. The pinnacle of customer advocacy is not about “Would you recommend?” but rather “Would you tell a ‘you’re-not-gonna-believe’ type of story?” Based on Chip Bell’s newest national bestselling book, Kaleidoscope: Delivering Innovative Service That Sparkles, this high-energy session provides the tools, tips, and techniques for leading and delivering innovative service that sparkles.

Solution Sessions

3:00 p.m. - 3:45 p.m.

Open to all conference attendees and Networking Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question-and-answer period that follows. Check back for session details or follow #SmartCS on Twitter for updates.

A104 - Infusing Humanity Into Digital Interactions

4:00 p.m. - 4:45 p.m.
Aimee Lucas, Vice President & Customer Experience Transformist, Temkin Group

While new technology can make it easier to help customers achieve specific goals, it doesn’t inherently address their full needs. Companies still need to craft interactions that connect with customers at an emotional level. To understand how to build stronger bonds, Temkin Group shares its research on the Human Conversational Model, showing how companies can improve their digital efforts by adopting lessons culled from an analysis of successful human-to-human interactions. During this session, attendees learn how consumers currently view their experiences today; why it’s critical to design digital interactions that are both functional and emotionally stimulating; and how to create engaging conversations instead of just deploying digital technology.

Track B - Real-World Case Studies

B101 - How Rogers Solved the ‘Customers Waiting for a Technician’ Dilemma

10:45 a.m. - 11:30 a.m.
Robert Paradis, VP, Technical Support, Rogers Communications

This case study session focuses on how Rogers zeroed in on a critical CX moment—field service appointments—and turned the frustration of waiting for the technician to arrive into an engaging moment in which service is convenient and customers are engaged. This session looks at why Rogers decided to focus on in-home service and how it defined its requirements for a solution; how it deployed the new experience, the resources required, and lessons learned from the project; and the immediate impact on customer satisfaction, engagement, and operational metrics.

B102 - The Value of Guided Self-Service: How AAA Embraced Mobile to Drive Member Loyalty & Satisfaction

11:45 a.m. - 12:30 p.m.
Tae Kim, COO, AAA of Western & Central New York

This case study presentation examines how AAA of Western and Central New York established a new, personalized, digital connection to its member base, ultimately driving immediate business value and enhancing overall customer service and communications strategies. AAA WACNY was increasingly aware of rising customer expectations for communications to be easy, personalized, and mobile. Ultimately, the organization decided to implement a guided self-service digital solution that would connect it to a significant percentage of its member base to help improve renewal rates and support ongoing, value-added communications around product education or plan updates. The session looks at the challenges and successes AAA-WCNY navigated while implementing its technology program.

Keynote Lunch: From Onboarding to ‘Onbotting’: How Different Is a Bot From an Employee?

12:45 p.m. - 1:45 p.m.
sponsored by
Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing, Aspect Software, Inc.

ELIZA, one of the first chatbots ever built, was introduced more than 50 years ago, but it was not until Siri in 2011, Alexa in 2015, and Facebook’s Bots launch in 2016 that we saw anything close to mass market adoption of conversational assistants. As with these applications, most technologies that start in the consumer world eventually reach the commercial enterprise, but should chatbots be treated as traditional projects? Chatbots are essentially ushering in a new era of man-machine interaction—one that goes far beyond the now familiar “information retrieval” applications that rely on simple question-answer system constructs. As machines are starting to learn how to speak and to perform traditionally human functions, should we treat them more like humans? This is a new IT frontier. Is the goal to improve the human condition? These and other similar questions must be asked, but here is the big question: How do enterprises get this right?

B103 - Human Resource Renewal: Using Performance Management to Enhance Staff Engagement & Customer Service

2:00 p.m. - 2:45 p.m.
Rob Philpott, Chief Financial Officer, City of Summerside, Prince Edward Island, Canada

This case study session looks at how to successfully reorganize in the public sector to achieve higher workforce engagement and increase citizen satisfaction. It discusses how to build leadership commitment and set clear expectations and performance management practices; how staff can successfully engage through good planning, creative thinking, and inclusive methodology; how clear performance expectations lead to more engaged staff and better customer service outcomes; and why the tone at the top is critical for any successful reorganization.

Solution Sessions

3:00 p.m. - 3:45 p.m.

Open to all conference attendees and Networking Pass holders, solution sessions are presented by conference sponsors. The sessions are educational, and the presentations typically focus on solving real-world problems using case study examples, with a question-and-answer period that follows. Check back for session details or follow #SmartCS on Twitter for updates.

B104 - Tiering: How to Organize Customers to Improve SLAs

4:00 p.m. - 4:45 p.m.
Vivian Chaves, Senior Business Operations Manager, Customer Experience, Eventbrite

After experiencing rapid growth, Eventbrite needed to overhaul how it supported customers. Its previous one-size-fits-all support model couldn’t scale, resulting in long waits and poor customer experiences. The organization decided to segment customers, create tiers, and change operations to support each group of customers. Doing so resulted in lower operating expenses, higher Net Promoter Scores, and greater efficiency and satisfaction among customer service representatives This case study session looks at how Eventbrite executed this program and some of the major truths it learned along the way.

Reception

Customer Solutions Expo Grand Opening Reception

5:00 p.m. - 7:00 p.m.

Join your peers as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks.

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Conference Videos

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