April 9-11, 2018 | Renaissance Washington DC Hotel


Smart Customer Service 2018 Presentations

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Monday, April 9, 2018

Opening Keynote: Designing Customer Experiences that Matter to a New Generation of Accidental Narcissists
Keynote: Could Millennials Be Your Contact Center’s Secret Weapon?
How to Turn Customers Into Brand Advocates
Randi Busse - A101_Busse.ppt
Creating a Customer-Centric Company
Geoff Ables - A102_Ables.pdf
Keynote Lunch: From Onboarding to ‘Onbotting’: How Different Is a Bot From an Employee?
Seriously Sparkly Service: The Power of Profoundly Remarkable
Solution Sessions
Infusing Humanity Into Digital Interactions
Aimee Lucas - A104_Lucas.pdf
Creating Fans: Better customer experiences through Culture, Commitment and Consistency
Colin Gold - B101_Gold.pdf
The Value of Guided Self-Service: How AAA Embraced Mobile to Drive Member Loyalty & Satisfaction
Keynote Lunch: From Onboarding to ‘Onbotting’: How Different Is a Bot From an Employee?
Human Resource Renewal: Using Performance Management to Enhance Staff Engagement & Customer Service
Rob Philpott - B103_Philpott.pptx
How to Provide the Best Customer Care on Social Media

Tuesday, April 10, 2018

Breakfast With the Influencers
Keynote: How Artificial Intelligence is changing the Contact Center
The State of Customer Service
Tales From the Trenches—Best Practices From Real-Life CRM Successes
Keynote Lunch: Voice & AI: Bringing Digital Transformation to the Masses
Measuring CX & Service Quality: What Works, What Doesn’t
Jean Mork Bredeson - A203_Mork_Bredeson.ppt
Solution Sessions
Your Customers Are Talking About You: Do You Know What They Are Saying?
Randi Busse - A204_Busse.ppt
What Millennials Want in the Workplace (And Why You Should Start Giving It to Them)
Terra Fletcher - B201_Fletcher.pptx
Driving Correct Agent Behaviors Through Analytics-Supported Compensation
Tracy Dudek - B202_Dudek.pptx
Keynote Lunch: Voice & AI: Bringing Digital Transformation to the Masses
Pay for Performance—Leveraging Analytics to Make Your Program Work
Kim Williams - B203_Williams.pptx
Using ‘Points of Connection’ to Create Customer Advocates
Andre Boykin - B204_Boykin.pdf

Wednesday, April 11, 2018

Are You Transitioning or Transforming?
Andre Boykin - A301_Boykin.pdf
5 Proven & Time-Tested Customer Service Strategies to Absolutely Explode Your Revenue & Build a Raving Fan Base
John Di Lemme - A302_Di_Lemme.pptx
Emotion: The Missing Ingredient in Customer Experience
Aimee Lucas - A303_Lucas.pdf
12 Phrases That Belong in Every Strong Work Culture
Customer Experiences in the 21st Century: The Customer Perspective
John Grizzy Grzywacz - B302_Grzywacz.pdf
AI: The Reality & the Possibility for Customer Service
Rebecca Lynn Wettemann - B303_Wettemann.pptx

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