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
Creating a Customer-Centric Company
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
Creating Fans: Better customer experiences through Culture, Commitment and Consistency
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
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
Solution Sessions
Your Customers Are Talking About You: Do You Know What They Are Saying?
What Millennials Want in the Workplace (And Why You Should Start Giving It to Them)
Driving Correct Agent Behaviors Through Analytics-Supported Compensation
Keynote Lunch: Voice & AI: Bringing Digital Transformation to the Masses
Pay for Performance—Leveraging Analytics to Make Your Program Work
Using ‘Points of Connection’ to Create Customer Advocates
Wednesday, April 11, 2018
Are You Transitioning or Transforming?
5 Proven & Time-Tested Customer Service Strategies to Absolutely Explode Your Revenue & Build a Raving Fan Base
Emotion: The Missing Ingredient in Customer Experience
12 Phrases That Belong in Every Strong Work Culture
Customer Experiences in the 21st Century: The Customer Perspective
AI: The Reality & the Possibility for Customer Service