DAY 3 | Friday, May 16

In this collaborative workshop, you’ll learn what the design thinking process is and how to leverage Voice of the Employee (VoC) insights to inform actionable strategies and solutions that foster a more engaged and productive workforce. We'll explore methods for collecting and understanding VoE data, from informal channels and focus groups to formal surveys. Learn how to bring employees along on the journey–prototyping, testing ‘mock-ups,’ and iterating as you build solutions together. Ultimately, you’ll learn how to collaborate with your team to co-create rather than create for them and how this approach fosters stronger partnerships and results.

Key Takeaways:

-Understand the design thinking principles, processes, and techniques.

-Learn how to effectively gather and interpret employee feedback across multiple channels.

-Explore tools and techniques for gathering and interpreting employee feedback across multiple channels.

-Leverage VoE insights to co-design realistic solutions that improve employee retention, engagement, and satisfaction.

Customer trust is the foundation of every brand, and the increasingly vulnerable digital space of rising cyber threats and data privacy concerns often conflict with emerging technologies and can bog down operational flows if handled incorrectly. Dive into strategies to protect customer data, manage escalations with transparency, and turn security challenges into opportunities to strengthen loyalty and trust.

Key Takeaways:

• Build Trust from the Start: Learn strategies to proactively protect customer data and reinforce trust at every touchpoint.
• Handling Escalations with Transparency: Understand best practices for managing customer escalations, including clear communication during security breaches, individual interactions, or data incidents.
• Cybersecurity and Compliance: Understand growing cybersecurity and data privacy regulations and how to stay compliant while mitigating risks.

Leveraging a tool that could seamlessly converse with users, deliver personalized and tailored responses and answer just about any question thrown at it,

seemed impressive yet far-fetched. But, as more and more individuals engaged with it, it became clear - this technology would change the game. Driving

an impressive impact, generative AI is actually more accessible than CX leaders may think. This report aims to unpack:

• The importance of Generative AI for the contact center
• Key benefits, strategies and frameworks for success
• AI priorities for the year ahead