Day 4: Friday, December 4th
12:00 pm - 1:00 pm
Opening Remarks & CCWomen Panel: Tales of the CX Industry, Women in the Workforce, and the Best of 2020
Celika Caldwell -
VP Experience Design,
AARP
Becky Ploeger - Global Head of Reservations & Customer Care, Hilton
Kelley Kurtzman - VP Global Consumer Sales & Services, Verizon
Sandy Ko - Senior Analyst, Customer Contact & Conference Director, Customer Management Practice
To say that 2020 was tumultuous is an understatement. Our day-to-day’s were largely unpredictable. Being in quarantine was difficult for our mental and physical well-being. We saw organizations crumbling. We experienced obstacles and losses that were unfathomable. We witnessed our communities and country in turmoil. And many difficult conversations and choices were made.
2020 is coming to an end and we are no longer running on adrenaline and sprinting from one fire to the next.
We are taking a moment to pause (and breathe!) and reflect on how this year has challenged us, changed us, and more importantly, shaped us into more resilient and stronger women in every aspect.
In this panel join us as we discuss:
+ Personal experiences as a woman in business, a mother, a daughter, a sister, a spouse
+ Business and CX perspective
+ Tough Conversations
+ Best of 2020
Sandy Ko
Senior Analyst, Customer Contact & Conference DirectorCustomer Management Practice
1:00 pm - 1:30 pm
The Practical Role AI Will Play Improving Human Interactions in the Contact Center
Brian LaRoche -
Director of Outreach Marketing,
CallMiner
Rick Britt - VP of Artificial Intelligence, CallMiner
Kirsten Stalling - Data Scientist, CallMiner
AI is shaping the future of the Contact Center. Join CallMiner’s Rick Britt, Vice President of Artificial Intelligence and Kirsten Stallings, Data Scientist as they overview how Interaction Analytics Research is pushing the boundaries to improve the quality of human to human interactions. Explore how leveraging the power of machine learning moves the contact center beyond scripted conversations to advanced AI solutions like anomaly detection, recommendation systems, and predictive models.
Sponsored by: CallMiner
1:30 pm - 2:00 pm
Next-Level Hiring: The Surprising Benefit of Automated Language Screening
Matt Wujciak -
Digital Writer & Editor,
Customer Management Practice
Brody Horton - VP of Customer Experience, Emmersion
BenJoe Markland - COO, Focus Services
As a leader in the industry, Focus Services recognizes the need to properly screen bilingual candidates to ensure excellent customer experience. This session highlights how Focus Services utilizes automated assessments by Emmersion to take speed, accuracy, affordability, and scalability of language screening to the next level.
Sponsored by: Emmersion
2:00 pm - 2:30 pm
Reimagining the Contact Center in the New Normal
Steve Bell -
Sr. Director of Product Marketing,
Talkdesk
Ed Poorbaugh - Director Telephony Applications Support, Sysco
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Management Practice
The events of 2020 had an abundantly clear impact on contact center priorities. They heightened the importance of continuity planning, accelerated the adoption of digital engagement, and established the significance of work-from-home. We, therefore, do not need to ask what the future of customer contact entails. Instead, we need to focus on how to adapt our contact centers to meet the evolved expectations of our customers, agents, and businesses.
This session, a discussion between Steve Bell of Talkdesk, Ed Poorbaugh of Sysco, and Brian Cantor of CCW Digital, will provide the answer. Our industry experts are eager to facilitate thought leadership on how contact centers can approach new initiatives for cloud migration, risk management, AI, and digital communication, while meeting increasing customer and agent demands.
Sponsored by: Talkdesk
2:30 pm - 3:00 pm
Delivering Exceptional Experience with AI in a Heterogeneous Contact Center Environment
Shobhit Varshney -
Partner & North America AI Practice Lead - IBM Services,
IBM
Michael DeJager - Principal Analyst & Head of Production, Customer Management Practice
Raise your hand if you have multiple overlapping (often competing) technology solutions in your call center. It takes a lot to orchestrate intelligence across heterogeneous solutions on a hybrid cloud to deliver an exceptional experience to customers and agents. Enterprises are routinely challenged with multiple chatbots, siloed data, data hidden unstructured documents, data not enabled via clean APIs etc. Hear from IBM AI Services how they are helping clients deliver 'one-AI' to tap into intelligence wherever it resides, across the contact center and the broader enterprise, to deliver higher CSAT and AI resolution rates.
Sponsored by: IBM
