Reimagining Service Experiences
October 26-27, 2021 | 12 PM ET
Day 1: Tuesday, October 26th
12:30 pm - 1:00 pm
The AI Behind Better Experiences
Michele Carlson -
Sr Product Marketing Manager,
NICE
Customers’ expectations consistently increase with every interaction on every channel. In today’s digital world, when customers have a great experience with one brand, they expect that same experience on their next interaction – even if it’s another brand. Are you ready to set the bar for digital customer experience?
To drive more personal, efficient, and seamless customer experiences, AI accelerates’ brands digital transformation to deliver beyond the expectations of today’s consumers. Join us to learn:
- Where AI optimizes experiences across customer journeys
- Why next-level digital experiences need intelligence from assisted-service channels
- How AI powers self-service performance with continuous insights from the voice of the customer
Sponsored by: NICE
1:00 pm - 1:30 pm
Promoting Long-term Customer Relationships Through Accessible, Streamlined Veterinary Care
Daniel Wilcox -
Head of Customer Experience,
Dutch
Customers now demand excellence; with access to retailers like Amazon, promoting fast, free and innovative experiences, individuals expect this level of service across the board. However, customers also simultaneously desire highly empathetic, tailored and individual support.
While these two concepts may at times conflict, speaker Daniel Wilcox will discuss the importance of pursuing both to deliver exceptional support in 2021. In this session, Daniel will discuss how he and his team at Dutch are working to reinvent the veterinary experience by providing meaningful and personalized telehealth support.
He will also touch on:
- Industry painpoints Dutch is solving to establish better telehealth experiences
- Proactive communication and its role in facilitating meaningful customer relationships
- Connecting customers to experts to ensure seamless support
1:30 pm - 2:00 pm
Solving with Simplicity: How to Use Proactive CX to Drive Loyalty, Retention, and Revenue
Justin Cruz -
Director, Customer Success,
Stella Connect by Medallia
Sponsored by: Medallia Agent Connect
2:00 pm - 2:30 pm
How to Leverage High-Quality Interactions in a Digital World
Rajay Lee Jambet -
Head of Customer Experience,
Propel
2:30 pm - 3:00 pm
Improving CX with Jabra Headset Analytics
Vern Fernandez -
Contact Center Excellence Expert,
Jabra
Is your Contact Center looking for that competitive edge to better serve your clients, save money and outperform your competition? Join Vern Fernandez, Contact Center Excellence Expert, as he discusses the modern contact center environment and how headsets are a critical pillar in driving continuous success with customer experience in our on-demand session now. In this session, you will learn about how to push and pull data, to and from a headset, for use cases such as:
• Improving voice data accuracy for better CX and contact center applications such as speech analytics, etc.
• Understanding real-time metrics on agent behavior and noise monitoring for coaching purposes
• Gamification to increase morale and competition for better KPI achievement and CX
• Decreasing mute times from the headset
• Increasing agent availability
Sponsored by: Jabra
