Day 1: Tuesday, October 26th

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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Matt Wujciak

Market Research Analyst
CCW Digital

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Brooke Lynch

Principal Analyst and Deputy Divisional Director
CCW Digital

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



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Michele Carlson

Sr Product Marketing Manager
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

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Daniel Wilcox

Head of Customer Experience
Dutch

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


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Justin Cruz

Director, Customer Success
Stella Connect by Medallia

2:00 pm - 2:30 pm How to Leverage High-Quality Interactions in a Digital World

Rajay Lee Jambet - Head of Customer Experience, Propel
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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



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Vern Fernandez

Contact Center Excellence Expert
Jabra