In this keynote session with Verizon’s Chief Customer Officer, Aparna Khurjekar, we will hear about how Customer Experience is now more important than ever in a COVID environment. Join us as Aparna delivers this must-see keynote on the impetus of digital transformation on customer experience.

• How has COVID irreversibly changed customer experience globally?
• We have all heard that the ‘customer is king’, but how has this crisis changed their expectations and what does this mean for the future of CX?
• Digital Acceleration is here to stay, how has the importance of the Digital Journey transformed how we care for our customers, and what will this look like in the future?

• Discover how & where technology has played a key role in customer care in 2020, and dive into how this translates into an exciting tomorrow for customer care.
• How has the crisis changed consumer behaviour, and what does this mean for the future of customer care?
• The Digital Influence – how has the digital acceleration and transformation, resulting from the current pandemic, influenced customer care strategy?

In almost every instance we are repeatedly told of the importance of an easy experience. And why wouldn’t you want to make your experience easier? But just simplifying an experience isn’t enough to improve customer loyalty – We must do more. In this fireside chat, Jen Zamora, the Senior Director of Customer and Employee Experience for Dow, will discuss her experience at Dow, and how they have discovered that improved outcomes require an emotional connection with customers that extends beyond an easy experience.

• Adapting to a new normal of customer expectation: How to reach out, gather & incorporate customer feedback into your business model, and enact the changes that gives customers what they want
• Engage your customers wherever they are: How to approach and adapt to new channels
• Understanding that customer experience benefits are in truth customer service features. Learn to see them synonymously

This crisis has forced organisations to reimagine what their workforce can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

• How to onboard, train & engage your agents from remote locations
• Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can

2020 has forced organisations to reimagine what a call center can be, and where it can be found. Switching to a remote workforce has presented some serious issues, but has also catalysed a new way of thinking about how your agents can work effectively

• How to onboard, train & engage your agents from remote locations
• Ensure that your agents have the tools they need to be efficient & empowered, in order to provide the best customer service they can
• The need to outsource? Discover how leading organisations are approaching outsourcing, and how you can decide when & where you should outsource in your strategy

• Discover how T-Mobile transitioned a successful in-person, team-based customer care model to become a thriving, work-from-home operation during COVID-19
• How can your customer experience team thrive even in the middle of chaos and uncertainty? It’s simple: Stay focused on the fundamentals of care and connection.
• Learn how to lift up your team and create a supportive environment that invites everyone to bring their true selves to work.

• Discover how Thomson Reuters have implemented a successful ‘Rep Experience Programme’ that allows them to reap the rewards of a motivated & empowered workforce
• Understand the importance of instilling ‘the big picture’ in your agents – This allows your agents to be reflexive to an ever-changing market & customer demands
• Instil an agile culture - TEasterning & implementing changes that are crucial in order to streamline processes, and drive efficiency

With exceptional customer experience being a key differentiator for companies, improving agent experience is essential to a brand’s success. Today, many companies are turning to Conversational AI applications, such as virtual assistants to automate tasks and offer the opportunity for customers to self-service. Doing so not only improves customer experience, but also removes many common pain points from the agent experience equation. The result is a happier, more motivated worker who upholds your brand integrity, along with reduced attrition rates and operating costs. Join us for this session where we will cover topics including: -How Conversational AI applications can alleviate common agent pain points -Ways virtual agents and live agents can work better together to increase productivity and ensure a consistent customer experience -Best practices for getting your agents on board with AI automation

• What is it? An approach to organizational change that assesses economics alongside human factors vs. viewing them as independent topics.
• Why is it important? The workplace has evolved into more than just work. Employees are seeking a fulfilling, rewarding experience in the space where they spend a significant amount of life. Organizations have an opportunity to consider the holistic experience in new and different ways and in turn be able to capitalize on human potential.

As consumers’ demands for digital experiences & real time support increases, social media practitioners have a unique opportunity to engage customers with personalized messaging and great customer service.  The importance of a dynamic social media strategy should not be overlooked, and this session will provide the following insights that will supercharge your social media support:

• Learn how to optimize your presence across all social channels in order to boost ROI through efficient, cost effective customer care
• Fully embed social media into your digital toolkit and embrace personalization, advertising optimization and AI.
• Ensure every interaction with customers is meaningful & timely in order to nurture brand loyalty & deliver a robust customer experience

• How do you empower and embed change & new processes into your organisation that will allow you to put customer experience & service at the core of your offering?
• Discover the internal processes & change management capabilities that a leading industry visionary places at the core of her organisation

• Faster: Understand the importance of adding infrastructure to debottle-neck your business and promote speed & agility.
• Stronger: Discover how accelerating digitalisation, leveraging data & connecting your frontline can help your business launch itself into the future of customer care.
• Better: Customer Experience starts from within - Your employee health & safety is a crucial consideration when building plans to be a better company.
• Discover how the above can provide the basis for an omnichannel commercial strategy – Learn how Michael Del Pozzo has instilled an ‘always everywhere’ approach in Frito-Lay NA.

Phenomenal CX is one of the few remaining ways to stay competitive and keep your business afloat. Today’s “NOW Customer” is always ON—through chat, messaging, email and social media. Anything short of meeting the NOW Customer where they are amounts to customer neglect... and millions of dollars in missed revenue.

Tune in as Simplr’s CMO, Daniel Rodriguez, reveals challenges and dangers that are emerging for CX professionals, and how to prevent and correct customer neglect so you can steer your company’s CX in the right direction.

SugarCRM's VP of Product Marketing, David Campbell, will explain how Sugar's new AI capabilities replaces a fragmented, dated, and distorted picture with one that offers a high definition view of your business and customers, from pipeline to forecasting. SugarCRM is democratizing AI, ushering in a new frontier in CX with its powerful combination of AI, time-aware and data enrichment, to drive business performance and enable predictability for companies of all sizes.

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Supercharge your workforce with the perfect blend of AI, machine learning, and automation

• Update your contact center ability with natural language processing, speech analytics, sentiment analysis and more
• Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction
• Provide premium & enhanced personalized experiences to every customer by blending technology & human

• Understand the values that drive a great support team and cultivate this philosophy in your business – Nurture, Engage & Drive your employees to help customers.
• Listen, Probe & Deliver: Discover what your customers truly desire, and build this into your strategy to make customers feel valued & appreciated at scale
• Understand how and when to employ automation & technology in your CS strategy but ensure they don’t take precedence over delivering great CX.

• Seamlessly blend humans and automation to scale your customer experience operation
• Harness the power of bots & AI without impacting customer care
• Deliver commerce through care with unique data-driven intelligent messaging

Adopting new technology comes with risk and rewards. In this presentation, you'll hear two case studies in the use of RPS and AO - one successful, one... less successful - and the lessons you can take away from each, such as:

• What is the difference between AI and RPA?
• How do you decide if a new technology solution is right for you?
• How can you best track and understand the impact of new technology?
• When do you determine that technology just isn't working for you?

• Understand the importance of the 'Voice of the customer' as a key driver for services delivery strategy and actions
• Learn to leverage technology in order to analyze, summarize and act on customer feedback across channels, geographies, customer segments, etc.
• Discover why an omnichannel experience is pivotal to successfully listen to customer feedback and voices

• Learn how enterprise customers can optimize care team performance through asynchronous social and messaging channels.
• best-practices for effective workforce planning — comparing traditional metrics, and team performance to an asynchronous context.

• Learn how to build the necessary tools to capture enough customer feedback, and incorporate this back into an effective strategy
• Recognize the importance of a global story, and ensure a consistent approach in Voice of the Customer usage
• Discover how VoC feedback and effective strategy can be scaled up to success on an international level

• Discover how to plan & continue to plan for the future in this volatile environment – Add some anecdotal explanation here from Marlene
• Post-pandemic business recovery for contact centres: How to build agility into your future customer service strategy
• A Fluid Global Presence – Outsourcing to the cloud & utilising cloud tech to deliver services