Category Archives: Reception

Opening Keynote – Speeding to Success: Quantifying the Customer Experience

Welcome & Opening Keynote – Monday 24 April 
08:45 – 09:45

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Presented by: Gerry McGovern

Keynote Lunch: How Chatbots Are Ushering in the Era of the Digital Employee

Track A: Science of Sales – Monday 24 April 
12:15 – 13:15

Imagine if you could hire someone who learns quickly. Someone who is always available, doesn’t require overtime pay, and will never ask for a wage increase. Someone who could help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.

Presented by: Joe Gagnon

Grand Opening Reception in the Customer Solutions Expo

Grand Opening Reception – Monday 24 April 
17:00 – 19:00

Join your peers as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks. Open to all conference attendees including Discovery Pass and Exhibits-Only pass holders.

Keynote: Customer Engagement: Business Imperative

Keynote – Tuesday 25 April 
09:00 – 10:00

Customer engagement has been one of the top-of-mind initiatives at companies large and small for the last 3 years. Yet doing it right still remains something of a mystery to many institutions. Who is doing it right? What is “right” when it comes to doing it? Paul Greenberg outlines what it is, how it works, what to be thinking about, and who is doing it well.

Presented by: Paul Greenberg

Keynote Lunch – From IVR to IoT: Digital Transformation in the Real World

Track A: Creating Sustainable Growth – Tuesday 25 April 
12:45 – 13:45

Does it seem like all the businesses around you are hurtling toward digital transformation at warp speed, while you’re still trying to figure out where to begin? Don’t worry; you’re not alone! This presentation provided fresh insights into a more holistic (and more human) approach to digital transformation—an approach that has the potential to change your customers’ lives, not just your technologies.

Presented by: Allyson Boudousquie