Tuesday, February 13, 2024
10:00-10:45am
Tuesday - 2/13/24
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Future of CX (209A)
CX technology budgets are higher than ever, and delivering stellar customer service is top priority. To stay competitive, you need to engage in true, transformational projects that will move your business metrics in the right direction. Metrigy has conducted extensive research on the types of projects that generate the most success. Should you implement chatbots, improve WEM, add and integrate interaction channels, push hard on generative AI, focus more on agent assist? The possibilities are endless, but we will give you research-backed guidance on where you should focus with your next CX transformation initiative during this must-attend session.
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11:00-12:00pm
Tuesday - 2/13/24
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Future of CX (209A)
During this session, we'll interview experts who have hard data on the ROI companies are seeing with their solutions. Learn how much time agents can save, how much cost reduction you can expect, and how much more revenue you can generate through the use of AI, and through automating manual functions.
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2:05-2:45pm
Tuesday - 2/13/24
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Future of CX (209A)
The goal of any contact center should be to deliver measurable value for a company, be that in revenue, profit, cost cutting, and/or customer satisfaction. What’s achievable often will depend on the underlying architecture and how the contact center integrates with other business platforms, from AI development to CRM, unified communications, and beyond. In this session, discover what the latest Metrigy research shows on contact center architectural choices and platform integration, and get guidance from leading industry experts.
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3:00-3:45pm
Tuesday - 2/13/24
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Future of CX (209A)
Artificial Intelligence is all the buzz—and as it continues to grow in number of offerings, it also grows in complexity. Most CX leaders aren’t sure whether generative AI, conversational AI, agent assist, sentiment analysis, or some other form of AI is the best solution for their problem or opportunity. This session will examine AI for CX use cases, ROI, adoption rates, concerns, pitfalls, and plans—based on brand new research from Metrigy. We'll explain AI options available for common problems and opportunities in a way that is easy to understand. We'll also show how AI is affecting revenue, costs, agent efficiency, and customer satisfaction from companies that already use the technology.
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4:00-4:45pm
Tuesday - 2/13/24
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Future of CX (209A)
Let’s face it: AI is complex, and the solutions for CX often seem overlapping and similar to one another. Yet, every provider of AI solutions for CX claims to have a unique offering or approach to the technology. For this session, we have assembled some of the world’s top CX providers to help clear some of this confusion. They'll describe their approach to AI, who they serve, and how they’re different from other solutions available. The audience will have an opportunity to ask these experts general questions about AI to demystify the confusion that exists about the technology and how it improves customer experience.
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Wednesday, February 14, 2024
9:00-9:45am
Wednesday - 2/14/24
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Future of CX (209A)
Join this incredibly informative fireside chat with Henry Svendblad, President and CTO of Company Nurse, powered by Lintelio. Henry will provide real-world details about how AI, analytics, and automation have drastically improved his company’s business metrics, including customer satisfaction, operational costs, and revenue. Henry will discuss what led him to start using AI, and what results he has seen (with detailed metrics). You’ll learn how he sold his strategy to other leaders in the company, which providers have been key to his success, and what his plans are to further leverage these advanced technologies.
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10:00-10:45am
Wednesday - 2/14/24
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Future of CX (209A)
With increasing support for different types of digital channels, today’s contact center agents must be more adept than ever. They must also be more highly skilled, capable of handling complex customer service issues not addressable via self-service. Agents who aren’t prepared for the new CX reality will be dissatisfied, inefficient, and unproductive, which in turn will negatively impact customer experience. Here’s a look at how successful companies are using the latest technologies, including generative AI and next-generation workforce optimization tools, to deliver stellar agent experiences.
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11:00-11:45am
Wednesday - 2/14/24
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Future of CX (209A)
In today’s rapidly evolving business landscape, Workforce Management (WFM) is still a critical yet underrepresented component in shaping Customer Experience (CX) strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.
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12:30-12:55pm
Wednesday - 2/14/24
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1:00-1:25pm
Wednesday - 2/14/24
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Thursday, February 15, 2024
8:15-9:00am
Thursday - 2/15/24
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Future of CX (209A)
As companies look to extend self-service opportunities to customers or empower agents with AI assistance, generative included, they must first get their data in order. This means breaking down data silos and creating a unified data layer enabling delivery of consistently accurate and contextually relevant information across all interactions. In this session, get expert advice on how to manage knowledge in the modern CX era.
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1:00-1:45pm
Thursday - 2/15/24
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Future of CX (209A)
Communications Platform-as-a-Service (CPaaS) adoption is growing as companies increasingly tap into an API-based approach to elevate the customer experience they deliver. Successful companies effectively use CPaaS to improve key business metrics, including customer satisfaction and revenue growth. In this session, we’ll explore how enterprises are moving beyond the basics of SMS, click-to-call, and webchat to leverage advanced CPaaS capabilities such as workflow automation and analytics to deliver even greater business benefit.
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2:00-2:45pm
Thursday - 2/15/24
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Future of CX (209A)
In today’s rapidly evolving business landscape, Workforce Management (WFM) is still a critical yet underrepresented component in shaping Customer Experience (CX) strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.
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