You care about the customer experience. You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our Customer Experience Online Summit (August 1-3, 2017) will answer that question.
Driven by exclusive market research and guided by established industry practitioners and thought leaders, CX Online will assess the gap between the experience customers want and the experience businesses are providing (or trying to provide).
We'll then turn our attention to closing this gap. Our sessions will reveal strategies for more precisely and meaningfully connecting with customers. Our virtual exhibit hall will meanwhile introduce innovative solutions (backed by research) for turning your customer-centric philosophy into reality.
Spaces are limited; secure your complimentary spot by registering below.
Hosted by Brian Cantor, Principal Analyst for IQPC Customer Management Practice, CX Online will feature keynotes, presentations and/or Q&As with noteworthy thought leaders and executives.
12:00 PM
Gerald Hastie
Global Head of CX – Evernote
Don’t look at omnichannel as something you’re forced to adopt. View it from an intelligent, business- and customer-centric perspective. Why are customers really going to certain channels? What core expectations do they have – and how can you address them? Which channels best serve business objectives? Gerald Hastie of Evernote, a digital age business with an omnichannel approach to engagement, will help answer these questions.
12:30 PM 1:00 PM
Andy Hanselman
CCW Digital Influencer - Think In 3D
Andy Hanselman urges organizations to “Think Dramatically And Demonstrably Different.” In this Q&A session, he will reveal how to adopt that approach – and why doing so will yield an unforgettable customer experience.
1:30 PM
Diane Zilko
Director of Revenue Cycle Operations, CX Leader of Year Finalist - UPMC
You only get once chance to make a first impression. UPMC’s Diane Zilko, a CX leader of the year finalist, will reveal how to make it a good one. She’ll discuss how her CARE+ program allows agents to win customer trust even in the most high-anxiety “moments of truth.”
12:00 PM
Tony Keesee
Director of Customer Care - VPay
It’s all about the human connection in today’s world. That is why VPay, a CCW Award Finalist, brands its agents as “account managers” in addition to “contact center agents.” Instead of simply positioning them as transactional employees who provide scripted support and follow traditional metrics, VPay empowers them to own – and grow – relationships with customers. We’ll explore the approach in this session.
12:30 PM 1:30 PM
Brad Snedeker
Director of Innovation, Calabrio
Adit Moskovitch
Director of Solution Marketing, NICE
The bad news: the customer experience is a struggle for many organizations. The good news: it does not have to be one.
Today’s customers are demanding fast, effortless, personalized interactions that yield resolutions on the first contact. The experiences they receive often fall short on one – if not all – of those tenets.
With the correct combination of technology and strategy, you can fix that problem and deliver the experience customers really want -- consistently, across all channels, throughout the CX journey.
This session will identify – and reveal how to fix – 5 common customer experience challenges.
12:00 PM
Ashish Bisaria
COO & SVP - Fleetcor
Yes, we are witnessing the rise of non-human, non-conversational technology like bots. No, we are not witnessing the fall of personalization. Today’s customers actually expect a more personalized experience with brands. This session will reveal how to create deeper human connections in this increasingly robotic world.
12:30 PM
Jim Thomsen
VP of Customer Care – Sign-Zone
Must a growing business be a less personal one? Jim Thomsen, VP of customer care for the CCW Award-nominated Sign-Zone says absolutely not. Thomsen will reveal how to maintain a personal touch – with both agents and customers – even as workforce and workflow grow dramatically.
01:00 PM 01:30 PM
Lisa Nance
Client Experience Manager - Texas Capital Bank
Great customer experiences are legitimate assets for the business. This session will reveal how a focus on the basics will create a customer experience that is as great for the business as it is for the customer. Lisa Nance will walk through topics like building customer relationships, achieving excellence on a budget and creating the best possible alignment between the CX team and greater business.
