Call and Contact Center Expo USA

All Speakers

Keynote
Speakers

Adi Agashe & Neel Mehta

Microsoft & Google

Using AI to put customer support on autopilot and get 8x faster

Sara Joy

AT&T

Simplifying the Complexity to improve Customer Experience

Brian MacLeod

CVS Health

Contact Center Employee Engagement in a Virtual World

Clay Heinz

TTEC

Optimize Your CX With a Relevant Wage and Labor Strategy

Amir Hameed

RingCentral

Beyond Bots - Doing so much more with AI in the Contact Center

Shivakumar Padmanaban

Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

Cassidy Klundt

Foundever

Enhancing CX in Post-Pandemic World

Amas Tenumah

BXG

The Obituary of the Call Center

Colin Taylor

The Taylor Reach Group, Inc.

Hope is Not a Strategy

Mandar Joshi

Google

Modern, Cloud-First Customer Experiences Delivered by ChromeOS

Carlos Guadamuz

Cisco Systems, Inc

Connect Digital to Human Journeys for the Best Customer Experiences

Chandra Khatri

Got It AI

ELMAR: Custom, Hallucination-free, On-premise Enterprise Large Language Models with guardrails

Myles Madden

Observe.AI

New Report: How Contact Centers Are Responding to Economic Uncertainty

Jeff Fettes

Laivly

Tom Moskal

OP360 on behalf of Krisp

Why AI, Why Now? Discover the Future of Communication for Call Centers with Voice AI

Kate Brouse

NTI (National Telecommuting Institute)

Inclusion: The Not-so-Secret Secret to Success

Brian Zang

Shelf

The Most Important Investment for CX Leaders in 2023

Charles Morgan

Gravity Systems Inc

Economics of IT Workforce Ecosystems

Mr. Raj Tumuluri

Openstream.ai

The State of Conversational AI & Lessons from the Frontlines

Dan Smitley

Call Design

The Machines Have Taken Over – Now What?

Milan Batinich

A.W. Companies

Stop Forcing Square Pegs into Round Holes

Vern Fernandez

Jabra

How Real-Time Actionable Customer Sentiment Can Improve your CX

Peter Voss

Aigo AI

Why Chatbots are just Trained Parrots, without a Brain?

Stanton Smith

Inflow CX

Evaluating CX Technology

Alexa Soto

Consult BPO

Leading with Your Core Values

Beth Ziff

American Customer Care

When a Crisis Hits

David Lewis

Nteraction

The Future is Visual Engagement

Simon Black

Awaken Intelligence Ltd

The Future of Agent Guidance is in Real Time: An Exploration of its Impact, Potential and the Role of AI

Michelle Randall

Playvox

Improving Efficiency in your Support Center

John Orton

Primas Group

Could your best agent be an interactive robot or a CGI VA?

Tariq Alinur

BrainCX (BCX)

Video Chat - The Ultimate Customer Experience

Hans van Dam

Conversation Design Institute

Why Conversation Design is the secret to successful contact center automation.

Ben Taylor

Conversation Design Institute

How training your team in Conversation design will allow you to set your hidden chatbot free and delight your customers with automation

Ben Ayed

Allio AI

Eliminate Missed Calls with A.I.

Christian Timothy Banhans

Multiconnect GmbH

Maximizing Efficiency and Cost Savings with BYOC for US Companies in Germany & EU

Mark Alpern

Cinareo Solutions Inc.

The Hard and Hidden Costs of Attrition in Contact Centers

Jay Prakash Kommu

SmartBots AI

Diego Meneses

Ministry of Foreign Affairs of Guatemala

BPO and CC nearshoring opportunities in Guatemala

Brian Podolak

Vocodia Holdings

Bernoulli’s Principle & Sales

Cathryn Valladares

Nextiva, Inc.

Work Smarter, Not Harder

Alexa Kaltenberg and Jennie Norviel

Rubrica Testing

Happier agents = Happier customers: Assessing communication and empathy before you hire

Jason Ten-Pow

bespokeCX

Transforming Customer Data into Effective Supervisor Direction

Forest Ward

Calldrip

A People-First Approach to Improving Customer Experience and Driving More Sales

Francis Riley

World Connection

PARTERNERSHIP ON THE SEAS - How Margaritaville at the Sea emerged from the pandemic.

Jim Payne

Dialpad

Redefining Customer Engagement with AI

Tracey Nyholt

TechJutsu

Making the Call Center Experience Frustration Free

Stephen Baer

ELB Learning

Level-Up Your Call-Center Customer Service Training with Gamification

Jason Byrne

NetSapien

Contact Centers Reimagined: Revolutionize the Customer Experience

Tim Pabich

Magnitech

Hacking The Hacker Using Modern Technology

Donald Klindt

Pentamix Security

Modernization of Data Protection for the Remote Work Force

Jonathan Jackson

TotalCX

Understanding the CX Mindset

Kevin Hayden

Thrio, Inc

Frictionless CX Digital Journeys

Kenida Lewis

The Adinek (Talent) Group

Attracting, Retaining & Winning with Talent

Jennifer McTurk

World Connection

Combining crossfunctional teams to build outstanding Customer Happiness

Sabrina Baksh & EJ Bowen

Upstream Works Software & OmniLegion Technologies

Elevate the Agent Experience with AI and Automation

Eric Engbers

Signalmash

Understanding the Changing Messaging (SMS) Landscape in the US

Erik Walton

Kore.ai

AI-Native Contact Center: Revolutionizing Customer Service with Conversational AI

Gregory Whiteside

HumanFirst

Call analytics: from keyword-search to natural language understanding (NLU)

Jorge Oros

Call Center Servcies International (CCSI)

Strategic Advantages of Nearshoring

Fanny Heneine

Afiniti

How AI is making moments of human connection more valuable

Marc Bernstein

Balto

Optimized for Excellent Conversations: Reshaping Today & Tomorrow's Contact Center

Barbara Dondiego

AVOXI

What are your calls telling you? Insights from millions of global conversations.

Angela M. Jenkins

Spectrum Partners, LLC

IT Modernization Secure Service Models and Framework – People, Processes and Technologies

Seth Preus

Mivation

Motivational Judo

Dawid Wójcicki

Vee S.A.

Single Vee AI handles phone conversations better and cheaper than thousand live agents

Heather Turbeville

UJET

Remote and hybrid work is still a thing? Yes!

Patrick Reetz

LinkLive

Using Ai and Automation to Enable the Right Care Setting for the Patient, in the Hospital or in the Home

Ronnie Allen

Contact Center Compliance

CallerID Spam Remediation | Why Swapping Numbers is an Outdated Strategy

Naveed Patel

Scalepex

Nearshore Contact Center - Value & Benefits

David Shapiro

Premier BPO

How To Maximize Your Partner Relationship - Co-Sourcing vs Outsourcing

Uwe Kreuter

CCT Solutions

Multi-Experience Simplified

Bill Schwaab

boost.ai

From IVR to IVA: Transforming Your Contact Center for the Future

Suzanne Kirkendall

BVA Nudge Consulting

Using Behavioral Science to Enhance Call Center Performance

Ofer Ronen

Tomato.ai

Review of Generative AI Use Cases in the Contact Center

Mike Hensgen

S-NET Communications, Inc.

Efficiencies & Experiences: Enhancing Your Customer Service Interactions

Katy Crighton & Rick Zayas

Harte Hanks & COPC Inc.

Investing in Team Leaders for Employee Retention and Satisfaction

Alex Ball

Infobip

From First Contact to Loyalty: Delivering a Conversational Customer Experience

Don Klindt

Pentamix Security

Modernization of Data Protection for the Remote Work Force

Jaime Scott

EvaluAgent

Stop Playing With Quality; Use Auto-QA to Get it Right

Wil Seiler

Securadin

Demystifying Call-Center Risk and Compliance

Kevin Terrell

Birch AI

Reducing average handle time up to 35%

Kim Fassetta

Shokz

Why Contact Centers Need Bone Conduction Technology

Raluca Monet

Google

Fueling Great Customer Service Through Agile, Modern Contact Center Solutions and ChromeOS

Aaron Fischer

OP360

“Things We Think & Do Not Say: Taking the Stigma out of BPO”

Robert Padron

Arise Virtual Solutions

Start Your GigCX Engines: The Ultimate Pit Crew for High CX Performance

Heidi Solomon-Orlick

Arise Virtual Solutions

The Power of Women in CX

Pieter Luitjens

Private AI

Navigating ChatGPT’s Privacy Concerns: What You Should Know

Casey Denby & Abhi Jain

Zenarate & Startek

AI Simulation Training is the Future of Contact Center Training

Chris Stalnaker

First Orion

Better Engagements, Happier Agents: How Branded Calling Creates the Total Experience

Sujith Ravi

SliceX AI

Powering the Future of Customer Experience with Generative AI

Alexander Carter

Numeracle

How to Define, Implement and Measure ROI of Branded Communications

Samantha Hofer

Numeracle

SPAM: An American Meat Icon or the Way Your Calls Are Being Labeled Right Now

Caleb Hymel

Numeracle

SPAM: An American Meat Icon or the Way Your Calls Are Being Labeled Right Now

Sarah Delphey

Numeracle

Identity: The Key to Owning Your Brand Reputation and Caller Identity

Frank Pettinato

Avantive Solutions

Best Practices for Dialing Strategies, Contact Strategy, Campaign Success

Michael J. Tamer

Proponisi

At Home or At Work: Your Frontline- Put First Things First

Rohan Sharma

Thermo Fischer Scientific

How CXO’s can Deliver Better Business Outcomes by Blending Human Centric Design & Generative AI

David Chu

Got It AI

Key Challenges To Enterprise LLM adoption

Adi Agashe & Neel Mehta

Microsoft & Google

Using AI to put customer support on autopilot and get 8x faster

Sara Joy

AT&T

Simplifying the Complexity to improve Customer Experience

Brian MacLeod

CVS Health

Contact Center Employee Engagement in a Virtual World

Clay Heinz

TTEC

Optimize Your CX With a Relevant Wage and Labor Strategy

Amir Hameed

RingCentral

Beyond Bots - Doing so much more with AI in the Contact Center

Shivakumar Padmanaban

Genpact

Defining the CX expectations with current Industry trends, 6 Ps for a successful CX transformation in Customer Care and case studies

Cassidy Klundt

Foundever

Enhancing CX in Post-Pandemic World

Amas Tenumah

BXG

The Obituary of the Call Center

Colin Taylor

The Taylor Reach Group, Inc.

Hope is Not a Strategy

Mandar Joshi

Google

Modern, Cloud-First Customer Experiences Delivered by ChromeOS

Chandra Khatri

Got It AI

ELMAR: Custom, Hallucination-free, On-premise Enterprise Large Language Models with guardrails

Myles Madden

Observe.AI

New Report: How Contact Centers Are Responding to Economic Uncertainty

Jeff Fettes

Laivly

Tom Moskal

OP360 on behalf of Krisp

Why AI, Why Now? Discover the Future of Communication for Call Centers with Voice AI

Kate Brouse

NTI (National Telecommuting Institute)

Inclusion: The Not-so-Secret Secret to Success

Brian Zang

Shelf

The Most Important Investment for CX Leaders in 2023

Vern Fernandez

Jabra

How Real-Time Actionable Customer Sentiment Can Improve your CX

Fanny Heneine

Afiniti

How AI is making moments of human connection more valuable

Marc Bernstein

Balto

Optimized for Excellent Conversations: Reshaping Today & Tomorrow's Contact Center

Kim Fassetta

Shokz

Why Contact Centers Need Bone Conduction Technology

Raluca Monet

Google

Fueling Great Customer Service Through Agile, Modern Contact Center Solutions and ChromeOS

Aaron Fischer

OP360

“Things We Think & Do Not Say: Taking the Stigma out of BPO”

Robert Padron

Arise Virtual Solutions

Start Your GigCX Engines: The Ultimate Pit Crew for High CX Performance

Sujith Ravi

SliceX AI

Powering the Future of Customer Experience with Generative AI

Rohan Sharma

Thermo Fischer Scientific

How CXO’s can Deliver Better Business Outcomes by Blending Human Centric Design & Generative AI