Keynote Theater 1

11.00 - 11.30

Brian MacLeod - CVS Health

Giving contact center employees the ability to work virtually is easy – keeping them engaged is hard. The good news is with the right vision, lots of intentionality, and a bit of discipline, it’s possible for employees to be even more engaged at home than in the office. In this seminar, Brian will share his successes and best practices for creating an engaging and sustainable virtual culture.

11.45 - 12.15

Sara Joy - AT&T

For Ages, Humans have used the study of patterns to make sense of the world around them. In these times of ever evolving technology and AI/ML how might we leverage patterns in simplifying and creating delightful customer experiences.

12.30 - 13.00

Raluca Monet - Google

According to a recent survey by Google & Accenture, 39% of enterprise contact center agents are expected to be remote in the next 1-2 years and this number is expected to increase to 59% in the near future. Contact centers need to increase their agility by embracing more flexible and secure solutions to provide best-in-class customer service, secure business data, and reduce cognitive load on agents to enable them to be more productive. With a flexible technology architecture, service leaders can focus on their strategy, innovation, and the future without being locked into legacy technology constraints. In this session, learn more about new trends, how to evaluate your technology stack, cloud-first OS platforms, and leading modern contact center solutions that can keep your business on the cutting edge of contact center technology.

13.15 - 13.45

Robert Padron - Arise Virtual Solutions

Racing and CX require well-equipped teams that can handle the bumper-to-bumper care “drivers” require. At a time where finding quality agents has become a critical issue, it’s time to stop spinning your wheels. Hear from renowned brands as they discuss the greatest pit crew -- GigCX. With 14% fewer FTE, delivering 200% intra-day capacity flex and 32% cost savings, learn how GigCX keeps you leading the race line.

14.00 - 14.30

Shivakumar Padmanaban - Genpact

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

14.45 - 15.15

Carlos Guadamuz - Cisco Systems, Inc

Today, customers want the ability to contact a business their way. Some prefer to self-serve over a digital channel like web chat or text – some want the human touch for the moments that really matter. Customers want to be delighted by their experience with you and your brand—not only while interacting with your contact center team, but also before they get there and after they leave. Businesses on the other hand want to orchestrate successful customer journeys to increase customer satisfaction, build brand loyalty, and help drive revenue – all while keeping costs in check. In this session, you’ll get a glimpse into how businesses can deliver contextual, personalized customer engagement via the right channel, using the right resource, to address the right customer need - every time! You’ll also learn about the options Webex has for every business size and complexity - to meet your specific customer engagement and business needs – from a voice-only call center solution for small and medium sized businesses to a full contact center solution with automated digital messaging, virtual agent self-service, and sophisticated human agent and supervisor capabilities. .

14.45 - 15.15

Rohan Sharma - Thermo Fischer Scientific

Rohan Sharma is a seasoned executive with a deep industry network & demonstrated history of managing P/L, Digital Transformation & innovation management, rising through the ranks at the finest Fortune 100 corporations. Rohan has worked at different executive ranks at APPLE, DISNEY. ATT , HONDA & presently Head of Agile transformation & Change Management with ThermoFisher Scientific. He leads all CX, Digital & Agile transformation programs for his group. He is also a frequent speaker at business events, is an angel investor & advised a number of startups on their growth & monetization strategy.

15.30 - 16.00

Colin Taylor - The Taylor Reach Group, Inc.