Keynote Theater 1
The KeyNote Theaters at The Call & Contact Center Expo are at the heart of the event. With the Keynote Speaker topics being tailored by industry leaders at the forefront of customer experience and support, all visitors who attend a Keynote Seminar will expect to discover some of the latest trends, insights, and expertise in their profession.
Expect to see plenty of visitor recordings and selfies, online press and blogger coverage, as well as numerous photos, announcements and posts regarding the Keynote Theater lineup.

- Wednesday
- Thursday
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11.00 - 11.30
Brian MacLeod - CVS Health
Contact Center Employee Engagement in a Virtual World
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
Simplifying the Complexity to improve Customer Experience
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
Fueling Great Customer Service Through Agile, Modern Contact Center Solutions and ChromeOS
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
Start Your GigCX Engines: The Ultimate Pit Crew for High CX Performance
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
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
Connect Digital to Human Journeys for the Best Customer Experiences
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
How CXO’s can Deliver Better Business Outcomes by Blending Human Centric Design & Generative AI
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.
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11.00 - 11.30
Cassidy Klundt - Foundever
Enhancing CX in Post-Pandemic World
What's important to customers today? How do you assess it within different industries (using client examples), and what does great look like?
11.45 - 12.15
Amir Hameed - RingCentral
Beyond Bots - Doing so much more with AI in the Contact Center
We have transcended way beyond bots in contact centers. Where is the future of AI? How can AI help us do more with less while balancing greater experience? How will AI transform customer experience and agent productivity? Drive insights on operations and deeper customer sentiments? Join RingCentral as we talk through how AI can be embedded in every part of your customer journey to deliver transformative results.
12.30 - 13.00
Amas Tenumah - BXG
The Obituary of the Call Center
Half of all phone calls are now robocalls, digital channels are growing and the telephone channel is declining. Does this mean we do not need call centers? Does this mean voice is dead? We are in the midst of a sea change & understanding what this means for your contact center will help you stay ahead of the pack.
13.15 - 13.45
Robert Padron - Arise Virtual Solutions
Start Your GigCX Engines: The Ultimate Pit Crew for High CX Performance
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
Adi Agashe & Neel Mehta - Microsoft & Google
Using AI to put customer support on autopilot and get 8x faster
Come hear about the latest developments in customer support AI tech from 3-time #1 bestselling authors & product managers from the world’s top AI companies, Microsoft and Google! This presentation will walk through case studies of how businesses are integrating AI tools in their customer support flows to get 8x faster and derive key insights to boost customer retention. It will also feature groundbreaking forward looking predictions of what’s to come next in the world of AI-powered customer support!
15.30 - 16.00
Clay Heinz - TTEC
Optimize Your CX With a Relevant Wage and Labor Strategy
Happy employees drive happy interactions. Attracting top talent and retaining the ''magic makers'' demands a relevant wage and labor strategy Learn about how current market conditions are impacting the CX industry, the risk of ''getting it wrong'' and proven strategies to quickly respond.
More speakers to be announced..
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- Wednesday
- Thursday