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Las Vegas Convention Center

April 24th & 25th 2024

Apr 24 & 25 / 2024

LVCC, Las Vegas

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.

  • Wednesday
  • Thursday
    • Aditya Kejriwal: Speaking in the Keynote Theater 1

      11.00 - 11.30

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      11.00 - 11.30

      Aditya Kejriwal - Cardinal Health

      Managing Customer Experience in Healthcare

      Healthcare products are becoming commoditized, and a growing focus on Customer Experience is expected by customers.


      Astha Purohit: Speaking in the Keynote Theater 1

      11.45 - 12.15

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      11.45 - 12.15

      Astha Purohit - Walmart

      Mastering AI in Customer Service: Building a Future of Enhanced Customer Interaction and Support

      In an era where customer expectations are at an all-time high, the integration of Artificial Intelligence (AI) into customer service isn’t just an innovation, it’s a necessity. "Mastering AI in Customer Service: Building a Future of Enhanced Customer Interaction and Support" delves into the transformative power of AI in revolutionizing customer experiences, particularly in the retail sector. This talk will explore the critical facets of AI-driven customer service, from its current state to future possibilities. We will begin by examining the impact of AI on retail customer service, navigate the roadmap to AI integration in customer service along with a strategic framework for incorporating AI technologies, covering essential topics such as choosing the right AI tools, training staff, and seamlessly blending AI with human touch-points.


      Paola Cavallero: Speaking in the Keynote Theater 1

      12.15 - 12.45

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      12.15 - 12.45

      Paola Cavallero - Smile CX

      Solving the Dilemma: Tech Driven Interactions for Efficiency on Human Governance?

      In the era of cutting-edge technology, the dilemma is clear: Should businesses move towards tech driven interactions, sacrificing the human touch for efficiency, or is there a way to strike the perfect balance? Learn how technology and humans can work together with a key objective: increase CX.


      Dennis Wakabayashi: Speaking in the Keynote Theater 1

      13.15 - 13.45

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      13.15 - 13.45

      Dennis Wakabayashi - Global Voice of CX

      The United World of Empathy, Innovation and Customer Experience

      In this keynote, Dennis Wakabayashi, the Global Voice of CX, takes us on a journey from the frontlines of customer service in Africa to the forefront of CX innovation at Expo City Dubai. Together we’ll explore universal human values that underpin exceptional customer experiences across worldwide cultures highlighting the power of empathy, innovation, and strategic insight in shaping the future of CX.


      Kamala Manju Kesavan: Speaking in the Keynote Theater 1

      14.00 - 14.30

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      14.00 - 14.30

      Kamala Manju Kesavan - Visa

      A Journey of Customer-Centric Digital Transformation with Cloud and AI Integration

      Digital transformation in software development, coupled with cloud computing and artificial intelligence (AI), brings a synergistic approach to integrating customer feedback. Cloud platforms offer scalable and collaborative environments, enabling efficient feedback collection and dissemination. AI-powered analytics processes this feedback, extracting actionable insights. This dynamic interaction loop, fueled by cloud and AI technologies, enhances adaptability, accelerates development cycles, and ensures that customer experiences are not only heard but profoundly influence the evolution of digital solutions.


      Erica Dorosin: Speaking in the Keynote Theater 1

      14.45 - 15.15

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      14.45 - 15.15

      Erica Dorosin - Arise

      The Future of CX: From Experience to Customer Elevation

      Want to know how Spacely’s Space Sprokets keeps its customers happy? The future as William Hanna envisioned in “The Jetsons” is already here with video calls, robotic vacuums, and tablet computers already in use. The future of CX is also here, with GigCX, GenAI, and more. Learn more about these innovations and how you can employ them with ease and cost efficiency to overcome today’s contact center challenges.