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.
About the Sponsor:
Balance Staffing has been providing professional staffing and workforce solutions to companies like yours for 25 years. We will recruit, screen, and interview leading candidates for you, presenting you with only the most highly qualified talent. At Balance Staffing, our client relationships are our top priority. That’s why we offer dedicated Account Managers who are industry experts. They will partner with you to ensure that your unique staffing needs are understood and met while providing you with personalized service throughout the entire onboarding process.

- Wednesday
- Thursday
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10.15 - 10.45
Nuri Gocay - Webex by Cisco
Power your digital transformation with Webex
Changes in the way customers interact have transformed the role of the contact center. Customer expectations aside, fragmented implementations of omnichannel and siloed technology strategies have created disjointed and frustrating experiences for customers and businesses alike. Add rampant wage inflation and the great resignation, and you’re actually paying more for delivering a poorer customer experience. For many years, we have aspired to have world-class contact centers, but do customers want that anymore? What do customers really want? Come hear from Nuri Gocay, Cisco’s Chief CX Evangelist, as he describes the new role of contact centers in a larger digital strategy, and how proactive digital customer engagement can provide better outcomes for both you and your customers.
11.00 - 11.30
Kentis Gopalla - Zoom
Reimagining the Customer Experience with Zoom
Today, communication from organizations to their end customers occurs in silos. Businesses need more effective interaction with customers across unified communications, customer care, and outbound campaigns at scale. Join us to discover how Zoom can help bring together the best of internal and external communication and collaboration, and enable businesses to interact with end customers across the customer journey, from acquisition to support.
11.45 - 12.15
Matthew Clare - Google Chrome Enterprises
Fueling great customer service through agile, modern contact center solutions and Chrome OS
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.
12.30 - 13.00
Neel Mehta - Author - Swipe to Unlock | Product Manager - Google
Business Strategy for Product Builders: Market Entry Strategies & Predictions
As Product Builders, we have an innate desire to build great products. However, to be a truly great PM, you must be able to take a step back and evaluate when and how to best enter a market (if at all). The first question you should always ask is why should we do this rather than jumping straight to how we do this. Without a clear strategy, your company will cease to exist.
13.15 - 13.45
Jiquanda Nelson - PACE
Ally to Action: Unlocking Innovation through Diversity and Inclusion
Diversity and Inclusion has long been a topic about race, gender, and other demographics while organizations focus on diversifying. Despite the years of research on how diverse organizations make for better businesses, we're still not getting it right. Imagine how powerful our teams can be if we tapped into the highest potential of our people by creating space for them to be their best. Join this session as Jiquanda covers ways to use Diversity and Inclusion as a differentiator for employees, leaders, and those we serve.
14.00 - 14.30
Michael Loeb and Michael Puccinelli - Loeb Enterprises and SingleComm
The Magic of Customer Engagement: How to Delight and Surprise Every Time
SingleComm CEO Michael Puccinelli and famed entrepreneur and private venture investor Michael Loeb discuss the magic of customer engagement. In this session, attendees will learn techniques for turning negative interactions into magic moments, the formula for delighting and surprising customers, and how to set up customer service to not just win customers but wow them. Customer engagement is magic at work, and these industry experts will help businesses deliver show-stopping performance time and again.
14.45 - 15.15
Analisa Dominic - CMO & VP of Marketing - Opengear
The Power of Partnerships
Organizations looking to increase customer retention and satisfaction are placing a sharp focus on their contact centers, recognizing that service agents are on the frontlines of engagement. With today’s customers expecting companies to go above and beyond in order to address a wide range of customer challenges, partnerships have become truly invaluable. Learn how working together and leveraging the strengths and capabilities of members of your ecosystem can benefit everyone—businesses, employees and customers alike.
15.30 - 16.00
Raj Tumuluri - Openstream.ai
Bridging the Knowledge Gap
The next leap in contact center evolution is to engage users through Intelligent Virtual Assistants that go beyond call routing and transfer-to-agent; They actually surface knowledge and information from secure enterprise content repositories and provide hyper-personalized service to customers seeking assistance. This talk focuses on bridging that knowledge gap using Knowledge Graphs and Conversational AI.
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10.15 - 10.45
Raj Tumuluri - Openstream.ai
Bridging the Knowledge Gap
The next leap in contact center evolution is to engage users through Intelligent Virtual Assistants that go beyond call routing and transfer-to-agent; They actually surface knowledge and information from secure enterprise content repositories and provide hyper-personalized service to customers seeking assistance. This talk focuses on bridging that knowledge gap using Knowledge Graphs and Conversational AI.
11.00 - 11.30
Josh Stanley - Zoom
Planning for Successful Customer Engagement Solution with Zoom
Delivering a premium customer experience starts with a solution that can help you meet and engage customers in all the ways they demand. Adding or migrating customer engagement services to the cloud is a significant investment in time and resources for any business. Join us as we walk through key considerations in the planning phase to ensure a successful deployment with Zoom.
11.45 - 12.15
Josh Varela - Ring Central
The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet
What agents want? Knowing that answer and enabling great agent experiences is your best chance to deliver effortless customer experiences. Covid and great resignation has shifted the power from employers to employees and priorities from consumers to consumer-employee. Millions of contact center agents showed up from their homes and mobile phones to support customers and companies in times of need and stress. Obsessively focussing on monitoring and driving agents to hit performance metrics alone will not help you win and keep both agents and customers. 2022 is the year to super charge these frontline experience makers by making their work easier to make our lives better. Attend this session to learn how agent needs are changing, how more human approach and smart technology can help create happy and high performing agents. Use the best practices from this session to make your agents successful, satisfy your customers and achieve your business ambitions.
13.15 - 13.45
Brennan Lodge - Head of Data Science - Goldman Sachs
Home Grown Machine Learning
Brennan will discuss how to build a machine learning program within an organization with a focus on cyber security.
14.00 - 14.30
Ken Arakelian - ENACOMM
The Magic of Conversational Banking
Believe it or not, phones are still consumers’ support channel of choice, according to Call Centre Helper research. In fact, the voice channel supports 68% of all service interactions. Next-generation voice solutions including conversational voice banking are highly valuable to the customer experience today and will play an indispensable role in the world of widespread conversational engagement now being shaped by Silicon Valley’s tech giants.
14.45 - 15.15
Jeff Fettes - Laivly
The Evolution of Real-Time Digital QA
QA is evolving in the Call Center due to the power of attended AI. Traditionally, QA is done in arrears with coaching used to improve agent performance over time. Learn how with next-gen agent assist tools, technology can be used to provide proactive QA and real-time AI oversight to catch mistakes before they happen. It allows managers to put guardrails on the most important interactions, preventing high-cost human errors proactively, adding new AI-driven real-time controls and guidance across your tech stack. Join Laivly CEO Jeff Fettes as he discusses how this new technology can add digital oversight in a work-from-home environment, provide new layers of brand protection, dramatically improve speed-to-production, ramp, training, and turnover all while improving QA metrics across your program.
15.30 - 16.00
Christian Eberle - Senior CX Consultant - Gladly
Service is the New Storefront
Your contact center plays a pivotal role in delivering great experiences that keep your customers coming back to you time and again! There are a slew of books, blogs, and podcasts dedicated to transforming salespeople into revenue-minded employees. However, the most genuine sources of revenue and boosts in brand loyalty are created through radically personalized customer service. In this session, Christian Eberle will show you how to utilize simple strategies to improve your customers' love for your business while also producing concrete revenue gains from your contact center.
More speakers to be announced..
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- Wednesday
- Thursday