Keynote Theater 1

10.15 - 10.45

Nuri Gocay - Webex by Cisco

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

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

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

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

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

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

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

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.