Sponsored by

Las Vegas Convention Center

April 24th & 25th 2024

10AM - 4PM WED/THUR

Apr 24 & 25 / 2024

LVCC, Las Vegas

Keynote Theater 2

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
    • Chandra Khatri: Speaking in the Keynote Theater 2

      11.00 - 11.30

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      11.00 - 11.30

      Chandra Khatri - Got It AI

      ELMAR: Custom, Hallucination-free, On-premise Enterprise Large Language Models with guardrails

      Got It AI has built the world''''s first Autonomous Virtual Agent or Contact Center automation technology. Got It AI’s game-changing technology utilizes autonomous no code conversational AI to deliver automation in hours and not months. Got It AI provides a complete solution that automatically designs your virtual agent by learning from real historical conversations. Automated maintenance and optimization reduces costs and delights customers quickly. Start your CX Automation journey with seat-based AutoDiscovery Engine and AutoFlows. Visualize your virtual agent and get upfront containment estimates to get buy-in for your automation strategy. Deploy your solution with AutoMation Manager and see how much you can further increase containment with AutoLearn.


      Jeff Fettes: Speaking in the Keynote Theater 2

      11.45 - 12.15

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      11.45 - 12.15

      Jeff Fettes - Laivly

      Powered by ChatGPT: Real-World Lessons on Leveling Up Your Contact Center with Generative AI

      Everyone has heard of ChatGPT but how can we use it in customer care today? This session will explore the use of generative AI for customer experience in contact centers, with a focus on real-world client examples. We will discuss how generative AI can help contact centers improve their important metrics such as customer satisfaction, efficiency, and cost reduction. (P.S. this abstract was written by AI)


      Myles Madden: Speaking in the Keynote Theater 2

      12.30 - 13.00

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      12.30 - 13.00

      Myles Madden - Observe.AI

      New Report: How Contact Centers Are Responding to Economic Uncertainty

      Nearly every business took a hit during the economic rollercoaster of 2022—and the contact center industry was no different. We surveyed 300+ contact center leaders and 75% of respondents agreed that economic instability over the past year had impacted their contact center operations. How are leaders responding to the challenges ahead? In this session, we’ll share how contact center leaders are: Responding to economic uncertainty Battling agent turnover Investing in AI and automation Improving operational efficiency


      Kim Fassetta: Speaking in the Keynote Theater 2

      13.15 - 13.45

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      13.15 - 13.45

      Kim Fassetta - Shokz

      Why Contact Centers Need Bone Conduction Technology

      As contact centers evolve to accommodate hybrid and remote work, leadership is looking for ways to increase efficiency and employee happiness. Many are turning to new technologies and outfitting their teams with purpose-built products versatile enough to work in multiple environments. Though bone conduction technology isn’t “new”, its place in contact centers is just beginning. Join us as we discuss the benefits of rethinking the way we work and adopting modern solutions.


      Marc Bernstein: Speaking in the Keynote Theater 2

      14.00 - 14.30

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      14.00 - 14.30

      Marc Bernstein - Balto

      Optimized for Excellent Conversations: Reshaping Today & Tomorrow's Contact Center

      Contact center conversations are evolving as new technologies transform how agents support customers and prospects. With the introduction of GPT-3 and other AI tools, agents have the opportunity to leave repetitive tasks to AI, and instead focus on complex, efficient, and personalized customer experiences. Join Balto CEO & Founder Marc Bernstein to learn how the introduction of GPT-3 will reshape agent workflows, increase contact center efficiency, maximize customer retention and sales.


      Fanny Heneine: Speaking in the Keynote Theater 2

      14.45 - 15.15

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      14.45 - 15.15

      Fanny Heneine - Afiniti

      How AI is making moments of human connection more valuable

      Cost pressures are causing many contact centers to look to automation, but in uncertain times, a great customer experience is often a human experience. Afiniti’s Fanny Heneine will explain how organizations can use AI to harness the power of human connection and solve customers’ problems more effectively — delivering better outcomes for customers, agents and business alike.


      Aaron Fischer: Speaking in the Keynote Theater 2

      15.30 - 16.00

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      15.30 - 16.00

      Aaron Fischer - OP360

      “Things We Think & Do Not Say: Taking the Stigma out of BPO”

      Sharing the good, bad, and the ugly about how your outsourcing partner operates from a seasoned executive who has seen it all. Learn how employee engagement, community social engagement, and the cost of doing business really impact your customers. We will pull back the curtain on how your partner might operate but more importantly how your future BPO should operate - not as a partner but as an extension of your team.