- Wednesday
- Thursday
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11.00 - 11.30
Juan Rojas - BigProfiles
AI & Telesales: Strategies to Enhance Revenue with Predictive Modeling
Tools such as ChatGPT and Bard have made technologies linked to generative artificial intelligence famous, but artificial intelligence has a lot of potential to be applied to the world of call centers and telesales campaigns. We will talk about how AI is able to generate predictive models automatically and effectively, so as to obtain real-time predictions on the behavior of prospects and customers. Building data driven strategies can increase sales and conversion rates.
11.45 - 12.15
Sanjeev Sahni - eGain
The Knowledge Foundation: Take GPT from Transformer to Transformation
Generative AI has the potential to transform customer and employeexperiences —CX and EX. The question is how you can harness that technology for CX and EX transformation. Why is knowledge management foundational to success with generative AI? How do you integrate it with your current AI portfolio? What are the best practices to reap business benefits and mitigate risk?
12.30 - 13.00
Jason Ten-Pow and Sean Albertson - bespokeCX
How top brands map customer journeys to improve customer satisfaction and reduce efforts
Current approaches to customer journey mapping underestimate the customer knowledge required to build impactful customer journeys. In this session, we delve into the strategies employed by the top 5% of brands, showcasing their success in transforming contact centres into hubs of customer excellence.
13.15 - 13.45
Rod Edwards - Laivly
Overcoming The Top 5 Barriers To AI & Automation Adoption in CX
Following an extensive survey of CX leaders, we''ll be unveiling the top 5 barriers that organizations face in embracing transformative contact center technologies. Learn how to equip your customer experience teams with the technology that will enhance their operations. We''ll be addressing IT and security approvals, how to leverage existing tech stacks, addressing agent and customer adoption as well as how to build a ROI business case to secure budget.
14.00 - 14.30
Michael Cibelli - Poly AI
The Contact Center Of The Future: How AI, Data, and Automation Will Meet To Yield The Best Customer Experience
The technological landscape has shifted. Customer expectations have shifted. The contact center will shift too. In this talk, we''ll cover how recent revolutions in AI and data are shaping the future of customer experience and how to prepare your business and teams for transformation.
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11.30 - 12.00
Vijai Shankar - Uniphore
Building Your AI Blueprint for Customer Experience
CX is multi-threaded issue tackles diverse problems across the organization. CX leaders are trying to grow the business, improve operational efficiencies, enhance employee experience to avoid attrition, all while aiming to provide frictionless and personalized customer experiences. And for leading companies, AI is helping. Join thought leaders from Uniphore for a guided discussion on customer interactions as we discuss where to start using AI, what considerations need to be made, and how to measure success.
11.45 - 12.15
Cheryl Odee Helm - Helm Communications, Inc.
Metrics that Matter: Ensuring Measurable Success in CX, EX, BO
As one contact center manager stated, “The great thing is we have so much data; the challenge is we have so much data!” Building a framework with metrics to measure success for the various positions (C, Manager, Supervisor, Agent, WFM, QA, IT, marketing, sales), along with all the access channels (voice, email, text, chat, IVR, Bots, social) is vital. This presentation discusses formulae and a framework to advance your organization.
12.30 - 13.00
Ken Kalb - RowBotAi
Agent Assist in a Real-World Contact Center
Learn how to create, deploy and optimize generative AI conversational voice in a real contact center. Ken Kalb will demonstrate several workflows and use cases that will reduce agent attrition and enhance customer satisfaction with dramatically lower AHT.
13.15 - 13.45
Raj Wadhwani - CONTACTCENTERWORLD.COM
Getting the mix right for a world class Contact Center
As the global association for contact center and customer engagement best practices, we will share several best practices ideas from our world class events that have taken place in Asia Pacific, Europe, The Middle East and the Americas. Ideas for people engagement, about tech, business strategies and processes
14.00 - 14.30
Kevin Leman - Flexday
Tackling the UAF - User Annoyance Factor - Through Proven AI Solutions
How many call-center experiences result in INCREASED user frustration levels? How can we use existing AI tools to reduce the annoyance levels of our internal and external users and increase customer, as well as employee, satisfaction levels? We''ll look at how to evaluate AI tools from the lens of reducing the User Annoyance Factor, and discuss some unexpected "real world" wins.
14.45 - 15.15
Michael Cibelli - Poly AI
The Contact Center Of The Future: How AI, Data, and Automation Will Meet To Yield The Best Customer Experience
The technological landscape has shifted. Customer expectations have shifted. The contact center will shift too. In this talk, we''ll cover how recent revolutions in AI and data are shaping the future of customer experience and how to prepare your business and teams for transformation.
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