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Las Vegas Convention Center

April 24th & 25th 2024

Apr 24 & 25 / 2024

LVCC, Las Vegas

Seminar Theater 4

The theaters at The Call & Contact Center Expo are at the heart of the event. With the speaker topics being tailored by industry leaders at the forefront of customer experience and support, all visitors who attend a seminar will expect to discover some of the latest trends, insights, and expertise in their profession.

  • Wednesday
  • Thursday
    • Michael Cibelli: Speaking in the Seminar Theater 4

      11.00 - 11.30

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      11.00 - 11.30

      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.


      Sanjeev Sahni: Speaking in the Seminar Theater 4

      11.45 - 12.15

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      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?


      Jason Ten-Pow and Sean Albertson: Speaking in the Seminar Theater 4

      12.30 - 13.00

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      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.


      Rod Edwards: Speaking in the Seminar Theater 4

      13.15 - 13.45

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      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.


      Juan Rojas: Speaking in the Seminar Theater 4

      14.00 - 14.30

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      14.00 - 14.30

      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.