Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

June 20: Genesys

9:50 am - 10:20 am Expo Hall Opens/Networking Break/Demo Drive

10:10 am - 10:20 am Host's Opening Remarks

Ludy Morales-Dunning - Director, Marketing Genesys
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Ludy Morales-Dunning

Director, Marketing
Genesys

10:20 am - 10:50 am The State of CX: Insights From Our Consumers and Businesses

Ludy Morales-Dunning - Director, Marketing Genesys
The data’s in: Only 2% of customers say they prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, and they are doing so to improve customer satisfaction. Understanding customer expectations is key to your customer experience strategy. But technology and consumer preferences change fast. How well do you really know what your customers want? Join us as we reveal insights from the Genesys State of Customer Experience report, which surveyed nearly 2,000 consumers and 1,300 businesses around the world. Discover what your customers expect when it comes to bots, AI, mobile messaging and more.
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Ludy Morales-Dunning

Director, Marketing
Genesys

10:50 am - 11:00 am 10 minute transition

11:00 am - 11:30 am CCW Speaker Spotlight: BARK’s Journey from Startup to Customer Success

Michael DeJager - Principal Analyst & Divisional Director Customer Management Practice
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Michael DeJager

Principal Analyst & Divisional Director
Customer Management Practice

11:30 am - 11:40 am 10 minute transition

11:40 am - 12:10 pm Tech Mahindra: Case Study

Ritesh Idnani - President Tech Mahindra
The future of customer experience and how to humanize the digital transformation to make an impact on our target audience.
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Ritesh Idnani

President
Tech Mahindra

12:10 pm - 12:20 pm 10 minute transition

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Shonda Bowman-Pero

Director, Global Training & Quality
Match Group

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Sandy Ko

Research Development Analyst
Customer Management Practice

12:50 pm - 2:00 pm Backyard BBQ Lunch in the Expo Hall

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Ludy Morales-Dunning

Director, Marketing
Genesys

2:10 pm - 2:55 pm BUILD Exceptional Experiences with PureBridge by Genesys

Rian Logan - Technical Sales Consultant Genesys
Randi Roger - Marketing Programs Operations Genesys
New technologies enable customers to engage with businesses in new and meaningful ways - but do your current technologies put you in a position to keep up? PureBridge by Genesys is a training and certification program for you and your teams to help your business assess current engagement technologies and navigate the migration from existing software to next-generation solutions enabling exceptional customer experiences. Join us as we guide you through a brief overview of the program and BUILD your own bridge to success live and in person!
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Rian Logan

Technical Sales Consultant
Genesys

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Randi Roger

Marketing Programs Operations
Genesys

2:55 pm - 3:00 pm 5 minute transition

3:00 pm - 3:45 pm CCW Speaker Spotlight: Organizational and Digital Transformation at Hunter Douglas

Michael DeJager - Principal Analyst & Divisional Director Customer Management Practice
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Michael DeJager

Principal Analyst & Divisional Director
Customer Management Practice

3:45 pm - 3:45 pm 5 O'Clock Somewhere Happy Hour