Program Themes
The core topics and emerging trends shaping the future of customer contact. Explore our program themes and key sessions below.
Digital Transformation & Innovation
Discover the latest strategies, tools, and technologies to drive successful digital transformation initiatives in customer contact centers. Learn how to stay ahead of the curve and leverage innovation to enhance customer experiences and optimize operations.
Key Sessions
Embracing Digital Transformation in Customer Contact Centers
Embrace the journey of digital transformation. Learn strategies and best practices, understand the impact of digital technologies, and discover how to cultivate a digital-first culture.
Innovative Customer Service Technologies
Stay ahead with innovative customer service technologies. From AI to advanced analytics, learn about their applications, benefits, and strategies for effective implementation.
Optimizing Customer Contact with Cloud Computing
Gain valuable insights into enhancing customer contact operations with cloud computing. Discuss migration strategies, uncover the benefits, and learn to manage cloud infrastructure effectively.
The Future of Customer Contact: Trends and Predictions
Get a glimpse into the future of customer contact. Engage with upcoming trends and predictions, and prepare for the evolving landscape and its challenges.
Driving Innovation in Customer Contact
Foster a culture of innovation in your contact centers. Discover strategies to encourage creative thinking, implement innovative solutions, and measure their impact.
Generative AI & Emerging Technology
Discover the potential of artificial intelligence, machine learning, and other emerging technologies in transforming customer contact experiences. Learn how to implement artificial intelligence, harness the power of data analytics, and leverage cutting-edge tools to optimize customer service delivery.
Key Sessions
AI and Machine Learning: Revolutionizing Customer Service
Dive into the transformative power of AI and ML in customer contact centers. Unpack their practical applications, understand ethical implications, and hear success stories. Learn how to seamlessly integrate AI into existing workflows and effectively measure its transformative impact.
Blockchain in Customer Service: More Than Just a Buzzword?
Demystify blockchain's role in enhancing customer trust and security. Explore the reality behind the hype, understand its applications in data integrity and transparency, and learn how it can revolutionize customer relationship management.
Combating Cyber Threats in Contact Centers with Emerging Tech
Tackle cyber threats head-on using the latest emerging technologies. Gain insights into cutting-edge cybersecurity measures, AI-driven security solutions, and strategies to fortify your digital environment against evolving threats.
Leveraging IoT in Customer Contact
Uncover how the Internet of Things (IoT) is reshaping customer service. Learn to harness IoT data for real-time insights, predictive maintenance, and crafting highly personalized customer experiences.
Exploring the Potential of Generative AI in Customer Contact
Venture into the domain of generative AI. Discover its applications in customer service interactions, and engage in discussions about its future implications and ethical considerations.
Omnichannel & Self-Service
Learn how to optimize your omnichannel strategy, integrate self-service options, and harness the power of conversational AI to provide a seamless, differentiated, and connected customer experience across all channels.
Key Sessions
Mastering the Omnichannel Approach for Cohesive Customer Experience
Strategize to create a seamless omnichannel experience. Understand how to blend self-service options and conversational AI for consistent customer interactions across all channels.
Transitioning to Cloud-Based Omnichannel Solutions
Navigate the shift to cloud-based omnichannel platforms. Delve into the challenges and benefits, and formulate strategies for implementing cloud solutions to unify customer communication channels.
Engineering Intelligent IVR for Enhanced Self-Service
Craft an intelligent IVR system that strikes the perfect balance between automation and user experience. Stay abreast of the latest IVR technology trends, including AI integration, to elevate self-service capabilities.
Optimizing Digital Self-Service with AI and Analytics
Harness AI and analytics to revolutionize digital self-service platforms. Leverage data for enhanced customer insights, personalized experiences, and efficient service delivery.
Conversational AI: Transforming Customer Self-Service
Explore the transformative impact of conversational AI on self-service. Learn to optimize chatbots and virtual assistants for superior customer engagement and effective resolution.
Workforce Management & Training
Gain insights into managing and motivating remote and hybrid teams, hiring and retaining top talent, and implementing effective training programs. Learn how to adapt to changing workforce trends and create an environment that fosters employee growth and satisfaction.
Key Sessions
Effective Management of Remote and Hybrid Teams
Unearth best practices for managing remote and hybrid customer contact teams. Tackle challenges, strategize for effective communication, engagement, and productivity optimization.
Hiring and Retaining Top Customer Contact Talent
Master the art of attracting, hiring, and retaining top talent. Understand evolving workforce dynamics and how to create an appealing, supportive work environment.
Training Programs for the Modern Workforce
Design cutting-edge training programs for today's customer contact workforce. Discuss technology integration, effective training measurement, and innovative methods for maximum impact.
Adapting to Workforce Trends in Customer Contact
Stay ahead by understanding and adapting to changing workforce trends. Explore shifts in employee expectations, remote work dynamics, and strategies for effective workforce management.
Creating a Culture of Growth and Satisfaction
Build an enriching work environment that promotes growth and satisfaction. Discuss strategies for robust employee engagement, career development, and fostering a positive work culture.
Leadership & Culture
Explore best practices for building a high-performance culture, developing strong leadership skills, and fostering employee engagement. Gain insights into creating an empathetic, diverse, and inclusive work environment to drive exceptional customer experiences.
Key Sessions
Building High-Performance Culture in Customer Contact
Develop strategies to create a high-performance culture. Dive into the role of leadership, understand the importance of employee engagement, and cultivate a culture that drives exceptional customer experiences.
Developing Strong Leadership Skills in Customer Contact
Enhance leadership skills tailored to customer contact environments. Focus on effective communication, strategic decision-making, and leading diverse teams to success.
Empathetic Leadership for Enhanced Customer Engagement
Realize the importance of empathetic leadership. Learn how it can elevate customer engagement, employee satisfaction, and overall performance.
Fostering Diversity and Inclusion in Customer Contact
Embrace best practices for creating a diverse and inclusive environment. Understand the benefits, tackle challenges, and strategize to foster inclusivity.
Emotional Intelligence and Its Impact on Customer Service
Explore the role of emotional intelligence in elevating customer service. Improve EI among teams for enhanced customer interactions and overall satisfaction.
Operations & Efficiency
Dive into practical solutions for enhancing contact center operations, increasing efficiency, and improving agent productivity. Learn from industry experts how to overcome common challenges, streamline processes, and maximize the value of your resources.
Key Sessions
Enhancing Contact Center Operations for Maximum Efficiency
Discover practical solutions for optimizing contact center operations. Learn to streamline processes, leverage technology, and enhance agent productivity.
Innovations in Contact Center Technology for Efficiency
Explore technological innovations to boost efficiency in contact centers. Discuss AI, automation, and tech solutions that enhance operational effectiveness.
Managing Contact Center Resources Effectively
Master the art of resource management in contact centers. Allocate and utilize resources efficiently, including workforce, technology, and budget.
Quality Assurance and Continuous Improvement in Contact Centers
Strategize for maintaining high-quality standards and continuous improvement. Discuss quality assurance methods, feedback mechanisms, and performance metrics.
Optimizing Agent Workflows for Enhanced Productivity
Learn techniques for optimizing agent workflows. Design effective workflows, integrate tools and technology, and measure productivity improvements.
CX & Engagement
Explore the latest trends and best practices in customer experience (CX) and engagement. Learn how to create personalized, seamless, memorable experiences across various touch points, leveraging journey mapping, design thinking, and other innovative strategies.
Key Sessions
Hyper-Personalization in Customer Interactions
Delve into the art of hyper-personalization in customer interactions. Explore the fusion of data, technology, and customer insights to create deeply personalized experiences.
Journey Mapping for Enhanced Customer Experience
Master customer journey mapping techniques. Identify critical touchpoints, analyze customer interactions, and use insights to elevate the customer experience.
Leveraging Design Thinking in CX
Apply design thinking principles to boost customer experience. Explore innovative problem-solving approaches, focus on user-centric design, and learn to create memorable customer interactions.
Creating Memorable Experiences Across Touchpoints
Develop strategies to deliver consistent, high-quality experiences across various customer touchpoints. Integrate digital and physical channels to create a unified and unforgettable brand experience.
Empathy and Emotional Intelligence in Customer Engagement
Understand the pivotal role of empathy and emotional intelligence in forging strong customer relationships. Learn techniques to train teams in empathy, comprehend customer emotions, and amplify engagement.
Industry Insights & Best Practices
Industry leaders share their experiences, insights, and best practices in delivering exceptional customer service. Learn valuable lessons from real-world case studies, success stories, and expert discussions tailored to specific industries.
See yourself in the program?