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Enhancing customer experience through omnichannel integration, 
self-service and employee engagement

Contact centers are facing a period of significant change, largely driven by the pace of technology adoption.

With customer expectations shaped by the big tech firms, they now expect seamless experiences across all channels. Customers expect to have the option to resolve simple issues through self-service technology and, when needed, speak to a human immediately to fix more complex problems.

However, in contrast to the challenges posed by increasing expectations, technology also poses a significant opportunity for forward looking contact center managers. Robotic process automation is shrinking the administrative burden on agents, artificial intelligence is predicting customer intent at scale and chatbots are providing 24/7 support to customers.

Finally, with many predicting the demise of human agents, the reality is that the success of modern contact centers depends on successfully integrating new technology with a highly engaged, capable and customer centric workforce.

With that in mind, CXN LIVE: Contact Centers will focus on:

  • Customer self-service: reducing the friction of self-service channels to enhance the customer experience
  • New technology: leveraging Artificial intelligence, Robotic Process Automation and Chatbots to improve agent effectiveness
  • Omnichannel integration: designing a seamless and integrated experience across all contact channels
  • Staff engagement and retention: enhancing employee engagement through effective recruitment, training and change management

CXN LIVE Contact Centers | Our Expert Speaker Line-up

CXN LIVE Contact Centers | Agenda

Day One: Tuesday 14th July 2020

14:00 BST   Moving to the Cloud for Better Customer Engagement and Faster Response Times
Dave Ogden, RVP Enterprise Sales, Five9 EMEA

15:00 BST   
From Jeeves to Jarvis: The Human Experience Awaits
Anand Santhanam, Vice President, Communications, Media and Entertainment, Infosys Limited
Vijay Narsapur, VP, Strategic Business Practice Head, CX & HRM, Infosys BPM
Maddee Hegde, Vice President, Infosys BPM

16:00 BST   Avoiding Self-Operating Napkins: Simplifying Operations to Deliver a Seamless Customer Experience
Ed Creasey, Director of Pre Sales, Calabrio

17:00 BST   Case Study: Why AI is the Way Forward in Terms of Handling Calls
Josue Berlanga, Head of Care and Multichannel Sales (Mexico, Latin America and Canada), Philip Morris International (PMI)

18:00 BST  Voice + Digital + Automation = Customer Engagement on Steroids
Venkatesh Krishnaswamy, CEO & Founder, Koopid


Day Two: Wednesday 15th July 2020

13:00 BST   Reduce Call Volumes in 30 Minutes with Contact Center AI
Tom Mullen, DECO, DVELP, part of Sabio Group
Stu Dorman, Chief Innovation Officer, Sabio Group

14:00 BST  Understanding the Customer through Vivid Customer Data
Senior Representative, Qualtrics

15:00 BST  
Maximizing Automation ROI in the Age of Disruption
Senior Representative, Automation Anywhere

16:00 BST  Agile CX – The New Blueprint for Today’s Contact Centres?
Paul Turner, Business Solutions Consultant, NICE

17:00 BST  Case Study: Autonomy in 2020: The Trends to Transform Your Digital Customer Experience
Nicola Millard, Principal Innovation Partner, Enterprise CTIO, BT


Day Three: Thursday 16th July 2020

14:00 BST  The Evolution of Contact Centers in the New Normal - Homeworking, Managing Increased Demand, Employee Satisfaction
David Cousins, EMEA Lead Contact Center Specialist, Twilio

15:00 BST  Deliver Scalable and Agile Customer Service From Anywhere
Kelly Singsank, Product Marketing, UK&I, Salesforce

16:00 BST   Enhancing CSAT in a Channel-Rich Environment through Mobile
Mathias Mühlfelder, Senior Director of Product Management, Syniverse

17:00 BST  Case Study: Intelligent Voice Routing at UBS

Henriette Jehnert, Executive Director and Head of Multichannel Contact Center Services, UBS


Day Four: Friday 17th July 2020

14:00 BST  Optimizing Contact Center Design & Operations with Digitization and Technology
Reserved for Medallia

15:00 BST  Reframing Contact Center Strategies
Jay Gupta, Senior Product Marketing Manager, Talkdesk

16:00 BST  Building Better Call Experiences for Customers and Employees with Conversational AI
Mark Charron, VP, Customer Service, Avaamo

17:00 BST  Case Study: Perfecting the Art of Digital Customer Support
Bernard Slowey, Worldwide Support Leader, Digital Customer Support, Microsoft

CX Network Live | Who attends our events

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Who you will meet

CX Network Live online events are designed to offer insight and inspiration to
senior CX decision makers including heads of:

Contact Center

Customer Operations

Member Services

Customer Care

Customer Service

Call Center

CX Network Live | By the numbers

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1,100+

CXN LIVE: 
FEEDBACK & 
SATISFACTION 2019 
REGISTRANTS

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1,000+

CXN LIVE: 
NORTH AMERICA
& EMEA 2019 
REGISTRANTS

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1,200+

CXN LIVE: 
CUSTOMER INSIGHT & DATA ANALYTICS 2019
REGISTRANTS

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1,400+

CXN LIVE: 
DIGITAL CUSTOMER 
EXPERIENCE 2019 
REGISTRANTS

CX Network Live | How It works

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Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place

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Step 2: Confirmation email
This will be dispatched upon registration and will contain login information

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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues

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Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers

Get involved with CX Network

For more information on how CX Network is uniquely placed to help you shape and deliver your message to a targeted audience contact us now!

John Kearns
Head of Online
cxsponsorship@iqpc.com