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Enhancing customer experience through omnichannel integration,
self-service and employee engagement
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
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CXN LIVE Contact Centers | Our Expert Speaker Line-up
Bernard Slowey
Worldwide Support Leader, Digital Customer Support
Microsoft
Nicola Millard
Principal Innovation Partner, Enterprise CTIO
BT
Josue Berlanga
Head of Care and Multichannel Sales (Mexico, Latin America and Canada)
Philip Morris International
Ed Creasey
Director of Pre Sales
Calabrio
David Cousins
Contact Centre Sales Leader EMEA
Twilio
Mathias Mühlfelder
Senior Director Product Management
Syniverse
Vijay Narsapur
VP, Strategic Business Practice Head, CX & HRM
Infosys BPM
Maddee Hegde
Vice President
Infosys BPM
Anand Santhanam
Vice President, Communications, Media and Entertainment
Infosys Limited
Kelly Singsank
Product Marketing Manager
Salesforce
Paul Turner
Business Solutions Consultant
NICE
Tom Mullen
CEO
DVELP (part of Sabio Group)
Stuart Dorman
Chief Innovation Officer
Sabio
Christopher Vitek
Global Leader, Contact Center Sales
Automation Anywhere
Mark Charron Jr
VP, Customer Service
Avaamo
Dave Ogden
RVP Enterprise Sales
Five9 EMEA
Jay Gupta
Senior Product Marketing Manager
Talkdesk
Venkatesh Krishnaswamy
CEO & Founder
Koopid
Gary Skeels
Head of B2B CX Development
Samsung
Gareth Hobson
Head of B2B CX Operations
Samsung
Shona Sweeney
Principal Solution Engineer
Salesforce
Rachel Lane
Solution Principal Contact Center
Medallia
Luke Williams
SVP & Senior Principal XM Catalyst
Qualtrics
Jonathan Kershaw
Director of Product Management
Vonage
Tim Kimber
Global Director of Product Marketing
Vonage
Dan Nordale
Chief Revenue Officer
Koopid
CXN LIVE Contact Centers | Agenda
Day One: Tuesday 14th July 2020
Dave Ogden, RVP Enterprise Sales, Five9 EMEA
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
Maddee Hegde, Vice President, Infosys BPM
Ed Creasey, Director of Pre Sales, Calabrio
Josue Berlanga, Head of Care and Multichannel Sales (Mexico, Latin America and Canada), Philip Morris International (PMI)
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
Stu Dorman, Chief Innovation Officer, Sabio Group
14:00 BST Customer Care Under Pressure: Emerging From Crisis Towards a New, Better Way of Working
Luke Williams, SVP & Senior Principal XM Catalyst, Qualtrics
15:00 BST Maximizing Automation ROI in the Age of Disruption
Christopher Vitek, Global Leader, Contact Center Sales, Automation Anywhere
16:00 BST Agile CX – The New Blueprint for Today’s Contact Centres?
Paul Turner, Business Solutions Consultant, NICE
17:00 BST The Autonomous Customer 2020: Trends Shaping the Future of the Contact Centre
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
Gary Skeels, Head of B2B CX Development, Samsung
Gareth Hobson, Head of B2B CX Operations, Samsung
Shona Sweeney, Principal Solution Engineer, Salesforce
Gareth Hobson, Head of B2B CX Operations, Samsung
Shona Sweeney, Principal Solution Engineer, Salesforce
16:00 BST Enhancing CSAT in a Channel-Rich Environment through Mobile
Mathias Mühlfelder, Senior Director of Product Management, Syniverse
17:00 BST Making the Virtual Contact Center a Reality
Jonathan Kershaw, Director of Product Management, Vonage
Tim Kimber, Global Director Product Marketing, Vonage
Day Four: Friday 17th July 2020
14:00 BST Transforming Your Contact Centre in 90 Days
Rachel Lane, Solution Principal Contact Centre, 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
Who you will meet
CX Network Live online events are designed to offer insight and inspiration to
senior CX decision makers including heads of:
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
1,100+
CXN LIVE:
FEEDBACK &
SATISFACTION 2019
REGISTRANTS
FEEDBACK &
SATISFACTION 2019
REGISTRANTS
1,000+
CXN LIVE:
NORTH AMERICA
NORTH AMERICA
& EMEA 2019
REGISTRANTS
REGISTRANTS
1,200+
CXN LIVE:
CUSTOMER INSIGHT & DATA ANALYTICS 2019
REGISTRANTS
REGISTRANTS
1,400+
CXN LIVE:
DIGITAL CUSTOMER
EXPERIENCE 2019
REGISTRANTS
DIGITAL CUSTOMER
EXPERIENCE 2019
REGISTRANTS
CX Network Live | How It works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2: Confirmation email
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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
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
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John Kearns
Head of Online
cxsponsorship@iqpc.com
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!
Head of Online
cxsponsorship@iqpc.com
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