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October 4 - 5, 2018|New York, US

Agenda


Day One — October 4th

08:45
-
09:00
Welcome to the Summit
09:00
-
09:45
How Much Is Good Support Really Worth? - The Business Case for Customer Service

You know excellent customer service is crucial to your business. However, to truly understand how valuable your support function is, you need to combine hard data with a holistic understanding of how service impacts both the customer and the wider business.

  • There is data to support investing in customer service —lots of it! Find metrics that link delighted customers to your company’s financial goals.
  • Decide what role customer service should play in achieving wider business goals and adjust your benchmarks to match.
  • In an industry driven by efficiency, it is vital that you know where to invest. Discover your biggest game changers and opportunities.

Johnson & Johnson Scott Chilson VP Customer Connectivity Johnson & Johnson

DHL Pete Poul-Graf VP IT & Customer Care Executive DHL

MODERATOR: Evan Shumeyko conference chairman

09:45
-
10:15
The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence
  • Harness the power of bots & AI without impacting customer experience
  • Break the CX equation through social messaging channels

Conversocial Josh March Founder and CEO Conversocial

MODERATOR: Evan Shumeyko conference chairman

10:15
-
10:45
Coffee Break
10:45
-
11:15
Bots & Brains: The Perfect CX Marriage

Chatbots seem to be everywhere. However, are they really providing the optimal customer service experience? Find out how you may be able to have the best of both worlds blending human intuition with efficient high tech responsiveness.

ICUC.social Erika Lovegreen Senior Manager, New Products ICUC.social

MODERATOR: Evan Shumeyko conference chairman

11:15
-
12:00
Moving from Seamless to Personalized Omnichannel Care

Your customers not only expect great support on their preferred channel, they expect a personalized experience across multiple channels.

  • Evolve your CRM to empower your agents with a more actionable understanding of your customers.
  • Deliver a one to one experience that both satisfies your customer, reduces resolution time and creates opportunities for retention and upselling.

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Estée Lauder Laurie Toscano Former Executive Director, Global End User Services Estée Lauder

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Evan Shumeyko conference chairman

12:00
-
12:30
Omnichannel Customer Care and the Experience Economy

From vendors to partners to industry analysts, it seems that omnichannel has become the new buzzword. But while everyone is talking about it, is anyone really doing it? Or doing it well? And where did all this buzz come from?

In this session, Kristopher Friday, Head of Solutions Consulting, will discuss the two larger paradigm shifts that are driving this buzz and how businesses can ensure they have a solid omnichannel strategy in place.

Zendesk Kristopher Friday Head of Solutions Consulting Zendesk

MODERATOR: Evan Shumeyko conference chairman

12:30
-
13:30
Lunch Break
13:30
-
14:00
Networking
  • Social Media Customer Service and Small Business Meet Up groups
  • Dedicated Brella meeting time
Orange Room
14:00
-
14:45
Supercharged Social Media Support 1: Efficiency at Scale

With social media support teams having scaled at unprecedented rates, it is now vital you operationalize for efficiency.

  • New strategies for reducing the cost of resolution over social media.
  • Redefine responsibilities, expectations and workflows for maximum efficiency.
  • Fully embed social media into your contact centre.
  • Embrace the latest routing technology, automation and AI.

Google Sara Wampler North America Lead, Community and Social, Consumers Google

Wells Fargo Home Mortgage Tammy Twedt Assistant Vice President - Social Media Wells Fargo Home Mortgage

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

14:45
-
15:15
You Had Me at “Hello”: Using AI to deliver the true omnichannel promise of personalization, persistence, and context in customer care

Long gone are the single channel days when customers called in, agents responded and resolved, and moved to the next call in the queue. Today’s consumers expect you to know who they are, remember your last conversation with them, and even offer reminders and recommendations. These demands coupled with a growing list of customer care channels can make it challenging to deliver a frictionless and consistent care experience that includes the personalization customers crave. This session will explore how to leverage advancements in artificial intelligence and machine learning to:

  • Create a true omnichannel experience, including persistence, across channels
  • Improve agent efficiency
  • Provide a consistent brand experience that keeps customers coming back

Interactions Jay Wolcott VP, Social Product Interactions

Purple Room
14:00
-
14:45
Recruit, Train and Motivate Model Agents for each channel/role

Support agents are your most important resource. For the best results it is vital your internal structures, recruitment and training strategies are tailored for each channel and role.

  • Understand the required attributes and skillsets for an agent to develop into specialist on a specific channel or role.
  • Create a definitive training program that not only develops agents for specific roles but keeps them refreshed with the latest product information.
  • New channels require new team structures. Have you considered splitting cases based on public or private channels? How about partnering service agents with technical support agents? What about each product or service having its own team of multi-channel agents? What structure works best for your team?

HBO Rebecca Josephson VP of Digital Products Operations HBO

Boxed Weslee Berke VP of Customer Service Boxed

PVH (Calvin Klein, Tommy Hilfiger, Heritage Brands) Diane Haluszka Senior Manager, Customer Service PVH (Calvin Klein, Tommy Hilfiger, Heritage Brands)

MODERATOR: Professional Association for Customer Engagement (PACE) Stuart Discount Chief Executive Officer Professional Association for Customer Engagement (PACE)

14:45
-
15:15
Do Better Work

Change at work is happening at a breakneck pace. Working and training are no longer discrete events—they happen simultaneously. Customer services teams must adapt to win in highly competitive environments, and they need a practical, time-tested approach to help them do it. Max will share an analysis of how more than a million employees learn, practice, and perform at work; alongside interviews from customer support and experience leaders at companies like Amazon, Paypal, Hubspot, GE and LinkedIn. It’s time to reimagine team training—and do better work—together.

  • How to achieve goals by using uncomfortable situations
  • Why high-fidelity learning is destroying
  • How to use learning to cut your onboarding time by 50%
  • Why agents experience a 38% higher NPS score when learning is involved

Lessonly Max Yoder Co-Founder & CEO Lessonly

15:15
-
15:45
Coffee Break
Orange Room
15:45
-
16:15
The Minimum Viable Customer Service
Customer Service from an Early-Stage Startup Perspective
16:15
-
16:45
Maintaining Customer Satisfaction Throughout Heightened Periods and Crisis

At some point every support team will face a challenging time. While you can’t forecast a crisis, it’s vital that you plan and prepare your team for heightened periods.

  • Creating a crisis management process.
  • Approaches to managing unprecedented caseloads.
  • Ensure your team provides your customer with transparent and accurate communication.

Rogers Margaret Tsuji Senior Manager, Social Media Support Rogers

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

16:45
-
17:30
Supercharged Social Media Support 2: The Fast and the Meaningful

It’s no secret that timing is important to customers and expected response times continue to fall. To keep customers both engaged and satisfied it is vital that companies bridge this expectation gap, whilst still providing meaningful interaction and resolving customer issues in channel.

  • Real-world best practice to decrease your response times.
  • Ensure every response is meaningful. Speed of response is pointless if the content doesn’t help resolve the issue in an efficient way.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

TSA David Johnston Social Media Strategist TSA

Cox Communications Chris Burns Manager, Social Media Cox Communications

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

Purple Room
15:45
-
16:15
Getting Customers to Answer Their Phones Again

Due to a massive increase in robocalls, scam calls and other unwanted calls, consumers simply don’t answer their phones anymore. In fact, 84% of unknown calls go unanswered. This creates a substantial problem for brands trying to reach customers when there’s a fraudulent credit card charge, an upcoming service delivery, or an update on a cancelled flight or car ride (for example). The good news, according to a recent survey, is that 92% of consumers want to know who’s calling them, particularly when they’re expecting a call from a company with whom they do business.

A rich media, branded, personalized calling display lets customers know who’s calling them and why. Join First Orion and learn how major brands like T-Mobile, MetroPCS and more are already using new, patented technology to double their answer rates and improve their brand’s customer experience

  • Your customers can know & trust that it’s your company calling (versus a scammer)
  • Important conversations with your customers will happen at the right time
  • Customer service and contact efforts are more efficient and less costly

First Orion Scott Ballantyne Chief Marketing Officer First Orion

16:15
-
17:30
Empowering Agents with AI and Automation

Case Study:

In this presentation, Bruce Nelson, Director of Customer Support Services for Ricoh, will share with you how his team has moved away from the traditional model of support by empowering agents as the key driver. Ricoh has patented this revolutionary approach and embraced new technologies that enable collaboration and teamwork, innovative routing, augmented reality, increased resolution rates, and employee satisfaction.

Panel:

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible.

  • Supercharge your workforce with the perfect blend of AI, Machine Learning, and automation.
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Leverage the combined expertise of all your agents to make each support experience memorable.

Ricoh Bruce Nelson Director of Customer Support Services Ricoh

Uber Mai-Huong Le Engineering Director Uber

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Professional Association for Customer Engagement (PACE) Stuart Discount Chief Executive Officer Professional Association for Customer Engagement (PACE)

17:30
-
19:00
Networking Drinks

Day Two — October 5th

09:15
-
10:30
The New Normal: Embracing Messaging Apps

The number of active users on messaging apps is greater than that of social networks. Combine this with the fact that live chat agents can handle up to three times more cases than call-based support and its clear you need to be embracing messaging apps with open arms.

Facebook Messenger, Twitter Direct Message, WeChat, WhatsApp and Snap - Keep ahead of changing customer demands, by understanding the different limitations and exploitable nuances of each channel.

Learn what can be resolved in messenger and how to effectively redirect what can’t.

Training and development strategies for messaging agents and teams.

Four Seasons Hotels and Resorts Chris Cocca Global Senior Director, Digital Four Seasons Hotels and Resorts

Freshly Colin Crowley VP, Customer Experience Freshly

Tula Savannah Sachs CEO Tula

MODERATOR: Smooch Mike Gozzo CTO Smooch

10:30
-
11:00
Meeting Fans Where They Are: Customer Support in Real Time with ESPN

Doug Kramon, ESPN's Senior Director of Customer Operations and Fan Support, will discuss how the company increased customer satisfaction scores while decreasing the cost for an agent seat after they implemented text and mobile messaging with the Teckst platform. Doug will describe the process of integrating messaging capabilities into ESPN’s CRM as well as learnings from the last two years.

ESPN Douglas Kramon Senior Director, Fan Support ESPN

Teckst Josh Rochlin CEO Teckst

11:00
-
11:30
Coffee Break
Orange Room
11:30
-
12:00
Turn Anger into Affinity: How AMC Theatres Defined Their Voice and Won Back Customers

Amid ever-evolving digital landscapes, it’s imperative that your social care strategy remain true to your brand and a match to your customers’ needs. AMC Theatres, the largest movie theatre exhibitor in the US and the world, shares their success story of defining their voice to drive satisfaction, and how other companies can do the same.

  • Why customer service responses deserve the same focus as your marketing content
  • How strengthening your social media care voice drives customer satisfaction
  • How to develop a strategy that’s right for both your customers and your brand

AMC Theatres Elizabeth Solomon Manager, Social Media Care AMC Theatres

12:00
-
12:45
Chat Bots: The good the bad and the ugly?

Although a once unthinkable prospect the huge opportunity presented by chatbots to deliver a fast-reliable service to an always on the go consumer, has led to mass appeal and implementation. However, done in the wrong way, they can deliver a frustrating and jarring experience.

  • Implementation pitfalls, frustrating designs and horror stories, learn what to avoid.
  • What are the limitations of chatbots and when should an agent step in?
  • ROI? What results can you expect from chatbot and what are you saving?

Southwest Airlines John Young Social Business Advisor Southwest Airlines

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Artificial Solutions Dave Parsin VP of North America Artificial Solutions

MODERATOR: Conversocial Ido Bornstein-HaCohen COO Conversocial

Purple Room
11:30
-
12:00
AI Process Automation for Enterprise Business Communication

Efficiency is key to every successful customer service team. However according to Forbes 85% of business communication is still repetitive, time consuming and ultimately costly. Learn how to dynamically automate up to 80% of business processes in real-time, by taking a genetic coding approach to AI.

Why we are different:

State of the Art for automation companies was the static anthology approach which needs human interaction to grow with companies over time for helping them to automate business processes.

We go one step further ⇒ We dynamically automate up to 80% of business processes in real-time. Our patented genetic coding system enables continuous learning with constant improvement in quality and accuracy of automation.

Dynamic AI56 Florian Erlach President Dynamic AI56

12:00
-
12:45
Self-service & Transactional Automation

The truth is today’s consumer is short on time and wants to avoid contacting customer support if at all possible. Customer self-service has become a cornerstone of great customer support. Reduce your incoming volume and increase satisfaction, by empowering your customer to resolve their own issues and automate where possible.

Automate the little things and you’ll empower you customer to do the transactional essentials, saving your agents for more complicated matters.

Utilize the latest technologies and formats to ensure your self-service options are easy to find navigate.

Troubleshooting guides are useless unless they provide comprehensive yet easy to follow solutions. Learn how to optimize yours.

Lego Remco Jansen Senior Manager Contact Center Operations Lego

Grindr Mario Sansalone Head of Customer Operations Grindr

VHT Ross Murdock Sales Director VHT

MODERATOR: CRMXchange Herbert Greenebaum Customer Experience CRMXchange

12:45
-
13:45
Lunch Break
13:45
-
14:15
Networking
  • Social Media Customer Service and Small Business Meet Up groups
  • Dedicated Brella meeting time
14:15
-
14:45
The Next Era of Mobile Messaging

Millions of businesses rely on SMS to communicate with mobile consumers. Credit card fraud alerts, flight status updates, and package delivery notifications are common examples of business-to-consumer SMS. Though SMS meets the consumers needs for instant notification, it lacks the interactivity and personalization consumers expect.

Rich Business Messaging upgrades SMS with branding, rich media and analytics that lead to better consumer engagement. With RBM, businesses can bring branded, interactive mobile experiences, right to the default messaging app. By 2020, 86% of smartphones will be RBM-enabled. Join a Google expert to learn about the future of messaging and how major brands like Subway and Booking.com are already using this technology to reach their customers.

After this session, you’ll be able to:

  • Know how to reach customers through interactive messaging
  • Better prepare your brand for the future of messaging

Google Rob Lawson Partnerships Google

14:45
-
15:30
Engage Your Community with Proactive and Peer to Peer Customer Support

Learn how to engage your customers before their issues become complaints. Bolster your reach with strategies for and encouraging your audience to help each other.

  • How to monitor for engagement opportunities and know when it’s appropriate to act – and when it’s just creepy!
  • Creating an engaged community of service advocates and safeguard against bad actors.
  • Engage in positive experiences to help promote the brand and drive loyalty.

NYC DoITT Patti Bayross Chief Customer Officer NYC DoITT

La Masion du Chocolat Rami Sarabi Country Manager La Masion du Chocolat

Financial Times Natalie Dowle Head of Americas, Customer Service Financial Times

MODERATOR: FocusVision Zoe Dowling SVP Research FocusVision

15:30
-
16:00
8 Notes to a Rockin’ Support Team 

Drawing on over 18 years of experience at the Estee Lauder Companies and a lifetime as a musician, Laurie Toscano delivers the 8 key attributes of a successful support team.

  • Define clear expectations and empower your team to meet them.
  • Gauge the effectiveness of your team and learn how to find and cultivate Rockstars.
  • Why active leadership and cultural immersion are key to a harmonious support team.

Estée Lauder Laurie Toscano Former Executive Director, Global End User Services Estée Lauder

16:00
Conference Ends

Day One — October 4th

08:45
-
09:00
Welcome to the Summit
09:00
-
09:45
How Much Is Good Support Really Worth? - The Business Case for Customer Service

You know excellent customer service is crucial to your business. However, to truly understand how valuable your support function is, you need to combine hard data with a holistic understanding of how service impacts both the customer and the wider business.

  • There is data to support investing in customer service —lots of it! Find metrics that link delighted customers to your company’s financial goals.
  • Decide what role customer service should play in achieving wider business goals and adjust your benchmarks to match.
  • In an industry driven by efficiency, it is vital that you know where to invest. Discover your biggest game changers and opportunities.

Johnson & Johnson Scott Chilson VP Customer Connectivity Johnson & Johnson

DHL Pete Poul-Graf VP IT & Customer Care Executive DHL

MODERATOR: Evan Shumeyko conference chairman

09:45
-
10:15
The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence
  • Harness the power of bots & AI without impacting customer experience
  • Break the CX equation through social messaging channels

Conversocial Josh March Founder and CEO Conversocial

MODERATOR: Evan Shumeyko conference chairman

10:15
-
10:45
Coffee Break
10:45
-
11:15
Bots & Brains: The Perfect CX Marriage

Chatbots seem to be everywhere. However, are they really providing the optimal customer service experience? Find out how you may be able to have the best of both worlds blending human intuition with efficient high tech responsiveness.

ICUC.social Erika Lovegreen Senior Manager, New Products ICUC.social

MODERATOR: Evan Shumeyko conference chairman

11:15
-
12:00
Moving from Seamless to Personalized Omnichannel Care

Your customers not only expect great support on their preferred channel, they expect a personalized experience across multiple channels.

  • Evolve your CRM to empower your agents with a more actionable understanding of your customers.
  • Deliver a one to one experience that both satisfies your customer, reduces resolution time and creates opportunities for retention and upselling.

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Estée Lauder Laurie Toscano Former Executive Director, Global End User Services Estée Lauder

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Evan Shumeyko conference chairman

12:00
-
12:30
Omnichannel Customer Care and the Experience Economy

From vendors to partners to industry analysts, it seems that omnichannel has become the new buzzword. But while everyone is talking about it, is anyone really doing it? Or doing it well? And where did all this buzz come from?

In this session, Kristopher Friday, Head of Solutions Consulting, will discuss the two larger paradigm shifts that are driving this buzz and how businesses can ensure they have a solid omnichannel strategy in place.

Zendesk Kristopher Friday Head of Solutions Consulting Zendesk

MODERATOR: Evan Shumeyko conference chairman

12:30
-
13:30
Lunch Break
13:30
-
14:00
Networking
  • Social Media Customer Service and Small Business Meet Up groups
  • Dedicated Brella meeting time
Orange Room
14:00
-
14:45
Supercharged Social Media Support 1: Efficiency at Scale

With social media support teams having scaled at unprecedented rates, it is now vital you operationalize for efficiency.

  • New strategies for reducing the cost of resolution over social media.
  • Redefine responsibilities, expectations and workflows for maximum efficiency.
  • Fully embed social media into your contact centre.
  • Embrace the latest routing technology, automation and AI.

Google Sara Wampler North America Lead, Community and Social, Consumers Google

Wells Fargo Home Mortgage Tammy Twedt Assistant Vice President - Social Media Wells Fargo Home Mortgage

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

14:45
-
15:15
You Had Me at “Hello”: Using AI to deliver the true omnichannel promise of personalization, persistence, and context in customer care

Long gone are the single channel days when customers called in, agents responded and resolved, and moved to the next call in the queue. Today’s consumers expect you to know who they are, remember your last conversation with them, and even offer reminders and recommendations. These demands coupled with a growing list of customer care channels can make it challenging to deliver a frictionless and consistent care experience that includes the personalization customers crave. This session will explore how to leverage advancements in artificial intelligence and machine learning to:

  • Create a true omnichannel experience, including persistence, across channels
  • Improve agent efficiency
  • Provide a consistent brand experience that keeps customers coming back

Interactions Jay Wolcott VP, Social Product Interactions

Purple Room
14:00
-
14:45
Recruit, Train and Motivate Model Agents for each channel/role

Support agents are your most important resource. For the best results it is vital your internal structures, recruitment and training strategies are tailored for each channel and role.

  • Understand the required attributes and skillsets for an agent to develop into specialist on a specific channel or role.
  • Create a definitive training program that not only develops agents for specific roles but keeps them refreshed with the latest product information.
  • New channels require new team structures. Have you considered splitting cases based on public or private channels? How about partnering service agents with technical support agents? What about each product or service having its own team of multi-channel agents? What structure works best for your team?

HBO Rebecca Josephson VP of Digital Products Operations HBO

Boxed Weslee Berke VP of Customer Service Boxed

PVH (Calvin Klein, Tommy Hilfiger, Heritage Brands) Diane Haluszka Senior Manager, Customer Service PVH (Calvin Klein, Tommy Hilfiger, Heritage Brands)

MODERATOR: Professional Association for Customer Engagement (PACE) Stuart Discount Chief Executive Officer Professional Association for Customer Engagement (PACE)

14:45
-
15:15
Do Better Work

Change at work is happening at a breakneck pace. Working and training are no longer discrete events—they happen simultaneously. Customer services teams must adapt to win in highly competitive environments, and they need a practical, time-tested approach to help them do it. Max will share an analysis of how more than a million employees learn, practice, and perform at work; alongside interviews from customer support and experience leaders at companies like Amazon, Paypal, Hubspot, GE and LinkedIn. It’s time to reimagine team training—and do better work—together.

  • How to achieve goals by using uncomfortable situations
  • Why high-fidelity learning is destroying
  • How to use learning to cut your onboarding time by 50%
  • Why agents experience a 38% higher NPS score when learning is involved

Lessonly Max Yoder Co-Founder & CEO Lessonly

15:15
-
15:45
Coffee Break
Orange Room
15:45
-
16:15
The Minimum Viable Customer Service
Customer Service from an Early-Stage Startup Perspective
16:15
-
16:45
Maintaining Customer Satisfaction Throughout Heightened Periods and Crisis

At some point every support team will face a challenging time. While you can’t forecast a crisis, it’s vital that you plan and prepare your team for heightened periods.

  • Creating a crisis management process.
  • Approaches to managing unprecedented caseloads.
  • Ensure your team provides your customer with transparent and accurate communication.

Rogers Margaret Tsuji Senior Manager, Social Media Support Rogers

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

16:45
-
17:30
Supercharged Social Media Support 2: The Fast and the Meaningful

It’s no secret that timing is important to customers and expected response times continue to fall. To keep customers both engaged and satisfied it is vital that companies bridge this expectation gap, whilst still providing meaningful interaction and resolving customer issues in channel.

  • Real-world best practice to decrease your response times.
  • Ensure every response is meaningful. Speed of response is pointless if the content doesn’t help resolve the issue in an efficient way.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

TSA David Johnston Social Media Strategist TSA

Cox Communications Chris Burns Manager, Social Media Cox Communications

MODERATOR: Home Depot Frankie Saucier Social Customer Care Leader Home Depot

Purple Room
15:45
-
16:15
Getting Customers to Answer Their Phones Again

Due to a massive increase in robocalls, scam calls and other unwanted calls, consumers simply don’t answer their phones anymore. In fact, 84% of unknown calls go unanswered. This creates a substantial problem for brands trying to reach customers when there’s a fraudulent credit card charge, an upcoming service delivery, or an update on a cancelled flight or car ride (for example). The good news, according to a recent survey, is that 92% of consumers want to know who’s calling them, particularly when they’re expecting a call from a company with whom they do business.

A rich media, branded, personalized calling display lets customers know who’s calling them and why. Join First Orion and learn how major brands like T-Mobile, MetroPCS and more are already using new, patented technology to double their answer rates and improve their brand’s customer experience

  • Your customers can know & trust that it’s your company calling (versus a scammer)
  • Important conversations with your customers will happen at the right time
  • Customer service and contact efforts are more efficient and less costly

First Orion Scott Ballantyne Chief Marketing Officer First Orion

16:15
-
17:30
Empowering Agents with AI and Automation

Case Study:

In this presentation, Bruce Nelson, Director of Customer Support Services for Ricoh, will share with you how his team has moved away from the traditional model of support by empowering agents as the key driver. Ricoh has patented this revolutionary approach and embraced new technologies that enable collaboration and teamwork, innovative routing, augmented reality, increased resolution rates, and employee satisfaction.

Panel:

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible.

  • Supercharge your workforce with the perfect blend of AI, Machine Learning, and automation.
  • Arm your agents not only with detailed customer insights, but an automated guide to the perfect customer interaction.
  • Leverage the combined expertise of all your agents to make each support experience memorable.

Ricoh Bruce Nelson Director of Customer Support Services Ricoh

Uber Mai-Huong Le Engineering Director Uber

Sykes Sarah Grace McCandless Senior Director, Global Digital CX Strategy Sykes

MODERATOR: Professional Association for Customer Engagement (PACE) Stuart Discount Chief Executive Officer Professional Association for Customer Engagement (PACE)

17:30
-
19:00
Networking Drinks

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription


Day Two — October 5th

09:15
-
10:30
The New Normal: Embracing Messaging Apps

The number of active users on messaging apps is greater than that of social networks. Combine this with the fact that live chat agents can handle up to three times more cases than call-based support and its clear you need to be embracing messaging apps with open arms.

Facebook Messenger, Twitter Direct Message, WeChat, WhatsApp and Snap - Keep ahead of changing customer demands, by understanding the different limitations and exploitable nuances of each channel.

Learn what can be resolved in messenger and how to effectively redirect what can’t.

Training and development strategies for messaging agents and teams.

Four Seasons Hotels and Resorts Chris Cocca Global Senior Director, Digital Four Seasons Hotels and Resorts

Freshly Colin Crowley VP, Customer Experience Freshly

Tula Savannah Sachs CEO Tula

MODERATOR: Smooch Mike Gozzo CTO Smooch

10:30
-
11:00
Meeting Fans Where They Are: Customer Support in Real Time with ESPN

Doug Kramon, ESPN's Senior Director of Customer Operations and Fan Support, will discuss how the company increased customer satisfaction scores while decreasing the cost for an agent seat after they implemented text and mobile messaging with the Teckst platform. Doug will describe the process of integrating messaging capabilities into ESPN’s CRM as well as learnings from the last two years.

ESPN Douglas Kramon Senior Director, Fan Support ESPN

Teckst Josh Rochlin CEO Teckst

11:00
-
11:30
Coffee Break
Orange Room
11:30
-
12:00
Turn Anger into Affinity: How AMC Theatres Defined Their Voice and Won Back Customers

Amid ever-evolving digital landscapes, it’s imperative that your social care strategy remain true to your brand and a match to your customers’ needs. AMC Theatres, the largest movie theatre exhibitor in the US and the world, shares their success story of defining their voice to drive satisfaction, and how other companies can do the same.

  • Why customer service responses deserve the same focus as your marketing content
  • How strengthening your social media care voice drives customer satisfaction
  • How to develop a strategy that’s right for both your customers and your brand

AMC Theatres Elizabeth Solomon Manager, Social Media Care AMC Theatres

12:00
-
12:45
Chat Bots: The good the bad and the ugly?

Although a once unthinkable prospect the huge opportunity presented by chatbots to deliver a fast-reliable service to an always on the go consumer, has led to mass appeal and implementation. However, done in the wrong way, they can deliver a frustrating and jarring experience.

  • Implementation pitfalls, frustrating designs and horror stories, learn what to avoid.
  • What are the limitations of chatbots and when should an agent step in?
  • ROI? What results can you expect from chatbot and what are you saving?

Southwest Airlines John Young Social Business Advisor Southwest Airlines

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Artificial Solutions Dave Parsin VP of North America Artificial Solutions

MODERATOR: Conversocial Ido Bornstein-HaCohen COO Conversocial

Purple Room
11:30
-
12:00
AI Process Automation for Enterprise Business Communication

Efficiency is key to every successful customer service team. However according to Forbes 85% of business communication is still repetitive, time consuming and ultimately costly. Learn how to dynamically automate up to 80% of business processes in real-time, by taking a genetic coding approach to AI.

Why we are different:

State of the Art for automation companies was the static anthology approach which needs human interaction to grow with companies over time for helping them to automate business processes.

We go one step further ⇒ We dynamically automate up to 80% of business processes in real-time. Our patented genetic coding system enables continuous learning with constant improvement in quality and accuracy of automation.

Dynamic AI56 Florian Erlach President Dynamic AI56

12:00
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12:45
Self-service & Transactional Automation

The truth is today’s consumer is short on time and wants to avoid contacting customer support if at all possible. Customer self-service has become a cornerstone of great customer support. Reduce your incoming volume and increase satisfaction, by empowering your customer to resolve their own issues and automate where possible.

Automate the little things and you’ll empower you customer to do the transactional essentials, saving your agents for more complicated matters.

Utilize the latest technologies and formats to ensure your self-service options are easy to find navigate.

Troubleshooting guides are useless unless they provide comprehensive yet easy to follow solutions. Learn how to optimize yours.

Lego Remco Jansen Senior Manager Contact Center Operations Lego

Grindr Mario Sansalone Head of Customer Operations Grindr

VHT Ross Murdock Sales Director VHT

MODERATOR: CRMXchange Herbert Greenebaum Customer Experience CRMXchange

12:45
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13:45
Lunch Break
13:45
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14:15
Networking
  • Social Media Customer Service and Small Business Meet Up groups
  • Dedicated Brella meeting time
14:15
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14:45
The Next Era of Mobile Messaging

Millions of businesses rely on SMS to communicate with mobile consumers. Credit card fraud alerts, flight status updates, and package delivery notifications are common examples of business-to-consumer SMS. Though SMS meets the consumers needs for instant notification, it lacks the interactivity and personalization consumers expect.

Rich Business Messaging upgrades SMS with branding, rich media and analytics that lead to better consumer engagement. With RBM, businesses can bring branded, interactive mobile experiences, right to the default messaging app. By 2020, 86% of smartphones will be RBM-enabled. Join a Google expert to learn about the future of messaging and how major brands like Subway and Booking.com are already using this technology to reach their customers.

After this session, you’ll be able to:

  • Know how to reach customers through interactive messaging
  • Better prepare your brand for the future of messaging

Google Rob Lawson Partnerships Google

14:45
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15:30
Engage Your Community with Proactive and Peer to Peer Customer Support

Learn how to engage your customers before their issues become complaints. Bolster your reach with strategies for and encouraging your audience to help each other.

  • How to monitor for engagement opportunities and know when it’s appropriate to act – and when it’s just creepy!
  • Creating an engaged community of service advocates and safeguard against bad actors.
  • Engage in positive experiences to help promote the brand and drive loyalty.

NYC DoITT Patti Bayross Chief Customer Officer NYC DoITT

La Masion du Chocolat Rami Sarabi Country Manager La Masion du Chocolat

Financial Times Natalie Dowle Head of Americas, Customer Service Financial Times

MODERATOR: FocusVision Zoe Dowling SVP Research FocusVision

15:30
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16:00
8 Notes to a Rockin’ Support Team 

Drawing on over 18 years of experience at the Estee Lauder Companies and a lifetime as a musician, Laurie Toscano delivers the 8 key attributes of a successful support team.

  • Define clear expectations and empower your team to meet them.
  • Gauge the effectiveness of your team and learn how to find and cultivate Rockstars.
  • Why active leadership and cultural immersion are key to a harmonious support team.

Estée Lauder Laurie Toscano Former Executive Director, Global End User Services Estée Lauder

16:00
Conference Ends
Aaron Jackson

Aaron Jackson

Project Director
Incite Group

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

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