Wednesday, May 18
US/Eastern from 2 :00 PM to 2 :30 PM ( 30 mins )
[Networking Break] Virtual Lounge
Join your peers and speakers in the Lounge for virtual networking. Discuss the day's sessions, ask questions, and make connections across industries -- and even across the globe.
How does it work? Move your avatar around the networking space to meet people. To join a conversation, move closer. To leave it, move away. It’s that simple.
Thursday, May 19
US/Eastern from 11 :00 AM to 11 :40 AM ( 40 mins )
[Welcome and Keynote Address] The Call Center Revolution
Join CMSWire.com's Editor in Chief, Rich Hein, as we kick off day two of the Digital Experience Summit, "NextGen Customer Service Excellence."
In our everything as a service world, call centers are going through a revolution. Tools like AI and predictive analytics are driving automation and cost reduction. At the same time, they are increasing the complexity of the products and services operators must support. In a world of automation, our operators will often be the first human touch our customers will experience. That means that they will be the only moment to make an unexpected cross sell or upsell and only opportunity to win back a frustrated customer. In an increasingly disruptive world, we need to stop looking at call centers as a cost center and to look at them as a new source of growth. In this powerful talk you'll gain tools to do so!
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