Wednesday, May 18
US/Eastern from 11 :00 AM to 11 :35 AM ( 35 mins )
[Welcome and Opening Keynote] Personalization in a Privacy Conscious World
Join CMSWire's Editor in Chief, Rich Hein as we kick off the DX Summit, "NextGen Customer Service Excellence," and hear from our keynote speaker, Camille Stewart, Global Head of Product Security Strategy at Google.
The pandemic drove more customers online than ever before. Even as the world opens up, this move from brick and mortar stores to increased online engagement means a shift in how companies think about and create customer engagement and personalized user experiences. Users expect more customization while simultaneously wanting to maintain their privacy. Security and tech leader, Camille Stewart, will discuss how to partner with security and product teams to balance curating a tailored customer experience with respecting privacy.
Wednesday, May 18
US/Eastern from 12 :55 PM to 1 :25 PM ( 30 mins )
[Panel] The VoC Playbook: Listening to the Customer Experience at Every Touchpoint
Touch points occur throughout the customer journey and are essential tools for creating an integrated VoC program. In this panel, we’ll discuss how feedback across channels provides the information necessary for a comprehensive analytics program. In-store, online, and at every support interaction, we’ll learn how touch points are an opportunity to build a complete picture of the customer journey.
Topics may include:
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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