World-class customer service is not simply a matter of smiling employees who say “please” and “thank you.” Everything your customer sees, hears, or touches impacts their experience. “Everything speaks.” This program highlights how delivering world-class service requires careful orchestration of the entire customer experience. Attendees will discover the key points of contact that make or break the customer experience; how to elevate the customer experience from ordinary to extraordinary; and customer service processes that make service excellence “business as usual.”

Today’s consumers expect to interact with businesses on their channels of choice including text, mobile apps and social — with self-service options quickly becoming their preferred mode of interaction. Join us for a look at “Consumer Engagement 20/20”. Learn how to enhance the customer experience and lower costs by empowering consumers through new text and messaging self-service options, while elevating the role of your agents to subject matter experts when help is needed.

Even though customer experience (CX) is a major priority for 2016–2017, strategists face a challenge that technology alone can’t solve. How executives see customers and how they see brands/ businesses are combining to create an experience divide that requires a shift in leadership to solve. The future of CX is a balance of BX (brand experience) and UX (user experience) all rooted in human-centered design. His new book, X: The Experience When Business Meets Design, is testament to his work. Brian Solis share his views on closing the experience divide and more so, building relationships through the design and cultivation of meaningful and shareable experiences.

Join Microsoft Dynamics CRM General Manager Jujhar Singh as he discusses with CRM Evolution Chair Paul Greenberg the future of customer engagement. Come listen over lunch to see how Microsoft is revolutionizing business process and productivity while innovating for the future which includes virtual assistants and the Internet of Things.

For a sports team, its on-the-field competitors are very different than its off-the-field competitors. Outside of the stadium, teams have to compete with other forms of entertainment for discretionary dollars (such as concerts, movies, restaurants, plays, etc.). How do sports teams compete? What do they have to know about their fans? What types of new engagement strategies must they deliver? This panel answers these questions and more. Plus, you can hang out with sports people, which is pretty useful and cool.