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  • SpeechTEK Free Virtual Sessions
  • CRM Evolution Free Virtual Sessions
  • Smart Customer Service Free Virtual Sessions
  • Free Virtual Roundtable
  • Tuesday Mar 15
  • Wednesday Mar 16
  • Thursday Mar 17
 
Sessions Brought to You by SpeechTEK
 
Sessions Brought to You by CRM Evolution
 
Sessions Brought to You by Smart Customer Service
11:00 AM ET
8:00 AM PT
Sessions Brought to You by SpeechTEK
STK1: Create a Voice Bot in Minutes that Saves Customers Hours
Length: 1 Hour
Speaker(s):
, Co-Founder, Co-Head of Engineering,Gridspace
, Lead Conversation Designer,Gridspace
Description: What does it take to put natural-sounding virtual agents into real-life contact centers? Based on his experience working with some of the largest and most innovative contact centers in the world, Anthony Scodary and the Gridspace team share examples and insights on building next-generation voice bots that can handle unique patient, customer and business conversations. The keynote talk will feature live conversations with Gridspace voice bots and a bot authoring demonstration to inspire your next conversational AI project.


12:00 PM ET
9:00 AM PT
Sessions Brought to You by SpeechTEK
Backstage Chat with Gridspace
Length: 15 Minutes
Speaker(s):
, Vice President,Larson Technical Services
Description: Join us for a Backstage Chat after the main presentation concludes for an informal chat with our speakers and moderator, Jim Larson, Chair of SpeechTEK Conference, and industry luminary. Bring your most perplexing questions and ask our experts!

11:00 AM ET
8:00 AM PT
Sessions Brought to You by CRM Evolution
CRM1: Aligning Employees and Customers for Best-in-Class Total Experience
Length: 1 Hour
Speaker(s):
, VP of Digital Engagement Solutions,CSG
Description: There are many challenges businesses face today, not only the regular challenge of maintaining loyalty and acquiring new customers, but there is also the significant strain of staffing and retention resources within the business as a result of the Great Resignation. How can today’s leading companies compete with diminishing internal resources while delivering best-in-class customer experiences? While many have invested in digital technologies to help customers help themselves, it’s crucial that businesses apply those same technologies to helping employees deliver great service experiences. This is the key to support growth and creating an optimized total experience approach. Mark Smith, VP of Digital Engagement Solutions at CSG, will explain how to apply these strategies for a better holistic experience by operationalizing from the inside out, and will cover real-life success stories from financial services, retail and telecommunications customers.


12:00 PM ET
9:00 AM PT
Sessions Brought to You by CRM Evolution
Backstage Chat with CSG
Length: 15 Minutes
Speaker(s):
, Partner,CRM Essentials
, Managing Principal,The 56 Group, LLC
Description: Join us for a Backstage Chat after the main presentation concludes for an informal chat with our speakers and moderators. Bring your most perplexing questions and ask our experts!

2:00 PM ET
11:00 AM PT
Sessions Brought to You by CRM Evolution
CRM3: The 5 Customer Service Traps that Derail Growth
Length: 1 Hour
Speaker(s):
, Senior Director of Product Marketing,Zendesk
Description: High-performing companies drive growth with customer service—we’ll show you how. We took data from over 97,000 Zendesk customers across 21 countries and have identified 5 traps that can derail growth. In this session we’ll spotlight these traps and share strategies for avoiding them.


11:00 AM ET
8:00 AM PT
Sessions Brought to You by Smart Customer Service
SCS1: The De-Centered Contact Center: Building Customer Loyalty in the Next Normal
Length: 1 Hour
Speaker(s):
, SVP, Chief Technology Officer,Alvaria
Description: What is at the heart of a great customer experience? With more of our world shifting to virtual, how can we leverage every customer encounter to drive lifetime loyalty? The pandemic has changed the world forever – there is no going back. Your customers have a new perspective on what is important to them. In fact, customer expectations for great contact center experiences are higher than ever. And, when you consider the enormous challenges of the “great resignation,” acquiring and retaining talent is tougher than ever. Across industries in every competitive landscape, companies are racing to meet the “next normal.” In this session we’ll cover how:
  • Contact center leaders can flip these headwinds and turn them to an advantage
  • Tremendous tech advances of recent years can help us execute successfully on a new vision
Plus, learn the top three priorities for delivering frictionless CX in 2022.


12:00 PM ET
9:00 AM PT
Sessions Brought to You by Smart Customer Service
Backstage Chat with Alvaria
Length: 15 Minutes
Speaker(s):
, Managing Partner,C5 Insight
Description: Join us for a Backstage Chat after the main presentation concludes for an informal chat with our speakers and moderator. Bring your most perplexing questions and ask our experts!

2:00 PM ET
11:00 AM PT
Sessions Brought to You by Smart Customer Service
SCS3: What the Future Holds for CX Organizations
Length: 1 Hour
Speaker(s):
, VP of Marketing,Kustomer, Meta
, Director of Content and Research,Kustomer, Meta
Description: With 79% of CX professionals believing the role of customer service to fuel business growth will become more important over the next three years, delivering an exceptional experience is more important than ever. In order to understand the direction that the customer experience is heading, we took out our crystal ball and tarot cards — in addition to surveying over 100 CX professionals — to predict how the world of CX will change over the next three years. Join Andrea Salerno and Gabe Larsen as they discuss the research and reveal:
  • CX organizations biggest weaknesses
  • The top priorities in CX
  • Which channels will grow in popularity
  • Where CX organizations are investing
  • The hyper-personalization differentiator


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