Session Archives Now Available

In today’s environment, customer experience, CRM, customer service, and speech technologies are more critical than ever to the success of your organization. CX Connect 2021, brought to you by the producers of the SpeechTEK, CRM Evolution, and Smart Customer Service events, featured thought-provoking keynote presentations from the leading experts in customer experience, in-depth case study sessions from end users like you, and a special roundtable session for attendess to sample the technologies that should be on their short list.

If you missed any of the sessions or want to watch them again, see the full session archives below.

Tuesday, Jun 15

SpeechTEK Free Virtual Sessions


STK1. Why Voice AI, Why Now?

Tuesday, June 15: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

The future of customer service is rapidly evolving. Customer expectations are growing while patience is dwindling. Contact center costs are growing, and scaling while delivering exceptional experiences is becoming more challenging than ever.

Emerging technologies in CX are committed to resolving this conundrum, and Voice AI is at the frontline. Voice AI is the biggest disrupter to the customer experience, helping brands achieve the unimaginable: increasing revenue from customer loyalty while reducing operational costs.

For the first time ever, Voice AI is joining forces with human agents to improve CX by taking on Tier-1 issues, improving first contact resolution, and freeing up agents for escalations that require an empathic human connection that builds trust with customers.

How are leading commercial brands leveraging Voice AI in their customer journey? How is Voice AI used across industries - insurance versus hospitality, telecoms versus retail? What are the results? What’s the next frontier?

Learn more about this cutting edge technology that is becoming more mainstream than ever in this keynote.


, CEO, Replicant

, CTO and Co-Founder, Replicant

, Head of Product and Founding Member, Replicant


STK2. Empathy and Optimization: A Great Duo for CX

Tuesday, June 15: 12:30 p.m. - 1:30 p.m. (ET) / 9:30 a.m. - 10:30 a.m. (PT)

The future of work in customer service is all about how humans work alongside AI to create great customer experiences where customers feel understood and valued. Companies that ‘get it’ understand that AI is not a replacement but rather an enabler for the emotive responses that humans do best--the challenge they face is how to effectively blend AI and human interactions that are empathetic and meaningful for the customer.

Join us to learn more about:

-What does AI mean for the contact center

-Where is empathy important

-How to optimize the customer experience


, Vice President of Product, Concentrix

, GVP of Sales, Customer Experience Modernization, Concentrix


STK3. Case Study - Quality, Reliability, Scalability and Accuracy for the Contact Center

Tuesday, June 15: 2:00 p.m. - 3:00 p.m. (ET) / 11:00 a.m. - 12:00 p.m. (PT)

Bespoken is the leader in automated testing, training and monitoring for voice and chat. In this session, we will review our work with EPCOR, a major Canadian utility company, and how we increased customer satisfaction and ROI in their contact cetner. We worked with EPCOR to rapidly accelerate and improve their new IVA solution for reporting power outages.

This included:

- Raising quality and fixing bugs via our automated functional testing

- Increasing accuracy of speech recognition and understanding via our usability performance testing

- Ensuring reliability via ongoing monitoring and reporting

- Improving scalability via load testing

Join for what will be a compelling and practical session with Emerson Sklar, Chief Evangelist of Bespoken.


, Chief Evangelist, Bespoken Holdings, Inc.

Tuesday, Jun 15

Free Virtual Roundtable


Roundtable: Artificial Intelligence & Smart Customer Service

Tuesday, June 15: 3:30 p.m. - 4:30 p.m. (ET) / 12:30 p.m. - 1:30 p.m. (PT)

Artificial Intelligence is poised to revolutionize customer service, contact centers and the way organizations drive better Customer Experiences with speed, accuracy, and consistency. Join us on this roundtable webcast and learn how to differentiate your company with AI powered CX. Our panel of experts from Spitch, Cognigy, Calabrio, and Jitterbit will discuss how you can deploy AI and conversational technologies to achieve real improvements in CX metrics, and the bottom-line benefits that will follow. Our experts will discuss:

- How AI and machine learning are transforming the contact center

- How Conversational AI solves CX challenges

- Using Conversational Analytics in the discovery phase

- Omnichannel Virtual Assistant design best practices

- Why Your CX depends on Conversational Automation

- Why AI and CX depends on a 360-degree View of Customer Data

Attend this informative roundtable webcast and learn how AI and Smart Customer Service are working together to drive better business outcomes.

3:30 p.m. - 3:45 p.m. (ET) / 12:30 p.m. - 12:45 p.m. (PT)


, Director of Sales, Spitch

3:45 p.m. - 4:00 p.m. (ET) / 12:45 p.m. - 1:00 p.m. (PT)


, Product Marketing Manager, Calabrio

4:00 p.m. - 4:15 p.m. (ET) / 1:00 p.m. - 1:15 p.m. (PT)


, VP of Technology, Cognigy

4:15 p.m. - 4:30 p.m. (ET) / 1:15 p.m. - 1:30 p.m. (PT)


, VP of Marketing, Jitterbit

Wednesday, Jun 16

CRM Evolution Free Virtual Sessions


CRM1. You’re Ignoring the Most Important Ingredient of Customer Experience: Your Data

Wednesday, June 16: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

In the rush to adopt newer technologies like AI and machine learning, too many CX professionals are hamstrung by the most important ingredient of customer experience: data. Without high quality, report-ready data as a foundation, initiatives to personalize customer touchpoints and reduce customer effort will fall flat faster than you can say “360 degree view of the customer.” And with the pandemic accelerating the shift to digital channels, you need best-in-class engagement strategies for a digital-first world.

Join Kate Adams, Senior Vice President of Marketing at Validity, and Jeff Foley, Senior Director of Product Marketing at Validity, as they explore the tactics and tools that leading teams are leveraging to deliver exceptional service and eliminate the impact of bad data at each stage of the customer journey.

You’ll learn:

- What the root causes of bad data are, and how it’s impacting your customer experience

- Steps to address and repair bad data at the source, before it cascades through your database

- How to identify and remove friction points within your customer journeys

- Five customer experience plays you can implement today to surprise and delight your customers


, SVP of Marketing, Validity

, Sr. Director of Product Marketing, Validity


CRM2. AI-Driven Interaction Insights Powering the Future of Real-Time Work

Wednesday, June 16: 12:30 p.m. - 1:30 p.m. (ET) / 9:30 a.m. - 10:30 a.m. (PT)

Today’s workforce is expected to handle large volumes of interactions across a wide variety of new topics and compliance requirements and customers expect their answers to be immediate, empathetic and accurate.

During this session, Verint’s Daniel Ziv, vice president, global product strategy, speech and text analytics, will explore how interaction insights from speech, text and desktop analytics solutions can provide mission-critical insights for contact center and customer experience executives and power a new set of solutions that can guide agents in real time.


, Vice President, Speech and Text Analytics Global Product Strategy, Verint Customer Engagement Solutions

Thursday, Jun 17

Smart Customer Service Free Virtual Sessions


SCS1. What's Next in CX: Insights From Research on Modern Consumer Expectations

Thursday, June 17: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

What consumers expected from the customer experience just ten years ago, no longer holds true. In the past year, big box retailers were forced to become direct-to-consumer brands overnight. Many businesses closed their store fronts and focused on online operations. Subscription services, personalized products and flexible marketplaces are now sought after by modern consumers. And, most importantly, customers no longer see relationships with businesses as transactional — they see brands as an extension of their identity.

Kustomer went out and surveyed over 500 American consumers to understand how their expectations of customer service have changed over the past 18 months, the business impact of poor customer service, and what brands need to succeed. In this webinar you will learn about:

- Modern Customer Service Expectations

- The Changing Role of the Customer Service Organization

- Why Brands Can’t Afford Bad Customer Service

- The Omni-Experience Imperative

- Tools and Strategies to Flourish in 2021


, VP of Marketing, Kustomer, Meta

, Director of Research, Kustomer


SCS2. National Retailer Dissects Frictionless Experiences with AI-powered Virtual Agents

Thursday, June 17: 12:30 p.m. - 1:30 p.m. (ET) / 9:30 a.m. - 10:30 a.m. (PT)

TechStyle Fashion Group, operator of brands like ShoeDazzle, Fabletics, and JustFab, continues to optimize their omnichannel strategy over time to expand AI-powered self-service over voice and digital channel that saved over $1 million in operating expenses in just the first 3 months after go-live.

Hear best practices on delivering frictionless experiences with AI and how to iterate and improve over time to increase containment and deliver the best CX to customers.

- Insight into the evolving capabilities of virtual agents

- 3 things TechStyle wish they knew before they started

- Buy vs Build? Which approach is right for your business

- Best practices for frictionless experiences with AI


, Chief Marketing Officer, SmartAction

, Director, GMS Technology & WFM, TechStyle Fashion Group


SCS3. Your Customer Experience is Missing an Important Piece: The Phone Call

Thursday, June 17: 2:00 p.m. - 3:00 p.m. (ET) / 11:00 a.m. - 12:00 p.m. (PT)

When your business calls from an unknown number, your brand is anonymous. By branding your calls, displaying the “who” and “why” behind the call, you can increase your customer connections and deliver positive customer experiences.

Join First Orion as we delve into the insights and trends related to the today’s calling experience including the following:

- Understand why customers aren’t answering your calls.

- Explore the power of brand outgoing calls with your business name & logo.

- Demonstrate how businesses are increasing customer loyalty and trust.


, Senior Client Success Manager, First Orion

, Senior Solutions Architect, First Orion

A Free Virtual Event Featuring Sessions By