Smart Customer Service

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