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.

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!

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.

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!

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.

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:

Plus, learn the top three priorities for delivering frictionless CX in 2022.

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!

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: