Smart Customer Service

Thursday, Mar 17

Sessions Brought to You by Smart Customer Service


SCS1. The De-Centered Contact Center: Building Customer Loyalty in the Next Normal

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

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.


, SVP, Chief Technology Officer, Alvaria


Backstage Chat with Alvaria

Thursday, March 17: 12:00 p.m. - 12:15 p.m. (ET) / 9:00 a.m. - 9:15 a.m. (PT)

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!


, Managing Partner, C5 Insight


SCS3. What the Future Holds for CX Organizations

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

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

, VP of Marketing, Kustomer, Meta

, Director of Content and Research, Kustomer, Meta

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