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Sessions Brought To You By Smart Customer Service
Sessions Brought To You By CRM Evolution
Sessions Brought To You By SpeechTEK

Tuesday Jun 13
Wednesday Jun 14
Thursday Jun 15

Sessions Brought To You By Smart Customer Service

Sessions Brought To You By CRM Evolution

Sessions Brought To You By SpeechTEK

11:30 AM ET
8:30 AM PT

Sessions Brought To You By Smart Customer Service

SCS1: Revolutionizing CX through AI

Length: 1 Hour

Speaker(s):
Geoff Ables, Managing Partner,C5 Insight
Elizabeth Tobey, Head of Marketing, Digital Solutions,NICE

Description: AI is here, and it’s already changing the way we think about conversations. When it comes to customer experiences, however, it takes more than a good large language model to deliver safe, trusted, and useful results. Join Elizabeth Tobey, head of marketing, digital solutions, at NICE to explore the impact of AI on the customer experience landscape, and how it’s changing the way we think about communication. Learn how to use generative AI to build your CX strategy; why AI needs more than good conversational tools to be truly effective; and a revolutionary new way to interact with unstructured data to deliver actionable results. Also showcased will be Enlighten Actions, the industry-first, AI-powered solution tailored to curate intelligent responses to any business inquiry using decades of historical CXi data and GPT generative AI. Tobey explains how NICE has combined OpenAI’s GPT model with Enlighten AI to deliver brilliantly human, actionable results.

1:30 PM ET
10:30 AM PT

Sessions Brought To You By Smart Customer Service

SCS2: Optimizing the Customer Experience While Dealing With Reduced Staff & Budget Cuts

Length: 1 Hour

Speaker(s):
Geoff Ables, Managing Partner,C5 Insight
Joanne Zehr, Director of Operations, Back Office,Constellation1
Pete Khanna, CEO,TeamSupport

Description: Today’s turbulent economic state is hitting every business in different ways. If you’re experiencing hiring freezes, staff reductions, or budget cuts, you’re likely trying to balance growing customer needs with limited resources. Join this session with leading customer service software provider TeamSupport as ways to ensure positive customer experiences during tough economic times are discussed. Along with special guest and customer, Constellation1, our speakers talk about the success of using your support software to do more with less and guarantee you’ll walk away with a plan to maintain and even increase your customer value.

3:30 PM ET
12:30 PM PT

Sessions Brought To You By Smart Customer Service

SCS3 - Cancelled

Length: 1 Hour

Description: This session has been cancelled.

11:30 AM ET
8:30 AM PT

Sessions Brought To You By CRM Evolution

CRM1: Harnessing Generative AI for CX & EX: A Practical Approach

Length: 1 Hour

Speaker(s):
Ian Jones, Head of Strategic Solutions,eGain
Eric Anderson, Senior Principal Product Manager,eGain

Description: ChatGPT has taken the world by storm with both Wall Street and Main Street furiously reading up on generative AI and what it can do for them—and to them. As someone in charge of CX and EX (employee experience), how do you harness this powerful technology to turbocharge your automation and human augmentation initiatives ? Attend this session to learn about generative AI and a step-by-step approach to leveraging it in your contact center and beyond: • Why use generative AI for CX and EX? • How does it fit into your knowledge management strategy? • What are the use cases? • A novel way to get going