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NOVEMBER 16-17, 2017|New York, US

Conference Agenda


Day 1

09:00 - 09:15
Welcome to the Conference
09:15 - 10:00
Delivering an Effortless Experience – How AI, Anytime, Anywhere Service and the Sharing Economy Inspire Samsung’s Future of Customer Care

Experience is everything. To thrive in a world of ever-increasing competition and heightened customer expectation, brands must solve everyday issues quickly and easily—and, with a human touch. Samsung Electronics America Senior Vice President, Customer Care, Michael Lawder and TechCrunch’s Fitz Tepper explore how Samsung’s 21st century customer service offerings fit the 21st century consumer’s demands.

Samsung Electronics America Michael Lawder Senior Vice President of Customer Care Samsung Electronics America

Moderator: Tech Crunch Fitz Tepper Writer Tech Crunch

10:00 - 10:45
Empowering your Agents: Harnessing Digital Transformation to Supercharge your Workforce

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Find out how Microsoft is supercharging their workforce through AI, Machine Learning, and other technologies, to arm their agents with detailed customer information and insights and leverage the expertise of thousands of agents around the world to provide a memorable support experience and create customer fans.

Microsoft Aileen Allkins Corporate Vice President, Customer Service & Support Microsoft

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

10:45 - 11:15
Coffee Break
11:15 - 12:00
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.

Symantec Richard Gianvecchio Vice President, Norton Support and Services Symantec

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Conversocial Josh March CEO and Founder Conversocial

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

12:00 - 12:45
Achieving Seamless Service – Making Chat, Social, Email and Phone Work in Harmony

Customers expect companies to engage and serve their customers seamlessly across multiple platforms, channels, departments and life-cycles.

Learn how to break down internal silos, connect customer data and deliver a frictionless customer experience.

Sykes Sarah Grace McCandless Director, Global Product Management, Digital Services Sykes

WellsFargo Tammy Twedt Assistant Vice President, Home Lending Social Care Servicing WellsFargo

McKesson Dawn Bradney VP Customer Support and Audit McKesson

McDonalds Dan Gingiss Senior Director, Global Social Media McDonalds

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

12:45 - 1:15
Social Media: A Phisher’s Paradise

Social media is a breeding ground for a variety of threats, especially phishing. In fact, the number of phishing links in social media grew 70% from Q1 to Q2 this year.

Join us in this session as we take a tour through the current social media phishing landscape. We’ll explore real-life examples of the different types of phishing schemes hackers use today: From the most basic phishing schemes to the more clever ones hackers use to target social media customer care or support accounts.

Proofpoint Brent Plow Director, Digital Risk & Compliance Proofpoint

1:15 - 2:15
Lunch
Superior Digital Care Track
Personalized Experience at Scale Track
2:15 - 3:00
Operationalizing Your Social Care Team for Scale

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

Symantec Tim Lopez Head of Global Social Media Customer Care Symantec

Rogers Margaret Tsuji Senior Manager, Social Media Support Rogers

Moderator: Lithium Technologies Dave Evans VP, Social Strategy Lithium Technologies

Maximizing Each Customer Interaction - Engage Your Customer Rather Than Serve.

View each customer interaction as an opportunity to build deeper relationships with customers rather than just resolve issues.

Learn how to create a true engagement center optimized to build trust, retain customers and eliminate calls rather than just process them.

Marcus by Goldman Sachs Elisabeth Job Kozack Vice President, Product Strategy & Customer Experience Marcus by Goldman Sachs

Plated Daryl Unger Vice President Customer Experience Plated

Tenfold Sean Pinegar Co-Founder Tenfold

Chicagoland Stephanie Leese Emrich President/Chief Service Officer, National Customer Service Association (NCSA) Chicagoland

3:00 - 3:30
Pragmatic Approaches to AI in Customer Service

Gartner says, “'Conversational AI-first' will supersede 'cloud-first, mobile-first' as the most important, high-level imperative for the next 10 years." This discussion will focus on strategies around leveraging AI and machine learning for omnichannel customer service to enhance customer experience.

Agent IQ Craig Davis CEO and Founder Agent IQ

Agent IQ Slaven Bilac CTO Agent IQ

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

We Build Better Brands Through Brain Science

THE GO LAB is a brand strategy and customer experience design consultancy that develops, grow and transforms brands through the art and science of human understanding. Rooted in our scientifically based 8-pillar approach, called Brain Friending Branding®, we help clients create intuitively satisfying customer experiences, ones that attract customers effortlessly and retain them for life.

By leveraging our BRAIN FRIENDLY BRANDING® principles, along with other proprietary tools, we work with clients to:

  • Articulate their brand purpose, passion and story with our BRAND DNA FRAMEWORK
  • Create an optimized CUSTOMER EXPERIENCE BLUEPRINT
  • Gain cross-discipline alignment on impediments to success, and develop an Action Plan for tackling them

For more information on how we can make your brand “Brain Friendly”, visit us at wearethegolab.com or contact megan@wearethegolab.com

THE GO LAB Megan Kent CEO THE GO LAB

3:30 - 4:00
Coffee Break
4:00 - 4:30
Are Chatbots the New Revolution in Service?

See how the new guy in service “Mr. Chatbot" can make your customers happy in each and every channel.

Learn how your service can be automated with sophisticated knowledge management and powerful self-service which is a perfect base for the chatbot.

kcenter USU Sven Kolb Managing Director kcenter USU

An Underdog Story: How to use AI to Lower Costs and Boost Agent Efficiency

Republic Wireless is small, yet with close to half a million members, they have huge scale. While they can’t beat AT&T on muscle power, or money, they can beat them in efficiency. Learn how this underdog uses AI to level the playing field to compete with the big players. You’ll hear how they scale customer support without incurring the costs of the large companies (their team of just over 100 agents manages 30K tickets per month!). How? They’ve ditched the call center for electronic tickets, they don’t use wimpy chatbots to interface with customers, and they partner with AnswerIQ to give their agents the tools they need to be successful.

AnswerIQ Pradeep Rathinam CEO AnswerIQ

Republic Wireless Sean Rivers Director, Operations Technology Republic Wireless

4:30 - 5:15
Proactive Social Care: Engage Your Online Community

Proactively engage your social customers to solve their issues before they become complaints.

Learn how to:

  • Engage your online community on customer service
  • Identify customers and potential issues on social networks
  • Learn when it’s appropriate to engage and when its creepy

Volaris Hector Espinosa Customer Manager Volaris

Motorola Solutions, Inc. Daniella Peting Social Media Manager, North America, Global Co-Lead, Social Media Center of Excellence Motorola Solutions, Inc.

A Verint Company Jon Allen VP and GM, Telligent A Verint Company

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

Reduce Your Waiting Times - Identifying and Meeting Customer Expectations, Quickly and Effectively

Evolve your prioritization and escalation so you can move at the pace of your customer. Deliver real-time personalized support in the channel of their choice.

Bitly Dan Touchette Director of Product Bitly

Warner Music Group Jeff Stephenson Sr. Director of Customer Service Warner Music Group

C-Suite Network and beBee Matt Sweetwood CEO and Advisor C-Suite Network and beBee

5:15 - 5:45
The Evolution of Customer Conversations: Why Social Messaging Is a Game-Changer for Customer Care

While the pursuit of “Omnichannel” engagement rages on, more and more consumers across a broad demographic spectrum are showing a preference for social messaging apps as a means for engaging with businesses.

In this Day 1 closing session, Conversocial takes a look at how customer-centric brands like Volaris Airlines are uncovering huge value in committing to social messaging as a customer care channel.

Conversocial Jason Valdina Director of Product Marketing Conversocial

volaris Andreas Waldmann Director of Digital Volaris Airlines

5:45 - 7:00
Networking Drinks Reception

Day 2

Superior Digital Care & Automation Track
Creating Best in Class Care Agents
9:30 - 10:15
Keeping up with the Messaging App Revolution – Best in Class Strategies for Live Chat and Messenger

The number of active users using messaging apps has now surpassed that of social networks. Live chat agents can handle up to three times more cases than call based support, but customers expect a faster response than traditional social networks.

Refine your strategy to utilize Facebook messenger, Twitter direct messages and live chat to drive down response times and increase customer satisfaction.

Sykes Sarah Grace McCandless Director, Global Product Management, Digital Services Sykes

Transport Security Administration David Johnston Social Media Strategist Transport Security Administration

Moderator: Social Media Scrum Paolo Fabrizio Social Customer Service Author Social Media Scrum

Recruit, Train, Motivate and Retain the Ultimate Care Team

Support agents are your most important resource in driving customer satisfaction.

Ensure you are hiring candidates with the right skillset for each role.

Then structure your training and career development processes to generate empowered brand enthusiasts and retain your top agents

Verizon Michele Pollard Gonzalez Associate Director Verizon

Bond Justin Barry Head of Account Management and Customer Service Bond

Moderator: LivingBluPrints Linda Stacy CEO & Founder LivingBluPrints

10:15 - 11:00
Real-Life Case Studies for Creating and Implementing Chatbots

Chatbots present a huge opportunity to deliver a fast-reliable service to an always on the go consumer. However, done in the wrong way, they can deliver a frustrating and jarring experience.

Learn how to:

  • Identify the tasks that are appropriate for a chatbot to complete.
  • Ensure your bot mirrors your brand voice.
  • Conduct appropriate testing to fine tune the experience you provide
  • Embed chatbots into your care operation and ensure seamless and timely transitions from bot to agent.

Microsoft Jered Aasheim Partner Software Engineering Manager Microsoft

Moderator: Social Media Scrum Paolo Fabrizio Social Customer Service Author Social Media Scrum

Working with Off-site Agents to Deliver Exceptional Customer Care

Working with outsourcers and home agents presents a unique set of challenges and opportunities.

Learn how to:

  • Ensure your external agents feel like part of the family and ensure they have the same product knowledge, skill base and passion as the rest of the team.
  • Utilizing the ‘gig economy’ for on demand staffing

Intuit Fiona Blakesely Director of Customer Care Intuit

La Maison du Chocolat Rami Sarabi Country Manager - USA La Maison du Chocolat

The Estée Lauder Companies Inc. Laurie Toscano Executive Director, Global IT Service Desks/End User Services The Estée Lauder Companies Inc.

Moderator: Gartner Beth Coppinger Supply Chain Research Director Gartner

11:00 - 11:30
Coffee Break
11:30 - 12:00
Using Artificial Intelligence and Virtual Agents to Automate the Contact Center

Customer self-service has become a cornerstone to successful contact center operations and a key piece of the customer experience. Join this interactive session discussing how, by blending advanced technologies like AI and Speech Recognition, intelligent virtual agents reliably handle complex but repetitive tasks that are currently assigned to live agents. This talk will outline specific use cases from innovative brands that shifted these processes to self-service, significantly improving cost efficiency and boosting customer experience.

SmartAction Charlie Schrier Director of Product Marketing, SmartAction

SmartAction Eric Janeczek VP of Customer Experience SmartAction

Reverse Engineering a Successful Knowledge Management Strategy

More information coming soon...

Shopify Dana Tessier Director of Knowledge Management Shopify

12:00 - 12:45
Speedy and Meaningful Social Media Response

39 percent of people who complain on social expect a reply within sixty minutes, yet the average response time from businesses is five hours.

Hear how to close that expectation gap and satisfy your customer with a rapid but meaningful response.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Hertz Laura Smith Vice President Customer Success Hertz

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

Empower Your Agents in Any Situation by Providing Access to the Information They Need in Real Time

The answer to most customer support issues already exists inside your company. However, it is often a challenge for your agents to find and deploy it.

Combine an on-demand knowledge base with customer insights to empower your agent and reduce resolution times

The Estée Lauder Companies Inc. Laurie Toscano Executive Director, Global IT Service Desks/End User Services The Estée Lauder Companies Inc.

DigitalGenius Inc Titus Capilnean Director of Marketing DigitalGenius Inc

Moderator: Professional Association for Customer Engagement Stuart Discount Chairman of The Board Professional Association for Customer Engagement

12:45 - 1:45
Lunch
1:45 - 2:15
How to Create Shareable Experiences and Optimize Your Customer Service

Today, every single experience a customer has with your brand – whether it starts offline or online – can be instantly shared with friends and followers, causing major impacts to customer service teams. In this keynote presentation, you’ll learn how McDonald’s and other companies have learned to identify the brand value of shareable experiences, promoting the positive ones to impact brand sentiment. The result is a more streamlined customer service process that can better focus on helping customers and deliver on the brand promise of being Customer Obsessed.

McDonalds Dan Gingiss Senior Director, Global Social Media McDonalds

2:15 - 3:00
The Voice of Experience: How Language Can Improve Your Customer Service

Everyone’s talking about customer experience. And yet, in all the conversations about customer journeys and touch points, most people overlook the one tool everyone uses every single day: their words.

In an industry where products are complex and jargon is widespread, Cisco saw an opportunity to give customers more. By using language to deliver better experiences, they’re building stronger relationships with customers. While cutting costs and solving problems faster.

What You Will Learn

How to rethink the way you use language and design a program that gets measurable results.

You’ll walk away knowing how your words can help you:

  • empower your teams to deliver a better customer experience
  • resolve problems faster and cut costs of engagement
  • improve relationships with customers and turn bad experiences into stronger bonds
  • measure success along the way

Cisco Systems Mark Buchanan Global Brand Experience and Brand Language Program Lead Cisco Systems

Moderator: The Writer Georgina Bromwich Trainer and writer The Writer

3:00 - 3:30
Digital Care: Emerging Trends and Future Strategies

How Comcast are reacting to changing customer expectations and new technologies to improve the overall customer experience, increase loyalty, and drive business growth.

Comcast Calvin St Juste Head of Digital Customer Care Comcast

3:30
Closing Speech

Full Agenda

09:00 - 09:15
Welcome to the Conference
09:15 - 10:00
Delivering an Effortless Experience – How AI, Anytime, Anywhere Service and the Sharing Economy Inspire Samsung’s Future of Customer Care

Experience is everything. To thrive in a world of ever-increasing competition and heightened customer expectation, brands must solve everyday issues quickly and easily—and, with a human touch. Samsung Electronics America Senior Vice President, Customer Care, Michael Lawder and TechCrunch’s Fitz Tepper explore how Samsung’s 21st century customer service offerings fit the 21st century consumer’s demands.

Samsung Electronics America Michael Lawder Senior Vice President of Customer Care Samsung Electronics America

Moderator: Tech Crunch Fitz Tepper Writer Tech Crunch

10:00 - 10:45
Empowering your Agents: Harnessing Digital Transformation to Supercharge your Workforce

We entrust agents with two of our most precious assets every day – our customers and our brand – yet we don’t always equip them with the insights and tools to serve our customers in the best way possible. Find out how Microsoft is supercharging their workforce through AI, Machine Learning, and other technologies, to arm their agents with detailed customer information and insights and leverage the expertise of thousands of agents around the world to provide a memorable support experience and create customer fans.

Microsoft Aileen Allkins Corporate Vice President, Customer Service & Support Microsoft

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

10:45 - 11:15
Coffee Break
11:15 - 12:00
Delivering an Effortless Resolution – Provide Smooth, Timely and Proactive Customer Care

Effortless is everything… to thrive in a world of ever-increasing competition and heightened customer expectation you are expected to solve everyday issues quickly and easily.

In this session, we will cover:

  • Understand your customer and deliver a personalized experience for a quicker resolution.
  • Be where your customer is and resolve in channel.
  • Be pre-emptive rather than just responsive.

Symantec Richard Gianvecchio Vice President, Norton Support and Services Symantec

Citi Sarah Brownback Wortman Senior Vice President, Global Social Listening and Customer Engagement Citi

Conversocial Josh March CEO and Founder Conversocial

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

12:00 - 12:45
Achieving Seamless Service – Making Chat, Social, Email and Phone Work in Harmony

Customers expect companies to engage and serve their customers seamlessly across multiple platforms, channels, departments and life-cycles.

Learn how to break down internal silos, connect customer data and deliver a frictionless customer experience.

Sykes Sarah Grace McCandless Director, Global Product Management, Digital Services Sykes

WellsFargo Tammy Twedt Assistant Vice President, Home Lending Social Care Servicing WellsFargo

McKesson Dawn Bradney VP Customer Support and Audit McKesson

McDonalds Dan Gingiss Senior Director, Global Social Media McDonalds

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

12:45 - 1:15
Social Media: A Phisher’s Paradise

Social media is a breeding ground for a variety of threats, especially phishing. In fact, the number of phishing links in social media grew 70% from Q1 to Q2 this year.

Join us in this session as we take a tour through the current social media phishing landscape. We’ll explore real-life examples of the different types of phishing schemes hackers use today: From the most basic phishing schemes to the more clever ones hackers use to target social media customer care or support accounts.

Proofpoint Brent Plow Director, Digital Risk & Compliance Proofpoint

1:15 - 2:15
Lunch
Superior Digital Care Track
Personalized Experience at Scale Track
2:15 - 3:00
Operationalizing Your Social Care Team for Scale

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

Symantec Tim Lopez Head of Global Social Media Customer Care Symantec

Rogers Margaret Tsuji Senior Manager, Social Media Support Rogers

Moderator: Lithium Technologies Dave Evans VP, Social Strategy Lithium Technologies

Maximizing Each Customer Interaction - Engage Your Customer Rather Than Serve.

View each customer interaction as an opportunity to build deeper relationships with customers rather than just resolve issues.

Learn how to create a true engagement center optimized to build trust, retain customers and eliminate calls rather than just process them.

Marcus by Goldman Sachs Elisabeth Job Kozack Vice President, Product Strategy & Customer Experience Marcus by Goldman Sachs

Plated Daryl Unger Vice President Customer Experience Plated

Tenfold Sean Pinegar Co-Founder Tenfold

Chicagoland Stephanie Leese Emrich President/Chief Service Officer, National Customer Service Association (NCSA) Chicagoland

3:00 - 3:30
Pragmatic Approaches to AI in Customer Service

Gartner says, “'Conversational AI-first' will supersede 'cloud-first, mobile-first' as the most important, high-level imperative for the next 10 years." This discussion will focus on strategies around leveraging AI and machine learning for omnichannel customer service to enhance customer experience.

Agent IQ Craig Davis CEO and Founder Agent IQ

Agent IQ Slaven Bilac CTO Agent IQ

Moderator: Ogilvy Evan Shumeyko Executive Director, Strategy Ogilvy

We Build Better Brands Through Brain Science

THE GO LAB is a brand strategy and customer experience design consultancy that develops, grow and transforms brands through the art and science of human understanding. Rooted in our scientifically based 8-pillar approach, called Brain Friending Branding®, we help clients create intuitively satisfying customer experiences, ones that attract customers effortlessly and retain them for life.

By leveraging our BRAIN FRIENDLY BRANDING® principles, along with other proprietary tools, we work with clients to:

  • Articulate their brand purpose, passion and story with our BRAND DNA FRAMEWORK
  • Create an optimized CUSTOMER EXPERIENCE BLUEPRINT
  • Gain cross-discipline alignment on impediments to success, and develop an Action Plan for tackling them

For more information on how we can make your brand “Brain Friendly”, visit us at wearethegolab.com or contact megan@wearethegolab.com

THE GO LAB Megan Kent CEO THE GO LAB

3:30 - 4:00
Coffee Break
4:00 - 4:30
Are Chatbots the New Revolution in Service?

See how the new guy in service “Mr. Chatbot" can make your customers happy in each and every channel.

Learn how your service can be automated with sophisticated knowledge management and powerful self-service which is a perfect base for the chatbot.

kcenter USU Sven Kolb Managing Director kcenter USU

An Underdog Story: How to use AI to Lower Costs and Boost Agent Efficiency

Republic Wireless is small, yet with close to half a million members, they have huge scale. While they can’t beat AT&T on muscle power, or money, they can beat them in efficiency. Learn how this underdog uses AI to level the playing field to compete with the big players. You’ll hear how they scale customer support without incurring the costs of the large companies (their team of just over 100 agents manages 30K tickets per month!). How? They’ve ditched the call center for electronic tickets, they don’t use wimpy chatbots to interface with customers, and they partner with AnswerIQ to give their agents the tools they need to be successful.

AnswerIQ Pradeep Rathinam CEO AnswerIQ

Republic Wireless Sean Rivers Director, Operations Technology Republic Wireless

4:30 - 5:15
Proactive Social Care: Engage Your Online Community

Proactively engage your social customers to solve their issues before they become complaints.

Learn how to:

  • Engage your online community on customer service
  • Identify customers and potential issues on social networks
  • Learn when it’s appropriate to engage and when its creepy

Volaris Hector Espinosa Customer Manager Volaris

Motorola Solutions, Inc. Daniella Peting Social Media Manager, North America, Global Co-Lead, Social Media Center of Excellence Motorola Solutions, Inc.

A Verint Company Jon Allen VP and GM, Telligent A Verint Company

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

Reduce Your Waiting Times - Identifying and Meeting Customer Expectations, Quickly and Effectively

Evolve your prioritization and escalation so you can move at the pace of your customer. Deliver real-time personalized support in the channel of their choice.

Bitly Dan Touchette Director of Product Bitly

Warner Music Group Jeff Stephenson Sr. Director of Customer Service Warner Music Group

C-Suite Network and beBee Matt Sweetwood CEO and Advisor C-Suite Network and beBee

5:15 - 5:45
The Evolution of Customer Conversations: Why Social Messaging Is a Game-Changer for Customer Care

While the pursuit of “Omnichannel” engagement rages on, more and more consumers across a broad demographic spectrum are showing a preference for social messaging apps as a means for engaging with businesses.

In this Day 1 closing session, Conversocial takes a look at how customer-centric brands like Volaris Airlines are uncovering huge value in committing to social messaging as a customer care channel.

Conversocial Jason Valdina Director of Product Marketing Conversocial

volaris Andreas Waldmann Director of Digital Volaris Airlines

5:45 - 7:00
Networking Drinks Reception

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Superior Digital Care & Automation Track
Creating Best in Class Care Agents
9:30 - 10:15
Keeping up with the Messaging App Revolution – Best in Class Strategies for Live Chat and Messenger

The number of active users using messaging apps has now surpassed that of social networks. Live chat agents can handle up to three times more cases than call based support, but customers expect a faster response than traditional social networks.

Refine your strategy to utilize Facebook messenger, Twitter direct messages and live chat to drive down response times and increase customer satisfaction.

Sykes Sarah Grace McCandless Director, Global Product Management, Digital Services Sykes

Transport Security Administration David Johnston Social Media Strategist Transport Security Administration

Moderator: Social Media Scrum Paolo Fabrizio Social Customer Service Author Social Media Scrum

Recruit, Train, Motivate and Retain the Ultimate Care Team

Support agents are your most important resource in driving customer satisfaction.

Ensure you are hiring candidates with the right skillset for each role.

Then structure your training and career development processes to generate empowered brand enthusiasts and retain your top agents

Verizon Michele Pollard Gonzalez Associate Director Verizon

Bond Justin Barry Head of Account Management and Customer Service Bond

Moderator: LivingBluPrints Linda Stacy CEO & Founder LivingBluPrints

10:15 - 11:00
Real-Life Case Studies for Creating and Implementing Chatbots

Chatbots present a huge opportunity to deliver a fast-reliable service to an always on the go consumer. However, done in the wrong way, they can deliver a frustrating and jarring experience.

Learn how to:

  • Identify the tasks that are appropriate for a chatbot to complete.
  • Ensure your bot mirrors your brand voice.
  • Conduct appropriate testing to fine tune the experience you provide
  • Embed chatbots into your care operation and ensure seamless and timely transitions from bot to agent.

Microsoft Jered Aasheim Partner Software Engineering Manager Microsoft

Moderator: Social Media Scrum Paolo Fabrizio Social Customer Service Author Social Media Scrum

Working with Off-site Agents to Deliver Exceptional Customer Care

Working with outsourcers and home agents presents a unique set of challenges and opportunities.

Learn how to:

  • Ensure your external agents feel like part of the family and ensure they have the same product knowledge, skill base and passion as the rest of the team.
  • Utilizing the ‘gig economy’ for on demand staffing

Intuit Fiona Blakesely Director of Customer Care Intuit

La Maison du Chocolat Rami Sarabi Country Manager - USA La Maison du Chocolat

The Estée Lauder Companies Inc. Laurie Toscano Executive Director, Global IT Service Desks/End User Services The Estée Lauder Companies Inc.

Moderator: Gartner Beth Coppinger Supply Chain Research Director Gartner

11:00 - 11:30
Coffee Break
11:30 - 12:00
Using Artificial Intelligence and Virtual Agents to Automate the Contact Center

Customer self-service has become a cornerstone to successful contact center operations and a key piece of the customer experience. Join this interactive session discussing how, by blending advanced technologies like AI and Speech Recognition, intelligent virtual agents reliably handle complex but repetitive tasks that are currently assigned to live agents. This talk will outline specific use cases from innovative brands that shifted these processes to self-service, significantly improving cost efficiency and boosting customer experience.

SmartAction Charlie Schrier Director of Product Marketing, SmartAction

SmartAction Eric Janeczek VP of Customer Experience SmartAction

Reverse Engineering a Successful Knowledge Management Strategy

More information coming soon...

Shopify Dana Tessier Director of Knowledge Management Shopify

12:00 - 12:45
Speedy and Meaningful Social Media Response

39 percent of people who complain on social expect a reply within sixty minutes, yet the average response time from businesses is five hours.

Hear how to close that expectation gap and satisfy your customer with a rapid but meaningful response.

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

Hertz Laura Smith Vice President Customer Success Hertz

Moderator: Socially Supportive Podcast Frankie Saucier Founder Socially Supportive Podcast

Empower Your Agents in Any Situation by Providing Access to the Information They Need in Real Time

The answer to most customer support issues already exists inside your company. However, it is often a challenge for your agents to find and deploy it.

Combine an on-demand knowledge base with customer insights to empower your agent and reduce resolution times

The Estée Lauder Companies Inc. Laurie Toscano Executive Director, Global IT Service Desks/End User Services The Estée Lauder Companies Inc.

DigitalGenius Inc Titus Capilnean Director of Marketing DigitalGenius Inc

Moderator: Professional Association for Customer Engagement Stuart Discount Chairman of The Board Professional Association for Customer Engagement

12:45 - 1:45
Lunch
1:45 - 2:15
How to Create Shareable Experiences and Optimize Your Customer Service

Today, every single experience a customer has with your brand – whether it starts offline or online – can be instantly shared with friends and followers, causing major impacts to customer service teams. In this keynote presentation, you’ll learn how McDonald’s and other companies have learned to identify the brand value of shareable experiences, promoting the positive ones to impact brand sentiment. The result is a more streamlined customer service process that can better focus on helping customers and deliver on the brand promise of being Customer Obsessed.

McDonalds Dan Gingiss Senior Director, Global Social Media McDonalds

2:15 - 3:00
The Voice of Experience: How Language Can Improve Your Customer Service

Everyone’s talking about customer experience. And yet, in all the conversations about customer journeys and touch points, most people overlook the one tool everyone uses every single day: their words.

In an industry where products are complex and jargon is widespread, Cisco saw an opportunity to give customers more. By using language to deliver better experiences, they’re building stronger relationships with customers. While cutting costs and solving problems faster.

What You Will Learn

How to rethink the way you use language and design a program that gets measurable results.

You’ll walk away knowing how your words can help you:

  • empower your teams to deliver a better customer experience
  • resolve problems faster and cut costs of engagement
  • improve relationships with customers and turn bad experiences into stronger bonds
  • measure success along the way

Cisco Systems Mark Buchanan Global Brand Experience and Brand Language Program Lead Cisco Systems

Moderator: The Writer Georgina Bromwich Trainer and writer The Writer

3:00 - 3:30
Digital Care: Emerging Trends and Future Strategies

How Comcast are reacting to changing customer expectations and new technologies to improve the overall customer experience, increase loyalty, and drive business growth.

Comcast Calvin St Juste Head of Digital Customer Care Comcast

3:30
Closing Speech
Aaron Jackson

Aaron Jackson

Project Director
Incite Group

US: 1 800 814 3459 ex.7244

UK: +44 (0) 207 375 7244

Email: aaron@incite-group.com

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription