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NOVEMBER 16-17, 2017|New York, US

Conference Agenda

We are currently pulling together the agenda and speaker list for 2017. If you would like to be part of the research or join the speaking list, please put forward your suggestions to aaron@incite-group.com


Strategic Keynotes
08:30 - 09:00
Delivering an Effortless Experience – Provide Smooth, Timely and Proactive Customer Care

Experience 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
08:30 - 09:00
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.

08:30 - 09:00
Internal Buy in – Proving the Impact of Your Efforts with Solid KPI’s, Metrics and Benchmarks

Defining success and proving the value of your care operations is still a struggle for many companies. Ensure that you are measuring key metrics for satisfaction, retention, response, effort, handling time, quality and cost. Create a holistic assessment of your service operations and identify areas for growth.

08:30 - 09:00
Listen, Analyze, Innovate and Respond – Harnessing the Voice of the Customer to Deliver Unrivalled Experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

08:30 - 09:00
Working in Harmony with Other Business Units
  • Build awareness of the latest marketing campaigns and product changes, to help pre-empt periods of high volume and prepare your care teams effectively.
  • Share insights across the business to better understand your customer and deliver a better experience.
  • Ensure a consistent brand voice across the business.
08:30 - 09:00
Shift from Reactive to Proactive - Reduce Call Volumes Whilst Increasing Customer Retention through Pre-Emptive Service

Develop the strategy and capabilities that will put you on the front foot. Hear how to use data-forecasting and predicative analytics to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints.

Superior Social Support Track
08:30 - 09:00
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.

08:30 - 09:00
Proactive Social Care: Increasing Efficiency and Customer Retention

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

Learn how to:

  • Identify customers and potential issues on social networks, forums and product reviews
  • Learn when it’s appropriate to engage and when its creepy
08:30 - 09:00
Create and Engage an Online Community

Reduce incoming volume, divert call traffic to social and increase retention by building an engaged community of brand advocates.

Learn how to:

  • Raise awareness of your self-service and social care channels.
  • Facilitate peer to peer service.
  • Build customer loyalty and brand trust
08:30 - 09:00
Surprise and Delight on Social

Empower your team with the right structures, content and training to go above and beyond when responding to your customers. Create unique experiences that your customer will want to share.

08:30 - 09:00
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.

08:30 - 09:00
Real-Life Case Studies for Creating and Implementing Chatbots

Chatbots present a huge opportunity to deliver a fast-reliable service to an always on 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.
08:30 - 09:00
Speedy 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 response.

Personalized Experience at Scale Track
08:30 - 09:00
Maximizing Each Customer Interaction - Engage Your Customer Rather Than Serve.

View the contact center 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.

08:30 - 09:00
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.

Creating Best in Class Care Agents Track
08:30 - 09:00
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

08:30 - 09:00
Get Great Results from External Agents

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
08:30 - 09:00
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

Creating Best in Class Care Agents Track
08:30 - 09:00
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

08:30 - 09:00
Get Great Results from External Agents

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
08:30 - 09:00
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

B2B Social
08:30 - 09:00
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Speaker Logo Speakers_name Job_title Company_name

09:00 - 09:30
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Speaker Logo Speakers_name Job_title Company_name

Strategic Keynotes
08:30 - 09:00
Delivering an Effortless Experience – Provide Smooth, Timely and Proactive Customer Care

Experience 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
08:30 - 09:00
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.

08:30 - 09:00
Internal Buy in – Proving the Impact of Your Efforts with Solid KPI’s, Metrics and Benchmarks

Defining success and proving the value of your care operations is still a struggle for many companies. Ensure that you are measuring key metrics for satisfaction, retention, response, effort, handling time, quality and cost. Create a holistic assessment of your service operations and identify areas for growth.

08:30 - 09:00
Listen, Analyze, Innovate and Respond – Harnessing the Voice of the Customer to Deliver Unrivalled Experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

08:30 - 09:00
Working in Harmony with Other Business Units
  • Build awareness of the latest marketing campaigns and product changes, to help pre-empt periods of high volume and prepare your care teams effectively.
  • Share insights across the business to better understand your customer and deliver a better experience.
  • Ensure a consistent brand voice across the business.
08:30 - 09:00
Shift from Reactive to Proactive - Reduce Call Volumes Whilst Increasing Customer Retention through Pre-Emptive Service

Develop the strategy and capabilities that will put you on the front foot. Hear how to use data-forecasting and predicative analytics to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints.

Download your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Superior Social Support Track
08:30 - 09:00
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.

08:30 - 09:00
Proactive Social Care: Increasing Efficiency and Customer Retention

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

Learn how to:

  • Identify customers and potential issues on social networks, forums and product reviews
  • Learn when it’s appropriate to engage and when its creepy
08:30 - 09:00
Create and Engage an Online Community

Reduce incoming volume, divert call traffic to social and increase retention by building an engaged community of brand advocates.

Learn how to:

  • Raise awareness of your self-service and social care channels.
  • Facilitate peer to peer service.
  • Build customer loyalty and brand trust
08:30 - 09:00
Surprise and Delight on Social

Empower your team with the right structures, content and training to go above and beyond when responding to your customers. Create unique experiences that your customer will want to share.

08:30 - 09:00
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.

08:30 - 09:00
Real-Life Case Studies for Creating and Implementing Chatbots

Chatbots present a huge opportunity to deliver a fast-reliable service to an always on 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.
08:30 - 09:00
Speedy 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 response.

Download your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Personalized Experience at Scale Track
08:30 - 09:00
Maximizing Each Customer Interaction - Engage Your Customer Rather Than Serve.

View the contact center 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.

08:30 - 09:00
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.

Creating Best in Class Care Agents Track
08:30 - 09:00
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

08:30 - 09:00
Get Great Results from External Agents

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
08:30 - 09:00
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

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

Download the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown