The Agent-Assist AI Implementation Journey

Terri DeMent | Director of Consumer Services | Nestle Purina

Deliver better, more efficient customer experiences by tackling the overwhelming task of implementing AI for agent assist and understanding which features bring value. Explore Nestle Purina Petcare's AI agent assist journey, including vendor selection, implementation and planning for the future.

Rethinking the Customer Journey: What if the Effortless Experience isn't for Everyone?

Jeff Kays | CX Advisor | Sharpen CX

Based on new research from Fordham University's  Ahir Gopaldas and Lancaster University's Anton Sibert, we will explore the premise that everything we thought about creating "effortless experiences"  is not necessarily wrong, but is very likely incomplete.  Join us for an engaging conversation during which we will discuss: 

 - The four distinct types of customer journeys (Customer Journey Matrix)
 - The ideal customer types for each journey type
 - How to design ideal customer journeys for your customers

Best Practices Panel: Creating the "Access to Care Experience" within Healthcare

Mike Boudreau | Senior Director, CSP Contact Center Management | Eli Lilly
Claudio A. Pugliese | Assistant VP, Physicians Call Center Operations | Emblem Health

Come listen to our healthcare panelists share their experience and insight on the best methods to transform "interactions" into "Access to Care Experiences". Panelists will review best practices in adapting to the rising consumerism within the healthcare sectors and answer questions from the audience about specific challenges you may be facing. We hope you can join our sharing of ideas and approaches in creating a true CX in healthcare.

People Power: Stop Forcing Square Pegs into Round Holes

Milan Batinich | Director of Contact Center Services | AW Companies Inc.

Learn how to successfully match people with positions and retain employees from pre-hire to retire during this informative session. Gain insight on identifying key traits needed for your contact center employees and how to hire, onboard, motivate, coach and engage with agents resulting in higher productivity, job sentiment and agent satisfaction!

Ric Kosiba | Chief Data Scientist | Sharpen CX

Contact center AI projects can be large, sophisticated, and extremely narrow which typically solve complex problems many of us aren’t sure we have. What if we could develop something different— automation bots, informed by experience, expert systems, and AI—that solve or automate smaller functions to improve the contact center operation or our customer’s experience? In this session, we’ll discuss classes and examples of micro-bots, tools that are showing great promise for the contact center industry. 

Finding the Sweet Spot:

The Intersection of Peak Operational Efficiency & Highest Level CX
Christa Heibel | Founder & CEO | CH Consulting Group

CH Consulting Group works with healthcare clients to perform comprehensive contact center assessments and strategies, with a heavy focus in KPI modeling around future predicted growth and contact center models (ex: in-house vs. outsource vs. hybrid; WFM and productivity). By using effective application of technology and operational best practices, clients realize reduced labor costs and increased customer satisfaction. During this session, Christa Heibl will share details about several projects, including the systems utilized to provide critical contact center infrastructure needed to achieve the highest level of customer experience, CCA performance and KPI adherence.