Pre-Conference Workshops : Tuesday, October 9, 2018

8:00 am - 8:15 am Check-in

8:15 am - 10:15 am WORKSHOP A: The Modern, Connected Customer: How to Deliver Personalized Service Across Channels

Today’s connected customers expect service to be as instant and easy as their personal conversations, raising the bar for service experience delivery across the board. In this workshop, learn how technology is changing the way consumers gather information, communicate and engage with brands. Discover strategies to empower employees to deliver mobile, conversational service to give your customers the best experience on their channel of choice, every time.

10:15 am - 10:30 am Check-in

10:30 am - 12:30 pm WORKSHOP B: Professor Customer: Empower Your Customers to Teach You CX Delivery they Crave

Jeff Arnold - Contact Center Operations Lead - Verizon Wireless Sales Chat Verizon Wireless
Jim Iyoob - Chief Customer Officer eTech Global Services
Artificial Intelligence is a natural fit for contact centers as it offers a solution for dealing with massive amounts of data. In this interactive workshop, find out how to automate descriptive and predictive tasks and free up agents’ time for strategic customer connections. Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technology as a catalyst for deeper customer engagement.


Jeff Arnold

Contact Center Operations Lead - Verizon Wireless Sales Chat
Verizon Wireless


Jim Iyoob

Chief Customer Officer
eTech Global Services

12:30 pm - 12:45 pm Check-in

12:45 pm - 2:45 pm WORKSHOP C: (working lunch) Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies to the Contact Center Industry

Brian LaRoche - Marketing Director CallMiner
While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this technology for contact centers to support of number of use cases. The opportunities to improve customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also learn about the areas where most clients DO in fact see ROI and what they do to achieve it.


Brian LaRoche

Marketing Director

2:45 pm - 3:00 pm Check-in

3:00 pm - 5:00 pm WORKSHOP D: Create Virtual Agents Leveraging Artificial Intelligence

Delivering world-class service with speed and efficiency in the modern experience economy requires the appropriate tools to be available 24x7x365 for your customers. Due to aging technologies and processes, many contact centers have been left behind when it comes to delivering service to today’s digitally connected, always-on customers. This interactive workshop examines how to approach the use of AI technology to transform antiquated customer contact models into the next generation mentality your customers crave. Walk away equipped with an understanding of what artificial intelligence can do for your customer function.

5:00 pm - 5:30 pm Workshops Conclude

5:30 pm - 5:30 pm Offsite Opening Reception