Upcoming Events

  • Improving Quality Assurance in the Contact Center with Artificial Intelligence


    Jan 27, 01:00 PM - 02:30 PM (ET)
    Execs in the Know invites you to join us for an interactive customer experience (CX) Executive Roundtable “ Improving Quality Assurance in the Contact Center with Artificial Intelligence ,” taking place on Thursday, January 27th. During our time together, we will discuss the efficiency advantages of deploying artificial intelligence (AI) with your quality assurance (QA) program. Join Karen Smith, SVP, Enterprise Sales and Global Sales Ambassador at Uniphore, as she leads a discussion about how brands can boost the effectiveness of their QA program using AI. Businesses today are looking to monitor and analyze their customer-agent interactions to ensure optimum efficiency in the contact center. The challenge: manually examining the number of interactions needed to effectively move the quality needle can be difficult, if not impossible. During this special discussion, you’ll discover how the use of AI-powered solutions within a QA program can allow businesses to: Optimize review of the entire conversation using AI, Natural Language Processing (NLP), and RPA Understand the customer’s ‘real voice’ and offer quick and efficient self-service options Transform agent performance by automating mandatory tasks As our guest, you'll receive a special event package and an overview of fellow attendees so you can make meaningful connections.

  • Innovate, Optimize, & Grow: Empowering Teams with Intelligent Automation to Elevate CX


    Feb 3, 01:00 PM - 02:30 PM (ET)
    Customer expectations are higher than ever. Always connected and on the go, today’s consumers demand better, faster service from the brands they trust. To meet your customers’ rising requirements, it’s imperative to equip your CX agents with the right tools and technology. When intelligent automation and a unified knowledgebase combine, your staff’s tasks are simplified. This prevents drivers of disloyalty such as long wait times, channel switching, and the unnecessary repeating of customer information. Join Venkatesh Korla, President and CEO of HGS Digital, as he facilitates a group discussion about leading intelligent automation approaches, including what has worked for HGS’s current clients. Learn about effective agent assist strategies that will empower your CX agents with the next best action and give your customers the elevated level of support they deserve — all leading to higher employee and customer satisfaction and increased loyalty to your brand. KEY TAKEAWAYS: Unpack the proven approach to building intelligent automation and explore a customer 360 data collection system, which gathers comprehensive information from an individual’s social presence, online history, product usage patterns, and more Discover smart actions to speed up agent activities, such as card activation, claims processing, account setup, validation, etc. Learn about post-interaction work automation, which continuously operates in the background to anticipate future wants or needs As our guest, you’ll receive a special event package and an overview of fellow attendees so you can make meaningful connections!

  • The CX & EX Connection


    Mar 24 - 25, (ET)
    The changes and challenges of the past two years have led many organizations to place greater emphasis on the health and wellbeing of employees, and the benefits of these efforts have been far reaching. Customer experience (CX) leaders are embracing the fact that a positive employee experience is an effective means for improving the experience of their customers. Simply stated, satisfied agents make for satisfied customers. Join us March 24th, along with a soon-to-be-named senior CX leader and practitioner, 20-30 of your peers, and a panel of CX industry experts to discuss practical ways of enhancing the customer experience by emphasizing the employee experience. We’re sure to uncover topics during the Briefing that you are passionate about, so we’ve reserved time to dig in deeper on the 25th. As a corporate brand CX leader, when registering for the Briefing, let us know if you plan to join us for the 1-hour post-briefing, corporate-only discussion the following day. The goal of this session is to have a candid conversation with corporate-only attendees about key takeaways from the previous day’s knowledge share. Additionally, during Friday’s discussion, the floor will be open for you to bring forth additional questions or topics that you wish to address with your peers. EMPLOYEE & CUSTOMER EXPERIENCE TOPICS Along with our guest host and Chad, the Panel will share their breadth and depth of insights. Some possible discussion topics of the day could include: Reducing employee effort and improving efficiency and performance Cultivating employee engagement, wellness, and cultural immersion Capturing and actioning employee feedback Maximizing the work-from-home workspace Recruiting, hiring, training, and coaching best practice

  • CRS Clearwater, Florida

    Customer Response Summit

    Mar 28 - 30, (ET)
    The time is finally here! We’ve missed bringing everyone together and we’re excited to do just that at the Wyndham Grand Clearwater Beach. Make plans and join us for a much-needed escape. Sink your feet in the sand and soak up the CX learning, sharing, networking, and engagement we all value from CRS. Not ready to travel? Don’t worry, we have a virtual option to attend as well. Join us in the sunshine state or online as we inspire CX excellence alongside our global community of customer experience leaders. Customer Response Summit (CRS) focuses on topics that matter most to our community with an agenda built “for leaders by leaders.” Our spring CRS will provide attendees with a breathtaking and interactive venue to learn, share, network, and engage to innovate by advancing the conversation on customer experience.
    Clearwater Beach, FL, United States