Upcoming Events

  • The Future of Customer Care and Role of Advanced Analytics


    Sep 30, 01:00 PM - 02:00 PM (ET)
    The next horizon of customer service will be built on individual customer profiles, enabling companies to quickly resolve issues and even prevent them from occurring. Such personalized service can be compared to the “white-glove service”, characterized by attention to detail, convenience, speed, and emotional fulfillment that are tailored to each customer’s specific and unique needs. It is central to a customer-first mindset and made possible by the availability of data and advanced analytics to track a customer’s individual journey in real-time. Yet, very few organizations are able to provide this level of service today due to their inability to fully harness the power of advanced analytics in customer care. Join us on September 30th (1:00pm ET) for a special webinar brought to you by customer care experts Jeff Berg, Eric Buesing, and Vinay Gupta from our knowledge partner McKinsey & Company as they discuss: The role of advanced analytics in customer care trends for the future. How a use case driven approach for advanced analytics can play a critical role to achieve outcomes related to operational efficiency, personalized servicing, and revenue generation. Real-world examples of how leading organizations are overcoming the common barriers and deploying use cases ranging from voice analytics to repeat call reduction and workforce management.

  • Customer Response Summit


    Oct 18 - 22, (ET)
    Due to the rapidly evolving situation with the new COVID19 Delta variant and restrictive corporate travel policies, we are officially transitioning our live Fall 2021 Customer Response Summit in Coronado, CA to a virtual event to take place on October 18-22, 2021 . This was not an easy decision, but a necessary one. Stay tuned for updates to the website, agenda, and registration – coming very soon. Join us 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 fall 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. #ICYMI

  • Outsourcing Briefing


    Dec 9 - 10, (ET)
    Customer experience (CX) continues to evolve rapidly, bringing significant change in how to recruit, where to recruit, retention, and training. Shifts in domestic – and even global – labor force markets suggest tightening of budgets, higher competition for things like pay, benefits, and signing bonuses, and higher attrition as workers chase pay to cope with increasing inflation. This environment poses serious challenges for brands that seek quality and consistency in their frontline workforce, while coping with the challenges of hiring, training, and managing a remote and outsourced workforce. Join us December 9, 2021, along with Joy Park, Vice President of Business Partner Strategy and Support at Comcast, 20-30 of your peers, and a panel of outsourcing industry experts, to discuss how to Effectively Build and Manage an Outsourced Workforce for CX Excellence in today’s rapidly evolving labor market.