Virtual Program
In today’s environment, customer experience, CRM, customer service, and speech technologies are more critical than ever to the success of your organization. CX Connect will feature three days of thought-provoking presentations from the leading experts in customer experience. Join us to hear the success stories and proof points, and expert recommendations on the major topics affecting customer experience today.
All online sessions will be run via the Zoom platform. After registering, attendees will be sent a link for session access. Please ensure you have installed the Zoom app prior to your first scheduled session.
Tuesday, Jun 13
Sessions Brought To You By Smart Customer Service
SCS1. Revolutionizing CX through AI
Tuesday, June 13: 11:30 a.m. - 12:30 p.m. (ET) / 8:30 a.m. - 9:30 a.m. (PT)
AI is here, and it’s already changing the way we think about conversations. When it comes to customer experiences, however, it takes more than a good large language model to deliver safe, trusted, and useful results. Join Elizabeth Tobey, head of marketing, digital solutions, at NICE to explore the impact of AI on the customer experience landscape, and how it’s changing the way we think about communication. Learn how to use generative AI to build your CX strategy; why AI needs more than good conversational tools to be truly effective; and a revolutionary new way to interact with unstructured data to deliver actionable results. Also showcased will be Enlighten Actions, the industry-first, AI-powered solution tailored to curate intelligent responses to any business inquiry using decades of historical CXi data and GPT generative AI. Tobey explains how NICE has combined OpenAI’s GPT model with Enlighten AI to deliver brilliantly human, actionable results.
Elizabeth Tobey, Head of Marketing, Digital Solutions, NICE
SCS2. Optimizing the Customer Experience While Dealing With Reduced Staff & Budget Cuts
Tuesday, June 13: 1:30 p.m. - 2:30 p.m. (ET) / 10:30 a.m. - 11:30 a.m. (PT)
Today’s turbulent economic state is hitting every business in different ways. If you’re experiencing hiring freezes, staff reductions, or budget cuts, you’re likely trying to balance growing customer needs with limited resources. Join this session with leading customer service software provider TeamSupport as ways to ensure positive customer experiences during tough economic times are discussed. Along with special guest and customer, Constellation1, our speakers talk about the success of using your support software to do more with less and guarantee you’ll walk away with a plan to maintain and even increase your customer value.
Joanne Zehr, Director of Operations, Back Office, Constellation1
Pete Khanna, CEO, TeamSupport
Wednesday, Jun 14
Sessions Brought To You By CRM Evolution
CRM1. Harnessing Generative AI for CX & EX: A Practical Approach
Wednesday, June 14: 11:30 a.m. - 12:30 p.m. (ET) / 8:30 a.m. - 9:30 a.m. (PT)
ChatGPT has taken the world by storm with both Wall Street and Main Street furiously reading up on generative AI and what it can do for them—and to them. As someone in charge of CX and EX (employee experience), how do you harness this powerful technology to turbocharge your automation and human augmentation initiatives ? Attend this session to learn about generative AI and a step-by-step approach to leveraging it in your contact center and beyond:
• Why use generative AI for CX and EX?
• How does it fit into your knowledge management strategy?
• What are the use cases?
• A novel way to get going
Ian Jones, Head of Strategic Solutions, eGain
Eric Anderson, Senior Principal Product Manager, eGain
