Breakout Session A

Session A

Monday, April 16
11:00 - 11:45 AM

Transforming Your Business for the Customer of the Future 

Dwayne Black, Shutterfly
John Billings, Hilton

Harvey Livingston, AT&T

In today’s world, it is really difficult to have one approach to satisfying your customers.  Technology has perpetuated changing customer expectations, almost on a daily basis.  Companies must try to stay ahead of the curve to make sure they are doing everything possible to delight the consumer.  You will hear from 3 industry leading companies on how they are focusing in this area.


The Power of Culture

Bryan Crouch, A Marketing Resource

Vaney Hariri and Tamien Dysart, Think 3D Solutions

A culture exists in every business with more than one employee. We address the potential that lies in focusing on your organization’s culture to maximize the potential of your team.

Improving the CX and Reducing Risk in an Omnichannel World

Ellwood Neuer, SVP Solutions Engineering, Noble Systems

Omnichannel is everywhere in today’s world. A strong omnichannel strategy delivers a consistent and seamless high-quality customer experience (CX), regardless of how and where a customer chooses to interact with an organization, and no matter the purpose. This session will look at how today’s contact center technologies can help you ensure that data and context carries over across interactions. Advanced channel management, with multi-session agents and automated processes, increases agent utilization and productivity, while compliance strategies and tools reduce risk and eliminate exposure. With the right pieces and tactics in place, companies have the power to create connected, tailored customer journeys that build loyalty and improve the CX. 

Building Customer Confidence in a Connected World: 
Enable Trusted Experiences Across all Channels

May Cho, Comcast
Matt Edmunds, Neustar 

Andy Balthaser, Alorica

Today’s multi-channel world has an overwhelming number of options for brands to connect with customers, both online and offline. While businesses are increasing their investment in digital and mobile channels to engage their customers, they must also consider investments in voice communications to optimize this spend.
•             Protect your brand identity and address consumer safety across all digital, mobile, and non-digital communication channels
•             Connect offline and online customer interactions, such as phone conversations with digital communication, for a trusted customer journey
•             Enhance engagement and foster a positive brand impression with relevant and contextual consumer intelligence
•             Mitigate TCPA risk and improve operational efficiencies with intelligent customer data