Smart Connections and Connected Business Expo logo

18 & 19 MARCH 2020


Theatre 23: Sponsored by Cirrus Response

Please note the below schedule is from the 2019 Smart Communications + Connected Business Expo. The 2020 schedule will be released closer to the event.

    • Wednesday

      Andreï Sochala: Speaking in the Theatre 23

      11.00 - 11.30

      Andreï Sochala

      User-Friendly Software: A Hidden Key to Call Center Agent Performance

      Considering how many hours agents spend operating call center software each day, technology selection may be the most impactful decision their managers can make. Luckily, today they can choose from tools that are not merely functional, but actually delightful to use. In this presentation, you’ll see the behind-the-scenes secrets today’s best call center software designers are using to reduce training requirements, increase daily productivity, and even improve workplace morale.

      Jason Roos: Speaking in the Theatre 23

      11.45 - 12.15

      Jason Roos

      Familiarity breeds loyalty. A local language for a global business.

      In this session, Cirrus’ CEO Jason Roos will be demonstrating the next generation of real-time audio translation services for contact centres. Many contact centres provide a global support service and research has proven that customers engage better in their own language. This innovative solution detects the country of origin of a call and offers the customer a choice of simultaneous translation, with a corresponding transcription.

      Rob Ashton: Speaking in the Theatre 23

      12.30 - 13.00

      Rob Ashton

      Live chat dangers: how (not) to lose customers and alienate people

      Live chat is now the go-to medium for customer support. But relying on the written word for managing such important relationships carries huge risks. In fact, it’s frighteningly easy to drive raving fans straight into the hands of the competition in even a short chat session. In this seminar, communication expert Rob Ashton reveals where and why it usually goes wrong – and offers help to get it right.

      Eduardo Miller: Speaking in the Theatre 23

      13.15 - 13.45

      Eduardo Miller
      Sytel Ltd

      Joined-up Systems, Joined-up Journeys

      Great customer service means great customer journeys. This means customers engage with you however they want, expecting immediate and intelligent responses. If only life were that easy! In practice such journeys are often impossible to support because systems are simply not joined up properly. The sentiments are admirable but create real challenges for our industry. I want to tell you how we address these challenges in Sytel.

      Mercedes Barbuti: Speaking in the Theatre 23

      14.00 - 14.30

      Mercedes Barbuti

      Augmented customer interactions: data at the heart of your contact centre.

      One of the keys in lowering the Customer Effort Score, hence improving your customer retention, is to enhance your customer interactions by leveraging all data available in your company. Break the silos in your organisation by integrating your contact centre with all your systems, enabling smart routing and proactive customer interactions. Improve your agent’s productivity and efficiency by providing them with a unique, integrated view of your customers.

      Ted Hunting: Speaking in the Theatre 23

      14.45 - 15.15

      Ted Hunting
      Bright Pattern

      Keys for Effortless, Personal Omnichannel CX

      Gartner and others report that 5-20% of companies offer true omnichannel CX today. Customers are clamoring for a seamless conversation across channels that is frictionless and personal yet most companies still fail to deliver.  This session will share keys to get started now with true omnichannel across traditional channels and new emerging channels like bots and FB Messenger. Best practices from innovative companies will also be discussed.

      James Cadman: Speaking in the Theatre 23

      15.30 - 16.00

      James Cadman

      The Power of Microsoft Teams Collaboration in Customer Service

      Microsoft Teams is great for collaborating with colleagues – but why leave customer services out? How can you leverage the power of the cloud in your customer services? Learn about the art of the possible and how using Microsoft Teams could help you have better conversations with customers as well as colleagues. Luware loves Teams – find out more about why at