Keynote Theatre 3: Sponsored by 8X8
11.00 - 11.30
Client engagement rules are changing … will they make or break you in 2020?
Today consumers expect more from the brands they shop with than ever before. What used to be acceptable and satisfactory is no longer enough. Customers are not only demanding quality products and services, but now control the way they want to be engaged with. With the rules and channels of customer engagement rapidly changing, 8x8’s Chief Customer Officer, Samuel Wilson, explores the art of the possible when it comes to delivering an exceptional customer service. He shares his advice on how to successfully navigate these new dynamics and why it’s is vital in acquiring and retaining customers in 2020 and beyond.
11.45 - 12.15
Technology is becoming the key enabler of delivering measurable change in the workplace. Evolving workforces, productivity through diversity and social contact require vision and execution across businesses. Digital innovation across workplaces and workforces enables this transformation in the way teams work and evolve their workspaces. In this session, learn how successful companies respond to transitions in work styles, market trends and customer demands, giving their workers the opportunity to meet, collaborate and share most effectively.
12.30 - 13.00
Why Customer Engagement can't be siloed in the Contact Centre
Exploring the fundamentals behind customer experience provision and looking to clarify why it''s becoming more important to organisations as a result of global competition and price consolidation. With this rising importance, enterprise demands are transforming and identifying some of the main trends behind those customer engagement transformations is key to formulating customer engagement strategy. 3 key delegate takeaways from session: • Understand why customer engagement is taking the lead as a key differentiator in competitive markets • Review the key trends which are transforming customer engagement provision • Examine real world examples of businesses leveraging the power of next generation customer engagement
13.15 - 13.45
UC Market Update - What & Who is Trending in 2020?
In this session, Rob Scott, Publisher of UC Today News is going to give you a helicopter view of the marketplace, the trends and key topics and the movers in shakers innovating in this space. He''ll cover: - UCaaS & Teams - CPaaS - VCaaS & Collaboration - CCaaS / CX
14.00 - 14.30
Alex Ayers & Jamie Cole
Gamma & Exactive
Bringing Microsoft Teams to the Modern Contact Centre
In today’s modern workplace, enabling both your back office and contact centre teams with the right technology to deliver effective collaboration, without hindering the customer experience is critical. With the rise in demand for enabling voice services within Microsoft teams, we explore your options for leveraging your MSTeams environment, without compromising on your Contact Centre. 3 key delegate takeaways from session: • Key considerations when reviewing both UCaaS and CCaaS technologies • How to bring the two together effectively, including the key integration features to look out for • Your options for an effective MSTeams deployment
14.45 - 15.15
Exploring telephony options for Microsoft Teams
Teams is the leading cloud only Unified Communications & Collaboration platform from Microsoft. Cloud based solutions have a perception of being challenging to integrate with, however this isnâ€™t always the case. In this session Ben Lee will run through your choices of how to successfully incorporate telephony into your Teams deployment and the considerations to make along the way. 3 key delegate takeaways from session: 1. Adding telephony to Teams is simple 2. How to make the right choice between the options available 3. What the right next steps would be
11.45 - 12.15
The Digital Workforce: Empower your Contact Center Agents for Success
Our age is characterized by unprecedented pace of change. We can often struggle to meet short term imperatives, let alone strategic transformation. But change inevitably happens and change can be brutal. A coherent strategy for agility and flexibility is essential for survival. Join us to learn how you can evolve gradually and incrementally into the contact center of the future - using your existing legacy architecture - to unleash the benefits of digitization.
12.30 - 13.00
CX Trends 2020
In this session, Rob Scott, Publisher of UC Today News will host a panel session to explore the key trends in CX for 2020. The panelists will cover: - Why doubling down on customer experience is the only option - How CCaaS vendors are taking CX to the next level - Exploring AI in the contact centre
13.15 - 13.45
Smart and Connected – Customer Engagement for the Experience Economy
We’ve had the technology to deliver personalised communications for some time, but too many organisations are still using undifferentiated messages. So, is it any surprise that customers are switching to businesses they feel ‘connected to’? Customers expect every communication to be hyper-personal and based on understanding their needs. When we know what customers really care about, we can tailor channel, message and action - connecting with customers how they want. 3 key delegate takeaways from session: - How to uncover what your customers really care about - Practically orchestrating communications & interactions around the customer - How to optimise customer communications on the basis of measureable business results