Smart Connections and Connected Business Expo logo

18 & 19 MARCH 2020


8X8: Sponsor of Keynote Theatre 3

Keynote Theatre 3: Sponsored by 8X8

    • Wednesday

      Samuel Wilson: Speaking in the Keynote Theatre 3

      11.00 - 11.30

      Samuel Wilson

      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.

      Patrick Watson: Speaking in the Keynote Theatre 3

      12.30 - 13.00

      Patrick Watson
      Cavell Group

      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

      Rob Scott: Speaking in the Keynote Theatre 3

      13.15 - 13.45

      Rob Scott
      UC Today

      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

      Peter Walker: Speaking in the Keynote Theatre 3

      14.45 - 15.15

      Peter Walker
      Blue Prism

      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.