Smart Connections and Connected Business Expo logo


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.

      Vaughan Klein: Speaking in the Keynote Theatre 3

      11.45 - 12.15

      Vaughan Klein

      Workplace Transformation

      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.

      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

      Alex Ayers & Jamie Cole: Speaking in the Keynote Theatre 3

      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

      Ben Lee: Speaking in the Keynote Theatre 3

      14.45 - 15.15

      Ben Lee

      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 isn’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