May 23 - 25, 2016 | Omni Shoreham Washington DC

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Monday, May 23, 2016


7:30 a.m. - 9:00 a.m.

WELCOME & OPENING KEYNOTE: Delivering World-Class Customer Service: Lessons From the Mouse

9:00 a.m. - 10:00 a.m.
Dennis Snow, President, Snow & Associates, Inc. Former member of the leadership team at Walt Disney World Co.

World-class customer service is not simply a matter of smiling employees who say “please” and “thank you.” Everything your customer sees, hears, or touches impacts user experience. “Everything speaks.” This keynote highlights how delivering world-class service requires careful orchestration of the entire customer experience. Attendees discover the key points of contact that make or break the customer experience; how to elevate the customer experience from ordinary to extraordinary; and customer service processes that make service excellence “business as usual.”

Agents of Change: How Investing in Agents Improves the Customer Experience

10:15 a.m. - 11:00 a.m.
Dustin Laun, ctr, Senior Advisor, Innovation & Technology, Federal Communications Commission (FCC) co-founder & CEO
Ian Jacobs, Globally, Forrester Research

When it comes to managing your teams, do you serve as a human flak jacket? Are you helping create a culture that encourages change and risk-taking? In a survey of 127 workers, Forrester found, "Customer service workers that feel happy with the tools they use are more likely to be happy with their jobs and to recommend their company as a place to work." The FCC determined that by improving the agent experience - by empowering employees to think differently and by modernizing their technology - they were able to improve the experience of visitors to its Consumer Complaints site. The success of this program is helping their inspired leaders conquer bureaucracy throughout the organization and the U.S. federal government. This session discusses how improving the agent experience is a critical step for organizations hoping to improve customer satisfaction and Net Promoter Scores. 

How to Engage and Retain Talented Agents

11:15 a.m. - 12:00 p.m.
Jeff Toister, President, Toister Performance Solutions, Inc.

Disengagement has plagued customer service teams for years. It causes chaos and consternation through turnover, absenteeism, and poor performance. This session reveals how to become a customer service super hero who can ward off disengagement once and for all. This highly interactive program combines cutting- edge research, real-life success stories, and opportunities for self-assessment. Discover proven strategies for improving turnover, absenteeism, poor performance, and other agent disengagement symptoms. Learn five reasons why employee engagement initiatives fail, one secret to motivating customer service employees that we’ve all overlooked, and five critical points in the employee engagement cycle. Attend this session to learn a step-by-step plan for engaging your customer service agents like never before.

KEYNOTE LUNCH: Reimaging Customer Service in a Let-Me-Do-It World

12:00 p.m. - 1:15 p.m.
sponsored by
Joe Gagnon, GM Cloud and Chief Customer Officer, Aspect

Today’s consumers expect to interact with businesses on their channels of choice including text, mobile apps and social — with self-service options quickly becoming their preferred mode of interaction. Join us for a look at “Consumer Engagement 20/20”. Learn how to enhance the customer experience and lower costs by empowering consumers through new text and messaging self-service options, while elevating the role of your agents to subject matter experts when help is needed.

How to Improve Experiences for Students and Alumni

1:15 p.m. - 2:00 p.m.
Jesus Hoyos, Managing Director, Solvis Consulting, LLC Managing Partner, Solvis Consulting, LLC

When a global educational institution wanted to make sure its prospects, students, and alumni had the best experiences on all interaction channels, it invested in engagement strategies and technologies that span all channels, traditional and social (even social communities). This session explores how the global educational institution manages a social customer service command center from the marketing perspective. It also covers how to engage prospects, students, and alumni using knowledge management, social media, social media communities, and marketing automation. All of these efforts helped to increase revenue, improve engagement and transaction efforts,and streamline processes, as well as reduce cost. This presentation also features plenty of metrics, best practices, frameworks, and real-life lessons learned. All of your questions on how to craft an end-to-end experience for consumers, students, and alumni will be answered, so come prepared to take copious notes.

Solution Sessions

2:15 p.m. - 3:00 p.m.

Open to all conference attendees and Discovery Pass holders, Solution Sessions are presented by conference sponsors. Sessions are educational and the presentations which typically focus on products and customer case studies provide a good opportunity to learn more about specific customer service technologies that are currently available for customer service and support departments. Follow #CustSE on Twitter for updates.

Text is the New Talk

Tobias Goebel, Senior Director Emerging Technologies, Product Management and Marketing, Aspect Software, Inc.

Research shows that customers with the "Millennial Mindset" prefer self-service but would rather text than talk on the phone. Enter Interactive Text Response (ITR): Text a question, get an answer. This session introduces the concept, the messaging app landscape (SMS versus Facebook Messenger, Kik, etc.), and use cases for ITR.

Customer Expectations in a Multi-Channel World

Joe Giammanco, VP Sales, Great Lakes Region

It can be a struggle to keep up with rapidly evolving customer expectations, especially in the contact center. With the proliferation of the ultimate multi-channel devices –smartphones and tablets – everyone is coming to expect great service in any channel of communication. Join us as we share independent research from ICMI and Harris Poll that sheds light on customer expectations and how contact centers can respond and build lasting, profitable relationships with customers. We will also explore the disconnect between consumer expectations and the customer experience that contact centers are delivering.

PANEL: Tips to Effectively Empower Agents

3:15 p.m. - 4:00 p.m.
Moderator: Esteban Kolsky, Founder and President, ThinkJar
Martha Dreiling, VP and Head of Operations, OnDeck
Derrick Ricca, Senior Sales Manager, Greenleaf Hospitality
Mark Landiak, President & Founder, Corporate Dynamics, Inc.

It is no secret that empowered agents drive better customer experiences. How to empower them, though, is not as well understood. This panel reveals the best lessons learned from industry practitioners who have successfully undertaken initiatives on agent empowerment and engagement. Learn their stories and use their experiences as a springboard to improve your own initiatives.

Customer Effort Score: Is It a Loyalty Maker?

4:15 p.m. - 5:00 p.m.
Denise Offutt, Manager, Market Research, Epson America

A new methodology for measuring and managing customer loyalty is emerging. Customer Effort Score (CES) is gaining popularity as it links what your customers’ amount of effort (ease) of doing business with you to revenue and renewals. To test its process and effectiveness, 12 service organizations from companies such as Epson, Johnson & Johnson, and Hitachi agreed to cooperate in a large case study that collected thousands of data points for the Americas and EMEA. This presentation reviews what was learned, including the practicalities of applying CES principals and the aggregate metrics and benchmarks.


5:00 p.m. - 7:00 p.m.

Join your peers as we celebrate the grand opening of the Customer Solutions Expo. Visit with conference sponsors, exhibitors, speakers, and other attendees while enjoying light hors d’oeuvres and drinks. Admittance is included with your full conference pass purchase.

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