April 24 - 26, 2017 | Washington Marriott Wardman Park

Customer Service Experience 2017 Agenda

Monday, April 24, 2017

8:45 - 9:45

Welcome & Opening Keynote - Speeding to Success: Quantifying the Customer Experience

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Presenter Gerry McGovern, Founder & CEO, Customer Carewords, & Author, Transform: A Rebel's Guide for Digital Transformation
9:45 - 10:15

Coffee Break

Track A

5:00 - 7:00

Grand Opening Reception in the Customer Solutions Expo

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.

Tuesday, April 25, 2017

Continental Breakfast

Track A:
Customer Engagement

Track B:
Agent Performance

5:30 - 7:00

Networking Reception

Mix and mingle with other attendees as well as speakers and our conference sponsors during this networking reception. Admission is included with the purchase of a Discovery Pass or higher. (Not included with an Exhibits-Only pass.)

Wednesday, April 26, 2017

8:00 - 8:45

Continental Breakfast

11:45 - 12:30

Closing Keynote Panel: When Will the Contact Center Be Fully Automated?

The Wall Street Journal recently announced “robots on track to bump humans from call center jobs.” Yet data shows contact centers actually planning to increase in size. So, when will chatbots, cognitive computing, and AI start to successfully handle customer service requests? Join our panel to hear their predictions on when our customer service requests will be meaningfully and satisfyingly solved with no human involvement.

Moderator Ian Jacobs, Globally, Forrester Research
Presenters Esteban Kolsky, Founder and President, ThinkJar
Dan Miller, Lead Analyst-Founder, Opus Research, Inc.
Sheryl Kingstone, Research Director, Customer Experience & Commerce, 451 Research

Co-Located With

Diamond Sponsor

Platinum Sponsors

Corporate Sponsors

Monday Keynote Lunch Sponsor

Tuesday Keynote Lunch Sponsor

Media Sponsors

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