April 24 - 26, 2017 | Washington Marriott Wardman Park

Customer Service Experience 2017 Presentations

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Monday, April 24, 2017

Welcome & Opening Keynote - Speeding to Success: Quantifying the Customer Experience
The Need for an Employee- & Customer- Centric Approach to CRM—A Case Study
The Power of Hello
Jacqueline Jasionowski - A102_Jasionowski.pdf
How to Get Your Team Obsessed With Service
Jeff Toister - A103_Toister.pdf
Solution Sessions
Building the Business Case for Advancing Customer Service Maturity
Rebecca Lynn Wettemann - A104_Wettemann.pdf
Creating a Holistic Customer Service Experience Through Integration, Analytics, & Journey Mapping
Horner & Melaragno - A105_Horner.pptx

Tuesday, April 25, 2017

Continental Breakfast: Why You Should Be Piloting Mobile Messaging Customer Service
The Power of Human Contact: A Case Study on Self-Service & Full-Service Support
Haag & Olsen - A201_Haag.pdf
The Discovery Opportunity of Integrating With Your Existing System
Timothy Pearce - A202_Pearce.ppsx
Excellent Customer Service Is Amazing Marketing
Erin Robinson - A203_Robinson.pdf
Using Data-Driven Discovery & Machine Learning to Drive Quantifiable CX Improvements
Solution Session
Ben Irvine - 1445_Irvine.pdf
Best-in-Class Customer Service— Brought to You by Local Government
Joseph Morrisroe - A205_Morrisroe.pptx
Is the Agent Experience Killing Your Customer Experience?
Great Strategies for Improving Morale & Employee Engagement
Implementing Culture Change That Sticks
Moving Employees From Compliant to Committed: Creating a Culture of Ownership in Your Company
Solution Session
Ben Irvine - 1445_Irvine.pdf
Empowering Genuine Empathy From Your Agents

Wednesday, April 26, 2017

Quantifying How Reduced Customer Effort Delivers Bottom-Line Results
Customer Service in 2027: How to Get Your Organization Ready
Esteban Kolsky - A302_Kolsky.pdf
From Worst to First— A Customer Service Silver Bullet Story
Improving Customer & Employee Satisfaction With Smart Programs & Automated Interaction Analytics
Adam McCord - B302_McCord.ppt
Closing Keynote Panel: When Will the Contact Center Be Fully Automated?

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