Program Themes
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The core topics and emerging trends shaping the future of customer contact. Explore our program themes and key sessions below.
See yourself in the program?
Workforce Management & Development
Get insights into effectively managing remote and hybrid teams, attracting and retaining the best talent, and implementing robust training programs. The intersection of technology and the workforce in forecasting, scheduling, learning & development, and more will be highlighted across the program.
Key Session
Transformation & Cost Management: Weighing Internal vs. Outsourced Staffing Options
This session will help workforce management and customer contact leaders navigate the critical decision-making process of choosing between in-house and outsourced staffing, considering cost, efficiency, and potential risks to achieve optimal organizational performance.
Employee Experience & Engagement
Adapt to the evolving workforce dynamics and foster an inclusive work environment conducive to employee development and satisfaction. Benchmark with the best on topics spanning from employee wellness initiatives to effectively actioning feedback in the workplace.
Key Session
Beyond the Technical: Soft Skill Development for Emerging WFM Leaders
This session will teach strategies for balancing the development of technical skills and soft skills in workforce management, emphasizing adaptability, effective communication, and storytelling to create empathetic and well-rounded leaders.
Leadership & Culture
Uncover the best practices for creating a high-performance culture, honing leadership skills, and enhancing employee engagement. Learn to build an empathetic, diverse, and inclusive workplace that translates into outstanding customer experiences.
Key Session
The Power of Empathetic Executive Leadership
Empathetic leadership and emotional intelligence are crucial for transforming workplace dynamics, cross-functional communication, and team culture, ultimately enhancing the overall employee experience.
Generative AI & Emerging Technology
Artificial intelligence and emerging technologies continue to revolutionize operations across industries. Our sessions will highlight the applications of generative AI in employee-facing technology and how to equip your teams with the resources they need for quick and successful adoption.
Key Session
Quantify Workforce Management Principles with Emerging Tech
This session will teach you all about actionable strategies to transform workforce management by shifting from qualitative to quantitative assessments for better data insights and informed decision-making.
Omnichannel & Self-Service
Master your omnichannel strategy, integrate effective self-service options, and utilize the power of conversational AI to deliver a cohesive and superior customer experience across all touchpoints.
Key Session
The Next Five Years: Emerging Self-Service Trends & Predictions
Expert panelists will address some up and coming self-service trends, as well as their predictions for the future of self-service in customer experiences.
Customer Experience & Innovation
Stay abreast of the most innovative trends and proven practices in customer experience today. Discover how to craft personalized and impactful experiences at various customer interaction points, utilizing tools such as journey mapping and design thinking.
Key Session
Considerations in CX: How Can We Ensure Balance Between Human & Digital in the End-to-End Journey?
Discover how to balance the integration of new technology with customer needs, addressing the strengths and limitations of emerging tech to optimize the customer journey.
Digital Transformation Strategies
Learn about the newest strategies for digital transformation. Equip yourself with the knowledge to keep strategy at the center of your goals and successfully collaborate across teams to drive fresh digital transformations.
Key Session
Intentionality in Action: Enhancing Your Digital CX Integrations with Customer-First Thinking
This engaging panel discussion will cover best practices for customer-centric decision making and cross-channel consistency, emphasizing that exceptional digital experiences stem from a deep understanding of customer needs and preferences.
Operations & Efficiency
Explore practical solutions to improve contact center operations, boost efficiency, and enhance agent productivity. Industry experts will guide you through overcoming tech adoption challenges, encouraging open communication to address pain points, and operationalizing new employee technology to cut costs and increase efficiency.
Key Session
AI for Agent Empowerment & Engagement
Panelists will explore how AI is transforming contact center work environments through gamification, time management, and productivity enhancements, with each sharing their AI success stories.
Industry Insights & Best Practices
Benefit from the wisdom of industry leaders sharing their experiences and best practices in delivering top-tier customer service. Real-world case studies, success stories, and specialized discussions will provide you with actionable insights tailored to your industry.
Key Session
Industry Insights: Experience Innovation in Regulated Environments
This session will highlight ways to manage and grow teams in highly regulated industries, with panelists sharing insights on leveraging empathy and thriving despite restrictions.
Questions? Email us for more information about the event, to request a copy of the brochure or any content piece, and get assistance with registration!
