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CX Network Live: Customer Self Service | Agenda
What is a Virtual Agent and What Can it Do for User Experience?
Callan Schebella, Inference (a Five9 company)
Your Time To Shine: Why Customer Success Needs a Prominent Seat at the Table in 2021
Brian Kaminski, Sonny Dasgupta, Conversica, Kelli Scott, One Finance, Inc. (One)
Case Study: How On Stepped Up Their Customer Self Service Game with Chatbots
Sylvia Jensen, Solvemate & Verena Strunk-Wenzl, On
Case Study: Creating Smarter, User-Centric Self-Service Automation
Giulio Soliani, IBM
Donald Ipperciel & William Gage, Ph.D., York University
Advocating the Cloud-Based Approach for Future Contact Centre Operations
Gregg Widdowson, NICE In Contact
Helping Customers to Help Themselves – A Win-Win For All
Rachel Lane & Daniela Chordia-Doll, Medallia
Striking a Balance between Efficiency and Personalisation with Automation and Self-Service
Sam Hoare & Antoinette Taaffe, Intercom
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Conversica is a leading provider of Intelligent Virtual Assistants helping organizations attract, acquire and grow customers at scale. A Conversica Intelligent Virtual Assistant is an AI-powered, SaaS-based software application that serves as a virtual team member and autonomously engages contacts, pr...
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Medallia is the pioneer and market leader in Experience Management.Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on dai...
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Intercom has built the world’s best business messenger, offering the only totally customizable messaging suite that drives growth at every stage of the lifecycle. Our mission is to make internet business personal and we help businesses grow by building better, more personal relationships with their cu...
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NICE inContact is the cloud contact center software leader, with the most complete, easiest and most reliable solution to help organizations achieve their customer experience goals. NICE inContact continuously innovates in the cloud a...
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Solvemate enables brands to deliver quality customer service through meaningful conversations. Our customer service automation platform is powered by smart conversational AI that allows companies to create chatbot conversations so service teams can focus their expertise where it matters most. Solvemat...
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Five9 is the largest pure cloud contact center software provider with more than 1,600 customers and facilitating more than 3 billion calls per year. The Five9 VirtualContact Center and Predictive Dialer are revolutionizing the contact center industry, bringing the power of the cloud to customer servic...
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Infobip powers enterprises to deliver messages across any channel, any device, at any time and anywhere in the world. Infobip's technology creates seamless mobile interactions between businesses and people, simplifying the integration of almost all communication capabilities. With over a decade of ind...
Featured Speakers
Mathieu Webster
F&A Transformation Lead
NHS Shared Business Services
Angelina Autran
Lead, Global Customer Experience Change
Caterpillar
Jos De Boes
Former General Manager, Customer Service Support
Toyota Motors Europe
Sylvia Jensen
CMO
Solvemate
Verena Strunk-Wenzl
Global Head of DTC Customer Experience
On
Giulio Soliani
Watson GTM Offering Manager
IBM Cloud and Cognitive Software
Callan Schebella
SVP and General Manager
Inference (a Five9 company)
Anne Marie Forsyth
CEO
CCA Global
Gregg Widdowson
Director of Sales Engineering, EMEA
NICE In Contact
Professor Donald Ipperciel
Chief Information Officer
York University
William Gage
Associate Vice President, Teaching and Learning, Office of the Provost
York University
Rachel Lane
Solution Principal Contact Center
Medallia
Brian Kaminski
Chief Customer Officer
Conversica
Kelli Scott
Vice President of People & Customer Experience
One Finance, Inc. (One)
Sonny Dasgupta
Head of Product Marketing
Conversica
Daniela Chordia-Doll
Head of CMT and Strategic Verticals UKIMEA
Medallia
Jenny Atkinson
Head of Customer Service
Legal & General
Mary O'Sullivan
Customer Solutions Lead
Fexco
Mark Haynes
Director for Customer Experience & Cultural Services
Oxfordshire County Council
Karl Johns
Senior Sales Manager
Infobip
Sam Hoare
Head of Sales, APAC
Intercom
Antoinette Taaffe
Senior Field Marketing Manager, EMEA
Intercom
Leveraging Self Service to Increase Customer Experience,
Reduce Contact Volumes and Improve Efficiency
Reduce Contact Volumes and Improve Efficiency
The increased customer preference for digital channels, alongside the reduced capacity for service that many businesses experienced during the pandemic, has dramatically accelerated the adoption of self service capabilities.
While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.
Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop.
With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
While this initial surge in adoption was driven by necessity, it is clear that self-service is now here to stay, and its success depends on how successfully it is integrated into a truly omnichannel service model.
Self-service channels empower users with access and control without the need to wait for agent assistance. As a result, organizations will see their cost-to-serve expenses drop.
With that in mind, CXN Live: Customer Self Service 2021 will be focused on:
- Omnichannel integration: integrating self-service into your existing channel framework, and ensuring a consistent tone throughout
- Automated task management: enabling customer to complete frequent, simple tasks by themselves
- Chatbots: leveraging chatbots to handle low value, high volume contacts
- FAQs: linking speech and text analytics to the most common issues facing customers, and prioritizing answers to those on your website
- Apps: utilizing mobile to engage customers in their favored channel
- Service Design: ensuring that your digital services are simple to use and navigate
- Authentication: striking the right balance between ease of use and security
4 Reasons to Attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
Hear the best case studies from across the globe
Access the content on demand and watch in your own time
Assess the latest technological innovations
It is 100% free to attend
CX Network Live | Who attends our online events
Who you will meet
CX Network Live has been designed for Heads / Directors / General Managers of:
Customer Experience
Marketing
Digital
Customer Service
Service Design
Design Thinking
Automation
Customer Service
CX Network Live | By the numbers
1,500+
CXN LIVE: FEEDBACK & SATISFACTION 2020 REGISTRANTS
2,000+
CXN LIVE: CONTACT CENTERS 2020 REGISTRANTS
2,000+
CXN LIVE: DATA, INSIGHT & ANALYTICS 2020 REGISTRANTS
1,500+
CXN LIVE: DIGITAL CUSTOMER EXPERIENCE 2020 REGISTRANTS
CX Network Live | How it works
Step 1: Register
Click on any of the register buttons on this page. Enter your information and secure your place
Click on any of the register buttons on this page. Enter your information and secure your place
Step 2: Confirmation email
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Step 3: Schedule time
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Mark some time in your calendar when you can be free of distractions or watch with colleagues
Step 4: Watch the event
Click the link in the confirmation email and prepare questions for our industry-leading speakers
Click the link in the confirmation email and prepare questions for our industry-leading speakers
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John Kearns, Head of Online Sales, CX Network
John Kearns, Head of Online Sales, CX Network
