Your Masterclass Sessions

Masterclass 1:

How to measure the true voice of the customer (VoC) and build brands that stick

This Masterclass will show you how to build a solid VoC framework to identify, measure, build and action upon customer sentiment, and harness the power of real-time insights while avoiding common pitfalls along the way.

Hosted by

Michael Nevski
Director of Global Insights
Visa

& Christie Fitzgerald
Americas Presales Director, Specialist Teams
Sprinklr

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Masterclass 2:

Building agent-assist technologies that actually empower

This Masterclass is designed to equip audiences to identify, prioritize, and implement agent augmentation initiatives that leverage the power of AI to empower teams.

Hosted by

Bayu Febriajie
Chief Product Owner, Digital Servicing, CCIB
Standard Chartered Bank

& Richard Minta
Senior Manager: Solutions Consulting
Sprinklr

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Masterclass 3:
Defining new contact center efficiency assessment metrics

This Masterclass is designed to help you develop a holistic view of contact center efficiency and quantify the impact of your contact center on overall CX.

Hosted by

Farley Fernandes
Senior Manager, Customer Experience - Global Business Services
adidas

& Anushka Gulati
Senior Solutions Consultant
Sprinklr

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