Category Archives: Reception

Speeding to Success: Quantifying the Customer Experience

Welcome & Opening Keynote – Monday 24 April 
08:45 – 09:45

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.

Presented by: Gerry McGovern

KEYNOTE LUNCH: How Chatbots Are Ushering in the Era of the Digital Employee

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
12:15 – 13:15

Imagine if you could hire someone who learns quickly. Someone who is always available (24x7x365), doesn’t require overtime pay, and will never ask for a wage increase. Someone who could not only help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.

Presented by: Joe Gagnon

KEYNOTE PANEL – The Way Forward: Keeping Speech in the Conversation

KEYNOTE – Tuesday 25 April 
09:00 – 10:00

A panel of longtime speech technology specialists delivers contrasting views on the role of speech technology in the world of conversational commerce. This highly popular panel starts with the question, “Are you long on speech” as a preferred user interface, then discusses where, how, and why it will coexist, augment, or enhance a plethora of smart user interfaces for digital commerce and self-service.

Presented by: Dan Miller, Jay Wilpon, Brian Garr, William Meisel, Daniel Hong

KEYNOTE LUNCH – From IVR to IoT: Digital Transformation in the Real World

Track A: BOTS – Tuesday 25 April 
12:30 – 13:45

Does it seem like all the businesses around you are hurtling toward digital transformation at warp speed, while you’re still trying to figure out where to begin? Don’t worry; you’re not alone! This presentation provided fresh insights into a more holistic (and more human) approach to digital transformation—an approach that has the potential to change your customers’ lives, not just your technologies.

Presented by: Allyson Boudousquie