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CX technology budgets are higher than ever, and delivering stellar customer service is top priority. To stay competitive, you need to engage in true, transformational projects that will move your business metrics in the right direction. Metrigy has conducted extensive research on the types of projects that generate the most success. Should you implement chatbots, improve WEM, add and integrate interaction channels, push hard on generative AI, focus more on agent assist? The possibilities are endless, but we will give you research-backed guidance on where you should focus with your next CX transformation initiative during this must-attend session.

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During this session, we'll interview experts who have hard data on the ROI companies are seeing with their solutions. Learn how much time agents can save, how much cost reduction you can expect, and how much more revenue you can generate through the use of AI, and through automating manual functions.

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The goal of any contact center should be to deliver measurable value for a company, be that in revenue, profit, cost cutting, and/or customer satisfaction. What’s achievable often will depend on the underlying architecture and how the contact center integrates with other business platforms, from AI development to CRM, unified communications, and beyond. In this session, discover what the latest Metrigy research shows on contact center architectural choices and platform integration, and get guidance from leading industry experts.

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Artificial Intelligence is all the buzz—and as it continues to grow in number of offerings, it also grows in complexity. Most CX leaders aren’t sure whether generative AI, conversational AI, agent assist, sentiment analysis, or some other form of AI is the best solution for their problem or opportunity. This session will examine AI for CX use cases, ROI, adoption rates, concerns, pitfalls, and plans—based on brand new research from Metrigy. We'll explain AI options available for common problems and opportunities in a way that is easy to understand. We'll also show how AI is affecting revenue, costs, agent efficiency, and customer satisfaction from companies that already use the technology.

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Let’s face it: AI is complex, and the solutions for CX often seem overlapping and similar to one another. Yet, every provider of AI solutions for CX claims to have a unique offering or approach to the technology. For this session, we have assembled some of the world’s top CX providers to help clear some of this confusion. They'll describe their approach to AI, who they serve, and how they’re different from other solutions available. The audience will have an opportunity to ask these experts general questions about AI to demystify the confusion that exists about the technology and how it improves customer experience.

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Join this incredibly informative fireside chat with Henry Svendblad, President and CTO of Company Nurse, powered by Lintelio. Henry will provide real-world details about how AI, analytics, and automation have drastically improved his company’s business metrics, including customer satisfaction, operational costs, and revenue. Henry will discuss what led him to start using AI, and what results he has seen (with detailed metrics). You’ll learn how he sold his strategy to other leaders in the company, which providers have been key to his success, and what his plans are to further leverage these advanced technologies.

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With increasing support for different types of digital channels, today’s contact center agents must be more adept than ever. They must also be more highly skilled, capable of handling complex customer service issues not addressable via self-service. Agents who aren’t prepared for the new CX reality will be dissatisfied, inefficient, and unproductive, which in turn will negatively impact customer experience. Here’s a look at how successful companies are using the latest technologies, including generative AI and next-generation workforce optimization tools, to deliver stellar agent experiences.

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In today’s rapidly evolving business landscape, Workforce Management (WFM) is still a critical yet underrepresented component in shaping Customer Experience (CX) strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.

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For decades, organizations have fixated on achieving high Net Promoter Scores (NPS) but had little detail into the “why” behind the score—either good or bad. In today’s experience economy, understanding what makes or breaks customer and employee loyalty is vital to business success. And organizations are taking note: more than 80% of CX leaders believe the ability to measure satisfaction across the entire journey is critical to their business strategy. Providing insights only into the end of the journey, NPS no longer meets the needs it once sought to serve.

Join Dr. Peter Graf, Chief Strategy and Operations Officer at Genesys as he discusses:

1. Why NPS and similar measurement methods are broken, including the unnecessary blind spots these tools create
2. Real world scenarios of how a more robust, people-centric methodology, based on what customers and employees value most, is driving better experiences 
3. How an empathetic approach to experiences will help limit employee turnover, increase customer loyalty, and ultimately become a business differentiator   

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As return-to-office mandates continue, many organizations struggle with making the in-office experience worthwhile for their teams. People no longer need the office for individual work but instead want to use office time for collaboration, brainstorming, and connection with colleagues. Unfortunately, most offices cannot support these needs because they are designed for how we used to work.

In this keynote, you will step into the future of work, where AI is the heartbeat of innovation, connection, productivity, and collaboration. With AI at the core of workspace design and technology features, we can transform the office experience to support the needs of hybrid workers everywhere.

Aruna Ravichandran, SVP and Chief Marketing & Customer Officer for Webex by Cisco, will highlight how Cisco is using AI to set new standards in hybrid work and workspaces—showing not what could be but providing a roadmap to what will be.

Don’t miss this inspiring and insightful keynote. The future awaits!

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The edge is here, and it's brimming with potential for MSPs. But, navigating this new frontier, particularly when it comes to edge connectivity, can feel overwhelming. In this session we’ll cut through the hype, equipping you with actionable strategies to leverage edge virtualization effectively. We'll break down complex concepts into actionable steps, empowering you to understand the edge connectivity landscape and identify opportunities. We’ll discuss how to tailor your approach to the specific connectivity requirements of each edge deployment, and overcome common challenges. Master crucial topics like security, privacy, and operational considerations for edge connectivity—including latency, bandwidth, and reliability—to confidently unlock the power of edge computing and future-proof your MSP business.

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Witness firsthand how service desk teams can resolve tickets in under one minute without remote control. See eProc software in action, challenging industry norms by excelling where automation and AI fall short.

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It’s rather amazing that in 2024, there are still devices out there where rebooting will fix over 60% of issues. It should be a quick fix, but for customers with distributed locations and non-technical staff, that’s not always the case. Think about a retail location. They rely on their internet connection to process transactions, but if their cable modem goes down, you need to verify power and reboot the modem before you can dispatch the carrier. This means taking a salesperson off the floor for 15-20 minutes to find the modem, unplug it, wait, plug it back in and then tell you what the lights are doing on the front of the device. (I was annoyed just typing that sentence; how do you think the store employee feels?) Cable modems are just the beginning. Most network gear needs to be rebooted as part of your tier 1 troubleshooting. Edgeboot is fully programmable to monitor whatever endpoints you desire and take the appropriate action based on your needs. Need console access into a router, firewall, switch, server, etc.? Just log into your portal and start an SSH session. Deploying Edgeboot has allowed Granite to fix 62% of our customer carrier issues in under 10 minutes, fully automated, no support team needed. The other 38% of Granite tickets are automatically generated by Edgeboot to the carrier without human involvement. This has allowed our support team to address issues that do require human intervention much more quickly. Edgeboot can allow your existing team to minimize MTTR, and address your customers in a more timely manner.

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Rumble’s video platform has exploded over the last three years with its monthly active users growing to nearly 60M and becoming a premier player in the video streaming space. Built on the video platform backbone, now Rumble is taking on Cloud by building out independent infrastructure to tackle the industry's unfair and unpredictable pricing strategies and to offer an alternative to the Big Tech giants with a Cloud alternative free from the worry of cancellation. Join this session to learn how and why we created Rumble Cloud and how you can join our mission to break free from the shackles of Big Tech.

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As companies look to extend self-service opportunities to customers or empower agents with AI assistance, generative included, they must first get their data in order. This means breaking down data silos and creating a unified data layer enabling delivery of consistently accurate and contextually relevant information across all interactions. In this session, get expert advice on how to manage knowledge in the modern CX era.

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In this compelling keynote, father and daughter team Jesse and Reesë will take the audience on a journey from the shadowy realms of black hat hacking to the forefront of data compliance. Drawing from Jesse’s past as a notorious hacker and Reesë’s groundbreaking work in data compliance, you will be given a firsthand perspective into the minds that have shaped the data compliance industry. If that’s not enough, this will be the first time Jesse Tuttle, aka Hackah Jak from the group Hackweiser, will start to share his story. Check out their bios for more on their impressive credentials.

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AI adoption has more than doubled since 2017 and its evolution leaped forward in 2023 with advances in large language models.  These advancements holds the potential to unlock trillions of dollars in economic value over the next decade.  But, implementing AI for business has unique requirements – it needs to be open, properly governed, designed for the enterprise and most importantly, create value.  Join Paul’s keynote session to explore the age of AI, including:

• Developing a foundational data fabric architecture to support LLMs,
• Delivering a competitive business advantage through strategic use cases, and
• Deploying governed AI with responsibility.

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This panel, hosted by Telarus CRO Dan Foster, features AI technology experts across cloud, contact center, cyber security, IOT, and MSP markets. Discussion will cover AI marketplace trends and how partners can monetize opportunities and businesses can enjoy new efficiencies by leveraging AI.  Topics include, among others:

• New feature sets like AI-powered conversation capture to help drive revenue for CCaaS customers.
• How AI is helping organizations augment their workforce productivity rather than replacing them.
• How AIOT (Artificial Intelligence of Things) advancements are helping to make our world safer and healthier.
• Can AI be the secret weapon in combating evolving cyber threats
• Embracing the reality of AI to drive explorative conversations and uncover opportunities within the IT framework that break down existing silos.

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This session explores the impact of AI in Defect Detection for Manufacturing. Showcasing our Defect Detection solution in textile manufacturing, we show you how AI revolutionizes real-time defect detection, optimizing production and improving manufacturing quality processes. Also, learn how AI can be used in various use cases for Object Detection. Join us to discover how AI is reshaping quality control and sustainability in diverse industries.

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Are you interested in learning how Generative AI (Gen AI) can revolutionize various business processes? Don't miss this engaging session that will showcase eight innovative applications of Gen AI, demostrating how Gen AI can be leveraged for creative problem-solving, automating routine tasks, and generating novel solutions in areas ranging from marketing to product development. The aim of this session is to inspire and educate business professionals about the exciting opportunities Gen AI presents, setting the stage for a future where AI-driven innovation is a key competitive advantage.

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Communications Platform-as-a-Service (CPaaS) adoption is growing as companies increasingly tap into an API-based approach to elevate the customer experience they deliver. Successful companies effectively use CPaaS to improve key business metrics, including customer satisfaction and revenue growth. In this session, we’ll explore how enterprises are moving beyond the basics of SMS, click-to-call, and webchat to leverage advanced CPaaS capabilities such as workflow automation and analytics to deliver even greater business benefit.

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In just one year since its launch at MSP Expo 2023, GFI AppManager has transformed how over 1,100 MSPs run their business. Join us for a live demo and see how this powerful platform simplifies management, automates critical tasks, and delivers the insights needed to drive growth and client satisfaction. We'll share success stories and demonstrate how real MSPs leverage GFI AppManager to streamline their operations and improve their services. Plus, get a sneak peek at the advanced AI-powered features coming soon to GFI AppManager. Discover how you can harness predictive analytics and intelligent insights for an even greater competitive edge.

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In today’s rapidly evolving business landscape, Workforce Management (WFM) is still a critical yet underrepresented component in shaping Customer Experience (CX) strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.

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Hear about and understand the data trends and challenges that are shaping the future of innovative workforce insights:

• Productivity Insights
• Talent Visibility
• Tech Adoption Levels
• Resources Utilization
• Contract Billing Governance

Discover how Nippon's innovative solution elevate your workforce management coaching strategies.

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This session will showcase how eProc Control Center is transforming IT support. We will highlight its capability to enable Help-Desk technicians to resolve IT support tickets in under one minute, without remote control, user interference, or interruptions. This presentation will demonstrate how our solution significantly improves efficiency and streamlines the ticket resolution process.

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Always one of the most popular and best-attended events at the Future of Work Expo #TECHSUPERSHOW. Come hear from a group of hot startups and ICOs working hard to shake up and disrupt their industries. At IDEA Showcase, entrepreneurs focused on transforming markets - or creating entire new categories - give their best 5-minute pitches to a discerning panel of judges. Companies present their unique value proposition - then the audience and judging panel each determine who is the most disruptive. IDEA Showcase @ ITEXPO is an evening full of next-generation innovation, powerful networking and high energy!

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In a world where AI is not just an option but a necessity, Eric Vaughan, CEO of IgniteTech and GFI Software, stands at the vanguard of a corporate revolution. His presentation, "AI or Bust: The Non-Negotiable Revolution," is not just a talk—it's a call to arms for every business leader and team member who wants to remain relevant in the fast-approaching future. Eric will recount his bold mandate for "AI Mondays," where the norm is shattered, and the entire company dedicates one day solely to Gen AI—no calls, no visits, just pure innovation. He'll share the philosophy that drove him to run a 30-day campaign, after which he made the tough call to let go of those who wouldn't engage with the AI transformation, echoing his stark realization: "I've seen the future. I need to bring you along with me. I know this to my core. This is important. This is nothing like any other technology trend we've seen that's mattered in years." Attendees will leave with more than just insights—they'll leave with a blueprint for action. Eric's journey is a testament to the urgency of adopting AI-first thinking and the transformative power of AI in business. This session is designed to inspire, to exalt, and to empower you to return from the conference ready to take decisive action. Join us for a glimpse into the future of business through the lens of a leader who's not just riding the wave of AI, but creating it.

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