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Days


Tracks

Tuesday, February 13, 2024
8:00am-6:00pm
Tuesday - 2/13/24
()
Registration Counters Open
X-01
  
9:30am
Tuesday - 2/13/24
()
Continental Breakfast Served
X-02
  
10:00-10:45am
Tuesday - 2/13/24
(209A)
CX Transformation: Why Do It and What's Involved
CX-01
CEO & Principal Analyst
Metrigy
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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11:00-11:45am
Tuesday - 2/13/24
(209A)
Leading on CX Transformation: Best Practices for Proven Success
CX-02
As companies across verticals and of all sizes recognize the mission criticality of excellent service, and where they fall short, customer experience transformation projects abound. Some address foundational underpinnings, while others aim to push the state of the art via digital channel adoption, the use of AI and automation, workforce optimization, or other advanced applications. Unfortunately, many will fail to deliver on desired outcomes. Don’t let this happen to your organization! In this session, CX leaders who have led successful CX transformations for their companies will share their best practices advice on how to implement change and achieve measurable business improvements.

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12:00-12:30pm
Tuesday - 2/13/24
(209A)
The ROI of AI and Automation
CX-03
CEO
IntelePeer
Director of Product Marketing
Salesforce
Director of Product Marketing
Cresta
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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12:30pm
Tuesday - 2/13/24
()
Conference Luncheon
X-03
  
1:30-2:00pm
Tuesday - 2/13/24
(209A)
Session Details TBA
CX-04
  
2:05-2:45pm
Tuesday - 2/13/24
(209A)
The Basics: Architecture & Platform Integration
CX-05
Vice President of Research and Principal Analyst
Metrigy
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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3:00-3:45pm
Tuesday - 2/13/24
(209A)
AI's Role in Customer Experience Improvements
CX-06
CEO & Principal Analyst
Metrigy
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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4:00-4:45pm
Tuesday - 2/13/24
(209A)
Demystifying & Differentiating Approaches to AI in CX
CX-07
CEO & Principal Analyst
Metrigy
CMO
UJET
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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5:00pm
Tuesday - 2/13/24
  Special Networking Event
Wednesday, February 14, 2024
7:30am-7:00pm
Wednesday - 2/14/24
()
Registration Counters Open
X-05
  
8:30am
Wednesday - 2/14/24
()
Continental Breakfast Served
X-06
  
9:00-9:45am
Wednesday - 2/14/24
(209A)
How AI + Automation + Analytics Shapes CX
CX-08
Hear directly from companies that are using AI, automation, and analytics to improve their customer experience during this lively session. They’ll provide information on how they decided to use the three As, what kind of results they’re seeing (with real metrics), how they sold the idea to internal stakeholders, and what their plans are for the future. We’ll also learn why they selected the providers they did, and how the relationships are progressing.

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10:00-10:45am
Wednesday - 2/14/24
(209A)
How Successful Companies Improve Agent Experience
CX-09
GVP, Product Management
Avaya
Vice President of Research and Principal Analyst
Metrigy
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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11:00-11:45am
Wednesday - 2/14/24
  
11:45-12:30pm
Wednesday - 2/14/24
()
Conference Luncheon
X-07
  
12:30-12:55pm
Wednesday - 2/14/24
(209A)
Session Details TBA
CX-11
  
1:00-1:25pm
Wednesday - 2/14/24
(209A)
Session Details TBA
CX-12
  
1:30pm
Wednesday - 2/14/24
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Genesys: Goodbye, NPS. Hello, People-centric, End-to-End Experience Benchmarking!
K-01
Peter Graf
Chief Strategy and Operations Officer
Genesys
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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  Keynote Presentation
2:00pm
Wednesday - 2/14/24
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Cisco: How Hybrid Models are Successfully Transforming the Work and Customer Experience
K-02
Aruna Ravichandran
SVP & Chief Marketing & Customer Officer
Webex by Cisco

According to a recent Cisco-sponsored a global hybrid work study, 98 percent of all meetings will have at least one remote participant. With hybrid work becoming the new norm, organizations are facing the challenge of redefining the future of work. This shift is revolutionizing employee retention, talent acquisition, and employee well-being. No longer can individual departments work in isolation; IT, HR, and Facilities must join forces to plan and execute a cohesive strategy. The future of work is all about enabling seamless experiences, whether at home, the office or anywhere in between.

Aruna will discuss the framework needed to create those experiences and make the office a magnet, not a mandate, including the important ingredients to facilitate highly productive collaborative hybrid work:

  • Enabling end-to-end experiences that support how you work in an open and extensible technology ecosystem.
  • Delivering smart connections and devices that support the needs of both office based and remote team members.
  • Extending hybrid work technology with machine learning and artificial intelligence that uplifts and scales seamless experiences and productivity - and ensures that all employees feel included.
  • Providing visibility, manageability, and insights no matter where employees work - with security built-in, not bolted on.
  • Supporting customers through innovations to contact center in the cloud that help scale resources working from home or in the office.
  • Ensuring interoperability without sacrificing user experience.
  • Making hybrid work a reality regardless of employee presence – whether in the home, office, or automobile.

She will also showcase Cisco's experience with hybrid work, including a discussion about the unprecedented level of collaboration between IT, Human Resources and Facilities that made offices more engaging, and ultimately ensures that hybrid work, works.



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  Keynote Presentation
2:30pm
Wednesday - 2/14/24
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Avaya
K-03
Alan Masarek
President and CEO
Avaya
  Keynote Presentation
3:00-7:00pm
Wednesday - 2/14/24
(Expo Hall A)
Future of CX Expo #TECHSUPERSHOW Expo Hall Grand Opening
X-08
  
3:30pm
Wednesday - 2/14/24
  Solutions Theatre
4:00pm
Wednesday - 2/14/24
Solutions Theatre (Hall A Theatre, 800 Aisle)
Solutions Showcase Session: Redefining Technical Support Efficiency in a World Focused on Automation and AI
SS-02
See eProc software in action, challenging industry norms by excelling where automation and AI fall short. Witness firsthand how service desk teams can resolve tickets in under one minute without remote control.

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  Solutions Theatre
4:30pm
Wednesday - 2/14/24
  Solutions Theatre
5:00-7:00pm
Wednesday - 2/14/24
Special Networking Event (Expo Hall A)
Grand Opening Reception in Expo Hall
X-09
  Special Networking Event
5:00pm
Wednesday - 2/14/24
  Solutions Theatre
5:30pm
Wednesday - 2/14/24
  Solutions Theatre
Thursday, February 15, 2024
7:30am-5:00pm
Thursday - 2/15/24
()
Registration Counters Open
X-10
  
8:00am
Thursday - 2/15/24
()
Continental Breakfast Served
X-11
  
8:15-9:00am
Thursday - 2/15/24
(209A)
Getting Smart on Knowledge Management & Data Platforms
CX-13
Sr. Practice Director, Chief KM Strategist
Verint
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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9:10am
Thursday - 2/15/24
  Keynote Presentation
9:30am
Thursday - 2/15/24
  Keynote Presentation
10:00am
Thursday - 2/15/24
  Keynote Presentation
10:30-11:15am
Thursday - 2/15/24
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Panel: The Continued Rise of AI: Embracing the Known and Unknown to Drive Business Results
K-06
Dan Foster (Keynote)
CRO
Telarus

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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  Keynote Presentation
11:00am-5:00pm
Thursday - 2/15/24
(Expo Hall A)
Future of CX Expo #TECHSUPERSHOW Expo Hall Open
X-12
  
12:00pm
Thursday - 2/15/24
1:00-1:45pm
Thursday - 2/15/24
(209A)
The Role of CPaaS and APIs in CX
CX-14
Partner & CMO
CPaaS Acceleration Alliance
Senior Director, Developer Marketing
RingCentral
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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2:00-2:45pm
Thursday - 2/15/24
(209A)
Session Details TBA
CX-15
  
3:00pm
Thursday - 2/15/24
Special Networking Event (Expo Hall A)
Future of CX Expo #TECHSUPERSHOW Booth Crawl
X-14
  Solutions Theatre
  Special Networking Event
3:30pm
Thursday - 2/15/24
  Solutions Theatre
4:00pm
Thursday - 2/15/24
  Solutions Theatre
4:30pm
Thursday - 2/15/24
  Solutions Theatre
5:00pm
Thursday - 2/15/24
Special Networking Event (Floridian Ballroom, 3rd Floor)
IDEA Showcase Startup Pitches & Reception
IDEA-01
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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  Special Networking Event
8:00-10:00pm
Thursday - 2/15/24
Special Networking Event (The Whart Fort Lauderdale)
Future of CX Expo #TECHSUPERSHOW Networking LIVE Party
X-15
  Special Networking Event

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