CX EMEA

September 30 – October 1  |  Live Virtual Experience

Premium Spotlight Sessions

CallMiner Eureka: Intelligent, Actionable CX Insights from Conversations

View this CallMiner customer experience demonstration to see how our Eureka platform can enable your organisation to intelligently enhance customer experience with impactful insights by revealing rich CX insight, from both customer and agent perspectives, across all voice and text-based interactions. Learn how to get deep understanding of CmX quality, loyalty, and effort across 100% of customer conversations and easily display, examine and share insights across your entire enterprise.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Alex Robson, CallMiner

 

Clarabridge: 4 Essentials to Value-Driven Customer Experience

In order for organizations to have a value-driven customer experience program they need to start by designing a program that is truly omnichannel and to do that they need the right solution. Join Hala Agha, Senior Solutions Engineer, as she shares the 4 Essentials to Value-Driven Customer Experience by Clarabridge. In this session you will learn the importance of your CEM solution being rooted in Natural Language Understanding, how to seek out the best time-to-value solution, and the significance of aligning your insights with ROI.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Hala Agha, Clarabridge

Clarasys: CX for CX: The experience for our clients as we help them with their CX

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Five9: How Five9 and Verint Reimagine Agent Engagement

As more employee interactions switch from on-site to remote working, how do we ensure that agents remain engaged, motivated and productive? Join our product session spotlight to learn how the Five9 Workforce Optimization (WFO) Solution, powered by Verint, drives memorable customer experiences and keeps your agents efficient, engaged and on fire!

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Huw Jones, Verint

Thomas John, Five9

Forsta: The New World of Customer Feedback

Closing the loop on customer feedback isn’t just about following up with a single customer when they responded to a survey with a poor score, closing the loop really means you’ve asked for feedback, your customers answered, you listened, you took action, and your customers can recognize this action through their experiences. Doing this is now easier. Watch this demo to learn how with Forsta we grow smarter together.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Tricia Aguilar, Forsta

Glassbox: Acting on Voice of Customer Feedback

This 10 minute demo will show you how to use digital experience analytics to effortlessly see the context behind your customers feedback and thereby understand it. You will learn how Ad hoc funnels can immediately quantify the impact of the issues surfaced on 100% of your audience, even ones who didn’t leave feedback, helping you accurately prioritize interventions. You will see how journey mapping augmented with CSAT scores reveal how negative experiences influence customer behavior.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Michael Horwitz, Glassbox

InMoment: Transforming data into actionable ROI insights

Tailored predictive 

While other vendors may use a simple predictive model in their dashboards, ur approach to predictive modelling (dashboards) is very unique. Predictive dashboards are tailored around our clients KPIs and goals, which we collect on an ongoing basis through whiteboard sessions with their core stakeholders. This enables are client to empower their teams to drive ROI based actions, and constantly measure back to success

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Radi Hindawi, InMoment

Medallia: Solutions for the Contact Center

Learn how organizations can leverage Medallia to see all interactions within their contact centers and ultimately take steps to improve customer and employee experiences. From post-interaction surveys and chat transcripts to speech analysis and more, contact centers can now capture and integrate all customer signals to streamline insights, reduce the cost to serve, and increase agent performance and engagement.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Rachel Lane, Medallia

Microsoft: Unlock Your Data to Engage Customers with Purpose

Organizing and understanding first-party customer data is your most powerful resource in delivering a personalized level of support and engagement to customers. Learn more about how you can leverage customer data, AI-powered insights and deep analytics to activate seamless cross-channel experiences and personalize customer interactions, all while maintaining highest standards of consumer trust and privacy — building sustained success in a data-driven world.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Thiale Diop, Microsoft

The Odigo Customer Experience

Join this Odigo demo session to understand how you treat and serve your customers can be a defining moment in the customer journey. Learn how to work with the Odigo solution and the benefits it can bring to your organisation, your agents and most importantly, your customers. Odigo, customer experience as it was meant to be.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

ServiceNow: Automate Customer Service with Now Intelligence

Now Intelligence can power greater levels of self-service, automation and continual service improvement. In this demo, we’ll dive into Virtual Agent to see how it can answer questions using natural language and guide customers through dialogues to fulfill common requests using workflow and integration. We’ll see Predictive Intelligence categorize and prioritize cases automatically. And we’ll review how Virtual Agent analytics shows conversation trends and identifies focus areas for building more VA topics to expand self-service.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Kathy Neff, ServiceNow

Talkdesk CX Cloud: Better Customer Experiences

Watch this demo to see how Talkdesk CX Cloud offers a better way for businesses and customers to engage with one another. As an end-to-end solution, CX Cloud ensures businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Darren Kunkel, Talkdesk

Zendesk messaging: Customer service in a digital-first world

Zendesk Messaging provides customers with the unique flexibility to pop in and out of the conversation at their leisure, while giving CX teams the tools to automate answers to get back to customers faster (using Answer Bot with Flow Builder), and easily manage all conversations from a unified workspace.This three-part demo shows the end-to-end experience across an end user, agent and admin using Zendesk messaging.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Presenter Spotlight Sessions

Alida: YOOX Net-a-Porter Success with a 360-degree View of Customers

YNAP prioritizes a 360-degree view of customer experience (CX). Taking signals from always-on feedback trackers tells YNAP where to focus their customer insights and empowers them to understand customer preferences and experiences. Discover how YNAP’s holistic view of CX enables them to have an impact on business outcomes ranging from customer loyalty and new revenue opportunities, to marketing initiatives and product improvements. The more you know about your customers, the better you are at improving all of their experiences with you.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.
Katrina Oliver, YOOX NET-A-PORTER GROUP

Alvaria: Reshaping Customer Experience

From the merger of two leaders in the CX space, Aspect Software and Noble Systems, comes Alvaria. A new global force delivering leading edge customer experience and workforce engagement software as well as cloud services technology solutions. In this session, Alvaria CPO and CMO Michael Harris discusses the benefits of this merger and other topics, including how Alvaria is reshaping customer experience and what the future holds.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Michael Harris, Alvaria

eGain: Knowledge Hubs for Customer Service–What, Why Now, and How

Many contact center agents quit the workforce amid the “Great Resignation” in 2020 and a big chunk of the remaining agents continue to work from home as Covid lingers. Meanwhile, 57% of consumers say that they got different answers for the same question from different agents and in different customer service channels during the outbreak last year.
How do you provide knowledgeable customer service in this new normal and maximize the effectiveness of work-from-home agents?
The answer lies in deploying the next generation of knowledge, the knowledge hub. What is it and how does it simultaneously elevate both the customer and the agent experience? Moreover, how does it make it easy for the business to adopt it risk-free and get quick value from it?
Listen to our session “Knowledge Hubs for Customer Service–What, Why Now, and How”, featuring Stephen Kennedy, Solution Director at eGain, to learn more.
Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

EPAM Continuum: Consumers Unmasked

The consumer environment is changing more rapidly now than at any point in time, but how the last 18 months will impact the future is unknown. It has therefore never been more important to stay in tune with changing consumer habits. Join us to hear insights from EPAM Continuum’s latest primary research. We have monitored changes in consumers attitudes, sentiment and behaviour, and identified where businesses are currently investing to adapt to these shifting demands.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Alex van Gestel, EPAM

Genesys 2021: Vision & Beyond

Peter Graf, Chief Strategy Officer at Genesys, will take the audience through the key changes in our industry, with working more remotely, more digital interactions and more virtual engagement. For Genesys’ strategy, which can be summarized as Experience as a Service, empathy is the new differentiator. In this presentation you will learn and get inspired how organizations can drive more empathy to their customer experience strategy.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Dr. Peter Graf, Genesys

Intercom: Striking a Balance Between Efficiency and Personalisation with Automated Self-Service

Conversation volumes and customer expectations keep rising while support teams have to choose between the impossible: staying personal with customers or being efficient as a team. This case study session will show you how mobile virtual network operators, SMARTY, chose both. SMARTY implemented automated chatbots and self-service support to manage the sharp increase of 56,000 monthly customer conversations while continuing to create the same, conversational experiences their customers expected.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Nick Wellner, Intercom

Iterable: Creating a differentiated customer experience with Katie Barends, Solutions Consultant at Iterable

Authenticity, connection and joy—the key components of a memorable experience. Iterable enables marketers to put forth their authentic selves into their work and build meaningful relationships with each and every one of their customers at scale. Follow along as we share how Uphabit, Aspiration and PolicyGenuis use Iterable to create, execute and optimize campaigns to drive customer engagement across channels with unparalleled data flexibility.

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Katie Barends, Iterable

Sinch: Turn mobile communication into converting conversations

Whether you realize it or not, the way your customers communicate has changed. Learn how top brands are driving more conversions, one conversation at a time – and how you can do the same!

Please note, by viewing this sponsor’s session you will be included in the sponsor’s session lead report.

Jonathan Bean, Sinch