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May 18-22 at 11:00am EDT Daily | 16:00 BST

Webinar Week Series: Customer Contact

Pivot with Agility

Frost & Sullivan is excited to announce our Monthly Webinar Week Series, complimentary to you. Daily, at 11:00am EDT, Monday, May 18 through Friday, May 22, we will present a 30-minute webinar to help you pivot with agility.

This month will feature leading industry thought leaders sharing their insight and use cases on organizations taking on the very real challenges we face at this moment in time. Now more than ever, the ability to adapt to all that has and will continue to change is paramount.

Each speaker presentation will be followed by an interactive virtual roundtable discussion for Customer Engagement Leadership Council members. We’d love for you to join for the full hour and welcome a conversation on the dozen+ benefits of membership. Interested in learning more? Contact us today to join the Council.

Speakers

Crystal Collier

Executive Consultant
PTP

Richard Correia

Richard Correia

Director of Product Marketing
NICE

Neil Crane

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Scott Merritt

Scott Merritt

Vice President,
Global Head of Automation
Jacada

Craig Pentz

Craig Pentz

Vice President of Sales
Neustar

Don Peppers

Don Peppers

Founder, CX Speakers LLC
Author, The One to One Future

Brent Sparks

Brent Sparks

Senior Director, Self Service Platforms
Customer Success Products
PayPal

Agenda

Monday, May 18, 2020 | 11AM EDT

Why Shoot from the Hip? Use Data to Restart and Reimagine Your Business Instead

Neil Crane

Neil Crane

Vice President of Product and Technology
Cicero Inc.

Don Peppers

Don Peppers

Founder, CX Speakers LLC
Author, The One to One Future

How do you make good decisions when everything is changing? Whatever the product or brand promise, everyone has an expectation when it comes to consistency and effort. How do you measure them and deliver actionable information that drives a business case for change?

Come learn how forward-thinking practitioners are using advanced data, tools and techniques to cast new light on tried and true business principles.

Key Take-Aways:

  • Insight on the metrics that matter – where are the gaps in traditional measures as they affect customer effort and experience
  • Guide to why all the data matters … use corroborating sources to guard against misinformed analysis; watch out for patterns that reveal lowest common denominator rather than best practice by majority of service professionals
  • Blueprint of how are the benefits realized by the business, IT and the customer – focus on application of the data; what are the planned outcomes for IT, business, employee & customer

Tuesday, May 19, 2020 | 11AM EDT

Customer Service Hero Stories From the Front Lines

Scott Merritt

Scott Merritt

Vice President, Global Head of Automation
Jacada

Meet the 8 Customer Service Automation Bots Rescuing Customers & Employees.

Key Take-Aways:

  • The 4 pillars of great customer service & the missing piece in the puzzle
  • Harmonize & elevate disparate systems in days versus months. Rip & replace NOT required
  • The 8 customer service automation bots you need to recover, rebound and reimagine

Wednesday, May 20, 2020 | 11AM EDT

Optimizing Authentication for COVID-19 in the Contact Center

Craig Pentz

Craig Pentz

Vice President of Sales
Neustar

Social distancing measures have made it critical for contact centers to find new ways to handle an unprecedented volume of inbound & outbound calls without disrupting the customer experience. Discover how contact centers across the U.S. have found success navigating these challenging times, while keeping customer experience top-of-mind.


Key Take-Aways:

  • Use Case: A major inbound call center used pre-answer authentication to improve efficiency and create a frictionless customer experience
  • The drawbacks of Knowledge-Based Authentication (KBA) and the negative effect on the customer experience
  • Use Case: Outbound call centers that have dramatically improved right-party contact rates

Thursday, May 21, 2020 | 11AM EDT

Self-Service Strategy: Before, During and After a Crisis

Brent Sparks

Brent Sparks

Senior Director, Self Service Platforms
Customer Success Products
PayPal

Crystal Collier

Crystal Collier

Executive Consultant
PTP

Our world is upside down! The COVID-19 crisis has challenged us in many ways, but it also has given us an opportunity to re-examine the way we do business. Our old self-service strategy was upended, and we have done our best to react to the dramatically and rapidly changing environment. Now that we (hopefully) are approaching a new normal, what are we going to keep doing? Stop doing? Start doing?

Recovery is critical to adapt to the new normal. Join us as we explore how you can adapt to deliver the self-service options your customers now expect.


Key Take-Aways:

  • Lessons learned during the crisis
  • Critical factors to consider for future self-service strategy
  • Insight on how to develop a new self-service strategy
  • A framework to get started on mapping and delivering CX in the new normal

Friday, May 22, 2020 | 11AM EDT

Ensuring Employee Performance and Engagement in Times of Change

Richard Correia

Richard Correia

Director of Product Marketing
NICE

Contact centers are in the middle of an extraordinary and volatile time, and changes occurring with shifting employees to work at home may stay as the new normal. Given the current situation and eventual changes that will take place in the markets, organizations need to make transitions as smoothly as possible.

Through this webinar, we will share customer case studies and provide best practices to ensure organizations:


Key Take-Aways:

  • Continue to run efficiently
  • Stay on track to perform at a high level
  • Provide operational flexibility to reinforce an engaged environment where employees can manage their work and the changes around them, with limited stress and effort

Snapshot of Who’s Participating

3M
3Pillar Global Inc.
5th Talent
A1 group
Alpine Health Technologies
Anixter
APS
Avis
Banner Bank
BCD Travel
CAD R&D Centre PROGRESS
Centene
Church Pension Group Services Corporation
Conn3ct
DEKRA
Dow Chemical International Pvt Ltd
Dude Solutions
Ea
Emmersion Learning

Emtel
Enterprise Ireland (Main)
ERC
Erie Insurance
Eventus Solutions Group
FANUC India Pvt Ltd
Filene Research Institute
Florida Blue
Geotab USA, Inc.
Grainger
Group O
Growth Potential
Handelsbanken
Hexagon Consulting
HNGIL
Hoist Finance
Injection Consulting
JSC Federal Credit Union
Kevin Martin Associates
KPA

Macys
Magnitude Software
Management Controls Inc.
Medavie Blue Cross
Mpathy Plus
NCTI
nicmar
Nokia
Outcome Health
Playvox
REDCap Cloud
Root Insurance
Ruby
SAFETY PRODUCTS INC
Scottish Development International
SDMI
Servion Global
Sharp HealthCare
Signature Flight Support
Sinch

SPI
State Farm Insurance
Sunwing
SupportNinja
Swiss Post Solutions Inc
TECO Energy
Teleperformance
The FM TEam
toperformance
Toyota Motor Mexico
Trustmark National Bank
Ubisoft
UMW
Uniphore
United Power
VXI
Webhelp
Wix
Zephyr Partners Solutions
Zinier Inc

Sponsorship Inquiries

Get in touch now!
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