Get Educated at CX17

Join us for CX17 Education Day on Friday 9th June. Available only for CX17 attendees, Education Day classes provide a better understanding of the leading challenges in CX strategy optimization.

The Omnichannel Contact Center

Omnichannel is challenging contact centers to take a fresh look at how they manage the changing dynamics of delivering on the brand promise. Understanding the strategic value and adapting your contact center to the new age is an imperative in meeting your CX objectives. This session will get you thinking about the gaps in your strategy and get you on the path to your desired future state.

Speakers: Gilles Talbot and Rutger Wilschut

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Effective IVR and Call Routing Design

The goal of IVRs and call routing is to get the interaction to the right resource as quickly as possible with the least amount of customer effort. Overly complex designs can become unmanageable, overly simple designs can drive transfers, callbacks, and undermine your efforts to increase self-service adoption. This session will provide DIY tips to design efficient, user friendly systems your customers will use and promote.

Speakers: Elena Pueyo and Rebecca Owens

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Change Management in a Time of Constant Change

Today’s era of rapid technology innovations, information overload, and constant change is stressing organizations ability to meet customer demands for channel choices and seamless, low effort interactions. Enlightened organizations recognize that investing in change management is as critical as investing in technology and process redesign to achieving CX objectives. Attend this session and learn how to utilize a change management strategy that understands the impact of technology, enables employee engagement and drives performance to heights that will wow your customers.

Speakers: Jodi Thompson and Noelia Romanillos

View the Presentation

Education Day Agenda

Friday 9th June

08h30 – 09h00

Coffee, tea and biscuits | Room 313/315

09h00 – 10h3

Change Management in a Time of Constant Change | Hall 300

Today’s era of rapid technology innovations, information overload, and constant change is stressing organizations ability to meet customer demands for channel choices and seamless, low effort interactions. Enlightened organizations recognize that investing in change management is as critical as investing in technology and process redesign to achieving CX objectives. Attend this session and learn how to utilize a change management strategy that understands the impact of technology, enables employee engagement and drives performance to heights that will wow your customers.

Speakers: Jodi Thompson and Noelia Romanillos

10h30 – 10h45

Coffee, tea and biscuits | Room 313/315

10h45 – 12h15

Effective IVR and Call Routing Design | Hall 300

The goal of IVRs and call routing is to get the interaction to the right resource as quickly as possible with the least amount of customer effort. Overly complex designs can become unmanageable, overly simple designs can drive transfers, callbacks, and undermine your efforts to increase self-service adoption. This session will provide DIY tips to design efficient, user friendly systems your customers will use and promote.

Speakers: Elena Pueyo and Rebecca Owens

12h15 – 12h45

Box lunch | Room 313/315

12h45 – 14h15

The Omnichannel Contact Center | Hall 300

Omnichannel is challenging contact centers to take a fresh look at how they manage the changing dynamics of delivering on the brand promise. Understanding the strategic value and adapting your contact center to the new age is an imperative in meeting your CX objectives. This session will get you thinking about the gaps in your strategy and get you on the path to your desired future state.

Speakers: Gilles Talbot and Rutger Wilschut