Tuesday, February 11, 2025
10:00-10:45am
Tuesday - 2/11/25
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Future of CX (Grand C)
Consumers Aren’t Enthusiastic About AI – How Can Businesses Address their Concerns?
FOCX-01 Business leaders are bullish on the business value of AI, with implementations ranging from self-service bots, agent assist for customer service, and predictive analytics for sales, to name a few. Their goals include improving customer experience, along with revenue and employee longevity.
The problem is customers aren’t sharing that enthusiasm. They say customer service isn’t improving, and they generally aren’t receptive to chatbots and other emerging technologies.
Metrigy has recently completed extensive research on practical applications of AI, studying both the companies and the consumers using the technology.
During this two-part session, Metrigy CEO & Principal Analyst Robin Gareiss will answer the following questions:
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11:00-11:45am
Tuesday - 2/11/25
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Future of CX (Grand C)
With the plethora of technology innovations happening in CX, it can be difficult to prioritize those that deliver the best return on your investment. In this session, you’ll learn where the Metrigy Research Success Group is finding top value in CX deployments around AI, analytics, proactive outreach, agentics, and more. You’ll walk away with technologies to consider, the reasons why, and the success metrics driving ROI.
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12:00-12:30pm
Tuesday - 2/11/25
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1:30-1:55pm
Tuesday - 2/11/25
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Future of CX (Grand C)
The Future of AI in the contact center is constantly being defined. Much of it depends on the quality of voice data as it passes through audio and video endpoints. In addition, contact centers leaders must find new ways to incentivize agents in hybrid work situations to focus on customer satisfaction. In this environment, real-time tools empower agents to recognize customer signals and provide quality outcomes. Hear how taking an agent focused approach can elevate agent experience and customer satisfaction.
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2:00-2:45pm
Tuesday - 2/11/25
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Future of CX (Grand C)
AI is poised to explode in its ability to help companies increase revenue. How? By assisting sales teams to personalize interactions, predict what offers customers or prospects will accept, and provide specific recommendations. AI applications can help inside and outside sales teams, sales managers, and even frontline or virtual customer service employees.
During this session, Metrigy CEO & Principal Analyst Robin Gareiss will answer the following questions:
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3:00-3:45pm
Tuesday - 2/11/25
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Future of CX (Grand C)
The healthcare vertical has become one of the top industries focused on using technology to improve the customer experience, or in healthcare terminology, the patient experience (PX). As digital channels, proactive outreach, and AI-powered self-service become common in other industries, consumers also expect the same from healthcare. AdventHealth, which employs 80,000 employees in nine states and operates 51 hospitals, leverages technology to help its widely distributed workforce serve patients better. In this “fireside chat” session, Michael Guerrero will discuss what the company is doing--and share his thoughts on how to take PX to the next level.
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4:00-4:45pm
Tuesday - 2/11/25
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Future of CX (Grand C)
As contact centers evolve to become critical hubs for customer engagement, ensuring the security of CX platforms and applications has become a top priority. For many companies, this has meant elevation of CX security to the level of chief information security officer, charged with putting a strategy in place for fending off nefarious actors and maintaining customer trust. In this session, we’ll walk through the tough security challenges facing contact centers today and share top techniques for getting ahead of them.
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Wednesday, February 12, 2025
9:00-10:00am
Wednesday - 2/12/25
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Future of CX (Grand C)
Agent Assist and Virtual Assistants: How are Companies Supercharging their Agents?
FOCX-08 CX leaders are increasingly focused on agent productivity—and a key way they make that happen is through the use of advanced technology. Agent assist is the most widely used AI application to help agents deliver better customer experience, as well as the top AI application to help close sales. Benefits are profound, with a 36% increase in revenue and a 39% boost in customer satisfaction. At the same time, full automation through virtual AI agents is helping to drive agent productivity and reduce costs.
During this session, you’ll learn key best practices based on a global study of more than 600 companies for adding or improving agent performance through the use of agent assist and virtual AI agents.
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10:00-10:45am
Wednesday - 2/12/25
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Future of CX (Grand C)
As the landscape of work continues to evolve, business leaders MUST have a seat at the CX and EX table to drive meaningful change! This session will empower executives and frontline leaders alike to not only anticipate but also actively shape the future, ensuring their organizations are ready to meet tomorrow’s challenges head-on. We’ll discuss how to lead impactful change within your organization, aligning workforce, tooling, and process practices with broader business objectives and fostering a culture of innovation and adaptability.
Join us as we chart a course for the future of work, equipping you with the insights and strategies needed to lead with confidence, drive operational excellence, and create lasting impact.
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11:00-11:45am
Wednesday - 2/12/25
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Future of CX (Grand C)
Microsoft has made strategic moves into CX, with an eye on enabling companies to leverage Teams for their calling and contact center needs. In this session, we’ll take a look at Teams contact center use cases, as well as provide insights and guidance on how to integrate Teams into the contact center environment. Whether you’re considering a tech upgrade or interested in future trends, attend this session to gain insights on how Microsoft thinks about CX, and the benefits and challenges of working with Microsoft and its partners.
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12:00-12:45pm
Wednesday - 2/12/25
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Future of CX (Grand C)
Whether reaching out to customers with special offers, appointment reminders, shipping notifications, or the like, companies have long been challenged by non-responsiveness. That is, consumers too often ignore legitimate outreach for fear that a bad actor is behind the call or message. Branded calling and branded messaging can help solve this problem, enabling companies to increase trust and credibility of their outreach while building brand awareness and increasing engagement. In this session, you'll learn:
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Thursday, February 13, 2025
12:00-12:45pm
Thursday - 2/13/25
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Future of CX (Grand C)
SPECIAL ROUNDTABLE SESSION - CX Lens: What Does Your AI Workforce of the Future Look Like?
FOCX-12 Enterprises are under pressure to deliver next-gen customer service experiences, and as a result, many are turning to AI Agents, powered by Generative and Conversational AI. Join an interactive roundtable discussion with like-minded Customer Service and CX leaders around the intersection of AI and real-world challenges. Hosted by Gartner and Forrester Conversational AI leader, Cognigy, share and hear real-world stories about how AI is transforming CX and catapulting ROI, and get inspired about how to form your AI workforce of the future.
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