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Conference Program

KEYNOTE ANNOUNCED

Combatting Cybersecurity Threats with Behavioral Analytics

Jennifer Blatnik
VP, Cloud, Security, Enterprise Marketing

Thank You for Participating in the Florida Event - 2023 Information Will Be Available Shortly.

Until then, check out what happened in at the Florida 2022 event.

Check back soon for updates to the ITEXPO 2019 Program

Click here to view the 2017 ITEXPO Conference Program Click here to view the 2017 ITEXPO Speaker list
Wednesday, January 30 Thursday, January 31 Friday, February 1
Exhibit Hall Hours 5:00-7:00pm 11am-4:00pm 11:00am-2:00pm

Days


Tracks

Tuesday, February 13, 2024
10:00-10:45am
Tuesday - 2/13/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
11:00-11:45am
Tuesday - 2/13/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
12:00-12:30pm
Tuesday - 2/13/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
1:30-2:00pm
Tuesday - 2/13/24
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
2:05-2:45pm
Tuesday - 2/13/24
Future of CX (209A)
The Basics: Architecture & Platform Integration
CX-05
CTO
Mitel
Director of Product Management, Contact Center
8x8
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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
3:00-3:45pm
Tuesday - 2/13/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
4:00-4:45pm
Tuesday - 2/13/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
Wednesday, February 14, 2024
9:00-9:45am
Wednesday - 2/14/24
Future of CX (209A)
How AI + Automation + Analytics Shapes CX
CX-08
President and CTO
Company Nurse powered by Lintelio
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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
10:00-10:45am
Wednesday - 2/14/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
11:00-11:45am
Wednesday - 2/14/24
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
12:30-12:55pm
Wednesday - 2/14/24
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
1:00-1:25pm
Wednesday - 2/14/24
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
Thursday, February 15, 2024
8:15-9:00am
Thursday - 2/15/24
Future of CX (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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
1:00-1:45pm
Thursday - 2/15/24
Future of CX (209A)
The Role of CPaaS and APIs in CX
CX-14
Partner & CMO
CPaaS Acceleration Alliance
Director of Product Management, Webex Connect
Cisco
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.
Register me
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology
2:00-2:45pm
Thursday - 2/15/24
  Enterprise Metaverse
  Enterprise Technology
  Future of CX
  Future of Work
  Generative AI
  MSP Expo Business Track
  MSP Expo Tech Track
  Service Provider Technology

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