Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Genesys: Goodbye, NPS. Hello, People-centric, End-to-End Experience Benchmarking!
K-01 For decades, organizations have fixated on achieving high Net Promoter Scores (NPS) but had little detail into the “why” behind the score—either good or bad. In today’s experience economy, understanding what makes or breaks customer and employee loyalty is vital to business success. And organizations are taking note: more than 80% of CX leaders believe the ability to measure satisfaction across the entire journey is critical to their business strategy. Providing insights only into the end of the journey, NPS no longer meets the needs it once sought to serve.
Join Dr. Peter Graf, Chief Strategy and Operations Officer at Genesys as he discusses:
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Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Cisco: How Hybrid Models are Successfully Transforming the Work and Customer Experience
K-02 According to a recent Cisco-sponsored a global hybrid work study, 98 percent of all meetings will have at least one remote participant. With hybrid work becoming the new norm, organizations are facing the challenge of redefining the future of work. This shift is revolutionizing employee retention, talent acquisition, and employee well-being. No longer can individual departments work in isolation; IT, HR, and Facilities must join forces to plan and execute a cohesive strategy. The future of work is all about enabling seamless experiences, whether at home, the office or anywhere in between. Aruna will discuss the framework needed to create those experiences and make the office a magnet, not a mandate, including the important ingredients to facilitate highly productive collaborative hybrid work:
She will also showcase Cisco's experience with hybrid work, including a discussion about the unprecedented level of collaboration between IT, Human Resources and Facilities that made offices more engaging, and ultimately ensures that hybrid work, works. Register me |
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Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Panel: The Continued Rise of AI: Embracing the Known and Unknown to Drive Business Results
K-06 This panel, hosted by Telarus CRO Dan Foster, features AI technology experts across cloud, contact center, cyber security, IOT, and MSP markets. Discussion will cover AI marketplace trends and how partners can monetize opportunities and businesses can enjoy new efficiencies by leveraging AI. Topics include, among others:
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