Tuesday, February 11, 2025

10:00-10:45am

Tuesday - 2/11/25

Future of CX

Consumers Aren’t Enthusiastic About AI – How Can Businesses Address their Concerns?
FOCX-01

Grand C

Robin Gareiss

CEO & Principal Analyst

Metrigy

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:

Nearly 70% of companies are using generative AI. How will they use it, and to what extent do CX leaders and consumers trust it?
What types of AI do companies use for customer interactions—and do customers even want to use them?
Where are the gaps and alignments with what companies are doing and what consumers want to use?

11:00-11:45am

Tuesday - 2/11/25

Future of CX

Top 5 CX Priorities to Ensure Measurable ROI
FOCX-02

Grand C

Robin Gareiss

CEO & Principal Analyst

Metrigy

Ellyn Waleski

Millenial Consumer

Metrigy

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.

1:30-1:55pm

Tuesday - 2/11/25

Future of CX

AI That’s On Your Side: Real-Time Solutions for Customer Satisfaction
FOCX-04

Grand C

Vern Fernandez

Senior Business Development & Strategic Alliances Manager

Jabra

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.

2:00-2:45pm

Tuesday - 2/11/25

Future of CX

Why AI Should Be Part of All Sales Organizations
FOCX-05

Grand C

Leo Boulton

Head of Product Solutions and Industry Marketing

Zoom Video Communications

Robin Gareiss (Moderator)

CEO & Principal Analyst

Metrigy

Jason Valdina

Sr. Director, GTM Strategy, Channels & Desktop

Verint

Andy Watson

Senior Product Marketing Manager

RingCentral

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:

How does AI help sales activities?
What specific applications of AI work well for sales initiatives?
How extensively is AI helping companies increase their revenue?
Why does the use of AI in sales correlate so highly to success?

3:00-3:45pm

Tuesday - 2/11/25

Future of CX

How AdventHealth is Improving Patient Experience
FOCX-06

Grand C

Robin Gareiss

CEO & Principal Analyst

Metrigy

Michael Guerrero

Director of Cloud Telephony

Advent Health

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.

4:00-4:45pm

Tuesday - 2/11/25

Future of CX

CX Security: Addressing Modern Threats and Protecting Customer Trust
FOCX-07

Grand C

Robert Blanton

Solutions Consultant

UJET

Rich Krizan

Director of Product Management

Ribbon Communications

Beth Schultz (Moderator)

Vice President of Research and Principal Analyst

Metrigy

Douglas Tait

Director, Global Markets

Oracle

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.

Wednesday, February 12, 2025

9:00-10:00am

Wednesday - 2/12/25

Future of CX

Agent Assist and Virtual Assistants: How are Companies Supercharging their Agents?
FOCX-08

Grand C

Frank Fawzi

CEO & President

IntelePeer

Robin Gareiss (Moderator)

CEO & Principal Analyst

Metrigy

Michael Guerrero

Director of Cloud Telephony

Advent Health

Hardy Myers

SVP, Global Partnerships

Cognigy

Jonathan Rosenberg

CTO & Head of AI

Five9

Elizabeth Tobey

VP of Marketing

NICE

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.

What is agent assist, and how are companies using it?

How is agent assist driving business success, including revenue, costs, agent efficiency, and customer satisfaction?

What role does generative AI play in agent assist?

Will virtual AI agents help or hurt CX and agent satisfaction?

9:00-9:45am

Wednesday - 2/12/25

Generative AI - Track I

How Generative AI is Transforming Digital Customer Journeys
GAI-08

Grand B

Thomas B. Brannen (Moderator)

Senior Analyst / Founder

OnConvergence

Charl Coetzee

CTO

Cube Group

Anthony Minessale

CEO

SignalWire INC

Mike Ryan

CEO and Founder

SpiceX

Discover how generative AI is revolutionizing the way businesses interact with customers. Learn how to personalize marketing campaigns, provide exceptional customer service, and create personalized product recommendations using AI-powered tools. Explore real-world examples of how businesses are leveraging generative AI to enhance customer satisfaction and drive sales.

10:00-10:45am

Wednesday - 2/12/25

Future of CX

The Future of Workforce Optimization: Making Meaningful Impact
FOCX-09

Grand C

Juanita Coley

Executive Director & Sr. Consultant

Solid Rock

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.

Future of Work

Evolving Role of the Contact Center – More Than Just Customer Service
FOW-09

Grand E

Jon Arnold

Principal

J Arnold & Associates

Hardy Myers

SVP, Global Partnerships

Cognigy

Justin Robbins

Principal Analyst

Metric Sherpa

Khurum Shafi

Senior Solutions Engineer, Contact Center

Twilio

Elizabeth Tobey

VP of Marketing

NICE

Providing customer service has long been the core role of the contact center, but with today’s emphasis on customer experience, new technologies are enabling insights that businesses have never had before. Not only is AI providing new capabilities for contact center agents to deliver highly personalized forms of customer service, but also to provide new forms of data to other business functions that engage with customers. With AI in full ascendancy, the contact center’s role will evolve beyond customer service to being a pipeline of data to drive a wide range of decisions across the entire business. This session will address how AI is having a transformational impact on the contact center, and why it serves as a model for how data-driven the future of work is going to be.

MSP Expo Tech Track

Delivering Resiliency Leveraging Redundancy and Diverse Connectivity
MSPT-09

Palm B

Bernard Breton

CEO

Adaptiv Networks

Mark Daley (Moderator)

CEO

ROLM

Eric Lunn

Sales Director, Southeast Enterprise

Ericsson

Jennifer Skinner

Associate Director, Wireless Connectivity Partner

Verizon Business

The network is every business’ lifeline and, for MSPs, it represents a two-fold opportunity. They themselves need to ensure reliable connectivity to serve their customers and, at the same time, can maximize their value proposition to clients by offering secure, reliable connectivity. This session will explore strategies for MSPs to deliver unparalleled network and service availability to their clients, including redundancy techniques to achieve near 100% uptime, diverse connectivity options including 5G and LEO satellite, and how to design and implement secure network frameworks that minimize disruptions and enhance user experiences. The discussion will also include how to effectively bundle the power of diverse connectivity with robust security and other related services to create compelling bundled offerings that maximize profitability and differentiate your MSP.

11:00-11:45am

Wednesday - 2/12/25

Future of CX

Microsoft's Role in CX
FOCX-10

Grand C

Prateek Ranganathan

Senior Product Manager for Microsoft Integrations

8x8

Beth Schultz (Moderator)

Vice President of Research and Principal Analyst

Metrigy

Elizabeth Tobey

VP of Marketing

NICE

Andy Watson

Senior Product Marketing Manager

RingCentral

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.

12:00-12:45pm

Wednesday - 2/12/25

AstriCon

Conversational AI: Real-Time Voice Interaction with Asterisk Audiosocket
AST-11

Floridian D

One of the key challenges in voicebot development is achieving seamless, real-time interactions that feel natural to the user. Ensuring consistent responses and allowing users to interrupt the conversation are two major hurdles that are often difficult to implement effectively. This session presents a dockerized application specifically designed to address these challenges using the Asterisk Audiosocket open source extension. Attendees will gain insights into how this solution can enhance real-time conversational AI experiences, enabling more dynamic and natural voice interactions.

Future of CX

Branding Calling & Messaging: Reach Out to Customers with Confidence
FOCX-11

Grand C

Lauren Brockman

Senior Director, Product Management

Bandwidth

Rebekah Johnson

Founder & CEO

Numeracle

Chris Radanovic

Product Marketing Director

infobip

Beth Schultz (Moderator)

Vice President of Research and Principal Analyst

Metrigy

Adam Weir

Senior Manager of Product Marketing

Vonage

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:

How branded calling and messaging each work
What types of features and functionality to look for
Practical tips and best practices guidance

Thursday, February 13, 2025

12:00-12:45pm

Thursday - 2/13/25

Future of CX

SPECIAL ROUNDTABLE SESSION - CX Lens: What Does Your AI Workforce of the Future Look Like? CLICK for Details
FOCX-12

Grand C

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.

Future of CX

SPECIAL ROUNDTABLE SESSION - CX Lens: What Does Your AI Workforce of the Future Look Like?
FOCX-12

Grand C

12:00-12:45pm

Thursday - 2/13/25

Future of CX

SPECIAL ROUNDTABLE SESSION - CX Lens: What Does Your AI Workforce of the Future Look Like? CLICK for Details
FOCX-12

Grand C

Future of CX

SPECIAL ROUNDTABLE SESSION - CX Lens: What Does Your AI Workforce of the Future Look Like?
FOCX-12

Grand C

2:00pm

Thursday - 2/13/25

Solutions Theatre

Enterprise Cybersecurity Solutions Showcase - Introducing PDI: Where AI Meets Expert-Driven Cybersecurity
SS-11

Expo Floor Theatre

Amir Ahmed

Solutions Engineer

PDI Security/Network Solutions

Maria Graham

Senior Account Executive

PDI Technologies

Join us for a demonstration of PDI Security and Network Solutions' innovative cybersecurity platform. We'll showcase how our integrated solution combines human expertise with advanced AI to deliver comprehensive protection across your entire security ecosystem. You'll see firsthand how our platform, trusted by 2,500+ businesses across 40 countries, provides:

Real-time threat detection and response through our global SOCs
Unified visibility across your entire security tech stack
AI-powered automation for enhanced threat hunting and response
Mobile accessibility for on-the-go security management

Watch as we demonstrate how our platform analyzes over 1 trillion logs per quarter and manages 3,657+ firewalls and 150,000+ endpoints. Learn why we maintain a 97% client retention rate and how our solution can transform your organization's security posture.

2:30pm

Thursday - 2/13/25

Solutions Theatre

Future of CX Solutions Showcase - Creating Accessible Customer Support Experiences and Unlocking a Market of Millions
SS-12

Expo Floor Theatre

Vannessa LeBoss

COO & Co-founder

360 Direct Access

Craig Radford

CEO & Co-founder

360 Direct Access

The Deaf and Hard of Hearing (D/HH) community faces significant barriers when interacting with customer support systems, resulting in missed opportunities and lost revenue for businesses. What constitutes a high-quality customer experience for the Deaf community? How many Deaf customers are reaching out to your business today? In this session, we will explore the disparities in customer support for the DHH community, examine the current state of access, and highlight the costs of inadequate solutions. Attendees will gain insights on how to offer more equitable customer experiences, tap into a largely underserved market, and improve overall customer satisfaction. This session will address the critical gap between the customer support experiences currently offered to the Deaf community and the expectations of both customers and businesses. We will discuss common misconceptions about what constitutes accessible service and explore the real needs of DHH customers. Through a focus on emerging technologies, such as live support using WebRTC, AI-powered sign language recognition, and virtual signing avatars, we will demonstrate how businesses can leverage these tools to provide accessible, impactful, and customer-centric experiences. We will also highlight the importance of integrating live support with native language users to ensure an inclusive environment, strengthen brand reputation, and ultimately unlock access to an untapped market of millions. Understand the current limitations of technologies used by businesses to engage with the Deaf community, and why many existing solutions are outdated and ineffective. Explore how legacy solutions, some of which are 20-40 years old, contribute to inequitable access and a subpar customer experience for Deaf individuals. Learn about innovative, forward-thinking technologies that are improving accessibility, including WebRTC, AI-driven sign language recognition, and virtual avatars. Discover the positive impact that equitable customer experiences can have on business success, customer loyalty, and brand equity. Gain insights into how businesses can proactively reach and serve the Deaf and Hard of Hearing community, enhancing customer satisfaction while expanding market opportunities.

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Experience the Expo in Action! READ ALL REVIEWS VIEW PHOTOS

Tagged Sessions 2025

→ Return to Conference AgendaSessions Related to #CX

Tags

SPONSORS

DIAMOND SPONSOR

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

SPONSORS

ASSOCIATION PARTNERS

#TECHSUPERSHOW MEDIA SPONSORS

→ Return to Conference Agenda

Sessions Related to #CX