Opentalk18 Agenda

Our agenda is jam-packed with thought-provoking keynotes and breakout sessions that will help you uncover your competitive advantages and transform routine conversations into amazing customer experiences.

CX

Service

Sales

Theater

12:00 PM - 5:00 PM

Training

7:00 AM- 8:00 PM

Registration

8:30 AM - 9:15 AM | Opening Keynote Session

Nicolle Paradise, Customer Experience and Leadership Expert

CX

9:20 AM - 9:50 AM

Creating Momentum for Your Next CX Initiative

Justin Robbins, JM Robbins and Associates

Creating Momentum for Your Next CX Initiative

Justin Robbins, JM Robbins and Associates

You’ve established the vision for elevating your organization’s customer experience to the next level, and now you’re faced with the challenge of gaining employee buy-in. One of the traits of the world’s greatest organizations is the ability to translate executive strategy to frontline engagement and predictable performance. In this session, customer experience expert Justin Robbins will reveal the leading reasons that CX initiatives fail and provide clear steps for driving the adoption and ultimate success of your next customer experience program.

Service

9:20 AM - 9:50 AM

Bridging Empathy and Technology to Challenge Customers

Ari Hoffman, MindTouch

Bridging Empathy and Technology to Challenge Customers

Ari Hoffman, MindTouch

Technology has allowed us to understand the customer journey better than ever before, providing insights into customer concerns, needs, and desires. And empathy delivers a 'customer-voice' not manipulated by your company objectives. To really know your customers, you need both technology and empathy to effectively hear and interpret feedback, and then leverage it to scale effectiveness. In this session, you'll learn how to combine the technology you have and the 'true', empathetic voice-of-your-customer to scale your reach and challenge your entire customer base, resulting in profitability and growth for both your company and customers.

Sales

9:20 AM - 9:50 AM

Using Salesforce Reporting to Manage your Contact Center

Mike Coster, SICOM

Using Salesforce Reporting to Manage your Contact Center

Mike Coster, SICOM

Join Mike Coster, Supervisor at SICOM, as he takes you through a hands-on presentation of how he uses the power of Salesforce to measure his organization’s KPIs, including custom metric development and dashboarding using Talkdesk data. This session is for the analytical person who is seeking to boost their Salesforce reporting skills.

Theater

9:20 AM - 9:50 AM

Your customers are texting everyone except your business.

Alan Braverman, Textline

Your customers are texting everyone except your business.

Alan Braverman, Textline

Text messaging apps are the most used apps on smartphones. But most businesses are not equipped to receive texts from customers. When businesses do employ SMS, they typically treat it as a one-way channel used solely for notifications. In this fireside chat with Textline CEO Alan Braverman (co-founder of Eventbrite, Yammer, and Xoom), he will share why it's time to let customers text your business.

CX

9:55 AM - 10:25 AM

How to Make Your Success Team Your Biggest Marketing Asset

Andy Turman, Bizible

How to Make Your Success Team Your Biggest Marketing Asset

Andy Turman, Bizible

Post-sale teams often feel like they're doing everything they can just to not sink. Through the concept of "Small Town Support," Bizible's customer success team not only stays afloat, they have become one of the company's greatest marketing assets. In this presentation, Andy Turman, Bizible co-founder, will share the five aspects of "Small Town Support" that helped his success team become the superstars they are today.

Service

9:55 AM - 10:25 AM

Cultivating Customer Loyalty That Lasts

Brad Olson, Peloton
Annabel Chang, Alaska Airlines
Moderator: Gillian Heltai, Talkdesk

Cultivating Customer Loyalty That Lasts

Brad Olson, Peloton
Annabel Chang, Alaska Airlines
Moderator: Gillian Heltai, Talkdesk

Emotional loyalty is far more powerful than transactional loyalty. Like our most loyal personal relationships, emotional loyalty to a brand is based on a reciprocal relationship built over time. Join this session to find out how two world-class service organizations, Peleton and Alaska Airlines, cultivate emotional loyalty throughout the end-to-end customer journey by:

  • Encouraging "good" behaviors early when attention is highest
  • Maintaining engagement with customers
  • Focusing differentially on the moments that matter
  • Personalizing interactions
  • Harnessing the power of community

Sales

9:55 AM - 10:25 AM

Borders, Toy’s R US, Blockbuster: Are “You” Next?

Mario Martinez Jr., Vengroso

Borders, Toy’s R US, Blockbuster: Are “You” Next?

Mario Martinez Jr., Vengroso

In this presentation, you will be taken on a journey to understand how buyers have demanded change, yet leaders do not respond. We will learn how sales leaders must transform their organizations to engage with the modern buyer in the way that they want. It’s no longer just about leveraging the phone or counting the number of times you send an email. To win at sales, you need more than an outbound or an inbound strategy, you need The Omni-Channel experience.

Theater

9:55 AM - 10:25 AM

Excite and delight your customer

Satish Shenoy, ScoreData

Excite and delight your customer

Satish Shenoy, ScoreData

Rules-based systems have long been used reliably within contact centers to optimize customer engagement and the overall experience. With customer needs changing quickly, rules degrade, and customer experiences deteriorate as a result. Businesses need to respond and exceed customer expectations in an agile fashion. Enter ScoreData with their AI/ML powered applications platform that helps businesses reinvent the customer experience by complementing existing rules-based solutions. ScoreFast can ingest diverse data sets in real time with dynamic machine learning to deliver better business outcomes. ScoreFast impacts a broad range of KPIs at the contact center, helping reduce customer churn, improve cross-sell and up-sell and increase customer lifetime value. In this presentation, Satish Shenoy, ScoreData's VP of Business Development will share their unique approach to deliver superior customer engagement and share real-world customer examples across a number of industry verticals.

CX

10:25 AM - 11:00 AM

Break

Service

10:25 AM - 11:00 AM

Break

Sales

10:25 AM - 11:00 AM

Break

Theater

10:30 AM - 11:00 AM

The Customer Centered Economy

Michael Ramirez, Totango

The Customer Centered Economy

Michael Ramirez, Totango

Leading enterprises like SAP, Google, and Dimension Data use customer-centricity to drive business results. Customers now expect a concierge or personal shopper level service and attentiveness, whether they are buying socks or software. Blame it on the iPhone or Amazon, or on-demand everything for consumers–whatever you pin it on, the customer experience (CX) is based on personalized service and instant gratification. In this session, you’ll learn what are the challenges, how to put the customer at the center of every interaction and business decision, and ways to achieve business success in the customer-centered economy.

11:00 AM - 12:30 PM

Talkdesk Keynote | The Future of Experience Innovation

CX

12:15 PM- 12:45 PM

Break

Service

12:15 PM- 12:45 PM

Break

Sales

12:15 PM- 12:45 PM

Break

Theater

12:45 PM- 1:15 PM

Talkdesk AppConnect: An Innovation Ecosystem of Best-in-Class Applications

Khurram Taji, Managing Director, AppConnect Partnerships & Operations, Talkdesk

Talkdesk AppConnect: An Innovation Ecosystem of Best-in-Class Applications

Khurram Taji, Managing Director, AppConnect Partnerships & Operations, Talkdesk

Innovation is all around us at Opentalk. Join this session to get a healthy dose of the practical application of all this innovation, the speed of adding new capabilities, and why you shouldn't be intimidated but should be excited! AppConnect is growing at a rapid pace to provide you with a wider variety of options at different price points and solving different types of needs. Bring your notebook as this session will be packed with helpful information.

12:30 PM - 1:30 PM

Lunch

Women in CX Luncheon

CX

1:30 PM - 2:00 PM

Leadership Is at the Core of Building Exceptional Customer Experience!

Dennis Frare, Onboard Oxygen

Leadership Is at the Core of Building Exceptional Customer Experience!

Dennis Frare, Onboard Oxygen

Executive coach and consultant Dennis Frare will divulge a Classic Thinking Formula, captured during his time at Disney, that helps create strategic focus on exceptional customer experiences. He’ll explain how intentional strategies apply to industries large and small and how they can be used to accelerate their growth through exceeding expectations for customers. Dennis worked directly with leaders who were taught by Walt Disney himself. For over 20 years, Dennis thrived as a leader, executive coach, and organizational strategist and now functions as a partner at Onboard Oxygen, reshaping organizations across the United States.

Service

1:30 PM - 2:00 PM

Integrating Training and Operations: Strategies for Success

Kyle Van Pelt, SimpleBills
Emily Donohoe, HotelTonight

Integrating Training and Operations: Strategies for Success

Kyle Van Pelt, SimpleBills
Emily Donohoe, HotelTonight

Training and Operations are integral components to success. Unfortunately, in many organizations, they never align nor intersect. In this session, the panelists will explain the organizational-wide benefits of integrating training and operations, define common hurdles to integration, and provide actionable strategies to overcome them.

Sales

1:30 PM - 2:00 PM

Strive to Deliver Great CX? Start With Your Sales Team…

Steve Capezza, Zillow

Strive to Deliver Great CX? Start With Your Sales Team…

Steve Capezza, Zillow

Customer experience (CX) is the new yardstick for measuring your sales team. Why? Today’s customer expects best in class CX--and that experience is primarily delivered by your sales team. The perception of your brand, product, and service is created based on the perceived experience your team delivers. If you want those experiences to be exceptional, your team needs to be exceptional. Learn what separates the best sales teams from the rest during this #OpenTalk2018 session.

Theater

1:30 PM - 2:00 PM

Achieve CX Results with the new AI-infused Talkdesk Platform

Jafar Adibi, Chief Data Scientist, Talkdesk

Achieve CX Results with the new AI-infused Talkdesk Platform

Jafar Adibi, Chief Data Scientist, Talkdesk

Artificial Intelligence is no longer an abstract, overly advanced capability reserved for elite contact centers. Join Talkdesk's Chief Data Scientist to gain a deep and holistic understanding of how Talkdesk is infusing AI throughout every part of its Enterprise Contact Center Platform to deliver results. With Talkdesk iQ, every contact center, regardless of size, can realize tangible benefits.

CX

2:05 PM - 2:35 PM

Weaving the Thread of Customer Experience and Customer Success

Melinda Gonzalez, MGCX Advisors
Christina Crawford Kosmowski, Slack

Weaving the Thread of Customer Experience and Customer Success

Melinda Gonzalez, MGCX Advisors
Christina Crawford Kosmowski, Slack

We are going through a resurgence and explosion of the CX industry, as evidenced by the emergence of titles such as Chief Customer Experience Officer. A similar boom is happening in Customer Success Management, an industry born out of the rise of B2B Software as a Service (SaaS). Both of these functions are highly cross-functional. Both exist to increase value for customers and the company. And both serve as the customer advocate for the business. But while they may appear interchangeable, they are quite different. In this session, we’ll hear from two CX and CS experts who will share their perspectives on how to make investments in these areas and cultivate a customer centric mindset in your company.

Service

2:05 PM - 2:35 PM

Growing Pains: How We Adapt & Thrive After We Fail

Alexandra Skey, Bambora

Growing Pains: How We Adapt & Thrive After We Fail

Alexandra Skey, Bambora

Even the best Customer Experience and Support teams are destined to fall short of their goals at times. The value is knowing how to take hard lessons and turn them into a foundation for future success. Whether it's keeping up with rapid growth, training your team to think about service in new ways, or adapting to changing customer expectations, the keys to thriving in a fast-paced CX world are clear. Join Alexandra Skey, Head of Customer Experience at Bambora, as she shares proven tactics for adapting to the ever-changing world of CX so that your team can thrive.

Sales

2:05 PM - 2:35 PM

Crack the Code to Sales Growth with a Winning Sales Enablement Strategy

Elay Cohen, SalesHood

Crack the Code to Sales Growth with a Winning Sales Enablement Strategy

Elay Cohen, SalesHood

Please join Elay Cohen – CEO and founder of SalesHood and the former Senior Vice President at Salesforce – as he reveals the hyper-growth sales strategies that made Salesforce the global industry leader. Discover how Elay's sales enablement mastery best practices and adaptive processes are being applied by hundreds of companies to create unstoppable sales forces comprising tens of thousands of sellers. This proven blueprint to successful sales enablement can help your sales organization reach the highest level of success.

Theater

2:05 PM - 2:35 PM

Using AI-powered voice analytics to deliver an effortless CX

Matt Dixon, author of "The Effortless Experience" and "Challenger Sale"

Using AI-powered voice analytics to deliver an effortless CX

Matt Dixon, author of "The Effortless Experience" and "Challenger Sale"

Using AI-powered voice analytics to deliver an effortless experience In 2013, Matt Dixon and his colleagues released The Effortless Experience, a book that introduced the world to The Customer Effort Score and changed the way big companies think about delivering service at scale. In this thought-provoking session, Matt will ground the audience in the original research--but introduce a modern twist as he shares how the latest AI-powered voice analytics technology is enabling companies to make better, faster and more effective progress on delivering an Effortless Experience to their customers.

CX

2:35 PM - 3:10 PM

Break

Service

2:35 PM - 3:10 PM

Break

Sales

2:35 PM - 3:10 PM

Break

Theater

2:40 PM - 3:10 PM

The Role of Voice-AI in Improving Customer Experience

Omar Tawakol, Voicera

The Role of Voice-AI in Improving Customer Experience

Omar Tawakol, Voicera

Thanks to ongoing advancements in technology, artificial intelligence is now emerging as a powerful vehicle to better service customers. In particular, voice-activated AI is becoming a strong agent of customer success and satisfaction. Omar will explain how to leverage and apply voice to your marketing, sales and CX efforts, and discuss the impact it can have to better understand, connect with and convert customers.

CX

3:15 PM - 3:45 PM

Leveraging the Cloud to its Full Extent to Improve the Customer Experience

Scott Prater, PPT Solutions
Dennis Weikle, PPT Solutions

Leveraging the Cloud to its Full Extent to Improve the Customer Experience

Scott Prater, PPT Solutions
Dennis Weikle, PPT Solutions

The way customers measure their experience is changing. The ability for a company to leverage the cloud across all contact points and their customers will help deliver a better all-round customer experience. Join two leaders from a premier customer experience and business optimization solutions provider as they explore key reasons and methods to leverage the cloud to unleash the full potential of CX optimization.

Service

3:15 PM - 3:45 PM

The Role of AI in Improving Customer Experience

Bernard Slowey, Microsoft

The Role of AI in Improving Customer Experience

Bernard Slowey, Microsoft

AI and bots are the buzz words in the industry right now, but many companies are still trying to figure out how best use them to impact customer experience. Join us as Bernard Slowey, leader of Microsoft Windows Consumer Support, discusses how Microsoft has leveraged AI as a support tool to provide a differentiated customer experience--and what they've learned along the way.

Sales

3:15 PM - 3:45 PM

Rebooting the Rep 1:1 - Best Practices for Your Most Important Coaching Opportunity

Matt Cameron, SaaSy Sales Management

Rebooting the Rep 1:1 - Best Practices for Your Most Important Coaching Opportunity

Matt Cameron, SaaSy Sales Management

SaaSy Sales Management has trained hundreds of frontline sales managers and the verdict is in: the 1:1 meeting is the highest impact and invariably the worst executed process in modern sales organizations. Come and learn the ideal framework and agenda structure for AE 1:1s and experience a step-change in performance and predictability.

Theater

3:15 PM - 3:45 PM

4 Ways to transform your Contact Center into a Customer Engagement Center

Michael Zurat, Cognosante

4 Ways to transform your Contact Center into a Customer Engagement Center

Michael Zurat, Cognosante

As the pace of technology changes continues to accelerate how can you insure you continue to meet and exceed your customers changing expectations for quality customer service? Join Michael Zurat as he discusses 4 key elements of customer experience (CX) you can use to transform your contact center into an engagement center to better meet and continue to exceed your customers’ service needs.

CX

3:50 PM - 4:20 PM

Cloud Service Distributors: Bringing Expert CX Insight to the Industry

Intelisys and Telarus

Cloud Service Distributors: Bringing Expert CX Insight to the Industry

Intelisys and Telarus

Cloud Service Distributors (CSD) are changing the way customers purchase products, support and training around telecommunications and service carrier offerings. These organizations hold direct contracts with multiple vendors, putting the customer in a unique position of receiving unbiased knowledge and guidance through a sales cycle. Our guests on this panel represent some of the largest CSDs and will discuss how working with CSDs give buyers a better and more streamlined experience when making important decisions around customer experience tools, including the contact center.

Service

3:50 PM - 4:20 PM

Product and Service Excellence in a Digitally-enabled World

Nitin Badjatia, ServiceNow

Product and Service Excellence in a Digitally-enabled World

Nitin Badjatia, ServiceNow

By 2020, over half of the revenue of the top 50% of the Global Fortune 2k will be digitally delivered. This represents a fundamental shift in how and where companies derive their growth. This shift will also require reimagining customer service. In an always on, always connected world, companies have the power to understand the context of use of their products and services like never before. More importantly, digitally connected customers expect a higher level of service. Service excellence today is focused on continuous value delivery. Customer service can no longer be reactive; customer service must go on offense. Join Nitin Badjatia , Global Head of Product Strategy and Customer Service Management to find out how ServiceNow delivers an effortless, connected, and proactive experience.

Sales

3:50 PM - 4:20 PM

Consumers Don't Care About Communication Channels

Josh Wetzel, OneSignal

Consumers Don't Care About Communication Channels

Josh Wetzel, OneSignal

In today's world, consumers want timely information or support, when they need it, and from their preferred method of communication. Some don't ever want email, some detest SMS or Phone, some hate to be inundated with notifications. Successful consumer relationships require us all to stop silo'ing channels, and start focusing on "how, and when and why" to engage with customers.

Theater

3:50 PM - 4:20 PM

Creating a CX Strategy That Lasts: How Zumiez Turns Customers Into Raving Fans

Megan Miles, Zumiez

Creating a CX Strategy That Lasts: How Zumiez Turns Customers Into Raving Fans

Megan Miles, Zumiez

Zumiez, a national retail provider, has designed an amazing customer experience strategy and ensured satisfaction for their customers. In this session, we’ll explore Zumiez’s Customer Experience strategy and the phenomenal results that Zumiez has achieved using Talkdesk, including:

  • Improved call quality and SLAs in all contact channels
  • More flexible dashboards and better reporting
  • More personalized conversations and faster first call resolution
  • Increased business agility and scalability through streamlined self-service
  • Greater transparency, frontline control and agent engagement

CX

4:25 PM- 4:55 PM

Human Powered: Empowering Employees to Deliver Great Experiences in a Digital Age

Eric Freshour, West Monroe Partners

Human Powered: Empowering Employees to Deliver Great Experiences in a Digital Age

Eric Freshour, West Monroe Partners

An empowered workforce underpins any effort to improve today’s top business priorities: customer experience, business agility and digital transformation. Yet many companies fail to optimize their most important asset: their people. Mastering these priorities is not about amassing a dream team of star talent. It's about transforming competent employees into superstars by empowering them with technology, fostering collaboration, and cultivating an environment where they can thrive. To succeed, firms need a strategy that combines employee Engagement, Experience Design and Enablement.

Service

4:25 PM- 4:55 PM

Transformational CX: Changing the Way Your Team Thinks About and Measures CX

Marcus Bertilson, Thumbtack

Transformational CX: Changing the Way Your Team Thinks About and Measures CX

Marcus Bertilson, Thumbtack

Over the last two years Thumbtack has completely transformed not only their marketplace, brand, and business model but also their entire CX operation by moving from an inbound-support focused team to a built-from-scratch, integrated Sales and Success team. They started by changing how they think about, approach and measure CX across their marketplace. You'll leave this session with hands-on tips to make the shift from an inbound-only team to a world-class Sales and Customer Success organization.

Sales

4:25 PM- 4:55 PM

Leveraging the Voice of the Customer to Drive Revenue

Olivier L'Abbe, G2 Crowd

Leveraging the Voice of the Customer to Drive Revenue

Olivier L'Abbe, G2 Crowd

One of the most effective ways to drive company revenue is often one of the most overlooked. While marketing teams have generally incorporated the voice of the customer into their day-to-day (sophisticated organizations have implemented complete VOC programs), sales has room to step up. Leveraging the voice of the customer is critical in having more relevant conversations with prospects and ultimately driving more revenue. Join this session to take away key strategies you can implement with your sales teams.

Theater

4:25 PM- 4:55 PM

Break

5:00 PM - 6:15 PM | Spotlight Session

Jeanne Bliss, Founder and CEO of Customer Bliss
David Garibaldi, Artist and Entertainer

6:15 PM - 8:00 PM

Opentalk Networking Reception

8:00 AM- 7:00 PM

Registration

9:00 AM - 9:45 AM

Spotlight Session: Tiffani Bova, Author of Growth IQ: Get Smarter About the Choices That Will Make or Break Your Business

CX

9:50 AM - 10:20 AM

How a Holistic View of Customer Experience Can Transform Customer Care

Lynn Hunsaker, ClearAction Continuum
Emmanuelle Skala, Toast
Moderated by Patrick Watson, UC Today

How a Holistic View of Customer Experience Can Transform Customer Care

Lynn Hunsaker, ClearAction Continuum
Emmanuelle Skala, Toast
Moderated by Patrick Watson, UC Today

Past competitive advantages (manufacturing, distribution, IT, etc) are now table stakes, and customer experience has taken a front seat as the great differentiator for brands. CX has evolved from being strictly service-oriented to a value-generating mandate for bottom-line metrics like acquisition, retention and lifetime value. The most effective CX operations empower the rest of the company to prevent unnecessary glitches for customers, and they reframe their surveys, metrics and charter to reflect the cumulative nature of CX as customers see it. In this session you’ll discover how to:

  • End CX myopia: influence improvements in the end-to-end CX journey
  • Up-level the CX of CX management: modernizing surveys and metrics
  • Grow lifetime value: influence upstream disciplines’ engagement and accountability

Service

9:50 AM - 10:20 AM

From Inception to IPO: The Art of Scaling your Customer Service Organization through Storytelling

Marlene Summers, Zuora

From Inception to IPO: The Art of Scaling your Customer Service Organization through Storytelling

Marlene Summers, Zuora

As customer service leaders, it is our job to make our organization grow-ready and resilient against the popular traps that companies fall into when scaling. In 2010, I started at Zuora as a first-line manager with four support employees in two office locations. By the time of our IPO in April 2018, I had over eighty technical customer support, content professionals and customer engineers in eight of Zuora’s global offices and the VP title. Beyond the reports and metrics, effective storytelling transforms good managers into inspiration leaders. Come to this session and learn how to tell stories and create the desired destiny of your customer service organization.

Sales

9:50 AM - 10:20 AM

Creating Value Early on the Sales Process

Skip Miller, M3 Learning

Creating Value Early on the Sales Process

Skip Miller, M3 Learning

You know the drill. Got to make the month/quarter, so it's all hands on deck. Work overtime, discount and ta-da, you made it. So, how do you stop doing this all the time?
Well, your customer don't necessarily buy this way, do they? Your customer is really excited when they launch their "buy process" and this is also the time when the real value they are placing on this deal exists. Value is created early in the process. Period. How can you find it and use it to close a deal faster?? You just have to ask the right questions.
During this session, you will learn:

  • How to tap into customer value propositions
  • How to ask "Value Questions"
  • What to say to create a faster sense of urgency in every deal

Theater

9:50 AM - 10:20 AM

Demystifying AI for Customer Engagement

Brad Bernstein, LogMeIn

Demystifying AI for Customer Engagement

Brad Bernstein, LogMeIn

In this session you will learn why companies are (or should be) investing in AI technology across their customer experience, how is it driving better efficiency, and the best way to approach it to ensure the fastest time-to-value. You will find out about:
Why now is the right time to invest in AI, for both your employees and end-customers
How companies are investing in AI and the business impact
Examples of success and the dramatic results companies are seeing in just a few weeks

CX

10:20 - 10:50 AM

Break

Service

10:20 - 10:50 AM

Break

Sales

10:20 - 10:50 AM

Break

Theater

10:20 - 10:50 AM

Quentin Furhatino, Behavioral Signals’ 1st Robotic Movie Director

Nassos Katsamanis, Behavioral Signals

Quentin Furhatino, Behavioral Signals’ 1st Robotic Movie Director

Nassos Katsamanis, Behavioral Signals

Analyzing the semantics of speech, without taking into account the emotional intelligence included in speech, is like interviewing an actor in writing... for a prime screen role. A movie director needs to hear the tone, vocal variety, excitement, engagement and much more from an actor to choose his next stars. So why should the rest of us settle for anything less?
Behavioral Signals and AI help us reach beyond the verbal. By leveraging huge amounts of voice-data and deep learning we build the best-of-breed emotion and behavior understanding engine. Quentin will perform on stage in real-time how we accomplish this.

CX

10:55 AM - 11:25 AM

How do you create a customer-obsessed culture?

Chris Brown, MarketCulture Strategies

How do you create a customer-obsessed culture?

Chris Brown, MarketCulture Strategies

Customers are more informed than ever, with access to everything about your company, products and services...including other customers' experiences. The only way to remain competitive will be with an organizational culture that puts the customer at the heart of its operations. In this keynote, award-winning author Chris Brown will share how to make Customer Obsession a reality in your company including:

  • Why being a customer obsessed organization is your only competitive advantage in today’s highly disruptive and rapidly changing environment
  • Lessons from the world’s most customer obsessed companies
  • How leaders at every level can create an organization that aligns its culture to the needs of the customer

Service

10:55 AM - 11:25 AM

Chatbots, AI and the Future of Customer Service

David Barrett, Expensify

Chatbots, AI and the Future of Customer Service

David Barrett, Expensify

Imagine reducing customer wait time from 15 hours to just 3-minutes. That’s exactly what Expensify did when they turned to AI to provide concierge customer service. In this session, you'll learn how AI-driven assistants and chatbots are streamlining the customer experience. Join us as David Barrett, Founder and CEO of Expensify discusses the potential challenges of implementing AI, how to overcome them, and what he sees for the future of AI and customer service.

Sales

10:55 AM - 11:25 AM

Designing a Next-level QBR

Steve Sanchez, Terminus
Zack Kass, Terminus

Designing a Next-level QBR

Steve Sanchez, Terminus
Zack Kass, Terminus

QBRs are historically practiced, but have lost their strategic value--everyone does them, but not many people actually should. The next-generation QBR is interactive, challenging, and adopts large enterprise best practices. In this session, Zack and Steve will show you how to deliver next generation QBRs, and why they will fundamentally change your business.

Theater

10:55 AM - 11:25 AM

Creating Moments That Matter With One Simple Compass: Does it Satisfy the Customer?

Linnea Forslund, Viaplay

Creating Moments That Matter With One Simple Compass: Does it Satisfy the Customer?

Linnea Forslund, Viaplay

Join Linnea Forslund to find out how Viaplay approaches the customer experience-- boldly and with the ditigal journey at the center of everything. She'll explain:
-Why simplicity in your KPIs always should be key.
-How to successfully scale your CS organization quickly (& in the right way)
-If more channels are the answer for "going digital"

CX

11:30 AM - 12:00 PM

Empathy at Work: Finding the Customer Voice

Aaron Bata, Tuft & Needle

Empathy at Work: Finding the Customer Voice

Aaron Bata, Tuft & Needle

If you really want to understand your customers and empathize with them, you essentially have to come from the place that they are. For the team at Tuft & Needle, that means going to a traditional mattress store, making our own “Hate List” to see through the eyes of the customer, and translating that to a primarily digital experience. Aaron will use storytelling to illustrate notable surprise and delight cases, explain T&N’s approach to finding the voice of the customer, and the infamous “Hate List.”

Service

11:30 AM - 12:00 PM

What Makes Magic Moments? The Art and Science of Customer Experience

Kathy Hutchens, Sharp Rees-Stealy Medical Centers
Kendall Burke, Acuity Scheduling
Patrick Pianezza, Sutter Health
Michael Bair, Inspire
Moderated by Justin Robbins, Talkdesk

What Makes Magic Moments? The Art and Science of Customer Experience

Kathy Hutchens, Sharp Rees-Stealy Medical Centers
Kendall Burke, Acuity Scheduling
Patrick Pianezza, Sutter Health
Michael Bair, Inspire
Moderated by Justin Robbins, Talkdesk

No matter the service, product or industry, great customer experiences have several things in common: empathy, personalization and an authentic connection. In this panel, you'll hear how four customer experience experts have overcome the barrier between business and consumer to create the magic moments that lead to happy, lifelong customers. It may be hiring and identifying the right employees to provide the right service, using psychology to create connections, fostering empathy through employee enagement and satisfaction, or empowering employees to make critical decisions about customer care. Whatever "secret sauce" you choose, our panelists will offer advice for using the technology and resources you have to humanize and personalize experiences that last-- long after the interaction is over.

Sales

11:30 AM - 12:00 PM

Building Customer Experience Into Outbound Sales

Russ Hearl, Google

Building Customer Experience Into Outbound Sales

Russ Hearl, Google

We hear a lot about the organic growth of product-led SaaS companies such as Atlassian and Dropbox. However, most companies don't sell products that possess the viral distribution potential of the products made by these successful companies. In these cases, leaders must make difficult decisions on how to allocate resources across their go-to-market organization and possibly take a more aggressive approach to scaling the distribution of their products. In this session moderated by Shep Maher of Talkdesk, Russ Hearl will discuss key operational and go-to-market considerations from his efforts at Google to effectively balance growth with customer experience.

Theater

11:30 AM - 12:00 PM

Is your last-mile CX broken? Fixing it must be your top priority

Ariel Reis, Strategic Partnerships Manager, Lightico

Is your last-mile CX broken? Fixing it must be your top priority

Ariel Reis, Strategic Partnerships Manager, Lightico

Your business invests tirelessly to improve customer journeys and experiences but it's only the last mile CX that makes the difference. The last mile is where new customers are created. It's where service requests are resolved. It's where NPS scores are determined.
But businesses are fumbling their critical relationships in the last mile - trying to complete complex customer processes like completing forms, gathering documents & signatures and collecting payments with out-dated tools. Emails, printers, scanners, and clunky websites are no longer effectively serving today's customers, who are impatient, distracted and mobile.

In this session, you'll learn:
- How to identify your critical, last mile CX touchpoints and how to assess if they are broken
- What technologies can help bridge the CX gap with digital & mobile customers
- Examples & case studies of last mile interventions driving operational efficiency and customer loyalty "

12:00 PM - 1:00PM

Lunch

CX

12:15 AM - 12:45 PM

Break

Service

12:15 AM - 12:45 PM

Break

Sales

12:15 AM - 12:45 PM

Break

Theater

12:15 AM - 12:45 PM

Discover Talkdesk Omnichannel

Patrick Russell and Kevin Pierson, Talkdesk

Discover Talkdesk Omnichannel

Patrick Russell and Kevin Pierson, Talkdesk

Jump in on the conversation to better understand what an omnichannel experience looks like with Talkdesk and gain insight into why consumers want you to expand your channel offering. This session will have some helpful consumer research results to provide a better understanding of customer channel preferences and how Talkdesk Omnichannel and help you stay on pace with your customer expectations.

CX

1:00 PM - 1:30 PM

CX Economics: How CX Yields Great Financial Results

Richard Owen, Owen CX Group

CX Economics: How CX Yields Great Financial Results

Richard Owen, Owen CX Group

Just about every business says they put their customers first--and there is certainly no shortage of customer experience initiatives. Yet, few CX leaders report the levels of management support or funding that would take them beyond nice words into real deeds. The reality is that CX is often framed as a nice idea, not always a profitable idea. What are the economics of CX? Former Satmetrix CEO Richard Owen explains that the reality is more powerful than you think, but you need to embrace the financial argument.

Service

1:00 PM - 1:30 PM

Maximizing your Workforce in the Age of Innovation

Nicole Granucci, Salesforce Service Cloud

Maximizing your Workforce in the Age of Innovation

Nicole Granucci, Salesforce Service Cloud

As the 4th Industrial revolution ushers in a new era of customer service innovation, the role of your agent workforce needs to evolve as well. As technology changes, it’s important that agents can do this not just on the phone or via email, but also in emerging channels like text, online chat, social media, or in combination with bots and other AI platforms. Join this engaging, forward thinking interactive session on the agent training gap where we will discuss how to prepare and maximize your agent workforce for the age of AI and digital communication.

Sales

1:00 PM - 1:30 PM

Sales Tactics to Execute on Using 2018 Benchmarking Data

Scott Albro, TOPO

Sales Tactics to Execute on Using 2018 Benchmarking Data

Scott Albro, TOPO

It's easy to get caught up in the latest sales trends, but how do you determine which tactics are actually effective? The key is measurement. Using proven frameworks from our latest sales benchmarking report, you'll get insight into a variety of data points in an effort to assess sales development performance.

Theater

1:00 PM - 1:30 PM

Interconnected Enterprise. Talkdesk making Magical Connections to Salesforce and more than 50+ partners

Doug Leavitt and Rachel Tsao, Talkdesk

Interconnected Enterprise. Talkdesk making Magical Connections to Salesforce and more than 50+ partners

Doug Leavitt and Rachel Tsao, Talkdesk

Get a closer look at the companies that power the industries first Innovation Ecosystem. Hear from the Talkdesk Product experts Doug Leavitt and Rachel Tsao and see first hand the Magic that Talkdesk makes happen with Salesforce and more than 50+ partner integrations. Gain an understanding of how easy and fast Talkdesk customers can evaluate and add new innovative capabilities.

CX

1:35 PM - 2:05 PM

Customer Co-creation in CX

Eric Ullman, Adobe

Customer Co-creation in CX

Eric Ullman, Adobe

Customer co-creation activities are common in the human-centered process and design thinking, but we often overlook them as part of an overall customer experience strategy. This discussion will provide an overview of customer co-creation as it relates to customer experience, including how to get started, pitfalls to avoid, and the many benefits to customers and the business alike.

Service

1:35 PM - 2:05 PM

Business Outcomes by Design: How Microsoft is Using Service Design to Differentiate the Customer Experience

Laura Balentyne, Microsoft Surface

Business Outcomes by Design: How Microsoft is Using Service Design to Differentiate the Customer Experience

Laura Balentyne, Microsoft Surface

Forrester calls it the "Age of the Customer"--and nearly every business article is talking about the importance of customer experience. But what does that even mean? More importantly, why isn’t your obsession with making your customer happy delivering tangible, visible results? In this session, Laura will walk you through how Microsoft is using service design to differentiate the commercial customer experience. From the initial journey map to innovative solutions, Laura will demonstrate how you can deliver an experience that becomes a key differentiator for your business, drives customer behavior, and delivers ROI on your CX program.

Sales

1:35 PM - 2:05 PM

Please Listen Carefully, as Our Options Have Changed:
How We Turned Our Phone Menu Into a Product Overnight

Matt Holota, Motivate

Please Listen Carefully, as Our Options Have Changed:
How We Turned Our Phone Menu Into a Product Overnight

Matt Holota, Motivate

Earlier in 2018, my customer service team went from trying to suppress several hundred calls per day, to lighting up those calls with rocket fuel. Find out what we learned when our phone menu changed the direction of the entire company and turned our customer service team from a cost center to a profit center. Press 1 for more information!

Theater

1:35 PM - 2:05 PM

You’re doing it wrong: Making smarter decisions with Talkdesk data and analytics

Tiffany Milligan, Principal Product Manager

You’re doing it wrong: Making smarter decisions with Talkdesk data and analytics

Tiffany Milligan, Principal Product Manager

This session will explore the depth of reporting, analytics, and AI within the Talkdesk platform. Gain an understanding of current capabiltiies and where these products are heading with a roadmap preview. Talkdesk is helping turn data into actionable insights with ease, come see what it's all about.

CX

2:10 PM - 2:40 PM

How to Create a Customer-Centric Organization

Allison Pickens, Gainsight

How to Create a Customer-Centric Organization

Allison Pickens, Gainsight

Today's empowered consumers are requiring businesses to become more proactive. However the Customer Success/Experience department tasked to lead this change is only part of the equation. Building company-wide customer-centricity requires people, processes, and technologies. But where do you start? In this session, Allison Pickens, Customer Success thought leader and Gainsight’s Chief Customer Officer will provide a step-by-step approach to building efficient customer-centric organizations. Learn how to:

  • Get the resources you need and where to start
  • Align with other functions in the organization like Sales and Marketing
  • Improve gross retention, accelerate expansion and drive advocacy

Service

2:10 PM - 2:40 PM

There’s an App (Review) for That

Erica Solis, LinkedIn

There’s an App (Review) for That

Erica Solis, LinkedIn

Your customer support ticket system is set up and ready for members to reach out with their top issues and problems--but have you considered the support experience for your mobile app? Will mobile app users open a support ticket? Or will they instead write an app review? In this session, Erica Solis, Staff Operations Manager for Product Operations, will cover three critical components of successfully leveraging a mobile app for support:

  • App Reviews for Identification of Bugs
  • App Reviews for Product Pain Points
  • Using App Stores to Enhance CustomerExperience

Sales

2:10 PM - 2:40 PM

Scale Up with a Clear Customer Acquisition Strategy

Meena Sandhu, Predictable Revenue

Scale Up with a Clear Customer Acquisition Strategy

Meena Sandhu, Predictable Revenue

We all want to scale up and we all know that means more customers, faster. So what does your customer acquisition strategy look like? What are your key pillars? How do you plan on doubling customer acquisition this year over last? Be ready with a game plan for inbound and outbound. Accelerated growth is not a single channel strategy. You need a multi-channel approach to grow faster. Learn which key pillars and which channels will take you to the next level.

Theater

2:10 PM - 2:40 PM

Work/Life balance for your Contact Center

Sean Vierling, President, Loxysoft

Work/Life balance for your Contact Center

Sean Vierling, President, Loxysoft

Employee attrition is one of the biggest costs for a contact center. One of the biggest reasons agents leave is not getting the schedule they want due to a “Big Brother” management style. By choosing to listen to their “Life” needs you create a support environment which improves productivity. All employees, agents and management alike, need to feel they have the right work-life balance, and companies must find that right balance between satisfying employees needs while creating and maintaining a system that is efficient, sustainable, and profitable. Learn how to do this for your contact center with this session.

CX

2:45 PM - 3:15 PM

The Secret Sauce in Putting Customers First

Russel Lolacher, The Upsell
Emily Drenis, DODONE Consulting Solutions
John Crick, CX Thought Leader
Moderated by Justin Robbins, Talkdesk

The Secret Sauce in Putting Customers First

Russel Lolacher, The Upsell
Emily Drenis, DODONE Consulting Solutions
John Crick, CX Thought Leader
Moderated by Justin Robbins, Talkdesk

We live in the age of the customer, it is now easier than ever for them to find a competitor offering a similar product or service. Are you connecting with your customers in a way to inspire their loyalty? Do you consider your customers’ effort and experience in your operational decisions and processes? Does your partner ecosystem follow your prescribed experience for your customers?
Customer Service Experience experts Emily, John and Russel will share their strategies, tactics and real life case studies on how being customer-centric will hold long-term benefits to your customer retention and relationships.

Service

2:45 PM - 3:15 PM

Using Customer Data to Drive Change

Kalpana Chandrasekhar, HotelTonight

Using Customer Data to Drive Change

Kalpana Chandrasekhar, HotelTonight

Customer service teams are full of a wealth of data. Manipulating, analyzing, and convincing teams across the company to listen to this data is part science, part art. Join Kalpana Chandrasekhar, VP of Customer Experience at HotelTonight, to learn how HotelTonight uses data to drive change the product and experience they deliver.

Sales

2:45 PM - 3:15 PM

The Impact of AI on Sales Meetings

Roy Raanani, Chorus

The Impact of AI on Sales Meetings

Roy Raanani, Chorus

Roy Raanani, CEO of the conversation intelligence platform Chorus.ai, will discuss why the digitization of meetings will fundamentally change the future of sales and provide actionable insights from analyzing millions of calls. Access to previously unavailable data – combined with real-time insights from AI – gives fast-growing organizations the ability to meaningfully boost sales performance. Roy will also discuss how companies may further leverage this unprecedented visibility into the "voice of the customer" to drive increased business performance, improved customer experiences, and better sales productivity.

Theater

2:45 PM - 3:15 PM

Using Talkdesk Studio to Build Call Flow Designs

Etienne Giraudy and Phillip Zeelig, Product Management, Talkdesk

Using Talkdesk Studio to Build Call Flow Designs

Etienne Giraudy and Phillip Zeelig, Product Management, Talkdesk

Studio eases the effort and expedites the process to design a call flow to maximize efficiency and ensure the right balance of quality and speed are achieved. Whether you're a current talkdesk customer or just exploring this session will provide best practices for designing workflow with or without Talkdesk technology.

CX

3:15 PM - 3:45 PM

Break

Service

3:15 PM - 3:45 PM

Break

Sales

3:15 PM - 3:45 PM

Break

Theater

3:15 PM - 3:45 PM

What Trust Means to Talkdesk. A Session on Security & Compliance

Edgar Pimenta, Information Security Director, Talkdesk

What Trust Means to Talkdesk. A Session on Security & Compliance

Edgar Pimenta, Information Security Director, Talkdesk

Trust between a business an their technology partners goes far beyond personal relationships. This session will explore what Trust between Talkdesk and their customers means, how it's protected, and the relentless effort to maintain trust at all levels. Hear from an Information Security expert and gain a deeper understanding of practices and principles that guide the Talkdesk approach to security and compliance.

3:50 PM - 5:00 PM

Spotlight Session: A Blended Approach to Captivating Experiences:
Integrating Automation and Human-assisted Support to Create CX Magic Moments

Panelists: Ari Hoffman, Mindtouch; Des Cahill, Oracle; Marlene Summers, Zuora; Tiffani Bova, Salesforce
Moderated by Beth Schultz, NoJitter

5:00 PM - 7:00 PM

Opentalk Closing Reception