Panels, Sessions and Workshops
 

Adoption...the hidden constraint - Bruce Simpson, Partner, SwitchGear

 

Many Innovators are starting to tackle the problem beyond Innovation. As companies begin to understand the importance and how to innovate … the big constraint is becoming how to get Adoption.

 

Unbridled beliefs of Innovate!  Disrupt yourself!  Go Fast, and Fail Faster!  … can create a downpour that causes Customer-facing teams to be overwhelmed and get stuck. Product, Marketing, and “the needs of the business” are driving innovation at a pace we all joke about … unless you are the human who has to interface directly with customers or the leader of this Team.

​

This giant Interactive Workshop will focus on:

• What is preventing Adoption, and keeping companies from getting an ROI for all their efforts?

• What are the front-runners doing to isolate constraints and install sustainable progress?

• What are the repeatable Steps; the sequential Map for how teams progress from one plateau to the next.

​

If you feel that following-the-herd will not get you where you need to go, and believe there might be an easier way to help your organization evolve and remain relevant, then this session will help you take some ATTaction!

​

Learn more about the speaker Bruce here.

​

Mapping the Employee Journey - Neal Dlin, Chief Customer Officer, ChorusTree

 

There's no question that companies get the importance of mapping the customer journey and those who are winning have all done an excellent job of this across all touchpoint and possible variations.  Surprisingly then, that in an age of servant leadership where the employee experience is a known driver of the customer experience, very few organizations have mapped their employee journeys.  

 

In this workshop we will explore how Sonnet Insurance challenged some very common practices and used their front line Employee Journey map as the foundational playbook that guided how their contact centres were built and run.  Doing so helped them to achieve not only some remarkable employee engagement outcomes such as attrition under 10%, absenteeism under 5% and top quartile employee engagement as measured by Aon Hewitt, but also outstanding customer outcomes including Net Promotor Scores over 75%, Customer Satisfaction scores of 95% and numerous industry awards.   

 

This will be followed by a hands on mapping exercise where you will:

• Learn what matters most to employees and how disconnects and even long standing contact centre best practices they experience on their journey can be sending them unintended messages that are working against your goals.

• Blue sky what an ideal journey could look like with consideration for how it will drive the outcome your organization is looking for.

• Walk away with real takeaways that you can start to implement in your organization right away.

​

If you are open to challenging some of the most common practices and understand that to be customer centric is to be employee centric, then this session might help you find a highly sustainable path to some outstanding results and/or improve on even existing great results.  

​

Learn more about the speaker Neal here.

 

Demistifying AI - Facilitated by Kevin Hornidge, RBC.

1. What is AI?

2. Clearing up the confusion around what gets called AI but isn’t really AI

3. How is AI being used in the Customer Experience space as well as the Employee Engagement space

4. Call to Action - Don’t wait for it to be figured out as it is not your typical mass markets product it is how you use it to solve your business challenges........

 

​

​

Innovation and Adoption Using Technology (case studies)

​

Panelists: Ivan Kovacevic of Nuvoxx, Brad Sellors of Infinite Media,  Vish Walia of Microsoft, Gordon Sexton of Genesys.

​

What drives innovation at Amazon?  Dan Stark, Amazon

You will hear about how Amazon drives continuous, customer focused innovation through a culture and mechanisms that have a track record of producing big impact.  You will leave with a few new tools that you can apply in your business to help you inspire customer focused innovation.