CX Connect 2023 Daily Event Overview

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class="session_date_selector"> <ul> <li> Tuesday Jun 13</li> <li> Wednesday Jun 14</li> <li> Thursday Jun 15</li> </ul> </div> <div class="display_list_grid display_show_grid"> <div class="grid_labels tuesday_jun_13"> <div class="session_time_block"> <div class="session_time"> </div> <div class="session"> <div class="session_tag session_track"> Sessions Brought To You By Smart Customer Service </div> </div> </div> </div> <div class="grid_labels wednesday_jun_14"> <div class="session_time_block"> <div class="session_time"> </div> <div class="session"> <div class="session_tag session_track"> Sessions Brought To You By CRM Evolution </div> </div> </div> </div> <div class="grid_labels thursday_jun_15"> <div class="session_time_block"> <div class="session_time"> </div> <div class="session"> <div class="session_tag session_track"> Sessions Brought To You By SpeechTEK </div> </div> </div> </div> <div class="sessions_wrapper tuesday_jun_13"> <div class="session_time_block"> <div class="session_time" > 11:30 AM ET<br>8:30 AM PT </div> <div class="session"> <div class="session_tag session_track" >Sessions Brought To You By Smart Customer Service</div> <div class="session_title" ><a href="javascript:showSession(16054)"><span>SCS1: Revolutionizing CX through AI</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_speaker">Speaker(s):<br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="Geoff-Ables.aspx"><span itemprop="name">Geoff Ables</a></span>, <span itemprop="jobtitle">Managing Partner,</span><span itemprop="worksfor">C5 Insight</span></span></span><br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="Elizabeth-Tobey.aspx"><span itemprop="name">Elizabeth Tobey</a></span>, <span itemprop="jobtitle">Head of Marketing, Digital Solutions,</span><span itemprop="worksfor">NICE</span></span></span></div> <div class="session_description">Description: <span >AI is here, and it’s already changing the way we think about conversations. When it comes to customer experiences, however, it takes more than a good large language model to deliver safe, trusted, and useful results. Join Elizabeth Tobey, head of marketing, digital solutions, at NICE to explore the impact of AI on the customer experience landscape, and how it’s changing the way we think about communication. Learn how to use generative AI to build your CX strategy; why AI needs more than good conversational tools to be truly effective; and a revolutionary new way to interact with unstructured data to deliver actionable results. Also showcased will be Enlighten Actions, the industry-first, AI-powered solution tailored to curate intelligent responses to any business inquiry using decades of historical CXi data and GPT generative AI. Tobey explains how NICE has combined OpenAI’s GPT model with Enlighten AI to deliver brilliantly human, actionable results. <div class="embed-responsive embed-responsive-16by9"><iframe width="560" height="315" src="https://www.youtube.com/embed/M5ndQHLqT1w" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen="allowfullscreen"></iframe></div></span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 1:30 PM ET<br>10:30 AM PT </div> <div class="session"> <div class="session_tag session_track" >Sessions Brought To You By Smart Customer Service</div> <div class="session_title" ><a href="javascript:showSession(16055)"><span>SCS2: Optimizing the Customer Experience While Dealing With Reduced Staff & Budget Cuts</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_speaker">Speaker(s):<br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="Geoff-Ables.aspx"><span itemprop="name">Geoff Ables</a></span>, <span itemprop="jobtitle">Managing Partner,</span><span itemprop="worksfor">C5 Insight</span></span></span><br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="Joanne-Zehr.aspx"><span itemprop="name">Joanne Zehr</a></span>, <span itemprop="jobtitle">Director of Operations, Back Office,</span><span itemprop="worksfor">Constellation1</span></span></span><br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="Pete-Khanna.aspx"><span itemprop="name">Pete Khanna</a></span>, <span itemprop="jobtitle">CEO,</span><span itemprop="worksfor">TeamSupport</span></span></span></div> <div class="session_description">Description: <span >Today’s turbulent economic state is hitting every business in different ways. If you’re experiencing hiring freezes, staff reductions, or budget cuts, you’re likely trying to balance growing customer needs with limited resources. Join this session with leading customer service software provider TeamSupport as ways to ensure positive customer experiences during tough economic times are discussed. Along with special guest and customer, Constellation1, our speakers talk about the success of using your support software to do more with less and guarantee you’ll walk away with a plan to maintain and even increase your customer value. <div class="embed-responsive embed-responsive-16by9"><iframe width="560" height="315" src="https://www.youtube.com/embed/Aa-Ybrnkj6Q" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen="allowfullscreen"></iframe></div></span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 3:30 PM ET<br>12:30 PM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By Smart Customer Service</div> <div class="session_title" ><a href="javascript:showSession(16178)"><span>SCS3 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> </div> <div class="sessions_wrapper wednesday_jun_14"> <div class="session_time_block"> <div class="session_time" > 11:30 AM ET<br>8:30 AM PT </div> <div class="session"> <div class="session_tag session_track" >Sessions Brought To You By CRM Evolution</div> <div class="session_title" ><a href="javascript:showSession(16057)"><span>CRM1: Harnessing Generative AI for CX & EX: A Practical Approach</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_speaker">Speaker(s):<br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="29896-Ian-Jones.aspx"><span itemprop="name">Ian Jones</a></span>, <span itemprop="jobtitle">Head of Strategic Solutions,</span><span itemprop="worksfor">eGain</span></span></span><br /><span itemscope="itemscope" itemprop="performer" itemtype="http://schema.org/Person"> <span><a itemprop="url" href="29912-Eric-Anderson.aspx"><span itemprop="name">Eric Anderson</a></span>, <span itemprop="jobtitle">Senior Principal Product Manager,</span><span itemprop="worksfor">eGain</span></span></span></div> <div class="session_description">Description: <span >ChatGPT has taken the world by storm with both Wall Street and Main Street furiously reading up on generative AI and what it can do for them—and to them. As someone in charge of CX and EX (employee experience), how do you harness this powerful technology to turbocharge your automation and human augmentation initiatives ? Attend this session to learn about generative AI and a step-by-step approach to leveraging it in your contact center and beyond:  <span>•</span> Why use generative AI for CX and EX? <span>•</span> How does it fit into your knowledge management strategy? <span>•</span> What are the use cases? <span>•</span> <span>A novel way to get going</span> <div class="embed-responsive embed-responsive-16by9"><iframe width="560" height="315" src="https://www.youtube.com/embed/xOIwF-94iR8" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share" allowfullscreen="allowfullscreen"></iframe></div></span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 1:30 PM ET<br>10:30 AM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By CRM Evolution</div> <div class="session_title" ><a href="javascript:showSession(16176)"><span>CRM2 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 3:30 PM ET<br>12:30 PM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By CRM Evolution</div> <div class="session_title" ><a href="javascript:showSession(16177)"><span>CRM3 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> </div> <div class="sessions_wrapper thursday_jun_15"> <div class="session_time_block"> <div class="session_time" > 11:30 AM ET<br>8:30 AM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By SpeechTEK</div> <div class="session_title" ><a href="javascript:showSession(16179)"><span>STK1 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 1:30 PM ET<br>10:30 AM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By SpeechTEK</div> <div class="session_title" ><a href="javascript:showSession(16180)"><span>STK2 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> <div class="session_time_block"> <div class="session_time" > 3:30 PM ET<br>12:30 PM PT </div> <div class="session_canceled"> <div class="session_tag session_track" >Sessions Brought To You By SpeechTEK</div> <div class="session_title" ><a href="javascript:showSession(16181)"><span>STK3 - Cancelled</span></a></div> <div class="session_length">Length: <span>1 Hour</span></div> <div class="session_description">Description: <span >This session has been cancelled.</span><br><br></div> </div> </div> </div> </div> </div> <div id="sessionModal"></div> <div class="colocated"> <h5>A Free Virtual Event Featuring Sessions From</h5> <ul> <li style="vertical-align: middle;"><a href="/Conferences/CXConnect2023/SmartCustomerService.aspx" title="Smart Customer Service"> <img alt="Smart Customer Service" style="border: 0; margin-top: 10px;" src="https://dzceab466r34n.cloudfront.net/images_nl/sw/Smart Cust Serv_no date_outlined.svg" width="230" height="99" caption="false" /></a></li> <li style="vertical-align: middle;"><a href="/Conferences/CXConnect2023/CRMEvolution.aspx" title="CRM Evolution"> <img alt="CRM Evolution Conference" style="border: 0; margin-top: 10px;" src="https://dzceab466r34n.cloudfront.net/images_nl/sw/CRMe_Logo_no date_outlined.svg" width="180" height="74" caption="false" /></a></li> <li style="vertical-align: middle;"><a href="/Conferences/CXConnect2023/SpeechTEK.aspx" title="SpeechTEK"><img alt="SpeechTEK 2022" style="border: 0; margin-top: 10px; border-width: 0px;" src="https://dzceab466r34n.cloudfront.net/images_nl/sw/SpeechTEK_logo_no date_outlined.svg" width="200" height="60" caption="false" /> </a></li> </ul> </div> <div class="sponsors"> </div> <br /> <br /> <div class="sponsor_wrapper"> <div class="sponsors"> <h5> Diamond Sponsors</h5> <ul> <li style="vertical-align: middle;"> <a href='http://www.egain.com' target="_blank" title='eGain' onMouseDown="return r (this,9111, 'http://www.egain.com');"><div title="eGain" style="background-position:center;background-repeat: no-repeat; cursor: pointer; width:200px;height:80px;background-image:url(https://conferences.infotoday.com/images/Default_Conf.ashx?EntityType=8&max=200&EntityID=19174);"> </div></a></li> <li style="vertical-align: middle;"> <a href='http://www.nice.com' target="_blank" title='Nice Systems Inc.' onMouseDown="return r (this,9210, 'http://www.nice.com');"><div title="Nice Systems Inc." style="background-position:center;background-repeat: no-repeat; cursor: pointer; width:200px;height:80px;background-image:url(https://conferences.infotoday.com/images/Default_Conf.ashx?EntityType=8&max=200&EntityID=19540);"> </div></a></li> <li style="vertical-align: middle;"> <a href='http://www.teamsupport.com' target="_blank" title='TeamSupport LLC' onMouseDown="return r (this,9187, 'http://www.teamsupport.com');"><div title="TeamSupport LLC" style="background-position:center;background-repeat: no-repeat; cursor: pointer; width:200px;height:80px;background-image:url(https://conferences.infotoday.com/images/Default_Conf.ashx?EntityType=8&max=200&EntityID=19461);"> </div></a></li> </ul> </div> <div class="clear"></div> <div class="sponsors"> <h5> Media Sponsors</h5> <ul> <li style="vertical-align: middle;"> <a href='https://www.destinationcrm.com/Magazine/Default.aspx' target="_blank" title='CRM Magazine' onMouseDown="return r (this,9117, 'https://www.destinationcrm.com/Magazine/Default.aspx');"><div title="CRM Magazine" style="background-position:center;background-repeat: no-repeat; 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CX Connect 2023 Daily Event Overview