The Customer Service Experience (CSE) 2016 conference is one of the most popular events attended by global business leaders and organizations seeking to improve their customer experience and gain a competitive edge. The conference has made its place in NGDATA’s 50 leading customer experience conferences and events to attend in 2016.

Scheduled from May 23 – 25, 2016 at Omni Shoreham Washington DC, the Customer Service Experience conference will see top decisions-makers, influencers, media persons and vendors come together to share insight on customer service experience.

Visit Customer Service Experience to…  

• Retain your best agents 
• Improve agent empathy 
• Minimize customer effort 
• Leverage knowledge management to reshape customer service 
• Benefit from social and mobile support strategies 

We are offering complimentary Discovery Passes and exciting discounts on conference registrations. Head to this page to claim the discount code for yourself or your team members.

Here is a list of must attend talks at Customer Service Experience 2016 that you shouldn’t miss:

Delivering World-Class Customer Service: Lessons from the Mouse 

Speaker: Dennis Snow, President, Snow & Associates, Inc. Former member of the leadership team at Walt Disney World Co.

This keynote will highlight how delivering world-class service requires careful orchestration of the entire customer experience.

Agents of Change: How Investing in Agents Improves the Customer Experience

Speakers:

• Dustin Laun, ctr, Senior Advisor, Innovation & Technology, Federal Communications Commission (FCC) co-founder & CEO Mobotour.com
• Ian Jacobs, Senior Analyst, Forrester Research

This session will discuss how improving the agent experience is a critical step for organizations hoping to improve customer satisfaction and Net Promoter Scores.

How to Engage and Retain Talented Agents

Speaker: Jeff Toister, President, Toister Performance Solutions, Inc.

This session will reveal how to become a customer service super hero who can ward off disengagement once and for all.

Improving IVR Self-Service Using Speech Analytics

Speaker: Dr. Sunil Issar, Director, VOZIQ

Attend this session on 24 May (Tuesday, 8:00 a.m. – 8:45 a.m.) at SpeechTek 2016, to find out which tools and techniques the attendees use, and how these tools and techniques help understand caller intent and improve caller experience. SpeechTEK 2016 is co-located with Customer Service Experience and CRM Evolution.

Tips to Effectively Empower Agents

Moderator: Esteban Kolsky, Founder and President, ThinkJar

Speakers: 

• Samantha Ettus, Balance Expert, Best Selling Author, Forbes Contributor
• Derrick Ricca, Senior Sales Manager, Greenleaf Hospitality
• Mark Landiak, President & Founder, Corporate Dynamics, Inc.

This panel will reveal the best lessons learned from industry practitioners who have successfully undertaken initiatives on agent empowerment and engagement.

VOZIQ at CSE conference 

VOZIQ is a Gold Sponsor of this year’s Customer Service Experience conference and a corporate sponsor of the CRM Evolution Conference.

VOZIQ turns contact centers into strategic customer intelligence hubs by applying predictive algorithms and text analytics to customer interaction data, and operationalizing that intelligence to improve customer experience.

Visit our Booth No. 313 to meet our team and claim a free trial of our award-winning customer experience analytics solution.