Customer Experience: Essential sessions for WebexOne – Day 2

WebexOne – Day 2. It may sound like the score in a soccer match, but we are, of course, talking about the second day’s proceedings at Cisco’s must-attend virtual event, taking place 26-28 October. Whereas Day 1 is all about Hybrid Work, the focus for WebexOne – Day 2 is on Customer Experience.

Below you’ll find a short round-up of some of the sessions you might want to attend. Do be sure to browse the full agenda and register for this free virtual event, and check the schedule for timings to suit your time zone.

Keynote: Reimagining Customer Experiences

In a digital world, every customer interaction matters. It can mean the difference between creating a raving fan or an irritated customer. Of course, your organization doesn’t set out to provide bad customer experiences, but do you have the technology you need? Can you connect all the different ways that a customer can interact with you beyond the traditional contact center? Do you really know if you are creating exceptional, remarkable experiences? Join Jeetu Patel and his leadership team to see how Webex uniquely provides an end-to-end, fully programmable customer experience solution to help you answer that question.

New frontiers in Customer Experience

Customer Experience (CX) has become the top competitive differentiator in the marketplace. It outweighs brand and product quality, and even price. More than half of contact centers now report to a CX executive, and yet 72 per cent of contact center decision-makers say that fragmented customer experiences are one of their top 5 business challenges. So what to do? Start with this session featuring Webex customer Jake Radloff from Australian Capital Territory (ACT) Government and Giorgio Mihaila, Webex Customer Experience GM/VP. Joining them will be leading collaboration and contact center analysts Sheila McGee-Smith, Principal Analyst with McGee-Smith Analytics, and Dave Michels, Principal Analyst with TalkingPointz Research. Get on board for a thought-provoking dialogue about the steps businesses are taking now to evolve to deliver the future of customer experience.

Use the power of AI to create memorable experiences and customer fans

Businesses are turning to AI (artificial intelligence) to create memorable experiences, and they are also looking for ways to do more with less. Yet, for too long, improved customer experiences and increasing customer satisfaction inherently meant increased operational cost – expanding call center capacity, hiring and training more agents etc. Now however with the proliferation of data, machine learning algorithms, and affordable compute power, AI is at a tipping point. You can now leverage it to improve customer satisfaction while simultaneously reducing overall costs. If you’d like to hear more about how you can use tried-and-true AI solutions to optimize your contact center operations, handle influxes in call volume, delight customers with seamless self-service options then join this session. Also up for discussion is how AI can help you uncover insights that can predict when a customer might engage with you, or allow you to accelerate issue resolution. Join Negin Ebrahimi, AI Strategy and Product Manager for Webex Customer Experience for more on how Webex is powering contact centers with AI to deliver fast, intuitive self-service and create super-agents, all of which can help you improve customer satisfaction, loyalty and lifetime value.

Integrate 3rd party apps within Webex meetings and spaces to enable seamless collaboration

Seamless collaboration might seem like the holy grail, but when you integrate third-party apps into Webex, everything can become much quicker, without needing to hop from one app to another. In this session, you can learn about the exciting possibilities of today’s embedded apps, and hear from our partners as they relate their experiences collaborating with us to develop these integrations. You’ll also get a deep dive into how you can integrate apps into Webex Meetings and Spaces to enhance workflows.

Keynote: Mental Health, Medals, and the Met Gala: Redefining “Me” with Simone Biles

Not a tech topic, but a vital one for anyone with an interest in well-being in the workplace. 2021 has been a powerful time in which the pandemic along plus the actions of high-profile athletes has activated an important shift in the narrative of mental health. By prioritizing their wellbeing, they’ve sparked a global conversation about vulnerability, empathy, and integrating our whole selves in a culture of unsustainable perfection, constant improvement, and the drive to outwork and outlast at all costs. By leveraging their platforms to affect change, athletes are not just transforming the sporting industry, but also touching the business world, also besieged by the same epidemic of stress and burnout. Join this WebexOne – Day 2 session to hear from Olympian Simone Biles, one of the most decorated gymnasts of all time. She’ll be talking with Fran Katsoudas, EVP and Chief People, Policy, and Purpose Officer at Cisco about the courage and need to prioritize ‘me’. They’ll also discuss the value of teamwork, support, and self-care, whether in a competition, couch or a conference room. And maybe touch on that 88lb Met gala gown.

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That’s just a small selection of the sessions from WebexOne – Day 2. You can also see our pick of the sessions for Day 1 here. And if you’ve not yet signed up, then register here and find all the sessions to suit your interests and needs.