On-Demand Sessions

Loading...
1

Leadership is Personal

International speaker Kevin D. Wright has a unique take on leadership during times of change. With an inspiring, moving and motivating approach, he stimulates both business and personal growth in leaders. In this engaging keynote session you'll learn how to ignite...

2020-10-05 PACE Sessions
2

Building a High-Performance, High Engagement Contact Center Culture

Karin Hurt.  Author and international keynote speaker Karin Hurt inspires transformational change.Recently named on Inc’s list of 100 Great Leadership Speakers and American Management Association’s 50 Leaders to Watch, Karin Hurt helps leaders from around...

2020-10-07 PACE Sessions
3

Advancing Women in Leadership & Unlocking the Power of Partnership

Angela Conti, Head of Consumer Payments at TD Bank, is on a mission to advance women in leadership. Join her as she shares her inspiring personal and professional story, from teen mom to top leadership, and her journey in unlocking the power of partnership. From her...

2020-10-08 PACE Sessions
4

Different by Design: Fostering an Equitable and Inclusive Workplace to Deliver a Powerful CX

Jiquanda Nelson, Concentrix.  As a global organization empowering many of the world’s best brands across six continents and 40 countries, Concentrix is focused on its most powerful resource: its people. By leveraging diversity, equity and inclusion efforts,...

2020-10-06 PACE Sessions
5

Placing Customers at the Center of Success

 Jon Irwin & Carin Falconer, RingRing and its parent company Amazon, share an obsession over customers and work backwards from the customer experience in every aspect of support delivery. Ring refers to customers as neighbors and its mission is Keeping...

2020-10-06 PACE Sessions
6

The Industry Traceback Group – Restoring Trust in the Telephone System for Consumers and Callers Alike

Josh Bercu, USTelecomUSTelecom leads the Industry Traceback Group, or ITG, the official FCC-designated group responsible for actively tracing and identifying the source of illegal robocalls. Josh Bercu, Vice President of Policy & Advocacy at USTelecom, will...

2020-10-07 PACE Sessions
Loading...
1

A Virtual Chat with the FTC

Lois C. Greisman, FTC.  An update on FTC regulatory enforcement efforts affecting CX.Speaker:   Lois C. Greisman heads the Division of Marketing Practices in the FTC’s Bureau of Consumer Protection. Under Ms. Greisman’s management, Marketing...

2020-10-06 PACE Sessions
2

STIR/SHAKEN Call Authentication Panel

Jonjie Sena, Neustar;  Rebekah Johnson, Numeracle;  Jim Dalton, TransNexus; Dean Garfinkel, Quality Voice & Data; Karl Koster, Noble SystemsJonjie Sena is Senior Director of Product Marketing at Neustar and is responsible for driving...

2020-10-06 PACE Sessions
3

Privacy 2020

Nick Whisler, MacMurray & Shuster.  John Hayward, Sitel.  Jon Irwin, Ring.  Updates on CCPA, GDPR and case law.Nick Whisler is a Partner at Mac Murray & Shuster LLP. He focuses his practice on helping clients understand and comply with federal...

2020-10-07 PACE Sessions
4

Compliance Officers Forum LIVE VIRTUAL

Isaac Shloss, Grupo NGN. Karl Koster, Noble Systems.  Michele Shuster, Mac Murray & Shuster.Speakers:  Isaac Shloss is an Information Technology specialist with more than 20 years’ experience – almost exclusively focused on the Contact...

2020-10-08 PACE Sessions
5

TCPA Litigation Update Panel

Michele Shuster, Mac Murray & Shuster;  Eric Troutman, Squire Patton Boggs LLP;  Lauri Mazzuchetti, Kelley DryeMichele Shuster is a founding partner of Mac Murray & Shuster, where she brings extensive experience in working with clients of...

2020-10-08 PACE Sessions
6

Tracing Compliance: How to Work Effectively with the Industry Traceback Group

Linda Vandeloop, AT&T;  Stacy Graham, Inteliquent;  Kevin G. Rupy, Wiley Rein; Josh Stevens, Mac Murray & ShusterAlthough it has been in existence for several years, the USTelecom Industry Traceback Group has come to the foreground since its...

2020-10-08 PACE Sessions
7

How Enterprises Can Navigate the STIR/SHAKEN Gauntlet to Create a Trusted Call Experience

Henry Hayter, Neustar92% of enterprises say that the voice channel is critical to meeting customer service goals. But the rise of robocalls and fraud by phone has destroyed trust in this vital communication channel. As anti-robocalling regulations progress and carriers...

2020-10-08 PACE Sessions
Loading...
1

Emerging Technology to Define the New Normal

Steve Walsh, Procurrence.  Javier Limones, Grupo NGN.  Dave Bukovinsky, CSG.  Did the pandemic cause a flurry of technological innovation? Do we now have better ways to deploy WFH? Implement self-service? Implement AI? Hear an expert view on...

2020-10-07 PACE Sessions
2

Rebuilding Trust in Communications with Rich Communication Services

Chris Drake, iconectiv.  Voice calls, text messages and chatbots have made the business-to-consumer engagement more accessible, robust and efficient. Now, however, with consumer confidence in communications declining and billions lost each year to fraud through...

2020-10-07 PACE Sessions
3

AI Superpowers for Your Agents to Deliver World Class Customer Service

Ashish Nagar, Level AISelf-service tools and bots are helpful in reducing traffic load, but your customers value the knowledge, timeliness and warmth of a human agent. How can CS teams strike a balance? We'll explore the cutting edge of AI technologies and discuss...

2020-10-07 PACE Sessions
4

Is the Pandemic a Use Case for Self Service Technology?

Kerry Edwards, Weight Watchers.  We faced so many challenges trying to provide enough staff to interact with customers during Covid-19. Challenges with lock-downs and WFH created staffing gaps resulting in inconvenience and frustration at the consumer level. ...

2020-10-08 PACE Sessions
5
2020-10-06 PACE Sessions
6

The Real Success of Employee Gamification

Brett Brosseau, Noble Gaming SolutionsSpeakers:   Brett Brosseau helps guide product vision and strategic sales for the employee engagement platform. Brett’s experience includes a unique high-stakes journey, which began with building a...

2020-10-06 PACE Sessions
7

How to Blend AI With Human Intelligence to Improve Customer and Agent Experience

Jim Iyoob, Etech. Shawndra Tobias, Etech.  Erica Kelly, Verizon.Etech's workshop is focused on how the analysis of agent performance and their coaching and development are crucial to designing the customer experience (CX) architecture.Key Insights:- Why...

2020-10-06 PACE Sessions
8

It's Time to Take the "Chat" Out of Chatbots

Chris Radanovic & Brian Donnelly, LivePerson.  If there were ever a time for brands to create a thorough and cohesive bot strategy, it’s now. According to Accenture, there has been a 41% increase in consumer interaction with virtual assistants, and 74% of...

2020-10-08 PACE Sessions
9

The Full Stack Conversational AI Solution

Aakrit Vaish, HaptikIn this session, the speaker will share his insights on the “full-stack” Conversational AI solution - a package of industry vertical-specific AI models, pre-built chatbot templates & smart skills, and out-of-the-box system integrations. He...

2020-10-08 PACE Sessions
Loading...
1

Virtual Training and The Contact Center

Ronna Caras, Caras Training.  Recently, many companies have experienced a dramatic shift to a fully virtual workforce. This change from a primarily premise-based worker to a home-based worker has left companies scrambling to deploy technology and operational...

2020-10-06 PACE Sessions
2

Transform Working from Home into "WOWing from Home"

Pete Jones, Grypp Corp.  The impact of Coronavirus has turned contact centers upside down, and sent companies and agents scrabbling to be able to provide acceptable levels of service from home. But is this enough? Can we do more? How can companies make sure home...

2020-10-08 PACE Sessions
3

Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics

Jeff Kahne, Firefly Consulting.  Contact centers are constantly looking at ways to improve their performance. We’ve sliced and diced the data. We’ve tweaked queues, routes, staffing/scheduling to find that seated agent sweet spot. But yet – we still get...

2020-10-08 PACE Sessions
4

The 3 Efficiencies Driving Call Center Profitability and How to Improve Them

How can outbound call centers be more competitive and boost ROI in a rapidly changing and increasingly regulated industry? Learn about the three key areas that improve performance and profitability at lead generation call centers. Get in-the-field perspectives on...

2020-10-07 PACE Sessions
5

What Have We Learned from the Migration to Work from Home?

Dan Plashkes, S&P Data.  Doug Gilbert, Sutherland.  Ricardo Parodi, Marriott.  Maureen Martin, Weight Watchers.Many companies had to initiate, accelerate or amplify their Work From Home (WFH) strategy during Covid-19. This session will highlight...

2020-10-08 PACE Sessions
6

Returning Humanity to our Communications

Lisa DeFalco, TPG.  With all of the market’s focus on automation, documentation, compliance and rigidness, did we forget about humanity? We seek to foster consumer protection but in our greatest efforts, we find ourselves building obstacles preventing...

2020-10-06 PACE Sessions
7

Key Components of Successful BPO Partner Management in 2020

Lori Fentem, Ring.  Corey Conklin, Shutterfly.  Jeff Myers, Sirius XM.  Nick Jiwa, CustomerServThis panel of leaders who oversee large scale domestic and international outsourcing will share their insights on how they have navigated BPO Partner...

2020-10-06 PACE Sessions
8

How Will the Gig Economy Help Us Rethink Customer Support?

Paula Kennedy-Garcia, Concentrix.  In this session, we'll explore the concept of leveraging the knowledge of the crowd while allowing the brand to pay only for the support that satisfies your customers. How can you tap into the expertise of the customers who know...

2020-10-07 PACE Sessions
9

Everything is Virtual: What Have We Learned?

Bruce Belifore, BenchmarkPortal.  With many employees being WFH and no ability to travel to outsourcers, companies had to implement new virtual strategies in every level of business operations ranging from new hire onboarding, virtual training, vendor selection,...

2020-10-06 PACE Sessions
10

In the Heat of the Battle….What Options Can You Deploy to Ensure Your Customers Can Get Service?

Brad Nichols, Dun & Bradstreet.  In some cases, companies were not able to deploy a WFH strategy in light of Covid. Hear from experts who had to navigate supporting customers while facing challenges with staffing their contact center. How do you ensure...

2020-10-06 PACE Sessions
11

New Reality: Navigating Covid-19 from the Perspective of a BPO

Julie Casteel, Ibex.  Frank Pettinato, Avantive Solutions.  Jeremy Jepperson, Everise.  BPOs faced a unique set of Covid-19 challenges as they had to protect their employees and support their clients. Their revenue went down and their cost of doing...

2020-10-07 PACE Sessions
12

M&A in the Contact Center Industry - Post-COVID-19

Michael Lamm, Corporate Advisory Solutions.  This session will focus on how companies in the industry are being valued in the market today, what types of buyers are out in the market and how has “work at home” impacted buyer’s interest in this market. We...

2020-10-07 PACE Sessions
13

The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About Now

Kristyn Emenecker.  The world has changed rapidly already, so what will the next twelve months bring? A return to the way things used to be, or an entirely new normal? Join this session to discuss predictions for the contact center of 2021, and learn about five...

2020-10-07 PACE Sessions
14

CX Views: Customer Perspectives and Insights brought to you by the Teleperformance CX Lab

Stephanie Millner & Maria Netto Campos, Teleperformance.  Focusing on issues such as channel mix, mobile app adoption, contact rates, and consumption patterns, the Teleperformance CX Lab analysis reveals insights that helps us prepare for what comes next for...

2020-10-07 PACE Sessions
Loading...
1

Special Presentation - Sponsor Showcase & Gamification

Meet some of PACE's valued sponsors and learn more about the ACX-Virtual Gamification contest taking place throughout the event.   Don't forget to sign up for your attendee profile here so you can enter to win...

2020-10-06 PACE Sessions
2

ACX Virtual Kickoff

Join PACE Chair, Lori Fentem as she kicks off ACX-Virtual 2020!

2020-10-05 PACE Sessions
3

PACE AWARDS CEREMONY

Join the PACE Board of Directors & Management Team as we recognize our 2020 award winners! Thank you to our sponsors:

2020-10-08 PACE Sessions
4

ACXV Remix Wrap Up

Putting it all together.

2020-10-08 PACE Sessions