Welcome to Envision! AI is delivering real value in business and is changing the world as we know it. It’s being implemented across all industries and business functions creating unprecedented efficiencies in human productivity. Organizations that successfully apply AI within their business will be able to innovate and compete more effectively while delivering an unrivaled customer experience.
Please join EDCi for premiere Customer Experience and AI conference. We have a great line up of speakers and topics that will give you a lot to think about when it comes to AI and creating an excellent experience for your customers. The conference will be virtual this year instead of in person – we hope to return to our in-person event in 2022. Speaker session will be spread over 5 weeks with one session per week making it easy to fit into your busy schedule.
Envision Agenda
April 14th, 11:30-12:30
Keynote: AI Trends – Drew Lydecker, CEO, AVANT
April 21st, 11:30-12:30
The Digital Front Door – Not Only Self-Service but a Customer Journey
The Digital Front Door isn’t a technology, but a strategy to provide customers with seamless access to your organization and brand. Conversational Artificial Intelligence should be used, not with the primary intent of self-service, but to guide your customers through predictive service options. Learn how to meet your customers where they are by using their desired channel while providing the same unified service, whether voice, text, chat, or a combination. Intelligent routing then delivers the captured intent to a well-informed agent who can finalize any non-self-service integrations.
Presenter: Ben Muter
April 28th, 11:30-12:30
Leveraging AI Bots to Boost Employee Engagement
Today’s environment requires both a positive experience and strong engagement to build a sustainable workforce. Employment has become part of your brand. Social media and social collaboration sites (Glassdoor, Reddit groups, Dice Teams) have created transparency into the experience of being employed by you. This has given rise to the Employee Experience movement, not unlike the customer experience trends that have taken shape over the last 5 years. As leaders, we have been focused on Employee engagement for many years. Should we be shifting toward experience or working on both? In this session we’ll discuss the difference between agent experience and agent engagement, why engagement is still important in the 2021 workplace, and how to leverage innovation to improve agent experience and engagement.
Presenter: Julie Rohloff
May 5th, 11:30-12:30
Analytics and the Power of Data
Contact Centers have seen a drastic change over the past few years. One thing that hasn’t changed is that data has been an ultimate driver in how a contact center functions. Now, we have a means to get more data than ever before. In this session, we will review the impact on new data collecting and mining tools and how you can leverage them in your contact center environment.
Presenter: Jake Beyer
May 12th, 11:30-12:30
Employee Engagement – The Effects of Covid on the Contact Center
Just over a year ago, Covid forced us all to work from home – pretty much over night. Many of us struggled with technical issues to enable our agents to simply be able to take calls from home. As an industry, we’ve moved beyond the initial technical issues but we continue to struggle with managing our employee’s from afar. In this session we’ll discuss what you should be considering as agents continue to work from home, and ways to keep them engaged and performing at a high level.
Presenter: Mike Bira