August 12, 2020
This event will focus on the technologies & strategies needed to enable a world-class digital experience.
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Agenda | Location

The customer is at the core of digital transformation. And companies that make the customer experience the most important goal can achieve extreme success: Amazon’s Jeff Bezos describes Amazon’s core business as “customer service”.

At the same time, the customer base is evolving generationally. Millennials have different expectations for responsiveness, reachability, and self-service than their Baby Boomer counterparts.

What does it take to deliver world-class customer experience in today’s always-on environment? What are the technologies that can enable digital customer experience, and what are the best practices for deploying them? How do generational shifts affect customer service delivery?

Topics covered will include:

  • Automation, RPA, AI, ML, and analytics and for customer experience
  • Omnichannel and contact centers
  • Effective management of social media for the always-on-customer
  • Cloud-based customer experience solutions
  • Collaboration tools for use with customers
  • Enabling the end-to-end customer experience
  • Building and managing personas
  • Privacy and digital customer ethics
  • Client experience across the generations (Gen Z to Millennials to Gen X to Baby Boomers)
  • The shift in IT from full-service to self-service to robotic/automated service
  • Gaining client insights through the use of analytics
  • Digitization, disruption and shift in customer trends and expectations
  • User Experience (UX)


8:00AM-8:30AM Registration and Breakfast

8:30AM-8:35AM WSTA Introductions

8:35AM-9:20AM Keynote Presentation

9:20AM-9:45AM Premier Sponsor Presentation by Blue Prism

9:45AM-10:10AM Luncheon Sponsor Presentation by Moxtra

10:10AM-10:35AM Break and Demo Area Visit

10:35AM-11:00AM Presentation by Comcast Business

11:00AM-11:25AM Presentation

11:25AM-11:50AM Presentation

11:50AM-12:30PM Lunch and Demo Area Visit (Lunch Sponsored by Moxtra)

12:30PM-12:55PM Presentation

12:55PM-1:20PM Presentation

1:20PM-1:45PM Break and Demo Area Visit

1:45PM-3:45PM Panel Kickoff/Discussion

3:45PM- Event Concludes

Eligible for CPE Credits
Earn up to 5 CPE Credits at this event! Click here for more details.

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Convene - Midtown East
605 3rd Avenue
New York City, NY