August 12, 2020
Virtual Event
8:25-1:00PM ET
This virtual 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)


8:25AM-8:30AM WSTA Introductions

8:30AM-8:55AM Keynote Presentation

8:55AM-9:15AM Premier Sponsor Presentation by Blue Prism

9:15AM-9:35AM Secondary Sponsor Presentation by PagerDuty

9:35AM-9:45AM Break and Virtual Tabletop Rooms Open (Remain Open Until 1:00PM)

9:45AM-10:05AM Presentation by Comcast Business

10:05AM-10:25AM Presentation by ConvergeOne

10:25AM-10:45AM Presentation by ServiceNow

10:45AM-11:05AM Presentation

11:05AM-11:25AM Presentation

11:25AM-11:35AM Break

11:35AM-12:35PM Panel Kickoff/Discussion

12:35PM-1:00PM Virtual Tabletop Rooms Remain Open

1:00PM- Event Concludes

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

The WSTA is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. We are typically only approved to give CPE credits for in-person (“Group Live”) events, though given the special circumstances we are permitted to offer CPE credits for events that have been forced online due to COVID-19.

Please note, the local State Board of Accountancy or the group that you submit CPE credits to will make the final decision of accepting the credit. Most states are being flexible during this difficult time.

To Cancel your Registration, click here.

Virtual Event
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