Call & Contact Center Expo Las Vegas 2023

Auto Tech Outlook | Thursday, April 20, 2023

The Ultimate Exhibition for the Customer Engagement and Experience Industry

On April 26th & 27th, Las Vegas Convention Center will become home to the ultimate exhibition for the customer engagement and experience industry.

Stay ahead of the industry with exclusive feature stories on the top companies, expert insights and the latest news delivered straight to your inbox. Subscribe today.

Call & Contact Center Expo will provide you with over 200 exhibitors, and their plethora of innovative products, ideas and strategies; this is an incredible opportunity to discover the latest trends and advancements you need to stay ahead of the game. 100 hours of seminars and masterclasses packed into this busy 2-day experience will ensure that you take insightful tips from a range of organizations, with thousands of solutions to set your business apart.

The Keynote Theaters are one of the outstanding features of Call & Contact Center Expo. At the large open-plan theaters, you will hear insights from the sector’s leaders, discussing the future of the call and contact center industry. This event has everything you need, from data and payment security to user experience.

This is your opportunity to meet those leading the change in person, ask questions and educate yourself on the ever-changing industry.

The exclusive 2023 keynote line-up includes:

● AT&T, Sara Joy, Head of Experience & Design of Business Operations - ‘Simplifying the Complexity to Improve Customer Experience’

For a long time, humans have studied patterns to make sense of the world around them. In these times of ever-evolving technology and artificial intelligence and machine learning, how might we leverage patterns in simplifying and creating delightful customer experiences?

Sara will explore this topic and delve deeper into how we can improve customer and employee experiences through technology transformation.

● Google, Raluca Monet - ‘Fueling great Customer Service Through Agile, Modern Contact Center Solutions and ChromeOS’

 According to a recent survey by Google & Accenture, 39% of enterprise contact center agents are expected to be remote in the next 1-2 years and this number is expected to increase to 59% in the near future. Contact centers need to increase their agility by embracing more flexible and secure solutions to provide best-in-class customer service, secure business data, and reduce cognitive load on agents to enable them to be more productive. With a flexible technology architecture, service leaders can focus on their strategy, innovation, and the future without being locked into legacy technology constraints.

In this session, learn more about new trends, how to evaluate your technology stack, cloud-first OS platforms, and leading modern contact center solutions that can keep your business on the cutting edge of contact center technology.

● CVS Health, Brian MacLeod, AVP Retail Customer Care - ‘Contact Center Employee Engagement in a Virtual World’

Giving contact center employees the ability to work virtually is easy – keeping them engaged is hard. The good news is with the right vision, lots of intentionalities, and a bit of discipline, it’s possible for employees to be even more engaged at home than in the office. In this keynote session, Brian will share his successes and best practices for creating an engaging and sustainable virtual culture .

● TTEC, Clay Heinz, GVP, Regulated Industries - ‘Optimize Your CV With a Relevant Wage & Labor Strategy’

Happy employees drive happy interactions. Attracting top talent and retaining the ''magic makers'' demands a relevant wage and labor strategy Learn about how current market conditions are impacting the CX industry, the risk of ''getting it wrong'' and proven strategies to quickly respond.

With over 25 years in the healthcare CX industry and experience across many aspects of CX delivery, Clay leads the growth of TTEC's "Regulated Industries". Clay is responsible for the strategic development of TTEC's Healthcare, Public Sector, Banking and Insurance verticals. A published author, speaker and superhero for today's consumer, Clay's passion to optimize CX across these industries is evident in his presentation.

● Foundever, Cassidy Klundt, Director of Operations - ‘Enhancing CX in a Post-Pandemic World’

What's important to customers today? How do you assess it within different industries, and what does great look like? Carrying intellectual curiosity into any engagement, Cassidy would consider himself to be a CX Enthusiast and People Leader, who greatly values what the contact center industry can do for organizations, customers, and just as importantly, the people who find valuable careers within.

Visitors to Call & Contact Center Expo, Las Vegas can also expect to hear insights from Genpact, Cisco Systems, RingCentral, Laivly, Microsoft and more!

Held to recognise the innovators transforming the customer engagement sector, Call & Contact Center Expo will also be presenting industry awards, a celebration of the innovations, services, and solutions that have made an outstanding impact over the past 12 months.

● Innovation Award

The following is awarded to a product or service demonstrating outstanding quality, functionality and innovation in the sector. It celebrates those bringing new life to the running of call and contact centers.

● Engagement Solution of the Year Award

This award recognizes the challenges faced in employee and customer engagement - from workforce management and gamification to customer management technology. The award will be given to the nominee that demonstrates an innovative and proven method, service, or product that results in exemplary engagement solutions.

These awards are an invaluable opportunity for our visitors to elevate their industry knowledge, and gain an upper hand on the competition. Each finalist will showcase their product or service to a panel of industry giants, making for an entertaining and educational break from the hustle and bustle of the show floor.

This is your one opportunity to learn how to transform your call or contact center and connect with the names at the top of the industry ladder. Accelerate your business and experience the rapid growth that you’ve been working hard for!

We look forward to welcoming you to the Call & Contact Center Expo Awards on April 26th & 27th 2023

More in News

Mobility is a key element of both economic and personal freedom, making it essential to prioritize reliable roadside support as the number of vehicles on the road increases. An effective roadside assistance network is crucial for helping vehicles that encounter issues like breakdowns, flat tires, and dead batteries. As technology and consumer expectations evolve, these systems need to become more intelligent and interconnected, enhancing their efficiency, safety, and consistency. This shift is transforming roadside assistance into a more responsive, scalable, and transparent service. Increased Dispatch Efficiency and Real-Time Communication One of the significant advances of roadside assistance networks is better dispatch coordination. They mainly comprise call centers, paper records, and manual routing, which increased wait times and reduced service visibility. Using digital platforms, one can track and automate job assignments and streamline communication between dispatch centers, field technicians, and vehicle owners. Integrated systems apply location information to connect requests needing service with the nearest available provider, thereby slashing response times and streamlining resource deployment. Such automation enables service providers to serve larger volumes with uncompromised quality and gives customers a better view of arrival time and service status through mobile applications. This two-way communication added by these systems creates room for live updates, reducing the range of uncertainty for the ultimate experience. The dispatch system can analyze patterns in service requests and traffic conditions to forecast peak demand periods and adjust resource allocation. The operational improvements bring speedier resolutions while promoting optimized workforce utilization and reduced overhead. Data Integration and Predictive Maintenance Support Modern roadside pro-back-up solutions are becoming the core of the larger ecosystems of vehicle support. Linking such applications as telematics and vehicle diagnostics systems is a massive key towards proactive service strategies. For example, sensor-equipped vehicles connected to platforms communicate real-time information to alert of upcoming trouble before a severe failure occurs. Predictive awareness will avoid road incidents, allowing one to remind users of battery replacement, tire rotation, or any other preemptive action. From a customer perspective, technicians come to the scene informed or "armed" with all the appropriate tools or replacement parts necessary to fix the issue during their first visit, empowered by the presence of such health data concerning the vehicle. It also reduces diagnostic time at the scene since it enables better fault determination. In some cases, remote assistance may be feasible through technical support or system resets, allowing the user to avoid waiting for an actual intervention. Such features not only improve customer satisfaction but also reduce operational costs. Scalability and Customization along Multiple User Lines Roadside assistance network solutions are versatile and can work across an extensive range of users, including individual drivers, fleet operators, insurance providers, and vehicle manufacturers. Each group has specific needs and operational goals; therefore, these modern platforms support customization based on various service levels, billing models, and performance metrics. For example, roadside assistance is not merely a support service to fleet operators but an integral part of uptime management. Roadside data should then be integrated with fleet management software for continuous monitoring and speedier interventions to keep vehicles rolling and minimize downtimes. On the other hand, insurance providers would benefit from roadside assistance data to understand risk profiles better and innovate additional services for improved customer loyalty, such as tiered support packages or integration of roadside events with claims processing. Thus, the driver receives help without turning in a separate service request. It therefore creates an integrated ownership experience for the driver, having roadside support within warranty or connected car services. Scalability is also important to provide growth and meet seasonal fluctuating demand. Roadside assistance platforms, supported by cloud-based infrastructure and modular service options, can enlarge or shrink according to what is used at a given moment, while ensuring uniform performance without incurring excess cost. Because third-party service providers can be integrated into a network through standardized APIs, seamless growth of networks occurs while ensuring that controls over operations remain unified. This means that network operators can expand service geographically while controlling service quality across regions through a consistent oversight by centralized performance monitoring. These developments represent the more general trend towards smart mobility and the overall digitization of transport systems. Viewed as a reactive service, roadside assistance is now becoming proactive and is enabled using data to allow it to travel more safely and reliably. Improving coordination, emerging predictive technologies, and building strategy-scalable solutions tied directly to the numerous user needs will ensure that roadside assistance readies itself for the future of connected transportation. ...Read more
Technology is a fundamental component at every stage of the customer journey, contributing to operational efficiency and wealth maximization. For automotive dealerships, the pertinent question is not whether to adopt digital tools, but rather how to evaluate and implement technology solutions that align with specific business objectives. Innovations influence all phases of the sales and service processes, encompassing lead generation, online financing, inventory management, and after-sales support. The selection of an appropriate platform can significantly impact future growth and foster customer loyalty. Defining Dealership Goals and Expectations from the Customer The first step is defining the approach to evaluating technology from the dealership's point of view, internal goals, and external customer expectations. Today, dealerships are selling much more than a car; they must be able to define by convenience, transparency, and speed the buyer's world, which is increasingly knowledgeable and digitally experienced, often going to the showroom with a great deal of research done on the Internet. Any technology solution contemplated should accommodate that connection between the online and offline touchpoints. Whether digital retailing platforms, real-time communication tools, or automated customer follow-ups, the right solution must meet the full spectrum of customer interaction while aligning with the dealership's brand experience and sales objectives. System Integration and Data Connectivity Generally, the most frequent pitfalls seen during the implementation of dealership technology are disparate, non-communicating systems. Duplicate tasks usually occur, and this accounts for a siloed data environment and inconsistent reporting. With well-evaluated solutions, the existing dealership operations, such as customer relationship management, inventory management, finance and insurance, and service scheduling, will be integrated. That way, customer data flow becomes a consistent element throughout the system and provides personalized customer service, resulting in better decision-making about customer-related concerns. In addition, from centralized data access, faster responses address customer inquiries, inventory management, and overhead reduction; ultimately, that will lead to a more agile and responsive dealership environment. Measure Long-Term Value and Scalability While the long-term value of scalability must be considered equally as a cost determinant and functionality justifying worth investment now, upfront costs and immediate functionality determine purchase decisions. The solution should have the capacity to be changed over time in accordance with new trends emerging in the market, customers' use innovations for transacting, and future scale growth of the dealership. Scalability becomes especially important when developing digital distribution channels for the dealership or entering new markets. Also critical are the support and training the technology provider provides for a smooth solution onboarding and continuous optimization over time. Those solutions that are flexible, subject to regular updates, and provide responsive support are likely to yield much larger benefits and keep the costs of transition very low when costly transitions become unavoidable in the future. ...Read more
The automotive industry is evolving, and technological advancements are transforming how dealerships operate. While these innovations provide significant opportunities for growth and efficiency, they also introduce unique challenges. Dealerships must understand and navigate these challenges to thrive in an increasingly digital landscape. Adapting to Rapid Technological Changes One of the most significant challenges facing automotive dealerships today is the rapid pace of technological change. New software, platforms, and tools are consistently emerging, making it difficult for dealerships to keep up. The integration of advanced technologies, such as customer relationship management (CRM) systems, inventory management solutions, and digital marketing tools, requires dealerships to adapt their business processes continually. To effectively navigate this challenge, dealership leadership must prioritize ongoing training and development for their staff. By investing in training programs that focus on new technologies, dealerships can ensure their employees remain proficient and confident in using modern systems. Additionally, staying informed about industry trends and participating in relevant workshops or conferences can help dealership employees understand best practices and innovative solutions that are on the market. Balancing Technology and Customer Experience While technology can enhance operational efficiency, dealerships must maintain a strong focus on the customer experience. The implementation of sophisticated systems, such as online purchasing options and virtual showrooms, can sometimes lead to a disconnect between customers and sales personnel. A common challenge is striking the right balance between automation and the personal touch that customers expect when making significant purchases, such as vehicles. To address this challenge, dealerships should strive to create seamless digital experiences while preserving meaningful interactions with customers. This involves encouraging staff to utilize technology to enhance their engagement with customers rather than replace it. For instance, sales representatives can leverage CRM tools to gather insights about a customer's preferences and tailor their approach accordingly. By blending automation with human interaction, dealerships can offer a more personalized service that fosters trust and cultivates long-term relationships. Overcoming Integration Issues As automotive dealerships adopt new technologies, integrating these systems with existing infrastructure can pose a significant hurdle. Different platforms may not always communicate effectively with one another, leading to data silos and inefficiencies. For example, a dealership might have separate solutions for inventory management, accounting, and customer outreach, making it challenging to have a unified view of operations. To minimize integration issues, dealerships should carefully evaluate the technology solutions they invest in. Opting for platforms that offer easy integration capabilities or are specifically designed for the automotive sector can alleviate many of the common pitfalls associated with technology adoption. Furthermore, involving IT professionals during the selection and implementation process can help identify potential compatibility issues beforehand. Providing a clear roadmap for implementation and encouraging collaboration among teams can also facilitate a smoother transition when integrating new technologies. ...Read more
The automotive industry is experiencing a technology-driven transformation, prompting dealerships to adapt to a rapidly changing environment. Traditional sales models face challenges due to shifting consumer expectations, the emergence of electric vehicles, and connected technology advancements. Dealers must embrace a new era focused on digital engagement, tech-savvy customers, and evolving service requirements. Progressive dealerships are adopting innovative solutions to optimize operations, improve customer experiences, and keep pace with the changing landscape of automotive technology. Tackling Digital Disruption and Customer Expectations Buyers now conduct extensive online research before visiting a dealership, expecting transparency, speed, and convenience. The traditional in-person sales approach no longer appeals to customers who want seamless digital interactions, real-time pricing, and online financing options. From virtual showrooms and live video consultations to AI-powered chatbots and self-service portals, the tools enable customers to explore inventory, schedule test drives, and complete purchases from the comfort of their homes. The growing complexity of auto tech with electric vehicles (EVs), autonomous features, and connected car systems requires dealership staff to become more knowledgeable and tech-savvy. Customers expect expert advice and clear explanations when dealing with advanced in-car technologies. Many dealerships are investing in ongoing training and certification programs for their sales and service teams to meet this demand. They can tailor marketing campaigns, recommend relevant services, and foster long-term customer relationships by tracking browsing behavior, service history, and purchase patterns. Embracing Innovation in Service and Sustainability EVs, for example, require less routine maintenance but demand specialized knowledge in battery systems and software diagnostics. As a result, dealerships must update their service bays, invest in new diagnostic tools, and train technicians on high-voltage safety and electric drivetrains. Some are partnering with manufacturers or third-party providers to gain access to the latest training, tools, and technical support. Traditional dealership processes such as inventory management, repair scheduling, and paperwork can be time-consuming and error-prone. Companies like Gold Standard Automotive Network are helping dealerships adapt by integrating innovative repair and maintenance solutions tailored for electric vehicle technologies. Modern dealerships are solving these issues by implementing cloud-based dealer management systems (DMS) that centralize operations and automate repetitive tasks. With integrated software solutions, they can track inventory in real-time, manage customer appointments more efficiently, and reduce administrative overhead. Many dealerships align their operations with environmental goals by installing EV charging stations, transitioning to paperless workflows, and using energy-efficient lighting and building systems. The efforts reduce ecological impact and appeal to eco-conscious consumers who prioritize sustainability in their buying decisions. Nichirin specializes in high-performance automotive components, offering sustainable solutions for electric vehicle powertrains and ensuring optimal efficiency. ...Read more