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World Customer Experience Forum
New York, USA, 2024

Interested in speaking or reserving your slot on the agenda? Write to us at info@worldcustomerexperienceforum.com or apply for your preferred slot by clicking below.

Day 1- October 23, 2024

9:00AM - 9:30AM

Registration and Network Onboarding

9:45AM - 10:00AM

Opening Remarks

10:00AM - 10:20AM

Exploring Personalization and Omnichannel Experiences

  • Deep dive into personalization trends and its role in enhancing customer satisfaction

  • Examination of omnichannel strategies for a seamless customer journey

  • Case studies illustrating successful implementation of personalized and omnichannel approaches

10:30AM- 10:50AM

Introduction to Evolving Customer Expectations

  • Overview of changing customer expectations in 2024

  • Discussion on the impact of technology and global trends on consumer behavior

  • Importance of adapting strategies to meet evolving customer needs

11:00AM - 11:20AM

COFFEE BREAK

11:20AM- 11:50AM

Innovations in AI and Chatbots for Customer Interaction

  • Overview of the latest developments in AI-driven customer support

  • Analysis of advanced chatbot capabilities, including natural language processing

  • Showcase of businesses successfully integrating AI to enhance customer interactions

12:00PM - 12:20PM

Chatbots and Virtual Assistants paired with Automation
• Customer Support and Service
• Self-Service and Knowledge Management
• Task Automation and Workflow Integration
• Personalized Recommendations and Assistance
 

12:30PM- 1:00PM

Advancements in Natural Language Processing

  • In-depth exploration of the latest trends in Natural Language Processing (NLP)

  • Analysis of how contextual understanding is shaping more sophisticated and intuitive conversational experiences

  • Showcase of real-world applications benefiting from improved NLP and contextual awareness

1:00PM - 2:00PM

Lunch Break

2:00PM- 2:30PM

Voice Recognition and Multimodal Interactions

  • Examination of the latest developments in voice recognition technology

  • Showcase of multimodal interactions, including voice, text, and visual elements

  • Case studies illustrating successful integration of voice and multimodal features in Conversational AI applications

2:40PM - 3:00PM

The Rise of Social AI and Emotional Intelligence

  • Exploration of Social AI trends and its impact on user engagement

  • Discussion on the integration of emotional intelligence in Conversational AI

  • Examples of businesses leveraging Social AI and emotional intelligence for more empathetic and human-like interactions

3:10PM- 3:30PM

Create personalized marketing experiences for your customers
• Collect and analyze customer data
• Use data to segment your customers
• Personalize your marketing messages and content
• Track the results of your personalization efforts
 

3:40PM - 4:00PM

Coffee Break

4:00PM- 4:30PM

Chatbots and Integration with Messaging Apps

  • Discussion on the prevalent trend of chatbot integration with messaging platforms

  • Examination of the benefits and challenges associated with leveraging messaging apps

  • Showcase of successful implementations of chatbots within popular messaging applications

  • Strategies for optimizing chatbot performance within messaging ecosystems.

4:40PM - 5:00PM

Introduction to Modern Chatbots

  • Overview of the evolving landscape of chatbots in 2024

  • Significance of chatbots in improving customer engagement and support

  • Discussion on the integration of chatbots across various industries

  • Case studies highlighting successful applications of modern chatbots.

5:00PM

Networking Cocktail Reception

Day 2- October 24, 2024

9:00AM - 9:15AM

Opening Remarks

9:20AM - 9:40AM

Enhancing Customer Engagement through Integrated Solutions

  • Analysis of how the synergy of chatbots and Conversational AI elevates customer engagement

  • Insights into the role of personalized interactions in building stronger customer relationships

  • Showcase of businesses successfully integrating these technologies for superior engagement

  • Strategies for maintaining a balance between automation and human touch in customer interactions.

9:50AM - 10:20AM

Chatbots as Catalysts for Omnichannel Customer Journeys

  • Discussion on the pivotal role of chatbots in creating a cohesive omnichannel experience

  • Examination of how chatbots bridge the gap between various customer touchpoints

  • Case studies illustrating successful integration of chatbots into omnichannel strategies

  • Considerations for optimizing chatbot performance across multiple channels.

10:30AM- 10:50AM

Advanced Conversational AI for Personalized Interactions

  • Exploration of the latest trends in Conversational AI for tailored customer interactions

  • Analysis of how advanced natural language processing contributes to personalization

  • Showcase of businesses effectively leveraging Conversational AI for customized user experiences

  • Strategies for implementing personalized Conversational AI solutions.

11:00AM - 11:20AM

COFFEE BREAK

11:20AM- 11:50AM

Metrics and Key Performance Indicators (KPIs) in Customer Experience

  • Overview of essential metrics for evaluating customer experience

  • Discussion on how KPIs guide improvements in customer service

  • Case studies demonstrating the effective use of metrics in enhancing customer satisfaction

  • Strategies for selecting and leveraging relevant KPIs.

12:00PM - 12:20PM

  • Emotional Intelligence and Customer Satisfaction

  • Overview of the role of emotional intelligence in customer interactions

  • Insights into understanding and responding to customer emotions

  • Case studies demonstrating the impact of emotional intelligence on customer satisfaction

  • Strategies for incorporating emotional intelligence in customer service.

12:30PM- 1:00PM

Feedback Mechanisms and Continuous Improvement

  • Importance of gathering customer feedback for improvement

  • Discussion on various feedback channels and methods

  • Analysis of how feedback drives continuous improvement in products and services

  • Strategies for implementing effective feedback mechanisms.

1:00PM - 2:00PM

Lunch Break

2:00PM- 2:30PM

Crafting Natural and Engaging Dialogues

  • Strategies for creating natural and conversational dialogues

  • Tips for maintaining clarity and simplicity in chatbot language

  • Exploration of tools and frameworks for designing engaging chatbot conversations.

2:40PM - 3:00PM

Multimodal Design: Moving Beyond Just Text

  • Overview of incorporating images, emojis, and other multimedia elements

  • Strategies for designing effective voice-based interactions

  • Case studies demonstrating successful multimodal chatbot designs.

3:10PM- 3:30PM

TBD

3:40PM - 4:00PM

Coffee Break

4:00PM- 4:30PM

TBD

4:40PM - 5:00PM

TBD

5:00PM

Networking Cocktail Reception

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