There are no mulligans in customer experience. In fact, the 2017 Aspect Consumer Index reported 54% of consumers have stopped doing business with a company because of bad customer service. 

"Swing" by this event for discussion and inspiration on ways to use self-service, analytics and more to enhance your customer and agent experiences.

TopGolf - The Colony, TX
3760 Blair Oaks Drive The Colony, TX 75056

Register to join us on November 8th for a day of learning, lunch and TopGolf.

8:30 – 9:15 – Registration, Networking, & Demo Stations
9:20 - 9:30  – Welcome & Agenda overview
9:30 - 10:15 – Virtual Agents in the Text Channel, Dr. Lisa Michaud, Director of Natural Language Processing, Aspect
10:15 – 10:30  – Break and Demo Stations
10:30– 11:15 – Customer Panel — featuring Flagship Credit Acceptance, ACE Cash Express, Hilton Reservations Worldwide. Submit your questions in the registration form. 
11:15 – 11:30  – Break and Demo Stations
11:30 – 12:15 – Improving CX and Agent Performance with AI-Fueled Speech Analytics, Jeff Stroum, Director of Channel Sales and Development, CallMiner and Allison Corley, AQM Team Lead, Mercedes-Benz Financial Services
12:15 - 1:30/2:00  – Networking, Lunch and TopGolf


Sessions:

Virtual Agents in the Text Channel (Linguistics AI and Aspect CXP)
Dr. Lisa Michaud, Director of Natural Language Processing, Aspect

Customers’ expectations of availability and choice for customer service channels have created an undeniable need for enterprise presence in the text channel. This session will cover:

Improving CX and Agent Performance with AI-Fueled Speech Analytics
Jeff Stroum, Director of Channel Sales and Development, CallMiner
Allison Corley, AQM Team Lead, Mercedes-Benz Financial Services

Customers’ expectations of availability and choice for customer service channels have created an undeniable need for enterprise presence in the text channel. This session will cover:

Customer Panel: 

Submit your questions for our customer panelists discussion featuring Flagship Credit Acceptance, ACE Cash Express, Hilton Reservations Worldwide. They will address topics on how to successfully implement technology that will support the workforce and customer experience.

Submit your questions in the registration form or email them to makaylie.shear@aspect.com.

Speakers:

  Dr. Lisa Michaud is the Director of Natural Language Processing (NLP) at Aspect. She has been centrally involved in the integration of NLP components into Aspect’s product suite for customer engagement and the architecting of our Interactive Text Response (chatbot) technology. She has more than 20 years of research experience in the field of NLP / Computational Linguistics, holds a PhD in Computer Science, and has been published in multiple international journals, workshops, and conferences in the fields of user-adaptive interaction and NLP.
     
  Jeff Stroum is Director of Channel Sales and Development at CallMiner where he enables partners with industry-leading voice of the customer analytics. He has also provided analytics and contact center leadership at organizations including Genesys, Plaza Associates and Allegiance Telecom.
     
  Allison Corley supervises the AQM and CallMiner applications for MBFS. She has seven years of experience in the automotive finance industry, and uses that proficiency to develop a better experience for Mercedes-Benz Financial Services customers through quality monitoring and speech analytics.

 

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