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For decades, organizations have fixated on achieving high Net Promoter Scores (NPS) but had little detail into the “why” behind the score—either good or bad. In today’s experience economy, understanding what makes or breaks customer and employee loyalty is vital to business success. And organizations are taking note: more than 80% of CX leaders believe the ability to measure satisfaction across the entire journey is critical to their business strategy. Providing insights only into the end of the journey, NPS no longer meets the needs it once sought to serve.

Join Dr. Peter Graf, Chief Strategy and Operations Officer at Genesys as he discusses:

1. Why NPS and similar measurement methods are broken, including the unnecessary blind spots these tools create
2. Real world scenarios of how a more robust, people-centric methodology, based on what customers and employees value most, is driving better experiences 
3. How an empathetic approach to experiences will help limit employee turnover, increase customer loyalty, and ultimately become a business differentiator   

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As return-to-office mandates continue, many organizations struggle with making the in-office experience worthwhile for their teams. People no longer need the office for individual work but instead want to use office time for collaboration, brainstorming, and connection with colleagues. Unfortunately, most offices cannot support these needs because they are designed for how we used to work.

In this keynote, you will step into the future of work, where AI is the heartbeat of innovation, connection, productivity, and collaboration. With AI at the core of workspace design and technology features, we can transform the office experience to support the needs of hybrid workers everywhere.

Aruna Ravichandran, SVP and Chief Marketing & Customer Officer for Webex by Cisco, will highlight how Cisco is using AI to set new standards in hybrid work and workspaces—showing not what could be but providing a roadmap to what will be.

Don’t miss this inspiring and insightful keynote. The future awaits!
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In this compelling keynote, father and daughter team Jesse and Reesë will take the audience on a journey from the shadowy realms of black hat hacking to the forefront of data compliance. Drawing from Jesse’s past as a notorious hacker and Reesë’s groundbreaking work in data compliance, you will be given a firsthand perspective into the minds that have shaped the data compliance industry. If that’s not enough, this will be the first time Jesse Tuttle, aka Hackah Jak from the group Hackweiser, will start to share his story. Check out their bios for more on their impressive credentials.
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AI adoption has more than doubled since 2017 and its evolution leaped forward in 2023 with advances in large language models.  These advancements holds the potential to unlock trillions of dollars in economic value over the next decade.  But, implementing AI for business has unique requirements – it needs to be open, properly governed, designed for the enterprise and most importantly, create value.  Join Paul’s keynote session to explore the age of AI, including:

• Developing a foundational data fabric architecture to support LLMs,
• Delivering a competitive business advantage through strategic use cases, and
• Deploying governed AI with responsibility.

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This panel, hosted by Telarus CRO Dan Foster, features AI technology experts across cloud, contact center, cyber security, IOT, and MSP markets. Discussion will cover AI marketplace trends and how partners can monetize opportunities and businesses can enjoy new efficiencies by leveraging AI.  Topics include, among others:

• New feature sets like AI-powered conversation capture to help drive revenue for CCaaS customers.
• How AI is helping organizations augment their workforce productivity rather than replacing them.
• How AIOT (Artificial Intelligence of Things) advancements are helping to make our world safer and healthier.
• Can AI be the secret weapon in combating evolving cyber threats
• Embracing the reality of AI to drive explorative conversations and uncover opportunities within the IT framework that break down existing silos.

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