Digital T - Post Show

POST-SHOW I S S U E

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Digital T Issue 9 - March 2022

Welcome to the

March 2022 Edition of Digital T! This e-magazine is packed with vital tips, news, and the latest developments for customer experience, IT, and call center professionals. We aim for Digital T to serve as a newsletter to help inform industry leaders the happenings and up-and-coming trends that have been transforming customer contact, customer service, and digital solutions across multiple industries and markets.

Digital T is the official magazine of The Call & Contact Center Expo, taking time and place March 16th & 17th at the Las Vegas Convention Center.

Check out this month’s articles and stay ahead of the digital curve!

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sponsor shoutout

Digital T Issue 9 - March 2022

We want to give a big SHOUT OUT to our sponsors for our show! Without them the show would not have been as successful as it was!

If you are interested in Sponsoring our show please reach out to dalton.howel@fortem-international.com for more information!

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thank you to our exhibitors

Digital T Issue 9 - March 2022

We want to give a big THANK YOU to our Exhibitors! They are the bread & butter of our show.

We had some of the best US leading suppliers all under one roof, and our attendees took advantage of countless free consultations, demonstrations & presentations from some of the most advanced CX solutions on the market. Our Exhibitors revolutionized business communication methods and will give your brand the cutting edge customer support and service your competitors wish they had!

Here are a few of our Exhibitors that stood out above the rest, but that does not take away from our other Exhibitors’ GREATNESS!

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thank you exhibitors!

MID Kingz Solutions specializes in serving both high and low-risk business types. They are diverse in technology-enabled credit card processing services, with expertise and experience in meeting the unique needs of all types of businesses.

Confie BPO has helped complex organizations enhance efficiency, improve customer relationships and reduce costs, they are well equipped to do the same for your enterprise.

Cloud Tech Gurus is a group of highly experienced customer engagement and technology gurus. They assist companies in sourcing and procuring next-gen and disruptive technology solutions, at no cost, to give them a competitive edge in business operations and customer engagement.

Digital T Issue 9 - March 2022

SingleComm captures the magic and the possibilities for your customers with the industry’s leading all-in-one platform.

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Digital T Issue 9 - March 2022

First Orion creates forwardthinking solutions that deliver confidence in mobile communications. They also give companies complete branding control of their calls – with names, logos, and reason for calling.

Hiya is trusted by businesses, carriers, and consumers to provide secure, engaging connections and stop unwanted calls. Built on the world’s leading Voice Performance Platform, Hiya protects more than 200M users from spam calls and delivers identity and intelligence solutions to businesses worldwide.

Lemon Learning accelerates software adoption thanks to interactive walkthroughs.

Like GPS navigation for digital tools, Lemon Learning is integrated directly into your SaaS applications to simplify software training and support.

thank you exhibitors!

Fonolo eliminates hold time and improves the way contact centers interact with their customers. Fonolo’s Voice Call-Backs solution offers the option to “press 1 to get a callback from the next agent”, while Visual IVR provides click-to-call-back capabilities on web and mobile.

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networking area

Digital T Issue 9 - March 2022

In addition to the incredible range of products, tools, information, and solutions on show, the Call and Contact Center Expo USA provided unparalleled networking opportunities for ambitious CX professionals, including owners & investors looking to advance their professional network.

The show floor was full of experts and specialists operating across every facet of telecommunications, customer experience, and many other cloud and IT-related industries.

The Networking Area offers industry leaders the chance to engage with, and learn from, like-minded professionals from across the globe, enabling them to develop their industry knowledge, pass on their own insights and experiences, and cultivate invaluable new business contacts that can take your customer engagement to the next level.

Attend next year to take part in the conversation!

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technology trail.

Digital T Issue 9 - March 2022

You heard about all the new and innovative technology, and if you attended the show you had a chance to see it in person! These Exhibitors brought in the latest services and solutions to elevate customer engagement and contact. They brought the future of call center and business interactions to the forefront and also showcased the latest Ai platforms, cloud structures, real-time analysis, and more will revolutionize the customer experience.

If you didn’t stop by to see these top suppliers to get an in-person demonstration of the latest advanced CX solutions on the market, you really missed out! But don’t worry, we will have more for you next year!

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Digital T Issue 9 - March 2022

Attending our show means that you had access to some amazing Masterclasses, Keynote Speakers, and our Award Show!

If you didn’t attend the show we have made it possible for you to join in on all the fun at our show!

Read the next couple pages to see all the fun you missed out on!

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Digital T Issue 9 - March 2022

masterclass

Broadvoice is the cloud communications company that helps businesses create better employee and customer experiences with integrated contact center solutions and a robust collaboration suite that delivers voice, video, chat, and SMS in one seamless, feature-rich, secure platform.

When you attended the Call & Contact Center Expo you had the chance to join us for an informative session on the changing landscape for BPOs in a post-covid era. In the session, Broadvoice shared findings from a comprehensive four-month international study that revealed the trends and challenges BPOs face today and what the road ahead looks like for a changing workforce.

The study provided insights on the latest technologies, employee expectations, and how BPOs can transform their contact center operations to meet the demands of dynamic customer journeys.

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Digital T Issue 9 - March 2022

masterclass Fin’s masterclass series covered how best-in-class companies use data and insights to identify opportunities, drive improvements, and demonstrate ROI for average outcomes of 25% reduction in handle time, 16% increase in agent utilization, and more. If you attended the class you left the seminar prepared with a toolkit of best practices around agent coaching, contact center technology, and policies and procedures that drive measurably better results.

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awards, finalists, & winners.

Digital T Issue 9 - March 2022

With three awards available, our panel of distinguished judges decided which exhibitors would walk away with these prestigious awards after each finalist showcased their product or service with proven effectiveness the winners were selected and announced during our After Show Party on Day 1.

Here were our finalists and our winners!

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Digital T Issue 9 - March 2022

Security Solution of the Year runner ups:

Cyber Protection

PCIPal

This award credits the importance of compliance and trust within customer contact, support, and experience to protect customer and internal information. It is open for providers of secure payments, data security, and storage solutions in addition to other numerous security vmethods and tools.

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Digital T Issue 9 - March 2022

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

runner ups:

SingleComm

Ring Central Inc. 14

Digital T Issue 9 - March 2022

Best Communications Provider A celebration of the potential that unified communication solutions can have on improving business innovation, profitability, collaboration and customer experience.

runner ups:

Broadvoice

Ozonetel 15

Digital T Issue 9 - March 2022

Fueling great customer service through agile, modern contact center solutions and Chrome OS 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.

KEY

Next-generation voice solutions including conversational voice banking are highly valuable to the customer experience today and will play an indispensable role in the world of widespread conversational engagement now being shaped

Join us to discover how Zoom can help bring together the best of internal and external communication and collaboration, and enable businesses to interact with end customers across the customer journey,

from acquisition to support.

Ken Arakelian

Senior Vice President & Chief Product Officer ENACOMM

Partner Development Manager Google Chrome Enterprises

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Reimagining the Customer Experience with Zoom

by Silicon Valley’s tech giants.

Matthew Clare

NOTE SPEAKERS

The Magic of Conersational Banking

Cheryl Li

Lead Product Manager Zoom

The Power of Partnerships Learn how working together and leveraging the strengths and capabilities of members of your ecosystem can benefit everyone— businesses, employees

and customers alike.

Analisa Dominic Michael Puccinelli Founder & CEO SingleComm

Michael Loeb

Founder & CEO Loeb NYC

The Magic of Customer Engagement: How to Delight and Surprise Every Time Featuring nationally renowned magician Ryan Oakes Attendees will learn techniques for

turning negative interactions into magic moments, the formula for delighting and surprising customers, and how to set up customer service to not just win customers but wow them.

Brian Solis

Global Innovation Evangelist Salesforce Reimagining the Customer’s Experience: The Future of CX is Owned by the Customer and Needs a New, PostPandemic Operating System This seminar will reveal how their behaviors, mindsets, values, and expectations for engagement changed in the last year and how they continue to change. And how to organize around the customer, technology trends, and also the role you play in transformation.

CMO & VP of Marketing Opengear Home Grown Machine Learning

We will discuss how to build a machine learning program within an organization with a focus on cyber security..

Brennan Lodge

Head of Data Science Goldman Sachs

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Digital T Issue 9 - March 2022

Service is the New Storefront Reprogramming the Cyber Kobayashi Maru This talk describes how an inhouse research team can help identify and address different areas of concentrated risk

from core cryptography to device security.

Vaibhav Garg

Sr. Director of Cybersecurity Research & Public Policy Comcast Cable The Rising Agent Migration - How to address elevated expectations and make 2022 the best year yet Learn how agent needs are changing, how more human approach and smart technology can help create

high performing agents. Best

practices from this session will make your agents successful, satisfy your customers and achieve your business ambitions.

Josh Varela

Enterprise Director Contact Center Ring Central

Ally to Action: Unlocking Innovation through Diversity and Inclusion Join this session as Jiquanda covers ways to use

Diversity and Inclusion as a differentiator for employees, leaders, and those we serve.

Jiquanda Nelson

CEO | Diversity, Equity and Inclusion Chair Diversity Window | PACE

The most genuine sources of revenue and boosts in brand loyalty are created through radically personalized customer service.

Utilize these simple strategies to improve your customers’ love for your business while also producing

concrete revenue gains

from your contact center.

Christian Eberle

Senior CX Consultant Gladly

Planning for Successful Customer Engagement Solution with Zoom A premium customer experience starts with a solution that helps you meet and engage customers in all the ways. Join us as we walk through key considerations in the planning

phase to ensure a successful deployment with Zoom.

Josh Stanley

Zoom Phone Platform

Strategy

- Zoom

Bridging the Knowledge Gap

KEY 2/2

NOTE SPEAKERS PANEL SESSION

Authors - Swipe to Unlock

Neel Mehta The next leap in contact center evolution is to engage users through Intelligent Virtual Assistants that go beyond call routing and transfer-to-agent.

This talk focuses on bridging

that knowledge gap using Knowledge Graphs and Conversational AI.

Product Manager - Google

Parth Detroja

Product Manager - Facebook

Aditya Agashe

Business Strategy for Product Builders: Market Entry Strategies & Predictions As Product Builders, we have an innate desire to build great products. But you must be able to take a step back and

evaluate when and how to best enter a market.

Product Manager - Microsoft

Raj Tumuluri

CEO Openstream.ai

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Digital T Issue 9 - March 2022

webinar

Getting back to CX basics in 2022 with Dennis Wakabayashi In this webinar Dennis Wakabayashi will share the fundamentals of Customer Experience strategy supported by a basic framework to ensure that your content is relevant to any audience. Viewers will learn the strategy of Reputation, Reach and Relationships as a winning CX strategy and walk away knowing how to avoid Cancel Culture in 2022.

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webinar

Digital T Issue 9 - March 2022

How A Remarkable Customer Experience Can Be Your Best Sales and Marketing Strategy How can companies stand out in a crowded marketplace that is constantly evolving? More marketing isn’t always the answer. In fact, a better bet is getting our existing customers to talk about us to colleagues and on social media.

In this fun and engaging session, customer experience speaker and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied. You’ll learn how to: 1) identify the types of experiences people share most often and why; 2) apply an easy, 5-step framework for creating remarkable, shareable experiences; and 3) leverage examples from other companies across industries that have been successful with these simple, practical, and inexpensive ideas. Your business CAN compete on customer experience. When you create a remarkable experience for your customers, they become your best marketers and salespeople. The result is more customers, who stay longer, spend more, and recommend your company to others.

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event event feature feature recap recap

Digital T Issue 9 - March 2022

As an appreciation to our attendees, when they registered to attend The Call & Contact Center Expo they received exclusive discounts to visit some of Las Vegas’ most popular shows & attractions. Even After The Expo Ended! We partnered with FlyOver Las Vegas and Indigo Events to provide our attendees with these exclusive discounts Alongside these amazing discounts, our Exhibitors offered some amazing giveaway opportunities some of which included Branded Gifts, Apple Products, and Name Brand Sneakers. If you didn’t check out these amazing companies that were in attendance at The Call & Contact Center Expo then you really missed out!

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tes•ti•mo•ni•als

Digital T Issue 9 - March 2022

“I’ve taken part in a few of the Call & Contact Center Expo UK events ovter the years, so I came to this first UK event somewhat knowing what to expect. In general, I was really impressed with the event. It was a nicely filled showfloor and seemed very well attended given it was so many people’s first event in the postlockdown pandemic world. The only thing I don’t love it that speaking sessions, including breakouts, all happen on the busy showfloor surrounded by booths and the noise of people/traffic. I’ve already made the case for Google to attend and exhibit next year, but would love to see Keynotes, specifically, given a quieter, more focused area for speakers and attendees. All in all, great show though, and we’ll be back!” - Matthew Clare - Keynote Speaker from Google Chrome

“The conference has been an amazing way for me to meet people in the Call & Contact Center industry. As someone new to the industry, it’s been a great way to meet key players in the space.” - Ravin Shah, CEO of Hellohire.

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Are you interested in exhibiting at our next show?

Please reach out to our show manager dalton.howell@fortem-international.com for more information.