The call center industry is a very dynamic market. Many trends and changes happen every year that can change the game. If you want to keep competitive and ensure that your customers are getting the best customer experience, you need to stay on top of things.
There are many disruptive technologies and paradigm shifts. If you miss out on them, your center could fall behind in providing the customer experience. When that happens, your main business or that of your clients may take a hit.
We’ll look at the most important conferences in the industry. They are great places to feel the pulse of the market and you can check out all the new trends and buzzwords that will make an impact in your daily operations.
It’s also a great place to network and connect with other professionals and gather even more valuable insights, like strategic alliances.
Future of the Contact Center | February 13, 2020, London, UK
Coming in February, the Future of the Contact Center conference is now in its 5th year. The conference discusses the tools, strategies, and techniques on how to deliver successful contact center strategies in this brave new technology-driven, customer-centric world.
Its goal is to arm its delegates with the information and knowledge they need so their organizations can deliver successful contact center strategies.
This is a great conference to get a feel for the ropes and is great for those still looking to get a handle on their processes and how to deal with their customers and callers.
Customer Contact Week (CCW) Asia | March 2-5, 2020, Singapore
Customer Contact Week is the biggest contact center event in the world. The Asian chapter this year features over 80 regional customer experience experts and leaders from the vibrant Asian contact center scene, which is the most important part of the market as the vast majority of European and American businesses outsource their customer service needs to the centers in this region.
There will be many contact center leaders in attendance sharing many innovative strategies for how to deliver an exceptional customer experience across all touchpoints. You’ll meet speakers and experts from big industry names like Microsoft, Hewlett Packard, AIG, Telstra, Expedia, Shopee, Standard Chartered Bank, LINE, Globe Telecoms, and more.
It’s one of the most important conferences in the industry. If you had to attend only one, this would be it.
International Convention Fair for Innovative Customer Dialogue | March 3-5, 2020, Berlin
It’s going up against CCW, but if you are focused on the European market and interested in topics such as innovation, digitalization, artificial intelligence, contact center management, or customer dialogue and communication, this conference might be the better choice.
On the agenda are the three factors that drive excellent customer experiences, including how customers have re-experienced retail in today’s world and how to achieve excellent customer service.
Call and Contact Center Expo | March 18-19, 2020, London, UK
This is Europe’s leading Contact Center show and focuses on customer engagement. It is a huge event and you will have the opportunity to network with over 15,000 delegates and over 500 leading suppliers and leaders from the biggest brands. It’s a two-day affair with the latest and most effective technologies, strategies, advancements, and tools which can drive your organization forward. If you are looking to expand your operations, this is a great place to find people who can help you do that.
ICMI Contact Center Expo | May 11-14, 2020, Florida, USA
The ICMI expo is one of the highest-rated and most trusted Contact Center events in the industry. It’s one of the best ones for a North American-based center. You’ll be able to hear from a lot of the biggest players in the customer service industry like Disney, Hulu, AT&T, and others.
The ICMI has a reputation for vetting their speakers and they bring in the best and most knowledgeable experts to the program. You’ll get to learn from actual case studies from leading world-class contact centers, and it’s a great place to learn for delegates from all levels in your organization from agents, supervisors, and managers all the way to the director level.
Customer Contact Week (CCW) | June 22-26, 2020, Las Vegas, USA
If you missed the Asian forum or are more focused in North America, this is the mainline event for you. It’s the same organization putting together the biggest event for the industry, this time focused on the American market. This event will have four dynamic tracks that focus on the key aspects of end-to-end customer experience: Operations, People, CX & Design, and Customer Technology.
You’ll get to meet top industry leaders from major players in the industry like Verizon, ESPN, Mastercard, TGIF, 7-Eleven, Dow Jones and Udemy. The format will be in small group discussions where you can maximize your knowledge and experience in an intimate setting.
Seamless Philippines | September 30-October 1, 2020, Manila, Philippines
This is a huge trade show featuring the latest technologies in digital payments, banking, e-commerce, and retail. These are the very technologies you have today and will be seeing in the next decade powering transactions in the digital age. It’s a major part of most contact center inquiries, as many of the most common concerns of customers is with payments and transactions. It brings together the entire commerce ecosystem, and you can enjoy more than 150 exhibitors and 200 speakers who will share with you big ideas and top industry trends and technologies.
While many of the speakers and discussions will center around the retailing and banking portion of the business, all of that deals with contact centers and the customer experience, and you’ll get to network with the companies that service a huge portion of North American and European countries.
Customer Engagement Technology Conference | November 20, 2020, Dubai, UAE
The CET is a tech-driven conference that emphasizes customer touchpoints and how you can make it easier and more accessible to people. It’s the place to be if you are looking for tech solutions that can make the experience better for customers trying to engage with your company. The focus and topics of the conference relate directly to eCommerce, customer and user experience, and artificial intelligence in the contact center. You can expect a lot of insights on chatbots, CRM, and Customer analytics.
There are a lot of events to attend, and there probably won’t be enough time to visit them all. But these conferences will have something vital to impart to your organization. Choose wisely and make the most out of the experience, you’ll be able to bring something back to your contact center and it will surely improve the customer experience.