Are you ready?
We’re gearing up for Enterprise Connect Orlando! Our team is packing their bags and hopping on a plane to meet you at EC next week.
Here’s what to expect.
Palm trees and sunshine, first of all.
You’ll walk into the Gaylord Palms Resort in sunny Orlando to find an expo hall packed with 200 exhibitors. From there, you can jump in on one of the 60 breakout sessions led by industry experts. Choose the topics that matter to you and get actionable takeaways to bring back to the office.
You’re Failing Your Agents (But It’s Not Your Fault)
Redefining Agent Performance to Supercharge Your Customer Service Experience
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But wait… there’s more.
In between the sessions and hopping from booth to booth to see what vendors have in-store, you’ll get to relax and unwind a little, too. Grab some grub at one of the sponsored breakfasts or lunches and get drinks at an after-hours networking event. Even better, get out of your seats and re-energize with active events, like a video yoga session and a 5K run (or walk, we don’t judge).
What topics are hot, and what the industry’s saying.
In 2019, trending topics are all about collaboration, customer engagement, advancements in technology, and better data.
Here are some of the sessions our friends and analysts are excited to host next week.
EC mapped out several conference tracks and topics to follow along with when you attend. And we found a few of our own. With these topics come dozens of breakout sessions, fireside chats, and panels.
Here are (some of) the topics we’re digging in on next week:
We can’t wait for sessions on better team and all-company collaboration, like Chris Marron’s session Breaking Down Enterprise Barriers to Improve Customer Experience. Marron, an MZA Analyst, will talk about sharing better insights and analytics company-wide to improve the customer experience. And, Art Schoeller (VP and Principal Analyst, Forrester Research) will lead the session, Benchmarking Enterprise Collaboration Success, discussing how to track and measure team collaboration.
Advanced technology: what’s new with the cloud and bots.
Sheila McGee-Smith (President and Principal Analyst, McGee-Smith Analytics) will lead an industry tell-all about how contact centers are turning to advanced technologies to close the gap between customer expectations and flawed customer experiences. See it here: Market Report: How Customer Engagement is Driving the Enterprise. We’re also ready to take notes on the session led by Dan Miller (Lead Analyst & Founder, Opus Research), New Performance Metrics for Intelligent Assistants and Bots. Miller will talk on how to create new metrics and shift what you measure as bots and automation come to the forefront of contact center strategies.
The people focus.
Okay, we’re giddy about a lot of the sessions and events happening next week, but this is where our heart really lies, with contact center agents.
Ken Landoline (Principal Analyst, Ovum) is heading up a session on the evolution of the contact center agent. He’s presenting a futuristic take on what role live agents will play in the contact center in the next five years. We’re so excited to see how The Evolution of the Live Agent in Customer Engagement session plays out. Not only that, but Alex Limi of Highfive is talking on the humanity of customer service. His session, The Human Factor: Why Your Unified Communications Solutions Are Anything But Unifying will dig in on how an obsession with tech is getting in the way of solving real problems.
Here’s what our team is excited about.
For starters, we’re pretty pumped about our booth setup and the friendly Sharpenites traveling across the country to talk about our agent-first product. Come see for yourself. Find Sharpen at booth #1401.
Check out what our conference goers are saying.
“Being a marketer, of course I’m fired up to tell the world more about the work we’ve been doing to improve the agent experience and make communicating with customer service better. But I’m also stoked to get connected with old friends and colleagues, hearing what the titans in contact centers are talking about, and enjoying an outdoor table at one of my favorite spots: the Corona Cigar Bar.” – Murph Krajewski, VP of Marketing
“I’m excited to show off pieces of our newest product, network with new people, and meet with industry professionals we’ve only ever been able to connect with virtually. Nothing can replace a human connection, and there’s something really exciting about that face-to-face interaction.” – Adam Settle, VP of SharpenU
Plus, there are two speaking sessions we’re particularly excited about.
Our COO, Pam Hynes, will be in the breakout session Cloud Contact Center After the Sale: The Good, the Bad, the Reality. Catch her as a panelist talking about what happens after a customer implements a product. This panel will run through the positive experiences, negatives, concerns, costs, and best practices that come with onboarding new customers.
Pam’s panel will be held at 8 – 8:45 a.m. on Wednesday, March 20. Learn more about it.
Later on Wednesday, conference goers can head to our client speaking session, Tactics to Save $1M With Employee-Fueled Customer Experience. Steve Ducey, chief experience officer of Vibrant Credit Union will discuss how his team saved ~$1M in FTE costs (without any loss in headcount), doubled branch locations, and reduced wait times by 90 percent with Sharpen.
Listen in as Steve dishes on the tactics he used to save at 3 – 3:45 p.m. on Wednesday in Sun C. Learn more about the session here.
What to do when you leave the expo hall.
Now that you’ve gotten a look at the agenda, let’s talk about one of our favorite parts of these events. Connecting with each other. And, some of the most meaningful connections happen after expo hours.
Want to set up meetings with other industry professionals, grab drinks with clients or coworkers, or catch a team dinner? Here are some spots to check out.
Corona Cigar Bar. This spot is our VP of Marketing’s go-to hangout any time he visits Orlando. He escapes the bleak Midwest during the pinnacle of the winter/spring crossover and heads to an outdoor patio spot at Corona. He’s grabbing drinks and catching up with old coworkers and friends next week. Plus, cigars.
Park Social. A funky, retro cocktail lounge with a 60s vibe. It’s a conversation starter, for sure. Snag a seat on one of the cushy couches and enjoy some tunes. Plus, we’ve heard they make a decent cocktail.
The Moor. Orlando might not be a coastal city, but you can still eat on a sailboat if you’d like. As an added bonus, you don’t even have to leave your hotel. The MOOR, a sailboat replica restaurant, floats on a lagoon inside the Gaylord Palms and features locally-inspired dishes.
Express Café. Catch an early-morning bite and a cup of coffee at this local coffee and espresso bar. The food is hearty, the coffee is energizing, and the baristas are fantastic at latte art.
Okay, now we’re done with our rundown. We have to get back to packing. See you at EC on March 18-21!
Get a sneak peek of Steve Ducey’s speaking session about how Vibrant Credit Union partnered with Sharpen.