Contact Center Solutions Featured Article

Interactive Intelligence Symposium Highlights Customer Experience Hot Trends

September 19, 2013

All of us in the contact center solutions community have a thirst for knowledge. After all, the pace of change in our industry is accelerating, and contact centers more and more are taking center stage in enterprises of all sizes around the world as key to the delivery of compelling customer experiences. 

In fact, it is not an understatement to say that contact centers are the front door to your supply chain. The information gleaned from customer interactions, along with the ability to enrich those interactions with multi-channel information and intra-enterprise intelligence, coupled with the ability to bring in the right people at the right time to resolve customer issues, is the reason why the rate of contact center transformation is so profound and is picking up momentum.

In recognition of the speed at which contact centers are transforming— in terms of technology and  their importance in creating and sustaining competitive advantage— having insights from industry experts to understand trends and best practices has never been more vital. 

It is more this reason that the announcement of a new global conference, CX Hot Trends Symposium: Shaping the Customer Experience, by contact center solutions community host Interactive Intelligence Group Inc., in conjunction with TMC, commands attention. 

Image via Shutterstock

Indianapolis is the place to be in June

 The symposium, to be held June 2-4, 2014, in Indianapolis, Ind., will be collocated with INTERACTIONS 2014, Interactive Intelligence’s annual global customer and partner event. It will address the nine hottest trends shaping the customer experience (CX):

  • Cloud-based communications
  • Data analytics and new-model KPIs
  • Innovative self-service
  • Mobile customer service
  • Multichannel communications
  • Proactive customer care
  • Social customer service
  • Video-based customer service
  • WebRTC

The objective is to help enterprise and contact center professionals responsible for customer service more effectively use the latest technologies to deliver world-class customer experiences.

General session keynotes will be delivered by Aron Ralston, whose autobiography, “Between a Rock and a Hard Place,” was the subject of the film “127 Hours”; Jay Baer, social media expert and New York Times best-selling author of the book “YOUTILITY: Why Smart Marketing is About Help Not Hype”; and Dr. Donald E. Brown, Interactive Intelligence founder and CEO.

In addition, internationally recognized customer experience subject matter experts will be providing educational session. Speakers for these include thought leaders from: Convince & Convert, Forrester Research, Frost & Sullivan, Gartner, IDC, McGee-Smith Analytics, Ovum, Saddletree Research, and WebRTC Strategies.

Interactive Intelligence CEO Dr. Don Brown  stated, “Companies can gain tremendous value by enhancing the experience of their customers…We’ve learned a lot about this subject over nearly twenty years of deploying our solutions for 5,000-plus customers worldwide. Our goal for this symposium is that it will be a catalyst for defining the topics that can dramatically improve service levels, while providing practical, actionable information by principal experts to help attendees turn customer service into a competitive weapon.”

“Our production and promotion of the CX Hot Trends Symposium is a natural extension of TMC’s CUSTOMER magazine, which has helped enterprises and outsourced teleservices agencies provide award-winning customer service since 1982 by giving them expert analysis of market trends and technology developments,” said TMC CEO Rich Tehrani. “The CX Hot Trends Symposium is a unique opportunity to discuss and debate face-to-face the future of customer service based on expert insight into both the latest technologies and social change.”

Knowledge is power. To echo Rich Tehrani, this truly is a unique opportunity to obtain a depth of understanding as technology and customer requirements rapidly transform how and why contact centers have quickly gone from being enterprise complaint resolution entities to priority places for providing customers experiences that engender loyalty, burnish the brand and help create sustainable differentiated value and profits. I hope to see you in Indianapolis in June.  

For more information about CX Hot Trends Symposium including early bird discounts visit

Edited by Alisen Downey