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Gone Virtual: Recap of the CETX Conference


Brian LaRoche

September 01, 2020

Social-CETX speakers
Social-CETX speakers

After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date. While it may not have been our typical, in-person experience filled with cocktail hours and outdoor activities, there was no shortage of entertainment and powerful and engaging insight from the customer experience (CX) and contact center industry’s most influential leaders, and hands-on practitioners.

The great online kick-off

The two-day event – hosted by bestselling author and customer service and experience expert, Shep Hyken – featured dynamic keynote presentations from four of renowned CX experts. We also presented over 20 breakout sessions under five innovative and timely themes: insight to action, transformational CX, collections in current times, work from home, and the new contact center agility.

Being behind the screen didn’t stop the CallMiner team from incorporating trademark activities and features. Downtime encouraged participants to check out virtual trivia, live artificial intelligence (AI) and analyst think tanks, an exhibit hall staffed by lively sponsors, a scavenger hunt and more — all from the comfort of home.

Following some card trick magic and opening remarks from Shep, day one saw two eye-opening keynote presentations by Denise Lee Yohn, an expert on brand leadership and bestselling author on fusing CX with EX to drive growth, as well as a presentation from our own CTO and Founder Jeff Gallino on the evolving role of engagement transformations driven by platforms, ecosystems, and integrations. Later on, breakout sessions led by customers, Avadyne HealthGant Travel, and more offered some powerful case studies including an analysis from Direct Dialog’s Marvie Wright on how speech analytics helped their virtual workforce yield 10% more revenue.

The show goes on

On day two, our audience experienced enlightening external keynotes from Don Peppers, one of the word’s leaders on CX and customer trust, on how to make more scientific decisions with customer data. Keynote veteran, bestselling author and a leading authority on customer service Micah Solomon also took the virtual stage to discuss the power of sustaining customer connections. Highlights from the breakout sessions covered studies on improving customer journeys, agent performance and outcomes with VOE and speech analytics from Gant TravelDouble Positive, and The Unlimited as well as an expert panel led by our own AI expert, Rick Britt, on how to transform AI data into action.

CETX 2020: It was a cyber success

Overall, despite the unexpected challenges in adapting our event online, CETX 2020 was nothing short of phenomenal, filled with perceptive CX advice, AI and data insights, fun, and a little bit of magic. However, an event like this doesn’t happen without the contributions of our wonderful team.

We also want to send and a big thank you to all our great sponsors: SitelAspectIntradiem, and CRMXchange, our fantastic host, keynotes, and panelists for making this event the success it was!

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