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A Look Back at Call Center Week 2017 in Las Vegas

Steve Kraus

This year, Cogito had the pleasure of sponsoring Call Center Week in Las Vegas, a premier event for customer care and customer experience professionals. To our excitement, Cogito was named runner-up for CRM Provider of the Year, among other leaders such as Salesforce and Microsoft. We want to give a special shout out to our friend, Becky Ploeger (Vice President of Customer Experience, PetSmart), who was an inspiring host and kept the laughter going all night!

We met with leaders from customer-centric organizations such as UnitedHealth Group, Walgreens, and MetLife. Two topics that stood out were reducing operational costs and improving agent retention. Even with some discussions of chatbots and interactive voice response (IVR), it was no surprise that the most popular and important trend was how to leverage innovative technology to enhance customer conversations in the call center, as call volumes continue to grow and those conversations play a crucial role in building brand loyalty and satisfaction.

For instance, Rahul Magan, Senior Vice President and Head of Service for MetLife, presented on the company’s focus on its people and their ongoing initiative to make both customer and employee satisfaction a number one priority. By putting people first, MetLife continues to deliver world-class service.

Additionally, Rex Swords, Vice President of Pharmacy and Retail Operations and Planning at Walgreens, spoke about the company’s growth from a single store in 1913 to the second largest pharmacy store chain in the world. He shared stories about their initiatives to create seamless user experiences for their customers across all channels–whether it be in store, via the mobile app, on the web, or over the phone.

As a provider of AI technology that analyzes live conversations and provides streaming guidance to agents, we were excited to see a focus placed on the potential of voice technology to help agents work more productively and effectively, while also boosting employee engagement and improving customer experience.

We want to thank IQPC, the 2017-2018 Board of Advisors, and all of the speakers for putting together yet another great conference and providing a forum to discuss the latest trends on customer experience, leadership, and building human connections in service! Cogito was honored to be named runner-up for CRM Provider of the Year, and we are excited to partner with CX leaders in customer-focused enterprises to drive more effective conversations with their customers.



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