Public
Chatbots are essential tools for managing volume at scale, but it can be easy to get in over your head and set too lofty goals, pick the wrong bot, or build a bot that’s too difficult to maintain (“bot rot”). Learn how to audit your customer intents, prioritize which automations to build first, and what to measure and optimize to drive the biggest increases in customer satisfaction and care team efficiency.
Live Q+A:
Wednesday, October 14, 2020 at 12:00 PM - 12:30 PM CT
Moderator:
Melissa Inman, Khoros, Senior Strategist
Speakers:
Tara Mueller, Midco, Web Applications Manager
Philippe Mesritz, Khoros, VP, Customers for Life
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Don’t let your carefully crafted brand be damaged by one rogue post. Social media governance may sound like something only for your InfoSec team, but it also has one major benefit for social marketers: brand quality control. In this session, learn how brands are keeping pace at the speed of social — safely.
Live Q+A:
Wednesday, October 14, 2020 at 2:00 PM - 2:30 PM CT
Moderator:
Paige Raiczyk, Khoros, Strategist, Strategic Services
Speakers:
Jacqueline Simard Ireton, Eli Lilly and Company, Digital Intelligence Operations Lead, U.S. Consumer Experience
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Discover the key components that make up a successful customer retention plan in your online brand community. Know the metrics to monitor and measure to make your customers your community superusers. This is for anyone who wants to create customers for life by turning website visitors into brand advocates. We can’t wait to show you how a community can drastically change your customer experience.
Live Q+A:
Wednesday, October 14, 2020 at 2:00 PM - 2:30 PM CT
Moderator:
Kelly Stocker, Khoros, Community Strategist
Speakers:
Scott Dennis, Instructure, Senior Director, Community Engagement
Jennifer Finefrock, Ring, Community Manager
Mary Taylor, Intel Corporation, Support Community Manager
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Customer-to-business messaging continues to grow with Google’s Business Messages, Apple Business Chat, WhatsApp, Facebook, and WeChat. Do you want to reach your customers on mobile devices, but worried about the business impact of adding another channel? Learn the benefits and features of these new channels -- like call deflection -- and how to responsibly add them to your channel mix.
Live Q+A:
Wednesday, October 14, 2020 at 2:00 PM - 2:30 PM CT
Moderator:
Allison Fasching, Khoros, Customer Experience Consultant
Speakers:
Katrina Schlicht, T-Mobile, AI Product Owner, Digital AI Strategy
Shankar Venkataraman, Facebook, Product Marketing Manager, Business Messaging - Messenger
Guest Speaker, Kate Leggett, Forrester
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