Forward 2022 | Virtual CX Conference by Forethought.ai

TAKING YOUR CX STRATEGY FORWARD

SESSION SCHEDULE

View all the Forward sessions, regardless of track. Tracks are meant to help you pick the session best suited for the needs of your CX role, but you can watch any session you'd like. All sessions times are displayed in PDT.

8:45 AM

Welcome

Host

More session details will be provided soon.

9:15 AM

The Future of CX is Human-Centered AI

Deon Nicholas, CEO, Forethought

Customer experience is the new competitive battleground. With demand for exceptional customer service at an all-time high, companies must respond by enabling self-service, accelerating response times, scaling agent productivity, and maximizing support ROI. Join Deon Nicholas, CEO of Forethought, along with some special guests to hear how you can transform your customers' experience with human-centered AI.

10:15 AM

Transform Customer Experiences with Human-Centered AI

Ryan Van Wagoner, Head of Marketing, Forethought

What makes Forethought different? Forethought goes beyond traditional chatbots by infusing human-centered AI at each stage of the customer service journey, boosting customer satisfaction and agent efficiency alike. Join us in this session to get an under-the-hood look at how you can resolve common cases instantly, automatically prioritize and route tickets, and assist agents with relevant, AI-powered knowledge—all from one platform.

10:15 AM

This is Actually How to Curtail Agent Attrition

Myra Golden, Myra Golden Seminars

Gen Z is quitting jobs they say are toxic, and they're leaving in droves. One of the top reasons your employees quit is the same reason people leave relationships. They aren't happy. About 30-45% of contact center employees leave annually for voluntary or involuntary reasons. And that number doesn't include what's going on with the Great Resignation. It's time to get a handle on why agents leave and map out a plan for engaging and retaining your top talent. In this 30-minute webinar, you'll: - Uncover why TikTok may be your most significant competition for Gen Z talent, and explore ways to tap into the autonomy social media provides. - Examine survey results of 2,000 contact center employees to learn what they say they need to feel happy and fulfilled in their roles. - Break down the three psychological needs of contact center agents: Autonomy, relatedness, and competence. - Discover why technology is crucial for agent success and fulfillment.

10:15 AM

How Upwork Scaled Their CX Organization (and How You Can Too)

Brandon Savage, VP of CX, Upwork

The last few years have brought unprecedented changes to the world of customer support, including massive upticks in ticket volume, a significant increase in teams operating remotely, and higher customer expectations across the board. In this fireside chat featuring Brandon Savage, VP of Customer Experience & Trust at Upwork, learn how they’ve successfully scaled their CX organization to meet increased demand—plus the challenges they faced, the changes they’ve implemented, and the results they’ve seen along the way.

11:00 AM

Introducing Forethought Discover

Forethought Product Team

More details coming soon.

11:00 AM

Scaling a Legendary Customer Experience

Bryan Richards, Director of BizOps, Taskrabbit

Kincy Clark, Director of Support, Bolt

What’s your strategy for scaling your customer support organization to meet customer demands? In this session, Forethought’s Lindsay Fifeld will be joined by Bryan Richards at Taskrabbit and Kincy Clark from Bolt to discuss how to successfully build a support team that is able to scale within the realm of rapid growth and keep that momentum going.

11:00 AM

Customer Experience: A Revenue Driver, Not A Revenue Drainer

Sabina Pons, Principal, Growth Molecules

When most leaders think of revenue, they think of growing the business by way of acquiring NEW customers. However, what if we told you that the key to a healthy, profitable business actually is primed by the retention and growth of EXISTING customers? In this talk, learn about how to start the renewal at "hello" and enable a customer experience motion that's a revenue driver, rather than a revenue drainer.

11:45 AM

A Conversation with Ashton Kutcher

Ashton Kutcher

Deon Nicholas, CEO, Forethought

Join Deon Nicholas and Ashton Kutcher for an exclusive fireside chat covering Ashton's career, his thoughts on the importance of AI and the future of technology, and how technology can be used for good.

12:30 PM

Using Data to Transform Your CX Org

Sasha Antonenko, Director of End-User Support, D2L

The days of relying on spotty data and fragmented numbers to run CX departments are gone. Now, modern customer success teams are leveraging an assortment of metrics—including TTR, CES, FCR, and CCR to name a few—to make critical business decisions. In this panel discussion with Sasha Antonenko from D2L, we’ll discuss the necessity of accurate CX data, how to access it, and strategies for best utilizing these metrics to accurately communicate the value of customer success to your entire company.

12:30 PM

Meeting Your Customer’s Omnichannel Experience Expectations

Kristi Faltorusso, Chief Customer Officer, ClientSuccess

Tim Sheard, Director of Tech Alliances, Zendesk

Today’s customer expects a better experience. They want help on any channel. But they also want the help to be quick and contextual. What they need is an omni-channel customer support experience. But while most of today’s technology claims to be omnichannel, most of it has gaps, leaving customer support leaders unsure of the best path forward. In this session, we’ll dive into what an omnichannel experience looks like and steps you can take to get closer to meeting those customer expectations.

12:30 PM

What’s New & What’s Next with Forethought

EJ Liao, VP of Product, Forethought

Forethought empowers CX leaders to transform the customer experience using human-centered AI. Join this session to see our latest innovations, from Workflow Builder and Assist Automations, to Solve Conversation Insights and more.

1:15 PM

Humanizing Your Customer Experience with AI

Jacque Holowaty, VP of Employee & Guest Experience, Client Pledge Arena

Jared Loman, VP of Experience, Kajabi

AI is redefining what’s possible within customer service — faster response times, self-service opportunities, and smooth handoffs between agents. But how do you maintain personalization and desired human interaction in an AI-driven world? In this session Zia Syed, Forethought, Jacque Holowaty, Climate Pledge Arena, and Jared Loman, Kajabi break down strategies that can make customer service more human in a world where AI is making a comeback.

1:15 PM

Ask-Me-Anything with the Forethought Product Managers

EJ Liao, VP of Product, Forethought

Rajiv Patel, Director of Product Marketing, Forethought

Curious about Forethought's platform, and how you can use it to transform the customer experience? Don't miss this interactive session where our product experts will be on the line to answer your burning questions!

1:15 PM

2023 and Beyond: The Future of Customer Support

Allison Pickens, Founder, The New Normal Fund

Vanessa Larco, Partner, NEA

Between an influx of new technology, a likely economic downturn, and a post-pandemic environment where customer expectations are higher than ever, what will the future of customer service look like in 2023 and beyond? Join us as industry veteran Allison Pickens and Forethought board member Vanessa Larco discuss the future of CX: what to expect, why things are changing, and how to prepare your organization for whatever comes your way.

2:00 PM

How a Remarkable Customer Experience Can Be Your Best Sales & Marketing Strategy

Dan Gingiss, The Experience Maker

Let’s face it: Competition is tougher than ever these days. Competing on price is a loser’s game — just ask the two gas stations across the street from each other. And competing on product is getting harder and harder as almost everything can be copied — just ask your favorite ride-share company. So what’s left? How can we stand out in a crowded marketplace that is constantly evolving? In this fun and engaging keynote, customer experience coach and former Fortune 500 executive Dan Gingiss will teach the audience how customer experience can be your company’s ultimate differentiator, creating a competitive advantage that cannot be copied.

The LEAD track is designed to help executives and other leaders set the customer experience vision and create a more scalable, efficient customer support org. All sessions times are listed in PDT.

8:45 AM

Welcome

Host

More session details will be provided soon.

9:15 AM

The Future of CX is Human-Centered AI

Deon Nicholas, CEO, Forethought

10:15 AM

How Upwork Scaled Their CX Organization (and How You Can Too)

Brandon Savage, VP of CX, Upwork

11:00 AM

Customer Experience: A Revenue Driver, Not A Revenue Drainer

Sabina Pons, Principal, Growth Molecules

11:45 AM

A Conversation with Ashton Kutcher

Ashton Kutcher

Deon Nicholas, CEO, Forethought

12:30 PM

Using Data to Transform Your CX Org

Sasha Antonenko, Director of End-User Support, D2L

1:15 PM

2023 and Beyond: The Future of Customer Support

Allison Pickens, Founder, The New Normal Fund

Vanessa Larco, Partner, NEA

2:00 PM

How a Remarkable Customer Experience Can Be Your Best Sales & Marketing Strategy

Dan Gingiss, The Experience Maker

The CONNECT track is designed to help directors and managers build stronger teams and implement the strategies that build a better customer experience. All sessions times are listed in PDT.

8:45 AM

Welcome

Host

More session details will be provided soon.

9:15 AM

The Future of CX is Human-Centered AI

Deon Nicholas, CEO, Forethought

10:15 AM

This is Actually How to Curtail Agent Attrition

Myra Golden, Myra Golden Seminars

11:00 AM

Scaling a Legendary Customer Experience

Bryan Richards, Director of BizOps, Taskrabbit

Kincy Clark, Director of Support, Bolt

11:45 AM

A Conversation with Ashton Kutcher

Ashton Kutcher

Deon Nicholas, CEO, Forethought

12:30 PM

Meeting Your Customer’s Omnichannel Experience Expectations

Kristi Faltorusso, Chief Customer Officer, ClientSuccess

Tim Sheard, Director of Tech Alliances, Zendesk

1:15 PM

Humanizing Your Customer Experience with AI

Jacque Holowaty, VP of Employee & Guest Experience, Client Pledge Arena

Jared Loman, VP of Experience, Kajabi

2:00 PM

How a Remarkable Customer Experience Can Be Your Best Sales & Marketing Strategy

Dan Gingiss, The Experience Maker

The CREATE track is designed to help leaders understand how technology can improve customer experience, increase agent productivity, and reduce overall support costs. All session times are listed in PDT.

8:45 AM

Welcome

Host

More session details will be provided soon.

9:15 AM

The Future of CX is Human-Centered AI

Deon Nicholas, CEO, Forethought

10:15 AM

Transform Customer Experiences with Human-Centered AI

Ryan Van Wagoner, Head of Marketing, Forethought

11:00 AM

Introducing Forethought Discover

Forethought Product Team

More details coming soon.

11:45 AM

A Conversation with Ashton Kutcher

Ashton Kutcher

Deon Nicholas, CEO, Forethought

12:30 PM

What’s New & What’s Next with Forethought

EJ Liao, VP of Product, Forethought

1:15 PM

Ask-Me-Anything with the Forethought Product Managers

EJ Liao, VP of Product, Forethought

Rajiv Patel, Director of Product Marketing, Forethought

2:00 PM

How a Remarkable Customer Experience Can Be Your Best Sales & Marketing Strategy

Dan Gingiss, The Experience Maker

14 Feb

15 Feb

16 Feb

09:00

Introduction to The Most Creative Conference

Peter Robbins

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