MOMENTOUS 2021: Day 2


Day 2 of MOMENTOUS 2021 is packed with sessions that help attendees better understand the NOW Customer and run more effective CX organizations. Attendees who register and attend a session each day of MOMENTOUS 2021 will be qualified to win a YETI cooler filled with gift cards from RBI, KEEN Footwear, ANINE BING, and Princess Polly!

Yoga For People Who Work At Desks

8:15 AM – 8:45 AM PT
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Unwreck your neck with therapeutic yoga to help counter the effects of sitting all day. The body was made to move; it tends to cry out for help when we do too much of one thing. In particular, sitting all day can take a serious toll, but there are things you can do to help counteract the aches and pains. This class will take you through some stretching, strengthening, and breathing exercises to break up your day, and refresh the body and brain.

How We Increased Conversions and Ended Backlogs by Rethinking Our CX Model

9:00 AM – 9:30 AM PT
Moderator: Daniel Rodriguez @ Simplr
Panelists: Jessica Province @ KEEN Footwear; Alex Vidaeff @ ANINE BING

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Two major speedbumps plague the eCommerce and retail bottom lines today: missing out on potential revenue by not converting enough site visitors, and losing customer loyalty due to significant wait times for customer support. You’re likely feeling one if not both of those pains right now. And you probably go through cycles of feeling at least one or the other throughout the year.  

In this session, you’ll hear from two customer experience managers who solved these challenges by making fundamental changes to their CX and support model. You’ll get insights on how making this shift not only increased conversions and helped to end backlogs, but allowed their businesses to be more flexible and adaptable in the NOW CX era.  

Which Pandemic Consumer Trends Are Here to Stay?

10:00 AM – 10:45 AM PT
Moderator: Jared Carver @ Converse
Panelists: Lynsey Thornton @ Shopify; Darren Josey @ NEMO Equipment
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Safe to say the past year was a doozy. The pandemic forced the world to think outside of conventional norms in every industry, and we’ve all had to respond, evolve, and adjust quickly in ways that pushed our limits.  

But the truth is there’s never going to be a switch that gets flipped that takes us back to the way things were. The pandemic has caused shifts in buying behavior and consumer expectations that aren’t going to change anytime soon —or ever.  In a way, the pandemic only accelerated some trends that were already in motion. And brands that don’t respond to those trends NOW, will likely be left behind, losing business to the brands who do.  

In this session, you’ll hear from our panel of speakers who are on the leading edge of eCommerce and customer experience to learn about how they’re adapting and proactively getting ahead of these trends to help accelerate growth.  

How to Meet the Expectations of the Gen-Z Customer

11:00 AM – 11:45 AM PT 
Moderator: Philippe Roireau @ Gorgias
Panelists: Alexandria Collis @ Princess Polly; Patrick Carney @ 4ocean PBC
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Gen-Zers are part of the first completely digital generation who grew up expecting instant gratification. These are the consumers who have an inherent demand that their brands will provide convenience, speed, and availability across the entire experience they deliver, because that’s all they’ve ever known. These expectations are by no means exclusive to this generation of consumers. While these expectations have permeated every generation, Gen-Z epitomizes the type of customer that brands must ensure they understand and are equipped to engage.  

In this panel session, learn from speakers across eCommerce, marketing, and CX who will lend their voice to how brands can increase loyalty and create fans by catering to the Gen-Z consumer.  

Cracking the Code on Live Chat

12:00 PM – 12:45 PM PT
Moderator: Daniel Rodriguez – Simplr
Panelist: Gabe Larsen – Kustomer
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So many companies struggle with how to make live chat work as a viable channel for their business. Maybe you’ve heard colleagues ask, “Why is live chat important?” Maybe you’ve wondered, “How am I supposed to staff live chat?” Maybe you’ve pondered, “When should we use live chat vs. a bot?” And… you probably haven’t come up with very satisfying answers.  

Join this session to learn how you can crack the code on live chat to have faster and more personal interactions with all of your customers to reduce friction, and to increase revenue. 

Why CX Leadership Starts with EX: Building an Exceptional Employee Experience for All

1:00 PM – 1:45 PM PT
Moderator: Ellie Wu @ SAP
Panelists: Shannon Jimenez @ Calendly; Tish Bivins @ Asurion; Tarikh Campbell @ Microsoft
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It’s easy for all of us to get caught up in the day-to-day operations of our work. We all have KPIs and goals we’re trying to achieve. But we often overlook the very fabric of the CX organization, and the most important asset we have available to us: our people.  

Exceptional employee experience is not about giving employees a fancy espresso machine in the breakroom or happy hours on Thursday afternoons—it’s about cultivating an inclusive, diverse, and welcoming workplace that gives every employee a set of options that will set each of them up to achieve their full potential and drive business value.

In this session, you’ll learn from our panel of CX and EX leaders who have developed these types of environments for their employees, and who have seen the extraordinary results that follow.