MOMENTOUS 2022 Agenda

Join us at the Grand Hyatt in Nashville for two days of CX insight, networking, and thought leadership. Register here!

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Day 1 Tuesday, November 1, 2022

Nashville Welcome Party 6:00 PM - 9:00 PM

MOMENTOUS is kicking off with a welcome party at Ole Red on Broadway! This event is included when you register for MOMENTOUS.

Day 2 Wednesday, November 2, 2022

Welcome to MOMENTOUS: Breaking Away From The CX of Yesterday 9:00 AM - 9:30 AM

MOMENTOUS will kick off with a simple question: What’s next in CX?

3 Most Important Things to Have in a Chatbot 9:30 AM - 10:15 AM

Not every customer and not every inquiry should be treated the same. This session will examine the top three most effective features of a chatbot… those that yield the lowest customer effort and the highest business impact. A must-attend for companies that want to build a long-lasting brand on the foundation of customer loyalty and advocacy.

What Everyone Should (and Should Not) Consider When Applying AI to a Customer Service Strategy 10:15 AM - 11:00 AM

Simplr’s Head of Data Science breaks down the best and worst areas to invest your time and resources in when it comes to artificial intelligence.

How to Bring the In-Store Experience Online and the Online Experience In-Store 11:30 AM - 12:15 PM

A look at the elements that make in-person and online shopping experiences special and unique. This session will include speakers who work for brands that have successfully transferred the in-person magic to its website. Similarly, you’ll hear from brands that are bringing the benefits of a great online experience to their brick-and-mortar stores.

Why Customer Service Employees Are Your #1 Brand Ambassadors 12:15 PM - 1:00 PM

An opportunity to hear and learn from the stories of exceptional customer service agents who have helped transform their companies.

Gig 1.0 Isn't Working Anymore. What's Next for Gig CX? 2:00 PM - 2:45 PM

We’re starting to see the cracks in the “Gig 1.0” CX model. Legacy providers are unable to meet the responsiveness and consistency requirements of today’s consumer. But there’s hope! See how the next wave of Gig CX is tackling these issues and providing a next-level customer experience.

Weathering a Downturn without Letting Customers Down 2:45 PM - 3:30 PM

A discussion around the current economic challenges facing CX organizations: cost cutting, forecasting in a competitive job market, and inflation. What are the best ways to manage disruption without sacrificing the quality of customer care?

Trivia (with Prizes!) 3:30 PM - 4:15 PM

Flex your trivia skills with fellow conference attendees. The prizes are gonna be good.

MOMENTOUS Keynote 4:15 PM - 5:00 PM

Shhh… exciting speaker coming soon!

Cocktail Hour 5:00 PM - 6:00 PM

An opportunity to enjoy cocktails, light appetizers, and networking.