CRMXchange — Your Gateway to Enhancing the Customer Experience

CRMXchange Virtual Conferences

It’s no secret…online information is now the primary educational resource for managers and executives involved in contact center and customer excellence issues. With contact center environments becoming more frenetic and demanding every day, and the economic climate dictating limited travel budgets, leaving the office to attend conferences is a more difficult and costly proposition than ever. But decision makers know just how critical it is for them to stay on top of the latest developments. That’s why so many savvy contact center professionals now rely on the leading online conference in the field to learn from experts and find out what’s working for their peers.

No Need for Registrants to Leave Your Office - It’s Fully Interactive!
In real-time, you will meet with industry experts and colleagues who will answer your questions and offer business solutions for your contact center. You can attend learning sessions the same way that you would in an on-site conference without the travel costs and time away from your office. Stay where you are and let us deliver the learning and networking right to your desk.

Attend the Sessions That are Right for You
Everyone can share newly acquired knowledge throughout your organization. Members of your team can attend sessions together or attend different session tracks. All sessions will be recorded and available on demand for two weeks after the conference – giving those who could not attend the opportunity to view the sessions.

Meet the Major Vendors Live in Our Exhibit Hall
Browse the exhibit hall to download product videos, and obtain product information, press releases, white papers, and much more. Learn everything you need to manage your contact center without traveling miles or spending time away from your office.

Network with Attendees and Presenters
Chat with presenters and peers in the lounge, a networking forum specially designed for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insights.

The CRMXchange 2013 virtual events have been our most successful yet, attracting more than 1,600 high level registrants from over 30 countries!

March, 2014, Learn Best Practices in Multi-Channel Strategy and Cloud Solutions

  • Keynote: Creating a Culture of Service Excellence - Presented by Lisa Ford, Speaker and Author
  • A Week in the Life of a Multichannel Customer - Presented by Sachin Davankar, Product Marketing Manager, KANA, a Verint® Company
  • Agile Responsiveness to Customer Need - Presented by Don Van Doren, President, Vanguard & Michael Kropidlowski, Senior Manager Product Marketing, Aspect Software
  • Keynote – Day 2: Lessons Learned from Hurricane Sandy– what we learned about routing, scalability, control and disaster planning - Presented by: Laura Zink Marx, Executive Director, NJ 2-1-1 Partnership: Sponsored by Five9
  • 5 Key Criteria to Deliver Best – in- Class Self Service - Presented by Gregory Pal, Vice President of Marketing, Strategy & Business Development of the Nuance Enterprise Division, Nuance
  • The Super-Agent - New models for Multi-Channel Interaction - Presented by Jason Lowe, Senior Product Marketing Manager, inContact
  • Keynote – Day 3: Turn the Channel of Last Resort into a First-Rate Customer Experience - Presented by: Elaine Cascio, Vangard Communications: Sponsored by Volt Delta
  • Workforce Optimization Best Practices to Unleash Multi-Channel Operational Excellence - Presented by Sean Murphy, Speech and Text Analytics Product Marketing Lead, Genesys and Stefan Captijn, Director, Product Marketing, Genesys
  • Keynote – Day 4: Are Your Customers Satisfied Across All Channels? Presented by Joe Alwan, Vice President and General Manager of AVOKE Analytics, Raytheon BBN Technologies
  • 60 Ideas in 60 Minutes - Presented by: Conference Vendors

November 2013, Best Practices in Workforce Management and Performance Optimization 

This year's expert speakers are presenting the following topics live over the three day virtual conference:

  • Keynote: Contact Center Trends - Then, Now and Tomorrow - Presented by Maggie Klenke, Founding Partner, The Call Center School and Vicki Herrell, Executive Director, SWPP
  • Improving Performance through Analysis and Action - Presented by Deelee Freeman, Consultant, The Call Center School; Sponsored by Genesys
  • Looking for ( IVR) Errors in All the Wrong Places - Presented by Joe Alwan, VP and GM, AVOKE Analytics at Raytheon BBN Technologies
  • Taking Workforce Management to the Next Level - Presented by Brian Strachman, Solutions Marketing Manager, Performance Management and Quality Monitoring, Verint
  • Best Practices for Increasing Schedule Flexibility - Presented by Vicki Herrell, Executive Director, SWPP, Kim Henderson, Bluegreen Corporation & Louise Andrew, Fairmont Raffles Hotels; Sponsored by Intradiem
  • Best Practices for Enhancing the Customer Experience for Millennials - Presented by Doug Whitaker, Director, Workforce Optimization, Aspect
  • How Do You Know You Have the Right Service Level Requirement for Your Business? - Presented by Carlos Muños, Sr WFM Consultant/Project Manager at Teleopti
  • Best Practices for Proactive Intraday Management - Presented by Aaron Cash, Director of WFM Product Management, Uptivity
  • Real-Time Performance Management: Pitfalls to Avoid and Best Practices for Success - Presented by Patrick Botz, VP Workforce Optimization, VPI
  • The Overtime Lie: Calculating True Labor Costs (TLC) in a Shift Work Environment - Presented by John Frehse, Core Practices; Hosted by Calabrio
  • 60 Ideas in 60 Minutes – Performance Optimization and Workforce Management – Moderated by Vicki Herrell, SWPP


September 2013, CRMXcellence Challenge and Virtual Conference 

– Live Sessions Include:  

  • Keynote- - From Good to Great: Getting to Performance Excellence in Your Center - Presented by Maggie Klenke, Founding Partner, The Call Center School
  • Six Steps to an Exceptions Multi-Channel Customer Experience - Presented by Kristen Emenecker, VP WFO
  • Best Practices for the Digital and Social Media Contact Center - Presented by George Seroukas, Executive Vice President, North America, Vocalcom
  • Best Practices in Self-Service: Delivering Intelligent Interactions That Work The Way Your Customers Do – Presented by Greg Pal, Vice President, Nuance Enterprise
  • Best Practices for Managing Large Service Operations - Presented by Dan Enthovan, VP Marketing, Enkata
  • Best Practices for Making Analytics Actionable – Presented by Eric Tamblyn, Vice President of Global Innovation, Genesys
  • Best Practices- Integrated Contact Center and Workforce Solutions - Presented by Michael Kropidlowski, Senior Product Marketing Manager, Aspect
  • Want Loyal Customers? Start with the Voice of Your Employees – Presented by Dave Capuano, VP Marketing, Verint
  • Best Practices for the Small but Mighty Customer Service Organization - Presented by Kristen Jacobsen, Director of Marketing, Calabrio
  • Best Practices in Deploying an At Home Agent Program - Presented by Mayur Anadkat, Director of Product Marketing, Five9


June 2013, Best Practices in Quality Assurance and Analytics Virtual Conference 

– Live Sessions Include:  

  • Keynote: Managing the Five Most Dangerous Distractions in the Workday, Presented By: Jones Loflin, President of Helping Others Prepare for Excellence
  • Best Practices in Scoring Agent Calls, Presented by: James Halloran VP, Six Sigma Black Belt, Pershing LLC, an affiliate of The Bank of New York Mellon and Nicole Pirone, Director of Program Management Office, CallMiner
  • From Big Data to Results that Matter, Presented by: Jane Hendricks, Senior Product Marketing Manager, Aspect Software
  • It Shouldn’t Have To Be So Hard - Proactively Identifying Customer Pain Points Using Whole Call Analytics, Presented by: Joe Alwan, Vice President and General Manager of AVOKE Analytics, Raytheon BBN Technologies
  • Defining Soft Skills: What a Call Should Sound Like, Presented by: Deelee Freeman, Consultant, The Call Center School
  • Leverage Your Secret Superpowers to Drive Customer Success, Presented by: Oscar Alban, Principal Global Market Consultant, Verint and Daniel Ziv, Verint Systems, Vice President, Voice of the Customer Analytics
  • Seven Steps to Prepare for Analytics in Your Organization, Moderated by: Gerald Sinclair, Education Specialist, CallCopy
  • Improving First Call Resolution through Analysis and Action, Presented by: Deelee Freeman, Consultant, The Call Center School, Sponsored by Genesys
  • QA and Analytics - A Match Made in Heaven, Presented by: Patrick Botz, Vice President of Workforce Optimization, VPI
  • WFO (Workforce Optimization): What Happens When Quality Assurance, Training, and Workforce Management Intersect, Presented by: Marshall Lee, Carewise Health
  • Best Practices in QA and Analytics Roundtable, Presented by: Moderated by: Vicki Herrell, Executive Director QATC

Multi-Channel and Cloud Based Contact Center Virtual Conference - Best Practices in Customer Loyalty and Retention Strategies - March 2013, Live Sessions Included:  

  • Keynote: Measuring Multi-Channel Success, Presented by: Don Van Doren, President, and Elaine Cascio, VP, Vanguard Communications
  • Beyond Social Listening: New Frontiers In Delivering Social Customer Service, Presented by: Jane Hendricks, Sr. Manager Product Marketing, Aspect
  • Building Loyalty With Your Multi-Channel Customer, Presented by: Elaine Cascio, Vanguard; Sponsored by VoltDelta
  • Do your Callers Hate Your IVR?, Presented by: Joe Alwan, AVOKE/BBN
  • Go Home - Best Practices For Work At Home Agents, Presented by: Liz Osborn, Five9; John Stewart, NexRep
  • Improving Customer Experience Using Three Powerful Concepts, Presented by: Madelyn Gengelbach, Senior Manager, Product Marketing, inContact
  • Mobile Touch Points Are The Future Key Interaction Channel, Presented by: Sheryl Kingstone, Yankee Group
  • Omniscient Customer Service – Knowledge is the Key to Getting Results Customers Want, Presented by: John Chmaj, Senior Practice Director of Knowledge Management Strategy, Scott Hays, Senior Director of Product Marketing & Yasmin Milsom, Product Marketing Manager, KANA
  • Planning, Modeling, and Decision-Making in Your Complex Contact Center Operation, Presented by: Ric Kosiba, Vice President, Bay Bridge Decisions Group, Interactive Intelligence
  • The Socially Empowered Customer - How to Build Relationships That Last, Presented by: Dr. Natalie Petouhoff, The Results Group;Sponsored by Oracle/RightNow
  • Tracking and Reducing Customer Effort Across All Channels, Presented by: Michael Miller, VP of Customer Strategy, Genesys/UTOPY


Virtual Conference Sponsors  

aspect-logo-168x42-new  avoke.bbn-168x42   Uptivity-168X42  Enkata-168x42  Verint-168x42 
VPI-168X42  CalabrioLogo168x42  injixo-logo168x42  Intradiem-logo168x42-  Teleopti_168x42 
genesys-logo  BayBridge-Logo168x42  CallMiner-168x42  HireIQ-Logo-with-tag-small168x42  NICE-168x42 
Pipkins_Logo168x42   workflex.solutions168x42  

If you are interested in becoming a sponsor for a virtual conference, please call 941-702-8389 or email