First there was text, then images, then video — now audio is stealing the show on social. The rise of Clubhouse, audio advertising, and a surge in podcast popularity hit marketing departments in a wave this year. Take a deep dive into the challenges and opportunities that audio marketing offers.

Chat is good for more than just customer service — and there are more channels than just chat that customers want to engage you on. Every step of the customer journey can be enhanced with a quick, convenient, rich conversation. That’s Conversational Commerce.

How do you embrace change and transform your business? Learn from enterprise brands on how leaders drive change internally to not only meet the urgent needs of their customers, but also elevate their company’s success in the process.

People want to be a part of a movement and create change — give them something to believe in by building deeper connections with more people and elevating the conversation. Learn the secret to successful online communities and tips and tricks to evolving your owned community.

The world has more options than ever when it comes to building community with your customers. Connect all of your passionate people and be more efficient and focused by aggregating communities. We’ll show you how to evolve from a social network community to a branded CX space.

A proliferation of siloed, survey-based, VoC efforts results in a myopic approach to acquiring and acting on CX insights. Learn about data silos, survey fatigue, and how to create a unified view of your customers to drive better collaboration internally and deliver on the promise of customer data.

Your agents need smart chatbots just as much as your customers do. And they both need AI that works quietly in the background to help traffic requests and resolve inquiries faster. Learn where to combine chatbot speed and human understanding to make life easier for customers and agents.

As the frontline in digital domains, where some exhibit their worst behaviors, moderators need resources and safeguards to maintain their own mental health and the health of their communities. In this session, some of the world’s best online brand communities will share how they do this.

Deflect customer inquiries to self-service portals, chat, and messaging. Contain the easy inquiries with bots. Serve the remaining inquiries with unmatched efficiency. Optimize every brand-owned property, entry point, and interaction to reduce volume and costs while increasing satisfaction.

How do brands keep a human touch while serving customers at scale? They do it with a thoughtful approach to conversational design for bots. We’ll also discuss consolidating platforms, improving workflows, and applying effective bots in your CX to personalize at scale.

Communities provide great value when they focus on a specific aspect of the customer relationship — customer support being the most common. Expanding the focus to multiple aspects though is how brands “level up” their community. Leveling up isn’t easy, but we’ll show you how in this session