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Enterprise Connect - 2022

Schedule Viewer tool is designed to help you find the sessions and other functions you’re looking for at Enterprise Connect 2022

In the column to the left, please look under PASS TYPE, and:

  • If you’re planning to attend In-Person, please click "Entire Event Orlando", “Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
  • If you’re planning to attend Virtually, please click "Entire Event Virtual" and/or Expo Plus Virtual".

Click on session titles for full session descriptions. All times noted are in EST.

Key Steps to Building a Stellar Self-Service Experience

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Genefa Murphy  (Chief Marketing Officer, Five9)

Laura Bassett  (Vice President Product Marketing, NICE)

Location: Sun B

Date: Tuesday, March 22

Time: 2:00 pm - 2:45 pm

Pass type: Entire Event Orlando, Tuesday-Thursday Orlando - Get your pass now!

Track: Contact Center & Customer Experience

Session Type: Conference Breakout Session

Vault Recording: TBD

Nearly everyone has used self-service when trying to get answers from a company. But the experience is often less than stellar. The technologies behind a successful self-service experience are changing and improving rapidly. So if you haven’t updated your self-service infrastructure in the past year, you’re missing out on some measurable improvements.

During this session, we will examine how companies are building great self-service platforms and what success they’re seeing as a result.


  • What are the 5 things you need to change with your self-service knowledge base ASAP?
  • How do AI and machine learning play a crucial role in continuous improvements?
  • When does self-service need to shift to live agents, and what technology helps to make that happen.
  • How do you build the business case for self-service in your organization?
  • What do customers want (and not want) when it comes to self-service?

Background Reading: Put Self-Service at the Top of Your CX Priority List

Presentation File