CX Week Canada: An Interview with Alexey Smahtin

Alexey Smahtin, Vice President of Sales, Canada, sat down with us after Day 1 of CX Week Canada to fill us in on all the event’s happenings. So, how did the first day of CX Week Canada go? It went well. It’s been great to exchange ideas and insights with people who share the same passion for customer experience and CX technology! There are more than 150 attendees here from a variety of companies from all around the world. The theme of the event is ‘Gaining Competitive Advantage by Delivering Superior Experiences with Human-Centered Design’, so the whole ethos of the event is perfectly attuned to our philosophy of helping enterprises streamline complex customer journeys by replicating the qualities of face-to-face interactions through remote channels. So ‘human-centered design’ has been a wider theme at the event then? Yes, the topic of how critical customer centricity is in delivering superior customer experiences has never been far from the conversation. The aim of the conference, in general, has been to share insights and opinions on how to achieve optimal customer experience by figuring out how to make the most out of technology. I’ve been to a few workshops today, including a really interesting one by Crystal D’Cunha, CEO of The Inside View on ‘How to Create a CX Movement’. It’s a three-day event, from Sep 12-14, so I’m really looking forward to the rest of it. Are there any other seminars or workshops you’re planning on attending? Well, there are certainly some interesting events coming up, including a talk tomorrow on ‘The Contact Centres of 2025: How to ensure yours is built for the future’ by Neil Lacheur, SVP Customer Experience. At Vizolution, we believe that customer service agents should be given new tools to meet the needs of today’s customers. In doing so, we can effectively make contact centre agents bionic by utilising technology to streamline interactions, and in the process completely transform the customer experience. We obviously have our own take on how the contact centres of the future will look, so I’m interested in hearing how Mr Lacheur envisages that future. There’s also a keynote talk coming up by Corby Fine on ‘Embracing Customer Experience: How To Ensure CX Makes An Impact’. Creating rewarding and intuitive customer experiences remain integral to what we do at Vizolution, so we are always keen on exchanging ideas and opinions on that subject with industry insiders and decision makers. Thanks Alexey. Have a great event. We’ll speak again soon. CX Week Canada is held from September 12 – 14.