Live Chat Software
September 05 - 07, 2018
Embassy Suites Milpitas, Milpitas, CA

Agenda Day 2

7:45 am - 8:30 am Registration and Breakfast

8:30 am - 8:40 am Chair Opening Remarks

8:40 am - 9:00 am MORNING KEYNOTE ADDRESS Automation: Embracing the Inevitable and Preparing for Change

Ryan Davis - Senior Vice President, Procurement Management Bank of America
Many fear it and some embrace it. While many ideas and theories circulate about how automation could make a positive or negative impact in a variety of ways, the fact remains that the use of automation is expected to rise  dramaticly by 2020 and the sophisticated technologies are here to stay.
This keynote will weigh the pros, cons and solutions associated with automation, exploring:
·         Will AI eliminate jobs or simply shift the focus of our work?
·         What will the new workplace look like?
·         Do the benefits of enhancing the customer experience outweigh possible negative consequences? 
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Ryan Davis

Senior Vice President, Procurement Management
Bank of America

9:00 am - 9:30 am The ROI of Automation – Why Speed Defines Your Customer

Paul Bartley - Director Global Shared Services Becton Dickinson
Automation can result in lower costs, high levels of customer satisfaction, and unique differentiation for your company if implemented intelligently. This session will take you on a journey through the specific ways BD has achieved ROI through Robotic Process Automation, including:
  • How to get automation inside the enterprise (security, audit, etc)
  • How to ID the best targets and surface the highest value candidates for automation
  • How to measure success
  • How to scale
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Paul Bartley

Director Global Shared Services
Becton Dickinson

9:30 am - 10:00 am SYNERGYSTIC SOLUTIONS: Machine Learning and Intelligent Process Automation

Justin Reilly - Head of Customer Experience Innovation Verizon Fios
Alex Gross - Manager, Customer Advocacy & Insight BARK
When planning to implement an automation strategy, it’s important to bear in mind it must be done correctly if it’s going to get funded in the first place, and continue to receive an inflow of allocated company resources. Intelligent Automation is about creating synergies between RPA, cognitive, IoT, chatbots, and AI for a proactive approach to customer experience.
 
This keynote will share how to achieve such synergies and where to begin, addressing common questions such as:
·         How are Artificial Intelligence (AI), chatbots, IoT, and RPA linked together, and which one brings value to the other?
·         We have already implemented some chatbots, do we really need to implement RPA?
·         Where does IoT come into play? 
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Justin Reilly

Head of Customer Experience Innovation
Verizon Fios

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Alex Gross

Manager, Customer Advocacy & Insight
BARK

10:00 am - 11:00 am Networking Break & Automation Drive

11:00 am - 12:00 pm MATURITY ROUNDTABLES: New to Automation:Becoming the Advocate for Automation

Bernard Slowey - Head of Global Customer Service & Support Leader and Strategist Microsoft
Small wins in automation will help build the foundation and business case for continued investment.  This roundtable discusses strategies to showcase automation wins through low hanging fruit in order to advocate for larger organizational investment.
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Bernard Slowey

Head of Global Customer Service & Support Leader and Strategist
Microsoft

11:00 am - 12:00 pm MATURITY ROUNDTABLES: Automation Veteran: Overcoming Cultural Buy-In

Marvin L. Hamiton - VP Human Resources Conde Nast
Once company leaders have bought into automation, roadblocks can emerge in middle-management. What strategies can you leverage to enhance buy in and overcome implementation challenges on the ground?
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Marvin L. Hamiton

VP Human Resources
Conde Nast

11:00 am - 12:00 pm MATURITY ROUNDTABLES: Automation-Led Company: Sustaining a Culture of Automation

Nuray Gurtekin Sen - Head of Global CT RDA Quality & Process Management Siemens
Your company has transformed into an automation-led bellwether in the industry. How will you maintain momentum amidst real business challenges? How will you avoid the pitfalls that come with leading automation at scale? 
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Nuray Gurtekin Sen

Head of Global CT RDA Quality & Process Management
Siemens

12:00 pm - 1:00 pm Networking Lunch

1:00 pm - 2:45 pm AUTOMATION ROADMAP: Master Each Step of Building a Successful Automation Strategy Fully immerse yourself in each critical step of implementing robotic process automation with this practical and collaborative roundtable series.

Fully immerse yourself in each critical step of implementing robotic process automation with this practical and collaborative roundtable series.
Joanna Peña-Bickley - Head Of Design, Internet of Things Amazon
Marvin L. Hamiton - VP Human Resources Conde Nast
Kerry Lambert - Intelligent Automation, Worldwide Go To Market Leader Partner IBM Global Services IBM Watson
Attendees will experience a lively and informative exercise, as they rotate through each of the automation steps every 25 minutes during the course of the afternoon. Participants will talk through their unique challenges and walk away armed with solutions for each step.
 
There is no better way to sharpen your automation capabilities than by practice, repetition and exchanging ideas with peers, making these small group collaborations ideal for beginners who have more questions and want to further solidify their newfound knowledge. Advanced practitioners benefit by bench-marking across companies and refining existing skills.  

1:05 PM Evaluate:Evaluate your business process to maximize the potential for automation. What can be automated and when? 
 Cathy Cox, Omni Channel Strategy Business Lead, SunTrust

1:30 PM Target:Target process identification by determining if your processes are adaptable for automation.  

1:55 PM Design:Redesign process flows to maximize scope for automation. Automation plans should be designed keeping the business structure in mind and customized as per the process needs

2:20 PM Develop:This is the time to develop your automation plan. Analyze your processes to identify which parts don’t need automating, need automating urgently, will take time or be quick to automate.
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Joanna Peña-Bickley

Head Of Design, Internet of Things
Amazon

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Marvin L. Hamiton

VP Human Resources
Conde Nast

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Kerry Lambert

Intelligent Automation, Worldwide Go To Market Leader Partner IBM Global Services
IBM Watson

2:45 pm - 3:15 pm Afternoon Networking Break

3:15 pm - 4:30 pm AUTOMATION ROADMAP: Master Each Step of Building a Successful Automation Strategy (cont.)

Erin Van Remortel - Executive Partner Customer Experience Design Verizon Enterprise Solutions
Gregory Hill - Service Design Lead Lyft
3:15 Choose: Learn how to choose which solution provider is best for your unique needs.
 Erin Van Remortel, Executive Partner Customer Experience Design, Verizon Enterprise Solutions

3:40 Pilot: Testing your chosen plan allows you to analyze its efficiency, effectiveness and performance.
 Samuel Carrington, Help Manager, Lyft

4:05 Rollout: Once your automation plan has been rolled out, build contingency plans where a team of chosen executives keep a watchful eye on various risks,

4:30 Post Implementation: Whether outsourced to the solution provider or managed in house, delegate a party responsible for managing the process, end-to-end with 24x7 support. 
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Erin Van Remortel

Executive Partner Customer Experience Design
Verizon Enterprise Solutions

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Gregory Hill

Service Design Lead
Lyft

4:35 pm - 5:05 pm CYBER RISK: Managing the Security Risks of an Automation Plan

Jack Mannino - CEO nVisium
Cyber threats are a huge reality and the ability to safeguard your customers’ information and instilling trust adds a huge boost to the customer experience. Learn about the important attributes to look for when selecting the cyber risk solution provider you entrust to safeguard your new plan for automation. 
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Jack Mannino

CEO
nVisium

4:10 pm - 4:40 pm CASE KEYNOTE: Ensure Oversight of Robotic Process Automation (RPA) through Analytics

Carola Mariscal - Strategic Transformation and RPA Leader PepsiCo - Financial Shared Services
This session will dive into:
·         Utilize robotics as a tool to provide automation and actionable feedback
·         Ensure appropriate comparisons between automated and human CX
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Carola Mariscal

Strategic Transformation and RPA Leader
PepsiCo - Financial Shared Services

4:40 pm - 4:45 pm Closing Remarks

4:45 pm - 5:45 pm Networking Cocktail Reception