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 Service Experience

Paul Bartley - Director Global Shared Services Becton Dickinson
Automation tools can result in low costs, high levels of customer satisfaction, and unique differentiation for your company if implemented intelligently. This panel will take you on a journey through the specific ways they have achieved ROI including: 
·         AI, Chatbots and Virtual Assistants– blend automation technologies across channels to orchestrate differentiating customer experiences
·         How to make automation work for your customers and contact center: build agile customer journeys, reduce call volumes and increase First Call Resolution (FCR)
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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

Hernan Giraldo - VP of Customer Experience Operations BarkBox
Justin Reilly - Head of Customer Experience Innovation Verizon Fios
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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Hernan Giraldo

VP of Customer Experience Operations
BarkBox

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Justin Reilly

Head of Customer Experience Innovation
Verizon Fios

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

11:00 am - 11:30 am CASE KEYNOTE: Exploring the Benefits of Better Bots

Erin Van Remortel - Executive Partner Customer Experience Design Verizon Enterprise Solutions
While customer service centers put chatbots in place years ago to free up time for their employees as they handled customer inquiries, the argument stands that there could have been a better way. Waiting on hold when dialing in, receiving a series of automated responses that don’t meet our needs, waiting in line—these are all extreme pain points along the customer journey. With today’s advancement in technology, a variety of companies can now resuscitate their customer service by deploying more intelligent bots.
           
Join this session as speakers discuss the latest in bot technology and their newfound benefits.
·         Handle employee onboarding and repetitive tasks
·         Engage customers and initiate private conversations
·         Free hours of time for more meaningful customer interactions
·         Help retain top customers and regain customers
·         Book appointments and track human footfall detection
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Erin Van Remortel

Executive Partner Customer Experience Design
Verizon Enterprise Solutions

Paving the way for automation adoption alone on particular projects can prove challenging, but add to that the complexity of scaling automation and you could be in for a a not-so-real-treat. However, the benefits of automation at scale include gaining serious competitive advantage if done right.

Hear from a panel of professionals as they share how they successfully initiated and scaled automation and overcome associated challenges as they address:
·         How to build the right foundation for successful automation at scale- where does change begin?
·         How automation at scale transforms the customer experience
·         What holds companies back from scaling automation?
·         How can you gain buy-in from the right people?
·         The efficacy of new technology, robotic service orchestration (RSO), specifically designed to address the challenges of automation at scale.  
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Richie Daigle

Group Director, Automation & Analytics
Coca-Cola Refreshments

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Tim Bailer

VP Customer Experience
GoPuff

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
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

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

3:15 pm - 4:00 pm AUTOMATION ROADMAP: Master Each Step of Building a Successful Automation Strategy (cont.)

Erin Van Remortel - Executive Partner Customer Experience Design Verizon Enterprise Solutions
Samuel Carrington - Help Manager 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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Samuel Carrington

Help Manager
Lyft

4:30 pm - 5:00 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

5:00 pm - 5:05 pm Closing Remarks

5:05 pm - 6:05 pm Networking Cocktail Reception