Agenda Day 3
8:00 am - 8:45 am Registration and Breakfast
8:45 am - 9:00 am Chair Opening
9:00 am - 9:45 am PANEL DISCUSSION: Leveraging AI for 360 CX ImprovementJoanna Peña-Bickley - Head Of Design, Internet of Things Amazon
Artificial Intelligence, Machine Learning and IoT technologies will continue to take center stage in our futures and play a critical role in the decisions companies make on nearly everything—particularly when it comes to the desire to create an unparalleled customer experience.
Learn how AI is evolving to allow self-service predictive reports and dashboards to surface tangible insights with benefits that range from CX strategies, to agent productivity recommendations, to visualized direction.
Join this session to learn best practices for extending your competitive advantage.
· Leverage emerging technology to enhance customer experience
· Identify trends in data and make predictions on customer expectations
· Significantly shave off time spent on tasks that prove to be pain points for customers
· Cut costs and increase profits by working smarter
Joanna Peña-BickleyHead Of Design, Internet of Things
8:00 am - 8:30 am CASE KEYNOTE: Ensure Oversight of Robotic Process Automation (RPA) through AnalyticsCarola 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
Carola MariscalStrategic Transformation and RPA Leader
PepsiCo - Financial Shared Services
10:15 am - 11:30 am INDUSTRY POWER HOUR: Automation Short Stories Automation Short StoriesRay Mitra - Global Head of Customer Success & Support Baker Hughes (a GE company)
Kevin Thompson - Chief Marketing Officer Sotheby's International Realty
Celika Caldwell - VP Experience Design AARP
Hear from CX leaders across various industries dive right in and share their experiences with how they successfully devised a plan for automation at their organizations: how they got started, and how it has transformed their customers’ experience. Each expert will leave you with their top two pieces of inspirational yet practical advice for organizations already embracing or looking to implement automation.
Ray MitraGlobal Head of Customer Success & Support
Baker Hughes (a GE company)
Kevin ThompsonChief Marketing Officer
Sotheby's International Realty
Celika CaldwellVP Experience Design
11:30 am - 12:00 pm Networking Break
12:00 pm - 1:15 pm MATURITY ROUNDTABLES: New to Automation:Becoming the Advocate for AutomationBernard 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.
Bernard SloweyHead of Global Customer Service & Support Leader and Strategist
12:00 pm - 1:15 pm MATURITY ROUNDTABLES: Automation Veteran: Overcoming Cultural Buy-InMarvin 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?
Marvin L. HamitonVP Human Resources
12:00 pm - 1:15 pm MATURITY ROUNDTABLES: Automation-Led Company: Sustaining a Culture of AutomationNuray 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?
Nuray Gurtekin SenHead of Global CT RDA Quality & Process Management
1:15 pm - 2:15 pm Networking Lunch
2:15 pm - 2:15 pm Main Conference Concludes: Closing Remarks
2:15 pm - 5:15 pm Google-Mountain View HQ Site Tour
Next Generation Virtual Agents: Leveraging a Data Driven Approach to Optimize Contact Center Interactions
Ensuring quality handling of contact center interactions is key. Virtual agents provide a forward-thinking, automated method for providing 24x7 support to customers on the channel of their choice. By using machine learning optimizations, virtual agents can be made smarter, providing quick and efficient support to customers. Chatbase is a cloud-based analytics service for builders of conversational interfaces, or chatbots. It helps those builders more easily analyze and optimize their bots for better consumer experiences than ever before. During this session at Google's Mountain View headquarters, the Chatbase team will showcase what it takes to leverage a data-driven approach for virtual agents for customer success.