AI-E: Accelerate, Innovate - Elevate Customer Experience
Time & Location
About The Event
“Information is the oil of the 21st century, and analytics is the combustion engine.”
The roar of Artificial Intelligence, machine learning and analytics in customer service has become deafening. Automation and agent assistance using AI aligns with the increasingly high expectations of customers. Always-on access is a core experience of the mobile consumer, who instinctively wants to self-serve on their own terms. Frictionless, connected customer journeys from Bots to empowered agents leverage real-time cognitive tools delivering a differentiated level of customer experience and significant cost savings benefits.
That all sounds great but where do you begin? How do you establish a firm foundation upon which you can evolve your AI customer service strategy?
Please join Cisco and an outstanding team of contact centre industry experts on April 26th as we explore how to leverage AI and analytics to accelerate, innovate and elevate customer service.
We look forward to seeing you!
8:00 a.m. - 9:00 a.m.
Check-In and Breakfast
9:00 a.m. - 9:10 a.m.
Speaker: Keith De Abreu, General Manager, Collaboration Solutions, Cisco Canada
9:10 a.m. - 10:00 a.m.
Transforming Customer Experience
Speaker: Adam Champy, Senior Product Manager, Interactive AI for Google Cloud, Google
10:00 a.m. - 10:45 a.m.
Cognitive and Collaborative Customer Journeys - Shaping the Future of Customer Experience
Speaker: Chris Featherstone, Director Product Management, Customer Journey Solutions, Cisco
10:45 a.m. - 11:00 a.m.
11:00 a.m. - 11:45 a.m.
What is Success in the Customer Experience Era?
Speaker: Zachary Taylor, Director Global Contact Centre Go to Market, Cisco
11:45 a.m. - 12:30 p.m.
12:30 p.m. - 1:15 p.m.
Cisco Cognitive Customer Journeys
Speaker: Frank Kicenko, Technical Marketing Engineer, Cisco
AI, Bots and Analytics for Smarter Customer Engagements
Speaker: Rob McDougal, CEO, Upstream Works Software
The Modern Approach to IVR Customer Self-Service Powered by AI
Speaker: Paul Tepper, Principal Product Manager AI and Machine Learning, Nuance
1:30 p.m. - 2:15 p.m.
Driving Agent Productivity
Speaker: Celeste Grade, Strategic Partner Manager, Google
From Infinite Data to Informed Operations
Speaker: Johnathan (JD) Horton, Sales Engineer, Teliopti
Using AI and ML for A Proactive, Contextual, Emotional Approach to a Seamless Customer Experience
Speaker: Ashish Koul, CEO, Acqueon
2:15 p.m. - 2:30 p.m.
Speakers: Keith De Abreu, General Manager, Collaboration Solutions, Cisco Canada
Sangeeta Bhatnagar, GTACC Chair
Senior Product Manager, Interactive AI for Google Cloud, Google
Director, Product Management, Customer Journey Solutions, Cisco
Director, Global Contact Centre GTM, Cisco