AI-E: Accelerate, Innovate - Elevate Customer Experience

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“Information is the oil of the 21st century, and analytics is the combustion engine.”

Peter Sondergaard

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!

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Agenda

8:00 a.m. - 9:00 a.m.

Check-In and Breakfast

9:00 a.m. - 9:10 a.m.

Opening Remarks

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.

Break

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.

Networking Lunch

12:30 p.m. - 1:15 p.m.

Breakouts:

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.

Breakouts:

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.

Closing Remarks

Speakers: Keith De Abreu, General Manager, Collaboration Solutions, Cisco Canada

Sangeeta Bhatnagar, GTACC Chair

Featuring

Adam Champy

Senior Product Manager, Interactive AI for Google Cloud, Google

Chris Featherstone

Director, Product Management, Customer Journey Solutions, Cisco

Zachary Taylor

Director, Global Contact Centre GTM, Cisco

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