Pre-Conference Workshops : Tuesday, October 9, 2018

8:00 am - 8:15 am Check-in

8:15 am - 10:15 am WORKSHOP A: Build-a-Bot: Einstein Artificial Intelligence Campfire

Ben Shuey - Lead Solutions Engineer, Salesforce
During today’s Build-a-Bot Campfire event, you’ll be blazing a trail to happy customers and happy agents on the world’s #1 customer service platform. Our Service Cloud trail guides will lead you down a path to faster, smarter customer service.  You’ll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with a live Salesforce chat bot built with Einstein artificial intelligence. Everyone who completes this workshop leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Chatbots that drives agent productivity and customer satisfaction in a whole new way.


Ben Shuey

Lead Solutions Engineer

10:15 am - 10:30 am Check-in

10:30 am - 12:30 pm WORKSHOP B: Professor Customer: Empower Your Customers to Teach You CX Delivery they Crave

Jeff Arnold - Contact Center Operations Lead - Verizon Wireless Sales Chat, Verizon Wireless
Jim Iyoob - Chief Customer Officer, eTech Global Services
Customer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys for customer delight. Have you equipped your customers with the voice they need to teach you the channels in which they want to engage and the journeys they prefer? Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technologies to allow VOC to shine brighter than ever and leverage CX delivery as a catalyst for deeper customer engagement.


Jeff Arnold

Contact Center Operations Lead - Verizon Wireless Sales Chat
Verizon Wireless


Jim Iyoob

Chief Customer Officer
eTech Global Services

12:30 pm - 12:45 pm Check-in

While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this technology for contact centers to support of number of use cases. The opportunities to improve customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also learn about the areas where most clients DO in fact see ROI and what they do to achieve it.


Steve Ruszczyk

EVP of Professional Services & Service Line Head for Speech & Text Analytics
Praxidia, a division of Teleperformance, USA


Brian LaRoche

Marketing Director


Lauretta Campestre

Senior Customer Success Director


Eduardo von Borstel

Senior Solutions Architect

2:45 pm - 3:00 pm Check-in

3:00 pm - 5:00 pm WORKSHOP D: Create Virtual Agents Leveraging Artificial Intelligence

Mitch Mason - Senior Offering Manager, IBM Watson
Delivering world-class service with speed and efficiency in the modern experience economy requires the appropriate tools to be available 24x7x365 for your customers. Due to aging technologies and processes, many contact centers have been left behind when it comes to delivering service to today’s digitally connected, always-on customers. This interactive workshop examines how to approach the use of AI technology to transform antiquated customer contact models into the next generation mentality your customers crave. Walk away equipped with an understanding of what artificial intelligence can do for your customer function.


Mitch Mason

Senior Offering Manager
IBM Watson

5:00 pm - 5:30 pm Workshops Conclude


Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

6:00 pm - 6:00 pm Offsite Welcome Reception: Dogwood Rock Rose

Departure: 6:15 PM
Please make sure you are in the lobby of the Renaissance Austin no later than 6:00pm to start loading the buses to the Dogwood Rock Rose. The busses will depart Dogwood
Rock Rose at 8:30pm. If you wish to stay longer at the Dogwood you are more than welcome to however transportation after 8:30pm will not be provided.