September 05 - 07, 2018
Embassy Suites Milpitas, Milpitas, CA
Joanna Peña-Bickley, Head Of Design, Internet of Things at Amazon
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Joanna Peña-Bickley

Head Of Design, Internet of Things

Check out the incredible speaker line-up to see who will be joining Joanna.

Download The Latest Agenda

Agenda Day 2

Thursday, September 6th, 2018

1:00 PM AUTOMATION ROADMAP: Master Each Step of Building a Successful Automation Strategy

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.

Agenda Day 3

Friday, September 7th, 2018

8:30 AM PANEL DISCUSSION: Leveraging AI for 360 CX Improvement

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