AGENDA
Tuesday, May 12th, 2015 9:30 – 10:45
Registration opens
11:00 – 12:45
Keynotes: Welcome, Mark King, SVP, Europe & Africa, Aspect CEO Address - Everything is Changing: Faster and to a Larger Extent than Anyone Anticipated, Stew Bloom, Chief Executive Officer, Aspect Welcome to Consumer Engagement 20/20, Joe Gagnon, SVP and General Manager Cloud Solutions, Aspect
12:45 – 14:00
Networking Lunch
14:00 – 15:30
Breakout Sessions: 1 Track 01: Consumer Engagement
14:00
The DNA of Consumer Engagement Information and access to it has shifted the scales of power from company to consumer. In our always-on, uberconnected world, today’s consumers are demanding more from the companies they do business with, dictating engagement on their time and on their terms. Join us for discussions of trends, best practices, use cases and actionable takeaways designed to help you improve consumer engagement in this extended session. Speakers • • •
John Batty Peter Littlewood Ian Smith
Track 03: Workforce Optimisation
Track 02: The Future of Cloud
How to ensure trust and confidence in the delivery of Cloud services – guest hosted by the Cloud Industry Forum According to Cloud Industry Forum research, Cloud adoption in the UK is now in excess of 78% and expected to exceed 90% in 2015, but what are the key considerations when planning the journey to the Cloud, whether you’re all in or integrating hybrid solutions. Following an brief introductory presentation highlighting the Cloud trends, Alex Hilton will lead a panel discussion about the state of the Cloud market and the broader industry trends and adoption rates, particularly with a view to where the marketing is moving to. the panel debate will include a distinctive group Cloud experts and business leaders who will present, discuss and debate many of the key considerations for the effective delivery of Cloud services.
The Next Frontier of Workforce Management: Bridging the Gap between the Front and the Back Offices In this session, Colin Whelan and John Bailey, Vice President, Solutions Consulting, eg solutions will conduct an interactive discussion on the importance of the back office to remarkable customer service experiences, and how you can ensure an optimized back office process. Speakers • •
Speaker •
Alex Hilton (CIF) Networking Break (30 min)
Aspect Customer Experience 2015 | May 12-13, 2015
Colin Whelan John Bailey (eg Solutions)
Track 04: Innovation Exchange
Customer Journey Mapping – Capturing Unrealised Opportunities How are your customers traversing your environment? Is your organization taking full advantage of all the modern tools available to make this fundamental change in the way you view your customers? And why does it matter? We are in the midst of a Relationship Revolution where it’s critical to understand customer sentiment at every stage. Are there areas for improvement when transitioning from self-service to a live agent? Are your peer-topeer interactions having the business impact your organization needs to drive the desired results? Aspect’s Customer Journey Mapping doesn’t stop at the current state; we compare where you want to be with the effort it will take to get you there and make recommendations accordingly. Does your organization need to tout “best-in-class”? THE COMMUNITY of Aspect® Professional Services will partner with you on how to get there. This session will define the concept of Journey Mapping by walking through a real-world case study. Speaker •
Jim McPherson
16:00 – 17:30
Breakout Sessions: 2 Track 01: Consumer Engagement The DNA of Consumer Engagement- Session continues Information and access to it has shifted the scales of power from company to consumer. In our alwayson, uber-connected world, today’s consumers are demanding more from the companies they do business with, dictating engagement on their time and on their terms. Join us for discussions of trends, best practices, use cases and actionable takeaways designed to help you improve consumer engagement in this extended session. Speakers • • •
John Batty Peter Littlewood Ian Smith
Track 03: Workforce Optimisation
Track 02: The Future of Cloud
How to ensure trust and confidence in the delivery of Cloud services – guest hosted by the Cloud Industry Forum (repeated session) According to Cloud Industry Forum research, Cloud adoption in the UK is now in excess of 78% and expected to exceed 90% in 2015, but what are the key considerations when planning the journey to the Cloud, whether you’re all in or integrating hybrid solutions. Following an brief introductory presentation highlighting the Cloud trends, Alex Hilton will lead a panel discussion about the state of the Cloud market and the broader industry trends and adoption rates, particularly with a view to where the marketing is moving to. the panel debate will include a distinctive group Cloud experts and business leaders who will present, discuss and debate many of the key considerations for the effective delivery of Cloud. Speaker •
Alex Hilton (CIF)
Track 04: Innovation Exchange
What’s New in Aspect EQ 8.1 WFO?
Unengaged Agents Cannot Provide Great Customer Experiences
Aspect EQ WFO 8.1 is the latest in the series of significant enhancements to the Aspect WFO portfolio. In this session, the Aspect WFO product managers will highlight the key new features in Aspect EQ WFO 8.1 with time for audience Q&A. Speakers
In a very competitive market, retaining highly trained agents is an absolute imperative. Companies are challenged with improving customer satisfaction and loyalty while reducing costs. With agent turnover as high as 70% , meeting these challenges are near impossible. Agents demand modern tools for their own use allowing them to be more empowered. As an example, the use of mobile in managing their schedules, benefits and shift trades are critical for an organization that wants to retain the best. We will discuss the issues faced in managing a modern agent pool and how the right technology can make a big difference in agent engagement levels – leading to higher overall retention. In this workshop THE COMMUNITY of Aspect Professional Services will walk you through a roadmap discussion and offer tangible ways to increase agent engagement for increased productivity and improved customer engagement.
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Colin Whelan Antonia Loizides Mike Bourke
Speaker •
17:30– 18:30
Light Refreshments & Soultions Showcase
18:45 – 19:30
Gala Dinner
19:30
Gala Dinner
Jorge Cruz
Wednesday, May 13th, 2015 8:30
Registration Opens
9:30 - 12:15
Keynotes: Aspect Product Roadmap Update, Mike Bourke, SVP, General Manager, WFO Aspect & Michael Kropidlowski, Senior Product Marketing, Aspect The COMMUNITY of Aspect® Professional Services: Delivering Continued Value While You Run Your Business, Ken Ewell, SVP, Worldwide Professional Services, Aspect CFO Perspective – Contact Centre Economics and the Cloud – Robert Krakauer, Executive Vice President, Chief Financial Officer, Aspect Closing General Session and Prize Draw, Chris Koziol, President and General Manager Interaction Management, Aspect
12:15 - 13:00
Network Lunch followed by private tours of stadium (*)
13:00
Main Conference Closes
13:30 - 16:00
Partner Conference
*Solutions and partner showcase will be open from 8:30-13:00(*) Fancy a peek inside the England team’s dressing room? Sit in the place of your favourite players before finding out how it feels to run out of the players’ tunnel. Walk pitchside around the famous turf and visit the Royal Box, medical room and hospitality suites whilst an expert tour guide talks you through the history of the surroundings. Spaces are limited to the first 50 and will be offered on a first come first served basis so don’t forget to check the box when you register. Aspect Customer Experience 2015 | May 12-13, 2015