REIMAGINE CX | AGENDA

Plan to arrive at ACE 2016 on Monday, May 9th in the morning to take full advantage of the complimentary pre-conference sessions, or in the afternoon so you can attend the welcome reception that evening.  Plan your departures for Thursday, May 12 in the afternoon. We’ll end at 12:00pm.





Agenda at a Glance

 
11:00 am - 6:00 pm Registration and Information Desk Open!
12:00 pm - 1:30 pm Lunch Workshops
1:30 pm - 2:45 pm Customer Input Forum - Aspect® Unified IP®
2:45 pm - 3:30 pm Customer Input Forum - Workforce Optimization
3:30 pm - 4:30 pm Customer Input Forum - Aspect® CXP, IVR (AVP, Prophecy)
4:30 pm - 5:30 pm ASUGA Meet & Greet
6:00 pm - 8:00 pm Welcome Reception in ACE Showcase
                   
5:30 am - 6:15 am Hashtag: HIIT Total Body Workout
7:30 am - 8:15 am Breakfast
8:15 am - 9:15 am Welcome & CEO Address
Stew Bloom, CEO, Aspect
9:15 am - 9:55 am Reimagine Customer Service Keynote
Joe Gagnon, GM Cloud and Chief Customer Strategy Officer, Aspect
9:55 am - 10:15 amCustomer Story:  Edwardian Hotels London
Michael Mrini, Director of IT
10:15 am - 10:35 amBreak in the ACE Showcase
10:35 am - 10:55 am The Edge of Reality with Special Guest
10:55 am - 11:35 amProduct Update
Jim Freeze, SVP and CMO, Aspect and
Mike Regan, SVP Research & Development, Product Management, Aspect
11:35 am - 12:00 pm Facebook Messenger – Messaging for Better Customer Service
Bryan Hurren, Strategic Partnerships, Facebook
12:00 pm - 12:15 pm Customer Experience Capabilities: Trends from the Aspect Self-Assessment Process
Chris Koziol, President, Aspect
12:20 pm - 1:30 pm Lunch & ACE Showcase
1:30 pm - 2:30 pm Break Out Rotation 1
2:40 pm - 3:40 pm Break Out Rotation 2
3:40 pm - 4:10 pm Break in ACE Showcase
4:10 pm - 5:00 pm Break Out Rotation 3
5:00 pm - 7:00 pm Cocktails in the ACE Showcase
Breakout Rotations will cover:
Call Center, Self-Service, Customer Outreach, WFO (WFM, Quality Management, Performance Management), Reporting and Analytics, Back Office, Cloud Infrastructure and Platforms, Technical Jam Sessions
                   
5:30 am Cloud Crowd 5K Run with Joe
7:30 am - 8:15 am Breakfast
7:30 am - 8:30 amWomen in Technology Breakfast
8:30 am - 9:15 am Bringing it all Together
Ken Ewell, SVP, The COMMUNITY of Aspect Professionals and
Chad Svihel, Head of Global Operations, eBay
9:15 am - 9:30 amCustomer Story: Disney
Mike Guay, Manager, Planning and Labor, Walt Disney Company and
Jamie Torres, Senior Labor Manager, Walt Disney Company
9:30 am - 9:50 amCustomer Story: Hughes Network Systems
Demetric Anamateros, VP North American Customer Service, Hughes Network Systems
9:50 am - 10:10 amCustomer Story: Language Services Associates
Mauricio Vicente, VP and CIO, Language Services Associates
10:10 am - 10:45 am Microsoft Partner Keynote: The Next Generation of Customer Service
Bill Patterson, General Manager Customer Service Solutions, Microsoft
11:15 am - 12:15 pm Break Out Rotation 4
12:20 pm - 1:30 pm Lunch & ACE Showcase
1:30 pm - 2:30 pm Break Out Rotation 5
2:40 pm - 3:30 pm Break Out Rotation 6
4:00 pm - 4:20 pm Delivering Amazing Service; ACC by the Numbers
Gwen Braygreen, Senior Vice President of Aspect® Customer Care
4:20 pm - 5:00 pmGeneral Session Guest Speaker:
The Friendliest Skies: Working From the Heart to Create Unbeatable Customer Care
Captain Denny Flanagan, United Airlines
7:00 pm - 11:00 pm Customer Party at OMNIA, Caesars Palace
Breakout Rotations will cover:
Call Center, Self-Service, Customer Outreach, WFO (WFM, Quality Management, Performance Management), Reporting and Analytics, Back Office, Cloud Infrastructure and Platforms, Technical Jam Sessions
Captain Denny Flanagan
United Airplines Pilot | Wednesday May 11, 4:00PM
As a captain for United Airlines his number one job is to get you safely to your destination.  Realizing the negative expectations of airline travel, he will, when time permits, step out of his environment and engage his customers. It will not be uncommon to see him pushing a wheel chair, speaking with customers or purchasing meals during long delays.  His personal attention to his customers has landed him on the front page of the Wall Street Journal and on the morning shows of ABC, NBC and CBS.

Captain Flanagan retired from the United States Navy and had a fulfilling career. He spent three years with the National Science Foundation in support of Operation Deep Freeze on the Antarctic continent. He flew ski-equipped Lockheed C-130 Hercules and provided logistics for scientific experiments. In future years he flew the Lockheed P-3 Orion whose mission was to maintain surveillance of the Russian submarine fleet, search and rescue of ships in distress in the Atlantic Ocean and locate drug runners in the Gulf of Mexico.
           
6:00 am - 6:45 am Detox Yoga Flow
8:00 am - 9:15 pm Breakfast
9:30 am - 10:15 am ACE Wrap Up and Awards
Chris Koziol, President, Aspect
10:15 am - 11:05 am Break Out Rotation 7
10:15 am - 11:05 amAspect® Customer Care:
Proactive Maintenance Strategies for Your Aspect Solutions
10:15 am - 12:00 pmSWPP Meeting
11:15 am - 12:00 pm Break Out Rotation 8
11:15 am - 12:00 pm Migration Opportunity Roundtable: Planning a Future Path
12:00 pmGrab-N-Go Lunch
Breakout Rotations will cover:
Call Center, Self-Service, Customer Outreach, WFO (WFM, Quality Management, Performance Management), Reporting and Analytics, Back Office, Cloud Infrastructure and Platforms, Technical Jam Sessions