ACE 2018 | AGENDA

Plan to arrive at ACE 2018 on Monday, April 23rd by 11:30 am to take full advantage of the complimentary pre-conference workshops, or in the afternoon so you can attend the ASUGA Meet and Greet at 4:30 pm and the ACE Welcome Reception at 6:00 pm. Plan your departures for Thursday, April 26th in the afternoon. We’ll end at 12:00 pm.

Check back soon for Agenda details!






Agenda at a Glance

                                   
12:00 pm - 1:30 pm Lunch Workshop: Workforce Management 101
12:00 pm - 1:30 pm Lunch Workshop: Quality Management 101
12:00 pm - 1:30 pm Lunch Workshop: Performance Management 101
12:00 pm - 1:30 pm Lunch Workshop: Speech Analytics 101
1:30 pm - 2:30 pm Customer Input Forum: Aspect® CXP
2:30 pm - 3:30 pmCustomer Input Forum: Aspect® Workforce Optimization
3:30 pm - 4:30 pmCustomer Input Forum: Interaction Management
4:30 pm - 5:30 pmASUGA Meet and Greet
6:00 pm - 8:00 pmWelcome Reception and ACE Showcase
                             
5:30 amHashtag: HIIT Total Body Workout
7:00 am - 8:20 amBreakfast
8:30 am - 8:45 am Welcome,
Bob Segert, Executive Chairman, Aspect
8:45 am - 9:30 am Executive Keynote,
Chris Koziol, President, Aspect
9:30 am - 10:25 am Product Update,
Mike Bourke, SVP, Product Management, Aspect; Mike Regan, SVP Research & Development, Aspect, Kelly Burke, Director of Interaction Management, Aspect; Chrissy Cowell, Director of Product Management, WFO, Aspect; Shannon Snider, Director Contact Center Technology, Trupanion; & Adam Veik, Director of Contact Center Solutions, Exeter Financial
10:45 am - 11:30 am Security Panel Discussion,
Moderator: Spence Mallder, CTO, Aspect
Panelists: Steve Beaver, General Counsel, Aspect; Don Devine, Sr Director, Information Security, Aspect; & Bob Cordes, VP, Information Technology, FINRA
11:30 am - 12:00 pm Sponsor Keynote,
Zia Chishti, Founder and CEO, Afiniti
12:00 pm - 1:30 pmLunch & ACE Showcase
12:00 pm - 1:30 pmWomen in Technology Luncheon
1:30 pm - 2:30 pm

Breakout Rotation 1

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Taking Aspect® Workforce Management to the Private Cloud
  •        
  • How Data-Driven Insights Improve the Customer Experience: Understanding the Complete Customer Journey with Engagement Analytics
  •        
  • Emerging Technologies That Will Impact Your Business: Case Study: Using Visual IVR to Reduce Stress for Roadside Assistance
  •        
  • Tips for Making the Most of Your Aspect Products: Kaiser Permanente: Partnering with Aspect for Better Forecasting
  •        
  • Best Practices Across Contact Centers and Industries: How Do You Stack Up? Benchmarking Your Customer Engagement Strategy
  •        
  • Future Directions: Enabling Mobile Scheduling in Your Agent Workforce
2:40 pm - 3:40 pm

Breakout Rotation 2

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Taking Aspect Workforce Management to the Public Cloud
  •        
  • How Data-Driven Insights Improve the Customer Experience: Top 10 Benefits of Speech and Text Analytics
  •        
  • Emerging Technologies That Will Impact Your Business: How Aspect WFM Tools Help Support Aetna’s Common Purpose Culture
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  • Tips for Making the Most of Your Aspect Products: New Approaches to Essential Business Outreach: Debt Collection
  •        
  • Best Practices Across Contact Centers and Industries: Transforming Customer Service Experience
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  • Future Directions: Omni-Channel Self-Service in Aspect Via® CX: Chatbots, In-Queue IVR, and More: What Can I Do Today? What is Coming?
4:10 pm - 5:00 pm

Breakout Rotation 3

     
  • Strategies for Migrating or Expanding Your Contact Center Platform: Transitioning to Aspect Via from On-Premises/Hosted Aspect Products
  •        
  • How Data-Driven Insights Improve the Customer Experience: Painting a Clear Picture of Your Customers
  •        
  • Emerging Technologies That Will Impact Your Business: New Approaches to Essential Business Outreach: Appointment Scheduling
  •        
  • Tips for Making the Most of Your Aspect Products: Unleashing the Power of Speech and Text Analytics
  •        
  • Best Practices Across Contact Centers and Industries: Connectivity Options for Aspect Via
  •        
  • Future Directions: What’s New in the Workforce Optimization Product Roadmap
5:00 pm - 7:00 pmReception in ACE Showcase
                               
5:30 amThe “Aria Hike”
7:00 am - 8:20 amBreakfast
8:30 am - 9:00 am Professional Services in 2018: Focus on Repeatability, Consistency, Quality and Empowering Our Customers,
Brad Scott, SVP, Worldwide Professional Services, Aspect & Colleen Sheley, Sr Director Cloud Services, Aspect
9:00 am - 9:20 am Aspect GEM Awards, Tim Dreyer, Sr Director, Public/Analyst Relations, Aspect
9:20 am - 9:40 am UnionBank’s Digital Transformation, Magz Magbanua, Customer Engagement Group Head, First-Vice President, UnionBank of the Philippine
9:40 am - 10:00 am There’s No AI without IA: Artificial Intelligence Driven Customer Support using Information Architecture and Knowledge Engineering,
Seth Earley, Founder & CEO Earley Information Science
10:00 am - 10:20 am Omni-Channel Self-Service Strategies for the Enterprise,
Chuck Lansford, Tech Strategist, Southwest Airlines
10:20 am - 11:00 am Capitalize on Your Next Generation Customers’ Moments of Truth,
Jenny Sussin, Research Vice President, Social CRM and Customer Experience, Gartner
11:00 am - 11:15 amBreak in ACE Showcase
11:15 am - 12:15 pm

Breakout Rotation 4

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Staying Current on Aspect® Unified IP®: New Releases, New Benefits, New Efficiencies
  •        
  • How Data-Driven Insights Improve the Customer Experience: Using Performance Management to Achieve Your Goals
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  • Emerging Technologies That Will Impact Your Business: Five Major Technology Trends that will Shape the Future of Workforce Optimization
  •        
  • Tips for Making the Most of Your Aspect Products: Agile Scheduling in a New Labor Market
  •        
  • Best Practices Across Contact Centers and Industries: Quality Management Best Practices Panel
  •        
  • Future Directions: Aspect Via®: Future Directions for Engagement and Empowerment
12:15 pm - 1:30 pmLunch & ACE Showcase
1:30 pm - 2:30 pm

Breakout Rotation 5

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: IVR Migrations Made Easy
  •        
  • How Data-Driven Insights Improve the Customer Experience: Would You Care to Try a Chardonnay? Insights from Lidl’s Chatbot Sommelier
  •        
  • Emerging Technologies That Will Impact Your Business: Speech Analytics Best Practices Panel
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  • Tips for Making the Most of Your Aspect Products: OtterBox: Driving a Highly Effective QA Process with New Aspect® Quality Management Features
  •        
  • Best Practices Across Contact Centers and Industries: Workforce Management Scheduling Best Practices Panel
  •        
  • Future Directions: Aspect Unified IP: Preparing for the Future – Cloud Bridging Strategies
2:40 pm - 3:40 pm

Breakout Rotation 6

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Creating One of the World’s Largest Cloud WFM Systems
  •        
  • How Data-Driven Insights Improve the Customer Experience: Creating a Positive Organization/Change your Culture - Change your Performance!
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  • Emerging Technologies That Will Impact Your Business: Workforce AI: The Driverless Contact Center
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  • Tips for Making the Most of Your Aspect Products: Modern Approaches to IVR Applications
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  • Best Practices Across Contact Centers and Industries: Workforce Management Intra-Day Best Practices Panel
  •        
  • Future Directions: What’s Happening in the Contact Center Industry, Saddletree Research
4:00 pm - 4:45 pm Keynote: We Can Do More Than We Think We Can, Joe Gagnon
7:00 pm - 11:00 pmCustomer Party at JEWEL Nightclub, Aria Resort & Casino
           
6:00 amDetox Yoga Flow
7:30 am - 8:50 amBreakfast
9:00 am - 9:25 am ACE Wrap-Up,
Chris Koziol, President, Aspect
9:25 am - 10:00 am ACE Awards & Raffles,
Gwen Braygreen, SVP Aspect Customer Care, Aspect & Tim Dreyer, Sr Director, Public/Analyst Relations, Aspect
10:15 am - 11:05 am

Break Out Rotation 7

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Cloud Readiness Assessment
  •        
  • How Data-Driven Insights Improve the Customer Experience: Tools in the Workforce Optimization Platform that Deliver Data-Driven Decisions
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  • Emerging Technologies That Will Impact Your Business: Case Studies: Real World Chatbots
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  • Tips for Making the Most of Your Aspect Products: Maximize Engagement for Successful Outcomes
  •        
  • Best Practices Across Contact Centers and Industries: Make the Most Out of Every Outreach While Mitigating Risk: Outbound Contact and Regulations
  •        
  • Future Directions: Aspect Customer Advisory Board – We Want You!
11:10 am - 12:00 pm

Break Out Rotation 8

     
           
  • Strategies for Migrating or Expanding Your Contact Center Platform: Migration to the Cloud – Lessons Learned
  •        
  • How Data-Driven Insights Improve the Customer Experience: Training and Best Practices that Drive User Adoption
  •        
  • Emerging Technologies That Will Impact Your Business: Turbocharge Your Agents with Robotic Process Automation
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  • Future Directions: Customer Journeys that Start on Social: New Ways to Provide Cross-Channel Service