ACE 2019 Agenda


Please plan to arrive at ACE 2019 on Monday, July 29th by 1:00 pm to take full advantage of the complimentary pre-conference workshops. Attend the ASUGA Meet and Greet at 5:00 pm and the ACE Welcome Reception at 6:00 pm. Plan your departures for Thursday, August 1st after our final closing ceremony. We’ll end at 11:00 am.

Breakout Track Descriptions


Agenda at-a-Glance

Agenda times and speakers subject to change. Please check back often for updates.

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ALL SESSIONS WORKFORCE OPTIMIZATION INTERACTION MANAGEMENT SELF-SERVICE
   
10:00 am – 8:00 pm Registration
1:00 pm – 2:30 pm
Customer Input Forum | Self Service
Kelly Burke and Andreas Volmer
Customer Input Form | Workforce Optimization
Chrissy Cowell, Eric Hagaman, and Andy Baker
3:00 pm – 4:30 pm
Customer Input Form | Interaction Management
Kelly Burke and Andreas Volmer
Customer Input Form | Workforce Optimization
Chrissy Cowell, Eric Hagaman, and Andy Baker
5:00 pm – 6:00 pm ASUGA Meet and Greet
6:00 pm – 8:00 pm Starting Line Welcome Reception | ACE Networking Pavilion
                                     
6:30 am - 7:15 amFitness Session (HIIT) in the Venetian Spa
8:00 am – 9:00 amBreakfast
8:00 am – 6:00 pmRegistration & Information Desk
9:00 am – 9:15 am Opening | Welcome and Remarks
Michael Harris, Chief Marketing Officer
9:15 am – 10:00 am Aspect General Session | The Future of Customer Experience is Customer First!
Patrick Dennis, President and CEO
10:00 am – 10:30 am Morning Break in the Networking Pavilion
10:30 am – 11:30 am ACE Keynote | How to Build Your Customer Driven Growth Engine
Jeanne Bliss, Customer Experience Pioneer
11:30 am – 1:00 pm General Lunch in the Networking Pavilion
11:30 am – 1:00 pm Women in Technology Luncheon
Moderator: Colleen Sheley, Sr. Director of Marketing
Panalist: Jeanne Bliss, Customer Experience Pioneer
Vicki Herrell, Executive Director, Society of Workforce Planning Professionals
Two Additonal panalists to be named 
1:00 pm – 2:00 pm Break Out Rotation 1
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - I
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - I
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Self-Service Engagement Strategies, Best Practices Panel
Andreas Volmer and Customer Speaker
Getting the Most Out of Your Aspect Solution | Outbound Strategies and Best Practices
Don Hudecek and Tyler Hinton
Industry Insights and Roadmap | Corporate Social Responsibility and Ethics in the Age of the Customer
Renee Murphy, Forrester
Technical Deep Dive: Making it Work | The Evolution of Aspect Via: Introducing the Aspect Via Platform
David Funck and Kelly Burke
Best Practices | Multi-Channel Performance/Intraday Work Assignment Tips and Tricks
Michael Cavataio
Best Practices | Back Office Forecasting, Scheduling and Tracking Tips and Tricks
Aaron Moorhouse
2:00 pm – 2:30 pmNetworking and Session Transition
2:05 pm – 2:25 pmFinish Line Theatre | A Customer Story - Workforce AI
Jorge Cruz, Aspect
2:30 pm – 3:30 pm Break Out Rotation 2
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - II
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - II
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Customer Story - Forecasting Best Practives with Aspect WFM
Customer Expert, Dr. Debra Bentson
Getting the Most Out of your Aspect Solution | Interactive Quality Management Discussion
Chrissy Cowell
Industry Insights and Roadmap Product Directions - Aspect Unified IP, Advanced List Management
Kelly Burke, Don Hudecek
Technical Deep Dive: Making it Work | AI and NLU powering intelligent bots - a major leap for customer engagement
Andreas Volmer, David Rastatter
3:30 pm – 4:00 pm Networking and Session Transition
4:00 pm – 5:00 pm Break Out Rotation 3
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - III
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - III
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | WFM Best Practices Panel
Panel Moderator: Vicki Herrell - Customer Panel to be Announced
Getting the Most Out of Your Aspect Solution | The Journey to Aspect Via - A Customer Story
Kelly Burke and Customer Speaker
Industry Insights and Roadmap | Product Directions - Aspect CXP, Prophecy
Andreas Volmer, Rick Tirado, and Tommy Fradenburgh
Industry Insights and Roadmap | How do You provide Every Customer with a World-Class Experience
Jess Bound, The DiJulius Group
Technical Deep Dive: Making it Work | Progress with Workforce AI
Jorge Cruz and Customer Speaker
5:00 pm – 7:00 pmHalftime Happy Hour in the Solution Showcase
5:05 pm – 5:25 pmFinish Line Theatre | 2019 GEM Celebration
2019 Gem Winners with Moderator ASUGA President, Ric Wilson
7:00 pm Attendee Free Night (Dinner on your own)
                 
6:30 am – 7:15 amFitness Session (CARDIO) in the Venetian Spa
8:00 am – 9:00 amBreakfast
8:00 am – 6:00 pmRegistration & Information Desk
9:00 am – 9:10 am Welcome Back and Remarks
Michael Harris, Chief Marketing Officer
9:10 am – 10:00 am ANALYST INSIGHTS | Making the Contact Center More Human in a World of Exponential Change
Stephen Loynd, Global Program Director, Frost & Sullivan
10:00 am – 10:30 am Morning Break in the Networking Pavilion
10:30 am – 11:30 am ASPECT PRODUCT ROADMAP | Today's Investements and Future Direction
Michael Harris, Chief Marketing Officer
Pete Levache, VP Product Management
David Funck, CTO
Michael Krodpidlowski, Director Product Marketing
11:30 am – 1:00 am General Lunch in the Networking Pavilion
12:30 am – 12:50 am
Finish Line Theatre | A Customer Story - CRM API's 
Craig Blake, Aspect
1:00 pm – 2:00 pm Break Out Rotation 4
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - IV
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - IV
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Understanding Value of Speech Analytics
Brian LaRoche, Director, Outreach Marketing, CallMiner
Getting the Most Out of Your Aspect Solution | Innovative Real-World CXP Application Case Studies
Jason Domsky, Microautomation, Andreas Volmer and David Rastatter
Industry Insights and Roadmap | Outbound Compliance Trends (Panel)
Don Hudecek, Tyler Hinton, and Spencer Demetros
Technical Deep Dive: Making it Work | A Day in the Life at the Contact Center
Chrissy Cowell, Director Product Management
2:00 pm – 2:30 pm Networking and Session Transition
2:30 pm – 3:30 pm Break Out Rotation 5
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - V
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - V
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | WFM Best Practices Panel (repeat session)
Panel Moderator: Vicki Herrell - Customer Panel to be Announced
Getting the Most Out of Your Aspect Solution | Aspect Unified IP and Advanced List Management - A Customer Story
Kelly Burke, Don Hudecek and Customer Speaker
Industry Insights and Roadmap | Product Directions - Aspect Performance Management and Quality Management
Chrissy Cowell and Andy Baker
Technical Deep Dive: Making it Work | Mind the Gap: Bridging the Customer Experience Across Channels
Andreas Volmer, Craig Blake, and Ray Thralls
3:30 pm – 4:00 pm Networking and Session Transition
4:00 pm – 5:00 pm Break Out Rotation 6
Master Program | Understanding Forecasting Parameters in Aspect Workforce Management - VI
MP WFO Facilitation Team
Master Program | IVR Design Fundamentals for CXP - VI
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Proactive Engagement, Stay Out Front and Connected with Your Customers
Michael Kropidlowski and Tyler Hinton
Industry Insights and Roadmap | Product Directions - WFM
Eric Hagaman, Senior Product Manager
Technical Deep Dive: Making it Work | Hands-On Review of Speech Analytics
Mary Ward, Senior Sales Consultant, Aspect
6:30 pm – 10:30 pmCustomer Party at Top Golf
                   
6:30 am – 7:15 amFitness Session (DETOX YOGA FLOW) in the Venetian Spa
8:00 am – 9:00 amBreakfast
7:30 am – 10:30 amRegistration & Information Desk
9:00 am – 10:30 amACE Closing Ceremony | Key Takaways, Customer and Partner Awards, Sponsor Giveaways
Colleen Sheley, Sr Director of Marketing
10:30 amFinish and Departures

The Breakout Tracks

The Aspect Master Program (NEW)

Ideal for: Supervisors, Team Leads, Analysts and Partners

Transform your career! Become an expert on the solution you use every day with our Aspect Master’s Program. We’re introducing the WFM Volume Forecasting Specialist Master Program (a $750 value) at ACE 2019. All attendees who complete this program with paid registration will be recognized at the closing keynote and provided with a voucher to be used toward obtaining a Certified Professional Certificate. Space is limited to the first 100 registrants.


Path 1: Understanding Forecasting Parameters in Aspect Workforce Management

Ideal for: WFM Administrators, Forecasters, Analysts, Partners


Path 2: IVR Design Fundamentals for CXP

Ideal for: Developers and Partners

Master Program Course Detail

Getting the Most Out of Your Aspect Solution

Ideal for: Hands-on Administrators, Supervisors, Team Leads and Partners

Best practices, troubleshooting, and how-to sessions designed to help improve your understanding of the core functionality of your Aspect solution. Our product experts will provide the tools and techniques to help you improve the overall performance of your system. You’ll walk away with new skills that will help you meet your desired business outcomes.

Industry Insights and Roadmap

Ideal for: Business and Industry Leaders

Acquire knowledge from industry experts and thought leaders. Sink your teeth into topics including the Aspect product roadmap, current trends in the call center and customer experience industry, and breaking trends on the horizon. These sessions are designed to help future-proof your business and set you up for success.

Technical Deep Dive: Making it work

Ideal for: Developers, Analysts, and IT Specialists

The stability and performance of your platform is key to the success of your call center. These sessions will dive deep into the technical side of your business. Our architects and developers will discuss APIs, system security, solution architecture, customizations, integrations and much more.


Share your story at ACE 2019: Call for Speakers

Visit our Call for Speakers page for information on how YOU can join the spotlight as a featured speaker at ACE 2019.