6:30 am - 7:15 am |
Group Fitness Session | HIIT IT! |
8:00 am – 9:00 am |
Breakfast |
8:00 am – 6:00 pm |
Registration & 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 | Solving for CX
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
| LEARN MORE |
11:30 am – 1:00 pm |
General Lunch in the Networking Pavilion |
11:30 am – 1:00 pm |
Women in Technology Luncheon | Continuing to Invest in Change
Moderator: Colleen Sheley, Sr. Director of Marketing
Panelists: Jeanne Bliss, Customer Experience Pioneer
Vicki Herrell, Executive Director, Society of Workforce Planning Professionals
Kelly Burke, Sr. Director of Product Management
Sandra Floyd, President and CEO, OSI
Jennifer Seitz, Workforce Management Executive, Staples |
1:00 pm – 2:00 pm |
Break Out Rotation 1
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - I MP WFO Facilitation Team
Master Program - Path 2 | 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
Featuring Andreas Volmer, Mike Hentges of Waterfield Technologies, Sally Schlarmann of DST Systems, Tomas Odio, and Berny Chavarria of BAC Credomatic
Getting the Most Out of Your Aspect Solution | Outbound Strategies and Best Practices
Featuring Don Hudecek
Industry Insights and Roadmap
| Corporate Social Responsibility and Ethics in the Age of the Customer
Featuring Renee Murphy of Forrester
Technical Deep Dive: Making it Work
| The Evolution of Aspect Via: Introducing the Aspect Via Platform
Featuring David Funck and Kelly Burke
Best Practices | Multichannel Performance Tips and Tricks
Featuring Michael Cavataio
Best Practices | Back Office Forecasting, Scheduling and Tracking/ Intraday Work Assignment Tips and Tricks
Featuring Darin Epling
|
2:00 pm – 2:30 pm |
Networking and Session Transition |
2:05 pm – 2:25 pm |
Finish Line Theatre | Workforce AI: Winning with Occupancy Optimizer
Featuring Jorge Cruz |
2:30 pm – 3:30 pm |
Break Out Rotation 2
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - II
MP WFO Facilitation Team
Master Program - Path 2 | IVR Design Fundamentals for CXP - II
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Partnering with Aspect for Better Forecasting
Featuring Dr. Debra Bentson and Michael Cavataio
Getting the Most Out of your Aspect Solution
| Interactive Quality Management Discussion
Featuring Chrissy Cowell
Industry Insights and Roadmap | Product Directions - Aspect Unified IP, Advanced List Management
Featuring Kelly Burke and Don Hudecek
Industry Insights and Roadmap | Change Management Best Practices
Featuring Chris Lindley of Barclays
Technical Deep Dive: Making it Work
| AI and NLU Powering Intelligent Bots - A Major Leap for Customer Engagement
Featuring Andreas Volmer and David Rastatter
|
3:30 pm – 4:00 pm |
Afternoon Break in the Networking Pavilion |
3:35 pm – 3:55 pm |
Finish Line Theatre | Eliminating Language Barriers: Using Aspect to Reach New Customers and Strengthen Your Business Relationships
Featuring Mauricio Vicente, Executive Vice President of Technology and Sales Operations at Language Services Associates, and Scott Cooper, Executive Director and General Counsel at Language Services Associates |
4:00 pm – 5:00 pm |
Break Out Rotation 3
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - III MP WFO Facilitation Team
Master Program - Path 2 | IVR Design Fundamentals for CXP - III
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | WFM Best Practices Panel
Featuring Vicki Herrell, Julia Bethea of American Airlines, Kary Horsley of Asurion, and Seth Ettwein of Red Cloud Consulting
Getting the Most Out of Your Aspect Solution
| The Journey to Aspect Via - A Customer Story
Featuring Kelly Burke and Sam Gibke of Flagship Credit Acceptance
Industry Insights and Roadmap
| Product Directions - Aspect CXP, Prophecy
Featuring Andreas Volmer, Jonathan Deveraux, and Tommy Fradenburgh
Industry Insights and Roadmap
| How Do You Provide Every Customer with a World-class Experience
Featuring Jess Bound of The DiJulius Group
Technical Deep Dive: Making it Work
| Progress with Workforce AI
Featuring Jorge Cruz |
5:00 pm – 7:00 pm |
Halftime Happy Hour in the Networking Pavillion |
5:05 pm – 5:25 pm |
Finish Line Theatre | 2019 GEM Celebration
2019 Gem Winners with Moderator ASUGA President, Ric Wilson
|
5:35 pm – 5:55 pm |
Finish Line Theatre | Aspect Via on AWS Outposts: Best-of-breed Applications Managed on Your Premise
Featuring Rohan Mathews, Principal Solutions Architect at Amazon Web Services and David Funck, Chief Technology Officer at Aspect Software |
6:05 pm – 6:25 pm |
Finish Line Theatre | Leverage Your Transitions: How Callink Drives Growth
Featuring Marcelo Dutra, Chief Operations Officer, Callink Brasil
|
7:00 pm |
Attendee Free Night (Dinner on your own) |