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.

Download Agenda | Breakout Track Descriptions | Meet Your Coach


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
Featuring Andreas Volmer and David Rastatter
Customer Input Forum | Workforce Optimization
Featuring Chrissy Cowell, Eric Hagaman, and Andy Baker
3:00 pm – 4:30 pm
Customer Input Forum | Interaction Management
Featuring Kelly Burke, Andreas Volmer, and Don Hudacek
Customer Input Forum | Workforce Optimization
Featuring 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 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)
6:30 am – 7:15 am Group Fitness Session | HIIT Yoga
8:00 am – 9:00 am Breakfast
8:00 am – 6:00 pm Registration & 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 Investments and Future Direction
Michael Harris, Chief Marketing Officer
Pete Levache, VP Product Management
David Funck, Chief Technology Officer
Michael Krodpidlowski, Director Product Marketing
11:30 am – 1:00 pm General Lunch in the Networking Pavilion
12:30 pm – 12:50 pm
Finish Line Theatre | A Customer Story - Integrating Aspect VIA and Salesforce
Featuring Craig Blake, Senior Director of Innovation at Aspect Software
1:00 pm – 2:00 pm Break Out Rotation 4
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - IV
MP WFO Facilitation Team
Master Program - Path 2 | IVR Design Fundamentals for CXP - IV
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | Understanding the Value of Speech Analytics
Featuring Steve Chirokas of Call Miner and and Michael Melancon of Otter Products
Getting the Most Out of Your Aspect Solution | Innovative Real-World CXP Application Case Studies
Featuring Andreas Volmer, David Rastatter, and Jason Domsky of MicroAutomation
Industry Insights and Roadmap | Outbound Compliance Trends
Featuring Don Hudecek, Jason Macres, and Spencer Demetros
Technical Deep Dive: Making it Work | A Day in the Life at the Contact Center
Featuring Nathan Hollman
Industry Insights and Roadmap | Cloud Adoption as the Best Option for New Country Expansion
Featuring Renata Alves Santos of Algar and Alexandre Melo of Algar
2:00 pm – 2:30 pm Networking and Session Transition
2:05 pm – 2:25 pm Finish Line Theatre | PCI Secure Payments for the Contact Center: Solution Archetypes to Solve for Insider PCI Fraud
Featuring Jeff McMains, VP, Business Development at Waterfield Technologies Howard Leary, VP, Solutions Consulting at Waterfield Technologies
2:30 pm – 3:30 pm Break Out Rotation 5
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - V
MP WFO Facilitation Team
Master Program - Path 2 | IVR Design Fundamentals for CXP - V
MP Self Service Facilitation Team
Getting the Most Out of Your Aspect Solution | WFM Best Practices Panel
Featuring Vicki Herrell of SWPP, Gabe Salazar of Dell, Andrew Gilmer of Comcast, Dennis Bradbury of Ring, and Jon Malinowski of Asurion
Getting the Most Out of Your Aspect Solution | Aspect Unified IP and Advanced List Management - A Customer Story
Featuring Kelly Burke, Don Hudecek, Bryan McCloud, and Matthew Phair of Bank of America
Industry Insights and Roadmap | Product Directions - Aspect Performance Management and Quality Management
Featuring Chrissy Cowell and Andy Baker
Technical Deep Dive: Making it Work | Mind the Gap: Bridging the Customer Experience Across Channels
Featuring Andreas Volmer, Craig Blake, and Ray Thralls
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
3:30 pm – 4:00 pm Afternoon Break in the Networking Pavilion
3:35 pm – 3:55 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
4:00 pm – 5:00 pm Break Out Rotation 6
Master Program - Path 1 | Understanding Forecasting Parameters in Aspect Workforce Management - VI
MP WFO Facilitation Team
Master Program - Path 2 | 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
Featuring Michael Kropidlowski
Industry Insights and Roadmap | Product Directions - WFM
Featuring Eric Hagaman
Technical Deep Dive: Making it Work | Hands-On Review of Speech Analytics
Featuring Mary Ward
6:30 pm – 10:30 pm Customer Party at Top Golf
6:30 am – 7:15 am Group Fitness Session | Yoga Blend
8:00 am – 9:00 am Breakfast
7:30 am – 10:30 am Registration & Information Desk
9:00 am – 10:30 am ACE Closing Ceremony
Colleen Sheley, Sr Director of Marketing
10:30 am Finish 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.


MEET YOUR COACH AT ACE 2019


Reserve your complimentary appointment with an Aspect Expert on workforce management, self-service, or interaction management.