ACE Europe 2019 Agenda


ACE Europe 2019 will kick off on Tuesday 15th October at 8.30am with coffee and registration at the Corinthia Hotel, London. Plan your departures for after 7.30pm that evening after the networking drinks reception.

We can’t wait to see you there!


Agenda at-a-Glance

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

8:00 am – 9:30 am Registration
9:30 am – 9:45 am Opening | Welcome Remarks
Michael Harris, Chief Marketing Officer, Aspect
9:45 am – 10:30 am Keynote Session | Opening General Session, CEO Keynote - Solving for CX
Patrick Dennis, President and CEO, Aspect
10:30 am – 11:00 am Break
11:00 am – 11:45 am Customer Panel | Creative Outcomes by Focusing on CX
11:45 am – 12:15 pm Inside Out Customer Experience
Andrew McMillan, Former Head of Customer Service, John Lewis
12:15 pm – 13:30 pm Lunch | Solutions Showcase and Sponsors
Demo Champions & Sponsors
13:30 pm – 15:30 pm

(Break and rotation to General Session room 15:30 - 15:45)
Track 1
Workforce Optimisation: Improve Productivity, Employee Engagement, and Customer Satisfaction
Michael Harris, Chief Marketing Officer, Aspect
Dave Vernon, Senior Solutions Consultant, Aspect
Phil Anderson, Director, The Forum

The Aspect suite of workforce optimisation applications does it all, and is designed to rapidly and cost effectively adapt to your changing contact centre needs. Aspect are pleased to introduce our new product roadmap and feature discussion, see what’s new in v19.

Phil Anderson, Director, The Forum, will also be joining us to deliver thought leadership and best practice on forecasting confidence to improve understanding and engagement to create greater operational readiness and effectiveness. Plan to attend this session to:
  • Discover how contact centre’s needs for workforce management are changing, and how these changes are shaping Aspect’s product roadmap
  • Learn how to improve your forecasting and certainty of performance
  • How to track and refine your forecasting, including improved contingency modelling
  • Takeaway practical solutions and ideas to apply straight away

Track 2
Contact Centre Suite - Interaction Management: Build Customer Loyalty with Every Positive Interaction
Michael Kropidlowski, Director Product Marketing, Aspect
David Funck, Chief Technology Officer, Aspect

Positive experiences drive customer loyalty and likeliness to recommend. That’s why it’s essential to look at the customer experience across all channels, inbound and outbound, self-service and live-assistance.

Join this session to:
  • Hear about customer experience trends and how Aspect’s best of breed applications help organisations exceed their customers’ expectations
  • Learn about topics such as personalised outbound engagement, omnichannel experiences and agent empowerment
  • Gain insight into Aspect’s product directions for our contact centre suite of best of breed applications

Track 3
Aspect® Engagement Analytics: Gain Valuable Insights to Improve Customer Satisfaction and Operational Efficiency
Mark Lockyer, Senior Sales Director, CallMiner EMEA
Nick Rowe, Customer Success Director, CallMiner UK

Analytics can show substantial economic benefits in dozens of areas in your contact centre. In this session, hear from Aspect strategic technology partner CallMiner, who will discuss innovative ways that companies are using speech analytics technology to extract customer interaction insights for remarkable results.

Plan to attend this session to:
  • Understand how it works with an introduction to Automated (Omni-Channel) Interaction Analytics
  • See Interaction Analytics Platform in action demonstration
  • Find out how customers have applied Interaction Analytics to their Business
  • Discover the transformational value of analytics across your organisation
  • Learn about the best practices in deploying an interaction analytics solutions
  • Hear about process, roles and initial goals in implementing Interaction Analytics
  • Build your own ROI Model
15:45 pm – 16:45 pm Keynote Roadmap | Today’s Investments and Future Direction Product Roadmap
Michael Harris, Chief Marketing Officer, Aspect
David Funck, Chief Technology Officer, Aspect
Michael Kropidlowski, Director Product Marketing, Aspect
16:45 pm – 19:30 pm Drinks reception and canapes
ALL