Xchange 2020 Roadshow – Melbourne

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Xchange 2020 Roadshow - Melbourne map

Xchange 2020 Roadshow – Melbourne

Our Xchange 2020 Roadshow conference in Melbourne is designed to help you succeed in the experience economy by harnessing the power of DevOps and automation and applying them to your CX development initiatives. You’ll hear about topics such as CX innovation, effective testing strategies, Agile and DevOps transformations, and how to monitor and measure your CX. Our rich agenda will include panels, roadmaps, case studies, best practices, and thought leadership. And throughout the conference, you’ll have ample opportunity to network with some of the most forward-thinking CX leaders from across the globe.

Agenda

DATE TO BE ANNOUNCED

7:30 – 9:00
Registration & Networking Breakfast
9:00 – 12:30
Presentations & Panels
12:30 – 13:45
Networking Lunch & Demos
13:45 – 17:30
Presentations & Panels
17:30 – 19:00
Networking & Closing Reception

Agenda

9:00-9:10
Stephen Mitchell

Stephen Mitchell

Introductory Remarks

Stephen Mitchell | ANZ Sales Manager | Cyara

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Stephen Mitchell Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

9:10-9:30
Bonny Malik

Bonny Malik

Leading Change in the Experience Economy

Bonny Malik | Executive Director, Co-Founder | Cyara

Customer Experience has never been more important. In every industry, companies are innovating and transforming the way they deliver convenient, personalized, and amazing experiences to their customers. Bonny Malik will be sharing key trends and how the world’s leading CX Assurance Platform is helping to accelerate and enable this change today and in the future.

Bonny Malik began his career in accounting and finance as a Chartered Accountant with Price Waterhouse Coopers. Prior to that, he was with GlaxoSmithKline in a finance role evaluating new projects. Interests in information technology and management led Bonny to pursue an MBA at Melbourne Business School. After completing his MBA, Bonny worked as a consultant at QAD, helping companies implement ERP systems. Bonny then moved to presales and sales roles at SalesLogix (CRM) and Descartes (supply chain management) where his broad business background helped him partner with customers to achieve success with software.

Bonny enjoys playing rugby and cricket and has an interest in behavioral economics.

9:30-10:00
John Wood

John Wood

Contact Centre Digital Channels – Leveraging AI to Improve CX

John Wood | Virtual Assistant Product Owner | Spark New Zealand

As part of its Digital Adoption strategy, Spark New Zealand introduced chat and a virtual assistant to its customer interaction mix in 2017. In his presentation, John will talk about the successes and challenges of the project, including how they moved 70% of customer contact to digital channels. He will share his insights into how digital adoption requires a company-wide strategic approach, and how to best leverage AI to improve customer experience.

John Wood is the Chatbot Product Owner at Spark New Zealand. He first joined Ventures, Spark’s Research & Development arm, working with the Digital-only customer operations team 4 years ago. He quickly became the subject matter expert on drivers for contact and NPS pain points across multiple brands. John was tasked with the introduction of Lightbox Libby, the first virtual assistant in the Spark ‘Bot’ family. John joined Spark’s mothership as the Virtual Assistant Product Owner in 2018, forming a dedicated squad tasked with enhancing and scaling the virtual assistant on Spark’s consumer website, whilst still retaining responsibility for the existing virtual assistants.

10:00-10:30
Sophie Giesen

Sophie Giesen

Experience as a Service: Delivering true personalisation at scale

Sophie Giesen | Head of Strategic Business Consulting, ANZ | Genesys

Learn about the power of the virtuous cycle of empathy, trust and loyalty and discover how organisations can achieve this through delivering truly personalised customer experiences. This starts by knowing your customers as individuals, not profiles or segments, and leading with empathy throughout every connected moment.

Sophie Giesen has over 16 years’ experience, developing her strong leadership skills with a focus on working with customers across industries to help them achieve their technology, customer experience and employee goals. Prior to joining Genesys, Sophie held senior roles across banking, health, and government sectors, providing her with expert knowledge in these areas. Sophie has achieved results in leadership, coaching, transformation and planning, business and digital process assessment, improving technology adoption, workforce management, employee engagement and aligning the customer experience with strategic objectives.

Passionate about people and technology, Sophie firmly believes understanding and actively focussing on this relationship is vital for simplifying work processes and achieving better outcomes for the organisation and their customers. Sophie is committed to building diversity in the workplace and is mindful of the impact business decisions have on community members. A key issue Sophie is passionate about is gender equality in the workplace, particularly encouraging more women to enter the technology industry.

Sophie works with organisations across a variety of industries to assist in developing and executing on digital and customer engagement strategies. Incorporating service design principles, Sophie reviews existing process frameworks in context of the employee & customer objectives and the technology strategy supporting these. Supporting operational and strategic transformation activity, along with identifying organisational readiness for new technology, Sophie is responsible for developing sustainable solutions for customers, helping drive the right conversations about technology and enabling maximum benefit of the Genesys platforms.

11:00-11:30
Paul Tocatlian

Paul Tocatlian

Gauthier Delmee

Gauthier Delmee

Aleks Tomovski

Aleks Tomovski

Cyara’s Perspective and Stories from the Field

Paul Tocatlian | VP, Engineering | Cyara

Gauthier Delmee | Product Owner | Cyara

Aleks Tomovski | DevOps Manager | Cyara

Digital transformation drives the need for the constant delivery of customer experience capabilities through software development. Companies are increasingly moving to the Agile and DevOps methodologies to rapidly increase their speed of innovation. Paul Tocatlian, VP Engineering, Cyara, will discuss with panelists the unique aspects of CX software, the customer’s perspective in assuring quality, and the complexity of omnichannel customer journeys, that make Agile and DevOps go hand-in-hand with CX software development. Additionally, CX being developed using DevOps has unique needs and an ecosystem of purpose-built solutions are available to increase automation and facilitate the rapid development cycle that DevOps requires.

Paul Tocatalian has a successful track record of delivering innovative and scalable Web and mobile B2C and B2B technology solutions in the cloud, and has built and led high-performance, distributed global teams with an emphasis on agile transformation and organizational effectiveness. During his twenty-year career, Tocatlian has held numerous management and technical positions at companies ranging from very early stage through IPO, and for industry giants such as AT&T Bell Labs, BEA Systems, Minerva Networks, and Global Knowledge. He holds an M.S.E. in computer and information science from the University of Pennsylvania and a B.S. in computer science from the American University in Paris.

Gauthier Delmee has worked in the contact center industry for more than 16 years, across 4 continents. Gauthier works with Cyara’s largest customers to assess and innovate CX development and monitoring capabilities, crafting an immediate and long-term vision for success. Gauthier has worked variously as Technical Lead, Team Lead, Solution Architect, and Principal Consultant in pre-sales and delivery for VIP clients including the four largest national banks in Australia, leading European banks and telcos, government organizations, and Fortune 500 industry leaders such as Telstra. He has extensive experience leading high-impact presentations on software and services to address particular business needs, performing due diligence within customer IT operations to discover opportunities, and developing business cases and streamlining inter-departmental communication.

Aleks Tomovski has 10+ years of Development and Cloud Operations experience in a variety of roles and as part of companies of all sizes. He most recently worked as the VP of Engineering at Pulse iD, a fin-tech startup. Before that, Aleks worked at Wix.com as part of the core team that developed Corvid – Wix’s developer offering. His professional interests include team leadership, architecture, and cloud products.

11:30-12:00
Alex Kocher

Alex Kocher

NAB’s Industrialisation Charter and Moving the Contact Centre to the Cloud

Alex Kocher | Head of Technology, Assisted Channels | NAB

Across the globe, many organizations are looking to move their contact center to the cloud. During this session, you will hear about the journey behind NAB industrialisation charter which drives NAB and BNZ to industrialise their Contact Centre Platforms and establish a group that will deliver on the One NAB and One BNZ Plan priorities. This presentation will cover the migration to Amazon Connect and cover how their move to the cloud is progressing. What’s behind NAB focus on conversational channels and contact centre enablement during this transition, and how they are using the migration as an opportunity to redefine the customer experience, as well as simplify and standardise our technology. The NAB team will discuss the business change management aspect of the program, including the security considerations which needed to be made, all focused on ensuring the Bank’s people are best equipped to leverage the new technology.

Alex Kocher’s biography is coming soon.

12:00-12:30
Geoff Willshire

Geoff Willshire

Cloud/WebRTC Thought Leadership

Geoff Willshire | Chief Innovation Officer | Cyara

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Geoff Willshire leads the formulation of strategies and new technologies to develop new capabilities, and works closely with the product management, marketing, and sales organizations. Geoff’s career has been focused on developing innovative new software products for the contact center market.

Geoff’s experience bridging mainstream software development and the highly tailored mission of professional services allows him to design and deliver creative and high-performing new products driven by dynamic market requirements. Previously, Geoff was with Genesys for 13 years, where he held key development roles across the company and led the software development group in providing uniquely tailored solutions for customers adapting Genesys to their specific needs. He was also lead developer at HP in their telephony integration software business.

13:45-14:00
Go Girls Foundation

Go Girls Foundation

Cyara is proud to support the work of the GoGirls Foundation, a Melbourne charity that helps vulnerable women through a number of programs. You’ll learn how you can help women re-enter the work force and gain productive and sustainable employment through the organisation’s Step Up and Go Program.

14:00-14:30
Daniel Tuffery

Daniel Tuffery

David Inglis

David Inglis

Red Energy – Adapting to Market and Regulatory Changes and their impact on CX

Daniel Tuffery | Programme Manager – Red Energy, Lumo Energy and Direct Connect | Red Energy

David Inglis | ANZ Principal Solutions Architect | Cyara

Red Energy has a commitment to delivering outstanding customer experiences. As customer expectations change, so does Red Energy’s customer experience. At the same time, as a utilities company, Red Energy has had to adapt to new regulatory requirements. To meet this ongoing need for innovation and change, Red Energy has transformed the way they manage their CX technology stack. And more changes are underway as Red Energy embarks upon their journey to deploy integrated omnichannel customer journeys. During this session, you’ll hear how Red Energy has managed all this change, and how automated testing has helped make them successful in executing on new requirements.

Daniel Tuffery is accountable for the delivery of the Enterprise-wide initiatives for the Retail group managed via the Retail Project Office. Recent highlights for the Retail group includes the integration of the Retails brands onto a common application platform, leveraging the Genesys product suite, thereby establishing a multibranded operating model to enhance the end to end Customer experience. Responsible for the initial Genesys Transformation programme for Red Energy in 2012 adopting inbound, outbound, multimedia and WFM capabilities.

David Inglis is a CX Assurance Specialist and Solution Architect for the APAC, Australia, and New Zealand regions. He has experience consulting with customers to help design, build, test, and implement contact center technology. He has 10+ years of technical consulting experience in the telecommunications industry. David has a passion for the cloud and the opportunities it presents for the contact center industry.

15:00-15:30
Mike Monegan

Mike Monegan

Cyara Roadmap

Mike Monegan | VP Product Management | Cyara

Cyara’s investments in product breadth, depth and ease of use are planned for the year ahead. Join this session and hear about Cyara’s roadmap objectives for the coming year, including DevOps integrations, agent simulation for cloud-based contact centers, data analytics, design-driven testing and test data management. Mike will also describe Cyara’s approach to some new exciting areas, such as chatbots assurance and NL IVR conversational testing.

As Vice President of Product Management, Mike Monegan leads a global team that drives product strategy, actively seeks customer input, and facilitates the prioritization process for Cyara’s engineering investments. He is a 25-year veteran of technology and leadership roles. Prior to Cyara, Mike was VP Applications, leading the global application design and development functions at [24]7, where he oversaw increasingly sophisticated customer service speech and web applications for a wide variety of industries. Prior to helping make [24]7 the leader in multimodal customer service applications, Mike held positions at Voxify, NeXT, Apple, Symantec, and HP. Mike holds both a BS and MS in Computer Science from MIT.

16:00-16:30
Steve Nuttall

Steve Nuttall

Cloud Migration Study and Findings

Dr. Steve Nuttall | Director of CX Research | Fifth Quadrant

Details on Fifth Quadrant’s cloud migration is coming soon.

Dr. Steve Nuttall heads up Fifth Quadrant’s customer experience research and insights team. He has more than 25 years working in various senior roles advising blue chip organisations and agencies across Europe, Asia and Australia. Steve looks to inspire Customer Experience Professionals to deliver their customer-centric strategies and business performance goals through the design and implementation of voice of customer programs which help to optimise the customer experience. He also partners with leading CX technology vendors to achieve their thought leadership goals by providing essential insights, trends and benchmarking to CX decision makers.

16:30 – 17:15 Keynote
Riccardo Pastò

Riccardo Pastò

The Critical Role of IT in Delivering a Great CX

Riccardo Pastò | Senior Analyst | Forrester

The age of the customer represents a shift in power from institutions to customers. And, as technology is increasingly pivotal in how companies deliver superior customer and employee experiences, IT is being pushed to accelerate the pace of innovation. This requires changes across the business, from the adoption of insights-driven, customer obsessed cultures to agile management and development approaches. Join this session and learn how Australian companies stack up in delivering a great CX, and key CX principles and tools that technology teams must embrace to drive meaningful CX improvement efforts.

Riccardo Pastò serves customer experience (CX) leaders. His research focuses on CX management, customer service, co-creation, and design thinking. Riccardo has over 10 years of experience in Asia Pacific. Prior joining Forrester, he worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on customer experience improvements. At Lenovo, he also drove global postmerger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked with GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence.

17:15-17:30
Stephen Mitchell

Stephen Mitchell

Closing Remarks

Stephen Mitchell | ANZ Sales Manager | Cyara

Presentation Abstract. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Stephen Mitchell SpeakerBio Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

Venue & Location

With an impressive Forbes 5 star rating, Crown Towers sets the benchmark for luxury hotels in Melbourne. Lavishly appointed, this extravagant accommodation, in the heart of the Melbourne’s CBD, delivers impeccable attention to detail and unrivalled customer service.

Crown Hotel environs
Crown Hotel logo
Crown Hotel Conference Centre, Melbourne
Crown Towers lobby, Melbourne

Sponsors

Interested in sponsoring Xchange 2020? Get in touch with us: linda.lyddon@cyara.com