Cyara Xchange 2020 Roadshow – Melbourne

Agenda

18 March

7:30 – 8:30
Registration & Networking Breakfast
8:30 – 12:30
Presentations & Panels
12:30 – 13:30
Networking Lunch & Demos
13:30 – 17:15
Presentations & Panels
17:15 – 19:00
Networking & Closing Reception

Presentations

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 experiencs, 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.

Alok Kulkarni

Alok Kulkarni

Leading Change in the Experience Economy

Alok Kulkarni | CEO and 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. Alok Kulkarni 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.

Alok founded Cyara with the vision that an easy-to-use CX Assurance platform could help enterprises be confident that they were delivering great customer experiences each and every time, even in a world with rapidly changing customer expectations and an ever increasingly complex technology ecosystem. Prior to Cyara, he was Director, Solutions Engineering, at Genesys where he led the team that architected contact center solutions for the Asia Pacific market, driving Genesys to the top position in that market. He also held various engineering roles at National Australia Bank, NEC, Lincolne Scott, and Boral Building Technologies.

John Wood

John Wood

Contact Center 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.

Melanie Parker

Melanie Parker

Jump Start Your Success with Test Automation: Best Practices for Early Wins

Melanie Parker | Senior Manager, Telecommunications | Wellcare

You’ve made the investment in Cyara, and now you’re looking to get maximum value as quickly as possible. Join this session and hear how Wellcare was able to save hundreds of hours of time in just the first few months of using Cyara. Wellcare will share lessons learned and best practices from their successful fast start.

Melanie Parker is a Senior Manager, Telecommunications at Wellcare. She directs and leads voice engineering strategies and initiatives through on and offshore resources that support customer service operations. She previously led a team of engineers who supported the backbone network for voice and data. Melanie brings technical and operations expertise with 30 years of experience in the healthcare and telecommunications industries. Melanie held roles at MedWest Health System, Westcare Health System, Verizon, MCI Business, and ATT.

Geoff Willshire

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 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.

9:00-9:30
SpeakerName

SpeakerName

PresentationTitle

SpeakerName | SpeakerTitle | SpeakerCompany

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.

11:00-11:45 Panel Presentation
SpeakerName
SpeakerName
SpeakerName

PanelPresentationTitle

SpeakerName | SpeakerTitle | SpeakerCompany

SpeakerName | SpeakerTitle | SpeakerCompany

SpeakerName | SpeakerTitle | SpeakerCompany

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.

Additional speakers will be announced shortly

Registration

Registration for Cyara Xchange 2020 Roadshow Melbourne includes all presentations, networking, meals and our closing cocktail reception.

Note: Conference registration fee does not include hotel accommodations.

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

Genesys logo