Registration – 2:00 to 5:00Join us on the Theater Level to pick up your badge. It’s just one escalator ride down from the lobby.
Cyara Ideathon – 3:00 to 5:00, Orpheum
Welcome Reception – 6:00 to 8:00, 36th Floor
CX Transformation with Assurance
Alok Kulkarni | CEO and Co-FounderWelcome to the inaugural Cyara Xchange conference. Twelve years ago, Cyara was founded with the vision to help companies 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. Learn how digital transformation, innovative customer journeys, and new industry trends have been embraced by some of the world’s leading CX companies.
CX Meets AI in an Omnichannel World
Tom Fejes | Chief EngineerIt’s no secret that AI holds a lot of promise in the CX space across voice and digital channels. In his presentation, Tom will explore the possibilities of AI from a Cyara perspective, from the coming age of chatbots, ‘testing AI with AI’, and the evolution beyond scripting. He will also examine the potential pitfalls of AI along the way.
Enabling Digital Transformation for World-Class Retail
Joe Timem | VP Credit SystemsJoin Alok Kulkarni as he discusses with Joe Timem the challenges and hurdles he overcame at Macy’s to ensure the customer experience they designed was delivered. Macy’s complicated interworkings needed to be working throughout the holiday season, starting with Black Friday.
Shift Left: Driving Quality Earlier in Development Lifecycle
Steve Hares Director of Quality Engineering
Chris Labonne Solutions Engineer
CX Assurance is for More than Just your Contact Center Applications
Brent Ludlam Voice Manager, Infrastructure & Services
Elizabeth Magill Sr. Director Product Marketing
How to Get a Quick Start to Monitoring Your CX
Mark Downing Contact Center Telephony Application Management
Andriy Zakharchenko Manager of Solutions Engineering NALA
Best Practices in Automating Functional/Regression Testing
Scott Anderson Senior Team Lead – Quality Assurance & Testing
Sasikanth Kurra Manager, Software Quality Assurance & Release
Matt Schwarz Customer Delivery Manager
Automating IVR Discovery
J.T. Evans Consultant
John Leonardelli Solution Consultant
Performance Testing Best Practices
Pete Dhadwar Sr. Manager, Contact Centre Technology
Chandra Golla Sr. Consultant
Transforming Your Development Organization to Support an Agile World
Anil Ravula Staff Vice President
Mitch Glaser Contact Center System Manager
Mark Remington Vice President of Application Services
Amy Hudson Global Head, Domain Consulting
The Data Behind DevOps: Becoming a High Performer
Dr Nicole Forsgren | CEO and Chief ScientistHow do you become a high performing technology organization? Over the past four years, the State of DevOps Report has shown how high-performing IT teams decisively outperform low-performing peers. The report has also investigated the effects of burnout, culture and employee engagement on organizational performance. Nicole Forsgren shares insights into the key leadership, technical, architectural, and product capabilities that drive these outcomes. She offers highlights uncovered over the last four years from the 23,000+ responses.
Book SigningNicole will be signing copies – all Cyara Xchange 2018 attendees receive a complimentary book – of her newest book co-authored with Jez Humble and Gene Kim, releasing on March 27th. Accelerate is based on four years of groundbreaking research and set out to find a way to measure software delivery performance – and what drives it – using rigorous statistical methods.
Gala DinnerLa Mar Cebicheria Peruana, Pier 1½ The Embarcadero, San Francisco, CA 94105 La Mar San Francisco’s executive chef Victoriano Lopez has always been dedicated to sharing the traditions and cultures of his native country, Peru. A recent homecoming trip through Peru, led him to the creation of beautiful and delicious new dishes that enhance the offerings at what is a favorite dining spot of San Francisco locals. Join us as we take you on a Peruvian extravaganza that starts with pisco sours and includes modern and traditional cebiches to iconic empanadas. The family-style menu throughout the evening will take you on a creative voyage through Peru, showcasing the diverse landscape and ethnicities that make up the country’s culture. Enjoy the waterside view and atmosphere within the historic ferry building. There is truly something for everyone and nobody does Peruvian better than Chef Lopez.
James Isaacs | PresidentStart the second day with an engaging review of the top 10 best practices that we have learned in partnering with hundreds of customers in their journeys to innovate, operationalize, and deliver great CX.
Robots, CX and the Pending Apocalypse
Merijn te Booij | Chief Marketing OfficerArtificial intelligence (AI) is a top discussion item for most business and IT executives because of its potential disruption. For most enterprises, the proliferation of customer engagement channels threatens efforts to provide personalized service. Adding AI to this mix raises critical questions: How will AI advance digital business? To what extent will AI augment the role of humans? To what extent will AI displace humans altogether? How can AI be used to both drive down costs and increase customer loyalty? Or is it just the looming Apocalypse from now, and if so, will it at least be fun?
A Point of View vs. Data Driven Insights
Beverly McIntosh | President, Managing PartnerAre your insights about your CX based on opinion and operational assumptions or hard data? Beyond best practice testing for IVR script accuracy and routing integrity, Cyara monitoring technology provides data on a technical area impacting the customer experience – voice quality. We listen to calls to understand the interaction drivers of customer loyalty, but those drivers are impactful only when our telephony platforms enable clear and effective communications. Join this session to glean customer loyalty insights across diverse industries, shatter a few long-held customer experience biases, and uncover pragmatic steps for improving voice quality and the customer experience. Marshall McLuhan, the Canadian educator, scholar, and visionary said it best: “A point of view can be a dangerous luxury when substituted for insight and understanding.”
The Road Ahead for Cyara Products
Mike Monegan | VP, Product ManagementCome learn about the strategic investments and follow-through refinements Cyara is making in the base platform and its associated add-ons. 2018 is going to bring some exciting innovations in areas such as CX Models, Automating The Automation™, Automated Troubleshooting, Test Data Management, Omnichannel Journey Testing, and Conversational Testing for ChatBots, Assistants and NLU IVRs. Whether you are relatively new to Cyara or a hands-on veteran of the Platform, you will gain perspective on the four major themes that guide the path forward and how you can participate in the process of product refinement and rollout.
Validating Global Routing
Clay Blanton QA Manager
Wayne McMahan Customer Success Engineer
The Value of a Comprehensive CX Assurance Platform
Patrick Fisk Contact Center Telephony Application Manager
Linda Chen Chief Marketing Officer
Managing Omnichannel CX Assurance
Luan Tran CTO, Co-Founder
Mark Ryan Solutions Engineer
Effectively Managing Your Test Data
Gauthier Delmee Domain Consultant