Xchange 2018 Roadshow Hartford

Hartford

Xchange 2018 Roadshow
November 14, 2018

Agenda

8:00am – 9:00am

Registration & Networking Breakfast

9:00am – 12:30pm

Presentations & Panels

12:30pm – 1:30pm

Networking Lunch & Demos

1:30pm – 5:00pm

Presentations & Panels

5:00pm – 7:00pm

Networking, Demos & Happy Hour

Full agenda coming soon

Speakers

9:00-9:30

James Isaacs

President

CX Transformation with Assurance

12 years ago, Cyara was founded to help companies ensure that they were delivering great CX each and every time. This has never been more relevant. Consumers are expecting experiences that are personalized, convenient, and right every time. As a result, digital transformation is a key initiative in many boardrooms. Your CX is the front door to your company. What does it take to succeed in digitally transforming your CX? It requires businesses to accelerate their pace of innovation, while also assuring the highest quality. This is where CX meets DevOps.

9:30-10:00

Robert Sullivan

Senior Director Network Engineering and Infrastructure

Testing Omnichannel Journeys — Phone, SMS, and Visual IVRs

Agero is a leading provider of driving solutions, including roadside assistance, accident management, consumer affairs and telematics. Join this session and learn about the innovative journey, spanning phone, SMS and a visual IVR, that Agero has designed for their mobile callers in high stress situations. Learn how Agero uses Cyara to test this customer journey holistically, and assure that they are able to consistently deliver a customer experience that addresses the customers complex need under the most trying of circumstances.

10:00-10:45

Panel

Business Impact of CX Assurance

There are many ways testing and monitoring your CX systems can improve business outcomes — by reducing rework, and improving customer experience. Amy Hudson leads this lively discussion as representatives from Cigna, DecisivEDGE, and Travelers about the top ways in which they have gained value from the Cyara CX Assurance Platform.

11:15-12:00

Panel

Applying DevOps Automation to Call Center Infrastructure

Chad Hendren Lead
Domain Consulting

Jarrod Neven Director

Jason Owen CEO

Geoff Willshire Chief Innovation
Officer

Integrity of the Customer Experience (CX) in the holistic sense includes Change Management policies and practices that minimize risks and downtime during those increasingly frequent changes and upgrades. The philosophies surrounding DevOps automation can pay big dividends here, but need to be applied to every major component of the infrastructure delivering the CX. This panel assembles two of the Contact Center industry’s experts in automating the best practices of Configuration Management and, naturally, leveraging Cyara’s test automation to ensure each step in Contact Center evolution is done with the highest possible integrity.

12:00-12:30

Fireside Chat

Anil Ravula

Staff Vice President

Anthem’s Journey on the Road to DevOps

Join Amy Hudson as she re-connects with Anil Ravula on his Agile and DevOps ongoing transformation at Anthem. They’ll discuss progress since their last discussion at Cyara Xchange in March 2018 and how he has since deployed DevOps across Anthem’s Contact Center to improve release agility, drive CI/CD, and improve overall CX quality. Anil will share insight into the challenges and hurdles he worked to overcome at Anthem and what’s next as the journey continues!

1:30-2:00

Charlie Godfrey

Director, Strategic Business Consulting

Creating Your AI Partnership for Optimizing Customer and Employee Experience

There is quite a bit of hype around AI and machine learning these days. Business leaders today are finding that they can drive better business outcomes more effectively and efficiently by leveraging AI and machine learning. But at times it can feel overwhelming. Join Charlie to learn how to improve customer journeys through proactive engagement and guided self-service. And how these journeys are bests delivered through a blend of AI and human resources.

2:15-2:45

Beverly McIntosh

President, Managing Partner

A Point of View vs. Data-Driven Insights

Are 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.”

2:45-3:15

Meena Vishnampet

Sr. Director of PSG

Eliminate UAT Surprises with Early App Prototyping

In the age of intent, consumers are shifting from channel centric engagement to intent driven engagement, blending experiences across all channels. Key to making this CX vision a reality, are crystal clear app requirements. Join us to find out how [24]7.ai is leveraging the power of Cyara’s CX Models to document the design of Omni channel Bots, and automate the generation of test cases. With clear requirements, and test cases at the ready, [24]7.ai is able to develop and test early prototypes, enabling customers to visually experience the application before full code development, leading to fewer surprises at UAT. With a clear, common understanding of the app design [24]7.ai can accelerate application development and significantly improve quality through comprehensive automated test coverage and reverse engineered design.

[24]7.ai is a software and services company that uses artificial intelligence and machine learning to dramatically improve customer experience.

3:45-4:30

Geoff Willshire

Chief Innovation Officer

The Road Ahead for Cyara Products

Come learn about the strategic direction for the Cyara CX Assurance Platform. Over the coming year, we will bring to fruition exciting innovations in areas such as CX Models, integration with DevOps tools, Incident Management, Test Data Management, and Conversational Testing for ChatBots, Assistants and NLU IVRs. Whether you are relatively new to Cyara or a hands-on veteran, you will learn how our innovations will continue to fuel your ability to accelerate innovation and deliver a flawless CX.

Additional speakers will be announced shortly

Registration

Registration is complimentary for Cyara Xchange 2018 Roadshow Hartford and includes all presentations, meals and closing drinks.

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[/raw] Note: Conference registration fee does not include hotel accommodations.

Venue & Location

Join the Cyara team and CX thought leaders at the luxurious, Marriott Downtown Hartford hotel. Located in the Front Street District of Hartford, the hotel overlooks the Connecticut River and is interconnected with the Connecticut Convention Center. This magnificent hotel has been attracting business and leisure travelers alike since 2005. It’s conveniently located with 15 miles of Bradley International Airport (BDL). Driving instructions are equally simple – from I-91 North and South, take capitol area exit (29A) to the first exit on right (Columbus Blvd.) At the light at the end of the exit, turn right onto Columbus Blvd. The hotel is on the right.

Networking and Happy Hour

Our day concludes with a happy hour where you’ll network with our guest speakers, CX thought leaders and the entire Cyara team. Even if you can’t leave your office early, don’t miss our happy hour.