Manchester
Xchange 2018 Roadshow
November 6, 2018
Agenda
9.00 – 10.00
Registration & Networking Breakfast
10.00 – 1.00
Presentations & Panels
1.00 – 2.00
Networking Lunch & Demos
2.00 – 5.30
Presentations & Panels
5.30 – 7.00
Networking drinks in Cloud 23
Speakers
10.00 – 10.30
James Isaacs
President
Welcome to the Experience Economy
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.
10.30 – 11.15
Matt Butler
Senior Channel Development Manager
Understanding and Delivering an Assured Customer Experience
Learn about ANZ New Zealand’s approach to delivering omnichannel customer journeys and steps your organisation can take to be successful in your own omnichannel projects. Matt will also talk about how the bank partnered with Flare Design and Cyara to ensure quality assurance was built into every step of a voice biometrics and speech recognition project to achieve a flawless customer experience.
11.30 – 12.00
Brendan Dykes
Director Product Marketing
Man, Machine and the Customer Experience
AI, machine learning and digital transformation are radically changing the business landscape across marketing, sales and customer service. This digital disruption has created a tough dichotomy for many businesses – how to survive and thrive in this digital age and yet remain human and humane in this brave new technological world. Through real-world examples, Brendan will explore the pitfalls and dangers, critical success factors and solutions, costs and benefits and provide actionable steps that build the foundation for success as a digital business.
12.00 – 12.30
Olaf Steffen
IT Project Manager
How Telefonica has Leveraged Agile and Automated Testing to Accelerate Innovation
Christian Konrad
Delivery Manager CCT
Telefónica is one of the world’s leading telecommunication service providers, operating in 21 countries, employing 120,000 people, and serving over 360 million customers around the globe. In this presentation, Christian and Olaf will share insights from their agile transformation journey and discuss how automated testing has helped speed development and improve quality at Telefonica.
12.30 – 1.00
Anne Marie Forsyth
Chief Executive Officer
The Voice of the Customer is Loud but are you Listening?
In the age of the customer, brands are defined by the experiences they offer. A revolution is on the horizon and innovations such as AI and virtual reality will reshape the customer experience allowing brands to cater for customers who increasingly favour self-service to human interaction. But knowing what customers want and clearly listening to what they are saying can often give conflicting messages. What are the top issues leading brands are concerned with, and what key recommendations do you need to consider for the future?
2.00 – 2.45
Panel Presentation
Transforming Your Development Organisation to Support an Agile World
George Smith
Solution Architect
Amy Hudson
Global Head,
Discovery & Enablement
Matt Butler
Senior Channel
Development Manager
Gene Reynolds
VP of
Business Services
This lively panel discussion will be moderated by George Smith, Solution Architect, and will cover the reasons that transitioning to Agile and DevOps helps businesses respond to the ever-changing demands and requirements put upon them on a continual basis. The emphasis will be on how to get to market faster with high quality to ensure a good CX.
2.45 – 3.30
Martin Hill-Wilson
Customer Service, CX & AI Engagement Strategist
How To Design and Road-Test Successful New Contact Strategies
- The demand for and challenges in giving contact choice to five generations of customers
- Aligning customer and brand agendas (better/cheaper)
- Omnichannel design principles that drive the core game plan for optimising omnichannel with an overview of how that works
- How to design a low risk, design-test-optimise workflow that supports your omnichannel transformation
4.00 – 4.45
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.
4.45 – 5.15
Nick Duggan
General Manager, EMEA
CX Roundtable Discussion
This interactive session will be moderated by Nick Duggan and provides the opportunity to have an open and friendly discussion with other like-minded peers, as well as hearing from industry experts in the room. It is a great way to collaborate on new topics, discuss what works, what’s next and most importantly, what’s required for future success.
Genesys
Blackchair
CCA
infinIT.cx