Cyara Xchange Roadshow Melbourne

Cyara Xchange Roadshow Melbourne

Melbourne

Xchange 2018 Roadshow

15-16 October

Agenda

15 October

17.00 – 19.00
Welcome Reception

16 October

8.00 – 8.45
Registration & Networking Breakfast
8.45 – 12.35
Presentations & Panels
12.35 – 13.30
Networking Lunch & Demos
13.30 – 17.00
Presentations & Panels
17.00 – 19.00
Networking & Closing Reception

Speakers

8:45-9:15
Alok Kulkarni

Alok Kulkarni

CEO and Co-Founder

CX Transformation with Assurance

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.
Logo Cyara
9:15-10:00
Matt Butler

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.
Logo ANZ Bank
10:00-10:30
Harm Ellens

Harm Ellens

Principal Consultant, Optus Business

From Omnichannel Testing to Digital Experience Assurance

Technology has changed the way we live, play, work and do business. In this presentation, Harm will explore the strategies and real-world examples Optus is adopting to embrace digital disruption and reduce technological complexity while delivering an assured, end to end customer experience.
Logo Optus
11:00-11:45
Michael P. Magbanua

Michael P. Magbanua

First Vice President, Customer Engagement Group Head

UnionBank’s Digital Transformation Journey

Michael P Magbanua is the First Vice President, Customer Engagement Group Head of UnionBank of the Philippines. Prior to moving to UnionBank, he was the President of Price Solutions Philippines Inc., a Subsidiary of Standard Chartered bank. He also served for 16 years as Vice-President of Citibank, N.A. Sales & Distribution Channel Head.
Sponsored by:Logo Sponsored by Aspect
11:45-12:30
Panel Presentation

Transforming Your Development Organisation to Support an Agile World

Gauthier Delmee

Gauthier Delmee
Domain
Consultant

Logo Cyara

Denis Martin

Denis Martin
Scaling, Automation, and
Customer Experience

Logo Commonwealth Bank

Owen Rapose

Owen Rapose
Platform Owner,
Cloud & Infastucture

Logo AGL Energy

Matt Butler

Matt Butler
Senior Channel
Development Manager

Logo ANZ Bank

This lively panel discussion will be moderated by Gauthier Delmee, Domain Consultant, 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.

12:30-12:35
Rita Bottomley and Michelle Jobson.png

Alok Kulkarni and the GoGirls Foundation

Cyara Gives Back

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. Donate now!
Logo GoGirls
1:30-2:00
James Walford

James Walford

Strategic Director – Digital and Innovation

The CX Singularity

As scientists predict a technological singularity, there is a hypothesis that the invention of artificial superintelligence will abruptly trigger runaway technological growth, resulting in unfathomable changes to human civilisation. What about customer experience? If technology is heading for a state of singularity 30 years from now, has CX already reached that level and is it time to let go of the old and introduce the new?
Logo Genesys
2:00-2:30
Denis Martin

Denis Martin

Executive Manager Contact Centre Technology

Scaling, Automation, and Customer Experience

In this presentation, Denis will share best practice approaches the bank has taken to abstracting complexity when implementing automation, and how this abstraction allows team members to implement automation use cases that scale capability and reduce the cost of ownership. Artefacts produced by this approach can be used not only for development, but also in both functional and non-functional testing and through to production, where they can be applied to Customer Experience monitoring. Denis will also also cover off the layers of monitoring – external, internal staff use cases, and technical use cases — as well as base system monitoring that allow the bank to predictively avoid outages and drive the CI/CD pipeline on the drive to continuous deployment.
Logo Commonwealth Bank
2:30-3:15
Mirco Hering

Mirco Hering

APAC DevOps & Agile Practice Lead and Author

DevOps Transformations – The Anti-transformation Transformation

The transformation towards DevOps and Agile is like no transformation undertaken by organisations before. The principles and ideas are different to previous transformations where an “end-state” was to be achieved. We all tend to agree on what a mature state of DevOps looks like, yet so few are able to achieve this when starting from a legacy enterprise organisation. What is holding us back? What traps are set along the transformation path? And how can we avoid those and achieve the goals we are setting for ourselves? Mirco will explore these questions and more on the back of his experience with many large complex enterprise organisations. He will deep dive into the problem but will also provide guidance on how to progress. Automation and customer centricity are key, and Mirco will explore how you can achieve this while addressing common enterprise and technology challenges. It will be a bumpy ride, so strap in.
Logo Accenture
3:45-4:15
Brent Ludlam

Brent Ludlam

Voice Manager, Infrastructure & Services

Closing the Loop to Ensure a Seamless CX

In this presentation, learn about MSD’s transformation to Agile and DevOps and the impact it has had on CX in the organisation’s contact centres.
Logo Ministry of Social Development
4:15-4:45
Geoff Willshire

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.
Logo Cyara
5:15
Mirco Hering Book Signing DevOps for the Modern Enterprise

Book Signing

Mirco will be signing copies — all Cyara Xchange 2018 Roadshow Melbourne receive a complimentary book — of DevOps for the Modern Enterprise, a book that helps companies adopt Agile & DevOps and push through the transformation barriers caused by legacy technology and legacy thinking.
Mirco Hering

Additional speakers will be announced shortly

Registration

Registration for Cyara Xchange 2018 Roadshow Melbourne includes all presentations, meals, and the welcome and closing receptions.

Note: Conference registration fee does not include hotel accommodations.

Venue & Location

Our location, the Sofitel Melbourne on Collins, is a magnificent event space. From the stylish rooms and suites to the stunning 35th floor restaurants and bars with panoramic views, you’ll meet here with some of the brightest minds in CX. Conveniently located in the city centre, Sofitel Melbourne on Collins is close to the iconic Flinders Street Station and 30 minutes from Melbourne Airport.

On 15th October, join us for an experience you’ll never forget – a fabulous networking Welcome Reception on the 35th floor in the West Tower Suite. Your CX knowledge will soar to new heights as you network with the Cyara executive team, guest speakers, and industry thought leaders while enjoying amazing food and beverages.

Sofitel West Tower Suite, Melbourne
Sofitel Fitzroy Ballroom, Melbourne
Sofitel Fitzroy Ballroom, Melbourne
Sofitel Fitzroy Ballroom, Melbourne

Sponsors