Category Archives: Monday

Speeding to Success: Quantifying the Customer Experience

Welcome & Opening Keynote – Monday 24 April 
08:45 – 09:45

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Presented by: Gerry McGovern

C101: Conversational Interfaces & the Future of Customer Interaction

Track C: VIRTUAL ASSISTANTS – Monday 24 April 
10:15 – 11:00

Conversational interfaces are quickly becoming an essential component of every service and product. This session presents approaches for emerging UX challenges in its conversational agent platform, the opportunities in the customer interaction space, and the future of conversation agents. Vemuri introduces the Google Assistant, its various surfaces (Google Home, Pixel), and the vision behind it. He then discusses designing for conversational experiences, and how the Assistant allows for omni-channel customer support.

Presented by: Sunil Vemuri

B101: Achieving Digital Transformation Through Intelligent Virtual Assistance

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
10:15 – 11:00

This session describes how to engage and guide clients through digital transformation. What are the costs, security implications, and other special considerations when designing virtual assistants? How can you architect a configurable and reusable virtual assistant pipeline using open source tools and APIs? How can you enhance virtual assistant intelligence with search, recommendation, and semantic technologies? See a live demonstration of an omni-channel digital campsite booking experience. The demo seamlessly moves from the Amazon Echo to a web-based chatbot and then to a mobile phone assistant.

Presented by: Sumeet Vij

A101: Building Cross-Platform Conversational User Experiences

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
10:15 – 11:00

New conversational dialogue platforms are based on state-ofthe- art machine learning and artificial intelligence techniques. The platform learns from examples provided by developers and end-user conversations to continuously improve user experience. These solutions are built across platforms, allowing companies and organizations to instantly expand their reach to new audiences. We also showcase innovative use cases demonstrated from early adopters in this rapidly growing area.

Presented by: Ilya Gelfenbeyn

D101: PANEL: Can You Trust Them?

Track D: NEXT BIG THING – Monday 24 April 
10:15 – 11:00

We examine privacy and ethics for emerging automation. When you accept assistance, whether it be from a banker, mechanic, or fish salesman, there is always an open question of who gains what from the transaction. It is important to assess whose side your automated assistant will take. Military drones and driverless vehicles already participate in life-and-death decisions. Soon, they’ll be joined by social robots providing services such as eldercare and childcare. Should we be concerned?

Presented by: Moshe Yudkowsky, Judith Markowitz, Jordan Cohen, David Attwater

B102: Defining the Digital Customer Journey & Owning the Micro-Moment

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
11:15 – 12:00

This presentation describes how to create a technical framework and vision for customer journeys in an omni-channel environment using IVR, mobile apps, text, and chat-based interactions. It also looks at how to own the micro-moment (defined as the instant when customers determine preferences and make decisions). See real-world examples of how companies deploy the technology, services, solutions, and platforms needed to bring next-generation customer journeys to life with insights attendees can readily apply to their own enterprises.

Presented by: Tara Kelly

C102: Driving Enterprise Success through Conversational Virtual Assistants

Track C: VIRTUAL ASSISTANTS – Monday 24 April 
11:15 – 12:00

In today’s digital age, customers expect immediate and accurate results, even when the request is phrased with natural language. By using artificial intelligence, virtual assistants can not only provide highly accurate responses and carry-out repetitive transactions, but also can change in context and respond accordingly. Conversational chatbot, complex requests today can easily be understood and broken into several steps to create a strong self-service experience

Presented by: Jordi Torras

D102: PANEL: Will Digital Assistants Kill Our (Remaining) Privacy?

Track D: NEXT BIG THING – Monday 24 April 
11:15 – 12:00

As Google Home, Amazon Echo, Apple TV, Jibo, and many more enter our homes, how will people cope with different product lexicons, interaction steps, speaking styles, knowledgebases, and known/unknown capabilities? Will digital butlers become “translators” for sets of commands to the less-gifted devices and have the ability to reassemble the collected information into sentences that are easy for people to understand? Will a more pervasive use of conversational interfaces with digital assistants expose users’ private ideas, intentions, and desires kill the little privacy that people still control?”

Presented by: Roberto Sicconi, Roberto Pieraccini, Reid Coleman