STRATEGIC BRIEFINGS AND SPEAKERS


Thursday, September 24
10:00–10:20 am
Stephanie Nashawaty SAP

Title

Stephanie Nashawaty, Chief Customer Innovation Officer for North America
SAP

ABSTRACT.

About Stephanie »

Stephanie is an innovative thought-leader with a breadth of experience across a multitude of industries and expertise in both back and front-office solutions. As the Chief Customer Innovation Officer, Stephanie’s team is responsible for delivering a seamless, integrated experience focused on industry expertise, solution engineering and advisory services dedicated to business value realization, with the customer at the epicenter of everything she does.

Stephanie’s career at SAP began in 2016 as Chief Strategist where she’s focused on some of our most significant accounts, including Amazon/AWS, Disney and Lockheed Martin. In April 2019, she was promoted to lead the Strategic Business Development team. She joined SAP from Oracle where she was group vice president of Customer Experience Sales. Prior to Oracle, Stephanie ran Global Sales for IBM’s marketing solutions, a team that was created after their acquisition of Unica Corporation. In this role, she led and integrated the global sales organizations of Unica, Coremetrics, DemandTec and Tealeaf into a single IBM business unit with yearly revenues in excess of $450M. Stephanie also held executive roles at PTC and Pegasystems.

Stephanie is passionate about what’s new and what’s next in tech and serves as an advisor to the Board for a Boston-based AI start-up in the customer experience space, Cogito Corporation. She holds a bachelor’s degree in political science from the University of Vermont, and a Master of Liberal Arts degree from Stanford University. She resides outside of Boston, Massachusetts with her husband, John and her two daughters, Lauren (22) and Daniela (19).


Thursday, September 24
10:00–10:20 am
Tanium

Title

Speaker, Title
Tanium


ABSTRACT NEEDED

About Name »

BIO NEEDED.


Thursday, September 24
10:00–10:20 am
Jake Beyer EDCi

Five Cost Saving Ideas for Contact Centers

Jake Beyer, Director of Customer Care
EDCi


Amazon and Apple have always set the bar high for customer service centers. This year’s 2020 coronavirus pandemic has turned the tables for many businesses, contact centers included. Forward-looking contact centers, both global and local, are using this pandemic as an opportunity to improve customer service. In this briefing, discussion of customer expectations, cost reduction, technology and human interaction are at the forefront. This briefing also includes real-time examples from local customer service centers on how they’re handling business during these unprecedented times.

About Jake »

Jake Beyer brings more than 15 years of customer service and contact center experience to EDCi where he serves as the Director of Customer Care. Jake and his team focus on helping organizations optimize their contact center software and processes. This seamless integration allows for maximum efficiency. EDCi’s numerous innovation and growth awards are a testament to the unique approach that EDCi has used to solve business problems using process and technology. Jake is passionate about technology and invests a great deal of time into keeping his skills current. From complex contact center integrations to optimization and consulting, he understands the vital task of aligning IT with the strategic goals of the business.



Thursday, September 24
10:00–10:20 am
WMEP

TITLE

Marie Mansheim, Senior Consultant – Growth & Strategy Leader
WMEP

Abstract

About Marie »

Bio needed.



Friday, September 25
9:30–9:50 am
AHEAD

Title

Name, Title
AHEAD


ABSTRACT

About Name »

Bio needed.



Friday, September 25
9:30–9:50 am

SmartAction

TITLE

Name, Title, Company and
Brian Morin, CMO, SmartAction



Abstract

About Name and Brian »

Name bio.

Brian Morin is the head of marketing for SmartAction where their obsession with creating incredible customer experiences with conversational AI has made them the top-rated Virtual Customer Assistant solution on Gartner Peer Insights and distinction as “The Leader in AI-Enhanced Self-Service” by Frost & Sullivan.


Friday, September 25
9:30–9:50 am
eGain

Title

Name, Title
eGain


Abstract.

About Name »

Bio needed.


Friday, September 25
9:30–9:50 am

Title

Name, Title
Zendesk


Abstract

About Name »

Bio needed.


The CONFERENCE At a Glance

Your two-day Business Best Practices & Emerging Technologies Conference virtual experience is packed with content:

Thursday, September 24
8:30-9:00 am Registration and Networking
9:00-10:00 am Opening Session and Keynote
10:00-10:35 am Networking & Strategic Briefings
(Strategic Briefings are from 10:00 to 10:20 am)
10:35 am -12:30 pm Track Sessions
12:30-3:00 pm Networking & Master Classes
(Master Classes are from 1:00-3:00 pm)
Friday, September 25
8:30-9:00 am Registration and Networking
9:00-9:30 am Opening Session
9:30-10:00 am Networking & Strategic Briefings
(Strategic Briefings are from 9:30 to 9:50 am)
10:00-11:15 am Track Sessions
11:15 am-12:00 pm Closing Session and Keynote
Happy attendees