STRATEGIC BRIEFINGS AND SPEAKERS

The Road to Resiliency: Intelligent Enterprises
and the Year to Come

Stephanie Nashawaty, Chief Customer Innovation Officer for North America
SAP

Resilience is defined as the capacity to recover quickly from difficulties or to even emerge stronger from challenging times, but when it comes to businesses, it’s rarely that simple.

For an enterprise to have true resilience, it must always focus on customer and employee experiences. That entails having the right information and analysis immediately accessible to make decisions in times of change, both good and bad, to impact those experiences. When organizations have the ability to listen to both the people and the data, they break down organizational silos and can truly become Intelligent Enterprises.

In this session, SAP's Chief Customer Innovation Officer for North America, Stephanie Nashawaty, will share the insights her organization has gleaned from helping companies along the road to recovery, including industry trends with broad reaching implications and the critical role that data and technology play in building resiliency.

From Chaos to Clarity:
Gaining Visibility and Control in Your Distributed Workforce

Egon Rinderer, Global Vice President of Technology and Federal Chief Technology Officer, Tanium

2020 has quickly forced the way organizations now work - rapidly and radically transforming the state of IT. Distributed workforces revealed a hard truth: many organizations have critical visibility gaps and are operating from a lower maturity level in their endpoint security and response capabilities that are challenging even the most secure enterprises.

A recent survey revealed that:

• 90% of CXOs reported an increase in cyberattacks since the world stayed home.
• 47% of IT leaders plan to improve patch processes
• The #1 concern among IT leaders is identifying remote endpoints

So, how do you prepare for what lies ahead when you’re in the midst of playing catch-up? To address this transformation, organizations up-ended their traditional IT infrastructure and adopted decentralized networks, cloud-based services and widespread usage of employees’ personal devices.

During Tanium’s session, Egon will share use cases around gaining visibility and control in a distributed workforce operating environment.

Simplified Automation Architecture for Rapid IT Project and Service Delivery

Tim Curless, Chief Architect – DevOps
AHEAD

In many enterprises, project sprawl, hand-off issues and a lack of visibility can create delays lasting 20, 30 or even 40 days to get an environment ready to launch/develop and deliver essential IT software and services. And when teams try to eliminate these roadblocks, they often have to do so within silos.

AHEAD’s Automation Hub empowers teams with a modern, simplified automation architecture that allows them to manage services, release software efficiently and ultimately serve internal audiences more effectively through improved project visibility. It does this across placement areas including IoT, the edge, on-premise, public cloud, SaaS and beyond.

Learn how with a focus on platforms as a foundation, the automation hub can connect your various locations to new technologies, APIs and best practice tactics, always with a focus towards applications and data.

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.

Reset: Managing Risk and Resiliency in Your Supply Chain

Bill Byrkit, Principal
WMEP

As a result of the global pandemic, 75% of U.S. businesses have reported supply chain disruptions. This has caused production shutdowns, temporary or permanent business shutdowns, shortfalls, outages and an increased reliance on a remote workforce to stabilize their supply chain.

The ability to manage supply chain uncertainty and risk is more critical than ever. New realities call for increased supplier transparency, greater collaboration and an ability to pivot, while continuously improving skills and processes in procurement and supply chain. 93% of the global supply chain leaders are planning to increase their resilience in the next 12 months.

In this timely webinar, join supply chain, sourcing leader William Byrkit as he shares how to:

• Use key indicators to mitigate and manage the Supply Chain Risk
• Navigate through the disruption focusing on “run the business” activities
• Provide the most immediate impact on the end-to-end supply chain stabilization

Contact Center Digitalization For the Pandemic Era and Beyond

Sam Hahn, Technology Evangelist
eGain

COVID-19 has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally. While this had always been the case with millennials and Gen Z, COVID-19 has forced older demographics, who are even more concerned about virus exposure, to go digital, when it comes to interacting with businesses. The same old limited digital service capabilities do not cut it in this new environment.

What are the new digital requirements for contact centers? How are leading companies leveraging digital to scale customer service cost-effectively? Learn the answers to these questions and more in this session.

Step-By-Step to Award Winning
AI-Powered CX

Tiffany Anderson, Director CX Process/Initiatives Purchasing Power
and Brian Morin, CMO, SmartAction

Hear from a multi-billion dollar eCommerce retailer who recently won “Excellence in Self-Service” from Frost & Sullivan as well as the Stevie Award for “Best Return on Customer Service Investment” about their step-by-step journey with AI-powered virtual agents from “Press 1” to “How Can I Help You Today?” Also joining is SmartAction who operates conversational AI for more than 100 brands including some of the most iconic brands in the world.

Key takeaways for attendees of this session will include:

• Understand the complexities to a great conversational AI experience
• How to mitigate risk to the CX and bottom line for a successful rollout
• Insights to typical pitfalls that can be easily avoided

Extensibility Is Key: Snap-on + Zendesk on Unlocking the Right Tools To Find the Perfect Fit

Mike Mathison, Commercial Account Executive, Zendesk and Jason McCann, IT Support Supervisor, Snap-on

Hear how Snap-on, the #1 professional tool brand in the world is utilizing the Zendesk tools to stay on the forefront of the ever-evolving customer experience.

When Snap-on initially implemented Zendesk as their customer service software, the team was on legacy systems, needing to get off and consolidate everything into one place quickly in order to ensure they could ramp up agents for faster time to value. At the same time, there was confusion amongst the support agents - where should they be submitting tickets in order to ensure they were being escalated appropriately? In this briefing, you’ll hear how Jason built custom integration apps so that agents could see key data need to perform escalations. Hear about how they extended Zendesk even further, building custom queueboards, round robin, and UPS tracking apps to eliminate complexity and allow agents to work harmoniously without a breakdown in communications.

Key takeaways from this session include:

• The power in having the freedom to build something custom if the right tools don’t already exist
• How to begin the process of building a custom app to connect to other internal systems
• How to build the best customer experiences, starting with your own internal teams

Rise of the Data Cloud

Kent Graziano, Chief Technical Evangelist
Snowflake

Every company in the world struggles with how to take the vast quantities of data and turn it into insight, quickly. Despite massive investments in technology and people, and consensus that data is a company’s key strategic asset, it’s something that even the world’s most innovative companies have not solved. The last couple decades have seen a massive migration to the cloud. Companies have made large strides in efficiently storing and processing massive amounts of data thanks to the emergence of the infrastructure clouds. But even with these innovations, companies continue to struggle with their old nemesis – data silos. How do we solve that problem? How can we make it easier for everyone to get seamless, governed access to all the data they need?

Enter the Data Cloud - a new cloud that creates frictionless but governed access to the world’s data. This talk will introduce you to the Data Cloud, how it works, and the problems it solves for companies across the globe and across industries.

Guarding Healthcare Networks Against Encrypted Threats

Martyn Crew, Director, Solutions Marketing
Gigamon

The old cliché “you can’t protect against what you can’t see” holds as true for cybersecurity as for physical security. That’s why Gigamon designed the Gigamon Visibility and Analytics Fabric from the ground up to ensure that organizations’ InfoSec and SecOps teams have full visibility and access to the information-in-motion on their physical, virtual and cloud networks. In this session, Martyn will discuss how Gigamon’s approach to visibility and SSL/TLS decryption are critical to guarding against encrypted threats.