InformationWeek Virtual Summit Attendee Guide

August 30, 2016

During InformationWeek’s live Virtual Summit “How Millennials are Changing the Definition of Customer Care” attendees can:

• Join us for a day of live sessions in

the THEATER • Access RESOURCES and collect

CONTENT like white papers • CHAT LIVE with peers

Program Agenda

12:00pm ET The New Normal: Engaging through Non-Voice Channels

The millennial generation is out to change the world and is fueling the digital revolution. They represent a whole new breed of tech-savvy customers who demand ease, speed, and consistency, no matter how they choose to connect with companies. They are always on, always connected, and juggle an ever evolving arsenal of tools – from mobile phone to social networks. It’s the new normal, and in this presentation we’ll discuss how to successfully engage them on their terms. You will hear:

• Best practices for engaging this generation in the way they want to be communicated to

• How to personalize outreach with proactive campaigns and notifications • Ways to leverage social channels for optimizing customer engagement

Moderator: Eric Bruno, Contributing Editor, InformationWeek Eric Bruno is a contributing editor to InformationWeek with more than 20 years of experience in the information technology community. He is a highly requested moderator and speaker for a variety of conferences and other events on topics spanning the technology spectrum from the desktop to the data center.

Speaker: Melanie Turek, Vice President, research, Frost & Sullivan

As the VP of Research for Enterprise Communications & Collaboration at Frost & Sullivan, Melanie covers a broad range of markets, leveraging long-standing relationships with leading industry participants senior executives and customer organizations. Melanie has more than 20 years experience covering video and web conferencing, social networking, unified communications, voice, IP communications, and instant messaging & presence, as well as a wide range of business software and services. Melanie brings deep technical expertise and in-depth understanding of the ways in which technology can positively impact business processes and performance.

Speaker: Ryan Curtis, Lead Software Engineer, Interactive Intelligence Ryan Curtis is a Lead Software Engineer for Interactive Intelligence working on admin UI, Supportability, and VR. He has been working in internet technologies for over 15 years.

1:30pm ET The Empowered Agent: Millennials as Your CSR

While millennials are demanding simpler and more intuitive ways to connect, they are also rapidly filling the agent role; bringing with them that same need for ease, speed, and consistency that they experience in other facets of their life. And they’re used to having every answer at their fingertips. Introducing the empowered agent. Learn what it takes to ensure increased productivity and service delivery excellence. In this presentation you will hear:

• How to speed up platform deployment and stay ahead of the competition • Deliver consistent service that ensures customer loyalty • Create a more fulfilling experience and improve customer satisfaction

Moderator: Eric Bruno, Contributing Editor, InformationWeek Eric Bruno is a contributing editor to InformationWeek with more than 20 years of experience in the information technology community. He is a highly requested moderator and speaker for a variety of conferences and other events on topics spanning the technology spectrum from the desktop to the data center.

Speaker: Nancy Jamison, Principal Analyst, Frost & Sullivan Functional Expertise: 30+ years of industry experience spanning product marketing and management, market analysis and strategic consulting, with a focus on Contact Center and Speech Technologies. Industry Expertise: 13 years of experience in a major contact center vendor’s product management and marketing department.

Speaker: Chris Neuberger, Principal Product Designer Interactive Intelligence Chris has 15+ years’ experience designing and developing digital products and marketing campaigns for Barnes & Noble, Cisco, and EMC. He leads the user experience team at Interactive Intelligence and is a principal product designer for the PureCloud product suite.

Speaker: Bradley Backhaus, User Interaction & Human Factors Design, Interactive Intelligence Bradley has 20+ years creating digital product & services for global businesses including American Express, the Coca-Cola company, General Electric, Kodak, Nielsen, and Samsung. He is a principal product designer for PureCloud, with a focus on contact center product transformation.

3:00pm ET Do All Technologies Have a “Best-By” Date?

It’s a long held belief about technology – that all good systems and applications must end at some point. But is that how it has to be? Or are things changing? With the introduction of new modern software architectures and practices (the cloud, micro-services, continuous deployment, data science, and more) do customer communications and engagement solutions still need to have a “best-by” date? It’s time to understand the power of the platform’s ability to remove your contact center’s technology expiration date! Join us as guest presenter Art Schoeller, vice president and principal analyst at Forrester Research, and Jack Nichols, senior technical program manager at Interactive Intelligence, discuss:

• The genesis of future-proofing and how it has morphed • Shifts in technology consumption and the use of cloud services • How cloud architecture and micro-service approaches protect your existing technology

investments

Moderator: Eric Bruno, Contributing Editor, InformationWeek Eric Bruno is a contributing editor to InformationWeek with more than 20 years of experience in the information technology community. He is a highly requested moderator and speaker for a variety of conferences and other events on topics spanning the technology spectrum from the desktop to the data center.

Speaker: Art Schoeller, Vice President and Principal Analyst, Forrester Research As vice president and principal analyst at Forrester Research, Art Schoeller supports Application Development & Delivery (AD&D) Professionals who plan, build, and run unified communications and contact center workloads for enterprises. Previous Work Experience: Art Schoeller's 35 years of experience span the computer, communications, and software industries. Art was an early member of the call center product management team at AT&T, helping it establish its early market share gains that led to Avaya being a leader today. He is best known in the contact center industry for his accomplishments with CTI by helping establish standards and solutions to grow the market in its early stages while at AT&T/Lucent. He led the team that partnered with Novell to establish the CSTA standard. This standard continues to this day to be the default CTI interface for contact center and telephony integration applications.

Speaker: Jack Nichols, Sr. Technical Program Manager, Interactive Intelligence Jack Nichols has been working within Interactive Intelligence’s cloud divisions since 2010. He saw the power of PureCloud and started working to evangelize the platform in 2014. Recently Jack has started focusing on growing PureCloud through Interactive’s channel partners. Before that he built the CaaS network operations and technology operations group from the ground up. Prior to joining Interactive Jack ran the global voice, data and security teams supporting 30+ locations for BrightPoint Inc.

All live content from 8/30/16 will become available for On Demand viewing beginning 8/31/16.

Once you’re logged in you will find a community complete with: • Live and on-demand video presentations • Panel sessions via the virtual theater • Resource links, white papers, case studies, demos • Chat and social options to interact with peers and experts.