8:00 am to 9:30 am

Registration + Breakfast

8:00 am to 9:30 am

Innovation Showcase

9:30 am to 10:30 am

ANALYST VIEW

The Future of Customer Engagement

Brian Manusama, Research Director, Gartner

10:30 am to 11:30 am

KEYNOTE

Connect More Dots: Digital Transformation That Works

Ashu Roy, CEO, eGain

11:30 am to 12:00 pm

Coffee and Innovation Showcase

12:00 pm to 12:30 pm

CLIENT INNOVATION SHOWCASE - BUPA GLOBAL

Bill Hemstedt, Director of Applications Delivery and Support, Bupa Global

12:30 pm to 1:00 pm

Knowledge+AI in the Contact Center: Run, Change, Transform

1:00 pm to 2:30 pm

Lunch and Innovation Showcase

2:30 pm to 3:00 pm

CLIENT INNOVATION SHOWCASE - TRYG

Peter Erland Nielsen, IT Development Manager, Tryg

3:00 pm to 3:20 pm

Agent Desktop Transformation: From the Phone Age to the Digital Age

3:20 pm to 3:50 pm

CLIENT INNOVATION SHOWCASE - ADLER

Rania Azez, International Customer Service Manager, Adler

3:50 pm to 4:10 pm

Take the Mess Out of Messaging

4:10 pm to 4:30 pm

Virtual Assistant 3.0: Smart, Connected, Everywhere

4:30 pm to 6:00 pm

Cocktail Reception and Innovation Showcase