Customer Conversations Made SMARTer
8:30am – 9:30am | Registration and Breakfast
9:30am – 10:00am | Customer Conversations Made SMARTer
CEO James Brown welcomes attendees to INNOVATE 2018 and sets the stage for an exciting day of learning how to make customer conversations SMARTer!
10:00am – 11:00am | Constantly Connected: The Hidden Forces Driving Our Digital Behavior
Digital Anthropologist, Strategist, and The New York Times Best-Selling Author, Rahaf Harfoush will explore how today’s consumers are predisposed to information overload, how technology is changing our relationship with the world, and will pose five key questions businesses can ask when trying to make sense of consumers new constantly connected lives in order to respond most effectively.
11:00am – 11:30am | Networking Break
11:30am – 12:00pm | The Conversation Cloud: Custom Ecosystems and View of the Customer
By assembling customized ecosystems comprised of best-in-breed technologies that address a company’s unique requirements, a tremendous amount of customer data can be collected and applied toward the creation of better conversations. In this session, we will demonstrate how companies can extend their knowledge beyond basic demographics and gather much more valuable data about individual’s interests, habits, communications preferences and channels of choice.
12:00pm – 12:30pm | Building Smarter Customer Service Outcomes through SmartCORRTM
Marc Francis, Principal Sales Enablement Manager at BT, will highlight the benefits of working seamlessly within the Salesforce environment to transform the customer service experience.
12:30pm – 1:30pm | Lunch
1:30pm – 2:15pm | Breakout Sessions
- Migrating to the Cloud
This session features practical, real-world advice for customers wondering how, when and why to transition from NOW to SmartCOMM or from a legacy solution to Smart Communications.
- Product Deep Dive: SC17/SC18/SC19/Smart Components
This session will focus on the most recent enhancement to the Smart Communications product portfolio—with particular attention on Smart Components.
2:15pm – 2:45pm | Networking Break
12:00pm – 12:30pm | The Road to SMARTer Conversations
In this session Simon Tindal, CTO of Smart Communications and Geoffrey Niven, VP of Product Management for Smart Communications, will share upcoming plans for innovative product enhancements designed to deliver more meaningful, multi-channel, interactive customer conversations.
4:00pm – 5:00pm | Stories from the Trenches: Smart Communications Customer Panel
5:00pm – 5:30pm | Closing Remarks
5:30pm – 7:00pm | Networking and Museum Tours