Customer Conversations Made SMARTer
5:30pm – 7:00pm | Welcome Reception
7:00pm – 9:00pm | Dinner
9:00am – 9:30am | Customer Conversations Made SMARTer
CEO George Wright welcomes attendees to INNOVATE 2018 and sets the stage for an exciting two days of learning how to make customer conversations SMARTer!
9:30am – 10:30am | Delivering the Ultimate Customer Experience
Scott Deming, Consultant, Trainer and Author of Powered by Purpose and The Brand Who Cried Wolf, will pull from his three decades of corporate experience to offer insight into the simple processes companies can implement in order to turn every customer into a loyal evangelist for life! He will share tips for making every interaction and transaction a sincerely meaningful one!
10:30am – 10:45am | Break
10:45am – 11:30am | Valuing Technology and Personalized Interactions
Brad McGeown, SVP @PNC Financial shares insight on how his company is putting technology front and center in order to deliver more personalized interactions.
11:30am – 12:00pm | Enabling Smarter Conversations in a Rapidly Evolving Market
Richard Hart, Chief Strategy Officer for Guidewire, offers a strategic point of view on what insurers are thinking about when it comes to enabling smarter conversations with their customers over the next 5-10 years, and the key initiatives that leaders in complex, regulated industries must focus on to stay competitive in this rapidly evolving marketplace.
12:00pm – 1:00pm | Lunch
1:00pm – 1:45pm | Stories from the Trenches: Smart Communications Customer Panel
Your customers want to be communicated with, not at. The time is now to make this vision a reality. Smart Communications Global Customer Success Manager Ian Harper will lead a panel of customer communications executives from American Express, Aetna and Industrial Alliance to discuss how they are delivering on the promise of more meaningful customer conversations.
1:45pm – 3:00pm | The Road to SMARTer Conversations
In this session Simon Tindal, CTO of Smart Communications and Geoffrey Niven, VP of Product Management, will share upcoming plans for innovative product enhancements designed to deliver more meaningful, multi-channel, interactive customer conversations.
3:00pm – 3:15pm | Break
3:15pm – 4:00pm | Empowerment Track 1:
Migrating to the Cloud
This session features practical, real-world advice for customers wondering how, when and why to transition to the cloud. Smart Communications customer Indiana Farm Bureau will share the story of their successful migration from NOW to cloud-based SmartCOMMTM.
3:15pm – 4:00pm | Empowerment Track 2:
SmartCORR™ for Salesforce: Engaging Customers Can’t Get Any Easier!
SmartCORRTM customer Merrill Corporation will offer insight into how customer communications have been transformed by seamlessly working within and leveraging data from the Salesforce environment.
3:15pm – 4:00pm | Empowerment Track 3:
Bringing it Together: 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, Bob Dunfee, VP of Product Marketing for Smart Communications, will demonstrate how companies can extend their knowledge beyond basic demographics and gather much more valuable data about each individual’s interests, habits, communications preferences and channel of choice.
4:00pm – 4:10pm | Break
4:10pm – 4:55pm | The Forecast Calls for Clouds
Subhasis Mukherjee, CIO for Pekin Insurance and Manny Bedi, IT Director for Pekin Insurance will join Dave Towers, Smart Communications Chief Revenue Officer, for a fireside chat focusing on how Pekin has shifted to a cloud-first technology strategy.
4:55pm – 5:00pm | Close of Day 1
6:00pm – 9:00pm | Reception and Dinner
8:30am – 9:00am | Welcome Back
Jon Stratford, CFO of Smart Communications, welcomes back attendees and sets the stage for day 2.
9:00am – 9:45am | Exceeding Expectations of Digital Customers with Modern Conversations
Terry Frazier, Research Director for Content Technologies and Document Workflow @IDC, will talk about the importance of having conversations (talking with, not at customers), the role CCM solutions play in creating customer loyalty, how analytics can drive intelligent interactions – and the future for CCM as a customer communications hub in the enterprise.
9:45am – 10:15am | Building Smarter Customer Service Outcomes through SmartCORRTM
This session, featuring Smart Communications customer BT, will highlight the benefits of working seamlessly within the Salesforce environment to transform the customer service experience.
10:15am – 10:30am | Break
10:30am – 11:15am | Empowerment Track 1: Product Deep Dive: SC17/SC18/Smart Components
This session will focus on the most recent enhancement to the Smart Communications product portfolio—with particular attention on Smart Components.
10:30am – 11:15am | Empowerment Track 2:
CCM and Marketing Tech: Working Together for the Customer
In a survey conducted by Celent, half of all respondents said that in the next two years, it will be important for their CCM technology to offer the ability for additional business units within their organization to easily consume CCM services, and 62% expressed a need to connect with marketing campaign systems specifically. Bringing groups such as marketing, sales, onboarding, services, and support together around a more informed view of the customer, including collected data and a history of the interactions an enterprise has already had with each one, enables companies to close the loop on conversations and deliver the most consistent and personally relevant customer communications possible. In this session, Jason Polson with Digitas will highlight how companies and customers can benefit when CCM and Marketing tech works hand in hand.
10:30am – 11:15am | Empowerment Track 3:
Digital Transformation and Customer Personalization: A Hands On Workshop
In this hands on workshop, you will get actionable advice for putting into practice all the great tips you’ve learned at INNOVATE 2018.
11:15am – 11:30am | Break
11:30am – 12:30pm | Smart Labs Roundtables
Choose from among the following topics for interactive, roundtable discussion: Product Futures and Feedback, Learn More about Support, Learn More about Professional Services, Learn More about the Customer Community, SMARTer Conversations in Healthcare, SMARTer Conversations in Financial Services, SMARTer Conversations in Insurance, Conversation Cloud, and Benefits of the Cloud.
12:30pm – 12:45pm | Scale Awards and Closing Remarks
12:45pm | Boxed Lunch Pick Up
1:00pm – 4:00pm | Training Sessions
Choose from the following topics: Innovation in SmartCOMM: Spotlight on Social Adapter and Voice Assistant Integration; Best Practices: Enforce your Corporate Brand via Style Sets and How to Best Use Assembly Rules; Enhance Productivity in SmartCOMM: Spotlight on Smart Search and Reporting; Appliance (VM and Docker) – Install and Best Practices; External Content Links and Forms Overlays; and Importing Excel Charts with Ease.