Innovate US 2018 Agenda

Customer Conversations Made SMARTer

May 15-17, 2018

INNOVATE 2018 will take place at The Ritz-Carlton New Orleans.

May 15

5:30pm – 7:00pm | Welcome Reception | Mercier Terrace (14th Floor)

7:00pm – 9:00pm | Dinner | Various (Please refer to your emailed invitation)

May 16

7:30am – 8:30am | Breakfast | French Quarter Bar

8:30am – 9:00am | Customer Conversations Made SMARTer | Lafayette Ballroom
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!

9:00am – 10:00am | Delivering the Ultimate Customer Experience | Lafayette Ballroom
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 to turn every customer into a loyal evangelist for life! He will share tips for making every interaction and transaction a sincerely meaningful one!

10:00am – 10:15am | Break | Lafayette Foyer

10:15am – 11:00am | Valuing Technology and Personalized Interactions | Lafayette Ballroom
Brad McGeown, SVP at PNC Financial
, shares insight on how his company is putting technology front and center in order to deliver more personalized interactions.

11:00am – 11:30pm | Enabling Smarter Conversations in a Rapidly Evolving Market | Lafayette Ballroom
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.

11:30am – 12:00pm | Realizing the Benefits of Modern, Integrated CCM | Lafayette Ballroom
Migrating from a legacy system to business-driven integrated communications platforms can seem daunting, but when done well, the result can be profound. In this session, Len Servedio with Dearborn National and Pankaj Punjani with Deloitte will discuss business drivers and the combined contributions of Dearborn’s architecture, technology and testing teams, Smart Communications services and Deloitte’s program management, technical leadership and testing teams to deliver a substantial migration in less than six months. The results continue months after implementation.

12:00pm – 1:15pm | Lunch | French Quarter Bar

1:15pm – 2:00pm | Stories from the Trenches: Smart Communications Customer Panel | Lafayette Ballroom
Your customers want to be communicated with, not at. The time is now to make this vision a reality. Smart Communications’ Director of Customer Success 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.

2:00pm – 3:00pm | The Road to SMARTer Conversations | Lafayette Ballroom
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.

3:00pm – 3:15pm | Break | Lafayette Foyer

3:15pm – 4:00pm | Empowerment Talk Tracks
During this session, we offer best practice breakout sessions, with a combination of product-oriented best practices for attendees looking to get the most from the day-to-day use of our solutions, as well as business-focused sessions designed to help you plan for digital transformation and best-in-class customer conversations. Choose a track and then sit back, empower yourself and learn more!

  • Empowerment Track 1: Migrating to the Cloud | LaSalle
    This session features practical, real-world advice for customers wondering how, when and why to transition to the cloud. Mike Brown, Systems Development Manager with Indiana Farm Bureau, will share the story of its successful migration from NOW to cloud-based SmartCOMMTM.
  • Empowerment Track 2: SmartCORR™ for Salesforce: Engaging Customers Can’t Get Any Easier! | Orleans
    SmartCORRTM customer Phil Rowlinson, VP Global Head of Sales Operations with Merrill Corporation will offer insight into how customer communications have been transformed by seamlessly working within and leveraging data from the Salesforce environment.
  • Empowerment Track 3: Bringing it Together: The Conversation Cloud: Custom Ecosystems and View of the Customer | Evangeline
    SmartCORRTM 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 and Amanda McMurray, Database Marketing Specialist with Globus, 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.

4:00pm – 4:10pm | Break | Lafayette Foyer

4:10pm – 4:55pm | The Forecast Calls for Clouds | Lafayette Ballroom
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 | Lafayette Ballroom

6:30pm | Meetup in Fountain Foyer

May 17

7:30am – 8:30am | Breakfast | French Quarter Bar

8:30am – 9:00am | Welcome Back | Lafayette Ballroom
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 | Lafayette Ballroom
Terry Frazier, Research Director for Content Technologies and Document Workflow at 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 | Lafayette Ballroom
This session, featuring 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.

10:15am – 10:30am | Break | Lafayette Foyer

10:30am – 11:15am | Empowerment Tracks

  • 10:30am – 11:15am | Empowerment Track 1: Product Deep Dive: SC17/SC18/Smart Components | LaSalle
    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 | Orleans
    In a Celent survey, half of respondents said that in the next two years, it will be important for 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. Bringing groups together around a more informed view of the customer enables companies to close the loop and deliver incredibly consistent and personally relevant customer communications. In this session, Jason Polson, SVP Group Director with Digitas will highlight how companies and customers can benefit when CCM and marketing technologies work hand-in-hand.
  • 10:30am – 11:15am | Empowerment Track 3: Digital Transformation and Customer Personalization: A Hands On Workshop | Evangeline
    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 | Lafayette Foyer

11:30am – 12:30pm | Smart Labs Roundtables | Lafayette Ballroom
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 | Lafayette Ballroom

12:45pm | Boxed Lunch Pick Up | Lafayette Ballroom

1:00pm – 4:00pm | Training Sessions

Choose from the following topics:
Business User Focus | LaSalle

  • 1:00pm – 1:45pm | Innovation in SmartCOMMTM: Spotlight on Social Adapter and Voice Assistant Integration
  • 2:00pm – 2:45pm | Importing Excel Charts with Ease
  • 3:00pm – 3:45pm | Enhance Productivity in SmartCOMMTM: Spotlight on Smart Search and Reporting

Technical User Focus | Orleans

  • 1:00pm – 1:45pm | Best Practices: Enforce your Corporate Brand via Style Sets and How to Best Use Assembly Rules
  • 2:00pm – 2:45pm | External Content Links and Forms Overlays
  • 3:00pm – 3:45pm | Appliance (VM and Docker) – Install and Best Practices

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