Innovate 2017 US

Interact. Empower. Scale.

Date:
Monday, October 2nd – Wednesday, October 4th

Location:
Portfofino Bay Hotel at Universal Studios
Orlando, FL

Monday, October 2nd


6:00pm – 8:00pm  |  Interact Cocktail Reception
Join CEO George Wright and the Smart Communications Leadership team as we welcome customers, partners and guest speakers to INNOVATE 2017.

Tuesday, October 3rd


8:00am – 9:00am  |  Breakfast and Registration

9:00am – 9:30am  |  Welcome to INNOVATE 2017 US
CEO George Wright welcomes attendees to INNOVATE 2017 US and provides a look back on our first year as an independent company that’s 100% dedicated to customer communications management. He will provide insight into the business going forward and preview the exciting day ahead!

9:30am – 10:15am  |  Keynote Session: A View of the Future – Communications as an Innovative Force for Business
Join Michael Rogers as he helps to create a vision for what customer communications will look like in the not-too-distant future. A former futurist in residence for The New York Times and the founder of Newsweek’s Technology column, Michael has also worked as a futurist in sectors ranging from finance, marketing, and healthcare to media, information technology, consumer goods and more. With his real business experience and deep understanding of technology, Michael will share what companies must do to reach and engage customers in an ever-changing digital world.

10:15am – 10:45am  |  Customer Story – Blue Shield California – Leveraging Communications to Provide Service Worthy of our Family and Friends
You won’t want to miss this expert view on how Blue Shield California applies customer communications technology to drive innovation and meet the requirements of their demanding business. Join Jessica Kaufman, Sr. Manager, Blue Shield California, as she shares her story!

10:45am – 11:15am  |  Interaction Break
Our Interaction Lounge will be set up as an always-open area for attendees to hold smaller area for discussions. Demos also will be available during this time.

11:15am – 12:30pm  |  Scaling Product Innovation: A Journey Through Our Roadmap
Chief Technology Officer Simon Tindal, along with Vice President of Product Management Geoffrey Niven will take you on a journey through the CCM solutions landscape. Along the way, he’ll reveal the Smart Communications product vision and outline the roadmap for key innovations recently released, as well as game-changing capabilities you can expect in our upcoming releases. This is a not-to-miss session with a fascinating first-look into the latest breakthroughs in conversation management.

12:30pm – 1:30pm  |  Networking Lunch

1:30pm – 2:15pm  |  Interacting with CIBC – an in-depth customer conversation Join Smart Communications CEO George Wright as he leads an in-depth conversation with Aurel Gross and Raza Jalali from CIBC. This Q&A session is sure to delight as we explore CIBC’s market-leading customer communications journey.

2:15pm – 2:45pm  |  From the Periphery to Prime Time: How AI and Data are Driving the Customer Experience.
Improving the customer experience starts by better understanding the customer, yet our current data analytics can only tell us so much. Jarlath Forde, Vice President at Sapient Consulting, discusses how a customer-first business transformation can only be achieved by shining a spotlight on data and by integrating AI tools to ascertain a deeper level of customer behavior and motivation.

3:00pm – 4:00pm  |  Empowerment Talk Tracks
During this session, we offer 2 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!

  • Track 1: Migrating from NOW to SmartCOMM™
    Build your own roadmap for migration success! Join our Professional Services team as they share practical, real-world advice for customers wondering how, when and why to transition from NOW to SmartCOMM™. You can also take advantage of our special migration offer by attending this session!
  • Track 2: Creating a Center of Excellence for Customer Conversations
    Savvy organizations are consistently improving the way they interact and engage with their customers, and developing a Center of Excellence has quickly become a cornerstone of any enterprise communications strategy. This must attend session is geared toward business practitioners looking to uncover best practices in creating their own Center of Excellence!

4:00pm – 4:30pm  |  Interaction Break
Lounge will be set up as an always-open area for attendees to hold smaller area for discussions. Demos also will be available during this time.

4:30pm – 5:15pm  |  Evolving Customer Communications Strategies – A View from the Experts
It’s no secret that the way we communicate and engage with our customers has changed dramatically, with organizations today requiring modern, sophisticated ways to approach communication complexities.  Smart Communications Global Customer Success Manager Ian Harper leads a panel of customer communications executives from Globus, Safe Auto and SFB to discuss how their customer communication strategies have been transformed. Don’t miss this riveting conversation from executives in the trenches!

5:15pm – 5:30pm  |  Close of Day

6:00pm – 10:00pm  |  Dinner and Entertainment

Wednesday, October 4th


8:15am – 9:15am  |  Breakfast and Registration

9:15am – 9:25am  |  Welcome to INNOVATE US – Day 2
George Wright kicks-off the day’s activities and previews the agenda.

9:25am – 10:10am  |  Keynote Session: Communications. Conversations. Collaboration. Keeping Customers Engaged Today and Tomorrow
Paul Greenberg takes a fresh look at customer communications and shares his expertise on where the market is going. Get ready to bring collaboration and conversation to the fore as Paul delivers his view on the evolving communication landscape, and what you can do to stay ahead of the curve.

10:15am – 11:15am  |  Empowerment Talk Tracks – Day 2
During this session, we offer 2 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!

  • Track 1: A Primer on Smart Components
    Have you ever wanted to incorporate social media, maps and video into your customer communications? Welcome to the new era of customer engagement which leverages the latest digital technologies. These sophisticated interactions are perfect for mobile and web portals.
  • Track 2: Delivering Digital Transformation via Customer Communications Strategies
    Digital Transformation requires organizations to develop a modernized, sophisticated approach to legacy operations across-the-business. To meet customer expectations, businesses must figure out how to better communicate – and engage – with their customers in the channels they seek, when they seek them. This session provides an educational view on the intersection between Digital Transformation and evolving customer communications technologies. Join us for an engaging discussion!

11:15am – 11:30am  |  Interaction Break
Our Interaction Lounge will be set up as an always-open area for attendees to hold smaller group discussions. Demos also will be available during this time.

11:30am – 12:30am  |  Interaction Lab
The Interaction Lab is a dedicated space designed to provide attendees with an opportunity to interact directly with senior leaders from Smart Communications and our partners in a comfortable, informal setting. Think of it as an “all access pass” and direct interaction with the leaders and experts. We’ll offer a range of facilitated, topic-driven discussion, with plenty of time for Q&A!

  • Ask the CEO
    Join CEO George Wright as he answers your questions and dives deeper into what’s on the minds of companies, analysts, and most importantly, consumers, as the CCM journey continues to evolve.  An exclusive interaction experience!
  • Partner Interaction
    VP of Global Alliances and Channels Chuck Fazio leads a session with key partners to share how together, we’re delivering expanded innovation and support across the industries we serve. Join this session to learn how you can optimize your investment by taking advantage of our latest partner offerings!
  • Product Futures and Feedback 1
    Join this session to interact with product executives, feedback on recent product innovations, and share ideas about future development.
  • Product Futures and Feedback 2
    Join CTO Simon Tindal in a compelling conversation that takes a deeper dive into the topics you wish to cover inside the Smart Communications product vision and roadmap.
  • Professional Services Interaction
    Experts from the Professional Services organization will provide an exclusive look at top lessons learned through our collaborations with leading companies worldwide.
  • Customer Success Interaction
    Customer success is a #1 priority at Smart Communications. Join Ian Harper, Head of Customer Success, to recap what we’ve learned from your feedback, and how we’re incorporating these insights for continuous improvement.
  • Learning more about SmartCORR™ for Salesforce
    Are you a SmartCORR™ customer already, with thoughts about how we can deliver even more via this game-changing solution for customer-service teams inside your organization? Are you a SmartCOMM™ customer curious about how your organization can also take advantage of our conversations solution built for Salesforce? Join this session to hear the latest on SmartCORR™ for Salesforce, and to contribute to our ongoing product innovation.
  • Support
    Take a seat with our Support leadership to understand how you can better take advantage of our team of experts, share feedback on what’s working, and help us plan for continuous improvements.

12:45pm – 1:15pm  |  Smart Communications SCALE Awards and Conference Closing Remarks
George will recognize Smart Communications customers for their innovative and remarkable use of SmartCOMM™ and SmartCORR™ for Salesforce in enterprises around the world. Join us to celebrate this year’s winning companies!

1:15pm – 1:45pm  |  Grab & Go Lunch
Please grab a boxed, portable lunch before you leave the conference!

1:30pm – 5:00pm  |  Extended Training

  • Mobile Enablement and SmartCOMM™
    Join this session to learn how SmartCOMM™ can assist you with your Digital Transformation and Mobile strategy, including a “how-to” for our recently released Smart Components.
  • SmartCORR™ for Salesforce
    This session will review the seamless integration of SmartCORR and Salesforce to demonstrate first-hand how to optimize this tool for consistent, real-time customer communications.
  • Email Proofing with Litmus
    This session will show you how to test and validate your email communications to ensure that regardless of the system they use, your customers receive the experience you’re intending to deliver!
  • Shared Content
    This session will cover the concepts of shared content and describe best practices, tips, and tricks around the usage and management of your content.
  • Best Practices: Draft Editor
    This session will focus on use cases and best practices for Interactive Communications utilizing the Draft Editor.

Sponsored by

Ready … set …
wait for IT’s pipeline to clear

Scale the conversation.

Contact Us