AGENDA

Wednesday, February 12 Thursday, February 13 Friday, February 14
Exhibit Hall Hours 5:00 - 7:00pm 11:00am - 4:00pm 11:00am - 2:00pm

Days


Tracks

Wednesday, February 12, 2020
8:30am
Wednesday - 2/12/20
()
Continental Breakfast - SPONSORED BY INTRADO - Full conference pass holders only
X-01
  
9:00-9:55am
Wednesday - 2/12/20
Future of Work (Room 221)
Voice Assistants and Chatbots: What You Can and Can't Do... and What We Want to Be Able to Do
FOW-01
Voice assistants and chatbot penetration continues to grow, creating not only a demand for new AI applications and voice-enabled devices, but also ensuring voice’s future as a critical business communications channel. That creates and opportunity to leverage current and emerging AI technologies to create innovative new business models. This session will look at what is currently possible with AI-based interactions, what isn’t and what is on the horizon based on what we want (and what we think we want).
  Future of Work
10:00-10:25am
Wednesday - 2/12/20
Future of Work (Room 221)
From IVR to Alexa: Humanizing Voice Apps
FOW-02
The IVR Voice.com
This session will discuss the development and creation of the voices behind AI-driven applications.
  Future of Work
10:30-10:55am
Wednesday - 2/12/20
Future of Work (Room 221)
Use AI To (Virtually) Hug Your Customer
FOW-03
Cisco
You’re in a taxi on your way to the airport when your airline app sends you a notification message, an email, a phone call, and a text. “Hi, Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. I see that tomorrow is your birthday, so we want to get you home safely today. We have two alternative flights for you. Please select your preference.” From your smartphone app, you select the flight. The app replies with flight confirmation information, and follows up with an email and a text. The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Later, when you arrive at your connecting city, you receive another notification inviting you to their lounge for a birthday drink, along with its location. This is the power of cloud data analytics and artificial intelligence (AI) and it’s revolutionizing the business-customer relationship. But, in order to achieve this result, businesses need to realize the role AI and machine learning (ML) can play within its customer service-focused systems such as the contact center. AI and ML can provide bot self-services and virtual customer assistants to help agents with real-time context, cognition, and intelligence. AI helps you predict what each customer will need next, and it puts context around the customer experience and delivers it across every channel. AI can also remove mundane tasks and ensures agents have information at their fingertips, so that they can care for each customer at a highly tailored, individualized level. This session will discuss: The role AI & ML will play in the future of business-customer relationships, and how AI & ML will not only simplify business processes when it comes to customer service but also greatly enhance the customer’s experience, building stronger bonds of loyalty and trust.
  Future of Work
11:00am
Wednesday - 2/12/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by IBM
K-07
  Keynote Presentation
11:30am
Wednesday - 2/12/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation TBA
K-08
  Keynote Presentation
12:00pm
Wednesday - 2/12/20
()
Conference Luncheon - Full conference pass holders only
X-02
  
1:00-1:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Meet Your New AI-enabled Business Communications
FOW-05
Glance Networks
Unified Office
  Future of Work
2:00-2:25pm
Wednesday - 2/12/20
Future of Work (Room 221)
Case Study: Enhancing Customer Experience with AI
FOW-06
SimpleTire
This session features a business that believes CX is the new competitive battleground. Greater competition and growing consumer power have eroded traditional product- and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage. CX is the only sustainable source of competitive differentiation. With this goal in mind, SimpleTire set out provide information to its customers at a speed ‘Faster than Real Time.’ The wise say you can’t predict the future but, the fact of the matter is that we must, or we can’t keep up with the present. When a customer needs help, companies need to know a great deal ahead of “real” time in order to make decisions quickly enough. This session explores the process SimpleTire went through to accomplish that by creating a system to convert (a) text to speech, (b) speech to text, and (c) intelligent conversation with customers using chatbots.
  Future of Work
2:30-2:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Why Omnichannel, Why Now?
FOW-07
You want your customers to love you, right? Then you’ve got to meet them where they are! They want to serve themselves and generally do less work to give you their business. And when they need to talk to a human, they only want to deal with one. As customers, we can do everything with the phones in our pockets. Why can’t we use that same technology to interact with the brands we do business with? Companies have to catch up! Omnichannel has been a dream in the communications space for a long time, but it’s been a struggle for many organizations to implement. Thanks to new cloud-native, unified solutions, it’s easier than ever to achieve true omnichannel functionality and keep customers loving your brand!
  Future of Work
3:00-3:55pm
Wednesday - 2/12/20
Future of Work (Room 221)
Choosing the Right AI Tools for Your Company
FOW-08
As the AI market has developed and matured, there are more tools available with the promise of improving your workplace. It’s an important decision for the CIO and IT management team. The right tools can help you build a future-proof workplace. The wrong tools will disrupt your culture and cause users to be skeptical of future updates. How do you determine which tools will fit your organization and drive productivity and which ones to carefully evaluate? This panel of AI leaders from disruptive companies will discuss best practices for evaluating your organization and identifying the tools that will automate the mundane and fuel creativity and collaboration.
  Future of Work
4:00pm
Wednesday - 2/12/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Cisco
K-01
  Keynote Presentation
4:30pm
Wednesday - 2/12/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by Google
K-02
  Keynote Presentation
5:00-7:00pm
Wednesday - 2/12/20
()
#TechSuperShow Exhibit Hall Grand Opening Reception
X-03
  
Thursday, February 13, 2020
8:30am
Thursday - 2/13/20
()
Continental Breakfast - Full conference pass holders only
X-04
  
9:00am
Thursday - 2/13/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation by 8x8, Inc.
K-03
8x8, Inc.
  Keynote Presentation
9:30am
Thursday - 2/13/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
Keynote Presentation TBA
K-04
  Keynote Presentation
10:00am
Thursday - 2/13/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
IoT Keynote Presentation by Cisco
K-05
  Keynote Presentation
10:30am
Thursday - 2/13/20
Keynote Presentation (Floridian Ballroom, 3rd Floor)
IoT Keynote Presentation by Google - IoT: Using Stone Knives and Bearskins
K-06
I tried to build a 'magic' IoT experience and discovered some very hard technical realities. This talk is a reflection on that experience. While we are building interesting IoT products today, they are unfortunately fragile, tedious, and user hostile. We don't stop often enough to reflect on our tools. What are we missing? What do we need? We're so focused on short term product cycles that we don't stop and realize it's harder than it should be. This talk will reflect on my "failed" project and what we as an industry could be focusing on instead.
  Keynote Presentation
11:00am-4:00pm
Thursday - 2/13/20
()
#TechSuperShow Exhibit Hall Open
X-05
  
11:15am
Thursday - 2/13/20
()
Lunch Tickets Distributed to Paid Attendees, Exhibitor/Conf, Press, Speakers
X-06
  
1:00-1:55pm
Thursday - 2/13/20
Future of Work (Room 221)
Conversational Analytics - Turning Voice into Intelligence
FOW-09
This session will consider the role of analytics in conversational interfaces and its unique nature compared to other engagement analytics. We’ll get into ways to effectively monetize AI applications through higher customer satisfaction rates by turning analytics data into actionable intelligence.
  Future of Work
2:00-2:25pm
Thursday - 2/13/20
Future of Work (Room 221)
Navigating the Future of Work through Data
FOW-10
Imagine if the workforce were guided by the same turn-by-turn technology that we use to drive cars. Data is now firmly in the forefront of what we do and how we do it. Computers are increasingly taking on operational tasks, making room for people to add value in new ways. Are we on the cusp of data-driven systems that tell workers how to navigate at work? What tasks need to be completed? Which tactics will work best and how to adjust to changes along the way? What would these systems mean to the value of work, workers and people leaders? This session explores the the evolving world of work and its impact on technology and people, from the perspective of a Business Anthropologist.
  Future of Work
2:30-2:55pm
Thursday - 2/13/20
Future of Work (Room 221)
Democratizing Machine Learning
FOW-11
  Future of Work
3:00-3:55pm
Thursday - 2/13/20
Future of Work (Room 221)
Using Voice as an Authentication and Security Tool
FOW-12
Security is at the top of every business’ list of priorities – at least it should be. As voice applications continue to evolve and as user acceptance of and comfort with voice recognition grows, what implications does voice have for new security strategies? This session will discuss the advances in voice technology that can help businesses leverage voice as a security and authentication mechanism and build security into the conversational thread instead of requiring separate security transactions.
  Future of Work
4:15pm
Thursday - 2/13/20
Special Event (Floridian Ballroom, 3rd Floor)
IDEA Showcase Reception and Startup Pitch Event
IDEA-01
  Special Event
8:00pm
Thursday - 2/13/20
()
#TechSuperShow Party & Reception at Hilton Beach Resort
X-07
  
Friday, February 14, 2020
8:30am
Friday - 2/14/20
()
Continental Breakfast - Full conference pass holders only
X-08
  
9:00-9:55am
Friday - 2/14/20
Future of Work (Room 221)
AI and the Job Market
FOW-13
The emergence of AI and automation has created a natural uncertainty regarding job security. There’s no question AI is changing roles and the job market, but it’s also creating opportunities for employees to excel in ways they never have previously. This session will discuss the new job opportunities AI is creating, as well as ways AI is being used to facilitate jobs in a gig economy.
  Future of Work
10:00-10:25am
Friday - 2/14/20
Future of Work (Room 221)
The Dark Side of AI
FOW-14
Machine learning has been sweeping our industry, and the creativity it is already enabling is incredible. On the flip side, there has also been the emergence of technology, like Deep Fakes, with the possibility to spread disinformation. As a tool maker, is our technology neutral, or are we responsible for creating technology for good? How should we be thinking about biases of multiple forms when training AI? What can go wrong when learning is applied to indiscriminate user data? This session will consider these issues from multiple angles, weighing the positives of technology against their potential misuses.
  Future of Work
10:30-10:55am
Friday - 2/14/20
Future of Work (Room 221)
Programmable Communications Power Greater Productivity for the Workforce
FOW-15
Vonage
The age of conversational commerce is here, and the right communications technology tools are key to ensuring human agents are having meaningful interactions with customers at every touch point. With the increasing availability of open APIs, application and programmability capabilities are not an either/or equation anymore, and businesses today do not need to build everything from scratch to create a solution tailored to their needs. Next-gen APIs, enterprise applications and intelligent technologies allow brands to build innovative communications experiences for customers and increased productivity for the workforce. Intelligent communications can enhance the connection point between businesses and their customers, helping to drive better business outcomes. This session will illustrate how the unique combination of unified communications, contact center solutions and innovative programmable communications via APIs can empower brands to provide enhanced customer service through personalized and contextual communications, while enriching and streamlining human agents to be more productive. Learn how businesses are leveraging these tools to solve problems and address customer demands, all according to their unique preferences and needs.
  Future of Work
11:00-11:55am
Friday - 2/14/20
Future of Work (Room 221)
AI and the Sales & Marketing Cycle
FOW-16
This session will discuss the impact of AI on the customer acquisition process, from marketing through sales execution. How is AI changing marketing strategy? How can automation be used to create more efficient and productive sales processes? What strategies should businesses follow to integrate AI into their sales and marketing workflows to increase conversion rates and customer retention?
  Future of Work

 

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