Detailed Program Information

Welcome and Networking Breakfast – 8am – Sponsored by Interface AI
Enjoy a continental breakfast, meet new people and build community.

Premiere Exhibitor Demo – 8:30am – Interface AI

General Session – 9am – Interface AI

Stretch Break – 9:30am
Network with industry resource experts specific to your call center needs while refreshing your morning caffeine beverage.

Premiere Exhibitor Demo: Gamification – 9:45am – Avtex
Together we will look at how Genesys Cloud WEM can help you get the most out of the features in front of you. Employees love to be their best; see how this all-in-one product can put these metrics at their fingertips. Demo presented by John Watkinson, Avtex’s Principal of Sales Engineering.

General Session: Humanizing the Digital Experience – 10am – Avtex
Presented by Mike Bawn, Avtex’s Executive Director of Digital Transformation 
According to the new IDC Spending Guide, the worldwide digital transformation investments forecast will reach $1.8 Trillion in 2022, yet McKinsey warns that 70% of all digital transformations fail. How can that be? A significant portion of those investments will be directed at cost-saving initiatives like automated self-service and BOTs. One reason those approaches often fail to garner member favor is a lack of the “human touch” we all desire. In this session, participants will explore designing human-centric digital experiences.

Stretch Break – 10:30am

Premiere Exhibitor Demo: Can Fraud Prevention & Member Experience Co-Exist? – 10:45am – Nuance
Presented by Jon Bornstein and Nic Silva.
A little friction is a good thing for fraud prevention. But if there’s too much, member experience can take a hit while increasing Average Handle Time. There should be a better way, and there is. Join Nuance and special guest Bryan Watkinson, CFE, to learn how Affinity Credit Union is using biometrics to strike that balance.

General Session – 11am – Nuance
Presented by Amy Travers, Regional Vice President of NA Security and Biometric Specialist with Nuance Communications & Bryan Watkinson, AVP of Risk Operations with Affinity Federal Credit Union. 

Exhibitor Prizes & Grand Prize Drawing – 11:30pm

Noon – Conference ends. If you’re attending the Small Call Center Workshop, registration begins at noon.

See you next year!

A Special Thank to Today's Sponsors