new york cityExecutive Community Event
May 4th, 2022
Agenda overview
| time | event type |
|---|---|
| 8:30 am – 9:00 am | Masterclass check in |
| 9:00 am – 11:20 am | Masterclasses (optional). Each Masterclass is 40 minutes |
| 11:30 am – 1:30 pm | Workshop: Beyond Deployment (pre-registration required) |
| 1:30 pm – 6:00 pm | Main sessions |
| 6:00 pm – 9:00 pm | Dinner Reception |
Masterclasses
9:00 am – 11:20 am
Each Masterclass will run during the time slots below. Attendees will be assigned a session in advance. A selection of breakfast items will be available.
| time | event type |
|---|---|
| 9:00 am – 9:40 am | Session 1 |
| 9:40 am – 9:50 am | Break |
| 9:50 am – 10:30 am | Session 2 |
| 10:30 am – 10:40 am | Break |
| 10:40 am – 11:20 am | Session 3 |
Masterclass A: Building a unified Conversational strategy, from messaging to voice
This session is all about advancing your Customer Experience strategy with Conversational AI and messaging — no matter where you are in your journey. For those new to the technology, get a robust overview of how to identify the channels key to scaling your organization and improving the Customer Experience. For those with more mature implementations, take your program to the next level with expert guidance on how to weave both messaging and voice analytics into your customer communication strategy. All attendees will leave with new tools to create a unified, AI-enabled system for personalized consumer engagement through superior Conversational and voice analytics, advanced customer experience integration, and industry-leading Conversational AI.
Masterclass B: Designing an AI & automation approach
Join LivePerson’s Conversational AI experts for a behind-the-scenes look at common pitfalls when implementing an automation strategy, along with the factors that contribute to a well-integrated and seamless bot plan. Whether you’ve already got a stellar in-house team or you want to take advantage of LivePerson’s Automation as a Service (AaaS) to expedite your plans, this session will help you set your AI program on the right track with the right mindset.
Masterclass C: Operationalizing your Conversational strategy
Whether you’re mapping the operational requirements to introduce Conversational AI and messaging into your business, or simply in need of an operational health check, LivePerson’s transformation experts as we take a look at LivePerson’s operational IP — the crucial component of a successful Conversational program. We’ll walk through best practices related to operationalizing your Conversational implementation and discuss messaging operations, KPIs, and leveraging new dashboards.
Workshop
11:30 am – 1:30 pm
Pre-registration required. *Please note this workshop is taking place at a nearby venue and lunch will be provided for workshop attendees.
11:30 am – 11:45 am
Check in for workshop
11:45 am – 12:30 pm
Building an ROI and Insights Center at your company. GM Financial shows us how.
Michael Beste • SVP Analytics, Reporting & Research, GM Financial
Whether you’re making the case for Conversational AI in your enterprise, or want to prove the value of your existing investment, harnessing the proper analytics is critical to your program’s success.
In this lunch session, Michael Beste, SVP Analytics, Reporting and Research, GM Financial will reveal how they created their own ROI and Customer Insights center to measure impact and share insights into how you can do the same at your own company, all with a minimal team.
In this workshop you will learn:
- How GMF uses analytics to go beyond measuring customer satisfaction to impact the bottom line
- Which departments to engage across your organization to gain support for your Conversational AI program — and what numbers matter to which department
- How to set and measure strategic goals including ROI post-launch
- Insights into enhancing your analytics as your program scales — without hiring a team of analysts
12:30 pm – 1:30 pm
Lunch for workshop attendees
Main sessions
1:30 pm – 6:00 pm
1:30 pm – 2:00 pm
Registration
2:00 pm
The Vision for Conversational AI
rob locascio • ceo, liveperson
2:50 pm
GoDaddy: Designing and scaling blended approach to customer contact
jack meek • vp, Care Support Operations, GoDaddy
50,000 contacts per day. That’s the contact volume that GoDaddy regularly experiences in serving their 21MM+ global customers, many of whom are small business owners. In their 4+ year conversational journey, GoDaddy has learned this: Optimizing business outcomes with the best possible customer experience happens with well-orchestrated experimentation that entices customers to the best channel(s) – instead of deflecting them. GoDaddy is now leveraging verbatim, first-party intent data to route customers to the best channel for a resolution based on their inquiry. Through a masterful execution of voice, mobile messaging channels, thoughtful automation, and more, GoDaddy has created a customer service experience that is flexible and truly customer-centric. Jack Meek, VP of Strategy and Operations at GoDaddy will share his team’s “Crawl, Walk, Run” approach to Conversational AI, GoDaddy’s most creative implementations of automation, and the vision for expansion of Conversational AI.
3:15 pm
United Airlines: Becoming the biggest— and best — airline in the world
bryan stoller • Vice President, Customer Contact Centers, united airlines
Mel longdon • SVP, Transformation, LivePerson
United Airlines has a clear goal: To become the best airline with the best customer service in the world. This mission has been their driving force for nearly a decade, but in the past three years, they’ve put this work into hyper-drive. They’ve leveraged Conversational AI to create more seamless and intuitive customer service experiences while improving operational efficiency. They’ve developed creative, customer-centric use cases for automation. And, during the peak of the pandemic, they pivoted, innovated, and applied technology to ensure customers and staff alike knew their safety and continuity of experience was of the utmost importance. In this fireside chat, Bryan Stoller, Vice President, Global Head of Customer Care & Contact Centers will share his learnings, successes, and his energizing vision for Customer Service at United – and how he sees it as integral to the company’s goals.
3:35 pm
Chipotle: “Pepper” bot adds spice to Chipotle’s guest experience strategy
ronald benjamin • senior director, guest & employee experience, chipotle
When your bot containment rates are 70%+ and your customer feedback looks like this: “I am deeply in love with you, Pepper,” it’s time to assess what more your bot can do for your customer experience. In 2019, Chipotle built a helpful bot named Pepper to assist with online ordering through web, app, and Facebook messaging. Now, Pepper handles so much more – from refunds, to FAQs, to enrolling guests in their membership program. Ronald Benjamin, Chipotle’s Senior Director of Guest and Employee Experience will walk the audience through Conversational AI’s place in Chipotle’s “SPOC – Single Point of Contact” strategy, how Pepper has impacted revenue and operational efficiency, and his vision for the program as a leader passionate about great experiences.
3:55 pm
Q&A with GoDaddy, United Airlines, and Chipotle
moderated by mary rowe • evp, customer success, liveperson
4:15 pm
Grab a snack, connect with your peers and visit our demo stations
Break
4:40 pm
The RealReal: Building an experience consignors & buyers trust in just six weeks
holly carroll • vp, client services, the realreal
Fashion resale is projected to grow by 5.4x over the next five years. As the world’s largest resource for authenticated luxury resale, The RealReal is connected to consignors who are often selling valuable, sentimental, or even heirloom pieces as well as buyers who are excited to invest in themselves and build their collections. That’s why they are leveraging messaging and Conversational AI to build the customer service experiences that customers are asking for and to meet them in the channels that are most natural and convenient to them. The RealReal’s VP of Client Services, Holly Carroll, will share The RealReal’s vision for Conversational AI, their progress partnering with LivePerson’s Gainshare team, and why the Conversational Cloud was the right platform for bringing empathetic, personalized experiences to The RealReal.
5:00 pm
CVS Health: Improving health outcomes through messaging
pat walsh • vp, digital product management, cvs pharmacy
If you’re looking for a model of how Conversational AI can impact healthcare, look no further than CVS. With retail, pharmacy, provider, and insurer business units, this global brand touches nearly every aspect of the consumer health journey. After an exciting and successful pilot with the Conversational Cloud in the retail unit, CVS is laying the groundwork to expand into the entire patient experience. Hear from CVS Health’s VP, Digital Product Management, Pat Walsh, on the results that energized his team to move forward with Conversational AI, his plans for both automation and live support throughout the customer journey, and the unique opportunity he sees to take healthcare from cumbersome and transactional to transparent and conversational.
5:20 pm
ConsenSys: DeMystifying DeFi with Conversational AI
joe lubin • founder & Ceo, Consensys // C0-founder, Ethereum
CEO of ConsenSys and Co-founder of Ethereum, Joe Lubin, has been an innovator among innovations through his work in decentralized finance. In what seems like the blink of an eye, this market has taken the world by storm. With it, we’ve seen a whole new way of thinking about currency — through cryptocurrency, blockchain, NFTs and more — made possible by technology and fortified by an enthusiastic community. ConsenSys has emerged as a leader in the space, not only for its cutting-edge platform, but for its emphasis on customer experience. By leveraging Conversational AI through partnership with LivePerson, they have curated an experience that is helpful, trustworthy, and aligned with the spirit of decentralized finance. Joe Lubin will join Rob LoCascio in a conversation on what it means to lead in an emerging market, the role of Conversational AI in enabling responsible scale, and the power of partnership in unlocking the creativity that drives groundbreaking experiences.
5:40 pm
Q&A with The RealReal, CVS Health, and ConsenSys
moderated by nirali amin • vp, enterprise solutions, liveperson
Dinner Reception
6:00 pm – 9:00 pm
Immediately following sessions, our venue will be transformed into a 5-star dinner reception, featuring a celebration of contemporary American cuisine with a strong emphasis on seasonality and the sustainable sourcing of ingredients.
Enjoy live entertainment as you continue the connections you’ve made throughout the day. Plus, don’t miss out on our signature drink, the Curiously Human Cocktail.