San Francisco, CAliforniaExecutive Community Event
October 20, 2022
Agenda overview
| time | event type |
|---|---|
| 8:30 am – 9:00 am | Registration |
| 9:00 am – 11:20 am | Optional Small Group Sessions |
| 11:30 am – 1:00 pm | Lunch for Small Group Session attendees |
| 1:30 pm – 6:00 pm | Main Stage Presentations |
| 6:00 pm – 9:00 pm | Reception |
Focus: Small group learnings for big impact
9:00 am – 11:20 am
Take a deeper dive into the areas most impactful to your team with our small group focus sessions. All sessions run concurrently during the time slots below.
A selection of drinks will be available.
| time | event type |
|---|---|
| 9:00 am – 9:40 am | Session 1 |
| 9:50 am – 10:30 am | Session 2 |
| 10:40 am – 11:20 am | Session 3 |
Session A: Voice of the customer across all channels: Exploring Conversational Intelligence & Analytics
Join LivePerson to discuss how innovative organizations are leveraging Conversational Analytics to pioneer the future of customer experience. Learn how to create a unified view of the voice of the customer across all communication channels to ensure data privacy, and generate actionable insights to enhance the customer experience and identify areas of improvement.
Session B: Designing an AI & automation approach
Take a deep dive into LivePerson’s conversational platform for a behind-the-scenes look at what you can achieve by leveraging AI and automation. Learn more about the common pitfalls when implementing an automation strategy, and how to overcome those to create a well-integrated and seamless bot plan. No matter where you are in your automation journey, this session will help you understand our platform and capabilities, how to iterate on current automation, and set your AI program on the right track with the right mindset.
Session C: Your roadmap to a best-in-class operational model
Whether you’re mapping the operational requirements to introduce Conversational AI and messaging into your business, or simply need an operational health check, LivePerson’s transformation experts will help 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.
Session D: Accelerate time-to-value: Automation & Contact Center as a Service
There’s more than one pathway to designing and launching a successful conversational customer engagement strategy. In this session, our managed services team will walk you through how Automation as a Service (AaaS), Contact Center as a Service (CCaaS), and our other offerings can accelerate time-to-value, alleviate pressure from your team, and help your brand to sustainably manage rapid growth.
Main Stage sessions
1:30 pm – 6:00 pm
Hear from brand leaders on their successes, learnings, and future plans with Conversational AI. Throughout this interactive program, you’ll have opportunities to ask questions to our speakers, discuss learnings with your peers, and share your own ideas with the group.
1:00 pm – 1:30 pm
Registration
1:45 pm
The Vision for AI-powered customer engagement
Rob LoCascio • CEO, LivePerson
2:15 pm
How Priceline leveraged AI-powered customer engagement to reach significant, repeatable annual cost savings
Jeremy Ellis • Vice President, Customer Care, Priceline
2:45 pm
Break: Have a snack, connect with peers, and explore our demo stations
3:10 pm
How Elevance Health is doubling their messaging contact volume in 2023
Jeffery Van Ornum • Director II, Digital Product Development, Elevance Health
3:35 pm
Verizon: How the international telco leader has operationalized AI-powered customer engagement for world-class experiences at scale
Darrell White • Executive Director, Digital Platforms, Verizon
3:55 pm
Virgin Media sets their sights on 100% containment in 2023
Chris Huggins • Senior eCommerce leader, Virgin Media
4:20 pm
Break: Have a snack, connect with peers, and explore our demo stations
4:40 pm
Google accelerates adoption of AI-powered messaging and drives cost savings for The Home Depot
Stephanie Lyras • Head of Product Partnerships, Google Business Communications, Google
4:50 pm
Delta Air Lines: Leading global airline stays connected with customers at home, at 30K feet, and beyond
Danielle Joiner-McPherson • Director, Global Reservations Tech & Innovation, Delta Air Lines
5:15 pm
Signet Jewelers: The world’s largest diamond retailer drives incremental revenue and scales the human touch with AI-powered customer engagement
Chris Zahner • Senior Vice President, Head of Digital & Ecommerce Technology, Signet Jewelers
Madhura Deshpande • Vice President, Head of Digital & Omnichannel Shopping, Signet Jewelers
5:40 pm
Closing remarks
Ruth Zive • Chief Marketing Officer & Event Emcee, LivePerson
Reception
6:00 pm – 9:00 pm
Continue the conversation and connections you’ve made throughout the day over drinks and delicious seasonal, regional food.