Explore the Agenda for TSIA World INTERACT

INTERACT is a must-attend event offering exclusive visionary keynotes from TSIA executives and compelling breakout sessions that present actionable advice for driving success in bear and bull markets.

This conference unites a large community of tech executives and professionals to network, connect, and discover products and solutions in the InteractZone in Orlando, FL, May 6-8, 2024.


*The agenda is subject to change. All sessions are first-come, first-served.

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Monday
Monday, May 6, 2024
mon-may-6-2-00-pm---4-00-pm, monday-8-00-am---6-00-pm, monday-1-00-pm---1-40-pm, monday-2-00-pm---4-40-pm, monday-3-00-pm---3-45-pm, mon-may-6-4-00-pm---4-45-pm, mon-may-6-4-45-pm---5-45-pm, mon-may-6-5-00-pm---7-00-pm
Tuesday
Tuesday, May 7, 2024
tue-may-7-5-00-pm---6-00-pm, tues-may-7-12-15-pm---12-35-pm, tues-may-7-1-25-pm---1-45-pm, tue-may-7-7-30-am---5-30-pm, tue-may-7-8-00-am---9-00-am, tue-may-7-9-00-am---10-00-am, tue-may-7-10-00-am---11-00-am, tue-may-7-11-20-am---11-50-am, tue-may-7-12-00-pm---7-00-pm, tue-may-7-12-00-pm---2-00-pm, tue-may-7-12-30-pm---12-50-pm, tue-may-7-12-50-pm---1-10-pm, tue-may-7-1-10-pm---1-30-pm, tue-may-7-1-30-pm---1-50-pm, tue-may-7-2-00-pm---2-30-pm, tue-may-7-2-50-pm---3-10-pm, tue-may-7-2-50-pm---3-50-pm, tue-may-7-3-10-pm---3-30-pm, tue-may-7-4-00-pm---5-00-pm, tue-may-7-5-00-pm---7-00-pm, tue-may-7-7-00-pm---9-00-pm, tue-may-7-6-00-pm---7-00-pm
Wednesday
Wednesday, May 8, 2024
wed-may-8-7-30-am---2-00-pm, wed-may-8-8-00-am---9-00-am, wed-may-8-9-00-am---9-30-am, wed-may-8-9-50-am---10-20-am, wed-may-8-10-00-am---2-00-pm, wed-may-8-10-00-am---3-00-pm, wed-may-8-10-40-am---11-10-am, wed-may-8-11-30-am---12-00-pm, wed-may-8-12-00-pm---2-00-pm, wed-may-8-12-30-pm---12-50-pm, wed-may-8-2-00-pm---3-00-pm
Asset Lifecycle Management Maximizes Revenue
Barry Weiss, Argano
Asset Lifecycle Management Maximizes Revenue
Location:
InteractZone, Theater Stage #2
Date:
Tuesday
,
12:15 PM - 12:35 PM

Maintaining customers and increasing profitable revenue is paramount for every company. The customer is generally the focus for maintaining loyalty, expanding existing revenue streams, and driving new ones. Another strategy is a more holistic approach to customer retention and revenue that includes a focus on the health of assets and their impact on customer experience.

Who Should Attend:

•        IT Leaders

•        IT Application Owners for Service Platforms and IoT Contact

•        Center and Field Service Operations Leaders

Key Takeaways:

•        Technology enables Asset Lifecycle Management (ALM)

•        ALM is a critical component of the customer lifecycle

•        Customer experience drives retention and additional revenue opportunities

  •  
Customer Lifecycle Management Maximizes Revenue
Derek Quinn, Argano
Customer Lifecycle Management Maximizes Revenue
Location:
InteractZone, Theater Stage #3
Date:
Wednesday
,
12:30 PM - 12:50 PM

Increasing profitable revenue is at the top of every company's mind. Maximizing recurring revenue requires an organization to understand that the customer lifecycle is continuous. High-performing organizations align revenue growth and sustainment with customer retention by providing flexible offerings and monetization models that drive positive customer experiences.

Who Should Attend:

•        Sales Leaders

•        Customer Success Leaders

•        IT Leaders

Key Takeaways:

•        Technology enables effective Customer Lifecycle Management.

•        Customer Lifecycle Management is a critical component in maintaining and/or creating customer stickiness.

•        The customer experience is continuous and must be maintained throughout the customer lifecycle to maximize revenue.

  •  
Break the Ice
Gennessa Guzman-Ewald, TSIA | Dave Young, TSIA | Darlene Kelly, TSIA | Luke Ronkowski, TSIA | Erin Horowitz, TSIA | Cameron LaFerney, TSIA
Break the Ice
Location:
Magnolia 1-3
Date:
Monday
,
1:00 PM - 1:40 PM

Back by popular demand is Break the Ice! Attend this session to break the ice and get into the groove for a great conference. TSIA staff from various research areas will take you through a rousing game of Two Truths, One Lie on topics from The Rise of AI in Technology and Service Operations. It’s an excellent opportunity to meet other attendees, share a laugh (or two), and get your mind focused on some of the issues we’ll be exploring through TSIA World INTERACT.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
  •  
data-and-analytics
cross-functional
Solutions Tour
solutions-tour
Solutions Tour
Location:
Between Cypress Alcove 1-2
Date:
Monday
,
4:45 PM - 5:45 PM

The Solutions Tour offers attendees a curated excursion of participating sponsor booths in the InteractZone. The tour is led by TSIA staff, who will guide attendees to each booth for a brief thought-leadership presentation. This is an excellent opportunity to gain deeper insights into exhibitor solutions that can make a difference in your business. The tour is informative and social, offering opportunities to interact with TSIA sponsors, and other conference attendees. Wireless headsets, food and beverage, and a chance at a fun giveaway are all part of the tour! Sign up during registration.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Welcome Reception
Welcome Reception
Location:
InteractZone
Date:
Monday
,
5:00 PM - 7:00 PM

Mingle with other conference attendees over delicious hors d'oeuvres and cocktails while you browse the industry's newest technology services solutions in the InteractZone.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Networking Table Talks
Networking Table Talks
Location:
Cypress Alcove 1-2
Date:
Monday
,
3:00 PM - 3:45 PM

Participate in a small group discussion with industry peers and hosted by TSIA staff. This is a great opportunity to learn, share insights, and explore trends, issues, and solutions to current business challenges with other attendees in a productive intellectual exchange.

*Participation is limited and on a first-come, first-serve basis.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
data-and-analytics
cross-functional
Foundations Frameworks for AI
Thomas Lah, TSIA | George Humphrey, TSIA
george-humphrey, thomas-lah
Foundations Frameworks for AI
Location:
Magnolia 1-3
Date:
Monday
,
2:00 PM - 4:00 PM

As with prior TSIA Foundations sessions, the TSIA Research Team will share a series of brand new frameworks to help you and your organizations rapidly understand the opportunities and challenges of developing AI capabilities. As no organization will be left untouched by the rapid embrace of AI, it is crucial to understand the various dimensions of AI, the capabilities in use today, and the future opportunities to come.

The following new TSIA AI frameworks will be shared in this session:

•        AI Capabilities Landscape (annual refresh)  

•        The AI Black Box

•        TSIA pAIn Framework

•        AI First Strategy

•        Three Dimensions of AI to Improve Business Operations

•        Mountaineers of AI

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
  •  
data-and-analytics
cross-functional
InteractZone Open
InteractZone Open
Location:
Cypress 2-3
Date:
Monday
,
5:00 PM - 7:00 PM

Explore the latest products and services offerings all under one roof. Mingle with other conference attendees while you browse the industry's newest technology services solutions in the InteractZone.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Meetups by Research Areas
Meetups by Research Areas
Location:
Cypres Alcove 3
Date:
Monday
,
4:00 PM - 4:45 PM

Interact with conference attendees who are in your "tribe"  and make new connections! Meetups are social gatherings organized by research practice/professional disciplines that promote interaction and networking with other conference attendees of similar interests.

*Participation is limited and on a first-come, first-serve basis.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
cross-functional
Registration
Registration
Location:
Cypress Registration Desk
Date:
Monday
,
8:00 AM - 6:00 PM
  •  
The Power of Data-Driven Services for Industrial Equipment Companies
Vele Galovski, TSIA
vele-galovski
The Power of Data-Driven Services for Industrial Equipment Companies
Location:
Magnolia 4-6
Date:
Monday
,
2:00 PM - 4:40 PM

Today, every company is a tech company. And they are all riding a digital transformation (DT) wave that is disrupting their industry's business and operating models. When DT marches through an industry, the results can be devastating to complacent companies. Digital capabilities will upend how customers buy and consume your products, and service organizations will have to play a more prominent role in your company's success.  What happened in Software and Enterprise IT will happen in every industry.  

This session for hardware and Industrial equipment OEM's is intended to be a highly interactive session where executives can share their experiences in transforming their business and operating models, including successes and challenges. TSIA will share industry performance, and foundational frameworks, including our AI capabilities framework to guide your transformation.

Takeaways:

•        TSIA foundational frameworks translated and enhanced for hardware companies.

•        Interactive learning with peers about your digital transformation journey, where you are now, and where you want to be.

•        Next Best Action plans based on your transformation zone.

•        Introduction to the vibrant TSIA hardware and Industrial Equipment community.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
  •  
industrial-equipment, data-and-analytics
support-services, field-services
Break
Break
Location:
Date:
Monday
,
1:40 PM - 2:00 PM
  •  
Break
Break
Location:
Date:
Monday
,
2:40 PM - 3:00 PM
  •  
Break
Break
Location:
Date:
Monday
,
3:40 PM - 4:00 PM
  •  
Breakouts
Breakouts
Location:
Date:
Monday
,
1:00 PM - 1:40 PM
  •  
Breakouts
Breakouts
Location:
Date:
Monday
,
2:00 PM - 2:40 PM
  •  
Breakouts
Breakouts
Location:
Date:
Monday
,
3:00 PM - 3:40 PM
  •  
Breakouts
Breakouts
Location:
Date:
Monday
,
4:00 PM - 4:40 PM
  •  
EnvisionExpo Open
EnvisionExpo Open
Location:
Date:
Monday
,
5:00 PM - 7:00 PM
  •  
Futures Tour
Futures Tour
Location:
Date:
Monday
,
4:45 PM - 5:45 PM
  •  
Registration
Registration
Location:
Date:
Monday
,
8:00 AM - 6:00 PM
  •  
Welcome Reception
Welcome Reception
Location:
Date:
Monday
,
5:00 PM - 7:00 PM
  •  
Women of the C-Suite Fundraiser Panel - Sponsored by Totango + Catalyst
Diane Brundage, TSIA | Edwina Fitzmaurice, EY | Karen Budell, Totango + Catalyst | Toni Pavlovich, Splunk | Wendi Sturgis, Cleverbridge GmbH | Sandy Hogan, SADA
Women of the C-Suite Fundraiser Panel - Sponsored by Totango + Catalyst
Location:
Canary 3-4
Date:
Tuesday
,
7:00 PM - 9:00 PM

Join top women in technology and senior leaders over dinner for an intimate and informative networking fundraiser and C-Suite panel discussion. Tickets are $50, and 100% of ticket proceeds from this event will go to Girls Inc., an organization that supports young women in sciences and mathematics.

Registration is limited and required for this event.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
cross-functional
EY.ai Transforming Professional Services through Experience
Edwina Fitzmaurice, EY
edwina-fitzmaurice
EY.ai Transforming Professional Services through Experience
Location:
Magnolia 19-21
Date:
Tuesday
,
11:20 AM - 11:50 AM

Artificial intelligence (AI) can enhance productivity and enrich customer and employee experiences. Organizations can innovate job roles, empower people, and scale their collective intelligence using AI.

In this session, Edwina Fitzmaurice, EY Client Technology’s Chief Customer Success Officer, will talk about how the EY organization utilizes a structured future-back and people-centric design approach to innovate the employee experience and consider how this translates to customer experience. She will talk about how EY.ai is leveraging Generative AI (Gen AI) solutions to augment and empower four hundred thousand EY employees while accelerating business value delivered from AI and keeping humans at the center of the approach. This session is intended for professional service leaders, executives, and employees.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI and ML: Transforming Professional Services
  •  
professional-services
Ask the Experts | The Total Cost to Serve in the AI Era
Vele Galovski, TSIA | Erin Kurusz, Dell Technologies | Imran Razack, Cisco
Ask the Experts | The Total Cost to Serve in the AI Era
Location:
Magnolia 7-9
Date:
Tuesday
,
2:50 PM - 3:50 PM

The big play in customer support is to look at the total cost to serve across the enterprise, not just within individual service delivery channels, like field services, assisted support, or self-service. So, if we want to optimize service delivery costs and serve customers in a timely manner, meaningful product telemetry is the only way to go.   With an install base under contract generating telemetry, you can develop a data strategy to feed your AI strategy.

Join us as our Ask the Experts panel gives insights into their journey to reduce their total service cost and how data analytics and AI play a strategic role in the process.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI-Driven Proactive Support and Field Services
  •  
industrial-equipment
field-services, support-services
Ask the Experts | AI and APLAER - Leveraging Data, Analytics, and AI Across the Revenue Lifecycle
Jack Johnson, TSIA | Wendi Sturgis, Cleverbridge GmbH | Scott Thomas, MODintelechy | Ramkumar Varadarajulu, Informatica
jack-johnson, wendi-sturgis, scott-thomas, ramkumar-varadarajulu
Ask the Experts | AI and APLAER - Leveraging Data, Analytics, and AI Across the Revenue Lifecycle
Location:
Magnolia 4-6
Date:
Tuesday
,
2:50 PM - 3:50 PM

CROs, CCOs, and top sales executives know AI and Analytics will significantly impact their worlds. But what are people doing right now? How are they leveraging AI, or are they using it at all? What data and analytics are companies using, and how are they preparing for a data and AI-driven future?

In this Ask the Expert discussion, we'll address your questions and others, such as:

How do we get our data ready for AI?

What's APLAER, and how do we practically leverage analytics?

How do we bust through our data silos?

What sort of data will our partners need to be successful? What are the important questions I should ask our company and vendors?

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
The Data & AI Revolution for Revenue Optimization & Customer Success
  •  
data-and-analytics
cro-council, customer-growth-and-renewal
Ask the Experts | AI and Automation in Managed Services
George Humphrey, TSIA | Luke Ronkowski, TSIA
george-humphrey, luke-ronkowski
Ask the Experts | AI and Automation in Managed Services
Location:
Magnolia 13-15
Date:
Tuesday
,
2:50 PM - 3:50 PM

There is a belief that AI can fundamentally improve the intelligence, profitability, and scale of the business models of TSIA members. However, it is not clear what the actual use case scenarios and business benefits companies will receive from employing AI. AI is an incredibly broad topic that will impact and potentially accelerate managed service organization capabilities.

To learn more about AI's use cases and business benefits, you can attend this Ask the Experts session on AI and Automation in Managed Services, where our experts will share their insights and answer your questions on how AI can help transform your business.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Revolutionizing Managed Services with AIOps and Generative AI
  •  
managed-services
Ask the Experts | Current Uses and Benefits of AI in Professional Services
Bo Di Muccio, TSIA | Dave Young, TSIA | Greg Marchwinski, Alteryx | Jay Gorajia, Siemens
jay-gorajia, lisa-james, greg-marchwinski, bo-di-muccio
Ask the Experts | Current Uses and Benefits of AI in Professional Services
Location:
Magnolia 10-12
Date:
Tuesday
,
2:50 PM - 3:50 PM

Join this Professional Services interactive session and ask the experts questions about AI use cases in PS delivery or operations.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI and ML: Transforming Professional Services
  •  
professional-services
Ask the Experts | Getting Started with AI: Opportunities and Obstacles
Maria Manning-Chapman, TSIA | Jim Box, Cisco | Georg Gottschalk, Independent Advisor | Jason Merrill, Guidewire Software
maria-manning-chapman, jim-box
Ask the Experts | Getting Started with AI: Opportunities and Obstacles
Location:
Magnolia 19-21
Date:
Tuesday
,
2:50 PM - 3:50 PM

As the Chinese philosopher Lao Tzu once said, “A journey of a thousand miles begins with a single step.”  And so it goes with AI.  The hardest part is just getting started.  It could be that you need to identify an opportunity for which AI could be implemented.  Or, maybe you have identified an opportunity, but you’re meeting resistance from executive management.  Whatever the case might be, this open Q&A session provides a platform for the audience to pose questions to each other and to a panel of Education Services members who have implemented AI in their organizations.

Please come to this session prepared to participate, whether asking a question, answering a question, or just sharing the current state of AI in your education organization and/or company at large.  Hopefully, you’ll leave this session inspired to take that first step towards implementing an AI project.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Accelerating Education Services with Analytics, ML, and Generative AI
  •  
education-services
Ask the Experts | Innovation challenges with AI in CS. How to transition from Pack Follower to Pack Leader
Stephen Fulkerson, TSIA | Kellie Capote, Gainsight | Emilia DÁnzica, Growth Molecules | Irit Eizips, CSM Practice, Inc. | Chris Dishman, Totango + Catalyst
stephen-fulkerson, kellie-capote, emilia-danzica, chris-dishman-2, irit-eizips
Ask the Experts | Innovation challenges with AI in CS. How to transition from Pack Follower to Pack Leader
Location:
Magnolia 1-3
Date:
Tuesday
,
2:50 PM - 3:50 PM

Join us as industry customer success thought leaders share their observations and experiences on how customer success organizations have not aggressively transitioned from pack followers to pack leaders with GenAI. Glean insights firsthand from customer success technology platform leaders, consulting firms, and research organizations as they share best practices and lessons learned when deploying AI capabilities to drive customers to success. What are the quick wins? What are the challenges and pitfalls to avoid? Lean forward as an active audience participant and ask questions from experts in the field.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
The Data & AI Revolution for Revenue Optimization & Customer Success
  •  
data-and-analytics
customer-success
Ask the Expert | Leadership Perspectives on AI in Offering Management
Hal Stanley, TSIA
hal-stanley
Ask the Expert | Leadership Perspectives on AI in Offering Management
Location:
Magnolia 16
Date:
Tuesday
,
2:50 PM - 3:50 PM

Join this Offering Management interactive session and ask the expert about their experience and insights around offering management in the age of generative LLM AI.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
  •  
offering-management
Better Together: Inside the Newly Merged Totango + Catalyst Customer Success Powerhouse
Edward Chiu, Totango + Catalyst
Better Together: Inside the Newly Merged Totango + Catalyst Customer Success Powerhouse
Location:
InteractZone, Theater Stage #2
Date:
Tuesday
,
1:25 PM - 1:45 PM

Growth at all costs is out, and retention is anything but free. Companies are struggling to identify and capture sustainable revenue, and they lack tools to help them protect and grow from their customer base. Totango + Catalyst—a result of the biggest merger in the customer success industry—offers the most powerful customer growth platform on the market to help customer success, revenue, and post-sale teams protect and grow revenue from the customer base.

Join Edward Chiu, co-CEO of Totango + Catalyst, for an exclusive insider’s view of the story of how these two industry leaders saw the opportunity to join forces—and get a glimpse of the Totango + Catalyst vision for customer-led growth and the next generation of customer success.

  •  
Break
Break
Location:
Cypress Alcove 1-3
Date:
Tuesday
,
11:00 AM - 11:20 AM

Take a break and enjoy a cup of Joe! Connect with attendees and speakers to make new acquaintances and fuel up for the late-morning sessions!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Break
Break
Location:
Cypress Alcove 1-3
Date:
Tuesday
,
11:50 AM - 12:00 PM

Take a break and enjoy a cup of Joe! Connect with attendees and speakers to make new acquaintances, and fuel up for the late-morning sessions!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Break
Break
Location:
InteractZone
Date:
Tuesday
,
2:30 PM - 2:50 PM

It’s been a long day! Take a break! We have you covered while you connect with fellow attendees and speakers to make new acquaintances and visit the Partners in the InteractZone to explore the latest product and service offerings.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results
Thomas Lah, TSIA | Jeremy DalleTezze, TSIA | Jillian Alexander, OpenText | Shally Stanley, Salesforce | Pattabhi Raman, Informatica
jillian-alexander, jeremy-dalletezze, thomas-lah, pattabhi-raman, shally-stanley
Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results
Location:
Cypress 1
Date:
Tuesday
,
4:00 PM - 5:00 PM

Artificial Intelligence (AI) and Generative AI (Gen-AI) have the potential to transform insights, processes and provide a competitive edge for B2B technology firms. But in reality, few companies have developed a complete AI roadmap, and many have yet to begin evaluating opportunities for leveraging AI and Gen-AI across the enterprise. In this executive panel, hear from three companies at various stages on their AI journey and participate in live Q&A on getting started with AI, identifying funding, and overcoming common challenges such as data integrity, change management, and gaining executive and employee buy-in.

Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
  •  
data-and-analytics, industrial-equipment
cross-functional
Headshot Lounge - Sponsored by Kantata
Headshot Lounge - Sponsored by Kantata
Location:
InteractZone
Date:
Tuesday
,
12:00 PM - 7:00 PM

Professional photographers are on site to take your complimentary headshot. Digital copies will be available almost instantly.

  •  
InteractZone Open
InteractZone Open
Location:
Cypress 2-3
Date:
Tuesday
,
12:00 PM - 7:00 PM

Explore the latest products and services offerings all under one roof. Mingle with other conference attendees while you browse the industry's newest technology services solutions in the InteractZone.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Managed Services Innovations with Generative AI
Manish Singh, Zebra Technologies
manish-singh
Managed Services Innovations with Generative AI
Location:
Magnolia 13-15
Date:
Tuesday
,
11:20 AM - 11:50 AM

Join this session to learn how Managed Services operation improvement could be achieved using Generative AI tools to make operations scalable, less prone to human error, efficient, and bring more automation with consistent outcomes. Though powerful, Gen AI can not replace Humans at this time. But it could definitely "assist" the operation agents. By bringing "assistance" through gen AI technologies, one would achieve greater productivity, scalability, and semi-automated "agents" equivalents, apart from many other advantages.

We invite Offer managers, operations managers, and anyone interested in Managed Services operations to attend this session.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Revolutionizing Managed Services with AIOps and Generative AI
  •  
managed-services
Networking Breakfast
Networking Breakfast
Location:
Magnolia Lawn
Date:
Tuesday
,
8:00 AM - 9:00 AM

Grab your breakfast and network with other conference attendees and speakers to make new acquaintances!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Networking Lunch
Networking Lunch
Location:
InteractZone
Date:
Tuesday
,
12:00 PM - 2:00 PM

Take advantage of our extended lunch break to enjoy a meal, network, participate in a table discussion, hear compelling content from the InteractZone theaters, and explore the latest products and services - all in the TSIA World InteractZone!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Networking Reception
Networking Reception
Location:
InteractZone
Date:
Tuesday
,
5:00 PM - 7:00 PM

Mingle with other conference attendees over delicious hors d'oeuvres and cocktails while you browse the industry's newest technology services solutions in the InteractZone.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Registration
Registration
Location:
Cypress Registration Desk
Date:
Tuesday
,
7:30 AM - 5:30 PM
  •  
Research Journey Readout | Content Development: From AI to Z
Maria Manning-Chapman, TSIA
maria-manning-chapman
Research Journey Readout | Content Development: From AI to Z
Location:
Magnolia 4-6
Date:
Tuesday
,
11:20 AM - 11:50 AM

TSIA’s Education Services practice area began a Research Journey in October that culminated in the findings from related research over the past six months. The journey, entitled “Content Development: From AI to Z,” covers three key pillars of content development:

1) processes/practices,

2) people/resourcing

3) tools/technology.  

This session will discuss the findings of this research journey, emphasizing the AI tools and technologies used by TSIA Education Services members. Time to develop content, as the Research Journey shows, continues to be the number one challenge content development organizations face. With AI, this no longer needs to be the case. Learn how AI, best practices, and creative sourcing can reduce content development time and costs.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Accelerating Education Services with Analytics, ML, and Generative AI
  •  
data-and-analytics, research-journeys
education-services
Seamless End-to-End Infusion of AI Into Customer Success
Stephen Fulkerson, TSIA
stephen-fulkerson
Seamless End-to-End Infusion of AI Into Customer Success
Location:
Magnolia 1-3
Date:
Tuesday
,
11:20 AM - 11:50 AM

TSIA's customer success capabilities framework is designed to scale maturity levels across the industry. What if the infusion of AI can accelerate your capabilities? Join TSIA's Stephen Fulkerson as he reveals industry research highlights capabilities best deployed with technology and AI. The panel session immediately following will go into a deeper discussion about the success and failures of AI deployment in customer success.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
The Data & AI Revolution for Revenue Optimization & Customer Success
  •  
data-and-analytics
customer-success, cro-council, customer-growth-and-renewal
Service Resolution Intelligence for Technical Support
Cat Neunzig, Neuron7 | Chandan Banerjee, Ciena | John Page, Keysight Technologies
Service Resolution Intelligence for Technical Support
Location:
Magnolia 19-21
Date:
Tuesday
,
2:00 PM - 2:30 PM

With knowledge spread across vast data sources and in the minds of individuals, resolving customer issues in complex service environments is a struggle.

Neuron7.ai helps you get to 90%+ resolution accuracy faster with turn-by-turn guidance that brings together knowledge from thousands of people, data sources, and interactions.

Hear from service leaders at Ciena and Keysight who have successfully implemented AI for technical support, including: 

-Top use cases for AI and results

-How to deliver “one right answer” and turn-by-turn directions

-How AI strategies evolve and expand over time

Learn how Service Resolution Intelligence is changing the game for technical support.

  •  
Startup Alley Tour
Startup Alley Tour
Location:
Between Cypress Alcove 1-2
Date:
Tuesday
,
5:00 PM - 6:00 PM

In the Startup Alley Tour, attendees will be guided to each Startup Alley participant for a brief overview of their innovative solutions and how they are impacting 'The Rise of AI in Technology and Service Operations'. The tour combines an educational and social experience, providing opportunities to interact with startup executives and other conference participants. Wireless headsets will be provided. Sign up during conference registration.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
TSIA Best Practices Open Mic - Share Your Tips!
TSIA Best Practices Open Mic - Share Your Tips!
Location:
InteractZone
Date:
Tuesday
,
6:00 PM - 7:00 PM

All TSIA World INTERACT attendees are invited to participate in our first-ever Best Practices Open Mic!  This is your chance to “jam” with your fellow attendees and share your experiences about implementing and adopting AI in technology and services business models - AND compete for prizes while you do it! Take the stage at INTERACT for your chance at bragging rights during our 1st annual Open Mic.

Participants will have 10 minutes to share an AI solution or best practice. Don’t miss the chance to contribute to this interactive and dynamic learning experience.

*Participation is limited; sign up at the Partner Assistance Desk in the InteractZone.

Visual equipment (screen/projector) is not available.

Networking
Networking
Networking
Networking
Networking
Networking
  •  
TSIA Hot Takes Panel
George Humphrey, TSIA | Vele Galovski, TSIA | Darlene Kelly, TSIA | Cameron LaFerney, TSIA | Jenna Finley, TSIA
jenna-finley, vele-galovski, george-humphrey, darlene-kelly, cameron-laferney
TSIA Hot Takes Panel
Location:
Cypress 1
Date:
Tuesday
,
10:00 AM - 11:00 AM

Hot Take: An opinion that’s unpopular to the point of controversy. In this session, TSIA Distinguished VP and Managing Director George Humphrey will lead a panel of TSIA experts as they discuss current hot-button topics in the adoption and implementation of AI in the technology and services industry.

Audience members can submit “hot take” topics they want the panel to discuss. Current events at conference time will determine the final list of hot-take topics. If you want to witness a lively and informative debate, this is the session for you.

Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
  •  
data-and-analytics, industrial-equipment
cross-functional
Table Discussions: Offering Management and AI
Hal Stanley, TSIA
hal-stanley
Table Discussions: Offering Management and AI
Location:
Canary 3-4
Date:
Tuesday
,
11:20 AM - 11:50 AM

This session will encourage open discussions between member companies around the use of generative LLM AI in offering management. Participants will rotate between 3, 10-minute topical discussions, sharing experiences and insights.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
  •  
offering-management
The AI State of Play in Professional Services
Bo Di Muccio, TSIA | Dave Young, TSIA
The AI State of Play in Professional Services
Location:
Magnolia 10-12
Date:
Tuesday
,
11:20 AM - 11:50 AM

This session will give an overview of the AI landscape from a Professional Services perspective, focusing on framework content and results from a series of QPs we're doing and the results from a BCAS session we're conducting with the PS Advisory Board.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI and ML: Transforming Professional Services
  •  
professional-services
The Blueprint for Intelligent Services. Smarter Sales & Delivery of Subscription Services
Jonathan Corrie, Precursive
The Blueprint for Intelligent Services. Smarter Sales & Delivery of Subscription Services
Location:
Magnolia 13-15
Date:
Tuesday
,
2:00 PM - 2:30 PM

Discover the essential blueprint for optimizing services with intelligent processes, enhancing sales strategies, and streamlining the delivery of subscription services. This session will delve into how to navigate professional services growth phases, the evolution of service offerings, and the pros and cons of different pricing models - all to ensure seamless services delivery.

Ideal for professional services executives, services sales professionals, and implementation/delivery managers seeking to innovate their subscription-based business models and those looking to package their services. Attendees will gain insights into harnessing AI-driven insights, enhancing customer experiences, and implementing agile methodologies to boost service recurring revenues and retention.

  •  
The Race to ROI with GenAI
Patrick Martin, Coveo
The Race to ROI with GenAI
Location:
Magnolia 7-9
Date:
Tuesday
,
2:00 PM - 2:30 PM

Businesses are increasingly relying on AI, particularly GenAI, to drive innovation, streamline processes, and boost competitiveness. However, the journey from implementing GenAI to realizing ROI is often fraught with challenges, leading to a significant loss of time and money. Join Coveo to explore critical factors affecting the ROI of GenAI implementations: common obstacles, measuring success, and why self-service is the fastest path to value. Learn from industry examples, uncovering strategies leading to up to 20% self-service improvement in just 6 weeks. Gain valuable lessons from these case studies, enabling you to replicate success in your endeavors.

  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
1:10 PM - 1:30 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
12:30 PM - 12:50 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
12:50 PM - 1:10 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
1:30 PM - 1:50 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
2:50 PM - 3:10 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Theater Sessions
Theater Sessions
Location:
InteractZone
Date:
Tuesday
,
3:10 PM - 3:30 PM

Learn how technology provides ways to solve strategic business challenges, with a focus on AI and emerging Gen-AI capabilities.

Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
Theater Session (sponsored)
  •  
Tired of Buzzwords? Five Real-Life Examples of AI in Post-Sales
Ori Entis, Staircase.ai
Tired of Buzzwords? Five Real-Life Examples of AI in Post-Sales
Location:
InteractZone, Theater Stage #2
Date:
Tuesday
,
12:50 PM - 1:10 PM

While many of us recognize AI's potential to transform various industries, understanding how to implement it effectively within our teams and its tangible benefits is still a challenge. In this presentation, we'll explore actionable steps that post-sales teams, such as customer success, support, and revenue, can take to leverage AI to achieve real results.

Key takeaways include how to implement AI to:

• Identify opportunities to expand accounts

• Cultivate strong customer relationships and reduce churn

• Streamline post-sales processes for greater efficiency

  •  
Upscale CX & Improve Engineer Productivity Through Gen AI
Rithvik Chandrashekar, Informatica
rithvik-chandrashekar
Upscale CX & Improve Engineer Productivity Through Gen AI
Location:
Magnolia 7-9
Date:
Tuesday
,
11:20 AM - 11:50 AM

Informatica identified the need to invest in AI to elevate the customer experience and improve engineer productivity during the industry transformation from maintenance to subscription licensing. Since then, we have led innovations in customer interactions, automating repetitive and time-consuming tasks, identifying critical actions leading to optimized costs, and accelerating response times to meet increasing customer expectations.

The session would be of value to any support org leader looking towards automation through AI investments.

The key takeaways:

1. Optimize and reduce costs with the right investments to improve support engineer productivity

2. Elevate customer experience by meeting the current industry demands of response times and quality

3. Reduce Customer effort

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI-Driven Proactive Support and Field Services
  •  
industrial-equipment
field-services, support-services
When and Where to Leverage Human-First AI in Customer Success
Tori Jeffcoat, Gainsight | Jason Hersh, Gainsight
When and Where to Leverage Human-First AI in Customer Success
Location:
Magnolia 1-3
Date:
Tuesday
,
2:00 PM - 2:30 PM

When used at the right times and in the right ways, AI is a powerful force for explosive business growth. But how do you know when those 'right times' are? Join Gainsight to discover the synergy of cutting-edge AI and authentic human engagement as we explore how human-first AI can amplify customer relationships and simplify CS actions through digital scale, creating new ways to better engage with your customers and eliminating common pain points of customer-facing teams. Hear the latest data about how customer success teams are leveraging AI to drive better customer outcomes and key strategies for what truly works. You'll walk away with actionable tactics and better insight into where CS teams should start, as well as how to ensure your AI strategies amplify your human successes.

  •  
Opening Keynote | The Black Box of Operationalizing AI - Sponsored by Certinia
Thomas Lah, TSIA
thomas-lah
Opening Keynote | The Black Box of Operationalizing AI - Sponsored by Certinia
Location:
Cypress 1
Date:
Tuesday
,
9:00 AM - 10:00 AM

TSIA has been conducting an industry research journey “Enterprise AI in Technology and Service Operations.” The objective of this research journey is to identify how technology companies are managing the deployment of new AI capabilities to reengineer their internal workflows.

The results of this research have resulted in:

·        Data on the current maturity of managing the deployment of AI capabilities

·        A series of recommended practices related to deploying AI capabilities

·        A series of industry case studies on deploying specific AI use cases across education services, support services, and professional services

 

In this keynote, TSIA Executive Director and Executive VP, Thomas Lah will discuss how technology companies are navigating the journey to operationalize AI capabilities to improve internal workflows. Specifically, he will provide insights on:

·        The current headcount engines of technology companies and how they may be changing with the deployment of AI

·        What is creating the “black box of operationalizing AI”

·        Tactics for navigating the black box

·        A simple mantra for all technology professionals

Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
  •  
data-and-analytics, industrial-equipment, research-journeys
cross-functional
Break
Break
Location:
Date:
Tuesday
,
2:30 PM - 2:50 PM
  •  
Break
Break
Location:
Date:
Tuesday
,
3:20 PM - 3:50 PM
  •  
Break
Break
Location:
Date:
Tuesday
,
4:10 PM - 4:30 PM
  •  
Breakouts
Breakouts
Location:
Date:
Tuesday
,
2:00 PM - 2:30 PM
  •  
Breakouts
Breakouts
Location:
Date:
Tuesday
,
2:50 PM - 3:20 PM
  •  
Breakouts
Breakouts
Location:
Date:
Tuesday
,
3:40 PM - 4:10 PM
  •  
Breakouts
Breakouts
Location:
Date:
Tuesday
,
4:30 PM - 5:00 PM
  •  
EnvisionExpo Open
EnvisionExpo Open
Location:
Date:
Tuesday
,
12:00 PM - 7:00 PM
  •  
General Session
General Session
Location:
Date:
Tuesday
,
9:00 AM - 12:00 PM
  •  
Headshot Lounge
Headshot Lounge
Location:
Date:
Tuesday
,
12:00 PM - 7:00 PM
  •  
Networking Breakfast
Networking Breakfast
Location:
Date:
Tuesday
,
8:00 AM - 9:00 AM
  •  
Networking Lunch
Networking Lunch
Location:
Date:
Tuesday
,
12:00 PM - 2:00 PM
  •  
Networking Reception
Networking Reception
Location:
Date:
Tuesday
,
5:00 PM - 7:00 PM
  •  
Registration
Registration
Location:
Date:
Tuesday
,
7:30 AM - 5:30 PM
  •  
Startup Alley Tour
Startup Alley Tour
Location:
Date:
Tuesday
,
5:00 PM - 6:00 PM
  •  
AI Powered Services Convergence
Bo Di Muccio, TSIA | Brian Hodges, nCloud Integrators LLC
brian-hodges, bo-di-muccio
AI Powered Services Convergence
Location:
Magnolia 10-12
Date:
Wednesday
,
9:00 AM - 9:30 AM

When services are siloed, so are critical data streams. This represents an obstacle to effective organizational transformation and a huge lost opportunity to deploy AI cross-functionally to drive operational efficiency and a better, more outcome-driven customer experience. 

In this session, we present a framework to help you organize your thinking about how AI can power smart services convergence and drive much higher company and customer value.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI and ML: Transforming Professional Services
  •  
professional-services
Accelerated Content Development with AI
Miki Ishikawa, OpenText | Adrienne Roster, OpenText
miki-ishikawa, adrienne-roster
Accelerated Content Development with AI
Location:
Magnolia 19-21
Date:
Wednesday
,
9:50 AM - 10:20 AM

Accelerated by the rise in XaaS models and more frequent release cycles, content development organizations are increasingly asked to do more and faster. This session will explore how OpenText is leveraging the power of AI to innovate and improve the learner experience and generate net new and tailored versions of existing content, resulting in significantly faster time to market for both standard offerings and custom adoption projects for our customers.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Accelerating Education Services with Analytics, ML, and Generative AI
  •  
education-services, customer-success, support-services, professional-services
Addressing Hurdles: Strategies for Successfully Initiating AI Implementations
Raj Gopisett, Ciena
raj-gopisett
Addressing Hurdles: Strategies for Successfully Initiating AI Implementations
Location:
Magnolia 7-9
Date:
Wednesday
,
9:50 AM - 10:20 AM

In the rapidly evolving digital landscape, the strategic integration of AI has become imperative for businesses. In this engaging session, we will take you through Ciena's real-world experiences with AI implementation. We will delve deep into the challenges we encountered, from the ideation of AI use cases, including Services at Ciena, to their actual realization. Our discussion will navigate through a myriad of issues, encompassing data management, infrastructure needs, talent acquisition, system integration, security, ethical and legal considerations, change management, scalability, ROI measurement, and keeping pace with AI advancements. The objective of this session extends beyond merely understanding these challenges. We aim to share effective strategies that have not only guided Ciena but can also potentially assist other businesses in navigating these hurdles. Our ultimate goal is to enable successful AI integration and foster value creation across diverse business operations. We invite you to join us as we demystify the complexities of AI implementation, transforming challenges into opportunities for growth and innovation in this insightful session.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI-Driven Proactive Support and Field Services
  •  
industrial-equipment
field-services, support-services
Applying AI to the Enterprise Software Sales Cycle
Sampoorna Dasgupta, IBM
sampoorna-dasgupta
Applying AI to the Enterprise Software Sales Cycle
Location:
Magnolia 1-3
Date:
Wednesday
,
9:50 AM - 10:20 AM

Join this session to learn how to apply AI to the software sales cycle across four client journey stages: Engage, Try, Adopt, and Renew. This method has tremendously boosted productivity at IBM and accelerated our journey toward Product-Led Growth. The content will be relevant to technology executives and technical talent looking to apply enterprise AI strategy to drive sales.

Key takeaways include:

-How to target potential customers with AI

-How to apply AI to product trials to predict conversion likelihood

-How to apply generative AI to accelerate adoption

-How to use post-sales product instrumentation data to mitigate churn risk

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
The Data & AI Revolution for Revenue Optimization & Customer Success
  •  
data-and-analytics
cro-council, customer-growth-and-renewal, customer-success
Break
Break
Location:
InteractZone
Date:
Wednesday
,
10:20 AM - 10:40 AM

Take a break and enjoy a cup of Joe! Connect with attendees and speakers to make new acquaintances and fuel up for the late-morning sessions!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Break
Break
Location:
InteractZone
Date:
Wednesday
,
11:10 AM - 11:30 AM

Take a break and enjoy a cup of Joe! Connect with attendees and speakers to make new acquaintances and fuel up for the late-morning sessions!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Break
Break
Location:
Cypress Alcove 1-3
Date:
Wednesday
,
9:30 AM - 9:50 AM

Take a break and enjoy a cup of Joe! Connect with attendees and speakers to make new acquaintances and fuel up for the late-morning sessions!

Networking
Networking
Networking
Networking
Networking
Networking
  •  
Closing Keynote I From Insights to Impact: Accelerating the AI Advantage - Sponsored by Kantata
Doug Schmitt, President, Dell Technologies Services
Closing Keynote I From Insights to Impact: Accelerating the AI Advantage - Sponsored by Kantata
Location:
Cypress 1
Date:
Wednesday
,
2:00 PM - 3:00 PM

Join Dell Technologies Services President, Doug Schmitt, as he shares actionable insights from Dell's AI journey. This session will highlight how Dell and its customers are creating competitive advantages with AI today and illustrate how GenAI developments are impacting the future of services.

Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
Mainstage
  •  
data-and-analytics, industrial-equipment
cross-functional
Customer Success Leveraging AI to Boost Proactive Customer Engagement ROI
Dominique Gribot-Carroz, Moody's Analytics
dominique-gribot-carroz
Customer Success Leveraging AI to Boost Proactive Customer Engagement ROI
Location:
Magnolia 1-3
Date:
Wednesday
,
9:00 AM - 9:30 AM

Moody’s has been an early adopter of GenAI in 2023. In this session, we will share how Gen-AI has been helping Moody’s Analytics to maximize the Customer Engagement’s impact: - Create immediate customer empathy at scale nearly real-time, using all types of customer feedback and experiences - Craft highly personalized and proactive customer engagement - Accelerate client value and outcomes identification with real time-to-value focus.

Key Takeaways:

-Scale empathy and personalization with Gen AI Transition from reactive to proactive engagements at scale

-Boost Customer Success and Customer Experience, adding value at each customer engagement

Who should attend:

C-Suite Heads of Customer Success, Customer Experience, Customer Success Operations, Technology Leaders, and Transformation Leadership

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
The Data & AI Revolution for Revenue Optimization & Customer Success
  •  
data-and-analytics
customer-success, customer-growth-and-renewal, cro-council
Customer Value Enhancement in the AI Age
Nafeesul Farouqi, AVEVA Software, LLC | Neal Hatton, AVEVA Software, LLC
nafeesul-farouqi, neal-hatton
Customer Value Enhancement in the AI Age
Location:
Magnolia 4-6
Date:
Wednesday
,
9:50 AM - 10:20 AM

The session covers how the industry is moving from break-fix support to where support agents must enhance the overall value customers perceive. The reality of the critical role agents will play in adoption and expansion motions. The session will explore how various AI use cases in the support industry can help technical support departments self-fund the bandwidth needed to perform customer value-enhancing activities.

Target Audience: Leaders of Technical Support

Takeaways:

(1) Support Agents must shift into doing more value-enhancement for customers,

(2) Budgets are tight, necessitating self-funding strategies,

(3) AI technology can enable capacity creation

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI-Driven Proactive Support and Field Services
  •  
industrial-equipment
field-services, support-services
Delivering AI-Driven, Proactive, and Guided Support within Cloud and On-Prem Products to Enlighten Customers
Nik Kale, Cisco | Foster Lipkey, Cisco
nik-kale, foster-lipkey, ullie-versavel
Delivering AI-Driven, Proactive, and Guided Support within Cloud and On-Prem Products to Enlighten Customers
Location:
Magnolia 7-9
Date:
Wednesday
,
9:00 AM - 9:30 AM

In the ever-evolving world of technology, Cisco Systems stands at the forefront of innovation, particularly in harnessing the power of Artificial Intelligence (AI) to revolutionize customer support services. This session delves into the groundbreaking approach of delivering AI-driven, proactive, and guided support embedded within cloud and on-premises products. We will explore how Cisco Systems is pioneering new methodologies to enhance user experience, anticipate customer needs, and provide seamless, intelligent solutions.

The session will offer insights into integrating AI technologies in customer support, demonstrating how machine learning, predictive analytics, and intelligent automation transform support delivery. Attendees will learn about the challenges, strategies, and successes Cisco has encountered in implementing these advanced support mechanisms. This session is invaluable for customer support, IT service management, product development, and AI technology implementation professionals. It is particularly beneficial for those involved in or interested in understanding the integration of AI within customer support frameworks. IT managers, support team leaders, AI technology enthusiasts, cloud service providers, and on-premises software developers will find the content particularly relevant. Additionally, business strategists and decision-makers in technology companies looking to enhance their customer support services through AI will gain significant insights from this session.

Key Takeaways:

-Understanding AI-Driven Customer Support: Understand how AI and machine learning technologies can be integrated into customer support services. Learn about the tools and techniques Cisco Systems uses to provide intelligent, proactive customer support.

-Insights into Proactive and Predictive Support Models: Discover how Cisco anticipates and addresses customer issues before they escalate, using predictive analytics and automated problem-solving strategies. Attendees will get an in-depth view of the proactive support model, redefining the traditional reactive support paradigm.

-Best Practices and Real-World Applications: Through case studies and real-world examples, learn about the practical aspects of implementing AI-driven support within cloud and on-premises environments. This takeaway will focus on the challenges, solutions, and best practices Cisco Systems has developed and adopted in its journey toward enlightened customer support.

The session aims to inform and inspire attendees to envision and implement similar AI-driven support strategies in their organizations, ultimately leading to enhanced customer satisfaction and operational efficiency.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
AI-Driven Proactive Support and Field Services
  •  
industrial-equipment
field-services, support-services
Failing Fast to Learn Fast with AI-Powered Learning
Matthew Annis, SS&C Blue Prism | Cian Hegarty, SS&C Blue Prism
matthew-annis, cian-hegarty
Failing Fast to Learn Fast with AI-Powered Learning
Location:
Magnolia 19-21
Date:
Wednesday
,
11:30 AM - 12:00 PM

Explore the lessons learned from integrating Generative AI software into Blue Prism's learning experiences. We'll share our achievements and setbacks, emphasizing the power of rapid audience testing, AI-driven iteration, and measurable insights. This session is a must for instructional designers, developers, tech education professionals,  and anyone interested in AI-enhanced learning experiences.

Key Takeaways:

-Learn how to harness AI for educational content creation and personalization.

-Understand the value of quick audience testing and iterative improvement.

-Discover how to measure success and adapt AI-driven tools/strategies in real-time for effective learning solutions.

Breakout
Breakout
Breakout
Breakout
Breakout
Breakout
Accelerating Education Services with Analytics, ML, and Generative AI
  •  
education-services
From Hype to Higher Engagement: A Journey into AI Integration for Enhanced Learning Experiences at SAP Learning
Mark Myers, SAP
From Hype to Higher Engagement: A Journey into AI Integration for Enhanced Learning Experiences at SAP Learning
Location:
Magnolia 19-21
Date:
Wednesday
,
9:00 AM - 9:30 AM

When we began our AI journey, there was a lot of excitement, enthusiasm, and innovative ideas, so much so that knowing where to start was almost the most challenging part. The technology was new to our teams, so our first pilot was focused on how we technically integrate AI into our learning experience.

One of our challenges within the SAP Learning space is content from multiple platforms, so with our first pilot, we decided to leverage the power of generative AI to see how we could combine these sources through an AI-empowered search.  

This talk will take you through how we built this deep AI search, our lessons learned, and what insights we gathered from the user interaction and feedback.  

We will also examine how we leveraged this learning to inform our future product development using AI as an accelerator.

Breakout
Breakout
Breakout