Session 1, 9:45-10:30
Cisco Update and Cisco DUO
AI for Customer Care – Can you afford to ignore it?
Today’s digitally connected consumers are demanding unprecedented levels of 24 x 7 x 365 customer service. But most call centers are slow to respond due to aging technology and processes that rely solely on Interactive Voice Response Systems (IVR) and human agents. As organizations look to digitally transform their business and retain customers, the opportunity to modernize the contact center has become a top priority.
Companies can bring impactful change to their contact centers by embracing Watson’s AI-powered virtual agents, integrated with chat/messaging for seamless transfers to live agents—scaling operations and transforming customer care, while reducing costs by 29%, decreasing call resolution time by 70%, and delighting users. You can’t miss this party.
- Using Virtual Assistants or chatbots is no longer a luxury for businesses
- Today’s clients expect 24 x 7 x 365 omni-channel support to answer their questions.
- Watson for Customer Care is the answer you need. With Watson, you can use AI to can reduce costs by 29%, decrease call resolution time by 70%, and delight your customers.
Challenging Choices in IT
When you need IT resources, should you hire or outsource? When getting ready to buy, should you collaborate with a vendor partner or send out an RFP? Are companies better off buying (CapEx) or leasing/subscribing (OpEx)? How do you approach these and other sticky situations? Are the choices black and white or is it more a matter of “it depends”? Where do you go for guidance or support? If you’re an IT leader, experienced or not, come listen to an experienced panel who will share their perspectives and insights on dealing with the difficult, non-technical challenges of IT.
Panel Members: Galen Metz, retired healthcare CIO; Mike Birt, VP of IT, Allied 100; Sebastian West, Director of IT – Infrastructure, Operations and Governance, Pierce Manufacturing
12 Steps to Cloud Success
This session is for people who are just starting to implement cloud solutions for their company, or are not sure how to use cloud based solutions to benefit their organization. The session is based upon a classic twelve step program because the first step to successfully utilizing cloud based solutions is to admit that your company is already using them. Methods to use the cloud to the advantage of your company, as well as ways to avoid common pitfalls will be covered.
- High level means to identify and control shadow IT
- High level techniques to justify and prioritize implementing cloud based solutions
- A high level understanding of the economics of using cloud based services
Session 2, 11:00-11:45
Genesys Roadmap: AltoCloud
IoT and Applying Data Center Best Practices to the Edge
With IoT (Internet of Things) and the growing number of connected devices everywhere, the “edge” is seeing extreme growth in demand and criticality. As more and more devices become “smart” and are connected to our networks, the more strain it is putting on the current infrastructure. To improve latency and maintain this demand, more and more applications are being moved out of the Data Centers and to the edge to provide better support. The days of IDFs sharing duties with a janitor’s closet are behind us and the best practices that we see in the data center are now being applied to the IDF/MDF network of closets across your campus, country, and even at the global scale. This presentation will highlight these best practices and show you how you can help in achieving more availability at your Edge.
- Learn what the best practices are surrounding your data center and edge.
- What Tier level of reliability as defined by Uptime Institute you desire and how to achieve it
- Learn about the industry leading technologies in UPS, PDUs, Cooling, Monitoring and more as they pertain to the growing edge
Creating Business Centric IT
Businesses are spending more and more on technology, but IT budgets are flat or down and IT is trying to do more with less. This session will cover how do I use the techniques of Enterprise Architecture to demonstrate value that IT brings to the business, bridge the gap and create a culture that balances the day to day tasks with executing the projects necessary to fulfill my business’ strategic objectives, and ensure alignment with the lines of business.
- No framework is correct, but more than one framework is a problem.
- Business relevance is a skill, and like all skills, requires practice to improve.
- Solving problems from right to left helps ensure the correct problems are being solved.
Presenter: Wiley Christie, Cisco
Using Cloud Services for Backup, Archiving and Disaster Recovery
This presentation will cover the different requirements of backup/recover, data archiving, and disaster recovery systems, and associated challenges. We will discuss how utilizing cloud based storage in conjunction with new or existing tools can reduce the challenges and cost associated with backup, archiving, and disaster recovery. We will also cover how using cloud based storage for offsite backups can act as a foundation for more robust and cost effective archiving and/or disaster recovery solutions.
- An understanding of how to use cloud services for backup, archiving, and disaster recovery.
- An understanding of the cost models for backup, archiving, and disaster recovery in the cloud.
- An understanding of the different requirements of backup, archiving, and disaster recovery systems
Session 3, 1:00-1:45
The people we’re there to serve and support are demanding more, demanding better and demanding it now. Learn why and how Citrix continues to set the pace for end-user experience both on-premises and in cloud-based environments. If you still believe Citrix is just a couple of published apps and a desktop, be prepared to walk away with a whole new perspective. Web apps, SaaS, desktops, security, mobility, and operational agility for the ever-evolving needs and expectations of our end-users. All of this must be balanced with providing business value by reducing risk, decreasing costs and driving revenue.
- An opportunity to think differently about computing and the end-user experience, and recognize how you can become a business enabler.
- Features, functionality and productivity – Oh My! (sorry, no references to Chuck Norris)
- Cloud or on-prem? The answer is “yes”, of course.
Industrialized IoT – Driving Digital Future at the Edge
Creating a strategy for IoT implementations has been a goal for many companies. As IoT hits critical mass, the opportunities go beyond the specific and to the applications where the edge is ready to take advantage of the robust interfaces to Internet of Things and make interoperability a reality. We will discuss Cisco’s approach to IoT solutions, how we are helping organizations through their digital transformation and leverage Edge Computing to deliver robust industrialized solutions that drive business outcomes.
- Clear understanding of how Cisco is helping organizations take advantage of IoT.
- IoT is not all about technology.
- Strong Use Cases drive better Business Outcomes.
Beating the IT Talent Shortage
The challenges of finding qualified IT resources at all levels are well documented. The ineffectiveness of usual practices is pretty clear. What initiatives and options exist to address this challenge? Is anybody having success? Listen to a panel of experts speak to different facets of the challenge share their perspectives and best practices to offer you some takeaways to your own challenges.
Panel Members: Cindy Enli, Talent Acquisition Strategist, J. J. Keller; Michelle Schuler, TechSpark WI Manager, Microsoft; Melinda Morella-Olson, Director of Strategic Engagement, Imaginasium
What’s Shakin’ in Customer Care Land: Observations on Service Leaders’ 2019 Interests and Agendas
It’s an exciting time to be in the customer care business! The strategies, methods and toolsets of customer service are undergoing a very significant evolution as a new era of rising customer expectations and rapid technological change continues to unfold and a number of profound macro trends play out in commerce and society. These “tectonic shifts” are shaking the ground under customer service organizations – and the “to do” and “to figure out” lists of customer care leaders are chock full. In this talk, Roger Paulson, Director of the UWEBC’s Customer Service practice, will share observations and commentary on what is on the minds and in the action plans of service leaders from the 50+ top Wisconsin companies that participate in the UWEBC’s vibrant customer service practice-sharing community.
- Motive forces shaping customer care leaders’ strategies, plans and initiatives
- Current top areas of focus and investment for contact centers in the UWEBC membership
- Challenges yet to be resolved and future directions for customer care
Session 4, 2:15-3:00
Cisco SD-WAN: What’s behind the scenes to make it work
In this session we will cover the changing market space and the needs for organizations to look at SD-WAN. We will cover the technology and network designs needed to support this model. We will review Cisco VManage and the Cisco DNA center for network orchestration. We will then address how to migrate or implement the solution and steps for success.
Presenter: Brian Joanis, Systems Engineer, Cisco
Surviving a Weaponized Threat Landscape
The traditional enterprise threat landscape was bad enough. Then came mobile and cloud. Those were the good old days! Today’s rapidly evolving threat landscape includes artificial intelligence as the ultimate bad actor. IoT bridges the physical and cyber worlds, bringing direct safety concerns. And our content and data profiles intimately know and can predict our specific predilections – increasingly better than we know ourselves and those we interact with. We’ve been robbed of our security innocence. Hyper-targeted. And have to forever change our notions of security. Time for a new plan.
- Bad Thoughts: Innovative and scary ways that technology, financial and reputational threats are destroying security targets.
- Tools and Techniques: Blending physical, digital and psyops to counter weapons aimed at security, privacy and safety.
- Survival Plan: 10 things you must do to prepare yourselves, your teams and your organizations to be resilient.
Robotics, IoT and AI in Manufacturing – Neenah Enterprises Success Story
Neenah Enterprises is currently implementing Robotics (AI) and Shop Floor Monitoring (IoT) Solutions. Karl Jerde, VP of IT at Neenah Enterprises will share some of the key findings related to project scope, successes and challenges. Tony Olson from Excelion, a local company specializing in end-to-end AI and IoT solutions, will discuss how they are engaging with Neenah Enterprises to help drive their solution results. Gary Fisher, EDCi’s Enterprise Architect will look at IoT from a network design perspective and share insights on support performance and security between Operational Technology and Information Technology.
Panel Members: Tony Olson, Director of Business Development, Excelion Partners; Karl Jerde, VP of IT, Neenah Enterprises; Gary Fisher, Principle Engineer, EDCi
Marrying IT Expertise with Business Goals to Provide Top Notch Customer Experience
Panelists will tackle the topic of achieving IT and Contact Center alignment to create a successful partnerships. They will discuss aligning goals, the role of IT in business decisions, generating leadership buy in for technology to support the business, and more!
Panel Members: Steve Steinhafel, Customer Service General Manager & Bill Schultz, Customer Service Supervisor, Steinhafel’s; Bonnie Bishop, VP Contact Center Program Manager, Johnson Financial Group; Vicki Leinbach, CIO, Ariens; Cindy Roley, Business Analyst, ThedaCare; Diane Zausch, Senior Business Analyst, WE Energies