APJC Collaboration Connection 2014
Agenda for Contact Center Partners & Customers
Monday, May 26
9:00 am – 5:00 pm
Arrivals & Registration
Kashgar Foyer, Level 5
9:00 am – 5:00 pm
Executive 1:1 Meetings (for Partners)
Almaty 6001A, Level 5
Samarkan 6401A, Level 5
Samarkan 6401B, Level 5
Samarkan 6501A, Level 5
Samarkan 6501B, Level 5
7:00 pm – 10:00 pm
Welcome Reception (for Partners)
Jaya Pool, Level 4
7:00 pm – 10:00 pm
Welcome Dinner (for Customers)
Bene restaurant, Level 1
7:00 am – 9:00 am
Breakfast
Samarkan 6402 – 6507, Level 5
9:00 am – 9:15 am
Welcome
Kokand 6203 – 6306, Level 5
Tuesday, May 27
Irving Tan
President, Asia Pacific & Japan
Andre Smit
Managing Director, Collaboration Solutions, APJC
9:15 am – 10:00 am
Exceptional Collaboration Experiences in the Age of the Connected User
Rowan Trollope
Senior Vice President & General Manager, Collaboration Technology Group
Today’s connected user assumes that they can work anytime from anywhere. Whether they are on-the-go,
Kokand 6203 – 6306, Level 5
at a home office, or in a conference room, people, now more than ever, collaborate in real-time. Flawless
experiences are also expected, which means seamless, secure and easy-to-use technology solutions must
be in place.
Join Rowan Trollope as he introduces new Cisco solutions, and discusses why creating exceptional
collaboration experiences are the lynch pin in driving measurable business outcomes. Not just in today’s
marketplace, but for many years to come as the workforce continues to shape-shift with new generations.
10:00 am – 10:45 am
Collaboration from Browser to the Boardroom
Kokand 6203 – 6306, Level 5
Snorre Kjesbu
Vice President & General Manager, TelePresence & IP-Phone Business Unit
The presentation will tie the vision and mission of Cisco collaboration, with the newly released range of
room and desk video endpoints. The presentation will cover the new exiting innovation developed at Cisco
in the new portfolio, the ease of installation and use. The new range of products is also at an all new price
range making pervasive video affordable and attractive. The products were design with the user at the
center. This has provided unprecedented design and user experience. A new range of IP-phones has also
been launched and the attributes of this line will be covered.
10:45 am – 11:15 am
Break
Pre Function Area E, Level 5
11:15 am – 12:00 pm
Collaboration: Winning in a Changing Landscape
Kokand 6203 – 6306, Level 5
Carl Wiese
Senior Vice President, Global Collaboration Sales
In today’s environment, providing customers with a product or selling them a “solution” is no longer
enough. In order to survive – and thrive – companies must be more agile than ever, with a focus on
understanding, delighting, connecting with, and serving customers and their business outcomes. This is the
new way. Cisco can help you get there.
12:00 pm – 12:30 pm
Reimagining Your Workspace: Using Collaboration to Get Things Done in a Distributed & Global Kokand 6203 – 6306, Level 5
World
Peder Ulander
Vice President, Collaboration Marketing
12:30 pm – 2:00 pm
Lunch
Samarkan 6402 – 6507, Level 5
12:30 pm – 2:00 pm
Demo Showcase
Almaty 6002 – 6103, Level 5
2:00 pm – 5:00 pm
Meet the Experts
Almaty 6104 – 6105, Level 5
Host: Cameron Harris, General Manager, Customer Collaboration, APJC
2:00 pm – 5:00 pm
Guided Showcase Tours
Almaty 6002 – 6103, Level 5
Experience guided demonstrations of the following:
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Dynamic Agent Workspace
Precision Routing and Reporting
Online and Social
Mobile Customer Experience
Remote Expert
2:00 pm – 5:00 pm
Executive 1:1 Meetings (for Customers)
Samarkan 6401A, Level 5
Samarkan 6401B, Level 5
Samarkan 6501A, Level 5
Samarkan 6501B, Level 5
7:00 pm – 10:00 pm
Gala Dinner
Kokand 6202 – 6307, Level 5
7:00 am – 9:00 am
Breakfast
Samarkan 6402 – 6507, Level 5
9:00 am – 9:10 am
Welcome
Almaty 6104 – 6105, Level 5
Wednesday, May 28
Cameron Harris
General Manager, Customer Collaboration, APJC
9:10 am – 10:00 am
Customer Collaboration Keynote
John Hernandez
Vice President & General Manager, WW Customer Collaboration Business
Cisco Customer Collaboration provides unique capabilities to embrace the digitally connected customer, to
Almaty 6104 – 6105, Level 5
move beyond multi channel Contact Centre to enterprise wide, end to end Omni Channel experiences. In
this session be introduced to Cisco’s focus and investments across Cisco’s leading Mobile, Online and Video
collaboration technologies along with Unified Customer Contact Platform provides a new Customer
Experience Platform as everything and everyone becomes connected.
10:00 am – 10:30 am
Customer Collaboration Forces of Change
Almaty 6104 – 6105, Level 5
Paul Stockford
President & Chief Analyst, Saddletree Research
The contact center industry is entering a period of change unlike anything the industry has seen since the
advent of computer-telephony integration in the early 1990s. This era of change is coming from a number
of different directions including the evolving expectations of customers, technology innovations, network
functionality, mobility support and analytics applications. These changes are expected to converge in order
to redefine customer service in the years ahead. This session will take a brief look at the most disruptive
and intriguing of these forces of change.
10:30 am – 10:45 am
Break
Pre Function Area E, Level 5
10:45 am – 11:15 am
Driving Customer Experience
Almaty 6104 – 6105, Level 5
Cameron Harris
General Manager, Customer Collaboration, APJC
Organisations increasingly require a platform that allows them to move from ‘Multi-channel’ to ‘Any
Channel’, providing a consistent customer experience across all areas of the organisation and throughout a
customer’s engagement journey. This session places the spotlight on Cisco platform capabilities to deliver
on Omni Channel and provide great customer experience in every interaction.
11:15 am – 12:00 pm
New Contact Center Outcomes
Almaty 6104 – 6105, Level 5
Zachary Taylor
Customer Experience Practice Lead, Cisco Business Transformation Architecture Group
Net Promoter Score, Customer Effort Score, Customer Journey’s and Customer Lifecycle Value continue to
accelerate as the new method of evaluating customer engagement performance within organizations,
replacing traditional service level measurement. In the session, understand market forces behind these new
areas of focus, what is expected by customers and the Impact of Mobile, Visual and Social Solutions.
12:00 pm – 12:30 pm
Omni Channel – Voice of the Customer
Almaty 6104 – 6105, Level 5
Paul Wilcox
General Manager, Ecommerce, Flight Centre Limited
Flight Centre is a leading global retailer of travel products and services, with over 2,000 locations globally.
In a hyper competitive market, hear how Flight Centre is evolving their business structurally, in marketing,
operationally and with technology, to provide a differentiated customer journey across all areas of the
business including Contact Centre, Retail and Online.
12:30 pm – 1:30 pm
Lunch
Samarkan 6402 – 6507, Level 5
12:30 pm – 1:45 pm
Demo Showcase
Almaty 6002 – 6103, Level 5
1:30 pm – 2:15 pm
Digital & Social Portfolio
Almaty 6104 – 6105, Level 5
Willem Evert Nijenhuis
Product Line Manager
Chat, Email, Social and Digital engagement is a key component of any Omni Channel Strategy. In this
session the capabilities of Cisco and eGain online solutions will be outlined in detail along with best
practices and key considerations.
2:15 pm – 3:00 pm
Workforce Managing & Optimising
Almaty 6104 – 6105, Level 5
Aditya Tummala
Manager, Solution Consulting, NICE Systems
With the emergence of Omni Channel, scheduling and managing people and teams is becoming
increasingly important and also more complex. In the session, see how Cisco along with partners including
Nice Systems is evolving capabilities of Workforce Management and Advanced Quality management to
provide the tools and insight required in this important area of customer engagement.
3:00 pm – 3:30 pm
Break
Pre Function Area E, Level 5
3:30 pm – 4:15 pm
Customer Collaboration Product Update & Roadmap
Almaty 6104 – 6105, Level 5
Willem Evert Nijenhuis
Product Line Manager
Cisco continues to invest in new features and functionality across the Customer Collaboration Portfolio. In
this session hear what is currently available and more importantly gain an understanding of the next 12 to
18 months of the innovation roadmap.
4:15 pm – 5:00 pm
Achieving Success & Outcomes in Customer Care
Almaty 6104 – 6105, Level 5
Richard Jefts
Director, Engineering Operations & Customer Engagement, Cisco Contact Center Business Unit
More than great technology, organisations need to maximise the outcomes from that technology. From
configuration to training, architecture to best practices, today Execution Strategies, Enablement and Best
Practice sharing is more important than ever. In this session see how Cisco works with customer and
partners to deliver real business outcomes from Customer Collaboration investments.
5:00 pm – 5:30 pm
Wrap Up
Almaty 6104 – 6105, Level 5
Cameron Harris
General Manager, Customer Collaboration, APJC
5:30 pm – 9:00 pm
Contact Center Partner Leadership Roundtable (By Invitation only)
John Hernandez
Vice President & General Manager, WW Customer Collaboration Business
Richard Jefts
Director, Engineering Operations & Customer Engagement, Cisco Contact Center Business Unit
Cameron Harris
General Manager, Customer Collaboration, APJC
By Invitation only, this Roundtable will facilitate interactive discussion on driving market, customer and
partner success leveraging a range of global programs and resources.
- Agenda is subject to changes.
- Demo Showcase is open during all lunch and morning/afternoon breaks.
Kokand 6307 – 6207, Level 5