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Hear from some of the brightest industry thought leaders as they discuss the latest trends and groundbreaking shifts in the unified communications and collaboration space. General Sessions also take place on the Enterprise Connect Keynote Stage, and are open to attendees with any paid Conference pass, as well as to Expo Plus pass holders.

Keynotes

Tuesday, March 31 | 11:30 AM - 12:00 PM

Amy Chang, EVP & General Manager, Cisco Collaboration, Cisco

Amy serves on the board of directors for Procter & Gamble, and has previously served on the boards of Cisco, Splunk and Informatica, which encompass over a half trillion dollars in total market cap. Post-acquisition of her startup Accompany by Cisco, she is now leading Cisco's multi-billion dollar Collaboration business and its award-winning Webex portfolio which includes Meetings, Teams, Devices, Calling, and Contact Center. Accompany was a relationship intelligence platform for professionals which served Fortune 500 financial and professional services clients on their people and company data needs.

Prior to Accompany, Amy was at Google, where she led the teams for Google Analytics, Website Optimizer, Trends, and multichannel attribution for over 7 years, growing Google Analytics to serve over 86% of the entire web. She previously led product for the paid search and affiliates channels at eBay, as well as worked in the semiconductor and software industries at McKinsey. She started her career in hardware with Intel, AMD and Motorola.

She serves as an advisor to Hubspot, Optimizely, BloomReach, Origami Logic and Datorama. She holds a BS in Electrical Engineering with a hardware subspecialty and an MS in Electrical Engineering with a network systems subspecialty, both from Stanford University.

Wednesday, April 1 | 10:00 - 10:30 AM

Steward Butterfield, co-founder & CEO, Slack

Stewart Butterfield is the CEO and co-founder of Slack. Over the past 20 years, he has had a distinguished career as an entrepreneur, designer, and technologist.

In 2014, Stewart helped found Slack, a new category of software that changed the way we work by bringing together people, applications, and data to help teams do their best work. Since then, over 600,000 organizations in over 150 countries have turned to Slack to increase their organizational agility--making it the place to communicate, collaborate, and get work done.

In 2003, he pioneered a new way of sharing information on the Internet when he co-founded Flickr and built the company as CEO into one of the largest web services in the world.

He was named as one of the 100 Most Influential People in the World by Time Magazine, and one of the Top 50 Leaders by BusinessWeek among many similar honors, such as Vanity Fair’s New Establishment List, the Recode 100, Advertising Age’s Creativity 50, and the Technology Innovator of the Year by the Wall Street Journal.

Wednesday, April 1 | 11:30 AM - 12:00 PM

Pasquale DeMaio, General Manager, Amazon Connect

Pasquale is the General Manager of Amazon Connect, which is Amazon Web Service’s self-service, cloud-based contact center based on the same technology used by Amazon customer service associates around the world to power millions of customer conversations. Pasquale led the effort to bring Amazon Connect from an Amazon-wide customer service tool to a publicly available Service from AWS.  He has 20 years of experience in delivering world-class B2B and B2C products. Prior to Amazon Connect, Pasquale has worked on machine learning, augmented reality, maps, and mobile. His specialties include operating SaaS at scale, delivering great customer experiences, and UX and technology innovation.

General Sessions

Monday, March 30, 10:15 – 11:00 AM

Has Transformation Finally Arrived for Communications & Collaboration?

Transformative technologies including cloud, ubiquitous video, team collaboration, and advanced contact centers seem finally to be making their power felt in enterprise communications and collaboration. These technology transformations are also driving new relationships between enterprises and their communications/collaboration vendors—and among the vendors themselves. So how do you make sure that your organization’s strategy is the right one to see your enterprise through the changes that lie ahead, within the environment where those changes will occur?

In this session, top executives from leading strategic vendors will discuss and debate the best way for enterprises to chart a course through the disruption that’s moved from vision to reality in the industry. They’ll reveal their companies’ positions on such key questions as:

  • Interoperability: Are walled gardens really going away as vendors promise greater interoperability than ever before? How can enterprises test interoperability promises against implementation realities?
  • Best-of-breed vs. Single vendor: Will the greater influence of end user choice drive the enterprise buying decision away from platforms, to best-of-breed choices at a departmental or other level? Or will we see more single-vendor decisions, as the major platform vendors begin offering a full suite of offerings from their cloud services?
  • Emerging Technology: How real is AI and what are its implications for various communications/collaboration functions? Is video becoming a more powerful decision driver than voice in enterprise procurements?
  • User interfaces: How important is the application—presumably team collaboration—in serving as a gateway to the communications/collaboration platform? Can the vendor “own” the end user by owning this relationship with them?

You’ll come away from this conversation with a better strategic view on the industry, to help you plan the future for your enterprise

Tuesday, March 31, 9:15 – 10:00 AM

Enterprise Summit: Taking Your Communications & Collaboration to the Next Level

For enterprise communications & collaboration decision-makers, a new decade will likely bring changes and challenges unlike any we’ve seen before. Your strategy will have to provide end users with the tools they need for a new generation of collaboration and work. Your decisions will affect whether your enterprise can support world-class customer service, bring together teams that work effectively, and provide end users with the communications capabilities they’ll need and demand.

The good news is, you’re not alone. The better news is that in this session, you’ll have a chance to hear from peers who can talk in specifics about how they’re overcoming the obstacles, establishing the best practices, and setting the course for a new generation of communications and collaboration in the enterprise. In this session, decision-makers from leading enterprises across vertical industries will share their insights about how they’re planning for the future, and how they’re executing on their plans. In a lively, relatable conversation, they’ll swap stories and share opinions about what works, what doesn’t, where they’re headed, and why. You’ll come away from this perennial favorite session with concrete ideas that will help you shape your own thinking about your plan for the future.

Wednesday, April 1, 10:45 – 11:30 AM

Transforming Customer Experience: Where’s the True AI Payoff?

When it comes to the contact center, the true value of AI is likely to be seen not in chatbots replacing human agents, but in AI providing a rich set of capabilities that let agents draw on ever-more-sophisticated systems. These systems may focus on the contact center infrastructure, with AI providing better agent routing than any ACD ever could; or the AI may help the agent on the call by providing deeper and more precise information at just the right moment. The agent may also benefit from AI-enabled robotic process automation (RPA) that aids in post-call tasks.

In this session, executives from leading contact center vendors will discuss the ways in which AI (and other advanced contact center technologies) will drive next-gen customer experience. They’ll debate the relationship between AI-enabled advances and the technologies that have been driving the contact center market—specifically cloud and omnichannel. They’ll suggest strategies for delivering quick wins with new technology, and where you’ll need to invest toward a longer-term payoff. They’ll discuss how next-gen customer experience technology will change your enterprise—and what changes you’ll have to make in order to make the best possible use of the new systems. You’ll come away from this session with practical advice about how to implement a strategic vision for your AI-driven customer experience revolution.

Thursday, April 2 | 11:15 AM - 12:00 PM

Locknote & Town Hall

Join us as we wrap up Enterprise Connect Orlando with a town hall session featuring many of the subject matter experts who helped shape the program and lead the conference sessions. We’ll exchange ideas about the what we learned this week, the state of the industry, and how these trends will affect your enterprise. Audience members are strongly encouraged to join in the discussion and share their impressions and learning from the week. You’ll leave this session—and Enterprise Connect Orlando 2020—with a clearer idea of what you need to do to make your current implementations a success; how you should be planning for the future; and what trends to watch in the coming 12 months.

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