Can t wait to see you there! Aspect Customer Experience July 29 August 1,

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1 Past feedback has taught us that when it comes down to it, our customers want to gain two types of insights from the Aspect Customer Experience Conference: information about the Aspect product roadmap, and a look at how their peers are driving positive business outcomes by leveraging our product line. As a result, we ve organized this year s conference to meet attendee demands. The first day is dedicated to sessions focusing on impactful technology trends in the industry and how Aspect has turned this intelligence into viable product roadmaps that best serve our customers. Don t worry, we ve also left plenty of time for you to voice your feedback. After all, learning how we can enhance our products to better fit our customers needs is a core reason we host the event each year. Day two? That s devoted to Aspect customers and subject matter experts sharing their experiences through interactive panel discussions, educational seminars and case studies. These sessions spotlight what our users learned as they made new product investments and deployments. Just a few of the questions we ll ask: What worked? What areas needed improvement? And ultimately, was it worth it? We re confident that this deep-dive into the world of unforgettable customer service will leave you ready to successfully prioritize and execute on future investments within your own contact center. Can t wait to see you there! Aspect Customer Experience July 29 August 1,

2 MONDAY July 29, :00 am 8:00 pm Registration / Welcome to ACE :00 3:00 pm Afternoon Workshops Quality Management 101 Workforce Management 101 3:10 4:10 pm Afternoon Workshops Performance Management 101 Speech Analytics 101 5:00 6:00 pm ASUGA Meet and Greet 6:00 8:00 pm Welcome Reception and Solution Showcase in ACE Networking Pavilion TUESDAY July 30, :30 am Fitness session (HIIT) in Venetian Spa 7:00 8:20 am Breakfast: Topic Tables 8:30 10:30 am General Session 10:30 11:00 am Morning Break Breakout Sessions / Technology and Marketing Insights Mind the Gap: Bridging the Customer Experience Across Channels Why Employee Engagement is Fundamental to an Effective Contact Center Session 3 Top Technology Trends: When Worlds Collide Session 4 Unleash Your Data with Enterprise Integration and Analytics 12:00 1:30 pm Lunch: Topic Tables and Solution Showcase in ACE Networking Pavilion 12:00 1:30 pm Women in Technology Lunch 1:30 2:30 pm General Session CONTINUED ON NEXT PAGE Aspect Customer Experience July 29 August 1,

3 TUESDAY(CONTINUED) July 30, :40 4:10 pm Breakout Sessions / Product Directions & Customer Input Forums Interaction Management Workforce Optimization Session 3 Self-Service 4:10 4:30 pm Afternoon Break 4:30 6:00 pm Breakout Sessions / Product Directions & Customer Input Forums Interaction Management Workforce Optimization Session 3 Self-Service 6:00 8:00 pm Reception in ACE Networking Pavilion 8:00 pm Free Night for Attendees WEDNESDAY July 31, :30 am Fitness session (Cardio) in Venetian Spa 7:00 8:20 am Breakfast: Topic Tables 8:30 9:30 am General Session Breakout Sessions Track 1 Best Practices/Panel Discussions Track 2 Customer Case Studies Track 3 Making the Most of Your Aspect Investment Track 4 Innovations 10:40 11:00 am Morning Break Breakout Sessions Track 1 Best Practices/Panel Discussions Track 2 Customer Case Studies Track 3 Making the Most of Your Aspect Investment Track 4 Innovations 12:00 1:30 pm Lunch: Topic Tables and Solution Showcase in ACE Networking Pavilion CONTINUED ON NEXT PAGE Aspect Customer Experience July 29 August 1,

4 WEDNESDAY(CONTINUED) July 31, :30 2:30 pm General Session Breakout Sessions Track 1 Best Practices/Panel Discussions Track 2 Customer Case Studies Track 3 Making the Most of Your Aspect Investment Track 4 Innovations 3:40 4:00 pm Afternoon Break 4:00 4:45 pm General Session 6:30 pm Customer Celebration Event THURSDAY August 1, :30 am Fitness session (Detox Yoga Flow) in Venetian Spa 8:00 10:30 am Breakfast: Keynote and Wrap Up Aspect Customer Experience July 29 August 1,

5 BREAKOUT SESSIONS Tuesday, July 30, 2019 (Morning) Technology and Marketing Insights What emerging interaction and engagement technologies should be on your radar according to industry analysts and other pundits? In these sessions, we ll sort through trends and let you know which ones we see real value in addressing with our products. In other words, what will help you stay ahead of the curve and not be thrown a curveball? Mind the Gap: Bridging the Customer Experience Across Channels In today s 24/7 world, consumers are not going to wait patiently for your organization to bridge the gaps in its omni-channel customer experience strategy. They re demanding to move freely and consistently between channels, and from self-service to live-assistance now. Is your business smoothing their paths by providing personalized interactions and maintaining context continuity? In this session, we ll explore how to design effective customer journeys on the most popular channels, using the latest technologies. Why Employee Engagement is Fundamental to an Effective Contact Center Over the last several years, contact centers have been confronted with a universal reality: Whether employees are fully engaged or not can make or break a business. The benefits of a happy workforce are well-documented, and include reduced turnover, higher efficiency and happier customers. In this breakout, we ll reveal some of the surprising findings we gathered from our recent survey of agent preferences, poll the audience on their beliefs about workforce engagement and reveal how the Aspect team is developing solutions that help employees stay interested in their jobs. Session 3 Top Technology Trends: When Worlds Collide Today s business designs are increasingly driven by the blurring of boundaries between the physical and virtual worlds. As these worlds collide, organizations can only survive by understanding the promise and pitfalls of various emerging technologies. Are OTT expectations over the top? Do you need a life preserver for data lakes? Is AI a smart choice? Join us in this session to learn how the convergence, overlap and interplay between such technologies can be leveraged to give your business a jump on the competition. Aspect Customer Experience July 29 August 1,

6 BREAKOUT SESSIONS Session 4 Unleash Your Data with Enterprise Integration and Analytics Organizations have historically shown a knee-jerk reaction to raw data, often taking a look in the proverbial rearview mirror to assess business opportunities and challenges. But what if you turned the tables and used data proactively to create improved customer interactions? Might more freely flowing insights empower both your agents and customers to have a better experience in real time? Don t miss this breakout, where you ll learn how the Aspect team is helping contact centers leverage enterprise-wide data sources to boost employee and consumer engagement. Tuesday, July 30, 2019 (Afternoon) Product Directions and Customer Input Forums In these afternoon sessions, we ll get down to discussing how Aspect has incorporated market learnings into our product roadmap. As always, we count on our customers to share their ideas for direction and enhancement. Don t be shy! 2:40 4:10 pm 4:30 6:00 pm Interaction Management Join members of the Aspect product management team as they share insights on the future of our interaction management offerings, including on-premise, hosted and cloud solutions. You can count on a highly collaborative session, where we ll value your opinion on existing product capabilities and ideas for future enhancements. 2:40 4:10 pm 4:30 6:00 pm Workforce Optimization During this session, you ll get the full scoop on exciting upcoming product directions from the Aspect Workforce Optimization (WFO) product management team. Once again, your feedback will be critical as we discuss existing and forthcoming plans for our Workforce Management, Quality Management/Recording, Performance Management and Speech Analytics capabilities. If you re leveraging Aspect WFO solutions, you won t want to miss this opportunity to share your product preferences, hear feedback from fellow users and get a sneak-peek into the future of our WFO tools. 2:40 4:10 pm 4:30 6:00 pm Session 3 Self-Service Self-service channels including voice, SMS, mobile apps and social media have emerged as their own ecosystem that s central to the customer experience. During this breakout, we ll explore why it s crucial that these do-it-yourself options fit seamlessly into the larger customer engagement picture, and how Aspect is embracing the trend in its product roadmap. Whatever your current self-service priorities entail, we invite you to join us and learn about Aspect s offerings, give input on your business needs and ask questions about how the two line up. Aspect Customer Experience July 29 August 1,

7 BREAKOUT TRACKS Wednesday, July 31, 2019 Track 1 Best Practices / Panel Discussions Live and Learn is the driving theme of Tuesday s breakout sessions, which are the perfect forums to learn best practices from both your peers and Aspect subject matter experts. Are there fresh operational considerations to keep in mind? New regulatory mandates to navigate? An entirely new approach to reaching desired goals and metrics? You ll have to attend to find out. Track 2 Customer Case Studies What s one of the best ways to glean insights about a future contact center investment? Ask your colleagues about the ROI of their own! The following collaborative case studies offer an insider s look into the thought processes other Aspect customers experienced while evaluating new solutions, processes or cloud transitions. You ll hear why certain initiatives drastically moved the needle, while others fell short. Understanding your peers ultimate business outcomes could make all the difference in the development of your own strategy. Track 3 Making the Most of Your Aspect Investment Nowhere is the ACE 2019 Discover theme more evident than in these sessions. Are there uncovered Aspect product features that potentially could make all the difference to your contact center? Are you leveraging the full power of the platform to optimize operations, engage staff and delight customers? These educational workshops are a must-attend for anyone looking to make the most out of their Aspect investment. Track 4 Innovations You can t stop progress and who wants to? But it s often challenging to plan for what seems like a daily flood of innovations. That s why it s critical to understand which technology is likely to have a real impact on your customer engagement strategies, and which could be more hype than help. In these breakouts, we ll take a practical approach to assessing the latest technology, specifically focusing on solutions that give you a competitive edge. Aspect Customer Experience July 29 August 1,