CHICAGO | OCT 29-30, 2024
DAYS |
HRS |
MINS
Solve
24.
Hyatt Regency O’Hare Chicago
Our
speakers
Ashu
Roy
CEO, eGain
Ashutosh Roy, eGain’s co-founder, Chairman and CEO, has served as Chief Executive Officer and Chairman of eGain since 1997. From 1995 through 1997, Mr Roy served as Chairman of WhoWhere? Inc., an Internet-service company he co-founded.
Lynda
Braksiek
Principal Research Lead, Knowledge Management, APQC
Priyatha
Menon
Head of Digital, Service Delivery, Cargo, People, Cathay Pacific
Lindsey
Guzman
Senior Director of Corporate Support, RPM Living
Meg
Rice
Director of Knowledge Management, RPM Living
Tracy
Burwell
VP Centralized Support Operations, One Medical
Amy
Durst
AVP Internal Support, Rogue Credit Union
Stephany
Doyle
Manager of Knowledge and Content, Rogue Credit Union
Jeannie
Saur
Knowledge Management & Quality Leader, Specialized Bicycles
Agenda
Monday, October 28
6:00 – 8:00 pm
Early Check-in and Cocktail Reception
Tuesday, October 29
8:00 – 9:30 am
Check-in, Breakfast, Demos*, and Breakout Sessions
BREAKOUT SESSIONS
| 9:00-9:15 | Knowledge Innovation in 30-Days: Yes, You Can! |
Chatbots Everywhere |
9:30 – 10:30 am
ANALYST PERSPECTIVE
AI and Knowledge Management Trends
Lynda Braksiek, Principal Research Lead, KM, APQC
10:30 – 11:30 am
KEYNOTE
Trusted Knowledge: The Foundational Imperative for Customer Service in the Gen AI Era
Ashu Roy, CEO, eGain
11:30 – 12:00 pm
CUSTOMER SUCCESS STORY
Specialized Bicycle Company
Jeannie Saur, Knowledge Management & Quality Leader
12:00 – 12:30 pm
CUSTOMER SUCCESS STORY
Amazon One Medical
Tracy Burwell, VP Centralized Support Operations
12:30 – 1:30 pm
Lunch, Demos*, and Breakout Sessions
BREAKOUT SESSIONS
| 12:45-1:00 | Knowledge Analytics Made Easy | Knowledge Personalization Made Easy |
| 1:10-1:25 | Connected Experiences Made Easy with BYOx | AI Guided Process Idea Book |
1:30 – 2:00 pm
CUSTOMER SUCCESS STORY
Cathay Pacific
Priyatha Menon, Head of Digital, Service Delivery, Cargo, People
2:00 – 2:30 pm
CUSTOMER SUCCESS STORY
Rogue Credit Union
Amy Durst, AVP Internal Support
Stephany Doyle, Manager of Knowledge and Content
2:30 – 3:00 pm
CUSTOMER SUCCESS STORY
RPM Living
Lindsey Guzman, Senior Director of Corporate Support
Meg Rice, Director of Knowledge Management
3:00 – 3:30 pm
COFFEE AND DEMOS*
3:30 – 4:00 pm
The Road to 75: From Contact Centers to Knowledge Hubs
4:00 – 4:20 pm
The eGain Knowledge Method Behind the Value Marvel
4:20 – 4:40 pm
How to Use Gen AI at Scale in Your Knowledge Hub: Use Cases and Pitfalls
4:40 – 5:00 pm
Bringing Policies and Procedures to Life with AI
5:30 – 8:00 pm
DRINKS AND DINNER
* Note: Demo Lounge will be open 8:00 am to 7:00 pm
Wednesday, October 30
7:30 – 9:30 am
BREAKFAST
9:30 – 12:00 pm
Masterclass
Gen AI at Your Service
12:00 – 1:00 pm
LUNCH
1:00 – 2:00 pm
Training
Knowledge Author Best Practices
2:00 – 3:00 pm
Training
Knowledge Manager Best Practices
What
people say
V3Gate
Aparna
Ganguly
Hui
Wu-Curtis
Register now,
it’s free!
