×
 

Innovation Days

Innovation Days are value-add knowledge sessions where we provide Conference-Level access to state- of-the-market innovations relevant to each client and its industry. Our industry leaders, along with external analysts and innovators, will conduct a session periodically. Together with account leadership, a specific set of topics are determined that are most relevant to the strategies and future vision of the client.

 

SELECT A TOPIC

 

Enterprise breakthrough strategies for customer lifecycle optimization

State of CX and emerging capabilities delivering innovative topline and bottom line growth

The myths and significant opportunities of AI & Bots via effective data, knowledge management and learning strategies

Platform prioritizations for shift to Omni and securing data across partnerships in a data-driven experience world

Automation and machine learning across the service spectrum

Reducing associate churn via cognitive learning, supervisor insights and gamification that sticks

 

Yes! I am interested in scheduling an Innovation Day

 

MEET OUR SPEAKERS

 

Tony Tsai

Chief Information and Innovation Officer
 

As TTEC’s Chief Information and Innovation Officer, Tony Tsai is responsible for design and delivery of all technology, information systems and shared technology services at TTEC. Prior to joining TTEC, Tony led innovation at UST Global, where he was responsible for innovation strategy and implementation of a global portfolio of over 80 innovation efforts across several industries and clients.

Tony speaks to:

  • The state of technology maturity
  • Platform strategies across the enterprise for CX and service
  • Enabling the organization for channel shift, automation, digital, and more.
 

Ryan Swanger

Group VP, TTEC digital
 

Ryan has over 15 years experience building integrated technology and analytics solutions that transform customer experiences. Ryan is an expert in collaborating with clients to build solutions that leverage and transform the customer experience technology stack. He’s also a social media entrepreneur, with tens of thousands of followers on Instagram.

Ryan’s expertise includes:

  • Omnichannel technology
  • Customer journey mapping
  • Technology innovation
  • AI
  • Social media
 

Jeff Marcoux

Vice President, Product Marketing
 

Jeff is a nationally recognized speaker on Customer Experience, an adjunct professor at Oregon State, as well as, the former head of Microsoft’s client CMO relationships. He specializes in providing clients with insights on the state of the market and administering client feedback into the global Microsoft organization.

Jeff speaks to:

  • The specifics of CX strategies and trends
  • How to effectively manage brand, demand, touchpoints, interactions, sales, ramp, service and affinity.
  • Areas of focus include: Automation including AI, Chat Bots, Machine Learning, cognitive and analytics strategies for growth.

Katherine Kress

Partner, Digital Strategy
 

Katherine is a partner in TTEC's consulting group. She is responsible for leading client engagements, delivering growth, and advancing thought leadership. Her deep experience in digital strategy, artificial intelligence, digital and direct marketing are paralleled to none.

Katherine’s talks focus on:

  • Business architecture
  • Digital transformation
  • Contact center optimization
  • Customer experience strategy
  • Operational excellence
 

Jeniffer Walsh

Senior Advisor, Product Marketing
 

Jeniffer has proven results in driving enterprise-wide strategic improvement initiatives for clients. She is a certified Lean Six Sigma Master Black Belt and previously served as Senior Advisor for Process Improvement at TTEC. Prior to TTEC, Jeniffer spent 12 years providing operational optimization consulting to companies in the Telecommunications, Intelligence Modeling, Insurance and Financial Services Industries.

Jeniffer addresses:

  • New product design efforts for growth
  • Contact center optimization
  • CX strategy
  • Directing projects resulting in measurable business results and cost savings across various disciplines.

Lamont Exeter

Partner, Learning and Development
 

Lamont brings infectious enthusiasm and insight along with extensive experience to Learning Innovation. His efforts have reduced training costs, improved speed to proficiency, increased employee engagement and customer satisfaction.

Lamont speaks to:

  • Changing learning approaches
  • Gamification
  • Knowledge management
  • Omnichannel learning for millennials
 

Barbara Wingle

Executive Director, Strategic Marketing and Advanced Analytics
 

Barbara has over 35 years’ experience in sales and marketing strategy for companies like GTE, Fujitsu, TSYS and TTEC. In leadership roles at each company, Barbara has helped clients develop strategies and tactics to drive results and increase revenue. She has experience across financial services, communications, automotive and new economy clients.

Barbara speaks to:

  • Account Based Marketing
  • The latest predictive analytic platforms
  • The integration of digital marketing and sales operations to improve optimization and ROI

Kaushal Mehta

Vice President & General Manager, India
 

Kaushal is an expert in designing customer experiences for today’s content driven online companies. He also leads TTEC’s India operations. He has over 25 years of experience in varied functions in the BPO and Software industry. 10 years in the United States pursuing higher education and working in Silicon Valley companies such as Sun Microsystems, Inc., LSI Logic and Vadem in roles ranging from chip design to product marketing. An Entrepreneur for the past 20 years; built two profitable Software and Business Process Outsourcing companies.

Kaushal speaks about:

  • Trust + Safety
  • Fraud Prevention
  • Content Moderation
  • eCommerce ROI
  • Managing operations in India
 

Ramesh Rajagopalan

Executive Director, Consulting
 

Ramesh has over 17 years of experience enabling Customer Relationship Management Initiatives and he is dedicated to help clients grow.

Ramesh discusses:

  • Customer Relationship Management (CRM)
  • Enterprise Architecture
  • Product Modeling and Dynamic Pricing
  • Contact Center Optimization
  • Customer Segmentation
  • Sales Force Automation
  • Channel Optimization
  • Business Process Transformation