Date: Dec 05 – Dec 06, 2017
Topic: How to define and ensure success of an automation implementation?
Session Time: 9:50 AM to 10:20 AM EST, Dec 05
Duration: 30 Mins
Venue: Bohemian National Hall, 321 East 73rd Street, NYC
You have always been the first mover. Taking initiatives and countering the risks. And that is what has made you a leader today.
You were also the first to identify the automation wave and took first steps to implement the same within your organization. Now take a minute, as in this session, we will discuss what are the important key result areas that determine the success of an RPA initiative. Has the implementation resulted in reduction of operational costs? Has it reduced processing times and increased agent efficiency. Does it provide a clear path to enterprise success and cognitive automation & artificial intelligence in the future?
In his present role, Naresh is responsible for designing solutions that enhance customer value through the use of technology. He also spearheads several initiatives that help enterprises enhance customer experience across channels. Naresh completed his engineering degree from Pune University and has over 17 years of experience in solution design, business development, program management and client engagement. He specializes in creating solutions to enhance customer experience for many leading companies. Naresh has established himself as a thought leader in the customer experience space. His thought provoking and business management articles have been featured in various trade and management journals including CustomerThink and Infosysblogs. Naresh has often been quoted by national and trade publications.
Steve Power leads the transition to managing operations as a service, manages reference data across customer, partner, installed base, sales incentive, pricing and product setup. Steve is also responsible for digitizing Cisco’s operational customer service delivery through automation and intelligent routing through the World Class Customer Services program. In owning many core reference data systems, Steve is driving clarity of use by driving a coordinated approach to managing data across the enterprise, using data science and automation to simplify and automate the execution.
World Class Customer Services is a ground breaking transformation of an outsourced case resolution service into a digitized service enabled by simplified and automated business processes, big data enabled recommendation engines, all combined into fundamentally redefining how customer services is delivered for Cisco.
In his 17 years across Cisco and Hewlett Packard, Steve has led a number of functions in global operations, IT, sales and strategy, and spent 10 years in call center and branch management in financial services. Originally from the UK, Steve spent 3 years in Germany before being based in the US for the last 13 years.