August 13 - 15, 2012 New York Marriott Marquis

Monday	Tuesday	Wednesday
Sunrise Discussions	Customer Case Studies	Speakers
Keynotes	Register Now	SpeechTEK University

Lizanne Kaiser Sr. Principal Business Consultant Genesys

Dr. Kaiser is a Senior Principal Business Consultant at Genesys, specializing in Customer Experience (CX) strategy, business cases, and design for speech automation, contact center, and cross-channel interactions.  With over 15 years consulting experience, she has received 4 speech industry awards and honors, has authored over 40 publications and 50 presentations, is a charter member of the Association for Voice Interaction Design, has been an Editorial Advisor for Speech Technology Magazine, and holds a Ph.D. in Linguistics from Yale University.

Monday, August 19, 2013

1:15 p.m. - 2:00 p.m.

A103: Customer Segmentation Strategy Based on Contact Frequency

Tuesday, August 20, 2013

1:45 p.m. - 2:30 p.m.

C203: PANEL: Things We Wish Our Clients Knew

Monday, August 13, 2012

2:15 p.m. - 3:00 p.m.

C104: PANEL: Challenges of Cross-Channel Experiences

Tuesday, August 14, 2012

2:45 p.m. - 3:30 p.m.

A204: How a Cross-Channel Strategy Affects the Call Center

Monday, August 8, 2011

3:00 p.m. - 4:00 p.m.	B104: The Value of User Research
10:15 a.m. - 11:15 a.m.	B101: What Users Expect From Multichannel Self-Service

Wednesday, August 4, 2010

2:45 p.m. - 3:45 p.m.

D304: Effective User Research Techniques

10:45 a.m. - 11:30 a.m.

B301: Speech Beyond the Call Center

Thursday, August 27 2009

1:30 p.m. - 4:30 p.m.

STKU-9: Using Stories to Gather User-based Requirements

Monday, August 24 2009

1:15 p.m. - 2:00 p.m.

A103: Focusing on Customers

Tuesday, August 25 2009

4:15 p.m. - 5:15 p.m.

A205: A Look Ahead

Tuesday, August 19

4:15 p.m. - 5:15 p.m.	A205: The VUI Backlash
1:45 p.m. - 2:30 p.m.	A203: Cross-Channel User Experience

Wednesday, August 20

2:45 p.m. - 3:45 p.m.

B304: The Ultimate VUI Showdown

Monday, August 20

1:45 p.m. - 2:45 p.m.	A103: Success Criteria for the Speech Customer Experience
10:15 a.m. - 11:15 a.m.	A101: Speech & Self-Service Strategy

3:00 p.m. - 4:00 p.m.

B104: You Be the Expert! Speech and the End-to-End Customer Experience

Wednesday, August 22

3:15 p.m. - 4:15 p.m.

B304: The Ultimate VUI Showdown