Kerry Lambert

Intelligent Automation, Worldwide Go To Market Leader Partner IBM Global Services
IBM Watson

Kerry Lynn Lambert has been at the forefront of innovation in CRM and the call center market for more than twenty years. Before joining IBM Kerry Lynn served in a variety of executive and consulting posts including serving as Senior Vice President of Cisco Services where call center innovation was paramount to her growth strategy. Prior to joining Cisco, Kerry Lynn served as Chief Operating Officer for a major division of HP and led various functions, including sales, marketing, partnerships, quality assurance and operations. In this role her leadership was strategic in the development and opening of HP’s US largest sales call center. She also held key leadership roles at Oracle, PriceWaterhouseCoopers, and ArthurAndesen where Kerry Lynn started her call center career and held a variety of executive posts including World Wide Leader, CRM.

Check out the incredible speaker line-up to see who will be joining Kerry.

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Agenda Day 2

Thursday, September 6th, 2018

1:00 PM AUTOMATION ROADMAP: Master Each Step of Building a Successful Automation Strategy

Attendees will experience a lively and informative exercise, as they rotate through each of the automation steps every 25 minutes during the course of the afternoon. Participants will talk through their unique challenges and walk away armed with solutions for each step.

There is no better way to sharpen your automation capabilities than by practice, repetition and exchanging ideas with peers, making these small group collaborations ideal for beginners who have more questions and want to further solidify their newfound knowledge. Advanced practitioners benefit by bench-marking across companies and refining existing skills.

1:05 PM Evaluate:Evaluate your business process to maximize the potential for automation. What can be automated and when?

Cathy Cox, Omni Channel Strategy Business Lead, SunTrust

1:30 PM Target:Target process identification by determining if your processes are adaptable for automation.

1:55 PM Design:Redesign process flows to maximize scope for automation. Automation plans should be designed keeping the business structure in mind and customized as per the process needs

2:20 PM Develop:This is the time to develop your automation plan. Analyze your processes to identify which parts don’t need automating, need automating urgently, will take time or be quick to automate.