Day Four: Site Tour Experience Day: Friday, October 12, 2018
Site Tour Experience A (limited to 50 attendees)
8:30 am - 9:00 am Check-in
9:00 am - 11:00 am Electronic ArtsJohn Pompei - Head of Player Experience Operations Electronic Arts (EA)
Electronic Arts Inc. is a leading global interactive entertainment software company. EA delivers games, content and online services for Internet-connected consoles, personal computers, mobile phones and tablets. EA was just added to the Fortune 500 and posted GAAP net revenue of $4.4 billion in 2016.
Come experience the EA Austin location, home to EA’s WW Customer Experience Center, IT Operations and the EA BioWare Studio, where Star Wars: The Old Republic was developed. The center is EA’s third largest out of 20 worldwide operations. The facility employs approximately 800, including 250 in the CX team.
Don’t miss this opportunity to experience the state of the art care center and game studio where employee and customer experience are top of mind. Join us as we learn about EA’s customer care operations and experience the CX Lab designed for testing new technology and processes.
John PompeiHead of Player Experience Operations
Electronic Arts (EA)
11:00 am - 11:30 am Transportation Time
11:30 am - 1:30 pm IBM Studios Austin + IBM WatsonJoni Saylor - Design Principal IBM
Alex Bentley - Product Management Leader & Coach IBM
IBM’s Austin Campus serves as the nucleus for a plethora of operations including leading locations for both IBM Studios and IBM Watson. You maywonder how design and AI are related, and what their interplay could possibly mean for the customer experience. The interaction between the two are actually critical, particularly as it relates to applying human-centered, ethical approaches to AI technology leveraged in the contact center and touching various pieces of the customer journey.
In this double header, immerse yourself in both IBM Studios Austin and IBM Watson’s Austin presence. Learn about IBM’s custom Design Thinking methodology and their iterative “Loop” model while simultaneously experiencing some of the latest and greatest IBM Watson technologies for the contact center and customer experience. Learn about the nuances of interplay between design and AI and why approaches like Design Thinking are so critical with the increasing use of customer-facing artificial intelligence.
Joni SaylorDesign Principal
Alex BentleyProduct Management Leader & Coach
1:30 pm - 2:00 pm Transportation Time
2:00 pm - 4:00 pm Stitch FixScott Arrieta - Director of Client Experience and Head of Austin Office Stitch Fix
Stitch Fix Inc. (NASDAQ: SFIX) is the leading online personal styling service for women, men and kids. The company is reinventing the shopping experience by delivering oneto- one personalization to clients through the combination of data science and expert stylists. Stitch Fix was founded in 2011 by CEO Katrina Lake. Since then, we’ve helped millions of men and women discover and buy what they love through personalized shipments of apparel, shoes and accessories, handselected by Stitch Fix stylists and delivered to our clients’ homes. For more information about Stitch Fix, please visit: www.stitchfix.com
In the heart of downtown Austin, the Stitch Fix team focuses on delivering a exceptional client experience. With an “un-contact center” approach, the aesthetics and culture of the contact center are truly unconventional and stand in stark contrast to your typical contact center. Join Scott Arrieta, Austin site director, for a tour of the unique StitchFix space and a glimpse into how Stitch Fix is reinventing customer experiences.
Scott ArrietaDirector of Client Experience and Head of Austin Office