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 may wonder 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 Stitch Fix
Stitch Fix is the personal style service for men and women that evolves with your tastes, needs and lifestyle. Their mission is to change the way people find clothes they love by combining technology with the personal touch of seasoned style experts. The Stitch Fix experience is not merely curated—it’s truly personalized to you.
In the hear tof downtown Austin, the Stitch Fix office footprint focuses largely on the client experience. With an “un-contact center” approach, the aesthetics and culture of their 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 the nuances of their “un-contact center”.
Scott ArrietaDirector of Client Experience