• Monday, May 13, 2019
    5:30 PM  -  7:00 PM
    Welcome Reception
    7:00 PM  -  9:30 PM
    Offsite Dinner
  • Tuesday, May 14, 2019
    7:30 AM  -  8:30 AM
    8:30 AM  -  9:00 AM
    Digital Transformation Made SMARTer
    Smart Communications CEO James Brown welcomes attendees to INNOVATE 2019 and sets the stage for an exciting two days of learning how to make digital transformation SMARTer!
    9:00 AM  -  10:00 AM
    Constantly Connected: The Hidden Forces Behind our Digital Behavior
    Digital Anthropologist, Strategist, and The New York Times Best-Selling Author, Rahaf Harfoush will explore how today’s consumers are predisposed to information overload and how technology is changing our relationship with the world. She will also pose five key questions businesses can ask when trying to make sense of consumers new constantly connected lives in order to respond most effectively.
    10:00 AM  -  10:15 AM
    10:15 AM  -  10:45 AM
    Up Close and Personal
    In this fireside chat with Len van Greuning, VP, Technology Officer with John Hancock Financial Services and led by Smart Communications’ CRO Dave Towers, you will learn more about how a desire to increase efficiency and improve the customer experience led the company to embrace the cloud and dive headfirst into digital transformation efforts.
    10:45 AM  -  11:15 AM
    The Future is Simple
    Raja Singh, Vlocity's SVP Products and General Manager of Insurance, will share how insurance carriers can drive towards simplicity by building the right teams, evolving to straight-through processing, and mandating a microservices-oriented architecture.
    11:15 AM  -  12:00 PM
    Customer-Centric Digital Transformation
    In this session, Hilliary Burns, Strategic Communications Manager with Humana, will discuss their digital transformation journey, and the benefits a more modern approach has delivered both internally and to their customer base.
    12:00 PM  -  1:15 PM
    1:15 PM  -  2:00 PM
    Stories from the Trenches: Smart Communications Customer Panel
    Today, nearly every company is on a digital transformation journey — some are just getting started, some are deep in the process and some are already reaping the benefits. In this session, Smart Communications’ Chief Customer Officer Neil Greathead will lead a panel of customer communications experts from Stillwater, Motorists Insurance and Blue Shield of California to discuss how they are embracing digital to ultimately deliver exceptional customer experiences.
    2:00 PM  -  3:00 PM
    The Road to SMARTer Conversations
    In this session Simon Tindal, CTO of Smart Communications will share upcoming plans for innovative product enhancements designed to deliver more meaningful, multi-channel, interactive customer conversations.
    3:00 PM  -  3:15 PM
    3:15 PM  -  4:00 PM
    Empowerment Tracks
    During this session, we offer best practice breakout sessions, with a combination of product-oriented best practices for attendees looking to get the most from the day-to-day use of our solutions, as well as business-focused sessions designed to help you plan for digital transformation and best-in-class customer conversations. Choose a track and then sit back, empower yourself and learn more!
    • Empowerment Track 1: Upgrading Legacy for the Next Generation (Kate Farling with PHEAA and Hitesh Bhindi, Vice President of Professional Services for Smart Communications) In this session you will learn more about the benefits of moving beyond legacy systems in order to unlock the full potential of cloud-based technology and more modern customer communications platforms. Hear first-hand how making an upgrade benefited the Pennsylvania Higher Education Assistance Agency and its customers.


    • Empowerment Track 2: Innovation with a Small “i”— Solving the Complexity and Simplifying (Hemanth Gorur, Vice President, Consulting Services for CGI) In this session, Hemanth Gorur with CGI will offer advice for more efficiently embracing innovation, and ensuring it is successfully incorporated into your processes and supported through technology in order to further digital transformation efforts and enhance the customer experience.


    • Empowerment Track 3: The Customer, The Cloud and Recent Enhancements to Scale the Conversation (Geoff Niven, VP of Project Management and Chris Murphy, Sr. Director of Product Marketing for Smart Communications) Communications play a pivotal role in defining the customer experience. With leading consumer brands such as Google and Amazon setting the bar incredibly high, communications must be highly personalized and consistent--with both preferred channels and recent interactions reflected. This session will explore how this is possible via our Conversation Cloud framework and additional recent enhancements to the Smart Communications platform.
    4:00 PM  -  4:10 PM
    4:10 PM  -  4:55 PM
    Up Close and Personal
    In the second part of today’s fireside chat series, Dave Towers will speak with Cam Muckosky, Director of Application Delivery for Wawanesa, about how embracing more modern customer communications management helped fuel their digital transformation efforts—improving efficiencies for their business users leading to more exceptional experiences for their customers.
    4:55 PM  -  5:00 PM
    Closing Remarks
    6:00 PM  -  9:00 PM
    Evening Dinner Event
  • Wednesday, May 15, 2019
    8:30 AM  -  9:15 AM
    9:15 AM  -  9:30 AM
    Day 2 Welcome
    9:30 AM  -  10:15 AM
    Master Your Digital Transformation

    Businesses in every industry are launching initiatives to digitally transform. While it won’t be easy, it is possible and is essential to thrive in today’s evolving landscape. Just because your firm wasn’t born digital doesn't mean your firm can’t evolve to build the next generation of digital experiences. But, doing so demands many changes, strong senior leadership, and will be a multiyear journey. So how should you proceed? There are tactics you can execute to help ensure that your transformation will be a successful one. In this session, Ellen Carney, Principal Analyst at Forrester Research, will cover:

    • Extending your existing capabilities through digital

    • Identifying opportunities to unlock new value

    • Establishing the digital culture you need for success

    • Identifying and overcoming the biggest barriers

    10:15 AM  -  10:30 AM
    10:30 AM  -  11:15 AM
    Empowerment Tracks
    During this session, we offer best practice breakout sessions, with a combination of product-oriented best practices for attendees looking to get the most from the day-to-day use of our solutions, as well as business-focused sessions designed to help you plan for digital transformation and best-in-class customer conversations. Choose a track and then sit back, empower yourself and learn more!

    Empowerment Track 1: Selecting the Right Team for Digital Transformation Success (David Whitesell with Pekin Insurance, Raymond Rosa with ValueMomentum and Chuck Fazio, VP of Global Alliances and Channels) In this session you will learn how digital transformation efforts can be easier and more successful with the right team in place.

    Empowerment Track 2: Transforming Traditional PDF Forms Data Capture into TurboTax®-Like Experiences for Seamless Integration with SmartCOMM (Neal Keene - EVP, Strategy - Intelledox, Brian Lee, VP Services & Support, Intelledox ) In the digital era, it’s time to rethink the PDF forms paradigm for data capture. In this session we’ll show you how to transform your static forms into digital, fast, highly personalized and guided interactions that trigger a SmartCOMM process. From quotes and contracts—to claims and service—find out how to close more new business, reduce turnaround time and increase efficiency. And, most importantly, improve customer loyalty for life. Learn how organizations like BCBS of Mass., Chubb and Vanguard are removing friction and accelerating new account opening, onboarding and customer service processes.

    Empowerment Track 3: Improving Sales Efficiency with Modern Document Generation within Salesforce (Colleen Burnsed with Associa and Sienna Quirk, Director of Product Marketing for Smart Communications) This session will explore how a document generation solution built to scale with changing business needs, technology advancements and growing customer expectations can increase efficiency, reduce risk, and improve your bottom line. Attendees will get an inside look at how this is happening for Associa.

    11:15 AM  -  11:30 AM
    11:30 AM  -  12:30 PM
    Smart Labs Roundtables
    Choose from among a variety of topics onsite for interactive, roundtable discussions.
    12:30 PM  -  12:45 PM
    Scale Awards and Closing Remarks
    12:45 PM 
    Adjourn and Grab-n-Go Lunch
    1:00 PM  -  4:00 PM
    Optional Post-Event Training Sessions

    These additional trainings will offer deep dive options into both the business and technical sides of SmartCOMM and SmartCOMM for Salesforce. More information will be provided in the coming weeks. Choose this box if you'd like to attend.

    1:00 - 1:45 p.m.: Multi Recipient Communication through Template Selectors

    1:00 - 1:45 p.m.: Expanding Channel Usage with your Digital Transformation


    2:00 - 2:45 p.m.: Best Practices for Using Images, Dynamic URL and Dynamic Content Links

    2:00 - 2:45 p.m.: Innovation in SmartCOMM: Spotlight on Smart Components


    3:00 - 3:45 p.m.: Ensure Accessibility Compliance on your Digital Communications

    3:00 - 3:45 p.m.: Rationalize your Documents the Right Way

     Optional  Closed