From the shadowy hooded figure hooked up to multiple monitors in a hidden warehouse to the inconspicuous employee downloading unusually large files, cybersecurity threats are everywhere. Modern cybersecurity is more complex than ever before, and new massive ransomware attacks and data breaches hit headlines every day. AlertLogic’s Marc Ybarra will discuss how the entry point for a breach can come from anywhere, including the contact center. Find out how to build a security operations center, while avoiding the pitfalls that have brought bankruptcy to so many businesses and contact centers. 

Private? Public? Hybrid? Choosing how to implement cloud solutions in your business can be a risky endeavor. Join Mindsight’s Cloud Practice Leader, Mike Czerniak, as he offers insight into cloud management, the pros and cons of cloud migrations, and the steps you can take to best leverage cloud solutions for your business. Learn how to migrate efficiently and without application downtime, mitigate risk, and minimize user impact.

Join Mindsight and Cisco to learn why more and more companies are choosing to Meraki-fy their network. Cisco has extended their intent-based networking from the LAN to the WAN with not only SD-WAN Analytics, but with Meraki Insight!  Product specialists will explain benefits of cloud managed networking, discuss how Meraki addresses vertical specific challenges (manufacturing, healthcare, education), and provide a product demo of recently release features.

What are companies with superior customer experiences doing differently? Mindsight’s Contact Center Principal Consultant, John Irey, shares the strategy behind an effective omnichannel customer care success model. Find out how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. He’ll provide examples of the best and worst attempts at omnichannel and give you the exemplars with which you can build your own strategy.

To create an effective disaster recovery plan, you need to understand the difference between disaster recovery and backups and how they work together to support business continuity. Join Mindsight’s VP of Consulting Services and CTO, Jason Wankovsky, for a presentation unveiling exactly how to incorporate a comprehensive backup policy within your disaster recovery plan. He’ll discuss how every disaster recovery plan is different for every company and how the unique factors of your business can and will impact your response when disaster strikes.

The limitations of data storage are well-known to industry experts. To name a few: limited numbers of connected devices, server-proximity requirements, and sequential queuing enabling only one command at a time. Enter NVMe, or Non-Volatile Memory Express, which is now the industry standard interface for PCI Express® solid-state devices. Find out from Tom Wiewiora, HPE Enterprise Architect, how host-connected NVMe lowers latency and CPU use, improves bandwidth and IPOS, offers dual-pathing of devices, and is both versatile and simple to implement and use.

It’s no secret that retention rates for millennials in the workplace are in decline. In contact and call centers, turnover averages around 33%, but can skyrocket into the triple digits! By understanding this large socio-generational group, contact center leadership can respond better to them and to the society they represent. In this session, we will examine millennial stereotypes and actualities, as well as delve into the best practices for creating a generationally-tolerant workplace culture. Learn how to secure millennial talent to support your business for years to come.

Everyone wants to be secure, but there is a lot of confusion about what it means and what it takes to get there. In this guided conversation, Mindsight Solutions Architect Eric White will lead the audience through the many twists and turns of security architecture strategy. Find out how other businesses are making their security stack decisions. Come prepared to share your own stories and listen to the voices of other IT leaders.

Everyone knows the companies that are doing it right. Their employees advocate on behalf of the organization, recruiting top-notch talent is a breeze, and employee output is exceptional. But how do companies create these high-performance cultures? Join Mark Griesbaum, Managing Partner of Affinity4You and SIM Board of Directors’ Trustee, as he examines the leadership decisions exceptional companies make that lead to real business benefits. Mark’s award-winning leadership earned him a spot on Computerworld’s “Premier 100 IT Leaders” in 2006, and he continues to offer deep insight into IT leadership and business strategy.

Emerging technologies are already connecting our homes to the Internet of Things (IoT), while customer expectations are rapidly changing. Soon, customers will be able to describe an issue to an intelligent home device, have the AI comprehend their intent and account for past interactions, and then ask the AI to bypass the IVR, putting the customer in direct contact with the right CSR immediately. Join Mindsight’s Contact Center Principal Consultant, Kleid Gjataj, to learn how AI, machine learning, speech recognition, personal assistants, big data, and more will impact the customer journey in the contact center of the future.

Panelists:

• Jim Leonauskas, Director of IT at Doumak
• Matt Weiskopf, the Director of IT at ORBA
• Joel Schneider, President at Liberty Technology Advisors
• Wayne Kiphart, Managing Partner at Gratia Inc.

Risk transcends the full spectrum of vendors your enterprise may work with to meet business objectives. From material or service needs to diverse capabilities and support expertise, vendor risk reaches across the handshake into the heart of your business strategy. Mindsight VP of Operations, Dana Bailey, will moderate a panel of IT business leaders as they explore the process for determining initial objectives and the assessment of vendor competency, credibility, cost, logistics, and contractual considerations.

Panelists:

• Jeff Rykal, Director of Unified Communications at Equity Residential
• Joann Gawczynski, PCA Telecare MWR & IL Triage at VITAS Healthcare
• Hector Estrada, Account Executive at Genesys
• Greg Cummings, Manager Channel Sales at Uptivity
• Igor Nayshtut, Collaboration Practice Manager at Mindsight

Not every contact center finds moving to the cloud a natural next step. Join Mindsight’s Contact Center Specialist and Account Executive, Lisa Majeske, as she leads a panel of contact center leaders who have navigated the cloud transition minefield. They will discuss how to decide what aspects of the business belong on-premise vs. in the cloud, cloud models and solutions, and what to do if the cloud isn’t the right fit.