Tuesday, February 13, 2024

10:00-10:45am

Tuesday - 2/13/24

Generative AI

GenAI and the Impact on the Enterprise
GAI-01

301

Tristan Barnum

CMO

Wildfire Systems

Jeff Dworkin (Moderator)

Managing Director

Cloud Voice Alliance

Alexandra Ilinska

Development & Delivery Advisor

MobiDev

Dipika Mirpuri

CEO

Brightpoint AI

This discussion will explore the power of generative AI and its impact on and value to the enterprise. Panelists will discuss how AI technologies are revolutionizing industries by enabling machines to generate creative content, solve complex problems, and enhance decision-making processes. Real-world case studies, ethical considerations, and the future of generative AI in driving innovation will all be part of the conversation.

11:00-11:45am

Tuesday - 2/13/24

Future of Work

Brave New World - When Virtual Becomes Reality
FOW-02

209B

Jon Arnold (Moderator)

Principal

J Arnold & Associates

Blake Fox

VP of Engineering

IKIN

Eric Klein

COO

Cloudonix

Cliff Pollan

CEO & Co-Founder

Welo

When it comes to deploying leading edge technology, the future of work will not be all that different from the world of gamers, where immersive experiences become an appealing proxy for in-person experiences, and for some, the preferred option. Many of these forms are already finding their way into the workplace; virtual reality (VR), augmented reality (AR), mixed reality (MR), and even the metaverse. While these may be years away from being mainstream, immersive forms of interaction will be FOW-friendly, especially for businesses trying to improve employee engagement with hybrid work. Before going too far down this path, IT needs a clear sense of the use cases, as well as the technologies required to support these new modes. Only when those pieces are in place can virtual options become reality, and that’s where our panelists will bring their expertise to bear.

11:00-12:00pm

Tuesday - 2/13/24

Future of CX

The ROI of AI and Automation
CX-03

209A

Frank Fawzi

CEO

IntelePeer

Tony Flores

Sr. Director, Product Management

Salesforce

Robin Gareiss (Moderator)

CEO & Principal Analyst

Metrigy

Devon Mychal

Director of Product Marketing

Cresta

Jim Palmer

VP, AI Engineering

Dialpad

During this session, we'll interview experts who have hard data on the ROI companies are seeing with their solutions. Learn how much time agents can save, how much cost reduction you can expect, and how much more revenue you can generate through the use of AI, and through automating manual functions.

12:00-12:30pm

Tuesday - 2/13/24

Generative AI

From Conversational AI to Generative AI
GAI-03

301

Diego Gosmar

Chief AI Officer

XCALLY

This session looks are how to move from current conversational AI narrow models to new Generative AI pre-trained models for next generation customer care. The session will explore live cases as well as futuristic concepts, considering both benefits and challenges, results and deployment strategies, with an eye towards sustainability and ethical AI usage.

1:30-2:00pm

Tuesday - 2/13/24

Generative AI

The Power of AI in Business How to use Chat GPT with ERP
GAI-04

301

Christopher Carter

CEO

Approyo

AI technologies are rapidly improving business processes and revolutionizing decision-making. This session looks at the synergies between advanced AI language models and ERP systems, how cloud and AI are changing the ERP landscape, and deliver a practical understanding of how ERP software is moving forward with AI and how businesses can benefit from it.

2:05-2:45pm

Tuesday - 2/13/24

Future of Work

The AI Revolution Continues – Leveraging Large Language Models
FOW-05

209B

Jon Arnold (Moderator)

Principal

J Arnold & Associates

Alex Diedrich

Lead Insights & AI Solutions Specialist

Sprinklr

Frank Fawzi

CEO

IntelePeer

Kevin Lee

Vice President, Global Head of Digital Sales and Strategy

NICE

Hardy Myers

SVP, Business Development & Strategy

Cognigy

Just as we were getting comfortable with first generation AI applications like chatbots, translation and transcription, along came ChatGPT in 2023. This took AI to a new level, and we’re still grappling with how it fits for future of work. Nothing stands still with AI, though, and the latest wave in the revolution is large language models (LLM). With each new breakthrough, AI becomes more strategic than tactical, and IT leaders need to think in terms of the organization-wide impact rather than point applications like speech-to-text. Just as Generative AI became part of the FOW lexicon last year, LLM is this year’s acronym, and you might be surprised at how it can drive new business value. Last year’s ChatGPT session was standing-room-only, and if LLM isn’t on your FOW roadmap yet, you won’t want to miss this one.

Generative AI

Decoding Enterprise AI: Choosing Between Private LLMs and Public Generative AI Services
GAI-05

301

Brian Sathianathan

CTO & Co-Founder

Iterate.ai

This session will navigate an increasingly pivotal crossroads: the decision between investing in a proprietary, custom-tailored Large Language Model (LLM) or capitalizing on the versatility and ease of public generative AI services. The discussion will include a comparison of the various GenAI models, their benefits and risks, and will provide insight into the decision-making framework to allow attendees to assess their options for their own needs.

3:00-3:45pm

Tuesday - 2/13/24

Future of CX

AI's Role in Customer Experience Improvements
CX-06

209A

Robin Gareiss

CEO & Principal Analyst

Metrigy

Artificial Intelligence is all the buzz—and as it continues to grow in number of offerings, it also grows in complexity. Most CX leaders aren’t sure whether generative AI, conversational AI, agent assist, sentiment analysis, or some other form of AI is the best solution for their problem or opportunity. This session will examine AI for CX use cases, ROI, adoption rates, concerns, pitfalls, and plans—based on brand new research from Metrigy. We'll explain AI options available for common problems and opportunities in a way that is easy to understand. We'll also show how AI is affecting revenue, costs, agent efficiency, and customer satisfaction from companies that already use the technology.

Generative AI

Marketing & Sales: Where Does GenAI Fit In?
GAI-06

301

Jay Cann

CTO

Synoptek

Tim McLain

Director of Marketing

Commio

Alexis Quintal

CEO

Rosarium PR & Marketing Collective

Peter Radizeski (Moderator)

President

RAD-INFO INC

AI technology offers an array of powerful tools that have started to revolutionize how organizations engage with their target audiences, enhance brand visibility, and optimize communication strategies. This session will explore how GenAI can bolster sales and marketing efforts, including real-world examples, potential pitfalls, as well as considering how and where human involvement intersects with AI to support business objectives.

4:00-4:45pm

Tuesday - 2/13/24

Future of CX

Demystifying & Differentiating Approaches to AI in CX
CX-07

209A

Alex Diedrich

Lead Insights & AI Solutions Specialist

Sprinklr

Robin Gareiss (Moderator)

CEO & Principal Analyst

Metrigy

Baker Johnson

CMO

UJET

Kevin Lee

Vice President, Global Head of Digital Sales and Strategy

NICE

Let’s face it: AI is complex, and the solutions for CX often seem overlapping and similar to one another. Yet, every provider of AI solutions for CX claims to have a unique offering or approach to the technology. For this session, we have assembled some of the world’s top CX providers to help clear some of this confusion. They'll describe their approach to AI, who they serve, and how they’re different from other solutions available. The audience will have an opportunity to ask these experts general questions about AI to demystify the confusion that exists about the technology and how it improves customer experience.

Generative AI

Monetizing the Coming Wave of Innovation Around Generative AI
GAI-07

301

Tristan Barnum

CMO

Wildfire Systems

This session delves into the realm of Generative AI and explores its immense potential for monetization. By analyzing real-life examples of successful implementations and revenue-generating models, the discussion will uncover strategies, trends, and opportunities within the generative AI ecosystem. Attendees will gain actionable insights to harness the transformative power of generative AI and capitalize on the emerging monetization landscape.

MSP Expo Tech Track

How AI is Changing Cyber Security
MSPT-07

Palm B

Shahar Ben-Hador

CEO and Co-founder

Radiant Security

Shahar Ben-Hador

CEO and Co-founder

Radiant Security

Walt Czerminski (Moderator)

Partner

Fortium Partners

Walt Czerminski (Moderator)

Partner

Fortium Partners

Cal Jeffrey

Director of Strategic Partnerships

InsightCyber

Cal Jeffrey

Director of Strategic Partnerships

InsightCyber

Jonathan Speigner

Sales Engineer

Hive Pro

Jonathan Speigner

Sales Engineer

Hive Pro

Andrei Tchouvelev

Chief Innovation Officer

Syxsense

Andrei Tchouvelev

Chief Innovation Officer

Syxsense

Cyber security should be top of mind for every business and has created a massive opportunity for MSPs. As cyber threats evolve, traditional security measures are no longer sufficient. This session looks at AI's unparalleled capabilities in predictive threat modeling, anomaly detection, rapid-response strategies, automated learning, and more, fortify security postures and reduce vulnerabilities far beyond the capabilities of traditional methods. Attendees will gain insights into how to implementing these advanced technologies within their own service offerings and infrastructures to optimize their security services, avert cyber incidents, and drive revenue. Embrace the future of cyber defense and learn how integrating AI can provide a robust security posture, ensuring client trust and business continuity in an era of ever-escalating digital threats.

Wednesday, February 14, 2024

9:00-9:45am

Wednesday - 2/14/24

Future of CX

How AI + Automation + Analytics Shapes CX
CX-08

209A

Robin Gareiss

CEO & Principal Analyst

Metrigy

Henry Svendblad

President and CTO

Company Nurse powered by Lintelio

Join this incredibly informative fireside chat with Henry Svendblad, President and CTO of Company Nurse, powered by Lintelio. Henry will provide real-world details about how AI, analytics, and automation have drastically improved his company’s business metrics, including customer satisfaction, operational costs, and revenue. Henry will discuss what led him to start using AI, and what results he has seen (with detailed metrics). You’ll learn how he sold his strategy to other leaders in the company, which providers have been key to his success, and what his plans are to further leverage these advanced technologies.

Future of Work

Finding the Balance with AI for Better Employee Engagement
FOW-08

209B

John Chmaj

Sr. Practice Director, Chief KM Strategist

Verint

Joe Markwith

MOAT Chief Strategist

CDW

Hardy Myers

SVP, Business Development & Strategy

Cognigy

Jay Patel

GVP, Product Management

Avaya

Tomi Teikko (Moderator)

Workplace Strategist, Head of U.S

Haltian

Workplace norms have become very fluid, not just with the rise of hybrid work, but the challenges of managing workloads that never seem to ease up. AI-based technologies are creating ever-expanding volumes of data that need to be managed, and without the right tools, workers can be easily overwhelmed. Knowledge management capabilities are essential for finding the right data for the task at hand, and applying it to improve performance. Without this, employee engagement will suffer, and some will even view AI as being on track to take their jobs. While AI is driving much of this new data creation, it can also be deployed for knowledge management to help workers navigate all this data. This will give workers a sense of agency, where human input still has value, and AI is viewed more as job enhancement than job replacement. The future of work will very much be technology-driven, but there will be no workers if everything is automated, and this session examines the nuanced approach that IT leaders must take with AI that does not erode employee engagement.

Generative AI

CEO Insights: The Good, Bad, and Ugly of Using Generative AI for Business
GAI-08

301

Dave George

CEO

Greenstar Marketing

Bill McClain

CEO

Stratus Dial

Bill Miller (Moderator)

CEO & Owner

Beelinebill Enterprises

Dan Rosenrauch

CEO

Viirtue

Many experts argue today's Large Language Models (LLMs) are inaccurate, but many companies are already implementing entire AI-based programs – some more successfully than others. In this session, tech CEOs debate where AI delivers vs. falls short of transformative promises. Each CEO cuts through today's polarizing hype by examining AI's capabilities and limitations, offering attendees a clearer perspective on AI's near-term potential to disrupt communications technology.

Service Provider Technology

Agility and Innovation with CPaaS and AI
SP-08

208A

Andy Abramson (Moderator)

CEO and Founder

Comunicano, Inc.

Bryan Nelson

Solutions Engineer

Intelisys

Heather Share

Messaging Expert

Sinch

Briana Sullivan

VP of Product, Marketing, and Communications

NUSO

Communication Platform as a Service (CPaaS) has created a game-changing paradigm for providers who understand how to leverage it to redefine their communications strategies and build more robust offerings for their customers. This session looks at how CPaaS is re-inventing the traditional telecom model and the opportunities it presents for service providers to become more agile in responding to market needs, create more value for their customers, and generate additional revenue streams. Topics will include: How does CPaaS complement and/or enhance existing solutions? What new use cases does CPaaS enable? How does the rapid growth of AI impact CPaaS? How does CPaaS help providers be more competitive in today’s market? And much more.

10:00-10:45am

Wednesday - 2/14/24

Enterprise Metaverse

GenAI and the Metaverse will Change Everything
EME-09

203

Barton Goldenberg

Founder & President

ISM Inc.

You may not know it, but the biggest tech battle of this century so far is about to begin. Generative AI and the Metaverse are already changing everything, and the biggest tech companies in the world are all in. Are you?

With Generative AI technology already changing the way we conduct business, and 70% of all brands forecasted to be present in the Metaverse by 2027, to remain competitive every organization needs to understand the implications of these two technologies and what opportunities they present for your organization. While readying your organization for the use of Generative AI and for entry into the Metaverse may seem daunting, the consequences of being late to the party or missing the party altogether are dire - just ask Blockbusters, Borders, or Xerox.

In his session, Barton will:

Provide an overview of what Generative AI and the Metaverse are all about and why they are changing everything.
Make the linkage between the Metaverse as the new 'front-end' and Generative AI as the new 'back-end' for conducting your future business.
Show how global, best-in-class B2B, B2C, and B2B2C companies currently leverage Generative AI and the Metaverse to grow sales, market more effectively, decrease customer and field service costs, and improve training retention.
Walk participants through a proven, 8-step approach to successfully leverage Generative AI and the Metaverse to conduct your future business

You will learn why Generative AI and the Metaverse, and the integration of these two technologies are so important for your organization’s long-term survival. You will hear how other companies are prospering by already leveraging Generative AI and the Metaverse today. You will receive a proven, 8-step approach to successfully leverage Generative AI and the Metaverse to conduct your future business.

MSP Expo Business Track

How to Sell AI-Enhanced Services to Drive Revenue
MSPB-09

Palm A

Steven Frank

Sales Manager, MSP Group

TD SYNNEX

Steven Frank

Sales Manager, MSP Group

TD SYNNEX

Jason Hyatt

GM Americas and VP of Sales

Telco Systems

Jason Hyatt

GM Americas and VP of Sales

Telco Systems

Corey McFadden

Chief Product Officer

ClearlyIP

Corey McFadden

Chief Product Officer

ClearlyIP

Mostafa Razzak (Moderator)

CEO

JMR Connect

Mostafa Razzak (Moderator)

CEO

JMR Connect

This session uncovers strategies MSPs can implement o leverage AI capabilities in their service offerings, enhancing value propositions and driving business growth. As AI transforms the technological landscape, clients seek advanced solutions for their complex challenges. This session will equip attendees with insights into identifying client needs, articulating the benefits of AI-enhanced services, and overcoming objections, to allow them to position these offerings effectively within the market and specific client needs. Key takeaways will include understanding the unique selling points of AI services, mastering the nuances of client-centric sales strategies, and anticipating market evolution. This session is a must-attend for MSPs aiming to stay competitive in an AI-driven era, ensuring sustainable revenue growth.

10:00-10:25am

Wednesday - 2/14/24

Generative AI

Building Secure and Responsible Applications with Generative AI
GAI-09

301

Kumaran Ponnambalam

Principal Engineer, AI

Outshift by Cisco

As the possibilities of using Generative AI to improve businesses are exploding in the past few months, so are the concerns around security and responsible AI in these applications. As enterprises work to bring Generative AI applications to production, they need additional capabilities to ensure that these applications are secure, protect privacy, fair, explainable, compliant and accountable. What are the additional services and processes that enterprises need to build these capabilities? What challenges exist in bringing in these capabilities into the enterprise? How can these capabilities be implemented and integrated in an efficient manner? How are these capabilities monitored to ensure their continued performance? This session will answer these questions and many others around the GenAI landscape.

11:00-11:45am

Wednesday - 2/14/24

Generative AI

AI Cyberwarfare: How to Fight AI with AI
GAI-11

301

Stephen Kowski

CTO

SlashNext

Beyond the basic content generation most people are familiar with, Generative AI tools will have profound security ramifications to organizations as threat actors weaponize these tools to rapidly target users with tailored malware, ransomware, social engineering and BEC attacks. This session will explain how threat actors are already taking advantage of widely available AI solutions to increase the effectiveness of their attacks, including real examples of threats launched from AI technologies, such as ChatGPT, and how attackers have advanced their tactics to compromise individuals and businesses. Attendees will learn how to protect their organizations against these new kinds of threats and why security teams must arm themselves with AI cyber security tools to level the playing field.

12:30-1:30pm

Wednesday - 2/14/24

Enterprise Metaverse

ChatGPT and the Metaverse Panel & Demos -Videos Game the Search Engines to top the S.E.R.P.
EME-11

203

Sara Rushinek (Moderator)

Professor

Univ. of Miami

12:30-12:55pm

Wednesday - 2/14/24

Enterprise Technology

Beyond Limits: Unlocking IT's Next Frontier with AI
E-11

208B

Oshri Moyal

CTO & Co-Founder

Atera

Gil Pekelman

CEO & Co-founder

Atera

As AI spreads across industries and use cases, the introduction of AI-powered IT (AIT) signifies a paradigm shift for IT professionals, their role within the organization, and the broader technological landscape. Today, early adopters of AIT are driving unparalleled cross-organizational efficiency, reducing time to resolution from hours to mere seconds, all while increasing team productivity. In this session, we will explore the potential ahead with the growing adoption of AI and examine its intersection with the needs of technicians, teams, and management.

Generative AI

Taming the Knowledge Sprawl: Strategies for Controlling Generative AI’s Expanding Knowledge
GAI-12

301

Eric Riz

Founder

VERIFIED

Generative AI models have achieved remarkable advancements in generating human-like text, images, and even code. However, these models often suffer from a phenomenon known as “knowledge sprawl,” wherein the model’s knowledge expands beyond its training data, resulting in the generation of inaccurate or misleading information. Controlling this sprawl is crucial to ensure the reliability and ethical usage of generative AI systems. This session will delve into the challenges associated with knowledge sprawl in generative AI and explore effective strategies for controlling and mitigating its impact, including approaches that researchers and developers have employed to address this issue.

1:00-1:25pm

Wednesday - 2/14/24

Generative AI

Imagine A World Without Hold Times – An AI Optimist Explains
GAI-13

301

Frank Fawzi

CEO

IntelePeer

An AI Optimist possesses an authentic desire to capture the benefits of AI and deploy the technology for customer experience enhancements across all industries. They are not naive; they recognize implementation as a journey, not an immediate transformation, especially within the contact center, where Conversational AI has opened the door for Generative AI (which goes beyond basic guided tours of conversational AI). By leveraging Large Language Models (LLMs), GenAI delivers more life-like conversations with customers, where consumer intent is analyzed for personalized interactions. This session will examine what it means to be an AI Optimist and why companies must avoid carelessly deploying generative AI, as well as jey areas where to deploy GenAI, the benefits of enacting hyper-automation into customer care technology, and how optimists should address the challenges and risks of AI.

Thursday, February 15, 2024

8:15-9:00am

Thursday - 2/15/24

Future of Work

Why the Contact Center Should Be Central to Your AI Plans for Future of Work
FOW-13

209B

Jon Arnold (Moderator)

Principal

J Arnold & Associates

Tod Chisholm

President

IFT

Rob McDougall

CEO

UpstreamWorks

Michael Roche

Regional Vice President

Five9

Khurum Shafi

Sr. Solutions Engineer

Twilio

Artificial Intelligence isn’t just the dominant trend in tech, but also the most transformative force for future of work. Every aspect of work will be transformed by AI – how we work, where we work, why we work, etc. – but no operation inside a business is being impacted more right now than the contact center. The reason is simple – AI can address many of the shortcomings of legacy-based contact centers that are having ripple effects across the entire business. Today’s digital customers have adopted new technology faster than contact centers, and as their expectations keep rising, the business risk keeps rising as well. When agents don’t have the right tools, customer service suffers, along with their performance and morale. Business leaders cannot afford to wait for a years-long modernization program, and the contact center is a prime use case when considering the role of AI in your future of work plans. Great success stories are in the market right now, and we’ll be sharing some of them during this session.

Generative AI

GenAI is Real: Now What?
GAI-14

301

Roger Campbell

Sr. MOAT Principal Consultant

CDW

Ryan Ries

Chief Data Science Strategist

Mission Cloud

Over the past year, one thing has become clear: GenAI is here and it is real. The question is, where does it go from here? This session will consider the current state and future of Generative AI, it’s implications for enterprises in the context of emerging use cases, business impact, and emerging challenges. Discussion topics will include GenAI’s impact on workforce dynamics, data security implications, bias mitigation, the balance between innovation and regulation, and more. As GenAI technologies advance, they not only unlock new possibilities but also raise significant ethical, legal, and societal questions. This discussion will explore the GenAI’s transformative potential as well as the challenges it presents as businesses continue to embrace its capabilities and develop their AI strategies.

11:30am

Thursday - 2/15/24

Solutions Theatre

Generative AI Solutions - Using AI for Defect Detection and Object Detection
SS-07

Hall A Theatre, 200 Aisle

Dipika Mirpuri

CEO

Brightpoint AI

This session explores the impact of AI in Defect Detection for Manufacturing. Showcasing our Defect Detection solution in textile manufacturing, we show you how AI revolutionizes real-time defect detection, optimizing production and improving manufacturing quality processes. Also, learn how AI can be used in various use cases for Object Detection. Join us to discover how AI is reshaping quality control and sustainability in diverse industries.

12:00pm

Thursday - 2/15/24

Solutions Theatre

Generative AI Solutions Showcase - MobiDev
SS-08

Hall A Theatre, 200 Aisle

Xenia Potiakova

Head of Business Development

MobiDev

12:30pm

Thursday - 2/15/24

Solutions Theatre

Generative AI Solutions Showcase - 8 Great Business Use Cases for Generative AI
SS-09

Hall A Theatre, 200 Aisle

Ryan Ries

Chief Data Science Strategist

Mission Cloud

Are you interested in learning how Generative AI (Gen AI) can revolutionize various business processes? Don't miss this engaging session that will showcase eight innovative applications of Gen AI, demostrating how Gen AI can be leveraged for creative problem-solving, automating routine tasks, and generating novel solutions in areas ranging from marketing to product development. The aim of this session is to inspire and educate business professionals about the exciting opportunities Gen AI presents, setting the stage for a future where AI-driven innovation is a key competitive advantage.

1:00-1:45pm

Thursday - 2/15/24

Enterprise Metaverse

Legal Landscape of AI, Metaverse, and Blockchain
EME-13

203

Carly Horvath

Associate Lawyer

MBM Intellectual Property Law LLP

As advancements in AI, the Metaverse, and blockchain reshape our digital landscape, legal frameworks must adapt to address critical concerns regarding data privacy, intellectual property ownership, and user rights. Through real-world examples, case studies, and practical recommendations, this session will explore the evolving legal landscape and offer valuable insights into the following key areas:

Blockchain Law: Discover how blockchain technology is transforming traditional legal systems, including its impact on contract enforcement, smart contracts, and decentralized governance. Gain a deeper understanding of the legal implications associated with blockchain-based platforms within the Metaverse.
Privacy Law in the Metaverse and AI: Uncover the complexities of data privacy and protection in virtual environments. Explore the legal considerations surrounding user data, consent, and identity within immersive digital spaces, and explore potential solutions for safeguarding user privacy.
Intellectual Property Rights: Insight into the challenges surrounding copyright, trademark, and patent protections in virtual worlds, and explore legal strategies to safeguard creators' rights and foster innovation.

This session will appeal to technologists, legal professionals, entrepreneurs, content creators, and anyone interested in the legal implications and opportunities presented by these transformative technologies.

Generative AI

Generative AI and the Customer Experience
GAI-15

301

Jeff Dworkin (Moderator)

Managing Director

Cloud Voice Alliance

Matt Edic

Chief eXperience Officer

IntelePeer

Alan Finlay

Co-founder & Head of Product

OvationCXM

Eric Vaughan

CEO

GFI Software / Ignite Tech

In an era where personalization is king, leveraging the capabilities of Generative AI to enhance the customer experience has become not only vital, but transformative. This session looks at the largely untapped potential of Generative AI in revolutionizing customer interactions and engagements and how businesses are integrating these sophisticated AI models to create highly personalized customer experiences, from dynamic content creation to intelligent customer service solutions, and much more. Attendees will understand how to utilize Generative AI to foster a more nuanced and interactive relationship with their customer base, thus driving brand loyalty and facilitating business growth, including strategies for successfully implementing Generative AI tools without compromising customer trust.

MSP Expo Business Track

Building a Better MSP Business with AI
MSPB-14

Palm A

Robert Isaacs

CEO

Nine Minds

Robert Isaacs

CEO

Nine Minds

Mostafa Razzak (Moderator)

CEO

JMR Connect

Mostafa Razzak (Moderator)

CEO

JMR Connect

Oren Rosen

CEO

eProc Solutions

Oren Rosen

CEO

eProc Solutions

AI is impacting nearly every industry. Companies are leveraging AI to generate efficiencies, improve service delivery, and create new opportunities. This discussion will look at how MSPs can integrate AI into their business models to improve internal operations and external communications and interactions through effective use of data and automation tools driven by the latest AI technologies. From marketing to sales to support, where can your MSP improve on current capabilities to drive new operational efficiencies and build better relationships with customers – to ultimately improve your revenue streams?

Service Provider Technology

The Road to Carrier IP Network Transformation: Avoiding the Potholes
SP-14

208A

Jason Byrne

SVP Marketing

Crexendo

Anthony Marcello

Director of Sales - Western Region

Alianza

Alan Percy (Moderator)

CMO

TelcoBridges

Mark Suto

Founder

Toly Digital

In the US and Canada, there are over 3,000 regional and rural service providers working to migrate their aging TDM infrastructure to IP. In such an effort, there are best practices to follow, reducing the risks and improving the subscriber experience. During this session, our panel with discuss the planning process and implementation steps to make a network transformation successful.

2:00-2:45pm

Thursday - 2/15/24

Generative AI

Bias in AI: Cultural Considerations and Understandings
GAI-16

301

Chris Carr

Co-Founder

Black Land Ownership

There's a hope that, via artificial intelligence and the elimination of human error, processes and activities will become more efficient, beneficial, and advantageous for humanity. But is this the case? Will the tide of AI raise all boats? How does human bias influence the systems and structures of AI models, such as large language models, ethics, selective data, and models emerging from non-diverse institutions? This session will present an engaging, interactive discussion about bias in the world of generative AI from a few perspectives, including:

The back end (coders, developers, owners, technologists, industry perspectives),
How technology generates vastly disparate consequences for different communities, and
Models of best practices.

How do different communities feel about facial recognition, surveillance, and predictive modeling? What historical events or circumstances that should cause people to be cautious or concerned? Where does rational concern turn into paranoia and conspiracy theory? What does the future look like for AI?

MSP Expo Tech Track

Creating Better IT Services with AI
MSPT-15

Palm B

Jeff Bishop

EVP & GM, Platform & Control

Connectwise

Jeff Bishop

EVP & GM, Platform & Control

Connectwise

Jaseem Masood

Founder & CEO

Ceburu

Jaseem Masood

Founder & CEO

Ceburu

Oshri Moyal

CTO & Co-Founder

Atera

Oshri Moyal

CTO & Co-Founder

Atera

Brian O'Connor

Vice President, Solutions Engineering

Granite

Brian O'Connor

Vice President, Solutions Engineering

Granite

Mostafa Razzak (Moderator)

CEO

JMR Connect

Mostafa Razzak (Moderator)

CEO

JMR Connect

As MSPs look to optimize their service delivery, they need to look no further than Artificial Intelligence. As customer expectations evolve, AI integration stands as a pivotal differentiator in delivering efficient, proactive services. AI has the power to transform the ITSM, RMM, Help Desk, and other services MSPs are already offering, enabling them to deliver better results while empowering them to grow their businesses faster. This session features strategies for enhancing MSP service portfolios using AI, including an exploration of AI-driven advancements that revolutionize issue resolution, automate complex processes, and predict system failures for rapid mitigation. The discussion will demonstrate how AI elevates service quality, optimizes resource allocation, and drives customer satisfaction through faster and more accurate support interactions. By harnessing AI's potential, MSPs can not only anticipate client needs with unprecedented accuracy but also unlock new revenue streams, ensuring sustainable business growth.

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