CX technology budgets are higher than ever, and delivering stellar customer service is top priority. To stay competitive, you need to engage in true, transformational projects that will move your business metrics in the right direction. Metrigy has conducted extensive research on the types of projects that generate the most success. Should you implement chatbots, improve WEM, add and integrate interaction channels, push hard on generative AI, focus more on agent assist? The possibilities are endless, but we will give you researchbacked guidance on where you should focus with your next CX transformation initiative during this mustattend session.

Cybersecurity is an ongoing, growing threat, and all businesses are a target. The conventional approach to protecting what’s behind your four walls is not aligned with the realities of today’s workplace, let alone what the future of work holds in store. Not only does hybrid work mean distributed teams, but also a lot of virtual interaction via an Internet connection. Data security and privacy risks become elevated well beyond what’s needed for a physical office environment, and this raises two sets of future of work challenges. First are the threats that IT must manage to protect the network and all the data running across it. The second challenge pertains to employees, whose personal privacy needs to be protected whether working at home or in the office. Both challenges must be addressed, not just to ensure business continuity, but to maintain employee trust as AIdriven applications become evermore pervasive. Cybersecurity is more important than ever with future of work, and this panel will review leading technologies and best practices for IT.

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 decisionmaking processes. Realworld case studies, ethical considerations, and the future of generative AI in driving innovation will all be part of the conversation.

The future of cyber security technology will be largely influenced by the growing compliance and insurance marketplace. As these two areas expand, cyber security providers must be able to adapt their offerings and focus on meeting the customers where there compliance landscape is taking them. This also means that security needs will change and the security needs of tomorrow will be different than the needs of yesterday. This session discuss these evolving needs and importance of regulations, including HIPAA, DFARS, CMMC, PCI, and other security frameworks. The session will talk about the importance of MSPs providing compliance services to their clients and best practices in conducting assessments, policy creation, and other aspects of a full security program.

In an increasingly competitive landscape, MSPs are constantly seeking avenues to expand their service portfolios and generate additional revenue. This session delves into the potential of white label programs for MSPs to support that goal. Attendees will discover the nuances of selecting, integrating, and marketing white label solutions, and understand how, by leveraging these programs, MSPs can seamlessly offer additional services under their own brands, boosting customer value and driving sustainable business growth.

The cloud has become a pivotal tool for service providers to amplify their service offerings. This session looks at how providers can harness the unparalleled flexibility and scalability of cloud technologies to craft and bundle robust service solutions. Discussion will include best practices, emerging trends, and proven strategies to capitalize on cloud infrastructure, streamline service delivery, and enhance customer experiences. Attendees will leave with a better understanding of how cloud can not only enhance their service portfolios and unlock new revenue streams to foster sustainable growth.

As technology continues to advance, the concept of the metaverse is becoming more tangible. The metaverse is a virtual space where people can interact with each other and with digital content in a shared online environment. In this session, we will explore how companies can use the metaverse to preserve and enhance their brands and how to seamlessly integrate them into the metaverse, captivating audiences and forging new connections in this digital frontier. We will discuss how the metaverse can help companies create immersive and engaging brand experiences that are not limited by physical boundaries, allowing them to reach audiences around the world. We will also explore how companies can use the metaverse to create new revenue streams and business models that create brand resiliency.

In a world teetering on the brink of AIage cyberwarfare, join experts and thought leaders to unravel pressing questions: Are we prepared for the impending storm? Is our cybersecurity infrastructure resilient enough for a multimodal cyberattack? Delve into the heart of AI governance, dissecting its role in fortifying our digital defenses. Brace yourself for an enlightening journey that promises insights, discussions, and strategies to safeguard our digital future. Join us in deciphering the complexities of cybersecurity in the age of artificial intelligence.

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 inperson 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 FOWfriendly, 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.

The MSP market has been ripe with mergers and acquisitions, and consolidation is likely to continue as some MSPs look to expand their technological and/or geographic footprints, while others look to fulfill their exit aspirations. This session will explore what really goes into valuations and what MSPs need to know to grow the value of their businesses, to allow them to capitalize on opportunities.

UCaaS is revolutionizing the way organizations communicate and collaborate, and it has become a critical business tool in the current work environment that features some form of remote and/or hybrid work at most companies. For MSPs, integrating UCaaS is no longer an option but a necessity. This session will explore how UCaaS enables enhanced collaboration, increased productivity, and an elevated customer experience. Through the discussion, attendees will glean actionable insights on successfully adopting and optimizing UCaaS solutions within their offerings. They will also explore the future trajectory of UCaaS in the MSP landscape, ensuring they remain at the forefront, strategically positioning MSPs for unparalleled growth and customer satisfaction.

The FCC has issued a number of new rulings, requiring many more service providers to implement STIR/SHAKEN and KYC policies to their networks. This will impact many of the UCaaS/CCaaS/CPaaS providers that thought they were immune from dealing with STIR/SHAKEN implementations. During this session, details on the recent rulings, compliance mandates, and implementation methods will be explored, preparing providers to meet regulatory requirements.

During this session, well 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.

Have you started exploring the possibilities of generative AI for your business? Its time to leverage this technology in practical ways that will drive real business value and ROI. Join Dr. Ryan Ries to learn how to modernize your data strategy and create a solid foundation for advanced analytics and large language models. Discover how to become a datadriven organization with AWS, and use data and generative AI to unlock insights and transform your business.

This session will explore the transformative potential of AI in GRC and cyber security. Attendees will gain insights into AIpowered tools and techniques for GRC, such as machine learning algorithms, natural language processing, and automated analytics. Discussion will include ethical considerations and governance challenges in AIenabled GRC, along with strategies for successful implementation. This session aims to equip attendees with the knowledge and strategies needed to leverage AI effectively in their GRC initiatives.

Since 2020, businesses across the world have adopted Microsoft Teams. In most cases, it was rolled out with minimal planning in response to changing hybrid/remote workforce needs. This session will explore how you can reimagine your Teams implementation, and even leverage AI and chatbots, to take it from being a reactive tool to an essential component of your digital culture strategy. Bring your questions, and get ready to think big – this session will change how you think about your Teams deployment for years to come.

This session looks are how to move from current conversational AI narrow models to new Generative AI pretrained 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.

QDay is coming which means quantum computing will break down cybersecurity and privacy as we know it. An evershifting cybersecurity landscape is impacting the entire digital ecosystem?everywhere, everyplace, anytime. Dive into what the future holds for MSPs and what they can offer CISOs now to protect their clients from the sophisticated cyber threats of today and quantum computing tomorrow.

The IT space has reach a tipping point of sorts, where security and compliance needs are overshadowing most other requirements and, frankly, that’s not every likely to change. Knowing that, there is no better time for MSPs to transition into MSSPs. The simple fact is customers need the experience and expertise to navigate through the regulatory framework of controls and ensure the safety and security of there assets. But, they don’t have that expertise inhouse, which is where MSPs face a massive opportunity. Join this session to learn how to make this transition successfully and without adding additional FTEs and overhead to your business.

Warning labels take different shapes and forms across the top service providers based on the data provided by carrierpartnered 3rd party analytics companies. Each of the top carriers offers a free service to block calls identified in the highest risk category by their thirdparty analytics. As such, calls identified as Scam, Scam Likely, Fraud Risk, or Potential Fraud the exact terminology varies across service providers can impede legitimate enterprise communications. in the battle against illegal robocalls, it is important to note that analytics approaches may be defined by two broad categories: 1 Eventbased analytics and 2 Contentbased analytics. Contentbased analytics refers to an indepth investigation of the phone call content to subjectively explain what has happened. Eventbased analytics “relies on network signaling such as Session Initiation Protocol SIP messages and other call related data.” In looking at both approaches, it’s important to take note of a few critical differences. Attendees of this session will learn the role and importance of contentbased analytics technology and solutions to prevent inappropriate call labeling and remediation of telephone number reputation for legitimate enterprises.

There’s a lot of good being done by AI today – and also a lot of questions being raised. Perhaps nobody should be surprised at the complexity created by the evolution of AI and its rise as a tool to improve processes and operations, but the reality is the inaccuracies, hallucinations and rogue AIs that seem to be multiplying rapidly can wreak havoc in AI users if not dealt with appropriately. This session will discuss not only what those challenges are and how to spot them, but also how to manage and deal with them to ensure your AI projects run smoothly.

Join us for an enlightening session as we exploring new performance data insights for today and tomorrow’s hybrid workforce.  Go beyond traditional numbers to leverage more agile metrics for team growth, effectiveness, and wellbeing.  You’ll leave with an understanding of holistic Agile metrics, strategies that foster a positive team culture, better leadership and coaching skills, and performance insights.

AI technologies are rapidly improving business processes and revolutionizing decisionmaking. 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.

In the rapidly evolving realm of cybersecurity, MSPs play a pivotal role in ensuring the digital safety of numerous organizations. However, the complexity of the cybersecurity landscape often leads to inadvertent errors and oversights that can have significant implications. This session, designed for both cybersecurity professionals and MSPs, aims to dissect and analyze the common mistakes MSPs make in their cybersecurity practices.

It’s no secret the workplace has evolved significantly over the past four years. MSPs have not been immune these changes and the importance of developing and nurturing a positive culture within the workplace. This discussion will explore the profound role that a positive workplace culture plays within MSPs, and the importance of fostering a culture that not only attracts and retains talented professionals, but also creates a distinctive market presence and, ultimately, drive business success.

Break through the hype, the myths, and the urban legends. There are a few ways to tackle AI – try to be the facts and figures expert, go over the top imagining a world of bots doing it all while we lay in bed, or simply build a compelling story. Heather Kurzenski will bust through the hype and provide you with practical messaging strategies to address AI in a way that compels and builds trust between you and your CX customer.

The metaverse is at the early stages of development and conceptualization. We are truly at the beginning. The metaverse creates an opportunity to be innovative in our approach to business and focus on the experiences we create for our customers and clients. It is the time for us to start preparing to incorporate the elements that are appropriate for our business. Education is key to knowing how to navigate the digital space safely and effectively. This session will provide a look at the future of business and the digital and workplace transformation. We will explore opportunities for implementing blockchain technology, digital assets i.e. NFTs, cryptocurrencies, artificial intelligence, and technologyrelated innovation e.g. Web 3.0—digital twins—into our business. Additionally, we will discuss the future of work and how that impacts our business and our team’s work. However, we cannot talk about the future of business without addressing cybersecurity and how this could impact our business as we move into the metaverse. To close out the session and discussion, we will focus on developing a strategy to ultimately create experiences for our customers and clients driven by this technology.

One of the profound changes over the past few years is a renewed emphasis on employee experience. Many of the new or enhanced tools that have become dailyuse tools have helped create highly functioning workforces that look nothing like the workforces of even five years ago. This discussion looks at how collaboration tools not only drive productivity, but how they create positive employee experiences, how the employee experience impacts overall business strategy and performance, and how businesses can leverage technology to create the best possible employee experiences.

The goal of any contact center should be to deliver measurable value for a company, be that in revenue, profit, cost cutting, and/or customer satisfaction. What’s achievable often will depend on the underlying architecture and how the contact center integrates with other business platforms, from AI development to CRM, unified communications, and beyond. In this session, discover what the latest Metrigy research shows on contact center architectural choices and platform integration, and get guidance from leading industry experts.

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 organizationwide impact rather than point applications like speechtotext. 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 standingroomonly, and if LLM isn’t on your FOW roadmap yet, you won’t want to miss this one.

This session will navigate an increasingly pivotal crossroads: the decision between investing in a proprietary, customtailored 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 decisionmaking framework to allow attendees to assess their options for their own needs.

MSPs stand at the forefront of the IT service industry, aiding companies in navigating the intricate landscape of modern technology. This session, featuring peers from the MSP space, unravels the secrets to successful MSP operations, combining technology, customercentric approaches, and smart business strategies. Attendees will learn from realwork examples how thriving MSPs harness innovative tools and methodologies to enhance operational efficiency, client satisfaction, and financial growth.

As the 5G revolution reshapes the connectivity landscape, MSPs must be ready to capitalize on the opportunity 5G presents for driving business expansion. This session looks at the opportunities 5G presents for MSPs to unlock new revenue streams and bolster growth, discussing strategies for developing 5Gcentric offerings, exploring usecases that cater to evolving client demands, and strategically positioning their services in a hyperconnected market. Dive into the world of enhanced connectivity, reduced latency, and unparalleled data speeds, and discover how your MSP can capitalize on 5G to drive revenue growth.

As digital transformation continues to change business strategies and needs, there is a natural demand for more advanced, scalable, and secure networking solutions in the cloud. This session looks at the transformative potential of cloud networks and the emerging trends and technologies driving the next wave of cloudbased networking, including the convergence of SDWAN, edge computing, and 5G. Speakers will explore the implications of these advancements for service delivery, security, and business continuity.

With today’s constantly evolving workforces, the right collaboration platform is a must for ensuring your workers – across locations, generations, and other variables – are able to work and communicate effectively wherever they are. Voice is a key part of ensuring productivity – both internally and externally, voice remains critical to business success. As adoption of Microsoft Teams continues to grow, integrating voice services into your Teams environment will only enhance the value and experience your employees and customers enjoy from your Teams investment. This session explores how companies can turn the combination of Teams and voice into a digital asset for their companies, strategies and options for integrating voice into Teams, and best practices for success.

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. Well explain AI options available for common problems and opportunities in a way that is easy to understand. Well also show how AI is affecting revenue, costs, agent efficiency, and customer satisfaction from companies that already use the technology.

Today’s ecosystem of workplace endpoints is broader and more connected than the world of legacy desk phones and wired headsets. Both vendors and businesses want to support “work from anywhere”, but they can’t do it without the right endpoints and devices. With digital transformation turning all modes of communication into data streams, endpoints are central to the Future of Work experience as they provide the interface between workers and technology. Workers need endpoints that are easy to use and integrated with their everyday applications, and IT needs to tap data from them to better manage their networks. This session will address the critical capabilities needed from today’s wide range of endpoints tablets, softphones, mobile phones, video hardware, conference systems, headsets, and even biometric devices – along with how they enable more intelligent communications from wherever workers are based.

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 realworld examples, potential pitfalls, as well as considering how and where human involvement intersects with AI to support business objectives.

In a competitive landscape, MSPs can differentiate themselves with a solid understanding of taxes and fees. Powered by the right knowledge and tools, MSPs can enhance profitability and customer retention. This session explores the complex world of telecom taxation, compliance requirements, and their impacts on both MSPs and their clients. Attendees will gain insights into the regulatory landscape, discover strategies to navigate taxation, and how to mitigate risks associated with compliance missteps. The session will highlight how leveraging technology can simplify tax management, creating a competitive advantage in the market, and lead to optimized pricing strategies, better customer relationships, and ultimately, a more robust bottom line.

While today’s cloudfirst technology landscape continues to deliver benefits to businesses, many have also seen their cloud spend skyrocket, prompting a search for innovative strategies for financial governance. Enter FinOps, the operating model for the cloud era, fusing finance and operations to optimize cloud spend without compromising performance. This session, tailored for MSPs, delves into the core principles of FinOps, providing actionable insights on how MSPs can implement FinOps practices to gain better visibility, efficiency, and control over cloud expenses – for themselves and their customers. Discussion will include an examination of why cloud costs continue to increase, as well as tools and best practices for mastering the art of cloud cost management.

As 5G reshapes the connectivity landscape, its potential for revenue generation remains unparalleled. In this session, we will explore strategic avenues to monetize 5Gs capabilities. Delving into usecases, innovative service models, and partnership opportunities, attendees will gain insights into the impact of 5G on business models and growth opportunities. Beyond just faster speeds, speakers will discuss 5G as a catalyst for new services, enhanced customer experiences, and untapped revenue streams.

In todays interconnected world, businesses are more vulnerable than ever to cyber threats, ranging from data breaches to sophisticated cyber attacks. Protecting critical business data has become paramount to maintaining trust and ensuring continued growth. In this session, attendees will learn the foundational elements of a robust cyber security plan tailored to their unique business needs. The discussion will explore risk assessment, proactive defense strategies, and effective incident response measures. By leveraging best practices, cuttingedge tools, and industry insights, participants will leave empowered to safeguard their organizations’ digital assets and reputation.

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. Theyll 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.

Seamless connectivity for a distributed workforce is a musthave when planning for future of work. Not only is stateofthe art technology critical for driving anywhere, anytime productivity, but it must enable smart workplace capabilities for all settings – in office, at home or on the go. The implications for IT are foundational, as the rise of digital transformation is creating both new forms of data, and massive volumes of data that would overwhelm legacybased networks. Each of these needs represent major challenges for IT, but also major opportunities to rethink how data networks can deliver new value. Just as networks had to adapt when shifting from hardware to software, future of work will dictate the need for enhanced connectivity and data management capabilities to harness all this data. New approaches need to be considered, such as SD WAN and private 5G, and this panel will assess the merits of each, along with how IT can become an agent of change for FOW.

This session delves into the realm of Generative AI and explores its immense potential for monetization. By analyzing reallife examples of successful implementations and revenuegenerating 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.

In todays hypercompetitive landscape, MSPs face the challenge of diversifying revenue streams and enhancing client relevance. This session offers a deep dive into strategies for successfully penetrating vertical markets. Attendees will learn how to identify promising verticals, tailor services to meet unique industry needs, and leverage niche expertise to establish a competitive edge. Through realworld case studies and actionable insights, MSPs will discover how to efficiently allocate resources, foster partnerships, and drive sustainable growth in specific market segments. Join this discussion to unlock the potential of vertical market strategies and position your MSP for success.

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 AIs unparalleled capabilities in predictive threat modeling, anomaly detection, rapidresponse 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 everescalating digital threats.

Communications service providers often struggle with the complexities of Microsoft Teams and integrating telephony into Teams. But, it doesn’t have to be that way. This session looks at where those challenges arise and, more importantly, how service providers can reduce friction with Teams and grow their communications portfolios by capitalizing on the Teams opportunity in front of them based on 300+ million active users – a figure that is sure to continue to grow.

This session presents a unique perspective on applying VR technology for employee training, focusing on a case study with Colorado’s largest credit union. It explores the transformative impact of VR beyond traditional methods, emphasizing enhanced learning experiences, skill development, and engagement strategies. Well delve into the design and implementation of VR training modules, the challenges faced, and the innovative solutions devised. Attendees will gain insights into the practical application of VR in a realworld scenario, understanding its potential to revolutionize training methodologies across various industries.This VR initiative represents the beginning of a new approach to professional development within the Credit Union sector. Our project goes beyond improving training methods for a single organization; its about initiating a shift towards immersive learning solutions in finance. At Aequilibrium, we are leading this change. Our work in implementing VR in training establishes a new standard in the industry, showing the potential of technology to enhance education and drive innovation. This initiative is a key part of our commitment to impacting the future of the CU space and our role in merging technology with finance.

Businesses continue to move more and more applications and workloads to the cloud – not just one cloud, but multiple clouds. But, despite cloud being a common – and dominant – model, there are still plenty of questions about how to most effectively secure the cloud. This panel will focus on best practices for securing the cloud, featuring insights from cyber security experts who will discuss how to ensure any cloud strategy is secure and rooted in the fundamentals of resilience. The discussion will address where opportunities exist and where challenges remain, and weigh the tradeoffs that must be considered to ensure a secure approach to cloud.

Join this incredibly informative fireside chat with Henry Svendblad, President and CTO of Company Nurse, powered by Lintelio. Henry will provide realworld 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.

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. AIbased technologies are creating everexpanding 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 technologydriven, 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.

Many experts argue todays Large Language Models LLMs are inaccurate, but many companies are already implementing entire AIbased 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 todays polarizing hype by examining AIs capabilities and limitations, offering attendees a clearer perspective on AIs nearterm potential to disrupt communications technology.

As business needs continue to expand, and customers are increasingly interested in utilizing emerging solutions and services, MSPs that have built businesses selling siloed offerings are now finding themselves in a conundrum: Either continue squeezing margin out of commoditized offerings, or expand the portfolio and offer adjacent new services that align with customers’ demands. This session explains how MSPs can seamlessly integrate marginrich offerings, like mobility, IoT, business process outsourcing, installation and implementation services, and more into their solutions portfolios. The session will include realworld examples of how partners have successfully leveraged these solutions to create profit centers.

There are many ways MSPs can use CPaaS to add incremental revenue potential to their offerings. This session will explore those opportunities and how MSPs can leverage CPaaS to offer advanced communication features and integrate with other businesscritical applications such as CRM tools, marketing automation platforms, and more, and other ways to increase the value they deliver to their customers.

Communication Platform as a Service CPaaS has created a gamechanging 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 reinventing 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.

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.

The future of the phone call is branded. When businesses and contact centers brand their outbound calls, customers answer ready to do business. They know who is calling and don’t have to worry about unknown callers and potential scams. It increases productivity and satisfaction – and improves the bottom line. This session will discuss what branded calling is, how it works, and how it’s being used right now to raise ROI and customer satisfaction.

With increasing support for different types of digital channels, today’s contact center agents must be more adept than ever. They must also be more highly skilled, capable of handling complex customer service issues not addressable via selfservice. Agents who aren’t prepared for the new CX reality will be dissatisfied, inefficient, and unproductive, which in turn will negatively impact customer experience. Here’s a look at how successful companies are using the latest technologies, including generative AI and nextgeneration workforce optimization tools, to deliver stellar agent experiences.

For businesses that manage a contact center, these operations have long been viewed as a cost center that runs separately from everything else. This may still hold true to some extent, but the prevailing thinking for any business that aspires to being customercentric is quite different. In today’s postpandemic world, employee engagement is a key factor for hybrid work, and that applies to all employees, not just those in the office. Consider as well the strategic importance of providing great customer experiences, and how agent engagement is a key factor for CX. With agents being on the front lines with your customers, there is too much at stake for business leaders to view them as replaceable labor units in a cost center. Instead, they need to be viewed as valuable enablers for customer satisfaction and brand loyalty. That’s the lens through which this session will view contact center agents, and why they should be an integral part of your future of work strategy.

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 AIenhanced 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 clientcentric sales strategies, and anticipating market evolution. This session is a mustattend for MSPs aiming to stay competitive in an AIdriven era, ensuring sustainable revenue growth.

MSPs face unprecedented challenges in data management and security. This session equips MSPs with cuttingedge insights into the cloud storage space, exploring why cloud backup is not just an option, but a necessity, for safeguarding client data against cyber threats, natural disasters, and system failures. Attendees will gain a comprehensive understanding of the latest cloud technologies, including scalable storage solutions, advanced encryption methods, and costeffective backup strategies. The panel will demonstrate how cloud backup can enhance operational efficiency, ensure compliance with data protection regulations, and foster trust in client relationships while simplifying the complexities of data management.

Microsoft Teams has surpassed 300 million active users, and the most recent public statistics show that more than 15 million are telephony enabled. As the dominant collaboration platform, it is an easy choice for Microsoftcentric IT teams to choose Teams for their various IT needs. As customers increasingly adopt Teams, cloud providers are being asked to support them in ways that may threaten to undercut their UCaaS businesses. No cloud provider can take on Teams directly and win, so they must coexist and somehow make the best of the situation. But, the telephony piece is anything but simple, and PSTN connectivity isn’t native to Microsoft. Providing an applestoapples experience going from desk phones and PBXs to Teamsbased calling can be quite challenging. This is what creates opportunities for UCaaS providers. This session will explore the strategies that are available to UCaaS Providers to coexist and win business in the Microsoft ecosystem.

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.

This engaging session will showcase the powerful synergy between Generative AI and advanced AI Document Management technologies. Witness Lisa, a Legal AI Assistant, in action through seamless interation of document suite software and generative AI to enhance document management functionality. Learn how the same technology can easily be applies for your industryspecific domain. Via various use cases, learn how to harness the AI capabilities for locating and summarizing information, providing intelligent insights and automating content generation based on specific business rules and templates. Dont miss this opportunity to revolutionize your approach to document management with cuttingedge Generative AI.

Education doesn’t end with obtaining a diploma. We’ve become lifelong learners. No matter the role, education, or industry, we need to up or reskill constantly to keep current. The way we learn is changing dramatically. Technological advancements enable learning in a virtual environment with much better results than ever before. How is that possible? Glad you asked! The Metaverse offers new ways of consuming information, training by doing, and actively participating in the educational process. The results are much higher engagement, retention, and satisfaction.

In the rapidly evolving landscape of digital collaboration, seamless communication is the backbone of operational efficiency, and Microsoft Teams stands out as a powerhouse for businesses. This session delves into strategies to maximize the return on your Teams investment, delivering actionable insights on leveraging advanced features, integrating thirdparty tools, and fostering user adoption to drive organizational productivity. Discussion will also include best practices for governance, security, and compliance, ensuring a seamless and secure collaboration environment. Whether youre new to Teams or looking to enhance its current usage in your organization, this session provides a comprehensive guide to unlocking its full potential for transformative business outcomes.

In today’s rapidly evolving business landscape, Workforce Management WFM is still a critical yet underrepresented component in shaping Customer Experience CX strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.

Most businesses have longstopped being solely officebased, and the pandemic accelerated that trend to the point where hybrid working has become the norm. Technology was the great enabler for this, especially Unified Communications, which provided workers with a consistent experience regardless of location, endpoint or network. These platforms have become even more effective for businesses that have adopted the cloud, and can now support UCaaS. As workforces become further distributed, UCaaS provides everything needed to collaborate, thus minimizing the challenges when most team members cannot meet inperson. However, there is much more to effective collaboration than video meetings, and this session will address the bigger picture for how UCaaS is making hybrid work work.

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.

Cyber threats present a constant – and evolving – threat to every business. There are many ways attackers target businesses and this session will delve into the mind of hackers to understand the strategies, tools, and methodologies they use to exploit gaps in security and breach systems. With this knowledge, MSPs and their customers will be able to anticipate vulnerabilities better and reinforce their defenses effectively. Discussion will include realworld examples demonstrating how advanced persistent threats operate and evolve, as well as tools and strategies for mitigating those threats and protecting critical data and infrastructure.

Flexible, scalable, and secure remote work solutions are key to business success. This session is designed for MSPs aiming to harness the power of cloud technologies for their clients and delivering solutions that enable those clients to work effectively from the office, home, or anywhere else. The discussion will include principles of designing cloudbased offerings that support and empower dispersed workforces, as well as essential tools, integration methodologies, and best practices to ensure seamless connectivity, robust security, and optimal performance. Whether youre an established MSP or just venturing into cloud solutions, this session will provide actionable insights to position your offerings at the forefront of the Work from Anywhere revolution.

As Unified Communications UC and Artificial Intelligence AI converge to redefine the communications landscape, this session looks at the groundbreaking potential of merging UC with AIdriven tools to offer service providers a glimpse into the future of intelligent communication. Attendees will learn how AI can enhance UC capabilities, streamline processes, and create valueadded experiences for users, while driving revenue opportunities for providers. As businesses strive for enhanced efficiency and realtime collaboration, understanding the synergy between UC and AI becomes crucial and presents an unprecedented opportunity for service providers to capitalize on this communication revolution.

As AI spreads across industries and use cases, the introduction of AIpowered 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 crossorganizational 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 models have achieved remarkable advancements in generating humanlike 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.

Unified communications can frighten customers who fear the dreaded “rip and replace” of their existing infrastructure. Technology executives should not think about cloud as a destination, but as an enabler to wrap communications around their entire businesses. The new definition for R.I.P. is Repurpose, Integrate, and Pivot. Attend this session to learn how progressive organizations are repurposing existing infrastructures, integrating communications capabilities and pivoting from a onesize fits all UCaaS model to a solution that is tailored to an organization’s business model.

As cyberattacks become more common and aggressive, businesses of all sizes need to work with an MSP. The problem lies in that not all MSPs share the same expertise or have the same skill sets thus providing different pricing models. This presentation is going to help you show your value to give you the confidence and support you need to increase your rates.

As businesses continue to modernize through technology to create more efficient and effective communications processes and workflows, AI has become a key driver of innovation. In this session, attendees will learn about the new IETF document standard nicknamed the PDF for Conversations designed to manage customer conversations when used with AI. Discussion will include an introduction to the vCon standard, detailing the essential privacy and regulatory issues it helps to manage, how it enables integration with AI tools like ChatGPT, along with realworld examples of increased visibility and operational efficiency.

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 lifelike 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 hyperautomation into customer care technology, and how optimists should address the challenges and risks of AI.

Threat actors need to adjust to changes in IT. With the move to cloud, attackers are now taking advantage of trusted cloud services and applications to extract data, distribute malware and launch phishing campaigns. Unfortunately, many organizations are still thinking with an onpremises mindset, trying to solve these problem with dated solutions. This session dives into the hackers perspective on targeting both onpremises systems and cloud infrastructures. Attendees will see case studies from real attacks as well as live demos of these threats, along with a review of multiple discussions from underground forums on how hackers plan and execute their attacks. Last, but not least, the session will explore what a SASE architecture brings to the table when trying to secure todays complex infrastructures.

Every MSPs goal is to attract new clients and develop longlasting relatiopnships with them. In this session, we will explore the use of UCaaS for MSPs to solidify business equity. Attendees will learn strategies to elevate revenue streams to new heights, and craft a transformative portfolio that will captivate both new and existing customers, driving additional monetization opportunities.

For decades, organizations have fixated on achieving high Net Promoter Scores NPS but had little detail into the “why” behind the score—either good or bad. In today’s experience economy, understanding what makes or breaks customer and employee loyalty is vital to business success. And organizations are taking note: more than 80% of CX leaders believe the ability to measure satisfaction across the entire journey is critical to their business strategy. Providing insights only into the end of the journey, NPS no longer meets the needs it once sought to serve.

Join Dr. Peter Graf, Chief Strategy and Operations Officer at Genesys as he discusses:

1. Why NPS and similar measurement methods are broken, including the unnecessary blind spots these tools create
2. Real world scenarios of how a more robust, peoplecentric methodology, based on what customers and employees value most, is driving better experiences 
3. How an empathetic approach to experiences will help limit employee turnover, increase customer loyalty, and ultimately become a business differentiator   

As returntooffice mandates continue, many organizations struggle with making the inoffice experience worthwhile for their teams. People no longer need the office for individual work but instead want to use office time for collaboration, brainstorming, and connection with colleagues. Unfortunately, most offices cannot support these needs because they are designed for how we used to work.

In this keynote, you will step into the future of work, where AI is the heartbeat of innovation, connection, productivity, and collaboration. With AI at the core of workspace design and technology features, we can transform the office experience to support the needs of hybrid workers everywhere.

Aruna Ravichandran, SVP and Chief Marketing & Customer Officer for Webex by Cisco, will highlight how Cisco is using AI to set new standards in hybrid work and workspaces—showing not what could be but providing a roadmap to what will be.

Don’t miss this inspiring and insightful keynote. The future awaits!

Kaseyas 2023 Global State of the MSP report highlights shifting trends and an evolving security landscape that requires MSPs to focus on efficiency and customer experience. Learn how IT Complete helps MSPs improve service delivery, reduce operating costs, and secure their clients all from a single platform. Couple that with our awardwinning Global Partner Program where MSPs can leverage marketing funds to identify new opportunities – all to help you become unstoppable!

The edge is here, and its brimming with potential for MSPs. But, navigating this new frontier, particularly when it comes to edge connectivity, can feel overwhelming. In this session we’ll cut through the hype, equipping you with actionable strategies to leverage edge virtualization effectively. Well break down complex concepts into actionable steps, empowering you to understand the edge connectivity landscape and identify opportunities. We’ll discuss how to tailor your approach to the specific connectivity requirements of each edge deployment, and overcome common challenges. Master crucial topics like security, privacy, and operational considerations for edge connectivity—including latency, bandwidth, and reliability—to confidently unlock the power of edge computing and futureproof your MSP business.

InsightCybers Cal Jeffrey presents a new approach to selling cybersecurity solutions that is Easy to Sell, Easy to Buy, and Easy to Use. Cal looks at how AI is closing the cyber skills gap by identifying threats and simplifying operations. His live demo of the InsightCyber platform showcases how cybersecurity can be more effective due to the AI engine powering the solution.

Witness firsthand how service desk teams can resolve tickets in under one minute without remote control. See eProc software in action, challenging industry norms by excelling where automation and AI fall short.

Discover the new standard in cybersecurity. Learn how CyberProtonics quantumresistant, softwarebased cryptosystem provides end to end encryption at rest or in transit, all while delivering high speed performance with minimal resource requirements. Find out how this robust solution easily integrates into your current cybersecurity stack and ensures when a breach occurs, your data will be useless to hackers.

It’s rather amazing that in 2024, there are still devices out there where rebooting will fix over 60% of issues. It should be a quick fix, but for customers with distributed locations and nontechnical staff, that’s not always the case. Think about a retail location. They rely on their internet connection to process transactions, but if their cable modem goes down, you need to verify power and reboot the modem before you can dispatch the carrier. This means taking a salesperson off the floor for 1520 minutes to find the modem, unplug it, wait, plug it back in and then tell you what the lights are doing on the front of the device. I was annoyed just typing that sentence; how do you think the store employee feels? Cable modems are just the beginning. Most network gear needs to be rebooted as part of your tier 1 troubleshooting. Edgeboot is fully programmable to monitor whatever endpoints you desire and take the appropriate action based on your needs. Need console access into a router, firewall, switch, server, etc.? Just log into your portal and start an SSH session. Deploying Edgeboot has allowed Granite to fix 62% of our customer carrier issues in under 10 minutes, fully automated, no support team needed. The other 38% of Granite tickets are automatically generated by Edgeboot to the carrier without human involvement. This has allowed our support team to address issues that do require human intervention much more quickly. Edgeboot can allow your existing team to minimize MTTR, and address your customers in a more timely manner.

Addressing the security poverty line in today’s modern workplace requires a shift away from security that’s built for systems, and rather, for people. Today’s employees expect to work from anywhere, on any device, with a laundry list of applications. Twice as many SaaS applications are used today than in 2019, but 30% aren’t managed by their companies. The industry approach to security is fundamentally broken – layering on expensive, nonintegrated tools that offer only temporary fixes and create friction and fatigue for employees. In this session, youll undersatnd the shift in security over the decades, why legacy security doesn’t satisfy the needs of today’s modern workplace, and why putting people at the heart of security solutions can help close the gap between convenience and security.

In an era where data is not just abundant, but a pivotal asset, understanding and adapting to technological evolution is more crucial than ever for MSPs. In this enlightening session, you will hear directly a Premier MSP, who will share Alchemis vision of driving efficiencies, reducing costs, elevating revenues, and implementing the AIpowered intelligence in the Electronics Records Management vertical among others. Well explore the significant technological shifts expected in the coming year, focusing on the transition from basic data storage to deriving actionable intelligence. Well discuss how this evolution impacts not only the core operations of MSPs but also opens new avenues for offering advanced, datadriven services to clients.Discover how integrating intelligence into your MSP offerings can position you uniquely in the market, enabling you to provide capabilities that many businesses cant afford independently. Well delve into how the trends are shifting towards not just outsourcing infrastructure but the analysis of data itself, and how MSPs investing in this capability will set themselves apart and lead the market. Join us for an engaging session that promises to stretch your mind and enrich your business approach, inspired by the visionary words of Ralph Waldo Emerson: The mind, once stretched by a new idea, never returns to its original dimensions. Equip yourself with the knowledge and strategies to not just navigate but lead in the dynamic landscape of MSP services in 2024 and beyond.

Rumble’s video platform has exploded over the last three years with its monthly active users growing to nearly 60M and becoming a premier player in the video streaming space. Built on the video platform backbone, now Rumble is taking on Cloud by building out independent infrastructure to tackle the industrys unfair and unpredictable pricing strategies and to offer an alternative to the Big Tech giants with a Cloud alternative free from the worry of cancellation. Join this session to learn how and why we created Rumble Cloud and how you can join our mission to break free from the shackles of Big Tech.

Zero Trust Network Access is being tackled by many companies in many different ways. Each of which offer a component of Zero Trust. As they say, its a journey. By making it so convoluted, we will find that customers dont want to take that journey. At its core, Zero Trust should mean that the network boundary and the application boundary work together to ensure that the appropriate users are accessing only their allowed information. If vendors make this too complicated, customers will stick to what they know VPN. ZTNA doesnt need to be difficult to ensure appropriate access, and Netgate has a solution that takes a giant leap towards meeting the DoD Zero Trust Maturity Model outlined in April of 2023. A guidebook that most Enterprises find themselves using, as well.

This session will delve into the transformative potential of the Metaverse, a digital universe where ideas flourish, collaboration is seamless, and commerce is redefined. In this new digital transformation era, the Metaverse is becoming our new reality that will reshape how businesses operate. It offers a unique platform for businesses to enhance their products and services, optimize performance, and scale operations in ways that were previously unimaginable. This session will explore how Web3 technologies are enabling the global business community to leverage the digital world to catapult their businesses to the forefront of their industry. They will share insights on how businesses can navigate this new digital landscape, from understanding the basics of the Metaverse, AR, and VR to implementing strategies for growth and innovation. We will delve into realworld examples of businesses integrating the Metaverse into their operations and marketing, providing the audience with tactical steps to do the same. Whether youre a startup entrepreneur, a business leader, or a tech enthusiast, this discussion will equip you with the knowledge and tools to harness the power of the Metaverse for your business. Learn about the future of commerce and the endless possibilities that the Metaverse, AR, and VR hold for businesses across all industries.

Cyber threats are evolving more rapidly than ever, making security awareness crucial for all business stakeholders, from top executives to frontline staff. This session considers effective strategies for fostering a culture of cyber vigilance. Speakers will deliver insights into the psychology behind common cyber threats, explore engaging training methodologies, and learn how to leverage realworld incidents to underscore the importance of security and instill a sense of urgency around cyber security across your organization. By understanding the human element, organizations can not only enhance their technical defenses but also empower their most valuable asset – their people – to act as the first line of defense against potential breaches.

As companies look to extend selfservice opportunities to customers or empower agents with AI assistance, generative included, they must first get their data in order. This means breaking down data silos and creating a unified data layer enabling delivery of consistently accurate and contextually relevant information across all interactions. In this session, get expert advice on how to manage knowledge in the modern CX era.

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 legacybased 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 yearslong 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.

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.

There are two sides to every merger or acquisition – and both sides must be well prepared to ensure a successful transition. This session delves into the multifaceted M&A paradigm, dissecting its nuances to create an understanding of what is required for a success, regardless of which of the transaction you’re on. Experts will shed light on premerger evaluations and due diligence, strategic synergies, the postmerger integration process, and more. Speakers will discuss the role MSPs play in facilitating positive results for all involved, taking attendees through the M&A journey.

In an era where business agility and technological adeptness are quintessential, Microsoft’s suite of solutions presents a robust platform for MSPs to escalate their service capabilities. This session is designed to explore how MSPs can leverage Microsofts ecosystem to foster seamless integrations, enhance operational efficiencies, and deliver superior value to customers. Discover how harnessing the power of Microsoft’s software and integrating with other business applications and services will propel business performance and customer satisfaction.

In this compelling keynote, father and daughter team Jesse and Reesë will take the audience on a journey from the shadowy realms of black hat hacking to the forefront of data compliance. Drawing from Jesse’s past as a notorious hacker and Reesë’s groundbreaking work in data compliance, you will be given a firsthand perspective into the minds that have shaped the data compliance industry. If that’s not enough, this will be the first time Jesse Tuttle, aka Hackah Jak from the group Hackweiser, will start to share his story. Check out their bios for more on their impressive credentials.

AI adoption has more than doubled since 2017 and its evolution leaped forward in 2023 with advances in large language models.  These advancements holds the potential to unlock trillions of dollars in economic value over the next decade.  But, implementing AI for business has unique requirements – it needs to be open, properly governed, designed for the enterprise and most importantly, create value.  Join Paul’s keynote session to explore the age of AI, including:

• Developing a foundational data fabric architecture to support LLMs,
• Delivering a competitive business advantage through strategic use cases, and
• Deploying governed AI with responsibility.

This panel, hosted by Telarus CRO Dan Foster, features AI technology experts across cloud, contact center, cyber security, IOT, and MSP markets. Discussion will cover AI marketplace trends and how partners can monetize opportunities and businesses can enjoy new efficiencies by leveraging AI.  Topics include, among others:

• New feature sets like AIpowered conversation capture to help drive revenue for CCaaS customers.
• How AI is helping organizations augment their workforce productivity rather than replacing them.
• How AIOT Artificial Intelligence of Things advancements are helping to make our world safer and healthier.
• Can AI be the secret weapon in combating evolving cyber threats
• Embracing the reality of AI to drive explorative conversations and uncover opportunities within the IT framework that break down existing silos.

In this session, Reesë Tuttle, a young yet accomplished tech professional, will explore new ways to tackle phishing awareness. Shell critique the old methods used in cybersecurity training, showing why they fall short against todays clever phishing attacks. Tuttles research, involving simulations of actual phishing schemes with high engagement, provides fresh insights for better training. Shell emphasize the importance of using varied techniques like emails, texts, and calls for a more effective defense against evolving cyber threats. The talk aims to shift our approach to teaching about phishing, making it more relevant and practical.

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 realtime 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.

If your customers are putting pressure on you to offer enhanced protection services, next generation UEM is a nobrainer. Innovative UEM solutions now offer automated patch management, vulnerability scanning for software vulnerabilities, and easy orchestrated remediation like configuration changes. Automation means you can scale proactive services easily and monitor for issues as they arise, making it reliable and profitable. Join this session to discover how easy it could be to add automated UEM services to your portfolio and grow your business.

Cybersecurity isn’t just about prevention anymore. Today’s threats have nearperfected the art of defense evasion—so what happens when something slips through the cracks? Your clients rely on you to protect them at every layer. If you’re not fulfilling their needs, not only are you leaving money on the table, but you’re also opening yourself up to more liability. In this session, you will learn how to level up your security offering—from the first to the last line of defense. We will discuss the importance of endpoint protection, threat detection, incident response, and much more.

Are you interested in learning how Generative AI Gen AI can revolutionize various business processes? Dont miss this engaging session that will showcase eight innovative applications of Gen AI, demostrating how Gen AI can be leveraged for creative problemsolving, 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 AIdriven innovation is a key competitive advantage.

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 realworld examples, case studies, and practical recommendations, this session will explore the evolving legal landscape and offer valuable insights into the following key areas:

1. 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 blockchainbased platforms within the Metaverse.
2. 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.
3. 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.

We work – and live – in a unique period where workforces are comprised of generations with vastly different mindsets when it comes to technology, culture, and experience. Businesses need their employees to succeed, and they need to retain their workers at a time when talent shortages are evident across industries and employees are constantly looking for new, better opportunities. This discussion focuses on the role IT plays in overcoming generational differences and enables workers to not only succeed, but thrive.

Communications PlatformasaService CPaaS adoption is growing as companies increasingly tap into an APIbased approach to elevate the customer experience they deliver. Successful companies effectively use CPaaS to improve key business metrics, including customer satisfaction and revenue growth. In this session, we’ll explore how enterprises are moving beyond the basics of SMS, clicktocall, and webchat to leverage advanced CPaaS capabilities such as workflow automation and analytics to deliver even greater business benefit.

Technology considerations for future of work are focused mainly on workers and what we will need as individuals to make us more productive. The environment in which our work gets done plays a critical role as well, and new thinking is emerging around the role of workspaces. Few businesses can be fully remote, but many are struggling with RTO, return to office. As employees become more comfortable working from home, office environments need to provide a better experience, and supporting both has become a core future of work challenge. Making the office a “magnet” requires more than free lunch, and with advances in areas like AI, 5G and biometrics, there are promising technologybased opportunities to consider. This may be the domain of IT, but a broader vision is needed to fully rethink the office, and this session will also look at the role facilities management and HR can play for the future of workspace.

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.

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?

As MSPs continue to seek ways to increase revenue streams, this session looks at the synergistic integration of SDWAN and Secure Access Service Edge SASE into existing service portfolios. The panel will address not only the value of these services, but how bundling them with other services enhances value propositions, drives revenue growth, and optimizes operational efficiency. Discussion will explore various option for service bundling, including with UCaaS/voice services, POS solutions, Internet service for MDUs, and others, along with best practices for seamless implementation and insights into evolving market demands. Participants will leave equipped with strategies to leverage SDWAN and SASE, transforming them into key differentiators in the competitive MSP landscape.

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.

Risk of data loss and operational disruption can stem from more than the ransomware in news headlines. Witness a live hacking demonstration of a commonlooking USB device and learn about physical and digital methods of control to minimize data exfiltration.

In just one year since its launch at MSP Expo 2023, GFI AppManager has transformed how over 1,100 MSPs run their business. Join us for a live demo and see how this powerful platform simplifies management, automates critical tasks, and delivers the insights needed to drive growth and client satisfaction. Well share success stories and demonstrate how real MSPs leverage GFI AppManager to streamline their operations and improve their services. Plus, get a sneak peek at the advanced AIpowered features coming soon to GFI AppManager. Discover how you can harness predictive analytics and intelligent insights for an even greater competitive edge.

Or should they? Can Risk Assessments help transform your MSP into a cyber powerhouse? Discover how properly conducting your clients Risk Assessments can not only enhance cybersecurity, but also serve as a lucrative revenue booster. Join us to uncover growth opportunities and position your MSP to be at the forefront of cybersecurity excellence.

Telling your brand story has always been key to growing business. But, with the changing media landscape, the question of brand visibility has become muddled. This panel will discuss how brands not only become visible, but how they can do it in a way to have their stories heard with credibility. The discussion will include recent trends as well as the different strategies needed today to support propelling the narrative across earned, paid, shared and owned media, as well as other proven approaches.

In today’s rapidly evolving business landscape, Workforce Management WFM is still a critical yet underrepresented component in shaping Customer Experience CX strategies.In this session we will drive into the intricate relationship between WFM and CX, illustrating how effective workforce management directly influences and impacts your customer experience, employee engagement and company bottom line. Attendees will explore the basics of the WFM discipline, techniques and tools that enhance employee performance and engagement, leading to a top tier customer experience. Attendees will leave with actionable insights on integrating WFM into their CX strategies to achieve peak efficiency and competitive advantage.

Agility is the watchword for 2024, as organizations face continuous pressure to be competitive, to innovate, and nurture an engaged workforce. The work from home model remains fluid, and a topdown style of commandandcontrol management will no longer be effective. What’s needed instead is a flatter, less hierarchical structure where employees feel like stakeholders instead of interchangeable labor inputs that are on the cusp of being replaced by a chatbot. Technology has a key role to play, but this is more about taking a humancentric view of your workforce, and making flexibility central to organizational structure. This session will look beyond the technology being used to drive personal productivity, and focus more on the bigger picture for how organizations are adapting.

Theres 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 nondiverse 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?

In an era where cyber threats have become a part of daily business reality, this is a crucial session for MSPs as they seek to safeguard their clients digital assets. This comprehensive session delves into the escalating landscape of cyber threats, from sophisticated hacking techniques to the alarming rise in ransomware attacks and the often underestimated insider threats. Attendees will learn about cuttingedge defense strategies, proactive monitoring tools, and best practices in incident response, including layered security protocols, continuous staff training, and the development of robust disaster recovery plans. Attendees will leave with actionable insights into creating a resilient cyber security infrastructure that anticipates and mitigates risks, ensuring the integrity, confidentiality, and availability of client data in a relentlessly evolving digital battleground.

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 AIdriven 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 AIs potential, MSPs can not only anticipate client needs with unprecedented accuracy but also unlock new revenue streams, ensuring sustainable business growth.

As the IT landscape continues to evolve, traditional MSP work is drying up. MSPs must adapt their portfolios alongside customer requirements to see continued success. Luckily the emergence of AI presents MSPs of all sizes the opportunity to create new, highmargin revenue streams with minimal staffing. This session will explore the role AI can play in transforming MSP businesses through offering turnkey, highvalue security operations work—all while helping to maximize profit, security outcomes and customer satisfaction.

Privileged access management is an essential technology for ensuring that your companys digital assets are well protected. However, many small and mediumsized businesses are still not using this technology to their advantage. In this presentation, well explore the shortcomings of current password management systems, and discuss the risks of managing privileged access without the right tools. Well also look at PAM best practices and identify what makes a good PAM tool. Finally, well explain in detail the operational role of PAM and give some concrete examples.

Upgrading and securing your applications, devices, and products against today’s sophisticated cyberattacks and tomorrow quantum computing doesn’t have to be expensive, cumbersome, or resource heavy. Join us as we introduce a new and easy way to secure all of your customers data while creating a reoccurring revenue stream for your business in 2024.

Hear about and understand the data trends and challenges that are shaping the future of innovative workforce insights:

• Productivity Insights
• Talent Visibility
• Tech Adoption Levels
• Resources Utilization
• Contract Billing Governance

Discover how Nippons innovative solution elevate your workforce management coaching strategies.

By MSPs for MSPs. Finding money where others aren’t looking when it comes to cybersecurity compliance services. Learn how to spot and expose the gaps for your clients and run circles around your competition.

This session will showcase how eProc Control Center is transforming IT support. We will highlight its capability to enable HelpDesk technicians to resolve IT support tickets in under one minute, without remote control, user interference, or interruptions. This presentation will demonstrate how our solution significantly improves efficiency and streamlines the ticket resolution process.

Always one of the most popular and bestattended events at the ITEXPO #TECHSUPERSHOW.Come hear from a group of hot startups and ICOs working hard to shake up and disrupt their industries. At IDEA Showcase, entrepreneurs focused on transforming markets or creating entire new categories give their best 5minute pitches to a discerning panel of judges.Companies present their unique value proposition then the audience and judging panel each determine who is the most disruptive. IDEA Showcase @ ITEXPO is an evening full of nextgeneration innovation, powerful networking and high energy!

In a world where AI is not just an option but a necessity, Eric Vaughan, CEO of IgniteTech and GFI Software, stands at the vanguard of a corporate revolution. His presentation, AI or Bust: The NonNegotiable Revolution, is not just a talk—its a call to arms for every business leader and team member who wants to remain relevant in the fastapproaching future.Eric will recount his bold mandate for AI Mondays, where the norm is shattered, and the entire company dedicates one day solely to Gen AI—no calls, no visits, just pure innovation. Hell share the philosophy that drove him to run a 30day campaign, after which he made the tough call to let go of those who wouldnt engage with the AI transformation, echoing his stark realization: Ive seen the future. I need to bring you along with me. I know this to my core. This is important. This is nothing like any other technology trend weve seen thats mattered in years.Attendees will leave with more than just insights—theyll leave with a blueprint for action. Erics journey is a testament to the urgency of adopting AIfirst thinking and the transformative power of AI in business. This session is designed to inspire, to exalt, and to empower you to return from the conference ready to take decisive action. Join us for a glimpse into the future of business through the lens of a leader whos not just riding the wave of AI, but creating it.