Transformational Customer Engagement

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Customer Contact 2016, East:

12th Annual

A F RO S T & S U L L I VA N E X E C U T I V E M I N D C H A N G E

April 17 - 20, 2016

Disney's Grand Floridian Resort & Spa

Lake Buena Vista, FL

www.frost.com/ccs

#CCFrost

Part of our 2016 International Customer Contact Executive MindXchange Series

“Inspirational.”

“Great cross

section

event

best contact center

networking

ideas.”

industry

experts

high level

successful

strategies

enlightening

identify industry friends

“Inspirational.”

– Director

Global Customer Service, iROBOT l

“The

best contact center

event

of the year! It focuses on sharing

best practices and building relationships.

I have described to some that I turn myself

Into a sponge for 3 days. I also enjoy sharing

my knowledge & experiences w/ others.”

– Vice President, Call Center Operations,

1-800-DENTIST l

“Great cross

section

of wide variety of business

& industries sharing best practices.”

– Vice President, Enterprise Business

Technology, MITCHELL INTERNATIONAL l

“Excellent

networking

event.” –

Vice President, Services,

GERBER SCIENTIFIC

l “Great

experience to interact with leading edge

ideas.”

– Executive Customer

Relations Manager, HP l “An event

devoted to sharing best practices and

connecting

with

industry

experts

to understand new

technology and practices to drive

strategy.” – Vice President, Operations,

EQUIFAX l “Great interaction with

high level

peers.” – Vice

President, Customer Service, DECARE

DENTAL, l “I highly recommend the

Executive MindXchange to anyone

needing to identify

successful

strategies

for contact centers.” –

Associate, W.L. GORE & ASSOCIATES l

“Outstanding event. It is truly a

‘MindXchange’...

enlightening

and refreshing.” – Customer Interaction

Center Manager, ACER AMERICA l “It

is an opportunity to network &

identify industry friends

as

well as solutions to customer service issues.”

– Customer Experience Manager, AMEX

Transformational

Customer Engagement

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Executive

75%

Management

19%

6%

Other

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

WHO YOU WILL NETWORK WITH

TOP SIX REASONS WHY YOU SHOULD ATTEND

12

TH

_ANNUAL

CUSTOMER CONTACT 2016, EAST

EXECUTIVE MINDXCHANGE ADVISORY BOARD

Frost & Sullivan extends its appreciation to the following Advisory

Board Members for their expertise and valuable support in

ensuring the agenda delivers relevant and valuable content.

Marty Kaufman

Vice President,

Customer Experience

Weddingwire

Stephen Loynd

Global Program Director, Customer

Contact

Frost & Sullivan

Scott Ramsey

Director, Global Contact

Center Operations

AOL

Vicki Soni

Assistant Vice President,

Member Solutions, Service

Nationwide Insurance

EXECUTIVE PROFILE

82%

of surveyed participants recommend sending 2 or more team members based

on the amount of networking opportunities and range of content being delivered.

1. Build Visibility: Customer engagement is the next wave of innovation;

the contact center is perfectly positioned to help drive this transformation.

2. Get Ready: Ensure you have the people, process and technology to stay

ahead of the revolution in customer expectations.

3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations!

The open, candid discussions with customer care and customer experience

thought leaders are exercises in creative thinking and great platforms for

generating great ideas.

4. See for Yourself: Join us for a tour of the Disney Reservation Center and get

tangible examples of customer engagement excellence.

5. Relax, Have Fun and Make New Friends: Keep your contact list building

and engines at high rev, while enjoying over a dozen unique networking events,

including our Participant Meet ‘n’ Greet, Disney Tours, Welcome and Kickoff

Reception, Four Truths and a Lie Networking Reception, not to mention our

Beach Party Featuring the 12th Annual Customer Contact BEACH OLYMPICS.

6. Take Control of Your Outsourcing Strategy: Stop by the Sourcing

Clinic where top-level outsourcing analysts, subject-matter experts and savvy

providers will share best practices and lessons learned in leveraging

outsourcing for innovation and transformation.

n Join our growing community of customer contact, customer experience,

and operations executives seeking and sharing new ideas and creative

approaches to common challenges. Network with Vice Presidents,

Directors and Senior Managers of:

• Call Centers

• Contact Centers

• Customer Analytics

• Customer Care

• Customer Contact

• Operations

• Quality Assurance

• Sales & Marketing

• Customer Experience

• Customer Satisfaction and Loyalty

• Customer Service

• Customer Strategy

• Customer Support

2 An Event Shaped by a Community of Your Peers!

(Vice President,

Director)

*please note this profile is based on past Executive MindXchange Events

This AAA Four Diamond Award–winning, Victorian themed luxury hotel and spa located at the Walt Disney World Resort in Florida. Just one

stop to Magic Kingdom park on the complimentary Resort Monorail, this timeless Victorian-style marvel evokes Palm Beach’s golden era.

Ann Szymanowski

Global Director, Customer

Service

Dow Chemical

Bill Whyte

Senior Vice President &

Chief Member Services

Meridian Credit Union

Doug Woodard

Managing Vice President,

Customer Channels

US Card Operations

Capital One

This year's venue:

Disney's Grand Floridian Resort & Spa

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Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

S c h e d u l e - a t - a - g l a n c e

7:00pm Suggested Arrival Time

Arrive Saturday to participate in Sunday's Networking Activities

8:00am Expedition Epcot®_{Scavenger Hunt Team Challenge - Check-In} 8:30am Kilimanjaro Safari®_{Expedition with Backstage Access}

& Networking Challenge - Check-In 3:30pm Sponsor ROI Workshop

5:00pm Sponsor Registration & Orientation Reception 6:00pm Speaker & Thought Leader Orientation 6:45pm Participant Meet ‘n’ Greet

This end-user/participant activity is your opportunity to identify right out of the gate – those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30pm Anchors Away Kickoff Reception

7:30am Registration, Continental Breakfast, and Exhibition

8:15am Welcome and KEYNOTE – Engaging with the Consumer of the Future: The Next

Wave of Innovation

9:10am Navigating Customer Contact 2016, East 9:25am NETWORKING – Team Challenge #1

9:30am CASE HISTORY – Reimagining Customer Engagement: How One Contact Center

Helped the Enterprise Get to the Forefront of Innovation

10:00am Networking, Refreshment, and Exhibition Break

11:30am Session to Session Travel Time 11:35am CONCURRENT SESSIONS –

Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel

-Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solution providers – both intense and fulfilling.

( OR )

FROST & SULLIVAN VISIONARY INSIGHT – Game Changing Technologies on the Horizon

– FOLLOWED BY –

IDEA CENTER AND FORUM – Continuous Process Improvement in

Customer Care

12:55pm Food For Thought – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

2:05pm NETWORKING – Team Challenge #2 2:10pm Session to Session Travel Time

2:15pm CONCURRENT COLLABORATION ZONES - Roundtables Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand. Choose one of the following zones:

3:45pm Networking, Refreshment, and Exhibition Break

4:15pm SUCCESS STORY – Going Beyond Up Sell and Cross Sell: How the Contact

Center Can Drive Revenue through Deeper Customer Relationships

4:50pm Session to Session Travel Time 4:55pm CONCURRENT SESSIONS –

Choose one of the following concurrent sessions:

INTERACTIVE - Solutions Wheel –

Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solutions providers – both intense and fulfilling.

( OR )

EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM –

The Nuances of NPS

6:15pm Four Truths and a Lie Networking Reception

6:15am Early Risers Run/Walk

8:00am Continental Breakfast and Exhibition

8:45am Ice Breaker and KEYNOTE – The Secret Sauce: Empathetic and Engaged Agents 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory

Board and Member Recognition 9:50am NETWORKING – Team Challenge #3 9:55am Ask the Experts! Panel Discussion:

Finding Your Balance: How Deep Does Customer Engagement Really Need to Go?

10:50am Networking, Refreshment, and Exhibition Break

11:20am CONCURRENT COLLABORATION ZONES - Peer Councils

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following zones:

12:15pm Food For Thought – Networking Roundtables Hosted by Industry Leaders

Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:30pm NETWORKING – Team Challenge #4 1:35pm Session to Session Travel Time

SATURDAY, APRIL 16, 2016 ARRIVAL DAY

SUNDAY, APRIL 17, 2016 NETWORKING DAY

MONDAY, APRIL 18, 2016

GENERAL SESSION AND EXHIBITION

Zone 1. Knowing What’s Next for Each Customer Persona

Zone 2. The Easy Button: How First Tennessee Bank & UBS Leverage Technology to Reduce Effort

Zone 3. Personalizing Customer Engagement on Mobile

Zone 4. Leverage Your Online Community(ies) to Improve the Customer Experience

Zone 5. Textis the New Talk: Use Cases for Engaging Millennial-Minded Consumers

Zone 6. Customer Supportas a Competitive Weapon in a Connected World

10:30am CONCURRENT COLLABORATION ZONES - Fireside Chats

Fireside Chats are informal conversations that draw upon the experience and expertise of the featured executive and/or use case.

Zone 1. So You Want To Know What Your Customers Want?Try Asking Them

Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics

Zone 3. Exploring the Possibilities: Incorporating VideoAgent Interaction into Your Customer Experience Strategy

Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement

Zone 5. The Customer of the Future: Are Your Readying for the Post-Millennial Generation?

Zone 6. Who Takes Care of the Agents? Developing Contact Center Supervisors

into Influential Leaders

Zone 1. Strategic ThinkersOnly: A Forum for Seasoned Customer Contact Executives

Zone 2. Contact Center Optimization on a Shoestring

Zone 3. Customer Contact, Up in the Cloud

Zone 4. B2B: The Unique Nature of Customer Service

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to

making new contacts and new friends. For all afternoon & evening orientations, the dress

code is business casual.

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

TUESDAY, APRIL 19, 2016

GENERAL SESSION AND EXHIBITION

Zone 1. Delivering Value to the Customer | Zone 2. Agent Strategy and Tech-Enablement | Zone 3. Channel Excellence

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

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Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

S c h e d u l e - a t - a - g l a n c e

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs

1–17–11 1–21–11

4

1:40pm CONCURRENT COLLABORATION ZONES - ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

3:10pm Networking, Refreshment, and Exhibition Break

3:40pm CONCURRENT CASE HISTORIES and THE SOURCING CLINIC –

Choose one of the following concurrent sessions OR participate in The Sourcing Clinic:

Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less

( OR ) Actionable Application of Big Data

( OR )

THE SOURCING CLINIC – The A-Zs of Transforming How You Deliver Customer Care

4:25pm Session to Session Travel Time

4:30pm CONCURRENT COLLABORATION ZONES - Best Practices

Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

5:30pm Concurrent Collaboration Zones Conclude

5:45pm Beach Party Featuring The 12th Annual Customer Contact BEACH OLYMPICS

6:30am Early Risers Run/Walk

8:15am Continental Breakfast and Exhibition

9:00am Kickoff and KEYNOTE – At the Leading Edge of a Personal Customer Experience 10:00am CASE HISTORY – Chat with Your Customer: Real Time and Personal

10:30am Networking, Refreshment, and Exhibition Break

11:00am THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing Challenges 12:00pm Best of the Best Ideas and Farewell Finale

12:30pm Content for the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange Concludes

1:00pm DISNEY RESERVATION CONTACT CENTER SITE TOUR – Shuttle Check In

Lunch will be provided.

4:00pm Disney Reservation Center Site Tour Concludes

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES

Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

#CCFrost

Join the Conversation...

Zone 1. Delivering Value to the Customer | Zone 2. Agent Strategy and Tech-Enablement | Zone 3. Channel Excellence

Zone 4. Omni Channel Customer Experience Strategy & Implementation | Zone 5. Millennials: Disruption and Opportunity | Zone 6. Contact Center Management Excellence

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

Zone 1. Customer Experience Journey Mapping: How to Design an End-to-End Journey

Zone 2. A New Approach to Employee Engagement and Retention

Zone 3. Automated Customer Carewith a Human Touch

Zone 4. Measuring and Managing the Omni Channel Agent Experience

Zone 5. From 0 to Digital: Orchestrating Processes for Customer Engagement Excellence

Zone 1. Walgreens: Making the Customer Journey Personal

Zone 2. Employees & Pajamas: How and Why Home AgentPrograms Work

Zone 3. The Power of Natural VoiceTechnology: Creating a Truly Personalized Experience

Zone 4. Designing an Omni Channel Approach to Self Service

WEDNESDAY, APRIL 20, 2016

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“TRAVEL READY WEDNESDAY!”

Feel free to come down in your most comfortable travel wear so you can check out early, store your bags and ensure a stress-free day.

SNAPSHOT OF COMPANIES REPRESENTED AT OUR PREVIOUS

CUSTOMER CONTACT EXECUTIVE MINDXCHANGES

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K E Y N O T E S

12th Annual Customer Contact 2016, East:

A F RO S T & S U L L I VA N E X E C U T I V E M I N D C H A N G E

The future is Brian David Johnson's business. As a futurist he works with organizations to develop an actionable

10 - 15 year vision and what it will feel like to live in the future. His work is called futurecasting, using ethnographic

field studies, technology research, cultural history, trend data, global interviews and even science fiction to provide

a pragmatic roadmap of the future. As an applied futurist Johnson has worked with governments, militaries, trade

organizations, start-ups and multinational corporations to not only help envision their future but specify the steps

needed to get there. Johnson is currently the futurist in residence at Arizona State University's Center for Science

and the Imagination and a professor in the School for the Future of Innovation in Society.

Jeff is one of the leading innovators in understanding consumer behavior and applying this knowledge to help

organizations drive the changes necessary to create more loyal and engaged customers and employees. Throughout

his career Jeff has worked in the Financial Service Industry as a tireless advocate for improving the banking experience

for consumers. He has developed and led multiple collaborative groups across all size financial institutions aimed at

radically changing the way Financial Institutions deliver experiences to their customers.

In his current role with SunTrust Bank, Jeff is SVP, Director of Client Insights and Experience, Jeff applies emerging customer experience disciplines combined

with advanced behaviors analytics to uncover strategies for improving customer relationship and driving revenue at SunTrust. Armed with these new insights,

Jeff and his team are leading the redesign of the critical consumer and business interactions that occur within a banking relationship.

Brian David Johnson

Futurist in Residence Center for Science and the Imagination

Arizona State University

Jeffrey VanDeVelde

Senior Vice President & Director, Insights and Client Experience

SunTrust Bank

Engaging with the Consumer of the Future: The Next Wave of Innovation

The Secret Sauce: Empathetic and Engaged Agents!

Patrick Nugent

Vice President

Frost & Sullivan

Patrick Nugent recently joined the Frost & Sullivan Growth, Innovation and Leadership (GIL) team as a Vice President.

He has proudly been a part of the Frost & Sullivan events team for the last 15 years. In his role with the Frost & Sullivan

events team, he has served as an event facilitator and as Master of Ceremonies. Prior to joining Frost & Sullivan, Patrick

was the Director of Business Development for the Illinois Institute for Continuing Legal Education in Chicago. He was

also the Founder and Principal of Nugent Corporate Services, an educational event specialty consulting firm.

M A S T E R O F C E R E M O N I E S

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Ajit Sivadasan manages the Global Web strategy for Lenovo across 70+ countries. In his role he manages Lenovo's

online sales across its B2C and B2B channels. Over the last 9 years he has architected and built Lenovo's web

capabilities working with an internal team spread across 10 countries, growing the business 4x and profits by over

8x. Lenovo.com has won several awards for Usability and Design recently.

Ajit holds a bachelor's degree in Industrial Engineering from India, a MS in Industrial Management from Northern

Illinois University and a MBA from Claremont Graduate University's Peter F. Drucker School of Management.

Ajit Sivadasan

Vice President & General Manager, Global eCommerce

Lenovo

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N e t wo r k i n g A c t i v i t i e s

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Expedition Epcot

®

Scavenger Hunt

Team Challenge

8:00am

Take networking to new heights as you meet and greet

your peers at this one-of-a-kind whirlwind scavenger hunt

through the countries of Epcot

®

_{. First team to locate all}

of the items required, and cross the finish line, will bring

home the prize! Lunch will be provided.

Location: Meet in Convention Center Lobby

Participant Fee: $75

Sunday, April 17, 2016

Kilimanjaro Safari

®

Expedition with

Backstage Access &

Networking Challenge

8:30am

Take a journey to find out what happens behind-the-scenes

at Disney's Animal Kingdom

®

_{Theme Park! The highlight}

of this tour will be a Kilimanjaro Safari

®

_{Expedition across}

the lush African savanna. Please note, cameras are not

permitted backstage, but welcome on the Kilimanjaro

Safari

®

_{Expedition. Lunch will be provided.}

Location:

Meet in Convention Center Lobby

Participant Fee: $75

This end-user/participant activity is your

opportunity to identify right out of the gate

those peers who share similar challenges to

your own and those who have thought

leadership you can benefit from.

Anchors Away

Kickoff Reception

7:30pm

Meet and greet your fellow peers and

colleagues while enjoying a little C&C,

conversation & cocktails!

Hosted by:

Participant

Meet ‘n’ Greet

6:45pm

Hosted by:

6

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N e t wo r k i n g A c t i v i t i e s

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Four Truths and a Lie

Networking Reception

6:15pm

Enjoy playing detective, while deciphering the truths

from the lies! Guess correctly and you will be

entered to win a fantastic prize.

Monday, April 18, 2016

Early Risers

Run/Walk

6:15am

Calling all walkers, joggers and runners! Lace up your

sneakers and get your endorphins flowing with a little

exercise. It's the perfect start to a great day of content

and networking!

Hors d’oeuvres, buffet dinner and just plain Beach

Olympics fun! Gear up for a night of Olympic games

on the beach! Dinner will be served throughout the

night and our top teams will be draped in Gold,

Silver & Bronze!

Beach Party

Featuring the

12th Annual

Customer Contact

Beach Olympics

5:45pm

Tuesday, April 19, 2016

Wednesday, April 20, 2016

Early Risers

Run/Walk

6:30am

Calling all walkers, joggers and runners! Lace up your

sneakers and get your endorphins flowing with a little

exercise. It's the perfect start to a great day of content

and networking!

Disney Reservation

Contact Center

Site Tour

1:00pm

The Disney Destinations Call Center is the epicenter of

customer service and reservations for all Disney destination

properties including Disney World Resorts and Disney World

Dining. The center handles an impressive volume of 13

million calls annually and whether through a phone call, an

email, a web chat or even a letter, they help guests create

magical memories that last a lifetime.

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A g e n d a

7:00pm

Suggested Arrival Time

Arrive Saturday to participate in Sunday's Networking Activity

Take networking to new heights as you meet and greet your peers at this one-of-a-kind whirlwind scavenger hunt through the countries of Epcot®_{. First}

team to locate all of the items required, and cross the finish line, will bring home the prize! Lunch will be provided.

Participant Fee: $75

8:30am

Kilimanjaro Safari

®

_{Expedition with Backstage}

Access & Networking Challenge - Check In:

Meet in Hotel Lobby

Take a journey to find out what happens behind-the scenes at Disney's Animal Kingdom®_{Theme Park! The highlight of this tour will be a Kilimanjaro Safari}®

Expedition across the lush African savanna. Please note, cameras are not permitted backstage, but welcome on the Kilimanjaro Safari®_Expedition. Lunch will be provided.

Participant Fee: $75

3:30pm

Sponsor ROI Workshop

5:00pm

Sponsor Registration & Orientation Reception

6:00pm

Speaker & Thought Leader Orientation

An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.

6:45pm

Participant Meet ‘n’ Greet

This end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you can benefit from and facilitate later dialogues throughout the event.

7:30pm Anchors Away Kickoff Reception

Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails!

7:30am

Registration, Continental Breakfast, and Exhibition

Welcome and KEYNOTE

8:15am

Engaging with the Consumer of the Future: The

Next Wave of Innovation

Brian David Johnson

Futurist in Residence, Center for Science and the Imagination

Arizona State University

The future isn’t an accident. The future is built everyday by the actions of people, organizations and corporations. But how do we build the future? What are the actionable steps we can take today to imagine, model, communicate and build these visions? In his talk Johnson will explore over-arching trends and even some wild ideas that will impact industry and the human race. Key Take-Aways:

g A fresh perspective on the technological advances and cultural trends that will affect the future

g Insight on what steps you can take today to start shaping the future

g Techniques for creating an organization that is focused on the future but that also delivers results today

9:10am

NAVIGATING CUSTOMER CONTACT 2016, EAST

9:25am

NETWORKING – Team Challenge #1

CASE HISTORY

9:30am

Reimagining Customer Engagement: How One

Contact Center Helped the Enterprise Get to the

Forefront of Innovation

Marton Jojarth

Vice President, Customer Success

Equinix

Over the past decades, management science has developed a host of leadership techniques to stimulate the creativity of employees and to foster innovation at the workplace.These techniques have found their ways into many corporate functions, yet customer service departments are lagging behind in most companies. Contact centers are the last bastions where outdated management techniques invented during the era of the Industrial Revolution are still widely applied. In this presentation here how Equinix has questioned common wisdom to empower employees and to make customer service a strategic differentiator.

Key Take-Aways:

g Best practices to improve customer satisfaction through employee satisfaction

g A framework to increase innovation by shifting the balance between onshore and offshore locations

g Lessons learned from internal collaboration challenges

10:00am Networking, Refreshment, and Exhibition Break

SATURDAY, APRIL 17, 2016 ARRIVAL DAY

SUNDAY, APRIL 17, 2016 NETWORKING DAY

8:00am

Expedition Epcot

®

_{Scavenger Hunt Team Challenge}

-Check In: Meet in Hotel Lobby

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new

contacts and new friends. For all afternoon & evening orientations, the dress code is business casual.

Join the Discussion: www.frost.com/linkedincc

SATURDAY, APRIL 17 – MONDAY, APRIL 18, 2016

Attire

Recommendations Key:

Casual - Jeans, T-shirt, Comfortable Shoes

Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops

Business Casual - Button-Down Shirt, Trousers, Dress

Athletic Gear - Workout Clothing, Sneakers

Hosted by:

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

Hosted by:

MONDAY, APRIL 18, 2016

GENERAL SESSION & EXHIBITION

Registration Items

Hosted by:

Featured Demonstration

Hosted by:

Didn't get your badge at last night's reception? Make sure you're down in time for breakfast and registration to get your event materials now! Already have your badge? Make sure you pick up your event packet and start networking bright and early!

Featured Demonstration

Hosted by:

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES

Customize Your Agenda! Stay the course with one zone or bounce around

to others. All collaboration zones are Power-Point free, participant-driven

discussions featuring creative thinking and idea generation.

Zone 1. Delivering Value to the Customer

Zone 2. Agent Strategy and Tech-Enablement

Zone 3. Channel Excellence

Zone 4. Omni Channel Customer Experience Strategy

& Implementation

Zone 5. Millennials: Disruption and Opportunity

Zone 6. Contact Center Management Excellence

The Sourcing Clinic

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A g e n d a

CONCURRENT COLLABORATION ZONES – Fireside Chats

10:30am

Fireside chats are informal conversations that draw upon the experience and expertise of the featured executive.

Choose one of the following zones:

Zone 1. Knowing What’s Next for Each

Customer Persona

MODERATOR:

Jeff Foley

Director of Product Marketing for Customer Service Applications

Pegasystems

As customer expectations rise, it’s no longer enough to have a 360 degree view of your customer. You need to show customers you’re doing something with their information: a timely offer, a relevant reminder, or a head start by anticipating an issue. We’ll discuss how to personalize interactions by effectively incorporating what you already know about your customers, so you can meet their needs consistently, accurately, and efficiently. Key Take-Aways:

g Examples of how to inform customer interactions with business rules and predictive analytics

g Insights into “Next Best Action” benefits and which metrics can capture them

g Strategies for how to leverage your own data to personalize your customer journeys

Zone 2. The Easy Button: How First Tennessee Bank & UBS

Leverage Technology to

Reduce Effort

FIRESIDE CHAT WITH:

Clint Babcock

Director Robotics and Automation

UBS

Norman Riddle

DCIO - ET Retail, Digital and Ops Systems

First Tennessee Bank

Brian Ramsey

Enterprise Technology Manager - Call Center, Collections, ATM VisaDebit,

Items Processing Systems

First Tennessee Bank

MODERATOR:

Neil Crane

Director of Project Strategy

Cicero

Organizations that consistently deliver great service understand this important principle: you must be easy to work for as an employee and be easy to work with as a customer. In order to accomplish this, these companies insist on meaningful insight into their operations in order to isolate process issues and then leverage technology to simplify work.

Join us for this interactive Q&A session and learn how First Tennessee Bank leverages technology to reduce both employee and customer effort.

Key Take-Aways:

g A case history on how First Tennessee Bank is eliminating service barriers and reducing effort

g Key findings in how reducing employee effort impacts engagement and the customer experience

g Tools and methods to measure effort

Zone 3. Personalizing Customer Engagement on

Mobile

MODERATOR:

Sophie Vu

Vice President, Marketing

Sparkcentral

Did you know that effective mobile customer engagement strategies can significantly improve customer satisfaction and customer service agent productivity? For example, customers can connect with a CSR via company-branded, in-app messaging from the convenience of their mobile device. Organizations can then seamlessly connect these mobile identities with their corresponding customer record to create a seamless and delightful customer experience. Key Take-Aways:

g Proven ways to employ best practices for mobile customer engagement and communication

g Learn how to create personalized experiences for mobile customers

g Insight on how companies like yours are tackling mobile engagement

Zone 4. Leverage your

Online Community

(ies) to Improve

the Customer Experience

CO-FACILITATORS:

Rob Howard

Vice President & General Manager, Social Communities

Verint

Daryll Swager

Marketing Manager of Dell Software, Social and Communities

Dell

The digital nature of customers continues to transform customer engagement. As consumers continue to self-serve and seek insights and perspectives from peers, the importance of social communities has grown. Join us to learn best practices for improving the omni-channel customer experience and building stronger brand loyalty via their community. This interactive session will address managing the customer experience holistically across touch points, taking customer engagement to the next level, and creating greater value from their resources. Key Take-Aways:

g Best practices for reducing support calls by empowering customers to find solutions and solve problems with online community resources

g Guide to collecting and integrating customer feedback from communities as another point of interaction data

g Blueprint for facilitating customer interactions with their peers to find the product/service that best fits their needs

Zone 5.

Text

is the New Talk: Use Cases for Engaging

Millennial-Minded Consumers

MODERATOR:

Abhay Prasad

Senior Director, Cloud Solutions

Aspect

Research shows that Millennials, and those with a "Millennial Mindset," like self-service, but would prefer text to execute tasks they have traditionally accomplished through an Interactive Voice Response (IVR) system. It’s possible with Interactive Text Response (ITR). ITR uses Natural Language Understanding to enable people to engage in personalized, conversational text interactions with an automated system. Simply ask a question and get an answer. ITR combines the 24/7 accessibility and cost reduction value proposition of IVR, but without the headache. Join us to understand the concept, the technologies needed to execute, and use cases for ITR.

Key Take-Aways:

g Guide to the latest trends in customer service and self-service

g Examples of who and what can benefit from Interactive Text Response

g Best practices for contact center integration

Zone 6.

Customer Support

as a Competitive Weapon in a

Connected World

MODERATOR:

Lee Gruenfeld

Vice President, Strategic Initiatives

Support.com

The days of customer support being an unwelcome expense are over…or should be. In the new connected world, where there are already quantifiable signs of eroding confidence, support interactions represent opportunities to boost adoption and increase brand loyalty. The right technologies can make it happen while avoiding pitfalls the industry is reluctant to acknowledge. Key Take-Aways:

g Insights on understanding the real threats facing the adoption of new consumer technologies

g Five great imperatives driving support in the connected world

g Advanced technologies now available to address evolving needs

g New approaches to measuring the support function

11:30am

Session to Session Travel Time

Join the Discussion: www.frost.com/linkedincc

MONDAY, APRIL 18, 2016

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CONCURRENT SESSIONS

11:35am Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

OR

FROST & SULLIVAN VISIONARY INSIGHT –

Game Changing Technologies on the Horizon

Stephen Loynd

Global Program Director

Digital Transformation Group, Customer Contact

Frost & Sullivan

What is on the technology horizon for Customer Engagement as it undergoes its own form of Digital Transformation? What should organizations consider that they may not know is coming? Enterprises and vendors alike have much to consider in 2016.

This session will be examining themes such as:

gThe role of exponential technology in Customer Engagement

g How intelligence is increasing the effectiveness of tools such as messaging apps

g How advanced sensors, imaging, and gamification will help deliver immersive customer experiences going forward

Key Take-Aways:

g What's the next thing in Customer Engagement? What's visionary?

g What is beyond the Internet of Things?

g How should companies be repositioning for the future?

– FOLLOWED BY –

IDEA CENTER AND FORUM – Continuous

Process Improvement in Customer Care

MODERATOR:

Michael DeSalles

Principal Analyst, Customer Contact

Frost & Sullivan

PANELISTS INCLUDE:

Tonya Beres

Contact Center Manager

USA Gov, Office of Citizen Services and Innovative Technologies,

General Services Administration

Christopher Keenan

Head of Worldwide Medical Contact & Insights

Bristol Myers Squibb

Carolyne Matseshe-Crawford

Vice President, Global Customer Experience Services

Orbitz Worldwide

Clint Morley

Vice President, Customer Services

Discover Financial Services

Alice Sesay Pope

Senior Vice President, Customer Experience Officer

First Horizon National Corporation

Where can you gain the greatest leverage to improve contact center operations? What should you have on your 2016-17 strategic plans for your contact center? How will you continue to deliver great service and results and keep the CFO happy? Finding ways to continuously improve processes is critical to long term success in any contact center.

Key Take-Aways:

g Examples of new and creative approaches to agent training

g Best practices for agent knowledge base or on line handbook

g Tools to provide internal and cross departmental feedback when things go awry

g Insight on moving beyond email communications with agents

12:55pm Food for Thought – Networking Roundtables Hosted

by Industry Leaders

Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

2:05pm NETWORKING – Team Challenge #2

2:10pm Session to Session Travel Time

CONCURRENT COLLABORATION ZONES – Roundtables

2:15pm

Roundtable sessions capture the power of all participants’ voices, insights and

experiences via group discussion and exploration of the issues at hand.

Choose one of the following zones:

Zone 1. So You Want To Know

What Your Customers Want?

Try Asking Them!

FACILITATOR:

Cary Cusumano

Senior Consultant, Customer Experience Strategy

Verizon Enterprise Solutions

Most organizations have well-established and even robust Voice of the Customer (VOC) programs, but are they built to discern why a customer responded negatively? Find out how you can capture and quantify the importance of key service attributes to your customers’ journeys. Key Take-Aways:

g Techniques for digging deeper into customer expectations

g Proven methods to build solutions that meet and exceed expectations

g Insight on why no news is NOT good news when it comes to VOC

Zone 2. Cutting-Edge Techniques for Enhancing the

Quality

of Agent

Communications: Evaluations, KPIs and

Speech Analytics

FACILITATOR:

John Cray

Vice President, Product Management

Enghouse Interactive

The demands on voice interactions continue to increase and are more complex than ever before. To ensure top-notch service, it’s vital to provide real-time speech analytics, automate agent evaluations, and measure the results. Join us to learn how you can optimize every interaction using a seamless, user-friendly agent desktop that enables direct access to quality management recordings and contact center data in a flash.

Key Take-Aways:

g Best practices for leveraging real-time speech analytics to ensure quality and boost agent satisfaction and retention

g Approaches to identify and adjust metrics to evaluate agents and improve efficiency

g Tools to equip agents for successful interactions, with quick access to context and quality management recordings, and the ability to generate screen pops—all in one easy-to-navigate agent desktop

Zone 3. Exploring the Possibilities:

Incorporating Video

Agent

Interaction into Your Customer Experience Strategy

FACILITATOR:

Amit Shankardass

Executive Vice President, Marketing EWAP

Teleperformance

Instructional videos have long been part of the self-help equation. But interactive video (live agent, video chat or kiosks) now has the potential of becoming mainstream with the proliferation of smart devices. In this interactive session, we will discuss whether video should be a part of your customer experience strategy, when is the right time to offer it, where it might fit, and how to best provision this service.

Key Take-Aways:

g Fact-based insights on customer preferences for video

g Best practices for the development and deployment of a video solution

g Insights into good applications of video support

g Tips and tricks for creating the business case (ROI)

g Case study: Deploying a video agent solution

Join the Discussion: www.frost.com/linkedincc

MONDAY, APRIL 18, 2016

Attire

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

Hosted by:

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Zone 4. Seizing The Micro Moment:

Optimizing

Customer Experience

and Support in

Every Engagement

FACILITATOR:

Ross Haskell

Senior Director of Products

LogMeIn

Today’s customer journey consists of millions of intent-driven moments of decision-making and preference shaping that occurs instantaneously. In these micro-moments, consumers are using multiple devices and channels to engage with companies. In fact, 20% of customers use six different channels for support alone. As a result, organizations need to build a seamless experience for their customers across channels and throughout the entire customer journey. Key Take-Aways:

g Best practices on how to provide personalized, human support in a digital world

g Understanding the value of technology in meeting customers “where they are”

g Proven ways to deliver best-in-class experiences to increase customer retention, satisfaction and engagement in a omni-channel world

Zone 5. The

Customer of the Future:

Are You Readying for

the Post-Millennial Generation?

FACILITATOR:

Kathy Sobus

Director, Customer Experience Consulting

SPS

Think about the demographics in ten years when the overwhelming majority of the population will be Baby Boomers and GenZer’s. How do we prepare for this dichotomy, as both groups will represent our customer base as well as our workforce? Join us to discuss how the race is on in embracing the technologies today that will support long term visions of caring for these two exclusive groups.

Key Take-Aways:

g Insights on the communication and customer experience expectations of these two groups, largely shaped by innovation today

g Fresh perspectives that will allow you to guide your long term strategy to meet the needs of GenZer’s and Baby Boomers and how careful planning will be an enabler of meeting these requirements

g Best practices and techniques that can be deployed today in your organization in order to prepare for the future

Zone 6. Who Takes Care of the Agents?

Developing Contact

Center Supervisors

into Influential Leaders

FACILITATOR:

Mike Marrow

Chief Executive Officer

Qualfon

Everyone talks about caring for customers, but who is caring for agents? Exceptional customer experiences are predicated upon strong relationships between agents and contact center supervisors at the point of service. So, how can companies develop these supervisors into leaders who build high-quality relationships with agents? In this roundtable session, we explore supervisor best practices and discuss how to develop supervisors to become messengers, managers and mentors and subsequently drive superior experiences and key business metrics. Key Take-Aways:

g Research on the significance of the contact center supervisor

g Critical factors and obstacles to their success

g Insights in the benefits of having leadership at the point of service

g Best practices for developing supervisors into leaders

3:45pm Networking, Refreshment and Exhibition Break

SUCCESS STORY

4:10pm Going Beyond Up Sell and Cross Sell: How the

Contact Center Can Drive Revenue through

Deeper Customer Relationships

4:50pm

Session to Session Travel Time

CONCURRENT SESSIONS

4:55pm Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel

Play the “wheel” to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors – both intense and fulfilling.

OR

EXECUTIVE INSIGHT AND PARTICIPANT

BRAINSTORM – The Nuance of NPS

Gregg Brooks

Senior Director, Global Customer Operations, North and Latin America

Hotels.com

INSIGHT: If you’ve ever been handed an NPS target that feels numerically impossible and outside your control, you’re not alone. Come hear lessons learned from NPS turnarounds and how to apply these to your organization.

Key Take-Aways:

g Lessons learned from both successes and failures

g Guidelines for simplifying the complexity and nuance of NPS into clear and compelling calls for action

g Blueprint for investing your dollars and time wisely

Marty Kaufman

Vice President of Customer Experience

WeddingWire

BRAINSTORM: Moving NPS from a number to a segmentation strategy. The interactive portion of this session is a live exercise in using the NPS elements to better understand, and deliver on, customer needs.

Key Take-Aways:

g A repeatable framework for analyzing the components of your NPS

g Best practices for leveraging NPS for improved customer segmentation

g Insight on how your "versus" defines your approach to NPS improvements

6:15pm Four Truths and a Lie Networking Reception

Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.

Join the Discussion: www.frost.com/linkedincc

MONDAY, APRIL 18, 2016

Attire

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Tuesday – 6:15am

Wednesday – 6:30am

EARLY RISERS RUN/WALK

Calling all walkers, joggers and runners!

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endorphins flowing with a little

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6:15am

Early Risers Run/Walk

Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking!

8:00am Continental Breakfast and Exhibition

Ice Breaker and KEYNOTE

8:45am The Secret Sauce: Empathetic and Engaged Agents

Jeffrey VanDeVelde

Senior Vice President, Director of Client Insights and Experience

SunTrust Bank

With more and more interactions happening digitally, it puts more and more pressure on companies to deliver a memorable experience to people when they interact with a human. Research still suggests that consumers are putting high value on human experience even though they are happening less often. These experiences have the opportunity to create greater loyalty and advocacy among certain target audiences. Great brands are architecting these experiences by finding the right people, inspiring them to be great, equipping them with the skills and tools and managing them in a way that gives the person the flexibility to deliver a personalized experience.

Key Take-Aways:

g Best practices on how to find and use your companies’ purpose as the foundation for your human experience strategy

g Proven ways on how to identify the right talent and immerse them into your culture

g Insight on how to sell the concept to the C-suite

9:45am Frost & Sullivan Customer Contact Executive

MindXchange Advisory Board and Member Recognition

9:50am

NETWORKING – Team Challenge #3

ASK THE EXPERTS! Panel Discussion

9:55am

Finding Your Balance: How Deep Does Customer

Engagement Really Need to Go?

MODERATOR:

Steve Ellis

Senior Director, Customer Care

EyeMed

PANELISTS INCLUDE:

Gregg Brooks

Senior Director, Global Customer Operations, North and Latin America

Hotels.com

Mary Ann Monroe

Director, Customer Experience

USA Gov, Office of Citizen Services and Innovative Technologies,

General Services Administration

Clint Morley

Vice President, Customer Services

Discover Financial Services

Melanie Shook

Vice President of Customer Experience

Neustar, Inc

Jeffrey VanDeVelde

Senior Vice President, Director of Client Insights and Experience

SunTrust Bank

What is the right mix of investment in voice of the customer and focus on running the business? What is the right mix of customer engagement analysis, understanding what your customer’s want, how well you are doing against these needs and the competition? How are the right benchmarks for you and your industry?

Key Take-Aways:

g Insight on understanding the methods available to gather voice of the customer feedback

g Best practices on recognizing advantages and disadvantages to collecting this feedback

g Proven ways on cross channel interaction and measurement techniques

g Techniques on learning how to turn customer insights into action

10:50am Networking, Refreshment, and Exhibition Break

CONCURRENT COLLABORATION ZONES – Peer Councils

11:20am

Peer Council sessions are participant-driven discussions focusing on your key

challenges and concerns.

Choose one of the following zones:

Zone 1.

Strategic Thinkers

Only: A Forum for Seasoned

Customer Contact Executives

MODERATOR:

Mary Tucker

Chief Executive Officer & Founder

UPIC Health

Where are contact centers going as the digital age eliminates the need to interact with a live person – or has it, really? Is disruption possible in the contact center space – where millions are employed around the world – and if yes, what does human disruption look like? Do contact centers complement digital technology, compete against it, or should they be the drivers of its design, development and adoption? Once the great white way of economies of scale, the time is now to rethink and redefine the contact center as not only Customer Service Channels but Brand Communication Centers of Exceptions Management!

Key Take-Aways:

g Insights on how to broaden organizational thinking to recognize the power of consolidated communications

g Best practices for developing service strategies supporting ever evolving end user demographic mix

g Success factors in organizational infrastructures supporting cultures of change, embracing of technology and supporting its development

Join the Discussion: www.frost.com/linkedincc

TUESDAY, APRIL 19, 2016

Attire

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

TUESDAY, APRIL 19, 2016 GENERAL SESSION & EXHIBITION

Featured Demonstration

Hosted by:

Featured Demonstration

Hosted by:

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Zone 2. Contact Center

Optimization on a Shoestring

MODERATORS:

Christopher Keenan

Head of Worldwide Medical Contact & Insights

Bristol Myers Squibb

Kathleen Ritz

Director, Lead Medical Contact, Europe and Asia Pacific Regions

Bristol Myers Squibb

Zone 3. Customer Contact, Up in the

Cloud

MODERATOR:

Steve Ellis

Senior Director, Customer Care

EyeMed

Should you move any of your call center solutions to the cloud? What are the risks and advantages? What services are suited for the cloud and what should be maintained on premise? Key Take-Aways:

g In depth look into the range of cloud based call center solutions available

g Insight on the advantages and disadvantages to cloud based services

g Proven ways to enroll your IT partners in the cloud vs. premise based solution

Zone 4.

B2B:

The Unique Nature of Customer Service

12:15pm

Food for Thought – Networking Roundtables Hosted

by Industry Leaders

Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:30pm NETWORKING – Team Challenge #4

1:35pm

Session to Session Travel Time

CONCURRENT COLLABORATION ZONES – ThinkTanks

1:40pm

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”

learning environment.

Choose one of the following zones:

Zone 1. Customer Experience

Journey Mapping:

How to

Design an End-to-End Journey

CO-FACILITATORS:

Joe Buggy

Chief Strategist and Senior Vice President, Customer

Lifecycle Management

Sutherland Global Services

Andrew Swartz

Research Director, Sutherland Labs

Sutherland Global Services

This interactive session uses practical examples, hands-on activities, and your own stories to consider how to organize and conduct journey mapping in your own organizations. It will include the realities of how to “sell” journey mapping within your own organization, how to collect data, and how to present it so that the findings will have a real impact.

Key Take-Aways:

g Practical advice about how to “sell” the benefits of journey mapping internally

g A step-by-step understanding of how to organize and run a journey mapping exercise

g Answers to common questions about journey mapping

Zone 2. A New Approach to

Employee Engagement

and Retention

FACILITATOR:

Steve Muise

Vice President, Employee Experience

24-7 Intouch

It is a common misconception that incentives in the workplace drive employee engagement. Motivational dynamics change dramatically depending on a number of workplace and employee factors. How do you know which drivers have the biggest impact on employee engagement? Join us to learn key strategies that will help you identify and create meaningful connections and how to measure these touchpoints to understand the voice of the employee and their overall happiness.

Key Take-Aways:

g Guide to defining employee engagement versus employee experience

g Success factors for engaging and retaining employees at every level or tenure in the organization

g Techniques to measure actual engagement rather than self-perceived experience

Zone 3.

Automated Customer Care

with a Human Touch

FACILITATOR:

Stephanie Gardner

Senior Marketing Manager

Interactions

Research shows that 50% of consumers start their customer service journey by interacting with an interactive voice response system (IVRs), but 83% of those people ultimately ended up speaking with a live agent. Is there a more efficient journey consumers should take? Join Interactions in this ThinkTank session to gain insight on alternative IVR solutions and services and how they differ from traditional IVRs.

Key Take-Aways:

g Learning’s from a recent study conducted by the Center for Research on the Information Society, on consumer attitudes and experiences on customer service interfaces

g Insight on how utilizing a conversational virtual assistant can help organizations in all industries

g Understanding the importance of customer service satisfaction and how improvements in services will ensure company loyalty

Zone 4. Measuring and Managing the

Omni-Channel

Agent Experience

FACILITATOR:

Rob McDougall

Chief Executive Officer

Upstream Works

Multichannel is not omni-channel. Successful strategies for dealing with phone interactions have evolved over 3 decades, but many organizations do not have the ability to provide similar control over new media channels such as email, chat or SMS. Key to an omni-channel strategy is to be able to provide consistency for all interactions types, and that consistency starts at how you measure and manage your agents internally who are providing your assisted service. Key Take-Aways:

g Insight on the key elements of an omni-channel strategy that simplify management