Dynamic Customer-Centric Strategies

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Customer Contact 2015, East:

11th 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 X C H A N G E

April 12 - 15, 2015

Sawgrass Marriott Golf Resort & Spa

Ponte Vedra Beach, FL

www.frost.com/ccs

#CCFrost

Part of our 2015 International Customer Contact Executive MindXchange Series

Dynamic

Customer-Centric

Strategies

“The networking, technological updates

and

take-aways

make this a week

that can change a year for our customer’s

experience. It is wonderful to meet others

with similar challenges and share

best-practices

to create positive

change.” –Vice President, SUDDENLINK

COMMUNICATIONS | “Personally

I experienced

growth

as a leader from

understanding other methods and

manners that lead to the same end result

and that makes me a better and more

effective

leader but also a better

coach with more plays in my playbook.” –

Director, T-MOBILE USA, INC.

|

“I feel like F&S is the

best value

for

my professional growth. In the last three

years I’ve attended, I know I’ve grown

more as a

leader

and business

professional.” – Director, BLINDS.COM

| “The interaction and networking

opportunities were perfect. The event

allowed me to make some great

contacts that will now be come regular

colleagues for life. The keynotes

were

outstanding

.”

– Director,

KENNAMETAL, INC. | “The Frost and

Sullivan Executive MindXchange brought

a great deal of value. In addition to being

able to easily

network

with peers

within the Call Center industry; it also

allowed for very open dialogues in many

situations, allowing the opportunity for

one to one discussions and Q&As about

such things as best practices, software

solutions and even the ability to share

some ‘war stories.’ All in all a

well-coordinated event that allowed me

to connect on multiple levels.” – Manager,

the BANCORP, INC. | “This event

gives us the ability to meet and talk with

other

executives

that have faced or

are facing the same issues. This gives

us the unique ability to discuss

potential

solutions

with others

who have experienced the same issues.”

– CIO, WEAREFLOOD

take-aways

best-practices

growth

effective

best value

leader

outstanding

.”

network

executives

solutions

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2% Other 19% Management 79%

Executive

(Vice President, Director)

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

WHO WILL PARTICIPATE

TOP SIX REASONS WHY YOU SHOULD ATTEND

11th ANNUAL

CUSTOMER CONTACT 2015, EAST

ADVISORY BOARD

Frost & Sullivan extends its appreciation to the

following Advisory Board Members for their expertise

and valuable support:

Freddie Berberena

Head, Business Operations

Bloom Health

Kevin Biernat

Director, Customer Development

Comcast

Julie Kousen

Chief Quality Officer

Pershing, LLC, a Division of BNY MELLON

Stephen Loynd

Global Program Director, Customer Contact

Frost & Sullivan

Sherri Mikell

Vice President, Member Services and Exchange Operations

Florida Blue

Becky Ploeger

Vice President, Multi-Channel Sales & Service

Kohl's

Billie Jo Timm

Vice President, Customer Service

MasterBrand Cabinets, Inc.

Diane Yarosis

National Director, Client Services

Quest Diagnostics

SNAPSHOT OF PAST PARTICIPANTS

PAST PARTICIPANT PROFILE

#CCFrost

Join the Conversation...

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. Get Ready: Gear up for the strategy you need to put in place to effectively

meet and exceed your customers’ needs.

2. Galvanize Your Company: Ensure you have the people, process and

technology in place to keep pace with, and stay ahead of, the acceleration of

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 customer contact center tour and examine

customer excellence with a new perspective.

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 Exclusive! Participant Meet ‘n’ Greet, Vino Voyage, “Surfs Up”

Welcome Kickoff, and Curious Cocktails Networking Reception, not to

mention our Beach Party Featuring the 11th 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 work to tackle challenges ranging from evaluating existing

outsourcing strategy to enhancing existing provider relationships.

.

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

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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 get a round of golf in at TPC Sawgrass

(make your tee time today by calling 1-800-457-4653) then participate in Sunday's Networking Activity to start the event off right!

9:00am Vino Voyage Check In 3:30pm Sponsor Workshop

5:00pm Sponsor Registration & Orientation Reception 6:00pm Speaker & Thought Leader Orientation 6:45pm Exclusive! 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 “Surf's Up!” Kickoff Reception

Featuring A Make-Your-Own Pasta Bar

7:45am Registration, Continental Breakfast, and Exhibition

8:30am Welcome and KEYNOTE - Reach for the Summit: Achieving Your Personal, Team,

and Leadership Goals

9:30am Navigating Customer Contact 2015, East

9:40am SUCCESS STORY - Innovating Customer Care: Unmet, Unstated and New Service Needs

10:10am Networking, Refreshment, and Exhibition Break

11:35am Session to Session Travel Time 11:40am 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 sponsors – both intense and fulfilling.

( OR )

The Brand Experience in 2015: The Roles of Culture & Technology

FOLLOWED BY

-SPOTLIGHT ON - Great Examples of Customer Care, Across Industries 1:00pm 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.

2:00pm Session to Session Travel Time

2:05pm CONCURRENT COLLABORATION ZONES - ThinkTanks

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

Choose one of the following zones:

3:35pm Networking, Refreshment, and Exhibition Break

4:05pm SUCCESS STORY - Using DocOps to Tap into Customer Insights Across

the Enterprise

4:45pm Member Showcase

5:00pm Session to Session Travel Time 5:05pm 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 sponsors – both intense and fulfilling.

( OR )

INTERACTIVE -Ask the Experts! Panel Discussion

Digital-Enabled Customer Care: Realizing and Operationalizing Innovation Opportunities

- FOLLOWED BY -

YOU SPEAK! - Have a great idea, best practice, lesson learned, or success story

of your own? All participants are welcome to submit a proposal for a 5 - 10 minute presentation, and join in the voting process as we choose and hear from “the best of the best”!

6:15pm Curious Cocktails

Featuring: The 30 Question Challenge

6:15am Early Risers Run/Walk

8:00am Continental Breakfast and Exhibition

8:45am Ice Breaker and TRANFORMATIONAL KEYNOTE - Customer Care Strategy

in the Digital Consumer Economy

9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition

9:50am Ask the Experts! Panel Discussion

Is Anyone Listening? Proven Ways to Get the Enterprise to Embrace the VoC and Make Strategic and/or Systemic Change

10:30am Member Showcase

11:15am CONCURRENT COLLABORATION ZONES - Peer Councils

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

THE SOURCING CLINIC – WHAT, WHEN AND WHERE: Mapping Your Outsourcing Strategy and Shores

12:00pm Food For Thought - Networking Roundtables Hosted by Industry Leaders

1:05pm 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:

2:35pm Networking, Refreshment, and Exhibition Break 3:05pm CONCURRENT CASE HISTORIES

-Choose one of the following concurrent sessions:

Ramping Up - Meet Your Peaks Efficiently and Effectively

( OR )

New Perspectives - Developing the 21st Century Talent Pool

SATURDAY, APRIL 11, 2015 ARRIVAL DAY

SUNDAY, APRIL 12, 2015 NETWORKING DAY

MONDAY, APRIL 13, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. The Convergence Factor: Aligning Care, Marketing and Sales to Improve the Customer Conversation & Experience

Zone 2. Eureka! There's An Information Goldmine in Your Contact Center!

Zone 3. The Realities of Social Customer Care

Zone 4. Predictive Metrics: Coaching for Outcomes

Zone 5. How to Drive Revenue and Exceed Sales Goals by Leveraging the Cloud

Zone 6. Advancing Your Brand with a Great Customer Journey

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

10:40am CONCURRENT COLLABORATION ZONES - Fireside Chats

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

TUESDAY, APRIL 14, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Finding Your Blue Ocean: How The Contact Center Can Drive New Revenue in New Markets

Zone 2. Big Data: Big Insight or Big Deal? Ensuring New Customer Contact and Back Office Insights Create Enterprise Value, not Noise

Zone 3. Real Time Personal Engagement with Click to Chat

Zone 4. Getting Real Value from Customer Experience Management: Making it Part of the Boardroom Conversation

Zone 5. Building an ROI Model for Customer Experience Investments

Zone 6. Customer Experience Journey Mapping: Designing Services from your Customers Perspective

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

Zone 1. Customer Care and the Enterprise | Zone 2. Big Data and Enterprise Customer Strategy | Zone 3. Customer and Employee Engagement

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. Strategic Thinkers Only: Forum for Seasoned Customer Contact Executives with a Core Focus on Strategy

Zone 2. B2B2C: When Intermediaries Own Your Customer Relationship

Zone 3. From Customer Agent, to Customer Advocate

Zone 4. Continuous Process Improvement in Customer Services

Zone 1. Applying Customer Service Techniques to the ‘Internet of Things’

Zone 2. How to Know What You Don't Know: New Horizons for ‘Small Data’

Zone 3. Increasing Employee Engagement: A Purpose-Driven Loyalty Strategy

Zone 4. Smarter Engagement: Data-Driven Insights for More Personal, Productive, and Predictable Customer Engagement

Zone 5. CFO Perspective: Mastering the Economics of the Customer Contact Center

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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

Zone 1. Co-opting Your Customers: Creating Real Time Communities to Accelerate Care

Zone 2. Metrics Made Personal: Dramatically Improving Your Numbers by Better Understanding Your Customers

Zone 3. Best Practices for Building a Seamless Multi-Channel Customer Experience

Zone 4. Effortless Engagement: Leveraging Automation for an Efficient Customer Interaction

WEDNESDAY, APRIL 15, 2015

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“CASUAL WEDNESDAY!”

3:55pm 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.

5:00pm Concurrent Collaboration Zones Conclude

5:30pm Beach Party Featuring the 11th Annual Customer Contact BEACH OLYMPICS

6:30am Early Risers Run/Walk

8:15am Continental Breakfast and Exhibition

8:45am Kickoff and KEYNOTE - Articulating the Customer Experience Mission...

Up, Down and Across the Enterprise

9:45am EXECUTIVE INSIGHT 10:15am Making a Global Impact

10:50am INSIGHT CENTERS - Weave your way through a series of brisk thought

leadership sessions designed to keep you on your toes

Pull into any three of the following four revolving pit stops: Pit Stop 1. Tiered Service: Are You Delivering Value to Your Organization, and Your Customers? Pit Stop 2. How to Facilitate Great Coaching and Mentoring

Pit Stop 3. Cohesive Customer Care Models for Industry Consolidation, Mergers & Acquisitions Pit Stop 4. Going Beyond Customer Surveys to Capture the Voice of Your Customer

THE SOURCING CLINIC – HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Deepening the Partnership

11:50am Session to Session Travel Time

11:55am INTERACTIVE - Inspiration to Implementation: Developing Your Day to Day

Business Action Plan

12:40pm Content for the 11th Annual Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange Concludes 12:45pm CUSTOMER CONTACT SITE TOUR - Florida Blue - Shuttle Check In

Lunch will be provided.

3:30pm Customer Site Tour Concludes

(Shuttle will stop at Airport and return to Hotel)

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.

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

Zone 1. Customer Care and the Enterprise | Zone 2. Big Data and Enterprise Customer Strategy | Zone 3. Customer and Employee Engagement

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 4. Driving Effective and Efficient Outcomes | Zone 5. Customer Contact Financials | Zone 6. Brand Experience Excellence | The Sourcing Clinic

If you need to know what really works, the current trends and

challenges, the new technologies and opportunities, and the

transformation in provider relationships that drive a savvy sourcing

strategy …then this is THE place to be. You will benefit from the

real world experiences of peers “in the trenches”; the deep

experience and best practices of our on-site outsourcing providers;

and the high-level insight of the global director and the principal

analyst of Frost & Sullivan’s Customer Contact practice.

This is where you will get real about developing and managing a

smart sourcing strategy; one that powers the efficiency, effectiveness

and quality of your customer and brand experience. The clinic is

designed for customer contact executives across the outsourcing

maturity spectrum -- from evaluation to expansion, from revisiting

an existing strategy to enhancing an existing provider relationship.

All sessions are collaborative and equally engage all participants in

frank discussion of what works, and what doesn’t.

The Sourcing Clinic

@

Customer Contact 2015, East

The Who, What, When,

Where and How

Clinic Operating Hours and Specialties:

Tuesday, April 14, 2014

-11:15am – 12:00pm

The Sourcing Clinic

WHAT, WHEN AND WHERE: Mapping Your

Outsourcing Strategy and Shores

Wednesday, April 15, 2014 -

10:50am – 11:50am

The Sourcing Clinic HOW:

Assessing Outsourcing Vendor

Capabilities; Governing the Relationship;

and Deepening the Partnership

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“Hang Ten” with your fellow peers and colleagues

and enjoy a little C&C, conversation & cocktails!

“SURF’S UP!” KICKOFF RECEPTION

Featuring A Make-Your-Own Pasta Bar

7:30pm

Hosted by:

S U N DAY, A P R I L 1 2 , 2 0 1 5

VINO VOYAGE

9:00am

Join us as we navigate the Atlantic Ocean on the Schooner Freedom!

Network with participants, listen to some tunes and sip on wine while

enjoying the historic charms of St. Augustine. Lunch and transportation are included.

Participant Fee: $75

Location: Meet in Hotel Lobby

S u n d ay 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

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Join the Discussion: www.frost.com/linkedincc

K E Y N O T E S

11th Annual

Customer Contact 2015, 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 X C H A N G E

Patrick Nugent has proudly played a role with the Frost & Sullivan North American events team

since 1999. In addition to assisting with Master of Ceremony duties for their Executive MindXchange

corporate events in America, Patrick serves as the Director of Sponsorship and Audio Visual

Development for the Illinois Institute for Continuing Legal Education in Chicago. He is also the

Principal of Nugent Corporate Services (NCS) in Chicago which is an event specialty consulting

company. NCS concentrates its expertise on specific needs of its corporate clients as they produce

and host live education events.

Scott is a highly accomplished leadership and team development trainer, author and keynote speaker.

He is the President of Summit Team Building and has created highly successful development programs

for many of the Fortune 500 companies. Scott has only one goal; to assist teams, leaders, and

individuals in reaching their peak performance.

As the CCO & SVP for Samsung SDS America, he is responsible for leading innovation efforts with

clients for mobile transformation as well as heading the customer facing organization. Before Bob

came to SDSA he was a Partner at Ernst & Young where he founded the Customer Practice to help

clients develop the leadership required to successfully navigate change, increase sales excellence,

measure marketing efficiency, and improve the Customer experience. Bob founded the digital

marketing and social analytics practices at E&Y.

Jon Wolske is the Culture Evangelist for Zappos Insights, a part of the Zappos Family of companies

headquartered in Henderson, NV. Jon has over 5 years’ experience in the Zappos Family. As the Lead

Culture Guide, Jon helped Zappos office tours grow to an average of over 1300 visitors each month.

Jon speaks with a focus on culture and customer experiences and their importance in business today.

Scott Kress

President

Summit Team Building

Jon Wolske

Culture Evangelist

Zappos

Bob Taylor

Chief Customer Officer

Samsung SDS America

Reach for the Summit: Achieving Your Personal, Team, and Leadership Goals

Customer Care Strategy in the Digital Consumer Economy

Articulating the Customer Experience Mission…Up, Down,

and Across the Enterprise

Patrick Nugent

Executive MindXchange Chairperson

Frost & Sullivan

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A g e n d a

7:00pm

Suggested Arrival Time

Arrive Saturday to get a round of golf in at TPC Sawgrass (make your tee time today by calling 1-800-457-4653) then participate in Sunday’s Networking Activity to start the event off right!

Join us as we navigate the Atlantic Ocean on the Schooner Freedom! Network with participants, listen to some tunes and sip on wine while enjoying the historic charms of St. Augustine. Lunch and transportation are included.

3:30pm

Sponsor 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 Exclusive! 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 “Surf ’s Up” Kickoff Reception

Featuring A Make-Your-Own Pasta Bar

“Hang Ten” with your fellow peers and colleagues and enjoy a little C&C: conversation & cocktails!

7:45am

Registration, Continental Breakfast, and Exhibition

8:30am

Welcome and KEYNOTE – Reach for the Summit:

Achieving Your Personal, Team, and Leadership Goals

Scott Kress

President

Summit Team Building

How high do you want to climb as an individual, a leader, a team or customer service organization? Examine lessons, strategies, and tactics used to build high performance on Mount Everest and translate these into tangible applications for the mountains you are climbing within your customer service organization.

Key Take-Aways:

g Guide to inspiring your customer service team to take on their next climb g Tools and strategies to build high performance in individuals, team and service g Insights on how to overcome change and challenges

9:30am

NAVIGATING CUSTOMER CONTACT 2015, EAST

9:40am

SUCCESS STORY – Innovating Customer Care:

Unmet, Unstated and New Service Needs

George Larribas

Executive Vice President

Wells Fargo

Customer care is a journey not a destination. In this session we will explore ways to harness the customer needs of your customers and give suggestions on how to create a customer care program that engages the customers and front line personnel to vocalize the changing needs. The voice of the customers and employees are key to keeping up with new servicing needs. Key Take-Aways:

g Framework on how to create a Voice of the customer program g Template on how to harness the ideas of the workforce and customers g Insight on how to maintain the connections with your customers

10:10am Networking, Refreshment, and Exhibition Break

CONCURRENT COLLABORATION ZONES – Fireside Chats

10:40am

Fireside chats are informal conversations that draw upon the experience and

expertise of the featured executive.

Choose one of the following zones:

Zone 1. The Convergence Factor: Aligning Care, Marketing

and Sales to Improve the Customer Conversation

& Experience

FIRESIDE CHAT WITH:

Sara Del Grande

Senior Manager Technical Services

Cisco

MODERATOR:

Jyllene Miller

Senior Vice President, Client Engagement Strategy, Analyst

Relations & Marketing

Concentrix Corporation

A holistic view of the customer and their overall experience with your organization will never happen without addressing the convergence of front office functions in the Digital Age. Organizations can no longer ignore some of the inherent conflicts of customer-facing departments as they all strive for customer experience excellence – primarily independently of one another. Learn how a comprehensive customer data strategy and incremental steps towards common customer objectives can help organizations capitalize on this inevitable convergence. Finally, hear how the still evolving social channel can help drive alignment and interlock.

Key Take-Aways:

g Benefits of rationalizing customer data across the enterprise for both the customer and your operational excellence

g Examples of how acquisition and retention strategies can be in harmony, not just co-exist g Action plan for starting the journey towards common customer experience objectives

through clearer defined roles, responsibilities and common metrics SATURDAY, APRIL 11, 2015

ARRIVAL DAY

SUNDAY, APRIL 12, 2015 NETWORKING DAY

9:00am

Vino Voyage Check In:

Meet in Hotel Lobby

MONDAY, APRIL 13, 2015

GENERAL SESSION & EXHIBITION

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

making new contacts and new friends.

Join the Discussion: www.frost.com/linkedincc

SATURDAY, APRIL 11 – MONDAY, APRIL 13, 2015

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

Registration Items

Hosted by:

Featured Demonstration

Hosted by:

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. Customer Care and the Enterprise

Zone 2. Big Data and Enterprise Customer Strategy

Zone 3. Customer and Employee Engagement

Zone 4. Driving Effective and Efficient Outcomes

Zone 5. Customer Contact Financials

Zone 6. Brand Experience Excellence

The Sourcing Clinic

Hosted by:

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Zone 2. Eureka! There’s an Information Goldmine in Your

Contact Center!

FIRESIDE CHAT WITH:

Ricardo Weld

Director, Performance Support

HSN

MODERATOR:

Roger Lee

Senior Director, Product Marketing

HP WFO

The volume and value of information that passes through your contact center amounts to a wealth of customer insight. But this is a Big Data issue, and not all contact centers are able to extract meaningful value from this information goldmine. In this Fireside Chat, hear from the director of a high-volume, consumer-facing contact center how streams of customer data are being managed in real time to optimize decision-making and produce material advantage for the business.

Key Take-Aways:

g Insight on how Big Data can be managed in the contact center to influence decision-making in real time

g Guide to how the contact center can effectively cross operational boundaries to provide substantial bottom-line value to the business

g Strategy on framing the Big Data discussion in your company in order to benefit from shared resources and budgets

Zone 3. The Realities of Social Customer Care

FIRESIDE CHAT WITH:

Kelly Coston

Director, Customer Care

Verio

MODERATOR:

Brian Salvatori

Vice President, Customer Experience

Spi Global

Whether you choose to participate or not, your organization’s brand exists in Social Media through comments, complaints and conversations. What was once relevant in promoting product offerings/services has quickly excelled to becoming the landscaper of building the brand, maintaining ones reputation, and satisfying each consumer experience. Consumers have embraced social media platforms as the communication medium of choice and it’s time for companies to engage in relevant and meaningful ways. What was once viewed as a “Social” channel has grown to a multi-billion dollar industry, continually expanding in depth, breadth, and demand. Organizations are now supporting consumer inquiries, seasonal promotions, consumer-experiences, and myriad issues and complaints that require immediate resolution 24x7. In this discussion, we will explore Corporate Strategy and Oversight, ROI, and Industry Best Practices with Social Experiences.

Key Take-Aways:

g Guide to the “Rules of Engagement” for Social Media

g Case history of one company’s social media journey – social pitfalls, organizational swim lanes, and internal synergies for success

g Insights on analyzing and making Social Media data actionable

Zone 4. Predictive Metrics: Coaching for Outcomes

MODERATOR:

Jennifer Waite

Manager, Product Marketing

inContact

Contact centers have seen many aspects of their world change over the past few decades, from the technology available to the work involved in training and maintaining their workforce. The team responsible for the agents is now seen more as relationship managers than just frontline supervisors. It is the job of these relationship managers to change the culture of the contact center, and they do that through coaching and mentoring their staff.

Key Take-Aways:

g Identify metrics to include in your quality monitoring form

g Guide to coaching methods that will help you achieve your desired outcome g Tips for identifying how to use technology to support reaching defined goals

Zone 5. Leveraging the Cloud to Drive Revenue and Exceed

Sales Goals

MODERATOR:

Mike Ryan

Chief Executive Officer

SpiceCSM

Timely information is an imperative in driving sales velocity. You either have it or you don't. In the new information age, if you aren't leveraging the right resources at the right time to reach your customers and prospects, you are losing opportunities and ultimately revenue and market share. 70% of buying decisions are made before anyone engages with your team directly. How do you capitalize on this opportunity? In this cloud-enabled omni-channel world, you have the ability to understand their needs throughout the buying process and align the right resources to generate sales and customer loyalty.

Key Take-Aways:

g Five key questions to drive interest in a cloud-enabled sales strategy - a litmus test to drive conversations

g Four key steps that can help transform from a reactive to pro-active customer engagement strategy

g Insight on ways to integrate and rationalize applications without breaking your existing processes and creating turmoil

g Examples of business justification tools that can demonstrate how new approaches and their potential outcomes can deliver benefits above and beyond your current infrastructure

Zone 6. Advancing Your Brand with a Great Customer Journey

MODERATOR:

Ted Hunting

Senior Director, North American Field Marketing

Genesys

Today’s consumers increasingly interact digitally with businesses and the great customer journeys of yester-year in physical businesses are now replaced by often fragmented customer journeys over many channels (web, phone, social, in store, mobile). Today’s digital consumer, however, is often even more demanding of a great customer experience. Bad journeys can be spread virally over social channels damaging a company’s brand. And fragmented journeys also impact our agents - when a frustrated customer finally reaches an agent for help, our agents often struggle to understand the journey the customer has had so far with the enterprise.

Key Take-Aways:

g Define a roadmap for great customer journeys

g Identify best practices to implement great customer journeys to address current customer service needs and drive a great brand

g Discuss what is next in-store for the customer journey as the Internet of Things and wearable technology becomes a new touchpoint and a new twist in the road in the customer journey g Examples of business justification tools that can demonstrate how new approaches and their

potential outcomes can deliver benefits above and beyond your current infrastructure

11:35am Session to Session Travel Time

A g e n d a

Join the Discussion: www.frost.com/linkedincc

MONDAY, APRIL 13, 2015

Attire

NETWORKING

RECEPTION

What was

your favorite childhood toy?

If you could be invisible for one hour, what’s the

first thing you would do?

ocktails

s

C

ur iou

_C

Monday

6:15pm

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CONCURRENT SESSIONS

11:40am 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

The Brand Experience in 2015: The Roles of

Culture & Technology

Stephen Loynd

Global Program Director, Customer Contact

Frost & Sullivan

In 2015, providing a great brand experience demands a dual focus – on both company culture as well as the effective implementation of new technologies. Only when those two realms are joined will the omni-channel dream be realized. At the center of this new reality is the Millennial Generation: young people impacting both the nature of today’s workplace and the nuances of Customer Engagement, demanding empathy and ease in both spheres. In this session, we will be examining the omni-channel dream (from human beings to chat, mobile & social), the millennial consumer (both at work and at the mall) and the growing importance of considering Customer Effort (CE).

Key Take-Aways:

g Insights on how are companies repositioning for the future

g Guide to understanding the connections between culture, employee engagement, and top-line business impacts

g Strategies will help companies succeed in delivering a single brand experience?

– FOLLOWED BY –

SPOTLIGHT ON – Great Examples of

Customer Care, Across Industries

MODERATOR:

Michael DeSalles

Principal Analyst, Customer Contact

Frost & Sullivan

PANELISTS INCLUDE:

Asad Butt

General Manager, Customer Operations

UFone

Daniel Cruceana

Director, Operations & Analytics

Office Depot

Tom Farrell

Vice President, Operations

Web.com

Al Lindner

Site Director

International Cruises and Excursions

Ed Monas

Director, Customer Service

Medtronic Diabetes

Richard Volel

Vice President

Nationstar Mortgage

Consumer buying patterns and behaviors are changing rapidly – in ways that were unfathomable a decade ago. This ever-changing consumer landscape presents business challenges that can confound the best intentioned enterprises and service providers. There are thousands of ‘wow’ customer service stories out there, but you rarely hear about them. Now you’ll get a chance to compare and contrast some of the best customer care testimonials from a cross-section of industry practitioners.

Key Take-Aways:

g Insight into how to better personalize customer interactions g Real world examples of social media and proactive customer care

g Tap into industry best practices for promoting outstanding care across your organization g How to identify the “movers and shakers” among your agents

g Tips and ideas on transforming customer care from good to great

1:00pm Food for Thought – Networking Roundtables

Hosted by Industry Leaders

2:00pm Session to Session Travel Time

CONCURRENT COLLABORATION ZONES – ThinkTanks

2:05pm

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

learning environment.

Choose one of the following zones:

Zone 1. Finding Your Blue Ocean: How The Contact Center

Can Drive New Revenue in New Markets

FACILITATOR:

Valeria Sandei

Chief Executive Officer

Almawave, An AlmavivA Group Company

In a Red Ocean of globally stagnant economies and mature markets, enterprises try to gain profits on a competition-based, product/service low-pricing strategy (ultimately affecting market growth speed and shrinking margins). What valid alternative do we have to just trying to float, keeping our heads out of water, waiting for better times, which could take a while to come? Radical customer strategy rethinking! In this interactive session, we will explore finding a Blue Ocean to shape the evolution of the declining contact center industry, create and capture new markets and new market spaces. We will also address the ways in which value-based customer experience innovation can turn competition into constant production renewal & industry growth, and attract “non-customers”.

Key Take-Aways:

g Value-based innovation framework to create a new demand through a significant increase of value for both customers and companies

g Lessons learned: “first” is not necessarily “best”, but can help! g Ocean pitfalls: when does a Blue Ocean turn into a Red one?

A g e n d a

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MONDAY, APRIL 13, 2015

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Hosted by:

SPS GRAND PRIZE GIVEAWAY

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vendors, media, non-practitioners excluded. Must be present to win.

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Integrate. Collaborate. Accelerate.

(10)

Zone 2. Big Data: Big Insight or Big Deal? Ensuring New

Customer Contact and Back Office Insights Create

Enterprise Value, Not Noise

CO-FACILITATORS:

Mike Garner

Chief Customer Officer

Cicero

Tom Aiello

Senior Vice President, Sales

Cicero

Everyone seems to be talking about big data but few can clearly articulate what it is and what value it brings to their organization. As a leader in customer contact or the back office, you can change this perception by leveraging new data to deliver valuable operational insight. During this hands-on session we will examine the role of contact center and back office data in enterprise big data initiatives. We will also analyze use cases and identify recommendations to leverage the vast amounts of contact center and back office data to improve the customer and employee experience.

Key Take-Aways:

g Insight on contact center and back office data and its role in enterprise data initiatives g Tools to identify best practices in utilizing this new data

g Success factors for becoming a big data champion in your organization

Zone 3. Real Time Personal Engagement with Click to Chat

FACILITATOR:

Amit Shankardass

Executive Vice President, Marketing EWAP

Teleperformance

We are constantly challenged to provide cost effective, yet very personal, customer engagement. Click to chat is a channel that can accomplish this for sales, service and support. This session will examine the business case for click to chat, and provide best practices for the technology, people and processes that need to be in place to leverage chat for proactive web and mobile care.

Key Take-Aways:

g Fact-based insights on customer preferences and adoption of click to chat g Case Study: deploying chat to decrease cost of service while meeting customer needs

(customer satisfaction and reduced customer effort)

g Best practices for the deployment, use and enhancements of click to chat for sales, service and support

Zone 4. Getting Real Value from Customer

Experience Management: Making it Part

of the Boardroom Conversation

FACILITATOR:

Kathy Sobus

Director, Contact Center Consulting

SPS

Knowing your customers is important, but establishing competitive leadership in today’s market requires more than knowledge alone. Brands, products, and services are a blur in customers’ minds; leaders differentiate themselves with the customer experience that they deliver. Customer Experience Management is a broad domain, and many organizations struggle to create a discipline powerful enough to drive focus across the entire company. To grow revenue and gain new customers, you need a practice that turns customer loyalty into advocacy – by identifying relevant and timely information, and creating a cross-functional, company-wide, closed-loop customer experience management process.

Key Take-Aways:

g Metrics to use and how to weight them

g Identify an operational baseline, and establishing a repeatable practice that adds clarity and focus to customer interactions

g Guide to translating customer knowledge into real, monetized growth- a discussion fit for the boardroom

Zone 5. Building an ROI Model for Customer

Experience Investments

FACILITATOR:

Peter Wulfraat

Vice President

West

Building consensus that investing in your customer experience will improve profits, reduce costs, and retain & grow your customer base isn’t always as easy as it sounds. Showing and measuring the direct financial implications of your proposed strategy and associated IT investments can be a challenge. In this interactive session we will explore the ins-and-outs of building a financial business case to support IT investment, how to align IT spend with business needs, how to gain organizational support, and most importantly securing funding for your strategic customer service investments!

Key Take-Aways:

g Tips on ensuring alignment with corporate objectives, gaining buy-in and support for your strategy and proposed investment

g Best Practices on how to approach business case development – quantifiable financial impacts, soft benefits

g Insight on different pricing models and structures, and how they can affect your business justification

g Guide to approaches to big $$$ investments in technology – all at once? In stages? Timelines?

Zone 6. Customer Experience Journey Mapping: Designing

Services from Your Customers Perspective

CO-FACILITATORS:

Joe Buggy

Senior Vice President, Customer Lifecycle Management Practice

Sutherland Global Services

Andrew Swartz

Research Director, Sutherland Innovation Labs

Sutherland Global Services

This workshop will provide opportunity to analyze what makes a good and bad customer experience across different industries and brands. Attendees will participate in a journey mapping exercise by sharing their own stories and experiences to create 'mood walls’ that demonstrate good and bad examples. The skills and techniques required to then help an organization strategically manage their customers brand experience will also be identified.

Key Take-Aways:

g Guide to the lessons learned from other brands, good and bad, experiences g Identify the skills needed to fully understand your customers’ experiences g Assess the techniques and methods that can help strategically manage customer and

brand experiences

3:35pm Networking, Refreshment and Exhibition Break

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MONDAY, APRIL 13, 2015

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Featured Demonstration

Hosted by:

Tuesday – 6:15am

Wednesday – 6:30am

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!

REMINDER

SET YOUR ALARM!

(11)

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MONDAY, APRIL 13, 2015 – TUESDAY, APRIL 14, 2015

Attire

Athletic Gear - Workout Clothing, Sneakers TUESDAY, APRIL 14, 2015

GENERAL SESSION & EXHIBITION

Featured Demonstration

Hosted by:

4:05pm SUCCESS STORY – Using DocOps to Tap Into

Customer Insights Across the Enterprise

James Turcotte

Senior Vice President

CA Technologies

Business agility is essential in today’s application economy. While products are deployed faster than ever before, the technical information supply chain remains in the stone age. Delivering timely, relevant content to customers depends on breaking down information silos and tapping into customer insights across the entire breadth of the enterprise. Learn how the DocOps platform enables the agility, collaboration, and continuous information delivery needed to thrive in the application economy.

Key Take-Aways:

g Guide to understanding why breaking down information silos is critical in today’s application economy

g Framework for setting up a DocOps Platform to enable integration across the enterprise, collaboration, continuous content delivery, and so much more!

g Insight on how powerful DocOps analytics can dramatically improve the customer experience

4:45pm

Member Showcase

5:00pm

Session to Session Travel Time

CONCURRENT SESSIONS

5:05pm 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

INTERACTIVE – Ask the Experts! Panel Discussion

Digital-Enabled Customer Care: Realizing and

Operationalizing Innovation Opportunities

PANELISTS INCLUDE:

Satyam Kantamneni

Group Director, User Experience

Citrix

Craig Peters

Managing Director, Operations

Barclays

Daniel Theobald

Co-Founder and Chief Technology Officer

Vecna Technologies

Jim Tierney

Associate Vice President, Digital Strategy & Planning

Lincoln Financial

– FOLLOWED BY –

YOU SPEAK!

Have a great idea, best practice, lesson learned or success story of your own? All participants are welcome to submit a proposal for a 5-10 minute presentation, and join in the voting process as we choose and hear from “the best of the best”!

6:15pm Curious Cocktails

Featuring: The 30 Question Challenge

An Interactive, Thought-Provoking Networking Reception Where Everyone is a Contestant.

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

8:45am

Ice Breaker and TRANSFORMATIONAL

KEYNOTE – Customer Care Strategy in the

Digital Consumer Economy

Bob Taylor

Chief Customer Officer

Samsung SDS America

Growing consumer access to product information and pricing are a challenge to retailers who desire more in store purchases and greater loyalty both on and off line. One strategy has been to increase the triggering of purchase decisions by improving the customer experience. Bob will share the case study of a global retailer who embraced a knowledgeable consumer by deploying content based selling and arming its sales force with mobile tools resulting in an 8.4% improvement in loyalty (measured by purchases) and a decrease in returns of 46%. Bob will also discuss how Samsung SDS has utilized its innovation methods and mobility-driven technology, to drive measurably improved customer experience.

Key Take-Aways:

g Lessons learned about content based selling methods & tools g Guide to understanding how the ROI was both measured and achieved g Insight on the Samsung toolkit for mobile innovation

9:45am Frost & Sullivan Customer Contact Executive

MindXchange Advisory Board and Member Recognition

T U E S DAY, A P R I L 1 4 , 2 0 1 5 5:30pm

BEACH OLYMPICS

Hors d’oeuvres, Buffet Dinner and

Just Plain Beach Olympics Fun!

Beach Party featuring the

11th Annual Customer Contact

Attire:

Beach

Casual

(12)

9:50am

ASK THE EXPERTS! Panel Discussion

Is Anyone Listening? Proven Ways to Get the

Enterprise to Embrace the VoC and Make Strategic

and/or Systemic Change

MODERATOR:

Michael DeSalles

Principal Analyst, Customer Contact

Frost & Sullivan

PANELISTS INCLUDE:

Vickie Behan

Director Customer Service

Citi

Charles Cassar

Senior Global Consumer Care Manager eCommerce

Adidas

Steve Ellis

Senior Director, Customer Care

EyeMed

Peggy Hammergren

Director of Customer Delivery

T-Mobile

Scott Landry

Vice President, Global Customer Care

Akamai

Bob Simmonds

Senior Vice President, Global Managed Customer Relationships

Disney

The question at the core of every business is – what do customers really want and need that keeps them coming back? What are they telling us that help us provide them with better products, services, and a better experience? What are they not telling us directly, that if we listened and acted upon, would prevent them from taking their business elsewhere? VoC initiatives and programs have sprung up in enterprises of all types and sizes. The point of these initiatives is to capture and centralize information from multiple touch-points, analyze the unstructured data cost effectively and quickly, and then share the resulting information across the organization to improve business processes and the customer experience.

Key Take-Aways:

g Learn the tools and strategies being used to harness the voice of the customer (VoC) g See how VOC can build relationships and alliances across the enterprise to enact change,

and track/measure outcomes

g Tips & tricks for increasing the quantity/quality of customer feedback & marrying omni-channel insights

g Examples of using VOC to successfully collaborate across the enterprise

g Insight on how VOC can support an innovative culture & identify new opportunities for revenue growth and brand enhancement

10:30am Member Showcase

10:45am Networking, Refreshment, and Exhibition Break

CONCURRENT COLLABORATION ZONES – Peer Councils

11:15am

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: Forum for Seasoned

Customer Contact Executives with a Core Focus

on Strategy

MODERATOR:

Martin Hand

Chief Donor Officer

St. Jude Children’s Research Hospital

With all of the focus on Customer Experience, how do you make it a strategic part of the enterprise like other core disciplines and prove an ROI on various investments? How do you keep your team focused on running the business today while developing your plan for the future?

Key Take-Aways:

g Framework to integrate Customer Experience across the organization g Best practices for getting the organization rallied around improvements in

Customer Experience

g Examples that have created specific success factors in establishing a Customer Centric Culture

Zone 2. B2B2C: When Intermediaries Own Your

Customer Relationship

CO-MODERATORS:

Chris Keenan

Director, Governance and Operations

Bristol Myers Squibb

Kathleen Ritz

Associate Director, WorldWide Medical Contact Centers

Bristol Myers Squibb

Zone 3. From Customer Agent, to Customer Advocate

MODERATOR:

Cippy Seidler

Director, Contact Centers

Banner Health

Customer expectations for service are increasing yet, in many contact centers high agent turnover, budget cuts and lack of employee engagement make it increasingly difficult to meet those needs. The primary challenges that contact center leaders face is reducing attrition and building customer advocates from your current agent pool. This session focuses on strategies for developing an engagement plan that meets the needs of the agents rather than just the department’s needs. It is designed to create employee “vesting” in their role and results in a move from one that is largely transactional to one that is focused on building customer relationships.

Key Take-Aways:

g Actions for engaging the hearts and minds of your staff by focusing on their Journey (Moving beyond the dead-end job)

g Taking the A Train! Tools to move your staff from Agent to Ambassador to Advocate g Steps for creating an employee Road Map to establish employee expectations - It’s not

just about your expectations!

Zone 4. Continuous Process Improvement in

Customer Service

Patrick O’Grady

Director, Consumer Technical Support

Century Link

Where can you gain the greatest leverage to improve contact center operations? What should you have on your 2015-16 strategic plan 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

A g e n d a

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TUESDAY, APRIL 14, 2015

Attire

Featured Demonstration

Hosted by:

(13)

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Join the Discussion: www.frost.com/linkedincc

TUESDAY, APRIL 14, 2015 – WEDNESDAY APRIL 15, 2015

THE SOURCING CLINIC – WHAT, WHEN ANDWHERE:

Mapping Your Outsourcing Strategy and Shores

CO-FACILITATORS:

Stephen Loynd

Global Program Director, Customer Contact

Frost & Sullivan

Michael DeSalles

Principal Analyst, Customer Contact

Frost & Sullivan

Whether a novice or seasoned expert at outsourcing customer care, we know you value flexibility, sustainability, economy and choice when deciding how to serve your customers. What you may not know is how risky or prudent it is today to mix onshore, offshore and nearshore agent talent. Can outsourcers meet the needs of your Omni-channel customers? Can service providers give you access to educated, ethical, service-oriented, bicultural and bilingual talent with great affinity to North American values, products and service expectation – at a reasonable price?

Key Take-Aways:

g Guide to the strategies involved in deciding what to outsource, when to do it, and where?

g Insight on why outsourcers are choosing to locate in specific nearshore geographies g Gain “on the ground” insights from experienced service providers and industry analysts g Guide to understanding why certain care activities are best served from India and

the Philippines

g Examples of real-world successful deployments and expanded engagements

12:00pm

Food for Thought – Networking Roundtables

Hosted by Industry Leaders

1:00pm

Session to Session Travel Time

CONCURRENT COLLABORATION ZONES – Roundtables

1:05pm

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. Applying Customer Service Techniques to the

‘Internet of Things’

CO-FACILITATORS:

James Bednar

Director, Global Client Solutions

Sitel

Kimberly Davis

Director, Global Product Marketing & Americas Marketing

Sitel

Connected devices or "the Internet of Things" has changed the way in which enterprises do business providing a catalyst for new markets, new products, new services, and new areas of growth. Hospitals can monitor and regulate pacemakers from a distance and utility companies can proactively adjust temperatures and lighting in homes based on customer preferences. This phenomenon is also poised to change the customer service industry. It is revolutionizing customer care by alerting companies of issues before they become problems which better enables organizations to proactively service their customers. How does this change the customer service landscape? Does it open doors to targeted cross-selling and upselling? Will it lead to increased complexity?

Key Take-Aways:

g Guide to the ways the Internet of Things is changing the customer service landscape g Insight on ideas for ways to leverage the Internet of Things to enhance the customer

experience and identify new opportunities

g Framework of the customer service challenges (hiring, staffing, training) organizations will face

Zone 2. How to Know What You Don’t Know: New Horizons

for ‘Small Data’

FACILITATOR:

Rob McDougall

President & Chief Executive Officer

Upstream Works

Big Data in the contact center continues to be filled with the promise of the silver bullet. However, business leaders continually find that getting the information they need is expensive, filled with un-auditable data, and slow to perform. Tackling your biggest business problems poses a challenge even for the best leadership team: find out the key pieces of information you need to collect to break big data into small data, and answer your burning questions in a timely manner.

Key Take-Aways:

g Steps to make your KPI data actionable and lessons learned on what to capture to make information relevant and timely

g Insight to take advantage of the sources you have and learn where you need to augment g Framework to answer the questions you don’t know you have

Zone 3. Increasing Employee Engagement: A Purpose-Driven

Loyalty Strategy

CO-FACILITATORS:

Mike Marrow

Chief Executive Officer

Qualfon

John Yanez

Chief Operating Officer

Qualfon

Do you want to deliver employee tenure rates two times the industry average? Who doesn't? A lack of employee engagement is often to blame for the high agent attrition rates that can be found in contact centers all around the world. Join us to discover powerful loyalty strategies that will help you to connect with your employees in ways that drive an increase in both engagement and tenure.

Key Take-Aways:

g Engagement drivers that impact employees at work and beyond

g Approaches that start with the employee in mind—rather than the company g Best practices for designing programs that serve people and their purpose in life g Ways to create a shared purpose between employees and companies g Tips for triggering loyalty in centers of excellence

Zone 4. Smarter Engagement – Data-Driven Insights for

More Personal, Productive, and Predictable

Customer Engagement

FACILITATOR:

Scott Hays

Vice President, Global Solutions Marketing

Verint

Innovative companies are raising the bar on customer experiences, exceeding the expectations of their customers and making things tough for their competitors. Join this interactive session, where we’ll discuss how organizations can optimize customer engagement to drive outcomes like greater customer loyalty, more operational efficiency, and increased revenue.

Key Take-Aways:

g Best practices for using context to reduce customer effort and employee effort g Recommendations for delivering consistency across all interaction channels g Ideas for incorporating analytics into the everyday work of customer service agents

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