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CXFUSION 2018 AGENDA

Download the CXFusion AppGet access to more detailed session descriptions, speaker bios, and network with conference attendees. For download instructions go to cxfusion.com/app.

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Agenda AdviceNeed more help deciding which sessions to attend? Visit the MaritzCX information counter to get advice on which sessions best suit you.

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STAGE

GREENROOM

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MARIPOSA BALLROOM23,380 sq. ft.

ELEVATOR

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6,527 sq. ft.

1,064 sq. ft.

2,984 sq. ft.

2,513 sq. ft.

1,815 sq. ft. 1,713 sq. ft. 1,302 sq. ft.

1,760 sq. ft. 1,656 sq. ft. 1,238 sq. ft.

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MARIPOSA BALLROOM23,380 sq. ft.

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CYPRESS EXECUTIVE LOUNGE

6,527 sq. ft.

1,064 sq. ft.

2,984 sq. ft.

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1,815 sq. ft. 1,713 sq. ft. 1,302 sq. ft.

1,760 sq. ft. 1,656 sq. ft. 1,238 sq. ft.

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KEYNOTES

• Digital Data Collection • Employee Experience Monitoring • Platform Updates • Research Services

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1,852 sq. ft. 1,926 sq. ft. 2,950 sq. ft. 2,998 sq. ft.

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1,852 sq. ft. 1,926 sq. ft. 2,950 sq. ft. 2,998 sq. ft.

1,817 sq. ft.

459 sq. ft.

1,818 sq. ft.1,578 sq. ft.

530 sq. ft.

369 sq. ft.

669 sq. ft.

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BREAKOUTS

BREAKOUTS BREAKOUTS

®Own The Street

IMPACTMOBILEMOTIVATION SOLUTIONS®

35:00pm-6:00pm Happy Hour | CX Solutions Networking Hall (Orovada Ballroom - Plaza Level)

3:30pm-5:00pm Workshops (Level One)

11:00am-5:00pm Event Check-in | CX Solutions Networking Hall (Orovada Ballroom - Plaza Level)

1:30pm-3:00pm Workshops (Level One)

Welcome to CXFusion 2018!Thank you for choosing to attend this year’s CXFusion conference! I look forward to the discussions about your experiences, and meeting with many of you. This year’s conference promises to be different from years past—for one, we are at a wonderful new location. Our theme is “Driving Enterprise CX” and the focus of the conference will revolve around driving insights and outcomes for you, your company, and your customers. It is our mission to help you generate high-value insights through new and proven techniques. Again, welcome to CXFusion 2018 from me and my team! MIKE SINOWAY PRESIDENT & CEO, MARITZCX

TUESDAY, APRIL 10

Why do feelings matter to CX? How can you leverage this knowledge to improve your CX program’s ROI? In this workshop, we’ll walk you through how emotions affect CX, ways you can use emotions to drive action, and some real-life case studies where this has been done well.

How Feelings Affect CX and What You Can Do About It

Understand how to create dashboards and reporting that convey a story to front-line employees, managers, and C-level executives alike. This will be a working session for those already running a CX program both on and off the MaritzCX Platform.

Creating Dashboards and Reports that Drive Individual Behavior and Improvement

Customer Journey mapping is a strategic CX tool, but one that is often not fully appreciated for the value it can bring to a CX program. This is a hands-on workshop to help you learn how to approach your customer journey mapping efforts strategically, such that the journeys can be used as the baseline for development of your CX strategy. JOSHUA

10Journey Mapping: Infusing the Customers’ Point of View into the Foundation of Your CX Strategy

Stacy Bolger, Sr. Director, Strategic Consulting, MaritzCX

JOSHUA9The best customer-centric organizations are those that adapt to their customers quickly. Discover how to create

and implement action plans based on what your customers are begging you to do.Driving Actionable CX Programs Jennifer Rubin, Sr. Director, Solution Strategy, MaritzCX

Lisa London, Director, CX Consulting, MaritzCXMichelle Turner, Sr. Director, Product Management and Marketing, MaritzCX

Eleanor Telling, Director, Solution Design, MaritzCX

Our CXEvolution benchmark dataset has been refined to easily derive best practices and a business case that’s unique to each industry. This working session will describe the four stages of CX success and help you identify impactful ways to take your CX strategy and program to the next level.

CXEvolution: CX Success for Everyone

Lisa London, Director, CX Consulting, MaritzCX

JOSHUA8

JOSHUA10

In this workshop, you’ll learn best practices around driving survey responses and learn hands-on how to design mobile-friendly questionnaires and invitations. We’ll share validated techniques around invitation and survey design and teach you how to update your existing templates in the MaritzCX platform.

The Art of Designing Successful Surveys Using the Latest Best Practices

Ted Saunders, Product Manager, MaritzCXKarel Mette, Creative Director, MaritzCX JOSHUA

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As customer experience becomes the key battleground for today’s companies, a new set of organizational skills and capabilities is needed. This interactive workshop will explore Bain’s perspective on the requirements for success in a CX-driven world.

Winning With Customer Experience Stan Swinton, Partner, Bain & Company

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4 #CXFUSION

CXFUSION 2018 AGENDA

11:25am-12:10pm Breakout Sessions (Level One)

WEDNESDAY, APRIL 11

Making it Happen: Implementing a Next-Level CX Feedback StrategyMichael Dufault, Global Head of Market Research, BNY MellonSue Ferrari, Vice President Quality Management, Voice of Client, BNY MellonNo CX program is an island. There are many systems, processes, and people necessary to grow and be successful. BNY Mellon will talk about their strategic approach to evolving their client feedback program across six channels, more than ten business lines, and multiple regions in less than 12 months.

Creating the World’s Best Closed-Loop ProgramHamish Wood, Sr. Customer Experience & Insights Partner, SPARKLearn how SPARK developed a closed- loop program that engaged their front-line teams, leveraged their data that was not always trustworthy, and created a responsive team that was more personal and engaging.

What’s Your CX ROI?Lisa London, Director, CX Consulting, MaritzCX Stacy Bolger, Sr. Director, Strategic Consulting, MaritzCXA new take on our industry-first assessment, tied explicitly to financial results. CXEvolution has been refined to deliver deeper insights and a business case while remaining clear and concise. Evaluate your program and learn how to take it to the next level.

Supercharge Your Customers’ Experiences by Leveraging Employee Engagement and Culture BuildingJason Macedonia, Sr. Director, Employee Engagement Services, MaritzCXKristina Glynn, Product and Solutions Director, CultureNextThis demo will help you see how MaritzCX and Maritz Motivation Solutions are changing the landscape of building a framework to engage employees and monitor the culture in an effort to build company culture.

Location Delivering CX Transformation or CX Stagnation?Faith Adams, Customer Experience Analyst, ForresterIn this session, Faith will discuss not only how to establish and grow your Voice of the Customer, but also how to prove the various benefits of what a program can offer your organization.

Turning the Boardroom into CX ActivistsKate Woodcock, Sr. Director Customer Advocacy, VMWareWhat’s the point in customer experience measurement programs, if you don’t have the participation of the Executive team?

Delivering Superior CX While Maintaining Effective OversightBryan Comite, Managing Director, Business Performance Improvement, ProtivitiJason Roberts, Managing Director, Internal Audit & Financial Advisory, ProtivitiJoin us to discuss a Protiviti and North Carolina State University survey about Executive Perspectives on Top Risks for 2018, and why 7 of the top 15 risks are related to customer experience.

What’s New at MaritzCXBryan Rhodes, VP, Product Management, MaritzCXStacy Bolger, Sr. Director, Strategic Consulting, MaritzCXLearn about the exciting advances in our technology and research services. These new products and features are sure to help you improve your programs and ROI.

Bring Your CX program to Life with VideoMatt Marontate, Vice President, Sales, LivingLensAndrew Mitchell, Global Commercial Director, LivingLensLivingLens will share how to capture content within your CX survey and how to unlock the insight in peoples’ stories. The session will give you examples of how to add value with video to generate insight, drive action through storytelling, and engage employees through sharing customer stories.

7:00am-8:20am Eat + Connect (Orovada Ballroom - Plaza Level)

8:30am Keynotes | Main Hall (Mariposa Ballroom - Level Two)

10:00am Break | CX Solutions Networking Hall (Orovada Ballroom - Plaza Level)

10:30am-11:15am Breakout Sessions (Level One)

12:10pm Eat + Connect (Orovada Ballroom - Plaza Level)

Mike Sinoway, President and CEO, MaritzCX Delivering Enterprise CX. We are walking around with bags of diamonds and complaining that our load is too heavy. As CX professionals, we focus too often on collecting more data, and driving more precision, while rushing past the incredibly valuable insights that are available. The future of enterprise CX is not creating more insight, but enabling our organizations to act on the insights we already generate.

Adam Alter, Researcher of Behavioral Economics, AuthorUnexpected Forces That Shape How We Think, Feel, and Behave. How do even the smallest environmental cues affect our behavior? How does the world around us—the weather, colors, geography and location—affect our moods and social interactions? Adam Alter offers a groundbreaking look into the complex relationship between environmental features and our thoughts, feelings, and actions.

Jonathan Wyatt, Managing Director and Global Head of Digital, ProtivitiThe Importance of Optimizing CX Capabilities on Your Path to Digital Maturity. Organizations across the board are being forced to adapt to rapidly changing digital technologies. Providing a standard product or service is no longer good enough. Organizations need to understand and engage with customers in increasingly innovative and complex ways, or face extinction.

BREAKOUT SESSION (JOSHUA 10) BREAKOUT SESSION (JOSHUA 9) BREAKOUT SESSION (JOSHUA 7, 8) BREAKOUT SESSION (JOSHUA 1) INTERACTIVE SESSION/DEMO (JOSHUA 2)

Organizing for Continuous Improvement – the Agile CX OrganizationJason Barro, Partner, Bain & Company To deliver exceptional customer experiences, companies must learn to organize around customer episodes. Adopting this “episode management” approach enables deep customer understanding, and can deliver continuous improvement of the customer experience.

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2:50pm Break | CX Solutions Networking Hall (CX Solutions Networking Lounge) (Orovada Ballroom - Plaza Level)

3:20pm-4:10pm Panels (Level One)

2:05pm-2:50pm Breakout Sessions (Level One)

1:10pm-1:55pm Breakout Sessions (Level One)

WEDNESDAY, APRIL 11 CONTINUED

Evolution of TELUS’ Customer Feedback ProgramStavros Davidovic, Manager, Feedback & Recovery Management, TELUS From inception to implementation, hear how TELUS’ Customer Feedback Program reached new heights of success by focusing on each user experience, and a comprehensive follow-up strategy.

Driving a Consistent, Customer-Centric ExperienceJenny Wilson, Business Specialist, ValeroLearn how Valero relied on multiple data sources, centered on mystery shopping, to demonstrate that delivering a consistent experience increases sales.

Transforming Insights Into Action: Incentive Programs Get It DoneCameron Conway, VP and GM of Sales Effectiveness Solutions, Maritz Motivation SolutionsYou’ve conducted the research, tallied the results. Unfortunately, actually implementing new strategies can be tricky. Learn how incentive programs can help your organization embrace change to quickly and efficiently deliver value.

Empowering Front-line EmployeesAaron Jensen, Product Manager, MaritzCXBryan Rhodes, VP, Product Management, MaritzCXHow do you motivate and empower front-line employees with reports and dashboards to drive action and deliver results? New tools and resources will help you get information to the right people at the right time.

Research Survey Design Results. Survey Says...Ted Saunders, Product Manager, MaritzCX Roddy Knowles, Director, Product and Research, Research Now SSI This session will share the results of a MaritzCX recent research on research project on scale presentation. Learn why traditional ways of presenting scales in online research have become problematic for survey takers using mobile devices.

Simple. Smart. Driven. Build & Execute a CX Strategy in an ROI-Driven WorldDiane Magers, CEO, Customer Experience Professionals Association (CXPA) This session will teach you how to embed a CX benefit structure into your internal processes while discovering the art and science of tracking benefits and realizing and avoiding common CX challenges.

Fostering Customer-Centricity through Curiosity and ConflictNinita Ekstrand, Member Experience Architect, WSECULooking for a way to stoke passion for the customer throughout your organization? Let’s talk about leveraging curiosity to develop CX advocates. And the imperative next step, making the most of their engagement through meaningful dialogue and healthy conflict.

Benefiting from BenchmarkingShawn St. Clair, Director, Syndicated Research, MaritzCXMichelle Turner, Sr. Director, Product Management and Marketing, MaritzCXWith benchmarking now available on the platform (or off), leverage data from MaritzCX. Go beyond your industry and compare against different industries vying for your customers’ attention.

The Future of Front-Line EmpowermentGary Morris, Solution Consultant, MaritzCXGet a first look at the much-anticipated release of MaritzCX Dashboards and Reports delivery flexibility at scale for all field reporting requirements.

This panel will discuss how companies are incorporating multiple forms of feedback into their listening programs from web, SMS, to IVR, and real-time location-based surveys or intercept surveys on corporate websites and apps.

The Future of Feedback

4:20pm-5:20pm Keynotes | Main Hall (Mariposa Ballroom - Level Two)

6:30pm-11:00pm Conference Dinner Party + Cirque Du Soleil’s “O” (Aria South Primrose Veranda and Bellagio “O” Theatre) This year’s conference party—included with your admission—is Cirque du Soleil’s “O”, an aquatic tapestry of artistry, surrealism, and theatrical romance.

Turning Insights into Action With the MaritzCX PlatformSam Kearl, Solution Consultant, MaritzCXJohn Wells, Solution Consultant, MaritzCXSee the latest updates to the MaritzCX Action and Alerting Platform. With continuing demand to turn CX Insights into real CX actions. We will highlight those capabilities with case studies and best practices for delivering a world- class, action-based program.

JOSHUA10

This panel will discuss how call centers must evolve and move away from their traditional strategy to become organizations where the Voice of the Customer is top-of-mind, and action is immediate.

Making the Voice of the Customer Top-of-Mind Within the Call Center

JOSHUA9

This panel will discuss how to supplement your current data by using additional techniques and research analysis to deliver even deeper customer insight.

Creating More Actions on Insights With Research

JOSHUA8

BREAKOUT SESSION (JOSHUA 10) BREAKOUT SESSION (JOSHUA 9) BREAKOUT SESSION (JOSHUA 7, 8) BREAKOUT SESSION (JOSHUA 1) INTERACTIVE DEMO (JOSHUA 2)

Barry Kirk, VP, Loyalty Strategy, Maritz Motivation Solutions Evolving Your CX Lens: A Human-Centered Engagement Framework: How we think about addressing CX challenges is often unknowingly influenced by the biases of our own “lens” or mental model. What is the advantage of viewing CX instead through the eyes of customers and employees? We’ll explore a new behavioral science-based framework for driving engagement.

Alistair Mutch, Head of Research Operations, Royal Bank of Scotland The Power of Closed-Loop VoC Done Right. Royal Bank of Scotland’s head of research operations shares why VoC programs need to have a clear plan for how results are used, otherwise, they’ll miss the mark. Alistair will make the case for closed-loop and share how to create a closed-loop VoC system that’s spot on.

Stavros Davidovic, TELUS Peter Narog, Xcel Energy Tyler Skillen, Impact Mobile

Beth Erikson, Wells Fargo Bill Isaacson, US Cellular Walter Good, PinPoint Research Ian Gruber, Blue Shield of California

Kim Martin, FedEx Scott Allen, SunTrust Michelle Kittrell, American Family Insurance Roddy Knowles, Research Now SSI

Accelerating the Success of Your Enterprise CX Initiatives: MaritzCX executives take the stage to announce new solutions to help accelerate the success of enterprise CX programs.

6 #CXFUSION

CXFUSION 2018 AGENDA

6:00am-7:00am Elite 5K Fun Run (Aria Front Lobby) Sponsored by

7:00am-8:20am Eat + Connect (Orovada Ballroom - Plaza Level)

8:30am-9:15am Breakout Sessions (Level One)

9:25am-10:10am Breakout Sessions (Level One)

THURSDAY, APRIL 12

10:10am Break | CX Solutions Networking Hall (CX Solutions Networking Lounge) (Orovada Ballroom - Plaza Level)

10:40am-12:00pm Keynotes | Main Hall (Mariposa Ballroom - Level Two)

12:00pm-1:30pm Eat + Connect (Orovada Ballroom - Plaza Level)

Charlotte Blank, Chief Behavioral Officer, MaritzHelpful versus Creepy: Data Transparency in Customer Recommendations. In this era of Big Data, brands are increasingly able to target consumers with custom messaging and product recommendations. What does this mean for privacy; and when it comes to data sharing, what are the new rules of etiquette? As CX practitioners, we all want to be on the right side of the “helpful versus creepy” spectrum.

Michael Massimino, Former NASA Astronaut Passion and Perseverance. Drawing from personal stories of inspiration, innovation, teamwork, and leadership from his experiences in one of the greatest and most dangerous jobs someone can have—NASA astronaut, Mike will help you understand the value of having passion for what you and perseverance in overcoming insurmountable trials and achieving goals.

10 Ways to Reboot Your CX ProgramDave Fish, CEO and Founder, CuriosityCXReframe what VoC is all about by using storytelling and specific communication engagement to reboot the metric backbone of your CX program.

Expanding into CX Digital ChannelsPeter Narog, Manager, Customer Insights, Xcel EnergyHear from Xcel Energy on how they evolved their channel strategy incorporating new initiatives in the ever-changing world of CX. Learn how they approached app, text, website, and email channels. Listen in as they share lessons learned and successes in capturing more refined feedback.

Leveraging Digital ChannelsTed Saunders, Product Manager, MaritzCXThom Martin, Solution Consultant, MaritzCXA broad digital overview of the current trends in the industry and at MaritzCX. How to bring the best of digital into your program.

MaritzCX Interactive Dashboards: Showing all Channels of Customer ExperienceAllen Rosenfeld, Solution Consultant, MaritzCXGet an up-close look at the interactive dashboards tuned and designed for the most experienced analysts. This demo session will also highlight the latest benchmark standards from our latest benchmarking studies.

Bullseye! Designing and Implementing a Closed-Loop VoC System That’s Right on TargetAlistair Mutch, Head of Research Operations, Royal Bank of ScotlandVoC programs need to have a clear plan for how results are used, otherwise, they’ll miss the mark. Join us to learn how to create a closed-loop VoC system that’s spot on.

Driving the Customer Experience at the Intersection of LX and AIBarry Kirk, VP, Loyalty Strategy, Maritz Motivation SolutionsJesse Wolfersberger, Sr. Director, Decision Sciences, Maritz Motivation SolutionsAs consumers demand more from their interactions with brands, innovation is going to require more tweaks to the mechanics of the traditional loyalty program. Loyalty Experience (LX) and Artificial Intelligence (AI) provide the sign-posts to shifting your loyalty strategy.

Aligning Your Organization Around CXStacy Bolger, Sr. Director, Strategic Consulting, MaritzCXMary Barnidge, Client Success Director, MaritzCXLearn how to engage and align your entire organization around the same CX goals and standards and ensure that your CX program is delivering the intended results. Identify barriers you and your organization face, learn to overcome them, and avoid common missteps to ensure your CX program is both adding and driving value across the company.

Embedding VoC and CX Into Company and Employee GoalsJennifer Rulon, Customer Experience Manager, Indiana Farmers InsuranceHear how Indiana Farmers Insurance includes customer experience metrics in every associates’ goals, less than three years after they began their Voice of the Customer program. Hear examples of what they measure, how they track results, and the best practices they observe.

CX Data Management for the Enterprise Made EasyBryan Fernandez, Director, Product and Solutions EMEA, MaritzCXSee how the new CXWorkflow suite of tools helps enterprise clients quickly and effectively address the most demanding data needs for validation, structuring, cleaning, and combining data for use in CX programs in an automated, easy and straightforward manner.

CX Measurement Re-EnvisionedMargot Asiri, Strategic Initiatives Manager, Chevron Federal Credit UnionThis session will teach you how to embed a CX benefit structure into your internal processes, while discovering the art and science of tracking benefits, and realizing and avoiding common CX challenges.

BREAKOUT SESSION (JOSHUA 10) BREAKOUT SESSION (JOSHUA 9) BREAKOUT SESSION (JOSHUA 7, 8) BREAKOUT SESSION (JOSHUA 1) INTERACTIVE SESSION/DEMO (JOSHUA 2)

THANK YOU TO OUR SPONSORSPLATINUM

Maritz Motivation Solutions helps companies drive growth by unlocking people potential through consumer loyalty, employee engagement and sales incentive programs. Maritz programs strengthen relationships and improve our clients’ business results by making customers more loyal to a brand, employees more engaged in their workplace and salespeople motivated to sell. For more than a century, the Maritz brand has been synonymous with exceptional service, quality and innovation. Leveraging unsurpassed industry experience, decades of behavioral science research and a proprietary approach to data and decision sciences, Maritz can motivate human performance like no other company in the world. Today, more than 100 million people participate in client programs representing industries including hotels, airlines, pharmaceutical, automotive and financial services.

Protiviti is a global consulting firm that delivers deep expertise, objective insights, a tailored approach and unparalleled collaboration to help leaders confidently face the future. Protiviti provides consulting solutions that support business, operations, technology, finance, data, analytics, governance, risk and internal audit to our clients through our network of more than 70 offices in over 20 countries. Protiviti supports clients in creating consistent customer experiences through a focus on aligning people, processes, and technology to brand promises at every customer touchpoint. We have served more than 60 percent of Fortune 1000® and 35 percent of Fortune Global 500® companies. Protiviti is a wholly owned subsidiary of Robert Half (NYSE: RHI). Founded in 1948, Robert Half is a member of the S&P 500 index.

MOTIVATION SOLUTIONS®

GOLDBain & Company is the consulting firm the world’s business leaders come to when they want enduring results, and a partner who cares as much as they do about getting them. Together, we find value across boundaries, develop insights they act on, and energize their teams to sustain success. We’re passionate about always doing the right thing for our clients, our people and our communities, even if it isn’t easy.

SILVER

PinPoint Research is the leader in Voice Based Survey ™ and Call Center voice transcription and analytic data processing for the customer experience (CX) enterprise market. Our proprietary hosted IVR survey platform and speech transcription and analytics technology solutions power the largest global brand’s surveys and voice data collection, enabling real-time voice of the customer and CX solutions for call center and retail global applications.

Impact Mobile is a tier-1 text messaging aggregator and mobile engagement leader based in Canada, with U.S. and global reach.

Research Now SSI is the global leader in digital research data for better insights and business decisions. The company provides world-class research data solutions that enable better results for more than 3,500 market research, consulting, media, healthcare, and corporate clients. Research Now SSI operates globally with locations in the Americas, Europe, and Asia-Pacific, and is recognized as the quality, scale, and customer satisfaction leader in the market research industry. For more information, please go to www.researchnow.com and www.surveysampling.com.

BRONZE

HorizonCX, leverages its expertise to improve operational and financial outcomes for early to advanced CX maturity businesses by helping uncover customer insights that lead toward tangible business and financial results.

LivingLens enables the capture and analysis of video responses from within CX programs, unlocking the insights in peoples stories to inspire decisions.

INDUSTRY ASSOCIATIONS

The ICSA is the only non-profit professional organization dedicated to promoting the professional development of customer service providers. We are the leader in recognition of both individuals and organizations that provide superior customer experiences.

The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards.

SPONSORS

Critical Mix provides easy access to high-quality global target audiences, survey programming and data visualization services to help companies around the world make smarter business decisions. For more information call 1-800-651-8240or email simplify@criticalmix.com

KnowledgeHound is a search-driven analytics platform that enables anyone to find answers and tell stories with their customer survey data.

IS YOUR CX ALIGNED WITH BUSINESS STRATEGY?

DIGITALIZATION

CUSTOMER CENTRICITY

& KEEPING PACE WITH EMERGING RISKS

protiviti.com

Operations & Process Enhancement

Customer Experience Audit

Technology & System Advisory

CX Data Analysis & Advisory

SERVICES

© 2018 Protiviti Inc. An EOE M/F/D/V. PRO-0318

EMBRACE THE X FACTORMove the needle using the science of human behavior

What makes people act?

What inspires them to change their behavior for the better?

Whether they’re your best customers, your employees or your sales force, we apply cutting-edge principles of behavioral and decision sciences to solve the most pressing issues your company faces.

Visit us in the CX Solutions Networking Lounge or go to

maritzmotivation.com to learn more.

Elevate your loyalty experience

Improve your employee experience

Enhance your sales experience

Pin Point offers Voice Driven Research™, integrating real-time IVR surveys, voice data collection and hosting, automated transcription of call center voice recording and voice analytics capturing the true voice and sentiment of the customer:

www.pinpointresearch.com

• Highly customizable IVR surveys leveraging Voice Recognition technology & multi-modal sampling

• Cost efficient and scalable resulting in more CX data

• Expert consulting on call center API integration of survey and operational data

• Integrated real-time voice auto-transcription, offering unequaled accuracy and cost savings

• Voice Analytics solutions include acoustic sentiment and transcription accuracy scoring

• Rule based, real-time alerts & call transfer enabling escalation for case management solutions

• Certified MaritzCX Partner, with platform API data integration and over 20 years of customer success partnership

IVR VOICED BASED SURVEYS™ ARE THE PREFERRED SURVEY MODE FOR CALL CENTER FEEDBACK

Don’t Miss The Panel Discussion on: Wednesday, April 11, 2018 3:20-4:10pm

“Making the Voice of the Customer Top-of-Mind Within the Call Center”

Call centers must evolve and move away from their traditional strategy to become organizations where the Voice of the Customer

is top-of-mind, and action is immediate.

Shared Ambition, True Results

We work as one firm.

At Bain, we work seamlessly together as one firm to serve our clients wherever they need us. We have 55 offices in 36 countries around the world. We make our collective knowledge, experience and global network available to our clients.

www.bain.com

ResearchNow.com | SurveySampling.com© 2018 Research Now Group, Inc. All rights reserved.

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NOTES