leveraging customer contact as a strategic asset · sales & marketing kim dans vice president,...

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Leveraging Customer Contact as a Strategic AssetApril 23 - 26, 2017 | Fort Lauderdale Marriott Harbor Beach Resort & Spa | Fort Lauderdale, FL

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

13th Annual

C u s t o m e r C o n t a c t , E a s t :

P a r t o f o u r 2 0 1 7 I n t e r n a t i o n a l C u s t o m e r C o n t a c t E x e c u t i v e M i n d X c h a n g e S e r i e s

Executive 75%

Management19%

6%OtherExecutive (Vice President,

Director)

EXECUTIVE PROFILE / WHOWILL PARTICIPATE

*please note this profile is based on past Executive MindXchange events.

WHYYOU MUST ATTEND1. Digital Transformation is Ushering in an Era of

Unprecedented Change - Ignore this at your peril. Be the one to lead your company into the future and develop a roadmap to ensure your organization is not left behind.

2. Today’s Consumer Has Complex Communication Needs - Their customer experience is of paramount importance to your organization’s market leadership. Be the company that lives up to its expectations and proactively engage your customers in the delivery channels they want, and with the personalization, empathy and transparency they demand.

3. Automation is Accelerating - Organizations today are now shifting their focus from labor-intensive communication services to amore diversified set of platform-based, technology-driven services. Keep pace with the advancements, know when to hit the trigger, andget ready for the disrupters still to come.

4. There is a People Revolution - Expect your future workforce tobe radically different. Today’s employees have changed the game withregard to what attracts them to a company, what motivates their peak performance, and what makes them stay and grow with you. Come up with the right game plan to ensure you have the talent in place that will propel your customer experience to the next level.

5. You Still Have to be “All That” - Amidst all the disruption, the innovation, and consumer upheaval comes the unabated demand for you and your team to be operationally efficient and effective. Plan for the “must have” people, process, and technology you need in order to meet the expectations placed on you by senior management.

AN INTERACTIVE EXPERIENCE LIKE NO OTHER...Collaborate, Collaborate, Collaborate: Engage in strategic conversationswith customer care and experience executives, guaranteed to generate new ideas!

Relax, Have Fun and Make New Friends: Keep your contact list buildingand engines at high rev, while enjoying over a dozen unique networking events!

Take Control of Your Outsourcing Strategy: Stop by the Sourcing Clinicwhere top-level outsourcing analysts, subject-matter experts and savvyproviders will share best practices and lessons learned in leveraging outsourcingfor innovation and transformation.

See forYourself: Join us for a tour of Royal Caribbean’s contact center andsee how they do it, and do it well!

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

An Event Shaped by a Community of Your Peers!

Frost & Sullivan extends its appreciation to the following Advisory Board Membersfor their expertise and valuable support in ensuring the agenda delivers relevantand valuable content.

13TH ANNUAL CUSTOMER CONTACT, EASTEXECUTIVE MIND CHANGEADVISORY BOARD

91% of surveyed participants recommend sending 2 or more teammembers based on the amount of networking opportunities and rangeof content being delivered.

www.frost.com/linkedinCC

n Join our growing community of customer contact, customer experience, andoperations executives seeking and sharing new ideas and creative approachesto common challenges. Network with Vice Presidents, Directors and SeniorManagers of:

• Call Centers

• Contact Centers

• Customer Analytics

• Customer Care

• Customer Contact

• Customer Experience

• Customer Satisfaction and Loyalty

• Customer Service

• Customer Strategy

MORE CONTENTTHAN ONE PERSON CAN HANDLE

• Customer Support

• Operations

• Quality Assurance

• Sales & Marketing

Kim DansVice President, Member ExperienceWeight Watchers

Brian FlaggDirector, Customer ServiceMedtronic

Yamila HarrisIT Director, Global Contact Center Services Hewlett Packard Enterprise

Jim LeMereDirector, Insurance Operations Customer Contact CenterNorthwestern Mutual

Stephen LoyndGlobal Program DirectorDigital Transformation PracticeFrost & Sullivan

Kim SchiselCustomer Service DirectorSchreiber Foods Inc.

Jose VergaraChief Customer OfficerMcKesson

Heidi VerseDirector, Consumer AffairsOceanX

#CCFrost

2

Fort Lauderdale Marriott Harbor Beach Resort & Spa

LOCATION, LOCATION, LOCATION

Pristine, oceanfront location with unbeatable views and close proximity to theairport, the perfect setting for a mix of business and pleasure.

3

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

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

www.frost.com/linkedinCC#CCFrost

SCHEDULE-AT-A-GLANCE

Zone 1. Raising the Bar on Customer Care | Zone 2. Delivering Value to the Organization | Zone 3. Leveraging Modern Customer Contact Channels

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.

SATURDAY, APRIL 22, 2017 | ARRIVAL DAY

7:00pm Suggested Arrival TimeArrive Saturday to participate in Sunday's Networking Activities

SUNDAY, APRIL 23, 2017 | NETWORKING DAY

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.9:00am Segway Food Tour 10:00am Sip, Sail & Treasure Hunt 3:15pm Sponsor Workshop 4:45pm Sponsor Registration & Orientation Reception6:00pm Speaker & Thought Leader Orientation 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 findparticipants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30pm Party Under The Palms Networking Reception

MONDAY, APRIL 24, 2017 | GENERAL SESSION AND EXHIBITION

7:30am Registration, Continental Breakfast, and Exhibition8:00am WELCOME and KEYNOTE – Positive Change: How Contact Center Executives can Ignite the Organization and Move Beyond the Status Quo 9:20am SUCCESS STORY – Leading Your Company into the Future with a Transformational Customer Experience 9:50am Networking, Refreshment, and Exhibition Break10:20am CONCURRENT COLLABORATION ZONES - CASE HISTORIES

Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

Choose one of the following zones:

11:15am Session to Session Travel Time

11:20am 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 leadingsponsors – both intense and fulfilling.

12:35pm 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.

1:40pm Session to Session Travel Time1:45pm 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.


3:10pm Networking, Refreshment, and Exhibition Break

FROST & SULLIVANVISIONARY INSIGHT – Artificial Intelligence & the Changing Nature of Customer Engagement – FOLLOWED BY –

Zone 1. Building Brand Trust:The Art of Caring for and About Your Customer

Zone 2. Leveraging Customer Insight to Drive Customer Experience and NPS

Zone 3. The Reinvention of Chat as a Channel

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES:

Zone 4. Developing and Managing Superior Agents | Zone 5. Customer Journey Strategy and Implementation | Zone 6. Delivering Smart Service

Zone 4. The Mastery and De-mystification of Workforce Management

Zone 5. Renewing the Customer Journey Zone 6. Enterprise-Wide Successes: Mining Contact Center Data to Drive Improvements and Capture Opportunities

( OR )

PARTICIPANT MEET-UPSKeep your networking engines revving! Participants will gather byindustry, business model, and contact center size for hosted conversation on shared dynamics

Zone 1. Leveraging Analytics to Personalize the Customer Experience

Zone 2. Customer Experience Innovation: Finding Opportunity in Digital Disruption

Zone 3. Right Channeling Self-Serve:Developing a Cost/Benefit Analysis

Zone 4. Measuring and Managing the Omni Channel Agent Experience

Zone 5. An Action Plan for Engaging the Organization in the Customer Journey

Zone 6. The Nuts and Bolts of Re-engineering Business Processes and its Impact on the Customer Experience

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


SCHEDULE-AT-A-GLANCEMONDAY, APRIL 24, 2017 | GENERAL SESSION AND EXHIBITION

3:40pm 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 leadingsponsors – both intense and fulfilling.

4:55pm Session to Session Travel Time5:00pm REALWORLD INSIGHTS – Mapping a 3-5 Year Plan for the Customer Contact Center 5:30pm Four Truths and a Lie Networking Reception

TUESDAY, APRIL 25, 2017 | GENERAL SESSION AND EXHIBITION

6:15am Early Risers Run/Walk8:00am Continental Breakfast and Exhibition8:45am ICE BREAKER AND KEYNOTE – Calculating the Wins and Losses of Customer Engagement for the Enterprise 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition 9:55am Ask the Experts! Panel Discussion – C-Suite Influential: Developing Savvy Career Skills to Elevate Your Role in the Organization10:50am Networking, Refreshment, and Exhibition Break11:20am CONCURRENT COLLABORATION ZONES - PEER COUNCILS

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


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.

1:25pm Session to Session Travel Time1:30pm CONCURRENT COLLABORATION ZONES - THINKTANKS

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


3:00pm Networking, Refreshment, and Exhibition Break3:30pm CONCURRENT SESSIONS ANDTHE OUTSOURCING CLINIC –

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

4:15pm Session to Session Travel Time4:20pm 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.


5:20pm Concurrent Collaboration Zones Conclude5:45pm Beach Party Featuring The 13th Annual Customer Contact Beach Olympics

Zone 1. Charting Your Course on the Customer Experience Maturity Curve

Zone 2. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives

Zone 3. Living the Day to Day: A Forum for Contact Center Operations Managers

Zone 4. Contact Center Optimization on a Shoestring

Zone 5. B2B Nuances: Platforms and Processes to Optimize Business Developmentand Relationships

THE FIX –Crowdsourcing Tactical Solutions to Our Most Vexing Challenges

( OR )

Zone 1. Reducing Customer Effort: Building a Model for the Easy Button

Zone 2. Attain Real Business Value and Fast ROI Across All Your Digital Channels

Zone 3. Back to the Future:Creating an Extraordinary IVR Experience

Zone 4. Intelligent Agents: Building Competencies During Digital Transformation

Zone 5. Sentiment Does Not Equal Action: How an Effective Customer Engagement Dashboard Drives Better Business Outcomes

SUCCESS STORY – Social Media Customer Service:StubHub's Best Practices for Building Brand Loyalty andAvoiding and Resolving Social Media Crises in the Public Eye

BEST PRACTICES – Executing on a B2B Tiered Service Strategy

Zone 1. Moving the Needle: Driving the Organization's Strategy via the Voice of the Customer

Zone 2. Applying Analytics to Reduce Customer Attrition and Revenue Compression

Zone 3. Deliver Effortless Customer Service at Scale viaMessaging, Artificial Intelligence and Chatbots

Zone 4. Leading Multi-Generational Customer Contact Teams

THE OUTSOURCING CLINIC – The A-Zs ofTransforming How You Deliver Customer Care( OR ) ( OR )

Zone 6. Making Change Happen

5Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs


SCHEDULE-AT-A-GLANCEWEDNESDAY, APRIL 26, 2017 | GENERAL SESSION, EXHIBITION, AND SITE TOUR

8:30am Continental Breakfast and Exhibition

9:10am KICKOFF AND KEYNOTE – Reengineering Contact Centers and Organizational Processes 10:15am CASE HISTORY – Building and Gaining Economies of Scale 10:45am Networking, Refreshment, and Exhibition Break

11:15am THE CASE – Crowdsourcing a Business Case Template for Investing in Next Generation Capabilities

11:45am INSIGHTS AND IDEA ROUNDUP12:15am CONTENT FORTHE 13THANNUAL CUSTOMER CONTACT EAST CONCLUDES

ROYAL CARIBBEAN SITETOUR AND EXECUTIVE ROUNDTABLE1:00pm ROYAL CARIBBEAN SITE TOUR – Shuttle Check In. Lunch will be provided.3:30pm CUSTOMER ENGAGEMENT LEADERSHIP COUNCIL EXECUTIVE ROUNDTABLE4:30pm Royal Caribbean Site Tour and Executive Roundtable Conclude (Shuttle Transportation to Fort Lauderdale Marriott Harbor Beach Resort and Spa)

93% of Surveyed Participantswould recommend this event to their colleagues and/or peers.

MAXIMIZEYOUR NETWORKING


Segway Food Tour 9:00am

Join us on a segway food tour! We'll roll (literally) through picturesqueBirch State Park, taking time to stop for awe-inspiring ocean views andenjoy food tastings along the way at local Ft. Lauderdale eateries.Lunch and transportation are included. Participant Fee: $75

Sunday, April 23, 2017

Join us on “Tranquility”, a state of the art 40 ft catamaran, while we createunforgettable memories together. We'll network, listen to some tunesand sip on wine, while taking in breathtaking views of the grand mansionsand mega yachts on Millionaire's Row. Along the way, we'll be making aspecial stop at a private beach where we'll embark on our own treasurehunt! Lunch and transportation are included. Participant Fee: $75

This end-user/practitioner networking activity is your opportu-nity to identify – right out of the gate – those peers who sharechallenges similar to your own. It's a great way to findparticipants who have thought leadership you can benefit fromand to facilitate later dialogues throughout the event.

Sip, Sail & Treasure Hunt 10:00am

Participant Meet ‘n’ Greet: 6:45pm

Four Truths and a LieNetworking Reception 5:30pm

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

Monday, April 24, 2017

Early Risers Run/Walk6:15am

Hors d’oeuvres, buffet dinner and just plain Beach Party fun!Gear up for a night of Olympic games on the beach. Top teamswill be draped in Gold, Silver & Bronze! Dinner will be served. Participation in the games is not required.

Tuesday, April 25, 2017


Party Under The PalmsNetworking Reception 7:30pm

Meet your fellow peers and colleagues and enjoy a littleconversation & cocktails, under the palms, as we get excitedfor the days ahead!

Beach Party FeaturingThe 13th AnnualCustomer Contact Beach Olympics5:45pm

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

Hosted by:

Hosted by:

Hosted by:



SATURDAY, APRIL 22, 2017 | ARRIVAL DAY

7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activities

SUNDAY, APRIL 23, 2017 | NETWORKING DAY

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

9:00am Segway Food Tour Join us on a segway food tour! We'll roll (literally) through picturesque Birch State Park, taking time to stop for awe-inspiring ocean views and enjoy food tastings along the way at local Ft. Lauderdale eateries. Lunch and transportation are included.

10:00am Sip, Sail & Treasure Hunt Join us on “Tranquility”, a state of the art 40 ft catamaran, while we create unforgettable memories together. We'll network, listen to some tunes and sip on wine, while taking in breathtaking views of the grand mansions and mega yachts on Millionaire's Row. Along the way, we'll be making a special stop at a private beach where we'll embark on our own treasure hunt! Lunch and transportation are included.

3:15pm Sponsor Workshop4:45pm Sponsor Registration & Orientation Reception6:00pm Speaker & Thought Leader Orientation6:45pm 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 Party Under The Palms Networking Reception Meet your fellow peers and colleagues and enjoy a little conversation & cocktails, under the palms, as we get excited for the days ahead!

MONDAY, APRIL 24, 2017 | GENERAL SESSION AND EXHIBITION

7:30am Registration, Continental Breakfast, and Exhibition

WELCOME AND KEYNOTE8:00am Positive Change: How Contact Center Executives can Ignite the Organization and Move Beyond the Status Quo

James LloydPresident9 Screens

SUCCESS STORY9:20am Leading Your Company into the Future with a Transformational Customer Experience

9:50am Networking, Refreshment, and Exhibition Break

Past Participants from the Financial Services Industry

AGENDA

SATURDAY - MONDAY, APRIL 22-24, 2017

Zone 1. Raising the Bar on Customer Care | Zone 2. Delivering Value to the Organization | Zone 3. Leveraging Modern Customer Contact ChannelsZone 4. Developing and Managing Superior Agents | Zone 5. Customer Journey Strategy and Implementation | Zone 6. Delivering Smart Service

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.

ATTIRERECOMMENDATIONS KEY:

Casual - Jeans, T-shirt,Comfortable Shoes

Business Casual - Button-DownShirt, Trousers, Dress

Athletic Gear - WorkoutClothing, Sneakers

KEYTAKE-AWAYS:g Insight on the critical part of change that we controlg Success factors in integrating new divisions or companies while retaining

productivity and engagementg Case history: The unique role played by management in transforming the culture

at a 2000 employee call centerg Bonus: When the teacher becomes the student – powerful lessons learned from

my first Frost & Sullivan Executive MindXchange

SESSION ABSTRACT:In this interactive keynote session on Change, James Lloyd unpacks his theorythat most companies excel on the business-side of change, but remain woefullyinadequate on the human-side of change. The strategies offered in this sessioncan serve as a guide to better understanding the challenges of change, whileproviding proven effective solutions.

Hosted by:

Hosted by:

Hosted by:

Registration ItemsHosted by:

Featured DemonstrationHosted by:


Beach Chic - Cargo or BermudaShorts, Sundress, Flip-Flops


Past Participants from the Consumer Goods & Retail Industry


AGENDA

MONDAY, APRIL 24, 2017

CONCURRENT COLLABORATION ZONES - CASE HISTORIES10:20am Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.


Zone 1: Building Brand Trust: The Art of Caring for and About Your Customer

CASE HISTORYWITH:Alex MesaVice President, Member ServicesLifeLock

MODERATOR:Mike MarrowChief Executive OfficerQualfon

Zone 2: Leveraging Customer Insight to Drive Customer Experience and NPS

CASE HISTORYWITH:Jeff HowellVice President, Customer Experience & Client RelationsPivotal Home Solutions, a Southern Company

MODERATOR:Greg SherryVice PresidentVerint

Zone 3: The Reinvention of Chat as a Channel

Zone 4: The Mastery and De-mystification of Workforce Management

Zone 5: Renewing the Customer Journey

Zone 6: Enterprise-Wide Successes: Mining Contact Center Data to Drive Improvements and Capture Opportunities

CASE HISTORYWITH:Matt ZurcherSenior Vice President, Customer CareHome Advisor

MODERATOR:Ambrosio RingorVice President, Client Experience24-7 InTouch

11:15am Session to Session Travel Time

KEYTAKE-AWAYS:g Case study showcasing how customer and employee feedback help drive

operational excellence and workforce optimization g Examples of how to leverage post-call and post-visit surveys, 3rd party

provider surveys, annual employee surveys, and employee meetings to supportNPS objectives

g Blueprint for a strategy to leverage feedback channels for actionable customer experience changes - and drivers for a 360 degree customer experience feedback loop

g Insight into determining and implementing performance metrics the drive behaviors and results for areas including sales, customer retention and quality management

SESSION ABSTRACT:A well thought out customer experience strategy includes knowing,empowering, and connecting with customers and employees. During thisinteractive session we’ll share creative practices that you can use in yourorganization to drive operational excellence, elevate customer experience,increase revenue and optimize the workforce. Hear how this division of aleading Fortune 500 company drives customer experience excellence byincorporating actionable intelligence from its customer experience, engagementmanagement, and workforce optimization initiatives.

KEYTAKE-AWAYS:g Insight on the importance of standardizing data collection for consistency

across your entire companyg Guide to how data uncovers pain points in the customer journeyg Blueprint for driving ROI through your customer experience

SESSION ABSTRACT:Using over-complicated data leaves you with the noise, not the signal.Companies that make their contact center insights a priority make smarterbusiness decisions by personalizing each interaction. Information about howconsumers use a product, opinions on quality and other Voice of the Customermetrics are critical in evolving a customer care strategy. Join us for a freshperspective on harvesting your contact center data, giving you a betterunderstanding of your consumers through customer journey mapping.


Past Participants from the Information & Communication Technologies Industry


AGENDA


CONCURRENT SESSIONS11:20am

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.

FROST AND SULLIVANVISIONARY INSIGHTArtificial Intelligence & the Changing Nature of Customer EngagementStephen LoyndGlobal Program Director, Digital ExperienceFrost & Sullivan

SESSION ABSTRACT:Technology is imbedding itself into everything, influencing and disrupting our lives in profound ways. The relationship between human beings and technology is being transformed before our eyes. The era of immersive techno-consumerism and the high customer expectations that come with it has arrived.

This session will be examining themes such as:• The effects of exponential technological change on customer engagement • In 2017, it’s about technology more than globalization• The emerging world of immersive experiences

PARTICIPANT MEET-UPSKeep your networking engines revving! Participants will gather by industry, business model, and contact center size for hosted conversation on shared dynamics.

• Small Contact Centers • Energy & Power• B2B Organizations • Financial Services & Banking• Healthcare, Pharmaceutical & Biotech• Industrial & Manufacturing• Information & Communication Technologies• Consumer Goods, Services & Retail

12:35pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussion on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.

1:40pm Session to Session Travel Time

CONCURRENT COLLABORATION ZONES - ROUNDTABLES1:45pm Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.


Zone 1: Leveraging Analytics to Personalize the Customer Experience

FACILITATOR:Jacob BrittSenior Manager, Business DevelopmentAceyus

– OR –

KEYTAKE-AWAYS:g What's visionary?g How much disruption may we soon see?g How should companies reposition for the future?

– FOLLOWED BY –

Hosted by:

KEYTAKE-AWAYS:g Insight into how aggregating customer interaction data from multiple platforms and

channels can provide a competitive advantage and drive profitability g Strategies for understanding customer behaviors and how to personalize the

customer experience g Approaches for leveraging technologies that can drive long-term customer engagementsg Best practices for addressing the critical cross-organization efforts that provide the

foundation for success

SESSION ABSTRACT:Organizations are realizing that business advantages lie hidden in their massivetroves of customer data. But how can you convert this voluminous data intoactionable customer insights? Learn how to take advantage of this data andleverage omni channel capabilities to build sustainable engagement strategiesfor your customers.


AGENDA



Past Participants from the Healthcare Industry

KEYTAKE-AWAYS:g Specific guide to immediate, short, and long-term costs and benefits g Tips and tricks for effectively performing cost/benefit analyses g Blueprint for an important and simple equations for figuring out return

on investment

SESSION ABSTRACT:Everyone knows what ROI stands for and that we should make purchasesaccording to how much of it we stand to receive… we all know that, right?Maybe not! Sometimes customer service ROI models can get confusing and the true costs/benefits get lost somewhere between a signed contract andimplementation. This highly interactive session will provide detailed steps tobuilding a ROI model that you understand and can replicate.

KEYTAKE-AWAYS:g Key findings on why companies are pursuing transformation initiatives and the

key business metrics g Framework for how companies collect and harmonize empirical evidence to

make data-driven decisionsg Guide to what companies are doing to bring measurable change to

business processes

SESSION ABSTRACT:The steps to business process re-engineering are well established, but how do you decide what to tackle, establish goals and measure progress? How doyou demonstrate that change was beneficial? Discover how companies today are using more empirical data than ever to drive business decisions and how modern analytics can be used to identify, focus and deliver value-based transformation.


– OR –

KEYTAKE-AWAYS:g Insights into consumer preferences for digital interactiong Guide to the required behaviors to deliver around this disruptiong Framework of the practices to empower front line staff to deliver in this environmentg Best practices for harnessing this digital disruption

SESSION ABSTRACT:We live in an era of great digital disruption; from mobile to social, from AI to VirtualAgents. Throw in changing consumer expectations and generational shifts, and you havea perfect storm. It can be both a challenge and an opportunity. With the right insightand plan, digital disruption can create an opportunity to engage with our customers in adeeper more meaningful way. In this interactive session we will dive into what are thedisruptors and how to harness the impact of chat bots, mobile, virtual assistants, AI andthe other digital disruptors. We will discuss the methods to empower our front linestaff to better support customers. And, we will better understand the behaviors of ourcustomers and how to adapt to their changing behaviors.

Zone 2: Customer Experience Innovation: Finding Opportunity in Digital Disruption

FACILITATOR:Amit ShankardassExecutive Vice President, MarketingTeleperformance

Zone 3: Right Channeling Self-Serve: Developing a Cost/Benefit Analysis

Zone 4: Measuring and Managing the Omni Channel Agent Experience

Zone 5: An Action Plan for Engaging the Organization in the Customer Journey

Zone 6: The Nuts and Bolts of Re-engineering Business Processes and its Impact on the Customer Experience

Co-FACILITATORS:Tom Aiello Neil CraneSenior Vice President, Worldwide Sales Director of Product StrategyCicero Cicero


CONCURRENT SESSIONS –3:40pm 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.

THE FIX – Crowdsourcing Tactical Solutions to Our Most Vexing ChallengesShare your smarts! Choose between eight themed brainstorming sessions and crowdsource solutions to the most vexing challenges facing customer experience and customer contact today. These are twenty minute rapid fire sessions with four rotations. First come, first serve, so choose wisely! Each brainstorm group will build upon the other to build a list of readily operationalized ideas to these common challenges.

Choose one topic for each of the four rotations:

The Fix on Investing to Lower Attrition

The Fix on NPS

The Fix on Sales vs. Service

The Fix on Data Privacy

The Fix on Improving Agent Retention

The Fix onAgent Training

The Fix onWork at Home Agents

The Fix on CRM


Past Participants from the Government & Non Profit Industry


AGENDA

MONDAY, TUESDAY, APRIL 24 - 25, 2017


SUCCESS STORY5:00pm Mapping a 3 – 5 Year Plan for the Customer Contact Center

5:30pm 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.

TUESDAY, APRIL 25, 2017 | GENERAL SESSION AND EXHIBITION


ICE BREAKER AND KEYNOTE8:45am Calculating the Wins and Losses of Customer Engagement for the Enterprise

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

ASK THE EXPERTS! PANEL DISCUSSION9:55am C-Suite Influential: Developing Savvy Career Skills to Elevate Your Role in the Organization

PANELISTS INCLUDE:Mary HillManager, Social Media & Customer ServiceStubHub

10:50am Networking, Refreshment, and Exhibition Break

CONCURRENT COLLABORATION ZONES - PEER COUNCILS11:20pm Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.


Zone 1: Charting Your Course on the Customer Experience Maturity Curve

MODERATOR:Mark SimoncelliGlobal Director, Growth Implementation SolutionsFrost & Sullivan

Zone 2: Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives

Zone 3: Living the Day to Day: A Forum for Contact Center Operations Managers

TUESDAY 6:15AMEARLY 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!

REMINDERSET YOUR ALARM!


Raj SivasubramanianSenior Manager, Global Customer InsightseBay


KEYTAKE-AWAYS:g Guidelines on the maturity of the customer experience capabilities by

leveraging the shared experiences of the participants g Insight into how other organizations are progressing on the customer

experience journeyg Opportunity identification on where and what to focus your resources on

SESSION ABSTRACT:Where is your company positioned on the CX maturity curve in relation toother organizations? Contact Centers, as the epicenter of all types of customerinteractions are playing a strong role in integrating and aligning organization'smarketing, sales and service capabilities. This session draws upon insightsderived from the attendees having completed the CX Maturity Tool to illustratethe trends (strengths and improvement areas) across the various customerexperience capabilities. Link to Tool:http://ifrost.frosttest.com/ContactCenterCXSurvey


Past Participants from the Energy & Power Industry


AGENDA

TUESDAY, APRIL 25, 2017

Zone 4: Contact Center Optimization on a Shoestring

MODERATOR:Rich PalomboDirector, Contact Center OperationsNorthwell Health

Zone 5: B2B Nuances: Platforms and Processes to Optimize Business Development and Relationships

MODERATOR:Justin NuzumSenior Manager, Customer SupportCitrix

Zone 6: Making Change HappenMODERATOR:Steve EllisSenior Director, Customer CareEyeMed

12:15pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussion on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.


CONCURRENT COLLABORATION ZONES - THINKTANKS1:45pm ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.


Zone 1: Reducing Customer Effort: Building a Model for the Easy Button

Zone 2: Attain Real Business Value and Fast ROI across All Your Digital Channels

FACILITATOR:Rob McDougallChief Executive OfficerUpstream Works

KEYTAKE-AWAYS:g Framework for change management g Pragmatic ways to drive associate adoption of change g Insight on how to measure change readiness

SESSION ABSTRACT:Change is the only constant: Mergers, acquisitions, consolidations, systemsinvestments, process changes all have a common thread; they pose changes toyour organization and if you people are not ready to adopt the change therewill be pain. This interactive session will uncover how to get your people readyfor change, so you can maximize ROI.

Hosted by:

KEYTAKE-AWAYS:g Key findings from our recently published customer effort surveyg Use case on how self-service helped reduce customer effortg Insight on best practices in reducing effort

SESSION ABSTRACT:Do you know how much effort your customers are exerting when they areengaging with customer support? Or how long it takes for your customers toget a resolution to an issue? Learning how to reduce effort will help withcustomer retention and with future cost savings. Interactions recentlyconducted a survey to analyze customer effort to better understand consumerpain points and where companies are falling short.

KEYTAKE-AWAYS:g Insights on key elements of an omni channel strategy that normalizes the

customer experience and drives real business valueg Best practices for improving agent and customer engagement across all digital

channels with full cross channel visibilityg Guide for performance management and business outcome tracking across all

interactions, focusing on customer outcomes rather than channel metricsg Case history on where the ROI is in an omni channel approach that includes

agents, customers and the entire organization

SESSION ABSTRACT:Improving and optimizing customer engagements across all digital channelsrequires a unified and consistent approach. Join us to discover strategies andbest practices that will help you realize real business value and fast ROI througha true omni channel connected customer approach.

KEYTAKE-AWAYS:g Key differentiators and challenges of a B2B support organization versus B2C –

what are the solutions? g Guide to the innovations that allow the B2B organization to find value in a

successful care organizationg Mechanics for delivering a superior service experience in the B2B world

SESSION ABSTRACT:We live in a world where the customer service bar is typically set by the B2Corganizations, which play in a space of their own. When running a B2B servicecenter, what can we learn from these B2C giants and how can we raise the barourselves? This interactive session focuses on the key service challenges takenon by B2C organizations and how support teams within these organizationscan overcome these challenges to make business impact.


Past Participants from the Travel & Hospitality Industry


AGENDA


Zone 3: Back to the Future: Creating an Extraordinary IVR Experience

Zone 4: Intelligent Agents: Building Competencies During Digital Transformation

FACILITATOR:Kathy SobusLOB Leader, Customer ExperienceSPS

Zone 5: Sentiment Does Not Equal Action: How an Effective Customer EngagementDashboard Drives Better Business Outcomes

FACILITATOR:Cary CusumanoManager, Customer Experience Strategy & DesignVerizon


KEYTAKE-AWAYS:g Tips to avoid the pitfalls of “convenient” datag Actions YOU need to take to drive engagementg Guide to the two types of “problem” customers and how to address themg Tips and tricks to get the most from your best customer engagement assets

SESSION ABSTRACT:Many businesses are adept at measuring customer satisfaction, but few havea clear view of how to measure engagement. It’s the difference betweenwhat customers are saying and what they are doing. In this interactivesession, we’ll examine why augmenting your current customer satisfactionmetrics with measures of customer engagement will provide you withactionable insights to increase advocacy, enhance your brand, and cementloyalty among your repeat customers.

Featured Demonstration Hosted by:

KEYTAKE-AWAYS:g Guide to the competencies that will be required in the not so distant future –

including the drivers, and why this discussion is critical to have now g Framework for recruiting, training, budgeting/ timing, market drivers and

technological influencesg Action plan on how to transform their current workforce

SESSION ABSTRACT:Customers expect more from agent interactions than in previous years. Theroutine Q&A can be discovered using other sources (like the web or mobileapps) without contacting the center. When the customer “arrives” in yourcenter, they are more educated, self-diagnosed in some cases, and have anexpectation that your company understands all they’ve done prior to their“arrival”. Therefore, a transformation in our centers has to take place; but howcan we adjust? What are those steps that will be necessary to move us to amore intelligent workforce during this era of digital transformation?


Past Participants from the Manufacturing Industry


AGENDA


CONCURRENT SESSIONS AND OUTSOURCING CLINIC3:30pm

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

SUCCESS STORYSocial Media Customer Service: StubHub's Best Practices for Building Brand Loyalty and Avoiding and Resolving Social Media Crises in the Public EyeMary HillManager, Social Media & Customer ServiceStubHub

BEST PRACTICESExecuting on a B2B Tiered Service Strategy

THE OUTSOURCING CLINICThe A-Zs of Transforming How You Deliver Customer CareCo-FACILITATORS:Stephen Loynd Michael DeSallesGlobal Program Director, Digital Experience Principal Analyst, Digital Transformation – Customer ExperienceFrost & Sullivan Frost & Sullivan


KEYTAKE-AWAYS:g Guide to why social care is so important and insight on building loyalty with

your customers via this channelg Framework to put your Social fires swiftly and effectively in order to protect

your brandg Guide to the two types of “problem” customers and how to address themg Insight on building the right team and using the right tool to provide Social

customer service

SESSION ABSTRACT:Customer Care on a Social Media channel can seem overwhelming. Thissession will focus on the case study of StubHub and how this organizationhas built brand loyalty via Social Media. Learn about the successes andpitfalls of providing Social Care in the public eye and what techniques haveproven most successful.

KEYTAKE-AWAYS:g Guide to strategies involved in deciding what to outsource, when to do it,

and whereg Insight on why outsourcers are choosing to locate in specific near

shore geographiesg “On the ground” insights from experienced service providers and well-traveled

industry analystsg Guide to understanding why certain care activities are best serviced from

specific locations (India and the Philippines, for example)g Examples of real-world successful deployments and expanded engagements

SESSION ABSTRACT:Whether a novice or seasoned expert at outsourcing customer management,we know you face an array of questions. How risky or prudent are variousonshore, offshore, and near shore strategies? Can outsourcers meet theneeds of today’s omni channel consumer? Can service providers give youaccess to educated, ethical, service-oriented, bicultural and bilingual talent ata reasonable price?

– OR –

– OR –


Past Participants from the Automotive Industry


AGENDA


CONCURRENT COLLABORATION ZONES - BEST PRACTICES4:20pm 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.


Zone 1: Moving the Needle: Driving the Organization's Strategy via the Voice of the CustomerZone 2: Applying Analytics to Reduce Customer Attrition and Revenue Compression

FACILITATOR:Bryce EngelbrechtVice President, Data Solutions & AnalyticsiQOR

Zone 3: Deliver Effortless Customer Service at Scale via Messaging, Artificial Intelligence and Chatbots

Zone 4: Leading Multi-Generational Customer Contact Teams

5:20pm Concurrent Collaboration Zones Conclude

BEACH PARTY5:45pm Featuring The 13th Annual Customer Contact Beach Olympics

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 throughoutthe night and our top teams will be draped in Gold, Silver & Bronze!

KEYTAKE-AWAYS:g Key findings from our recently published customer effort surveyg Framework for approaching realistic predictive models with customer datag Tools for identifying and classifying at-risk customers and revenueg Blueprint for intervention modalities and trade-offsg Best practices for moving from prediction to applied analytics for intervention

SESSION ABSTRACT:Do you use predictive analytical models for customer churn? Are they reliable,and how do you use them to intervene at the right time (and right frequency)with the right interaction model to keep customers in the buying cycle? Join usfor interactive dialogue at an operational, customer-focused level to understandthe analytical considerations for using customer retention prediction andintervention models that work.

KEYTAKE-AWAYS:g Guide to preparing your organization for the conversational world of

commerce via Messaging, Chatbots and AIg Insight on how to create a customer experience foundation of highly

personalized, hyper segmented, and 100% customer focused experiencesg Framework for scaling outbound service volume on customer preferred

messaging channels

SESSION ABSTRACT:Messaging apps are forcing digital customer service to evolve and there aredistinct advantages to being on these channels. Is your business prepared forthis? This interactive session will uncover how customer service organizationsare preparing to enter the conversational world of service via Messaging,Chatbots and Artificial Intelligence


AGENDA

WEDNESDAY, APRIL 26, 2017

WEDNESDAY, APRIL 26, 2017 | GENERAL SESSION, EXHIBITION AND SITE TOUR


KICKOFF AND KEYNOTE9:10am Reengineering Contact Centers and Organizational Processes

CASE HISTORY10:15am Building and Gaining Economies of Scale10:45am Networking, Refreshment, and Exhibition Break

THE CASE11:15am Crowdsourcing a Business Case Template for Investing in Next Generation Capabilities

INSIGHTS AND IDEA ROUNDUP11:45am Implementing the Best, Brightest and Boldest Ideas from the Program

MODERATOR:Mark SimoncelliGlobal Director, Growth Implementation SolutionsFrost & Sullivan

Participants at each Customer Contact Executive MindXchange come away with a wealth of key learnings and it can be a challenge to take it all in. During this interactive session, members of the Customer Contact Speaker Faculty and Advisory Board will highlight the most important themes, key take-aways and lessons learned they can be readily operationalized once you are back in the office.

12:15pm Content for the 13th Annual Customer Contact, East: A Frost & Sullivan Executive MindXchange Concludes

ROYAL CARIBBEAN SITETOUR AND EXECUTIVE ROUNDTABLE1:00pm Royal Caribbean SiteTour – Shuttle Check In. Lunch will be provided.

3:30pm Customer Engagement Leadership Council Executive Roundtable

4:30pm Royal Caribbean SiteTour and Executive Roundtable Conclude (Shuttle Transportation to Fort Lauderdale-Hollywood International Airport & Fort Lauderdale Marriott Harbor Beach Resort and Spa)



Customer EngagementLeadership Council

Frost & Sulliva n

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Are the people in your world todaybringing new perspectives and sharinginsights from other industries?

To stay competitive in your world ofcustomer engagement, spend time withothers who have charted the course.

The Customer Engagement LeadershipCouncil by Frost & Sullivan offers aunique opportunity to connect year-round with action takers and forwardthinkers from across industries.

Join the Customer Engagement LeadershipCouncil, and:

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16


SPONSORS


24-7 Intouch is a global contact centeroutsourcing company that delivers customizable,quality-driven, customer service solutions, across

all industry segments. Using the most advanced technology, comprehensiveinsights, and brand specialists for each account, 24-7 Intouch is able to provide amultichannel approach, via voice, live chat, e-mail and social media management.www.24-7intouch.com

Aceyus Intelligence provides real-time reporting, historicalreporting and analytics for enterprise-level contact centers.We integrate data from multiple sources, vastly improvingvisibility into the customer journey. Enhanced omni-channelinsight and our flexible, user-friendly reporting capabilitieshelp businesses understand and manage their customer and

agent experiences.www.aceyus.com

Alorica is a leading provider of insanely great customerexperiences for the world’s biggest brands. We’re in thebusiness of helping people answer questions, solve

problems, and make informed choices. From customer acquisition and sales, tocustomer care and support, we offers a seamless customer experience across allservice channels.www.alorica.com

AmplifAI is the emerging productivity platform forperformance focused contact centers. Connectedto every individual, metric, and business activity,

amplfiAI’s powerful and intuitive AI never stops developing employee performance.By transforming the development, engagement, and motivation of the millennialworkplace, AmplifAI is revolutionizing contact center performance.www.amplifai.io

Arise is a pioneer of on-demand customermanagement technology and business processoutsourcing. Our cloud-based platform provides avirtual network to connect primarily work-at-home

service professionals running small call center businesses to companies needingcontact center and other business services. Arise provides a superior customerexperience for innovative enterprises from startups to Fortune 500.www.arise.com

Aspect helps companies deliver remarkable customerexperiences across every conversation and channel -through a single, elegant software platform. As theglobal leader in customer engagement solutions andcloud hosting services, our unified interaction

management, workforce optimization and back-office solutions seamlesslyorchestrate people, processes and touch points.www.aspect.com

Atento is the largest provider of customerrelationship management and business process

outsourcing (CRM BPO) services in Latin America, based on revenues. Atento isalso a leading provider of nearshoring CRM/BPO services to companies that carryout their activities in the United States. Since 1999, the company has developedits business model in 13 countries where it employs 150,000 people. Atento hasover 400 clients to whom it offers a wide range of CRM/BPO services through multiple channels.www.atento.com

Cicero provides process analytics andautomation solutions that help organizationsisolate process issues and automate employee

tasks in the contact center and back office. By realizing and removing the barriersto productivity, customers such as Nationwide and UBS use Cicero solutions tobuild enterprise value by improving performance, reducing cost, and transformingthe employee and customer experience. www.ciceroinc.com

Enghouse Interactive delivers technology andexpertise to maximize the value of every customerinteraction to over 10,000 companies. The companydevelops a comprehensive portfolio of customer

interaction management solutions. Core technologies include contact center,attendant console, predictive outbound dialer, knowledge management, IVR and callrecording solutions that support any telephony environment, on premise or in the cloud.www.enghouseinteractive.com

Five9 is a leading provider of cloud contact center software,bringing the power of the cloud to thousands of customersand facilitating more than three billion customer interactionsannually. Since 2001, Five9 has led the cloud revolution in

contact centers, helping organizations of every size transition from premise-basedsolutions to the cloudwww.five9.com

At Genesys we have been dedicated to helpingorganizations of all sizes deliver exceptionalcustomer experiences. For over 25 years, we’ve

delivered customer engagement, employee engagement, and business optimizationsolutions that have enabled great customer relationships and business results.www.genesys.com

HGS provides business process management (BPM)services from traditional voice contact centers todigital, back-office, and marketing solutions. With40,000 employees in 66 worldwide locations, HGS

expertise spans industries that include telecommunications and media, healthcare,insurance, banking, consumer electronics and technology, retail, consumerpackaged goods, and the public sector.www.teamhgs.com

inContact's powerful cloud-based solutions helptoday's contact centers create profitable

customer experiences and optimize the quality and effectiveness of everycustomer interaction. www.incontact.com

Interactions is a leading provider of speech andnatural language technology that enablesbusinesses and consumers to engage in

productive conversations. With flexible products and solutions designed to meetthe growing demand for unified, multichannel customer care, Interactions isdelivering significant cost savings and unprecedented customer experience forsome of the largest brands in the world.www.interactions.com

iQor is a global provider of BPO and product supportservices. We partner with many of the world’s best-known brands to deliver aftermarket product and

customer support solutions that span the consumer value chain, from customercare and receivables management to product diagnostics and repair services.www.iqor.com

LogMeIn’s customer engagement solutions givecompanies new ways to reach and support today’sconnected customer. Their live chat, multichannel and

remote support solutions, BoldChat and Rescue, provide a better overallcustomer experience, improve conversions, build loyalty and boost CSAT likenever before.BoldChat.com | LogMeInRescue.com

amplifAI

™


SPONSORS


Pegasystems develops strategic applications for sales,marketing, service and operations. Pega’s applicationsstreamline critical business operations, connectenterprises to their customers seamlessly in real-time

across channels, and adapt to meet rapidly changing requirements. Pega’s Global500 customers include the world’s largest and most sophisticated enterprises.For more information, please visit us atwww.pega.com

Pipkins Inc., founded in 1983, is the leading supplierof workforce management software and services tothe call center industry, providing sophisticatedforecasting and scheduling technology. Pipkins

forecasts and schedules more than 300,000 agents in over 700 locations acrossall industries worldwide. They are headquartered in St. Louis, Missouri.www.pipkins.com

PTP collaborates with leading businesses todevelop and implement results-driventechnology solutions that transformcustomer experience. By pairing decades ofindustry experience with a technology

agnostic approach, PTP stays connected to your business drivers while enablinga 360° view of the customer to increase engagement enterprise wide acrossmarketing, sales and service. PTP understands how to optimize technology andbusiness processes to be a competitive advantage and breakdown silos to buildcustomer connections through seamless, end-to-end, omni-channelcommunicationwww.ptpinc.com

Qualfon is a business process outsourcingcompany and a provider of contact centerservices. Qualfon's success dates back to 1995

and spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., and thePhilippines. With industry-leading retention rates, Qualfon's employees stay longer-providing you high-quality services at a lower price.www.qualfon.com

We make a phone call effortless. OurIntelligent Voice Automation (IVA®), acloud-based artificial intelligence platform,

provides 100% natural language voice self-service, which allows callers to easilycomplete requests without the use of a Live Agent. In turn, we help companiesprovide an effortless customer experience while reducing operating costs.www.smartaction.com

In an era of empowered, hyper-connected customers, Sparkcentral is the

only CRM platform for enterprises that unifies social, mobile, cloud and contextualdata to proactively deliver personalized and engaging customer experiences.Customer service teams use our software to efficiently handle large amounts ofcustomer inquiries in a fast and structured manner. Let's reimagine the future ofcustomer experience together.www.sparkcentral.com

Strategic Products and Services (SPS)is a global, multi-vendor systems

integrator for unified communications (UC), including voice, video conferencing,collaboration, and contact center, with cloud and mobility deployment options. Weare differentiated by our documented and repeatable processes and expert staff,who combine deep knowledge with broad competencies and certifications.www.spscom.com

Teleperformance, the worldwide leader inoutsourced omnichannel customer

experience management, serves companies around the world with customer care,technical support, customer acquisition, digital solutions, analytics, back office andother specialized services. We are a team of 190,000 people across 311 sites in65 countries providing support in 75 different languages. www.teleperformance.com

Upstream Works delivers contact center solutionsand analytics that enable agents to resolve customerissues efficiently and effectively while complying withbusiness rules. The result is a rise in first-call resolutionrates that cut customer churn, reduces the call

volume, and raises employee morale, ultimately improving customer satisfactionand productivity.www.upstreamworks.com

Verint® is a global leader in ActionableIntelligence® solutions. Our portfolio includesCustomer Engagement Optimization software

and services that capitalize on solutions from KANA®, A Verint Company to helporganizations enrich customer interactions across communications channels,optimize their workforces, and improve business processes.www.verint.com

Verizon Enterprise Solutions creates globalconnections that generate growth, drive businessinnovation and move society forward. With

industry-specific solutions and a full range of global wholesale offerings providedover the company’s secure mobility, cloud, strategic networking and advancedcommunications platforms, Verizon Enterprise Solutions helps open newopportunities around the world for innovation, investment and businesstransformation.www.verizon.com

VHT believes that delivering an exceptionalcustomer experience doesn't have to be difficult.Every customer interaction, regardless of channel,

should enrich the brand and deepen the customer relationship. VHT offerscomplementary, patented solutions that help organizations enhance the customerjourney in order to achieve greater loyalty, efficiency and revenue opportunities.www.virtualhold.com

WorkFlex Solutions is the leader in contact centerIntelligent Intraday Automation solutions. Ouraward-winning technology maximizes agentscheduling flexibility, optimizes intraday performance

and reduces workforce administration overhead. WorkFlex easily integrates withexisting WFM and ACD systems so you can leverage existing enterprise softwareinvestments, and quickly generate a positive ROI.www.workflexsolutions.com

For information on how to sponsor a Frost & Sullivan Executive MindXchange,please contact Gary Robbins at [email protected]

SPS Integrate. Collaborate. Accelerate.

NOTE: Frost & Sullivan makes every effort to collect and ensure the quality of individual session chronicles; however, the summaries presented in the articles are the expert opinion of the writers and inclusion/exclusion of specific material is at the discretion of each speaker. While every effort is made, there is no guarantee that notes for each and every session will be submitted as requested.

4 BENEFIT FROMALL SESSION SUMMARIES These are not transcripts, but actual summaries focused on key observations and take-aways, featuring tactics and strategies for immediate implementation.

4VIDEOACCESSTOTHE EVENT KEYNOTES Watch and learnfrom the lessons shared by event keynote speakers—theseindustry experts present case studies, lessons learned and provideinvaluable thought leadership and inspiration for senior executives.

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Payment ProceduresPayment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered,and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange.The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originallyregistered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of $500. The remaining balance can be applied to any Executive MindXchange up to one calendar year from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing.If you do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, butchanges beyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from www.frost.com/ccs

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