7:30am

Networking Golf Tournament Check-in: Meet in Hotel Lobby

Hosted by: Conversive

11:00am

TEAM BUILDING CHALLENGE & SUNDAY PICNIC

Team Building Challenge: Jump Start Your Networking & Sharpen Your Leadership Skills
 

Hosted by: West Corporation

4:00pm

Sponsor Orientation, Registration & Workshop Reception

A mandatory meeting for Sponsors. Have the opportunity to pre-register while you meet your peers and colleagues.  Maximize your experience by attaining some insight on when and where to be throughout the event.

6:00pm

Speaker & Thought Leader Orientation

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

7:00pm

7:00am

Registration, Continental Breakfast, and Exhibition

Solutions Showcase

Hosted by: Center Partners

7:45am

8:00am

 Dynamic Customer Care Lessons in an Age of Social Media 

 Dave Carroll, Musician behind "United Breaks Guitars", Author,
 Singer-Songwriter, Storyteller

 Over 150 million people have been introduced to the "United Breaks
 Guitars" story which became an instant viral hit in 2009. Created after
 being faced with a difficult customer service issue after a United Airlines
 flight, Dave used master storytelling to share his issue across the world,
 with far reaching lessons for customer care organizations and customer
 expectations in the digital age.  

 Key Take-Aways:

• Lessons learned - how embracing social media is a benefit to your brand
• Insight on approaching social media as an opportunity to co-create brands for the benefit of all
• Best practices for lessening the impact of a frustrating customer service experience

8:55am

 Frost & Sullivan Customer Contact Advisory Board and Member
 Recognition

9:00am

 Moving the Enterprise Forward: Are Your Teams Still Riding in
 the Backseat?

 James Turcotte, Senior Vice President, Global Support, CA
 Technologies

 While we all look for the next great technology or process impact, we
 are inevitably constrained in our resources and often fail to maximize
 our greatest asset - the collective power of our teams. Shifting to a
 culture where front-line employees move off the script and
 exercise their own judgment to delight customers has resulted in a
 significant increase in customer and employee satisfaction while
 streamlining operations. Move your teams to the front seat and teach
 them to drive the enterprise forward.

 Key Take-Aways:

• Framework for maximizing the power of the team
• Guide to gaining buy-in across the organization
• Understanding the return on investment and impact on customer service

9:45am

 Solutions Showcase 
 Hosted by: NICE

CONCURRENT TRACKS:

Design a program structure to meet your individual needs.

Track 1:  Customer Strategy
Track 2:  Revenue Growth & Retention
Track 3:  Customer Interaction
Track 4:  Agent Empowerment
Track 5:  Channel Engagement & Experience

10:15am

 Breakout Sessions - Create, Communicate, and Connect

 Participant-driven discussions focusing on your key challenges and
 concerns.

 Choose one of the following:

 BP1. Best Practices – Playing the Offense: Driving Personal and
 Proactive Customer Relationships

 CO-FACILITATORS:

 Ken Stephens, Director, Strategic Accounts, Voxeo

 Jeff Heeter, Supervisor, Workforce Management and Systems Architect,
 Customer Service, Credit & Collections Group, Entergy

 In this interactive session we'll discuss best practices for providing
 proactive customer service in a way that improves loyalty, drives 
 revenue and lowers support costs. We'll share lessons learned from
 over a decade of experience delivering outbound customer care and
 notifications.

 Key Take-Aways:

• Insight on the success factors for sending high-volume outbound campaigns and 1:1 outreach that customers welcome
• Strategies for using personalization to increase customer engagement and improve the overall customer experience
• Guide to identifying Interactive Voice Response (IVR) and two-way text applications that have a fast ROI and real impact on the bottom line

 BP2. Best Practices - Customer Revenue Retention Strategy

 FACILITATOR:

 Erich Dietz, Vice President, Business Solutions, Mindshare
 Technologies

 During this interactive session participants will discuss strategies and
 tactics for leveraging a brand’s VOC program(s) and enterprise
 feedback to decrease customer churn and drive increased customer
 engagement.

 Key Take-Aways:

• Guide to recover customers and reduce churn following service lapses with easy-to-implement programs
• Tools to increase engagement between senior leadership and customers using innovative, best practices
• Framework for building proactive communication plans aimed at preventing customer defection while reducing escalations & additional contacts

 BP3. Best Practices - Contextual Awareness to Drive Smarter
 Customer Engagements & Loyalty

 CO-FACILITATORS:

 Ted Fortezzo, Vice President, West Corporation

 Scott LaChute, VP Sales & Service Operations, Eddie Bauer

 Knowing how and when to connect with your customers in their channel
 of choice is essential to best-of-class customer care.   To take customer
 engagement to a new level, companies must intelligently interact with
 customers through a wide range of inter-connected channels. Key take
 aways of this session include: 

 Key Take-Aways:

• Guide to leveraging alternative channels such as SMS and Social Media, to create a more relevant customer experience
• Best practices for the role of analytics and contextual awareness in helping your associates proactively service your customers
• Insight on how reducing the customer effort and creating a differentiated experience will drive better outcomes for both your customers and your company

 BP4. Best Practices –Making the Home Agent Model Work
 for You

 CO-FACILITATORS:

 Kristyn Emenecker, Vice President of Product Marketing, inContact

 Michael Strobel, Director of Customer Care, Recyclebank

 Are you considering virtualizing your workforce with at-home agents?
 Learn how to create a road map to a successful at-home program. We’ll
 discuss key strategies in keeping your agents motivated and happy,
 while fostering a customer-focused culture that ultimately creates
 happier customers.
 
 Key Take-Aways:

• Extending your tools and methodologies to effectively monitor and manage home-based agents, even across channels
• Creating a customer-focused and responsive culture with a virtual workforce
• How to get started on the at-home path

 BP5. Best Practices: R U Ready for Social Media Customer Care?

 CO-FACILITATORS:

 Greg Sherry, Vice President, Marketing & Business Development, Verint

 Katherine Mercer, Director of Patient Quality, Medco

 Many companies are planning to support social customer care and are
 struggling to answer a number of questions:   What is our social
 response and social care strategy?  How do we provide top-percentile
 customer support using social care channels? What are our key metrics
 and KPIs?  In this interactive session, learn how organizations are using
 voice of the customer-driven strategies in their social media support
 centers.

 Key Take-Aways:

• Best practices from your peers on how to provide positive experiences for today's "connected" customers
• Case histories highlighting the implications of social care- what to do, and what to avoid
• Recent benchmark study results around social customer care

11:15am

 Session to Session Travel Time

11:20am

Choose one of the following:

Solutions Wheel

Play the “wheel” and join a series of rapid-fire, one-on-one meetings with leading solution providers.

OR

 Collaborating with Other Enterprise Players Impacting the
 Customer Experience

 Butch Leonardson, Chief Information Officer; Senior Vice President of
 Information Technology, BECU

 Melanie Walsh, Vice President, Member Care, BECU

BECU, a $10 billion credit union in Washington State, believes our member experience across all channels is a competitive weapon. With a growth rate 3 times the industry average, we believe our skills at collaborating across the enterprise coupled with our outside-in approach for driving projects has helped us achieve these growth rates in the retail banking market. BECU will share their outside-in methodology for helping to focus the entire organization on the Member Experience.

Key Take-Aways:

• Action steps followed in our project methodology to implement our outside-in approach
• Three case studies of projects having a high member experience impact
• Highlights of our Innovation Program at BECU
• Short video describing an enterprise-wide collaborative project for reinventing retail banking 

12:35pm

The Power Lunch - Networking Roundtables Hosted by Industry Leaders

Hosted by: Clickfox, InContact, 24-7 Intouch

1.45pm

1:50pm

 Breakout Sessions - Create, Communicate, and Connect 

 Participant-driven discussions focusing on your key challenges and 
 concerns.

 Choose one of the following:

TT1. Linking Analytics to Outcomes and Corporate Objectives

CO-FACILITATORS:

Alex Massie, Senior Vice President of Business Solutions, ClickFox

Heddy Gagne, Director of Performance Management & Analytics, Sprint

Cost versus Quality, Speed versus Accuracy, Relationship versus Transactional.  Do competing metrics ever make you feel like you're in a practical joke gone wrong?  While each metric in and of itself is valuable - managing customer experience via positive movement of many competing metrics remains challenging. A more strategic measurement approach is needed to identify the 'critical few metrics' that connect the dots between corporate and customer goals.

Key Take-Aways:

• Template to identify the 'critical few' metrics that should be emphasized in your business
• Guide to identifying the right key performance indicators that support the 'critical few'
• Best practices for tying these to larger corporate initiatives to gain buy-in

TT2. Nail the Sale: Getting a Lift on Website Converions

FACILIATOR:

Bob Williams, Chairman and Chief Executive Officer, Conversive

This will be a highly interactive session in which participants discuss their best practices for converting more sales from their web sites.  The focus will not be on SEO, but on optimizing the user experience to lift revenues once customers arrive on the site. 
 
Key Take-Aways:

• Tracking customers effectively and capturing moments of opportunity to sell
• Optimizing self-service and live agent service
• Metrics to show success and provide greater insight

TT3. The Ultimate Action Plan for Customer Interaction

FACILITATOR:

Rob McDougall, President, Upstream Works

Surveys track what customers say to you; social media tracks what customers say about you. Customer interactions are the greatest untapped source of knowledge you have about your customer experience, because they tell you what customers actually do. Evaluating how customers use the services you deliver provides key business insights on how to maximize your revenues at the best cost.

Key Take-Aways:

• Success factors and key elements for agent performance improvement
• Template for making all stakeholders accountable for customer experience
• Action steps to develop an overall strategy for interaction management
• Framework for mapping the Customer Experience journey across channels

TT4. Creating Passionate Agent Brand Champions

CO-FACILITATORS:

John Broderick, Chief Executive Officer, Cicero, Inc.

Tom Aiello, Senior Vice President of Sales, Cicero, Inc.

Getting employees to believe in your company's brand is essential to customer loyalty.  This is particularly true in customer service where employees and customers determine your organization's success.  Join us for this practical, interactive session as we explore how to make customer service agents "Brand Champions" and how it impacts your organization and customers.

Key Take-Aways:

• New perspectives on trust in customer contact
• Ideas for how technology can be used to create a brand champion
• New capability to empower agents
• Action item: changing how we communicate

TT5.  Revitalizing IVR: How to Improve the Experience from Your Customer’s Perspective

FACILITATOR:

Phil Gray, Executive Vice President, Marketing & Business Development, Interactions Corporation

Although customer care delivery is rapidly evolving, Interactive Voice Response (IVR) continues to play a key role in the contact center. However, research has shown that consumers view IVR systems unfavorable relative to other service options. Join us for an interactive session that will highlight a recent market research study regarding consumers’ perception towards IVR systems. The session will also facilitate a discussion and generate strategies for improving the IVR experience.

Key Take-Aways:

• Knowledge about consumer’s actual perceptions towards IVR systems
• Trends which are impacting IVR effectiveness
• Approaches for improving the IVR experience

3:20pm

Networking, Refreshment, and Exhibition Break

Solutions Showcase

Hosted by: Cicero

3:50pm

 Breakout Sessions - Create, Communicate, and Connect 

 Choose one of the following:

 PC1. Strategic Thinkers Only: Forum for Seasoned Customer
 Contact Executives with a Core Focus on Strategy

 MODERATOR:

 Michel Cubric, Director of Mortgage Servicing, ResMor Trust Company

 During this “open mic forum” seasoned customer contact executives
 discuss enterprise level strategy and advanced customer contact
 directives. Senior level executives will determine the take-away topics
 and participants should come prepared with challenges and best
 practices to share with other high-level peers.

 PC2. Striking the Balance: Information Security Safeguards and
 the Customer Experience

 MODERATOR:

 Jonathan Lunitz, Senior Vice President, Citigroup

 Participants will discuss fictional examples of low frequency, high
 magnitude events that can impact a company’s financial strength and
 reputation. For example:

• Domestic Center: Group of agents and managers are colluding to steal Personally Identifiable Information
• Home Agent: Posts a You Tube Video wearing a competitor’s T-shirt, while working on your accounts
• Offshore/Nearshore: Agents stealing financial account information for personal use

 Participants will create solutions to these events keeping in mind the
 impact to customer experience, via multiple contact channels – voice,
 internet, social media and mobile devices.  Finally, participants will
 recommend how their solutions can be leveraged across the enterprise.

 Key Take-Aways:

• Insight on new information security technologies
• Best practices on customer experience
• Framework for sharing knowledge across the enterprise

PC3. Meeting the Unique Challenges of Technical Customer
Support Centers

 MODERATOR:

 Mark Hessinger, Executive Director, Global Customer Care, Gerber
 Scientific, Inc.

 Technical contact centers that support today's highly complex systems
 are challenged to support customers grappling with new and ever-
 changing technology. The expectations of these customers for the
 contact center are higher than ever plus the contact center is required to
 fill a gap with knowledge, reactivity and flexibility to accommodate these
 systems. However, in addition to the challenge, there is opportunity to
 take advantage of the new technology to create a more proactive
 support strategy.

 Key Take-Aways:

• Insight into the growing expectations from customers for technical contact centers and the growing responsibility of these contact centers
• A guide to understanding the role of new technologies in improving the technical support-delivery process
• Examples of training programs that can turn the “Tech” agent into super techs to better respond to inquiries
• Best practices for utilizing technology to provide a more proactive approach to support highly technical systems

 PC4. Creative Ideas for Coaching, Mentoring and Training

 MODERATOR:

 Rosemarie Donzanti, Senior Vice President, Customer Care, CVS
 Caremark

 Are you struggling to find the right talent? How do you protect your
 existing talent and grow future leaders? There is a significant cost in
 recruiting and on-boarding new team members and there are no
 guarantees that they will meet your operational or cultural needs. 
 During this session we will explore opportunities and share real life best
 practices for coaching, mentoring and training front line associates and
 managers.

 Key Take-Aways:

• Gain ideas on how to build an organizational structure that allows for growth of future leaders
• Sharpen your strategy to hire the best front line associates possible
• Discuss how to gain support and define roles of key partners such as HR and training

 PC5. Meeting the Unique Challenges of Small/Mid-Size
 Enterprise Contact Centers

 MODERATOR:

 Klaus Buellesbach, Director, Ace Care Center & Deployment, Ace
 Hardware

 Small call centers make up the fastest growing segment of the call
 center industry, and though small call centers have the same basic
 needs as larger sites, we also have our own unique challenges. As
 managers of these smaller centers, we will discuss creative and strategic
 solutions to meet these challenges while giving participants a forum to
 share their experiences.

 Key Take-Aways:

• Framework for adapting current call center best practices, metrics and technology systems to a small call center environment and budget
• Examples of hiring and training considerations for agents who are expected to handle multiple situations
• Insight on policies for managing attendance and adherence issues (that have a large impact on service levels)

4:35pm

Session to Session Travel Time

4:40pm

 Choose one of the following:

 Solutions Wheel

 Play the “wheel” and join a series of rapid-fire, one-on-one meetings
 with leading solution providers.

 OR

 Analyst Insight: How Global Mega Trends will Change the Future
 of the Contact Center

 Stephen Loynd, Global Program Manager - Customer Contact, Frost &
 Sullivan

 This interactive session will focus on analysis of global mega trends and
 their implications, examining important components of a company’s
 future strategy, development and innovation processes that also impact
 product and technology planning. In this light, developing customized,
 high quality customer care services is mission-critical for contact centers
 today in order to retain existing customers and win new business.
 Contact centers continue to represent the “tip of the spear” when it
 comes to interacting with customers, creating brand loyalty and driving
 high C-Sat results.

 Key Take-Aways:

• Framework for understanding how mega trends are connected and intertwined in order to maximize growth opportunities
• Insight on the forces accelerating technology change that are helping to improve business results in the contact center
• Guide to the latest social trends, future products and new business models as well as the specific needs and buying preferences of future consumers
• Tools to take advantage of emerging outsourcing hotspots and strategic recommendations for contact center success

6:00pm

Solutions Showcase
Hosted by: VoltDelta

7:30pm

6:15am

Early Risers Run/Walk

Jump start your day with a little exercise led by a Frost &
Sullivan representative, all while getting to know your
fellow participants.

8:00am

 Solutions Showcase

 Hosted by: Upstream Works

8:45am

9:00am

 Those Mighty Millennials: Changing the Way We Sell, Serve, and
 Standout

 T. Scott Gross, Chief, T. Scott Gross & Company; Author, "Positively
 Outrageous Service"

 My way. Right away. Why pay?... that’s the Millennial mantra of a game
 changing generation.  Join us as we delve into the psyche of the newest 
 generation coming of age and dominating the economy.

 Key Take-Aways:

• Guide to recognizing and responding effectively to Millennial customers and employees who are nothing like the Boomers or GenX-ers
• Insight on how to adjust your management style to the Millennial generation and why you will have to
• Metrics to convince you to turn yourself invisible and understand why that is a good thing!

 Igniting Passion: How Customer Contact Executives Can Place
 the Customer in the Heart and Soul of the Enterprise
 
 Roei Ganzarski, Chief Customer Officer, Boeing


 In any given company, only a relatively small percentage of employees
 get to interact directly with the customer. The challenge then becomes -
 how do we instill the same customer focus and sense of urgency that 
 our customer facing teams have, throughout the entire organization.

 Key Take-Aways:

• Framework for sharing information between parts of the organization that interact with the customer and parts that impact the customer
• Metrics for engaging the entire organization in a customer-centric focus

 Choose one of the following:

 EB1. Investing in Technology as a Value Lever: Making the Move
 to a Hosted Call Center

 Steven Ellis, Senior Director, Customer Care, EyeMed Vision Care

 How do you upgrade your call center technology infrastructure without
 sidelining (too much) scarce capital?  EyeMed Vision Care made the
 move to a hosted call center technology platform and demonstrated it's
 about investing the right amount to get the right outcomes. Learn the
 steps, challenges and benefits of addressing a comprehensive
 technology transformation.

 Key Take-Aways:

• Insights, lessons learned and pitfalls on making the move from a premised based infrastructure to a hosted model
• Best practices for building your business case (cost, productivity, competitive advantage)
• Framework for enrolling key stakeholders in the process

 EB2. Driving Customer Contact Change: Outzapping Zappo's

 John Cronce, Director, Contact Center, Jockey Interational, Inc.

 You've all heard those amazing stories of rock-star customer service at
 Zappo's...and wondered how they could be practically managed in a call
 center on a real-world budget. You won't want to miss this how-to
 session - it's easier--and cheaper!--than you think!

 Key Take-Aways:

• Insight on easily operationalizing WOW service using customer feedback and analytics
• Framework for uncovering the REAL value of WOW service
• Case history in how to up the ante with "you."

 Networking, Refreshment, and Exhibition Break

 Solutions Showcase
 
 Hosted by: Sutherland Global Services

 Influencing Customer Behavior Using Rich Customer Personas

 Vera Miller, Senior Director, Online Experience, Rosetta Stone

 Segments and personas are often most associated with marketing
 efforts. As companies move towards deeper relationships with their
 customers and expanding digital services, the need for meaningful
 personas becomes critical to create 1:1 relationships—to enhance
 consumption.  Learn how Rosetta Stone has implemented this strategy
 globally, and changed behavior by developing these personas across an
 ever expanding global customer base.

 Key Take-Aways:

• Insight on what a customer persona is, and how can a company practically build them
• Framework for interacting with customer-based personas to drive positive company outcomes
• Actions steps for how this program can be scaled

 Concurrent Ask the Experts! Panel Discussions

 Choose one of the following:

 ATE1. Metrics that Really Matter: Are You Measuring What’s
 Important to Your Customers?

 MODERATOR:

 Michele Watson, Vice President, Global Customer Care, Match.com

 PANELISTS INCLUDE:

 Jamie Morin, Senior Vice President, Client Services Operations,
 Wright Express

 John Doran, Director, National & Regional Customer Contact Centers,
 Cigna

 Amy Jo Stark, Director, Enterprise Customer Care, Best Buy

 Christopher Hermann, Vice President, Customer Service, FIS

 FCR, AHT, CSAT, NPS: contact centers are the most measured business
 units inside any organization. But which metrics truly reflect your care
 organization's efficiency and effectiveness - and your customer's
 experience?

 Key Take-Aways:

• Guide to the evolution of metrics inside the contact center
• Insight on isolating the right metrics – focusing on what matters most
• Best practices for using metrics to drive behaviors and performance

 ATE2. Making it Personal: Delivering True High Touch Service

 MODERATOR:

 Michael DeSalles, Principal Analyst - Customer Contact, Frost &
 Sullivan

 PANELISTS INCLUDE:

 Marc Martinez, Senior Director, Strategic Planning, AT&T Mobility

 Jason Grier, Vice President, Global Consumer Support, McAfee

 Susan Cloutier, Operations Manager, Mayo Medical Laboratories

 Jacque Plair Rushin, Director, Global Deployment and Corporate
 Services, InterContinental Hotels Group

 Daniel Cruceana, Director, Operations & Analytics, Office Depot

 The ability to deliver a high touch and empowering service experience
 when your customers need you most is key to retaining profitable  customers for the long-run. Join us for a lively discussion and learn how  top companies are enabling loyalty and satisfaction.

 Key Take-Aways:

• Real-world insight for increasing customer satisfaction while driving contact center efficiencies
• Best practices for providing personal customer experiences across channels
• Case studies showcasing the business impacts of investing in high touch service

 Hosted by: Center Partners, Telvista, Noble Systems

2:05pm

Breakout Sessions: Create, Communicate & Connect

Participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following:

 RT1. Leveraging CRM for a Winning Customer Strategy

 FACILITATOR:

 Ted Elsas, Managing Consultant, Aspect Software

 This interactive session will center on how a dynamic CRM solution can
 reach its full potential when optimized with a fully integrated customer
 contact center.

 Key Take-Aways:

• Discover what the missed opportunities are when CRM and contact center solutions are siloed in our organizations
• Insight on how industry-specific applications can drive better, more customized functionality and deeper customer data utilization
• Guide to customer contact best practices in order to reach your CRM potential

 RT2. Analytics for Revenue Enhancement and Performance

 FACILIATOR:

 Bill Payne, Vice President of CRM and Industries in Global Process
 Service, IBM

 Finding opportunities to grow revenue and customer share of wallet is
 top of mind for corporate executives. The key to realizing improved
 revenue is embedding the output of these advanced analytics into
 operations to give the agent the ability to understand the best offer
 to give any given customer at any time. 

 Key Take-Aways:

• Framework for applying advanced analytics to predict future customer behavior
• Guide to embedding these predictions into agent-based operations to improve revenue
• Examples of where these techniques have been successful in production

 RT3. Raising the Bar on Customer Insight: Leveraging Speech
 Analytics to Listen to the Voice of the Customer

 FACILITATOR:

 Barry Knack, Director - Education, CallCopy

 Organizations that listen to the voice of their customers, and use that
 knowledge to drive continuous organizational improvement possess a
 distinct competitive advantage in today’s hyper-competitive
 environment. In this interactive discussion, we’ll explore key tools and
 best practices for gaining meaningful insight into customer sentiment.

 Key Take-Aways:

• Insight into key tools and data gathering techniques that will boost customer insight
• Best practices for ensuring success by identifying organizational goals and key stakeholders
• Framework for a successful speech analytics implementation that will benefit your entire organization

RT4. Finding Service Naturals!

CO-FACILITATORS:

T. Scott Gross, Chief, T. Scott Gross & Company

Joe Doyle, Vice President, Global Marketing, Sitel

We all want to be #1 in customer service.  In this interactive session, participants will learn a strategic way to help “elevate” their customer service by learning what exactly is a “Service Natural” and WHY they are crucial in their call centers.  Discussions will focus on best practices including how to identify, train, and keep Service Naturals. Service Naturals are key extension of your brand, find out why you must have them.

Key Take-Aways:

• Insight on what are “Service Naturals” and why you must have them working for you
• Best practice and sample questions for interviewing Service Naturals
• Framework for what metrics can be elevated with Service Naturals

RT5. Delivering a Transparent Channel Experience: Focus on the Transitions Between Channels

FACILITATOR:

Brooks Crichlow, Director of Product Marketing, [24]7
 
With the rapid evolution and expansion of the channels customers use to seek care, one of the key challenges facing enterprises today is how to create exceptional experiences in a multi-channel context. Managers are expected to deliver exceptional customer experiences, and each new communications mode adds complexity (and often frustration) to the care ecosystem for your enterprise. In this interactive session, you will get insights into how consumers are adopting different channels (particularly mobile, social, and voice), discuss strategies to manage channel transitions to increase business impact, and develop a framework for applying these ideas to your enterprise
 
Key Take-Aways:

• Understanding of the changes in how customers choose care channels
• Recommended strategies for providing cross-channel experiences that increase business impact
• Framework to help guide your investment in cross-channel customer experiences

3:35pm

Networking, Refreshment, and Exhibition Break

Solutions Showcase

Hosted by: Interactions

4:05pm

  Breakout Sessions: Create, Communicate & Connect

Participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following:

TK1. Business Transformation: Aligning Customer Experience Vision with Realities

FACILITATOR:

 Joe Buggy, Senior Vice President, Customer Management,
 Sutherland Global Services

This highly interactive session is designed to dive deep into customer management strategy and specifically, methods to collect and leverage data to transform customer experience.

Key Take-Aways:

• A framework for a successful gap analysis and how the results are used to prioritize investments and actions for the biggest impact
• Insight on relevant areas to consider as you design and deploy an effective Customer Management Strategy including: corporate governance, cross-functional expectations, criteria to gain consensus, reporting requirements, and technology enablers   
• Guidelines for aligning strategic objectives and operational metrics

TK2. Voice of the Customer and Lifetime Value: Real Time Satisfaction to Drive Future Results

FACILITATOR:

Brian Powers, Director of Client Services, NICE

In this interactive session you'll hear how the voice of the customer is driving results by answering some tough questions:  Is the customer always right and therefore unsatisfied customers worth the effort of saving, and at what cost? Can we determine front-line service staff training needs based directly on customer feedback?  Are there ways to overcome survey saturation and get to the critical pieces of VOC results in real-time?

Key Take-Aways: 

• Learn new ways that VOC results can be used to predict customer behavior, be used in customer segmentation and drive results for customer-facing employees
• New insights into Net Promoter Score (NPS) and discover how others are looking to move the needle for NPS and find value
• Walk away with a deeper understanding of survey saturation and the best practices your peers are taking to overcome this challenge

TK3. Smart Strategies for Moving Applications to the Cloud

FACILITATOR:

Justin Lemrow, Director, Continuous Improvement Practice, Contact Solutions

Through numerous customer stories, this interactive session will address some of the most important lessons learned from moving applications to the cloud. Discussions will focus on customer self-service applications across multiple channels that impact both transaction cost and customer experience.

Key Take-Aways:

• Gain insight from many examples of the cloud's hidden impact on TCO
• Learn how to leverage the cloud for multi-channel & cross-channel customer interactions
• List actions you can take now to improve customer experience in cloud-based applications

TK4. Optimizing Agents and Technology for Smarter Multichannel Interaction

CO-FACILITATORS:

Matt Cockell, Vice President of Sales & Business Development, 24-7 Intouch

Jack Sullivan, Operations Manager, Unilever

This will be a highly interactive session in which participants will learn how to manage the evolution of customer care in a multi-technological, multichannel, results driven environment. Discussions will focus around leveraging best practices to create agent efficiency for each channel and develop technology enhancements to drive performance.

Key Take-Aways:

• Best practices on how customer care can lead technology enhancements to increase agent productivity
• Success factors in recruiting and training agent skill sets by channel (voice, email, chat, social, etc.)
• Insight on how to utilize and develop existing agents to support new channel technologies
• Framework to quantify return on labor and technology optimization to support value driven by the contact center

TK5. Taking Online Interactive Support to the Next Level

FACILITATOR:

Todd Smith, Corporate Director of Learning and Development, Center Partners

As consumers’ demand for information about the product and services they buy increases, companies must find innovative ways to offer support.  This highly interactive session will categorize consumer needs for information delivered via Web Self-Service and evaluate the ROI for different solutions, from standard FAQs to Interactive Simulations.   
 
Key Take Aways:

• Learn Best Practices in prioritizing resources and projects for Web Self-Service knowledge base strategies
• Share and Evaluate ROI strategies, such as call deflection
• Determine a specific action plan for evaluating consumer Web Self-Service needs

5:35pm

6:00pm

6:45am

Early Risers Run/Walk

Jump start your day with a little exercise led by a Frost & Sullivan
representative, all while getting to know your fellow participants.

8:45am

9:15am

9:30am

 
 Advocates and Evangelists: Cultivating Enterprise Champions
 for the Contact Center

 Marshall Lager, Principal, Analyst & Author, Third Idea; Contributor to
 CRM Magazine

 The social media revolution has permanently shifted the power
 dynamic between businesses and the customers they serve, in favor of
 the customer. The opportunity now exists to engage more meaningfully
 with customers, but only on their terms. A sensible and honest approach
 to social CRM will enable the enlightened business to create trust and
 establish leadership—but finding the right people to champion your cause
 can be challenging.

 Key Take-Aways:

• Guide to identifying potential customer experience leaders from three sources
• Outcomes for giving your customer experience a name and face
• Success factors for using champions

10:00am

 Navigating Changing Customer Dynamics and Heightened
 Expectations

 Allen C. Jones, Senior Vice President, Consumer Customer Experience,
 Bank of America

 Companies are working hard to meet the changing needs of customers
 with heightened expectations in an unprecedented competitive and
 economic environment. See how Bank of America, which serves one out
 of every 2 households, is working to offer a range of solutions while
 providing individuals with a unique and beneficial customer experience.
 
 Key Take-Aways:

• Insight on how BAC’s customer segmentation provides solutions that are clear and straightforward
• Tools to address the various needs of consumers while continually maximizing individual customer experience
• Best practices for improving the service organization performance and driving growth

10:30am

Solutions Showcase

Hosted by: Pipkins

11:00am

  Breakout Sessions: Create, Communicate & Connect

Participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following:

MS1. Customer Experience Management: Enabling Enterprise Change

FACILITATOR:

Kurt Farris, Director, Enterprise Solutions, CSG International

PANELISTS INCLUDE:

Ramon Gregory, Senior Vice President, Customer Care Shared Services, Cardinal Health

Christina Cernuch, Vice President, Operations, La Quinta

Bob Johnson, Chief Service & Information Technology Officer, Sprint

Kim Burgdorf, Director of Leadership and Organizational Effectiveness, American Express Consumer Travel

Debbie Hintze, Assistant Vice President, Customer Sales & Service Group, MetLife

In this interactive panel discussion, we'll focus on best practices for designing a multi-channel Customer Experience Management strategy that proactively captures customer feedback and communication preferences, ultimately making this information actionable on an individual customer level. Discussions will focus on how proactive customer care strategies can increase customers’ quality of life – resulting in long-term profitable relationships – optimize operational processes, and position enterprises to out-service their competition.

Key Take-Aways:

• Best practice examples of proactive Customer Experience Management strategies
• Tips for making customer surveys actionable – ensuring customers see the appropriate actions taken based on their survey responses
• Case study samples showcasing the business impacts – both financial and operational – of successful Customer Experience Management strategies

MS2. Desktop Analytics: Acting on Agent Insight to Deliver Greater Customer Contact Excellence

FACILITATOR:

Monica Tarr, Director Contact Center Practice, Strategic Products and Services (SPS)

PANELISTS INCLUDE:

Marc Martinez, Senior Director, Strategic Planning, AT&T Mobility

Clint Morley, Vice President, Customer Services, Discover Financial Network

In this interactive session, we will discuss how Analytics not only aggregates the voice of the customer, but how it also aggregates the voice of the agent. We will drill down on how Analytics can be used to isolate the most effective agent techniques, behaviors and attributes to ensure great customer service. Further, we will use these findings to brainstorm methods for improving the hiring process, training programs, coaching skills and incentive plans.

Key Take-Aways:

• Concrete benefits of agent attributes that build brand and improve customer care
• Methods to quantify the impact of facilitating change through Analytics
• Key success factors in planning and implementing an Analytics strategy

12:00pm

 The Working Lunch: Encore, Encore! Join Us for Lunch with the
 Best of the Best Interactive Sessions!

2:00pm

 
 Lessons Learned from Our 8th Annual Customer Contact 2012,
 East Executive MindXchange

 MODERATOR:

 Randy Selleck, Senior Director, Call Center Operations, Assurant
 Solutions

 PANELISTS INCLUDE:

 Kimberly King, Customer Contact Center Manager, FIS

 Kerry Hennessey, Contact Center Manager, New Balance Athletic
 Shoe, Inc.