7:45am

Networking Golf Scramble Check-In

 Join us for this shotgun start, golf scramble (team best ball) tournament
 at The Rookery at Marco! This team versus team tournament is perfect
 for any level of golfing   expertise. We welcome and encourage all
 levels  to register for a great day of competition and conversation. Lunch
 and transportation are included.

 Participant Fee: $75

 Hosted By: Cicero

 OR

10:00am

Island Excursion Check-In

Navigate the Gulf of Mexico on the S.S. Frost, as we head to a secluded private island. Spend the day making new friends and relaxing; picnic lunch and wine are included!Bring your camera to capture the breathtaking ocean views, as well as the dolphins and manatees. Don't forget to pick up a few ornate beach shells on our private island. Lunch and transportation are included.

Participant Fee: $75

Hosted By: CallCopy

3:30pm

Sponsor Workshop
 

5:00pm

Sponsor Registration & Orientation Reception
- OR -
EXCLUSIVE! Participant Meet 'n Greet

This “participant only” vendor-free networking activity will offer you
the unique opportunity to identify early on, peers facing similar
challenges and help to facilitate a future dialogue later in the program.

6:00pm

Speaker & Thought Leader Orientation

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

7:00pm

"Surf’s Up!" Welcome Networking Reception and Event Kickoff

"Hang Ten"  with your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails!

Hosted by: Pipkins, Voxeo

7:45am

Registration, Continental Breakfast, and Exhibition

Solution Showcase
Hosted by: Upstream Works

8:30am

8:45am

 
 Frost & Sullivan Insights on Customer Contact Technology of
 the Future

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

New technologies are emerging in the world of customer contact, while old models are receding.  At the center of this dynamic is a rapidly changing, ever-more influential consumer.  This session will focus-in on what Frost & Sullivan considers to be the re-imagining of the customer contact landscape taking place in 2013, from integrated multi-channel suites to Unified Communications & Collaboration and the support for mobile apps.

Key Take-Aways:

• What is happening with today's empowered consumer?
• The pursuit of the omni-channel world - where are we?
• From mobile apps to devices - can companies keep up?

9:15am

 Frost & Sullivan Customer Contact Executive MindXchange
 Advisory Board and Member Recognition

9:20am

 
The Secrets to Uplifting Service and Unbeatable Customer Care 

Captain Denny Flanagan, Airline Pilot & Customer Service Captain

Join us to learn why professional airline pilot Captain Denny Flanagan was recently seen carrying pizza boxes to delayed passengers; why travelers follow his flight schedule and book months in advance to fly on his plane; why he makes time for dinner with his customers - - and what lessons you can learn to take back to your organization.

Key Take-Aways:

• Keeping the customers that you already have sounds like a simple concept - it is - but you have to work for it!
• Each customer deserves a good experience. Give it to them! & Exceed their expectations!
• Insight on the importance of: Always Work from the heart! 

10:05am

CONCURRENT TRACKS:

Design a program structure to meet your individual needs.  Choose any track or any session within a track.

Track 1: Voice of the Customer
Track 2: It’s All About the Agents
Track 3: Navigating Customer Contact Channels and Analytics
Track 4: Achieving Operational Excellence
Track 5: On the Move: Mobile Customer Contact
Track 6: Into the Cloud and Onto a Shore

10:50am

  
 Best Practices Breakout Sessions  - Create, Communicate, and
 Connect


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

 Choose one of the following:

 BP1. Customer Behavior: The Other Part of the VOC Equation

 FACILITATOR:

 Matthew Storm, Director, Innovation & Solutions, NICE Systems

In this interactive session we will hear how customer experience management has evolved beyond just surveys.  Learn how today's full VOC initiatives encompass three elements - 1, asking feedback through surveys, 2, watching customer behavior and 3, inferring context from the customer's experience based on analytics of the conversation, emotion and journey.   Attend this session to hear how one leading organization is taking a holistic view of their VOC program and taking action to have a direct impact on customer behavior.

 Key Take-Aways:

• Best practices for combining customer feedback management with existing initiatives like quality management and speech analytics
• Examples of how leading companies are reaching to customers to take corrective action and ultimately driving behavior
• Tools to tap into new feedback channels and collect inferred feedback through interactions

 BP2. The HR Crystal Ball:  Creating Certainty through Analytical
 Hiring

 CO-FACILITATORS:
 
Alec Brecker, President & Chief Operating Officer, The Results Companies

Michael Moore, Vice President, Customer Care & Sales Operations, Sirius XM Radio

Forward thinking, innovative companies are increasingly utilizing big data predictive analytics to better select, manage and retain their workforce.  Don’t get left behind! Solutions are available that allow companies to drive significant improvements in customer service experience and overall profitability by interpreting data on the front-line workforce. 

Key Take-Aways:

• A case study detailing a highly recognized global brand’s ability to improve its Customer Service experience by 5-15% while simultaneously reducing operating costs and increasing profitability by as much as 35%
• Insights on how outsourced service providers utilizing these solutions deliver superior and more certain SLAs to their end customers
• Lessons learned:  existing paradigms on the management of front line workforce will change based on the application of big data analytics and to compete in a competitive labor market companies need to embrace analytics as a primary tool for managing their workforce

 BP3. Quality Monitoring Across Channels: Back to Basics--with a
 New Twist

CO-FACILITATOR: 
 
Lisa Bullen-Austin, Director, Specialized Call Center Operations, United Way Worldwide

Kristyn Emenecker, Vice President, Product Marketing, inContact

Today it’s all about the customer – they have more choice and move voice than ever before.  And it’s imperative that you meet your customers wherever they are, necessitating a dramatic increase in multi-channel communications for your contact center.  But how do you ensure a consistent quality experience across all your interaction channels?  And what does this enterprise quality look like?  In this interactive session, you will learn how to bridge the gap between the voice-only and multi-channel world and bring your agents and quality program along with you.

Key Take-Aways:

• Understand the impact of new channels of communication with your customers 
• Establish a framework for a cross-channel quality program
• Get best-practice tips for selecting QM tools, creating the right quality behaviors and more

 BP4. Knowledge Management for Customer Experience
 Excellence 

CO-FACILITATORS:

Kathy Flowers, Regional Director of L&D, Center Partners

Jason Laneve, Director, Customer Service Operations, TiVo

Well thought out strategy and solid execution plans are only taking companies so far in today's business environments. In this session, we focus on how successful companies are incorporating real time customer and employee feedback to achieve world class results.

Key Take-Aways:

• List of actions to take to improve your knowledge management
• Best practices for capturing and integrating feedback
• Discussion point for your company regardless of where you may be in the knowledge management process

BP5. The Progression to Natural Language: How Siri is Raising
the Bar on Customer Expectations 

CO-FACILITATOR:

Chris Wirth, Assistant Director of Operations, Hyatt Hotels
 
Phil Gray, Executive Vice President, Business Development, Interactions Corporation

Mobile personal assistants such as Siri and Google Now have brought unprecedented attention to natural language technology. The widespread consumer adoption of this technology has opened up a new opportunity for enterprises to communicate with their customers.  Progressive companies like Hyatt are already using advanced virtual assistant technology to interact with their customers and improve the user experience.

Key Take-Aways:

• Insight on the shift in expectations that Virtual Assistants are causing when customers encounter automated systems and IVRs
• Examples of leading brands, such as Hyatt Hotels, that are using Virtual Assistant technology to interact more successfully with their customers
• A roadmap for using natural language to enhance brand loyalty and enable stronger contact center economics

BP6. Cloud-Driven Customer Contact Effectiveness: Premise
and Beyond

CO-FACILITATORS:
Barry Vaughn, Director, Enterprise Solutions, CSG International

Sean Albertson, Director, Performance & Technology, ViaSat

Is operational complexity and aging infrastructure hindering your ability to effectively manage inbound and outbound customer interactions? Are the resources required – time, financial and personnel – to manage the complex operations and IT infrastructure of your contact center keeping you from focusing on your business’ core competencies? Your answer may reside in the Cloud.

Key Take-Aways:

• Insight into some of the key business drivers associated with transitioning to cloud-based customer interaction management solutions
• Framework to identify and assess the optimal fit for your contact center and customer communication needs – Cloud. Premise. Hybrid.
• Lessons learned: success factors and challenges from a special guest who’s organization has undergone the shift to leveraging cloud-based customer interaction management solutions

11:50am

Session to Session Travel Time

11:55am

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

Global Customer Care: Understanding Customer Expectations
and Interactions Across Continents, Countries, and Cultures

Eric Hunt, Executive Vice President, Chief Global Customer Experience Officer & Chief Information Officer, Welch Allyn

Jonathan Lunitz, Senior Vice President, Citigroup

Troy Deering, Senior Vice President, Global Operations, Western Union

Whether strategic sourcing or supporting global product lines, customer contact on a truly global basis means obtaining the best available skills while balancing costs. However, choosing the right mix of technologies, locations or partners for your business needs can be a challenging task. This interactive session will focus on the key considerations to take into account when evaluating these options, and will provide insights based on shared experience and practical examples.

Key Take-Aways:

• Understanding the impact of location as a factor in your choice of global strategy for customer contact provision
• A guide to balancing the needs of your various customers within a comprehensive and value-oriented customer management strategy
• Insight and perspectives based upon experience from multiple offshore, nearshore, and global engagements

1:15pm

Food For Thought- Networking Roundtables Hosted by Industry Leaders

Practitioners and solutions 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 onsite.

Hosted by: Center Partners, LogMeIn, Alorica

2.15pm

2:20pm

 
 Roundtable Breakout Sessions - Create, Communicate, and
 Connect


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

 Choose one of the following:

 RT1. Enterprise Feedback Management: Leveraging the Voice of  the Customer

FACILITATOR:
Erich Dietz, Vice President, Business Solutions – Contact Centers, Mindshare Technologies

Find your seat at the table by giving your customers theirs! Today’s vast arsenal of technology for engaging customers, and involving them in company strategy, can lead to enterprise innovation, customer loyalty, operational transparency and greater market reach—if applied strategically across an organization. This session will empower you to gain greater visibility by owning the customer-centric perspective in your company, and making customer reviews a unifying point for the entire enterprise.

Key Take-Aways:

• A guide to the latest advances in enterprise feedback management (EFM) technology
• Insight into the full range of applications for customer intelligence, and how they specifically affect your industry.
• The art of dissemination: New techniques for delivering tailored insights to every department in your company - operations, marketing, QA, customer service, R&D, human resources, et al.
  Metrics for measuring and making use of customer opinion

 RT2. Personalizing Agent Coaching Using FCR Metrics 

FACILITATOR:
Rob McDougall, President, Upstream Works

First Contact Resolution is often an ongoing initiative that relies on an evaluation process by an assigned team, rather than being a core part of an agent or supervisor's day to day job. In this session, we will discuss how
to create an FCR process and system that will put ongoing FCR improvement into the hands of your operations staff, without relying on specific teams and skill sets.

Key Take Aways:

• Framework for how FCR improvement can be done daily and consistently
• Tools to ensure agents can directly impact FCR in a measurable way
• Metrics for new approaches to Quality Reviews

 RT3. Advancing Social Media: Been There, Done That, Now  What? 

FACILITATOR:
Kymberlaine Banks, Social Media Evangelist, TelVista

For experienced Social Media leaders only. Social Media has come a long way in the last couple of years. What's next in Social Media Customer Care? How are things evolving? What are customer expectations of Social Media - really?

Key Take-Aways:

• Lessons learned from other seasoned Social Media pioneers; what are the new metrics
• Success factors for organizing Social teams and evolving social programs
• Insights on how and where companies are engaging across social networks

 RT4. Why Didn't I Think of That?  15 Great Ideas to Boost
 Efficiency and Effectiveness

CO-FACILITATORS:
John Broderick, Chief Executive Officer, Cicero

Tom Aiello, Senior Vice President of Sales, Cicero

No matter how the economy changes or what the latest trends in customer contact may be, one thing is consistent in our jobs: we are constantly being challenged to deliver better results and with less.  Margins and headcounts are being squeezed, and as a result, we need to find new, creative ways to boost efficiency and effectiveness that we have not considered before.

Key Take-Aways:

• Lessons learned from focusing on efficiency and effectiveness
• Steps that you can take to drive efficiency and effectiveness
• Guide to selling your plan to management!

 RT5. Serving Today’s Mobile Customer: The Paradigm Shift That’s Revolutionizing Customer Engagement

FACILITATOR:

Ian Greene, Director, Solutions Architecture, Voxeo

Companies across industries are leveraging the power and ubiquity of mobile to transform the way they serve and engage their customers. Are you? In this roundtable session we’ll uncover key findings from a recent survey of your peers. What are the top three objectives driving mobile adoption? What are the primary challenges? Where are companies realizing success? We’ve got the data and insights to share.

Key Take-Aways:

• Best Practices from the recent ICMI research study, The Importance of a Mobile Customer Service Strategy
• Insight on what your peers are doing, including their priorities, objectives, challenges and successes
• Guide to the components that go into building a business case for adding mobile to your customer service strategy

 RT6. LATAM - How North American Companies Are Embracing  Latin America

FACILITATOR:
Claudia Petrosian, Senior Vice President, Global Account Management, Sitel

Latin America has become the world’s next customer care hotspot due to the region’s unique ability to offer dynamic, multilingual contact center services for a wide range of global markets.  The region continues to grow with its skilled resources, competitive costs, high quality of customer service, strategic geographic location and strong English and bi-lingual capabilities. This interactive session will provide a global perspective on how North American companies are embracing Latin America – as an offshore alternative, as a Spanish language hub, as a domestic market.  
 
Key Take-Aways:

• Overview of the Latin America nearshoring – is it right for you?
• Insight on managing a Latin American labor pool – from holidays to legislation
• Best practices/strategy to leverage Latin America to balance a global footprint and drive success
• Guide to which markets are growing and what are they doing?

3:50pm

Networking, Refreshment, and Exhibition Break

Solution Showcase
Hosted by: Cicero

4:30pm

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

 
 Best Practices and Lessons Learned:  Prioritizing Investments,
 Quantifying Financial Impact, and Operational Budgeting for  the Contact Center

Michael Taylor, Senior Director, Client Support, Careerbuilder.com

Jamie Morin, Senior Vice President, Client Services, WEX Inc.

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

Our industries, products, customers, and technologies are evolving with increasing speed. We are facing the challenge of demonstrating greater value to the customer and our business, but how?! How do we know our objectives are aligned to the business, and that our KPIs resonant beyond our team? How can we forecast our budgeting with so much change and variance? Are we making the right investments and priorities to set ourselves up for success in the future?

Key Take-Aways:

• Frameworks to align your center's strategy to your business
• Tools to identify the key indicators that resonate with your stakeholders and prioritize accordingly
• Guides to forecast and budget within increasing uncertainty
• Lessons learned from others who have faced this challenge

5:45pm

“Tasty Travels” Networking Reception

Solution Showcase
Hosted by: Sutherland Global Services

6:30am

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.

8:15am

9:00am

9:15am

  
 “Radar On – Antenna Up”: How The Ritz-Carlton Fulfills Their
 Guest’s Unexpressed Wishes and Needs

Jeff Hargett, Senior Corporate Director, Culture Transformation, Ritz-Carlton Leadership Center

This program will have you on the edge of your seat wanting more; this is where the real excitement of The Ritz-Carlton culture comes to life. There is no greater experience in service delivery than to surprise and delight a customer and we’ll show how the Ritz-Carlton takes service excellence to the highest levels every day, focusing on important elements and subtle nuances of delivering excellent customer service in a consistent manner.

Key Take-Aways:

• Key service principles which lead to emotional connections
• Legendary service does not have to cost a lot of money
• The difference between expressed and unexpressed customer needs
• The Power of Surprise and Delight
• Gold Medal vs. Silver Medal…the difference is Radar On-Antenna Up

Olivette Whipple, Vice President, Call Centers, IBM

This session will explain the journey that IBM started over a decade ago to transform all its customer experience and support activities, creating a multi channel environment, consolidating country and regional assistance centers, and increasing service ratings at the same time as restructuring support technologies. The ongoing journey includes transformation of inbound and outbound activities and significant growth in emerging markets.

Key Take-Aways:

• Guide to creating a globally integrated enterprise while ensuring local satisfaction
• Best practices from the approach to cultural change in a company the size of IBM
• Examples of how you can apply this learning progression in your own organization

 The Power Showcase
 
 A simultaneous demonstration of products, services and solutions.
 Find the company that most intrigues you, grab a chair and hear their  story. Limited seating is available.

 
 Peer Council Breakout Sessions  - Create, Communicate, and
 Connect


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

 Choose one of the following:

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

MODERATOR:
Michael Aviotti, Vice President, Customer Service, CareFusion

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. Finding and Developing Outstanding Contact Center Talent

 MODERATOR:

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

Cultivating strong leaders within a contact center environment can be a big challenge, while hiring experienced leaders externally can seriously tax your personnel budget. In this session we will explore ways to identify and grow capable leaders from deep inside your organization, while developing your own skill in 'leading the leaders'.

Key Take-Aways:

• Insight on ways to re brand your contact center as a professional & leadership development program
• Framework for identifying leadership traits early and how to transition those tendencies into real management experience
• Exploring ways to keep your seasoned leaders on board, even if no immediate internal opportunities are available

 PC3. Building a Continuous Improvement Culture

 CO-MODERATORS:

 Jaunna Bawden, Associate Director, Customer Care Operations,  LoyaltyOne

 Justin Singh, Associate Director, Customer Care Planning, Analysis &  Reporting, LoyaltyOne

 We all understand the need for continuous improvement (CI) to drive a  business forward and remain competitive.  Within an already full  workload, how do you ensure continuous improvement opportunities are  consistently identified?  How do you transition Continuous Improvement  from a “task” and make it a leadership ”accountability" at all levels?
 
 Key Take-Aways:

• Strategies and tactics to identify leading practices for continuous improvement
• How to develop a culture of continuous improvement and continuous learning with your leaders
• Lessons learned:  How to drive CI and make it stick in your contact center

 PC4. Social 101: Establishing and Operationalizing Your Social
 Presence

MODERATOR:

Michael Taylor, Senior Director, Client Support, Careerbuilder.com

Twitter and Facebook have become the channel of choice for customers demanding fast responses and outstanding service. Whether your company already offers support in these channels or not your customers expect you to! These channels have given customers new ways to manage their experience with you and share it with a huge online audience. We must be ready to take advantage of the unique opportunities these channels provide and understand their challenges.

Key Take-Aways:

• Action steps to get started today and build a strong foundation for future growth.
• Insight on where to position social within your company and how to forge the relationships you need to support this work.
• Guide for what makes a successful social media specialist. Do you already have these people or do you need to hire them?
• Best practices for: responding to online criticism, when to take online conversations offline, how to use social to surprise and delight.

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

MODERATOR:

David Christopher, Director, Customer Experience Center, Sony Electronics

Though small to mid-size 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 that are tailed to our unique call center needs
• Insight on policies for managing attendance and adherence issues (that have a large impact on service levels)

 Food For Thought- Networking Roundtables Hosted by Industry  Leaders

 Practitioners and solutions 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 onsite.

 Hosted by: 24-7inTouch, inContact, Telvista

 Think Tank Breakout Sessions - Create, Communicate, and
 Connect

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

 Choose one of the following:

 TT1. Acting on Voice of the Customer (VOC): Collaborating
 Across the Enterprise

CO-FACILITATORS:
Dave Capuano, Vice President, Marketing, Verint Systems

Carlos Herrera, Head of Customer Loyalty, Life Technologies

Customer experience is a foundational element in acquiring, serving and cross/up-selling customers.  Organizations have to understand how to support the customer experience and use it to grow value.  Operations plays a central role in delivering exceptional customer experiences and in this interactive session we will discuss the role operations plays in driving memorable customer experiences, how operations participates in measuring the customer experience through voice of the customer programs, and discuss key measurement techniques and associated metrics. 

Key Take-Aways:

• Understanding the difference between problem solving for customers and creating delight
• Measurement techniques and associated metrics relevant to operations and customer experience professionals
• Lessons learned: success factors and pitfalls from others who have confronted these challenges

 TT2. Where Agents and Technology Converge: Humanizing
 Technology to Enhance Customer Experience
 

FACILITATOR:
Amit Shankardass, Chief Marketing Officer, Alorica

Your customers want a personalized experience with a human touch. You want to automate.  So then, how do you enable the best customer experience by melding technology and humans? 

Key Take-Aways:

• Insights on how technology can deliver a human-like experience
• Success factors for using technology and humans together
• Lessons learned: How others have melded automation and humans

 TT3. Technology Roadmapping the Customer’s Channel Journey 

 CO-FACILITATORS:

 David Agnew, Vice President, IT Customer Care, Suddenlink  Communications

 Peter Wulfraat, Director, West

 Consumer expectations with regards to customer service are evolving as  quickly as the technology required to support them. Choice of channel,  personalization, persistence of data across contacts and proactive  engagement are some of the key areas of investment that enterprises  are making as they plot their 1-3 year customer engagement strategies.  This interactive session will focus on developing the framework for a  strategic technology solutions roadmap in support of your customer  service business imperatives.

 Key Take-Aways:

• Key elements that make up a customer service and technology solutions roadmap

• Best practices for the process and framework for developing your roadmap

• Tools to define your ideal future state with regards to customer service, defining GAPS and prioritizing activities that need to occur to achieve your goals

 TT4. Operationalizing Big Data: Getting Started and Getting
 Results 

FACILITATOR:
Joe Buggy, Senior Vice President, Customer Lifecycle Management, Sutherland Global Services

Harnessing big data is dominating industry conversations and most organizations are grappling with some aspect of it: from building the business intelligence engine to meeting constituents' needs to assessing the true benefit. Regardless of where you are in the continuum, this interactive session will equip you with the tools to create an effective analytics program.

Key Take-Aways:

• Template outlining process and technology requirements prior to launch and ongoing
• Lessons Learned: Insight into avoiding and/or overcoming roadblocks
• Case study: a successful 'Big Data' program assisted a client realize an increase in revenue through improved customer acquisition 

FACILITATOR:
Aaron Cash, Director, Product Management, CallCopy

Smart phones and tablets, with their anywhere-anytime communication, are empowering managers to monitor and respond to changing contact center operations in real time. Forward-looking enterprises can use such advanced technology to better manage operations and service customer needs. In this interactive session, we'll dive into the advantages of using an integrated workforce management system with mobile devices to attain superior efficiency at less cost.

Key Take-Aways:

• Best practices for leveraging social media to communicate with millennial generation staff
• Framework for a successful work-at-home and remote agent deployment
• Insight into how mobile WFM empowers increased scheduling flexibility and convenience

3:35pm

 Choose one of the following:

 EB1. At the Tipping Point: From Call Escalation to Customer
 Satisfaction

Steve Riddell, Chief Operations Officer, Blinds.com

This exciting and fast paced session is designed to show you how your organization can achieve results by concentrating on skill development in the organization and coach your way to world-class excellence. Walk away from this session with a completely different approach on boosting productivity and revenue, and decreasing costs - all while protecting culture.

Key Take-Aways:

• Lessons learned: coaching everyone in your organization...everyday...with an emphasis on skill development
• Insight into why it is important to focus on “competence” rather than “compliance” with sales and customer service people and techniques for empowering people through self discovery
• Success factor: how to create a culture that inspires employees and mirrors award winning organizations like Blinds.com, Zappos.com and Vegas.com
• Examples of how to achieve year over year performance improvement with every one of your call center staff

 EB2. The At-Home Agent Model Maturity Curve

 Paul Vaillancourt, Senior Vice President, Contact Center Operations,  Support.com

Work-from-home Contact Center models have existed for years, yet there still seems to be more questions than answers surrounding how to build and operate one successfully.  How can you tell if this model is right for you and what key factors you must consider if you want to explore the possibility of operating this model?

Key Take-Aways:

• Case history of Support.com’s 100% virtual home agent model from its inception in January of 2008 to the current state of 2013
• Framework of how to re-create the traditional in-person processes of interviewing, training, coaching, etc in a virtual contact center
• Insights on how culture is both different than and the same as that which you might find in a bricks and mortar contact center, plus what techniques allow you to replace “water cooler” socializing

4:20pm

Session to Session Travel Time

4:25pm

  
 Fireside Chat Breakout Sessions - Create, Communicate, and
 Connect

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

 Choose one of the following:

 FC1.  Evolving Customer Surveys: Creating Customer Delight  though Multichannel VoC

 FIRESIDE CHAT WITH: 
 Jessica Johnson, Vice President, Shareholder  Services Group,  Broadridge

 MODERATED BY: 
 Matthew Cockell, Senior Vice President of Sales & Marketing,
 24-7 Intouch

Today, valuable customer feedback is surveyed and collected differently across multiple communication channels that include phone, chat, email, social and mobile. One common goal for most companies is to drive loyalty, delivering first contact resolution (FCR) in the channel customers prefer. How do you best survey each unique channel to achieve this goal? What actionable insight is important to optimize contact center operations to delight the customer?

Key Take-Aways:

• Framework for progressively establishing the right surveys in a multichannel environment
• Best practices for increasing survey acceptance rates
• Insight into how the contact center can incorporate customer feedback to enhance brand loyalty and impact customer strategy

 FC2.  WFO for Efficiency and Enhanced Performance

FIRESIDE CHAT WITH:
Christopher Hermann, Vice President, Customer Service, FIS Global

MODERATED BY:
Turgut Aykin, President, ac2 Solutions

WFO technologies can help you achieve excellence in efficiency and performance, however, selection decisions need to be made with a careful examination of core optimization models and assumptions provided by different WFO tools. As industry surveys repeatedly showed, a majority of WFO teams still rely on their Excel tools and manual work in managing their contact centers - despite the investment in WFO tools to achieve higher accuracy, efficiency and lower costs.

Key Take-Aways:

• Insight on how optimization models and technologies used in your WFO system may constrain or help achieve excellence in your contact center efficiency and performance
• Insight into the Next-Gen WFO technologies that will boost contact center efficiency and performance, and customer service
• Best practices for comparing key optimization models and technologies provided by WFO systems to achieve excellence in contact center efficiency and performance

 FC3.  Multi Channel Integration and Engagement

FIRESIDE CHAT WITH:
Neff Hudson, Assistant Vice President, Emerging Channels, USAA

MODERATED BY:
John Purcell, Director, Customer Care Products, LogMeIn

Delivering optimized customer service through the channels that best meet our customers’ needs plays a critical role in maximizing the long term value of those customers. Although integrating these channels into the contact center or service desk is not trivial, the task is mission-critical in the evolving customer service landscape.

Key Take-Aways:

• Tools to help you determine the value of multi-channel customer service, from both your business and customer perspectives
• Framework of communication channels that really move the needle and positively impact your business
• Action steps for evaluating your current technology in light of multi-channel operational imperatives

 FC4.  Linking Operational Metrics to Business Strategy and
 Outcomes

FIRESIDE CHAT WITH:
Michael Aviotti, Vice President, Customer Service, CareFusion

MODERATED BY:
Justin Lemrow, Director, Continuous Improvement Practice, Contact Solutions

In today’s revenue-driven economy, are you losing sleep worrying about how to demonstrate your contact center’s value to your execs? Are you challenged to balance call center operations with increasing demands to meet higher customer experience SLA’s? How do you capture, track and report your data to show your contact center is performing well and delivering increased value to the company? We explore real-world examples of this growing challenge.

Key Take-Aways:

• Insights into how the metrics you have can identify opportunities to boost your contact center’s impact on customer retention and loyalty 
• Examples of how to leverage smart technology to deliver personalized customer service, based on individual caller behavior, and why it matters to the brand
• Importance of leveraging your multi-channel strategy to prove value, retain customers, and increase revenue
• Framework for linking contact center KPIs to common organizational goals

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.

8:30am

9:10am

9:20am

 
 Cultivating a Spirit of Innovation in Customer Experience

 James Merlino, Chief Experience Officer, Cleveland Clinic

 Using the patient experience as an example, lessons from the Cleveland   Clinic will demonstrate how any industry needs to align their  organization’s culture around the company's most important resource:  customers.

Key Take-Aways:

• Best practices for understanding your customer: a patient perspective
• Success factors for setting the organization’s True North
• Insight on the importance of cultural alignment around the customer

10:00am

 
 Creating a New Enterprise Perception of the Contact Center

 Barbara Porter, Former Vice President, Customer Experience & Business  Development, Nicor National

The power of a company culture is often underestimated; it has a huge effect on the outcome of key business metrics that drive the engagement of your employees and your customers.  Understanding how to measure and link VOE and VOC to drive company performance will help contact center leaders change the conversation at the Executive level, and reposition the contact center as a core company asset.  
 
Key Take-Aways:

• Action steps to implement and leverage VOE and VOC technology to improve decision-making and results

• Insights on how to create a sustainable culture that drives business performance

• Framework for developing a renewed respect for contact centers across the organization

10:40am

11:10am

MODERATOR:
Michael DeSalles, Principal Analyst – Contact Centers, Frost & Sullivan

PANELISTS INCLUDE:
Klaus Buellesbach, Director, Ace Care Center, Ace Hardware

Carolyne Crawford, Senior Director, Customer Experience, Orbitz Worldwide

Abhay Rajaram, Vice President, Customer Success, YouSendIt

Gibbs Jones, Senior Vice President, Customer Experience, Suddenlink Communications

We'll share best practices for providing proactive customer service in a way that improves loyalty, drives revenue and lowers support costs, with lessons learned from delivering outbound customer care and notifications.

Key Take-Aways:

• Insight on the success factors for sending outbound campaigns and 1:1 outreach that customers welcome
• Strategies for using personalization to increase customer engagement and improve the overall experience
• Guide to identifying which messages belong in which channels and how to fine tune

12:00pm

Weighing in on the Golden Nuggets from the 9th Annual Customer Contact 2013, East Executive MindXchange 

SESSION LEADERS INCLUDE:

Gemel Clark, Director, Customer Service, FIS Global

Kerry Hennessey, Senior Manager, Customer Experience, New Balance, Inc

Marv Odell, Vice President, Customer Service, DeCare Dental
 
Participants at each Customer Contact Executive MindXchange come away with a wealth of learnings and it can be a challenge to take it all in; during this interactive session members of our Advisory Board will highlight the most important themes, key take-aways and lessons learned as a capstone for the event.

Shuttle Check in for Site Tour at Sony Electronics in Fort Myers, FL

Lunch will be provided prior to tour. Return shuttle will stop at Fort Myers Int’l Airport and luggage transfer is included.

The Sony Customer Experience Center in Fort Myers, FL is home to Sony’s Customer Care Operations. The center oversees the live operations of four Outsourced Call Centers in Manila, Curitiba and San Salvador, a Chat and email Center in Bangalore and in house Tier 2 operations in San Diego. Handling close to 100 million customer web and call interactions for North and South America in English, Spanish and Portuguese, the center supports over 38,000 different product models and houses the award-winning Sony Social Media Command Center.