Transformational Customer Engagement

Transcription

1 Transformational Customer Enaement Inspirational. Director Global Customer Service, irobot l The best contact center event of the year! It focuses on sharin best practices and buildin relationships. I have described to some that I turn myself Into a spone for 3 days.i also enjoy sharin my knowlede & experiences w/ others. Vice President, Call Center Operations, DENTIST l Great cross section of wide variety of business & industries sharin best practices. Vice President, Enterprise Business Technoloy, MITCHELL INTERNATIONAL l Excellent networkin event. Vice President, Services, GERBER SCIENTIFIC l Great 12th Annual Customer Contact 2016, East: A FROST & SULLIVAN EXECUTIVE MIND CHANGE Part of our 2016 International Customer Contact Executive MindXchane Series April 17-20, 2016 Disney's Grand Floridian Resort & Spa Lake Buena Vista, FL #CCFrost experience to interact with leadin ede ideas. experts Executive Customer Relations Manaer, HP l An event devoted to sharin best practices and connectin with industry experts to understand new technoloy and practices to drive stratey. Vice President, Operations, EQUIFAX l Great interaction with hih level peers. Vice President, Customer Service, DECARE DENTAL, l I hihly recommend the Executive MindXchane to anyone needin to identify successful successful strateies for contact centers. Associate, W.L. GORE & ASSOCIATES l Outstandin event. It is truly a MindXchane... enlihtenin enlihtenin and refreshin. Customer Interaction Center Manaer, ACER AMERICA l It STRATEGIC PARTNER is an opportunity to network & identify industry friends as well as solutions to customer service issues. Customer Experience Manaer, AMEX

2 Join Our Customer Contact LinkedIn Community TOP SIX REASONS WHY YOU SHOULD ATTEND 1. Build Visibility: Customer enaement is the next wave of innovation; the contact center is perfectly positioned to help drive this transformation. 2. Get Ready: Ensure you have the people, process and technoloy to stay ahead of the revolution in customer expectations. 3. Collaborate, Collaborate, Collaborate: Enae in strateic conversations! The open, candid discussions with customer care and customer experience thouht leaders are exercises in creative thinkin and reat platforms for eneratin reat ideas. 4. See for Yourself: Join us for a tour of the Disney Reservation Center and et tanible examples of customer enaement excellence. 5. Relax, Have Fun and Make New Friends: Keep your contact list buildin and enines at hih rev, while enjoyin over a dozen unique networkin events, includin our Participant Meet n Greet, Disney Tours, Welcome and Kickoff Reception, Four Truths and a Lie Networkin Reception, not to mention our Beach Party Featurin the 12th Annual Customer Contact BEACH OLYMPICS. 6. Take Control of Your Outsourcin Stratey: Stop by the Sourcin Clinic where top-level outsourcin analysts, subject-matter experts and savvy providers will share best practices and lessons learned in leverain outsourcin for innovation and transformation. WHO YOU WILL NETWORK WITH n Join our rowin community of customer contact, customer experience, and operations executives seekin and sharin new ideas and creative approaches to common challenes. Network with Vice Presidents, Directors and Senior Manaers of: Call Centers Contact Centers Customer Analytics Customer Care Customer Contact Customer Experience Customer Satisfaction and Loyalty Customer Service Customer Stratey Customer Support Operations Quality Assurance Sales & Marketin MORE CONTENT THAN ONE PERSON CAN HANDLE 82% of surveyed participants recommend sendin 2 or more team members based on the amount of networkin opportunities and rane of content bein delivered. SNAPSHOT OF COMPANIES REPRESENTED AT OUR PREVIOUS CUSTOMER CONTACT EXECUTIVE MINDXCHANGES EXECUTIVE PROFILE Executive 75% (Vice President, Director) Manaement 19% Other 12TH ANNUAL CUSTOMER CONTACT 2016, EAST: EXECUTIVE MINDXCHANGE ADVISORY BOARD An Event Shaped by a Community of Your Peers! Frost & Sullivan extends its appreciation to the followin Advisory Board Members for their expertise and valuable support in ensurin the aenda delivers relevant and valuable content. Chris Hendry Vice President, Reional Call Center Operations Healthways Marty Kaufman Vice President, Customer Experience Weddinwire Stephen Loynd Global Proram Director, Customer Contact Frost & Sullivan Scott Ramsey Director, Global Contact Center Operations AOL Vicki Soni Assistant Vice President, Member Solutions, Service Nationwide Insurance Ann Szymanowski Global Director, Customer Service Dow Chemical Bill Whyte Senior Vice President & Chief Member Services Meridian Credit Union Dou Woodard Manain Vice President, Customer Channels US Card Operations Capital One 6% Join the Conversation... #CCFrost 2 Reister Now events.us@frost.com tel: GO FROST ( ) fax:

3 Schedule-at-a-lance Join Our Customer Contact LinkedIn Community CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your aenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featurin creative thinkin and idea eneration. Deliverin Value to the Customer Aent Stratey and Tech-Enablement Channel Excellence Omni Channel Customer Experience Stratey & Implementation Zone 5. Millennials: Disruption and Opportunity Zone 6. Contact Center Manaement Excellence The Sourcin Clinic Schedule-at-a-lance is preliminary and will be updated as information becomes available. SATURDAY, APRIL 16, 2016 ARRIVAL DAY 7:00pm Suested Arrival Time Arrive Saturday to participate in Sunday's Networkin Activities SUNDAY, APRIL 17, 2016 NETWORKING DAY Brin plenty of business cards, relax, meet-and-reet durin this fun-filled day devoted to makin new contacts and new friends. For all afternoon & evenin orientations, the dress code is business casual. 8:30am Disney s Keys to the Kindom Tour - Check-In 9:00am Disney s Scavener Hunt - Check-In 3:30pm Sponsor ROI Workshop 5:00pm Sponsor Reistration & Orientation Reception 6:00pm Speaker & Thouht Leader Orientation 6:45pm Participant Meet n Greet This end-user/participant activity is your opportunity to identify riht out of the ate those peers who share challenes similar to your own. It's a reat way to find participants who have thouht leadership you can benefit from and to facilitate later dialoues throuhout the event. 7:30pm Anchors Aweih Kickoff Reception MONDAY, APRIL 18, 2016 GENERAL SESSION AND EXHIBITION 7:30am Reistration, Continental Breakfast, and Exhibition 8:15am Welcome and KEYNOTE Enain with the Consumer of the Future: The Next Wave of Innovation 9:10am Naviatin Customer Contact 2016, East 9:25am NETWORKING Team Challene #1 9:30am CASE HISTORY Reimainin Customer Enaement: How One Contact Center Helped the Enterprise Get to the Forefront of Innovation 10:00am Networkin, Refreshment, and Exhibition Break 10:30am Zone 5. Zone 6. CONCURRENT COLLABORATION ZONES - Fireside Chats Fireside Chats are informal conversations that draw upon the experience and expertise of the featured executive and/or use case. Choose one of the followin zones: Voice of the Customer: Perspectives on Needs, Relevancy, and Value Easy to Work With and For: A Real World Use Case on Leverain Technoloy to Reduce Effort Chat with Your Customer: Real Time and Personal Leverae Your Online Community (ies) to Improve the Customer Experience Text is the New Talk: Use Cases for Enain Millennial-Minded Consumers New Approaches to Manain New Workforce Models 11:30am Session to Session Travel Time 11:35am CONCURRENT SESSIONS Choose one of the followin concurrent sessions: INTERACTIVE Solutions Wheel - Play the wheel to find out which of the industry's products and services will help you solve your challenes. It is a series of rapid fire, one-on-one meetins with leadin solution providers both intense and fulfillin. ( OR ) FROST & SULLIVAN VISIONARY INSIGHT Game Chanin Technoloies on the Horizon FOLLOWED BY IDEA CENTER AND FORUM Continuous Process Improvement in Customer Care 12:55pm Food For Thouht Networkin 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. 2:05pm NETWORKING Team Challene #2 2:10pm Session to Session Travel Time 2:15pm Zone 5. Zone 6. 3:45pm 4:10pm 4:50pm CONCURRENT COLLABORATION ZONES - Roundtables Roundtable sessions capture the power of all participants voices, insihts and experiences via roup discussion and exploration of the issue at hand. Choose one of the followin zones: Influencin Customer Persona Development Cuttin-Ede Techniques for Enhancin the Quality of Aent Communications: Evaluations, KPIs and Speech Analytics Explorin the Possibilities: Incorporatin Video Aent Interaction into Your Customer Experience Stratey The Omni Channel Culture The Customer of the Future: Are Your Readyin for the Post-Millennial Generation? The Six Sima Supervisor: Manain People and Data for Continuous Process Improvement Networkin, Refreshment, and Exhibition Break Member Showcase and SUCCESS STORY Goin Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue throuh Deeper Customer Relationships Session to Session Travel Time 4:55pm CONCURRENT SESSIONS Choose one of the followin concurrent sessions: INTERACTIVE - Solutions Wheel Play the wheel to find out which of the industry's products and services will help you solve your challenes. It is a series of rapid fire, one-on-one meetins with leadin solutions providers both intense and fulfillin. ( OR ) INTERACTIVE EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM The Nuances of NPS 6:15pm Four Truths and a Lie Networkin Reception TUESDAY, APRIL 19, 2016 GENERAL SESSION AND EXHIBITION 6:15am Early Risers Run/Walk 8:00am Continental Breakfast and Exhibition 8:45am Ice Breaker and KEYNOTE The Secret Sauce: Empathetic and Enaed Aents 9:45am Frost & Sullivan Customer Contact Executive MindXchane Advisory Board and Member Reconition 9:50am NETWORKING Team Challene #3 9:55am Ask the Experts! Panel Discussion: Findin Your Balance: How Deep Does Customer Enaement Really Need to Go? 10:35am Member Showcase 10:50am Networkin, Refreshment, and Exhibition Break 11:20am CONCURRENT COLLABORATION ZONES - Peer Councils Peer Council sessions are participant-driven discussions focusin on your key challenes and concerns. Choose one of the followin zones: Strateic Thinkers Only: A Forum for Seasoned Customer Contact Executives Contact Center Optimization on a Shoestrin Customer Contact, Up in the Cloud B2B:The Unique Nature of Customer Service THE SOURCING CLINIC WHAT, WHEN AND WHERE: Mappin Your Outsourcin Stratey and Shores 12:15pm Food For Thouht Networkin 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. 1:30pm NETWORKING Team Challene #4 1:35pm Session to Session Travel Time Reister Now events.us@frost.com tel: GO FROST ( ) fax: /ccs

4 Schedule-at-a-lance Join Our Customer Contact LinkedIn Community CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your aenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featurin creative thinkin and idea eneration. Deliverin Value to the Customer Aent Stratey and Tech-Enablement Channel Excellence Omni Channel Customer Experience Stratey & Implementation Zone 5. Millennials: Disruption and Opportunity Zone 6. Contact Center Manaement Excellence The Sourcin Clinic Schedule-at-a-lance is preliminary and will be updated as information becomes available. 1:40pm Zone 5. CONCURRENT COLLABORATION ZONES - ThinkTanks ThinkTank sessions employ interactive team exercises in a roll up your sleeves learnin environment. Choose one of the followin zones: Customer Experience Journey Mappin: How to Desin an End-to-End Journey A New Approach to Employee Enaement and Retention Automated Customer Care with a Human Touch Measurin and Manain the Omni Channel Aent Experience From 0 to Diital: Orchestratin Processes for Customer Enaement Excellence 3:10pm Networkin, Refreshment, and Exhibition Break 3:40pm CONCURRENT CASE HISTORIES and THE SOURCING CLINIC Choose one of the followin concurrent sessions OR participate in The Sourcin Clinic: Perfectin the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less ( OR ) Actionable Application of Bi Data ( OR ) THE SOURCING CLINIC HOW: Assessin Outsourcin Vendor Capabilities; Governin the Relationship; and Partnerin on Innovation 4:25pm Session to Session Travel Time 4:30pm 5:30pm 5:45pm 6:30am 8:15am 9:00am 10:00am 10:30am 11:00am 12:00pm 12:30pm 1:00pm 4:00pm 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. Choose one of the followin zones: Context Enaement: Forward Thinkin Ways to Serve Your Customer Employees & Pajamas: How and Why Home Aent Prorams Work The Power of Natural Voice Technoloy: Creatin a Truly Personalized Experience Desinin an Omni Channel Approach to Self Service Concurrent Collaboration Zones Conclude Beach Party Featurin The 12th Annual Customer Contact BEACH OLYMPICS WEDNESDAY, APRIL 20, 2016 GENERAL SESSION, EXHIBITION, AND SITE TOUR CASUAL WEDNESDAY! Feel free to come down in your most comfortable travel wear so you can check out early, store your bas and ensure a stress-free day. Early Risers Run/Walk Continental Breakfast and Exhibition Kickoff and KEYNOTE At the Leadin Ede of a Personal Customer Experience CASE HISTORY Best Practices and Lessons Learned in Mobile Customer Enaement Networkin, Refreshment, and Exhibition Break INNOVATORS SPOTLIGHT Customer Enaement Innovators Best of the Best Ideas and Farewell Finale Content for the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchane Concludes DISNEY RESERVATION CONTACT CENTER SITE TOUR Shuttle Check In Lunch will be provided. Disney Reservation Center Site Tour Concludes The Sourcin Customer Contact 2015, West: The Who, What, When, Where and How If you need to know what really works, the current trends and challenes, the new technoloies and opportunities, and the transformation in provider relationships that drive a savvy sourcin stratey then this is THE place to be. You will benefit from the real world experiences of peers in the trenches ; the deep experience and best practices of our on-site outsourcin providers; and the hih-level insiht of the lobal director and the principal analyst of Frost & Sullivan s Customer Contact practice. This is where you will et real about developin and manain a smart sourcin stratey; one that powers the efficiency, effectiveness and quality of your customer and brand experience. The clinic is desined for customer contact executives across the outsourcin maturity spectrum from evaluation to expansion, from revisitin an existin stratey to creatin a provider relationship that can drive innovation and transformation in how you deliver customer care. All sessions are collaborative and equally enae all participants in frank discussion of what works, and what doesn t. Clinic Operatin Hours and Specialties: Tuesday, April 19, :20am 12:15pm The Sourcin Clinic WHAT, WHEN AND WHERE: Mappin Your Outsourcin Stratey and Shores Tuesday, April 19, :40pm 4:25pm The Sourcin Clinic HOW: Assessin Outsourcin Vendor Capabilities; Governin the Relationship; and Partnerin on Innovation Join the Conversation... #CCFrost 4 Reister Now events.us@frost.com tel: GO FROST ( ) fax: /ccs

5 Sponsors Join Our Customer Contact LinkedIn Community STRATEGIC PARTNER Qualfon is a business process outsourcin company and a provider of contact center services. Qualfon's success dates back to 1995 and spans outsourcin locations across the U.S.A, Mexico, Guyana S.A., and the Philippines. With industry-leadin retention rates, Qualfon's employees stay loner-providin you hih-quality services at a lower price Intouch is a lobal contact center outsourcin company that delivers customizable, quality-driven, customer service solutions, across all industry sements. Usin the most advanced technoloy, comprehensive insihts, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, and social media manaement. Alorica is a worldwide leadin provider of customer manaement outsourcin solutions spannin the entire customer lifecycle. With customer care, sales, and technical support alon with loistics and fulfillment, Alorica offers a seamless customer experience across all service channels. Alorica s proven industry experience and know-how provide insanely reat customer experiences Aspect helps companies deliver remarkable customer experiences across every conversation and channel - throuh a sinle, eleant software platform. As the lobal leader in customer enaement solutions and cloud hostin services, our unified interaction manaement, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points. Cicero provides process analytics and automation solutions that help oranizations isolate process issues and automate employee tasks in the contact center and back office. By realizin and removin the barriers to productivity, customers such as Nationwide and UBS use Cicero solutions to build enterprise value by improvin performance, reducin cost, and transformin the employee and customer experience. Concentrix, a wholly owned subsidiary of SYNNEX Corporation, is a lobal business services company focused A Business Services Company on process optimization, customer enaement stratey, technoloy innovation, and ecosystem performance. Our holistic approach to customer enaement, deep domain expertise, and process innovation enable us to deliver unique, transformational solutions for our clients. Enhouse Interactive delivers technoloy and expertise to maximize the value of every customer interaction to over 10,000 companies. The company develops a comprehensive portfolio of customer interaction manaement solutions. Core technoloies include contact center, attendant console, predictive outbound dialer, knowlede manaement, IVR and call recordin solutions that support any telephony environment, on premise or in the cloud. Five9 is a leadin provider of cloud contact center software, brinin the power of the cloud to thousands of customers and facilitatin more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helpin oranizations of every size transition from premise-based solutions to the cloud GC Services is the larest privately owned multichannel customer contact BPO in the United States. Our core competencies are customer acquisition, customer care and receivables manaement for public and private sectors. With an averae client tenure of 13 years, we maximize customer value and minimize costs for your contact center operations. Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make reat CX reat business. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate over 100 million diital and voice interactions each day. Call us at customer interaction. incontact's powerful cloud-based solutions help today's contact centers create profitable customer experiences and optimize the quality and effectiveness of every Interactions enables companies to more effectively interact with their customers. We provide an automated voice solution that leveraes an unprecedented level of understandin enablin a productive two-way dialoue, quick responses to customer requests, and a natural and easy way to communicate. Follow us on LoMeIn, Inc. (NASDAQ: LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and enae with their workplace, colleaues, customers and products anywhere, anytime. LoMeIn is headquartered in Boston with offices in Banalore, Budapest, Dublin, London, San Francisco and Sydney. Pipkins Inc., founded in 1983, is the leadin supplier of workforce manaement software and services to the call center industry, providin sophisticated forecastin and schedulin technoloy. Pipkins forecasts and schedules more than 300,000 aents in over 700 locations across all industries worldwide. They are headquartered in St. Louis, Missouri. We make a phone call effortless. Our Intellient Voice Automation allows callers to easily complete requests without the use of a Live Aent. Throuh our unique, cloud-based Artificial Intellience platform, we provide Voice-as-a-Service for 90+ companies and help them to provide an effortless customer experience while simultaneously reducin operatin costs. In an era of empowered, hyperconnected customers, Sparkcentral is the only CRM platform for enterprises that unifies social, mobile, cloud and contextual data to proactively deliver personalized and enain customer experiences. Customer service teams use our software to efficiently handle lare amounts of customer inquiries in a fast and structured manner. Let's reimaine the future of customer experience toether. Reister Now events.us@frost.com tel: GO FROST ( ) fax: /ccs 5

6 Sponsors Join Our Customer Contact LinkedIn Community SPS As a systems interator, SPS helps companies Interate. Collaborate. Accelerate. boost revenue and deliht customers lobally. SPS continuously alins information, competencies and tools to make technoloy work for your business benefit and prove measurable ROI. Our specialized teams provide lonview plannin services, analytic tools and optimization strateies to empower your contact center. Support.com, Inc. (NASDAQ: SPRT) is a leadin provider of cloud-based software and services for technoloy support, includin the Nexus Support Interaction Optimization (SIO) solution that enables companies to boost aent productivity, dramatically improve the customer experience and more quickly resolve complex technoloy support issues. Sutherland Global Services is a multi-national technoloy-enabled BPO services company providin interated Platform-based and Analytics enabled business-cycle support solutions. By interatin hihly trained people with state-of-the-art technoloy and proven business methodoloies, Sutherland collaborates with clients to help them excel in their industry and maximize their customers lifetime value. Teleperformance, the worldwide leader in outsourced multichannel customer experience manaement, serves companies around the world with customer care, technical support, customer acquisition, debt collections and back office prorams. Teleperformance operates more than 135,000 computerized workstations, with 182,000 employees across more than 270 contact centers in 62 countries. Upstream Works delivers contact center solutions and analytics that enable aents to resolve customer issues efficiently and effectively while complyin with business rules. The result is a rise in first-call resolution rates that cut customer churn, reduces the call volume, and raises employee morale, ultimately improvin customer satisfaction and productivity. Verint is a lobal leader in Actionable Intellience solutions. Our portfolio includes Customer Enaement Optimization software and services that capitalize on solutions from KANA, A Verint Company to help oranizations enrich customer interactions across communications channels, optimize their workforces, and improve business processes. Verizon Enterprise Solutions creates lobal connections that enerate rowth, drive business innovation and move society forward. With industry-specific solutions and a full rane of lobal wholesale offerins provided over the company s secure mobility, cloud, strateic networkin and advanced communications platforms, Verizon Enterprise Solutions helps open new opportunities around the world for innovation, investment and business transformation. Get Your Hands on the Executive MindXchane Chronicles: A Real Golden Nuet that Continues to Add Value Post-Event Now you can have your very own detailed summary of the event presentations, eneral sessions and interactive sessions, to brin back to your oranization and team. WHAT DO YOU GET? You will benefit from a thorouh and focused chronicle of the Frost & Sullivan Executive MindXchane, includin key take-aways and action items to implement in your own oranization. THE BENEFITS ARE NUMEROUS: n Access to all notes; let us do all of the note takin for you n Take the event home to your teammates that were unable to attend n Ensure you benefit from all the sessions, even the ones you missed n Never foret what you learned and who spoke at the event n Hue savins for these esteemed chronicles for event participants n Plus much, much more! PRICING: The all new Executive MindXchane Chronicles are now available for purchase. Event participants will receive savins of over 50%. Participant Pricin: On-site: $395 Post-event: $495 Non-Participant Pricin: Post-event: $695 FOR MORE INFORMATION, CONTACT: Matthew or matthew.mcsweean@frost.com 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 uarantee that notes for each and every session will be submitted as requested. 6 Reister Now events.us@frost.com tel: GO FROST ( ) fax: /ccs

7 Join Our Customer Contact LinkedIn Community Virtual Events Interested in ettin live and interactive hih-quality content riht from your desktop? If so, then Frost & Sullivan s complimentary ebroadcasts are for you. By combinin the immediacy of the web with the impact of streamin audio, these one-hour, topic-specific seminars, allow participants to exchane real-world experiences with senior-level executives and key industry analysts. Upcomin ebroadcast: Voice of the Customer: A New Era for Capturin Better Customer Insihts Learn how the riht, model-driven application development platform can help your oranization evolve at the hih speed needed to overtake the competition. Live: November 12 at 2:00 pm Eastern To Reister: ondemand ebroadcasts The Need for Speed: How Faster Application Development Drives A Competitive Advantae Learn how the riht, model-driven application development platform can help your oranization evolve at the hih speed needed to overtake the competition. Available Now: Deliverin Superior Support in the Omni-channel World: Optimizin Enaement with Today s Connected Customer Discover how to optimize your support practices to address today s mobile customer and improve the overall customer experience while reducin support costs. Available Now: Drivin Call Center Performance with Support Interaction Optimization Support Interaction Optimization (SIO) is chanin the way call centers and support oranizations resolve complex issues and deliver Olympic-caliber support. Available Now: Additional ebroadcasts are bein added on a reular basis. For Frost & Sullivan s latest ebroadcast calendar, o to Reister Now events.us@frost.com tel: GO FROST ( ) fax: /ccs 7

8 Reistration 12th Anniversary Customer Contact 2016, East: A F R O S T & S U L L I V A N E X E C U T I V E M I N D C H A N G E APRIL 17-20, 2016 DISNEY S GRAND FLORIDIAN RESORT & SPA LAKE BUENA VISTA, FL Reister online! Reistration/Pricin Schedule Reistration at Frost & Sullivan Executive MindXchane events is subject to review, and restricted to end user practitioners. Therefore, we reserve the riht to decline attendance to any company deemed to be a vendor in the market. For information on how to sponsor a Frost & Sullivan Executive MindXchane, please contact Gary Robbins at robbins@frost.com. VENUE INFORMATION Disney s Grand Floridian Resort & Spa 4401 Floridian Way Lake Buena Vista, Florida Tel: (407) We suest you arrive Saturday, April 16th. Frost & Sullivan will be reservin a limited number of discounted rooms at the event property. Please contact the property directly for rates, availability, and to book your accommodations. Be sure to mention you will be participatin in the Frost & Sullivan event. Participation Packae includes: TO REGISTER: : ONLINE * events.us@frost.com & PHONE GO FROST ( ) 1. Complete access to our Customer Contact Executive MindXchane, includin all keynotes, interactive collaboration zones and non-stop networkin 2. Complimentary subscription to our quarterly Customer Contact ebulletin 3. Access to our Customer Contact Power Point portfolio with insihtful thouht leadership and best practices from our event speakers 4. Access to dozens of Customer Contact industry articles & white papers 5. Complete access to our ondemand library of recent industry ebroadcasts 6. Membership to Frost & Sullivan's Customer Contact, invitation-only LinkedIn Community; available only to event participants and other selected VIP companies 7. Preferred pricin on the Executive MindXchane Chronicles; a collection of notes of the entire Executive MindXchane 8. Access to on-site, post-event Custom Team Trainin; available by reservation 9. New Connections, New Friendships, New relationships Schedule a One-On-One Growth Stratey Dialoue Event Reistration - Complete Series ($250 Savins) (Inclusive of: Event Reistration, Executive MindXchane Chronicles, Choice of Networkin Activity, and Site Tour) Event Reistration - Executive Series $3240 ($150 Savins) (Inclusive of: Event Reistration and Executive MindXchane Chronicles) A-La-Carte Options: Event Reistration General Pass (Inclusive of: General Session Reistration ONLY) Disney s Keys to the Kindom Tour Disney s Scavener Hunt Disney Reservation Contact Center Site Tour Executive MindXchane Chronicles Customer Contact 2016, East Executive MindXchane Chronicles A real Golden Nuet that continues to add value post-event! As a thorouh and focused set of notes, the Customer Contact 2016, East Executive MindXchane Chronicles is prepared by your peers to ensure you don't miss out on any sessions that run concurrently with those that you selected. If you are unable to sin up for this now, you may order post event. Please note that post event purchases will be $495 so et your hands on these collections at the lower rate now! Non-participant & Group Discounts Available Contact: GO FROST for details $3520 $2995 $75 $75 $100 $395 $995 Subscribe to the Customer Contact ebulletin A Quarterly ebulletin From the Oranizers of the Customer Contact Executive MindXchane Series To Subscribe Visit A Growth Stratey Dialoue (GSD) is a customized session for Senior Executives facilitated by a Frost & Sullivan rowth stratey consultant and a tenured industry analyst. Ask questions and brainstorm with experts to evaluate and enhance your rowth stratey. These on-site sessions are exclusive with a limited number of slots, and reservations will be confirmed on a first-come, first-served basis. Please have a Frost & Sullivan associate contact me to secure my Growth Stratey Dialoue time slot. Payment Procedures Payment in full is required immediately upon reistration 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 MindXchane. If, for any reason, you are unable to attend the Executive MindXchane for which you are reistered, and notify Frost & Sullivan in writin more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward reistration at any other Frost & Sullivan Executive MindXchane. The credit must be used within 90 days of the oriinal reistration date and can be applied to any Executive MindXchane event scheduled up to one calendar year from the event for which you oriinally reistered. 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 remainin balance can be applied to any Executive MindXchane up to one calendar year from the event for which you oriinally reistered. Notification must be received by Frost & Sullivan in writin. 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, but chanes beyond the control of Frost & Sullivan may occur. The proram aenda will be updated biweekly and can be downloaded from Reister Now events.us@frost.com tel: GO FROST ( ) fax: