Transformational Customer Engagement

Transcription

1 Transformational Customer Engagement Inspirational. Director Global Customer Service, irobot l The best contact center event of the year! It focuses on sharing best practices and building relationships. I have described to some that I turn myself Into a sponge for 3 days.i also enjoy sharing my knowledge & experiences w/ others. Vice President, Call Center Operations, DENTIST l Great cross section of wide variety of business & industries sharing best practices. Vice President, Enterprise Business Technology, MITCHELL INTERNATIONAL l Excellent ideas. networking event. Vice President, Services, GERBER SCIENTIFIC l Great experience to interact with leading edge Executive Customer Relations Manager, HP l An event 12th Annual Customer Contact 2016, East: A FROST & SULLIVAN EXECUTIVE MIND CHANGE Part of our 2016 International Customer Contact Executive MindXchange Series April 17-20, 2016 Disney's Grand Floridian Resort & Spa Lake Buena Vista, FL #CCFrost STRATEGIC PARTNERS devoted to sharing best practices and connecting with industry experts to understand new experts technology and practices to drive strategy. Vice President, Operations, EQUIFAX l Great interaction with high level peers. Vice President, Customer Service, DECARE DENTAL, l I highly recommend the Executive MindXchange to anyone needing to identify successful successful strategies for contact centers. Associate, W.L. GORE & ASSOCIATES l Outstanding event. It is truly a MindXchange... enlightening enlightening and refreshing. Customer Interaction Center Manager, ACER AMERICA l It is an opportunity to network & identify industry friends as well as solutions to customer service issues. Customer Experience Manager, AMEX

2 Join Our Customer Contact LinkedIn Community TOP SIX REASONS WHY YOU SHOULD ATTEND 1. Build Visibility: Customer engagement 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 technology to stay ahead of the revolution in customer expectations. 3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations! The open, candid discussions with customer care and customer experience thought leaders are exercises in creative thinking and great platforms for generating great ideas. 4. See for Yourself: Join us for a tour of the Disney Reservation Center and get tangible examples of customer engagement excellence. 5. Relax, Have Fun and Make New Friends: Keep your contact list building and engines at high rev, while enjoying over a dozen unique networking events, including our Participant Meet n Greet, Disney Tours, Welcome and Kickoff Reception, Four Truths and a Lie Networking Reception, not to mention our Beach Party Featuring the 12th Annual Customer Contact BEACH OLYMPICS. 6. Take Control of Your Outsourcing Strategy: Stop by the Sourcing Clinic where top-level outsourcing analysts, subject-matter experts and savvy providers will share best practices and lessons learned in leveraging outsourcing for innovation and transformation. WHO YOU WILL NETWORK WITH n Join our growing community of customer contact, customer experience, and operations executives seeking and sharing new ideas and creative approaches to common challenges. Network with Vice Presidents, Directors and Senior Managers of: Call Centers Contact Centers Customer Analytics Customer Care Customer Contact Customer Experience Customer Satisfaction and Loyalty Customer Service Customer Strategy Customer Support Operations Quality Assurance Sales & Marketing MORE CONTENT THAN ONE PERSON CAN HANDLE 82% of surveyed participants recommend sending 2 or more team members based on the amount of networking opportunities and range of content being delivered. EXECUTIVE PROFILE Executive 75% (Vice President, Director) *please note this profile is based on past Executive MindXchange Events Management 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 following Advisory Board Members for their expertise and valuable support in ensuring the agenda delivers relevant and valuable content. Marty Kaufman Vice President, Customer Experience Weddingwire Stephen Loynd Global Program Director, Customer Contact Frost & Sullivan Scott Ramsey Director, Global Contact Center Operations AOL Vicki Soni Assistant Vice President, Member Solutions, Service Nationwide Insurance 6% Ann Szymanowski Global Director, Customer Service Dow Chemical Bill Whyte Senior Vice President & Chief Member Services Meridian Credit Union Doug Woodard Managing Vice President, Customer Channels US Card Operations Capital One LOCATION, LOCATION, LOCATION... This year's venue: Disney's Grand Floridian Resort & Spa This AAA Four Diamond Award winning, Victorian themed luxury hotel and spa located at the Walt Disney World Resort in Florida. Just one stop to Magic Kingdom park on the complimentary Resort Monorail, this timeless Victorian-style marvel evokes Palm Beach s golden era. 2 Register Now [email protected] tel: GO FROST ( ) fax:

3 Schedule-at-a-glance Join Our Customer Contact LinkedIn Community CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation. Zone 1. Delivering Value to the Customer Zone 2. Agent Strategy and Tech-Enablement Zone 3. Channel Excellence Zone 4. Omni Channel Customer Experience Strategy & Implementation Zone 5. Millennials: Disruption and Opportunity Zone 6. Contact Center Management Excellence Schedule-at-a-glance is preliminary and will be updated as information becomes available. SATURDAY, APRIL 16, 2016 ARRIVAL DAY 7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activities SUNDAY, APRIL 17, 2016 NETWORKING DAY Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends. For all afternoon & evening orientations, the dress code is business casual. 8:00am Expedition Epcot Scavenger Hunt Team Challenge - Check-In 8:30am Kilimanjaro Safari Expedition with Backstage Access & Networking Challenge - Check-In 3:30pm Sponsor ROI Workshop 5:00pm Sponsor Registration & Orientation Reception 6:00pm Speaker & Thought Leader Orientation 6:45pm Participant Meet n Greet This end-user/participant activity is your opportunity to identify right out of the gate those peers who share challenges similar to your own. It's a great way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event. 7:30pm Anchors Away Kickoff Reception MONDAY, APRIL 18, 2016 GENERAL SESSION AND EXHIBITION 7:30am Registration, Continental Breakfast, and Exhibition 8:15am Welcome and KEYNOTE Engaging with the Consumer of the Future: The Next Wave of Innovation 9:10am Navigating Customer Contact 2016, East 9:25am NETWORKING Team Challenge #1 9:30am CASE HISTORY Reimagining Customer Engagement: How One Contact Center Helped the Enterprise Get to the Forefront of Innovation 10:00am Networking, Refreshment, and Exhibition Break 10:30am 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. Zone 1. Knowing What s Next for Each Customer Persona Zone 2. The Easy Button: How First Tennessee Bank & UBS Leverage Technology to Reduce Effort Zone 3. Personalizing Customer Engagement on Mobile Zone 4. Leverage Your Online Community (ies) to Improve the Customer Experience Zone 5. Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers Zone 6. Customer Support as a Competitive Weapon in a Connected World 11:30am Session to Session Travel Time 11:35am CONCURRENT SESSIONS Choose one of the following concurrent sessions: INTERACTIVE Solutions Wheel - Play the wheel to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solution providers both intense and fulfilling. ( OR ) FROST & SULLIVAN VISIONARY INSIGHT Game Changing Technologies on the Horizon FOLLOWED BY IDEA CENTER AND FORUM Continuous Process Improvement in Customer Care 12:55pm Food For Thought Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site. 2:05pm NETWORKING Team Challenge #2 2:10pm Session to Session Travel Time 2:15pm CONCURRENT COLLABORATION ZONES - Roundtables Roundtable sessions capture the power of all participants voices, insights and experiences via group discussion and exploration of the issue at hand. Zone 1. So You Want To Know What Your Customers Want? Try Asking Them Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics Zone 3. Exploring the Possibilities: Incorporating Video Agent Interaction into Your Customer Experience Strategy Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement Zone 5. The Customer of the Future: Are Your Readying for the Post-Millennial Generation? Zone 6. Who Takes Care of the Agents? Developing Contact Center Supervisors into Influential Leaders 3:45pm Networking, Refreshment, and Exhibition Break 4:15pm SUCCESS STORY Going Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue through Deeper Customer Relationships 4:50pm Session to Session Travel Time 4:55pm CONCURRENT SESSIONS Choose one of the following concurrent sessions: INTERACTIVE - Solutions Wheel Play the wheel to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading solutions providers both intense and fulfilling. ( OR ) EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM The Nuances of NPS 6:15pm Four Truths and a Lie Networking 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 Engaged Agents 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition 9:50am NETWORKING Team Challenge #3 9:55am Ask the Experts! Panel Discussion: Finding Your Balance: How Deep Does Customer Engagement Really Need to Go? 10:50am Networking, Refreshment, and Exhibition Break 11:20am Zone 1. Zone 2. Zone 3. Zone 4. CONCURRENT COLLABORATION ZONES - Peer Councils Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives Contact Center Optimization on a Shoestring Customer Contact, Up in the Cloud B2B:The Unique Nature of Customer Service 12:15pm Food For Thought Networking Roundtables Hosted by Industry Leaders Practitioners and solution providers host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site. 1:30pm NETWORKING Team Challenge #4 1:35pm Session to Session Travel Time Register Now [email protected] tel: GO FROST ( ) fax: /ccs

4 Schedule-at-a-glance Join Our Customer Contact LinkedIn Community CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation. Zone 1. Delivering Value to the Customer Zone 2. Agent Strategy and Tech-Enablement Zone 3. Channel Excellence Zone 4. Omni Channel Customer Experience Strategy & Implementation Zone 5. Millennials: Disruption and Opportunity Zone 6. Contact Center Management Excellence Schedule-at-a-glance is preliminary and will be updated as information becomes available. 1:40pm Zone 1. Zone 2. Zone 3. Zone 4. Zone 5. CONCURRENT COLLABORATION ZONES - ThinkTanks ThinkTank sessions employ interactive team exercises in a roll up your sleeves learning environment. Customer Experience Journey Mapping: How to Design an End-to-End Journey A New Approach to Employee Engagement and Retention Automated Customer Care with a Human Touch Measuring and Managing the Omni Channel Agent Experience From 0 to Digital: Orchestrating Processes for Customer Engagement Excellence SNAPSHOT OF COMPANIES REPRESENTED AT OUR PREVIOUS CUSTOMER CONTACT EXECUTIVE MINDXCHANGES 3:10pm Networking, Refreshment, and Exhibition Break 3:40pm CONCURRENT CASE HISTORIES and THE SOURCING CLINIC Choose one of the following concurrent sessions OR participate in The Sourcing Clinic: Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less ( OR ) Actionable Application of Big Data ( OR ) THE SOURCING CLINIC The A-Zs of Transforming How You Deliver Customer Care 4:25pm Session to Session Travel Time 4:30pm Zone 1. Zone 2. Zone 3. Zone 4. 5:30pm 5:45pm 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. Walgreens: Making the Customer Journey Personal Employees & Pajamas: How and Why Home Agent Programs Work The Power of Natural Voice Technology: Creating a Truly Personalized Experience Designing an Omni Channel Approach to Self Service Concurrent Collaboration Zones Conclude Beach Party Featuring The 12th Annual Customer Contact BEACH OLYMPICS WEDNESDAY, APRIL 20, 2016 GENERAL SESSION, EXHIBITION, AND SITE TOUR TRAVEL READY WEDNESDAY! Feel free to come down in your most comfortable travel wear so you can check out early, store your bags and ensure a stress-free day. 6:30am 8:15am 9:00am 10:00am 10:30am 11:00am 12:00pm 12:30pm 1:00pm 4:00pm Early Risers Run/Walk Continental Breakfast and Exhibition Kickoff and KEYNOTE At the Leading Edge of a Personal Customer Experience CASE HISTORY Chat with Your Customer: Real Time and Personal Networking, Refreshment, and Exhibition Break THE FIX Crowdsourcing Tactical Solutions to Our Most Vexing Challenges Best of the Best Ideas and Farewell Finale Content for the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange Concludes DISNEY RESERVATION CONTACT CENTER SITE TOUR Shuttle Check In Lunch will be provided. Disney Reservation Center Site Tour Concludes Join the Conversation... #CCFrost 4 Register Now [email protected] tel: GO FROST ( ) fax: /ccs

5 Join Our Customer Contact LinkedIn Community 12th Annual Customer Contact 2016, East: A FROST & SULLIVAN EXECUTIVE MIND CHANGE K E Y N O T E S Engaging with the Consumer of the Future: The Next Wave of Innovation Brian David Johnson Futurist in Residence Center for Science and the Imagination Arizona State University The future is Brian David Johnson's business. As a futurist he works with organizations to develop an actionable year vision and what it will feel like to live in the future. His work is called futurecasting, using ethnographic field studies, technology research, cultural history, trend data, global interviews and even science fiction to provide a pragmatic roadmap of the future. As an applied futurist Johnson has worked with governments, militaries, trade organizations, start-ups and multinational corporations to not only help envision their future but specify the steps needed to get there. Johnson is currently the futurist in residence at Arizona State University's Center for Science and the Imagination and a professor in the School for the Future of Innovation in Society. The Secret Sauce: Empathetic and Engaged Agents! Jeffrey VanDeVelde Senior Vice President & Director, Insights and Client Experience SunTrust Bank Jeff is one of the leading innovators in understanding consumer behavior and applying this knowledge to help organizations drive the changes necessary to create more loyal and engaged customers and employees. Throughout his career Jeff has worked in the Financial Service Industry as a tireless advocate for improving the banking experience for consumers. He has developed and led multiple collaborative groups across all size financial institutions aimed at radically changing the way Financial Institutions deliver experiences to their customers. In his current role with SunTrust Bank, Jeff is SVP, Director of Client Insights and Experience, Jeff applies emerging customer experience disciplines combined with advanced behaviors analytics to uncover strategies for improving customer relationship and driving revenue at SunTrust. Armed with these new insights, Jeff and his team are leading the redesign of the critical consumer and business interactions that occur within a banking relationship. At the Leading Edge of a Personal Customer Experience Ajit Sivadasan Vice President & General Manager, Global ecommerce Lenovo Ajit Sivadasan manages the Global Web strategy for Lenovo across 70+ countries. In his role he manages Lenovo's online sales across its B2C and B2B channels. Over the last 9 years he has architected and built Lenovo's web capabilities working with an internal team spread across 10 countries, growing the business 4x and profits by over 8x. Lenovo.com has won several awards for Usability and Design recently. Ajit holds a bachelor's degree in Industrial Engineering from India, a MS in Industrial Management from Northern Illinois University and a MBA from Claremont Graduate University's Peter F. Drucker School of Management. M A S T E R O F C E R E M O N I E S Patrick Nugent Vice President Frost & Sullivan Patrick Nugent recently joined the Frost & Sullivan Growth, Innovation and Leadership (GIL) team as a Vice President. He has proudly been a part of the Frost & Sullivan events team for the last 15 years. In his role with the Frost & Sullivan events team, he has served as an event facilitator and as Master of Ceremonies. Prior to joining Frost & Sullivan, Patrick was the Director of Business Development for the Illinois Institute for Continuing Legal Education in Chicago. He was also the Founder and Principal of Nugent Corporate Services, an educational event specialty consulting firm. Register Now [email protected] tel: GO FROST ( ) fax: /ccs 5

6 N e two rk in g A c tiv itie s Join Our Customer Contact LinkedIn Community Sunday, April 17, 2016 Expedition Epcot Scavenger Hunt Team Challenge 8:00am Take networking to new heights as you meet and greet your peers at this one-of-a-kind whirlwind scavenger hunt through the countries of Epcot. First team to locate all of the items required, and cross the finish line, will bring home the prize! Lunch will be provided. Location: Meet in Convention Center Lobby Participant Fee: $75 Disney Kilimanjaro Safari Expedition with Backstage Access & Networking Challenge 8:30am Take a journey to find out what happens behind-the-scenes at Disney's Animal Kingdom Theme Park! The highlight of this tour will be a Kilimanjaro Safari Expedition across the lush African savanna. Please note, cameras are not permitted backstage, but welcome on the Kilimanjaro Safari Expedition. Lunch will be provided. Location: Meet in Convention Center Lobby Participant Fee: $75 Disney Participant Meet n Greet 6:45pm This end-user/participant activity is your opportunity to identify right out of the gate those peers who share similar challenges to your own and those who have thought leadership you can benefit from. Anchors Away Kickoff Reception 7:30pm Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails! 6 Register Now [email protected] tel: GO FROST ( ) fax:

7 N e two rk in g A c tiv itie s Join Our Customer Contact LinkedIn Community Monday, April 18, 2016 Four Truths and a Lie Networking Reception 6:15pm Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize. Tuesday, April 19, 2016 Early Risers Run/Walk 6:15am Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking! Beach Party Featuring the 12th Annual Customer Contact Beach Olympics 5:45pm Hors d oeuvres, buffet dinner and just plain Beach Olympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze! Wednesday, April 20, 2016 Early Risers Run/Walk 6:30am Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking! Disney Reservation Contact Center Site Tour 1:00pm The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including Disney World Resorts and Disney World Dining. The center handles an impressive volume of 13 million calls annually and whether through a phone call, an , a web chat or even a letter, they help guests create magical memories that last a lifetime. Register Now [email protected] tel: GO FROST ( ) fax:

8 SATURDAY, APRIL 17 MONDAY, APRIL 18, 2016 Agenda Join the Discussion: SATURDAY, APRIL 17, 2016 ARRIVAL DAY 7:00pm SUNDAY, APRIL 17, 2016 NETWORKING DAY Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activity Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends. For all afternoon & evening orientations, the dress code is business casual. 8:00am Expedition Epcot Scavenger Hunt Team Challenge - Check In: Meet in Hotel Lobby Take networking to new heights as you meet and greet your peers at this one-of-a-kind whirlwind scavenger hunt through the countries of Epcot. First team to locate all of the items required, and cross the finish line, will bring home the prize! Lunch will be provided. Participant Fee: $75 8:30am 3:30pm 5:00pm 6:00pm 6:45pm 7:30pm Kilimanjaro Safari Expedition with Backstage Access & Networking Challenge - Check In: Meet in Hotel Lobby Take a journey to find out what happens behind-the scenes at Disney's Animal Kingdom Theme Park! The highlight of this tour will be a Kilimanjaro Safari Expedition across the lush African savanna. Please note, cameras are not permitted backstage, but welcome on the Kilimanjaro Safari Expedition. Lunch will be provided. Participant Fee: $75 Sponsor ROI Workshop Sponsor Registration & Orientation Reception 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. Participant Meet n Greet This end-user/practitioner networking activity is your opportunity to identify right out of the gate those peers who share challenges similar to your own. It s a great way to find participants who have thought leadership you can benefit from and facilitate later dialogues throughout the event. Anchors Away Kickoff Reception Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails! CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONES Customize Your Agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point free, participant-driven discussions featuring creative thinking and idea generation. Zone 1. Delivering Value to the Customer Zone 2. Agent Strategy and Tech-Enablement Zone 3. Channel Excellence Zone 4. Omni Channel Customer Experience Strategy & Implementation Zone 5. Millennials: Disruption and Opportunity Zone 6. Contact Center Management Excellence MONDAY, APRIL 18, 2016 GENERAL SESSION & EXHIBITION 7:30am Registration, Continental Breakfast, and Exhibition Didn't get your badge at last night's reception? Make sure you're down in time for breakfast and registration to get your event materials now! Already have your badge? Make sure you pick up your event packet and start networking bright and early! Registration Items Welcome and KEYNOTE 8:15am Engaging with the Consumer of the Future: The Next Wave of Innovation Brian David Johnson Futurist in Residence, Center for Science and the Imagination Arizona State University The future isn t an accident. The future is built everyday by the actions of people, organizations and corporations. But how do we build the future? What are the actionable steps we can take today to imagine, model, communicate and build these visions? In his talk Johnson will explore over-arching trends and even some wild ideas that will impact industry and the human race. g A fresh perspective on the technological advances and cultural trends that will affect the future g Insight on what steps you can take today to start shaping the future g Techniques for creating an organization that is focused on the future but that also delivers results today 9:10am Featured Demonstration NAVIGATING CUSTOMER CONTACT 2016, EAST 9:25am NETWORKING Team Challenge #1 CASE HISTORY 9:30am Reimagining Customer Engagement: How One Contact Center Helped the Enterprise Get to the Forefront of Innovation Marton Jojarth Vice President, Customer Success Equinix Over the past decades, management science has developed a host of leadership techniques to stimulate the creativity of employees and to foster innovation at the workplace.these techniques have found their ways into many corporate functions, yet customer service departments are lagging behind in most companies. Contact centers are the last bastions where outdated management techniques invented during the era of the Industrial Revolution are still widely applied. In this presentation here how Equinix has questioned common wisdom to empower employees and to make customer service a strategic differentiator. g Best practices to improve customer satisfaction through employee satisfaction g A framework to increase innovation by shifting the balance between onshore and offshore locations g Lessons learned from internal collaboration challenges 10:00am Networking, Refreshment, and Exhibition Break Featured Demonstration The Sourcing Clinic Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers 8 Register Now [email protected] tel: GO FROST ( ) fax:

9 MONDAY, APRIL 18, 2016 Agenda Join the Discussion: CONCURRENT COLLABORATION ZONES Fireside Chats 10:30am Fireside chats are informal conversations that draw upon the experience and expertise of the featured executive. Zone 1. Knowing What s Next for Each Customer Persona MODERATOR: Jeff Foley Director of Product Marketing for Customer Service Applications Pegasystems As customer expectations rise, it s no longer enough to have a 360 degree view of your customer. You need to show customers you re doing something with their information: a timely offer, a relevant reminder, or a head start by anticipating an issue. We ll discuss how to personalize interactions by effectively incorporating what you already know about your customers, so you can meet their needs consistently, accurately, and efficiently. g Examples of how to inform customer interactions with business rules and predictive analytics g Insights into Next Best Action benefits and which metrics can capture them g Strategies for how to leverage your own data to personalize your customer journeys Zone 2. The Easy Button: How First Tennessee Bank & UBS Leverage Technology to Reduce Effort FIRESIDE CHAT WITH: Clint Babcock Director Robotics and Automation UBS Norman Riddle DCIO - ET Retail, Digital and Ops Systems First Tennessee Bank Brian Ramsey Enterprise Technology Manager - Call Center, Collections, ATM VisaDebit, Items Processing Systems First Tennessee Bank MODERATOR: Neil Crane Director of Project Strategy Cicero Organizations that consistently deliver great service understand this important principle: you must be easy to work for as an employee and be easy to work with as a customer. In order to accomplish this, these companies insist on meaningful insight into their operations in order to isolate process issues and then leverage technology to simplify work. Join us for this interactive Q&A session and learn how First Tennessee Bank leverages technology to reduce both employee and customer effort. g A case history on how First Tennessee Bank is eliminating service barriers and reducing effort g Key findings in how reducing employee effort impacts engagement and the customer experience g Tools and methods to measure effort Zone 3. Personalizing Customer Engagement on Mobile MODERATOR: Sophie Vu Vice President, Marketing Sparkcentral Did you know that effective mobile customer engagement strategies can significantly improve customer satisfaction and customer service agent productivity? For example, customers can connect with a CSR via company-branded, in-app messaging from the convenience of their mobile device. Organizations can then seamlessly connect these mobile identities with their corresponding customer record to create a seamless and delightful customer experience. g Proven ways to employ best practices for mobile customer engagement and communication g Learn how to create personalized experiences for mobile customers g Insight on how companies like yours are tackling mobile engagement Zone 4. Leverage your Online Community(ies) to Improve the Customer Experience CO-FACILITATORS: Rob Howard Vice President & General Manager, Social Communities Verint Daryll Swager Marketing Manager of Dell Software, Social and Communities Dell The digital nature of customers continues to transform customer engagement. As consumers continue to self-serve and seek insights and perspectives from peers, the importance of social communities has grown. Join us to learn best practices for improving the omni-channel customer experience and building stronger brand loyalty via their community. This interactive session will address managing the customer experience holistically across touch points, taking customer engagement to the next level, and creating greater value from their resources. g Best practices for reducing support calls by empowering customers to find solutions and solve problems with online community resources g Guide to collecting and integrating customer feedback from communities as another point of interaction data g Blueprint for facilitating customer interactions with their peers to find the product/service that best fits their needs Zone 5. Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers MODERATOR: Abhay Prasad Senior Director, Cloud Solutions Aspect Research shows that Millennials, and those with a "Millennial Mindset," like self-service, but would prefer text to execute tasks they have traditionally accomplished through an Interactive Voice Response (IVR) system. It s possible with Interactive Text Response (ITR). ITR uses Natural Language Understanding to enable people to engage in personalized, conversational text interactions with an automated system. Simply ask a question and get an answer. ITR combines the 24/7 accessibility and cost reduction value proposition of IVR, but without the headache. Join us to understand the concept, the technologies needed to execute, and use cases for ITR. g Guide to the latest trends in customer service and self-service g Examples of who and what can benefit from Interactive Text Response g Best practices for contact center integration Zone 6. Customer Support as a Competitive Weapon in a Connected World MODERATOR: Lee Gruenfeld Vice President, Strategic Initiatives Support.com The days of customer support being an unwelcome expense are over or should be. In the new connected world, where there are already quantifiable signs of eroding confidence, support interactions represent opportunities to boost adoption and increase brand loyalty. The right technologies can make it happen while avoiding pitfalls the industry is reluctant to acknowledge. g Insights on understanding the real threats facing the adoption of new consumer technologies g Five great imperatives driving support in the connected world g Advanced technologies now available to address evolving needs g New approaches to measuring the support function 11:30am Session to Session Travel Time Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers Register Now [email protected] tel: GO FROST ( ) fax:

10 MONDAY, APRIL 18, 2016 Agenda Join the Discussion: CONCURRENT SESSIONS 11:35am Choose one of the following concurrent sessions: INTERACTIVE Solutions Wheel Play the wheel to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors both intense and fulfilling. OR FROST & SULLIVAN VISIONARY INSIGHT Game Changing Technologies on the Horizon Stephen Loynd Global Program Director Digital Transformation Group, Customer Contact Frost & Sullivan What is on the technology horizon for Customer Engagement as it undergoes its own form of Digital Transformation? What should organizations consider that they may not know is coming? Enterprises and vendors alike have much to consider in This session will be examining themes such as: g The role of exponential technology in Customer Engagement g How intelligence is increasing the effectiveness of tools such as messaging apps g How advanced sensors, imaging, and gamification will help deliver immersive customer experiences going forward g What's the next thing in Customer Engagement? What's visionary? g What is beyond the Internet of Things? g How should companies be repositioning for the future? FOLLOWED BY IDEA CENTER AND FORUM Continuous Process Improvement in Customer Care MODERATOR: Michael DeSalles Principal Analyst, Customer Contact Frost & Sullivan PANELISTS INCLUDE: Tonya Beres Contact Center Manager USA Gov, Office of Citizen Services and Innovative Technologies, General Services Administration Christopher Keenan Head of Worldwide Medical Contact & Insights Bristol Myers Squibb Carolyne Matseshe-Crawford Vice President, Global Customer Experience Services Orbitz Worldwide Clint Morley Vice President, Customer Services Discover Financial Services Alice Sesay Pope Senior Vice President, Customer Experience Officer First Horizon National Corporation Where can you gain the greatest leverage to improve contact center operations? What should you have on your strategic plans for your contact center? How will you continue to deliver great service and results and keep the CFO happy? Finding ways to continuously improve processes is critical to long term success in any contact center. g Examples of new and creative approaches to agent training g Best practices for agent knowledge base or on line handbook g Tools to provide internal and cross departmental feedback when things go awry g Insight on moving beyond communications with agents 2:05pm NETWORKING Team Challenge #2 2:10pm Session to Session Travel Time CONCURRENT COLLABORATION ZONES Roundtables 2:15pm Roundtable sessions capture the power of all participants voices, insights and experiences via group discussion and exploration of the issues at hand. Zone 1. So You Want To Know What Your Customers Want? Try Asking Them! Cary Cusumano Senior Consultant, Customer Experience Strategy Verizon Enterprise Solutions Most organizations have well-established and even robust Voice of the Customer (VOC) programs, but are they built to discern why a customer responded negatively? Find out how you can capture and quantify the importance of key service attributes to your customers journeys. g Techniques for digging deeper into customer expectations g Proven methods to build solutions that meet and exceed expectations g Insight on why no news is NOT good news when it comes to VOC Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics John Cray Vice President, Product Management Enghouse Interactive The demands on voice interactions continue to increase and are more complex than ever before. To ensure top-notch service, it s vital to provide real-time speech analytics, automate agent evaluations, and measure the results. Join us to learn how you can optimize every interaction using a seamless, user-friendly agent desktop that enables direct access to quality management recordings and contact center data in a flash. g Best practices for leveraging real-time speech analytics to ensure quality and boost agent satisfaction and retention g Approaches to identify and adjust metrics to evaluate agents and improve efficiency g Tools to equip agents for successful interactions, with quick access to context and quality management recordings, and the ability to generate screen pops all in one easy-to-navigate agent desktop Zone 3. Exploring the Possibilities: Incorporating Video Agent Interaction into Your Customer Experience Strategy Amit Shankardass Executive Vice President, Marketing EWAP Teleperformance Instructional videos have long been part of the self-help equation. But interactive video (live agent, video chat or kiosks) now has the potential of becoming mainstream with the proliferation of smart devices. In this interactive session, we will discuss whether video should be a part of your customer experience strategy, when is the right time to offer it, where it might fit, and how to best provision this service. g Fact-based insights on customer preferences for video g Best practices for the development and deployment of a video solution g Insights into good applications of video support g Tips and tricks for creating the business case (ROI) g Case study: Deploying a video agent solution 12:55pm Food for Thought Networking Roundtables Hosted by Industry Leaders Practitioners and sponsors 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. Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers 10 Register Now [email protected] tel: GO FROST ( ) fax:

11 MONDAY, APRIL 18, 2016 Agenda Join the Discussion: Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement Ross Haskell Senior Director of Products LogMeIn Today s customer journey consists of millions of intent-driven moments of decision-making and preference shaping that occurs instantaneously. In these micro-moments, consumers are using multiple devices and channels to engage with companies. In fact, 20% of customers use six different channels for support alone. As a result, organizations need to build a seamless experience for their customers across channels and throughout the entire customer journey. g Best practices on how to provide personalized, human support in a digital world g Understanding the value of technology in meeting customers where they are g Proven ways to deliver best-in-class experiences to increase customer retention, satisfaction and engagement in a omni-channel world Zone 5. The Customer of the Future: Are You Readying for the Post-Millennial Generation? Kathy Sobus Director, Customer Experience Consulting SPS Think about the demographics in ten years when the overwhelming majority of the population will be Baby Boomers and GenZer s. How do we prepare for this dichotomy, as both groups will represent our customer base as well as our workforce? Join us to discuss how the race is on in embracing the technologies today that will support long term visions of caring for these two exclusive groups. g Insights on the communication and customer experience expectations of these two groups, largely shaped by innovation today g Fresh perspectives that will allow you to guide your long term strategy to meet the needs of GenZer s and Baby Boomers and how careful planning will be an enabler of meeting these requirements g Best practices and techniques that can be deployed today in your organization in order to prepare for the future Zone 6. Who Takes Care of the Agents? Developing Contact Center Supervisors into Influential Leaders Mike Marrow Chief Executive Officer Qualfon Everyone talks about caring for customers, but who is caring for agents? Exceptional customer experiences are predicated upon strong relationships between agents and contact center supervisors at the point of service. So, how can companies develop these supervisors into leaders who build high-quality relationships with agents? In this roundtable session, we explore supervisor best practices and discuss how to develop supervisors to become messengers, managers and mentors and subsequently drive superior experiences and key business metrics. g Research on the significance of the contact center supervisor g Critical factors and obstacles to their success g Insights in the benefits of having leadership at the point of service g Best practices for developing supervisors into leaders 3:45pm Networking, Refreshment and Exhibition Break Featured Demonstration SUCCESS STORY 4:10pm Going Beyond Up Sell and Cross Sell: How the Contact Center Can Drive Revenue through Deeper Customer Relationships 4:50pm Session to Session Travel Time CONCURRENT SESSIONS 4:55pm Choose one of the following concurrent sessions: INTERACTIVE Solutions Wheel Play the wheel to find out which of the industry's products and services will help you solve your challenges. It is a series of rapid fire, one-on-one meetings with leading sponsors both intense and fulfilling. OR EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM The Nuance of NPS Gregg Brooks Senior Director, Global Customer Operations, North and Latin America Hotels.com INSIGHT: If you ve ever been handed an NPS target that feels numerically impossible and outside your control, you re not alone. Come hear lessons learned from NPS turnarounds and how to apply these to your organization. g Lessons learned from both successes and failures g Guidelines for simplifying the complexity and nuance of NPS into clear and compelling calls for action g Blueprint for investing your dollars and time wisely Marty Kaufman Vice President of Customer Experience WeddingWire BRAINSTORM: Moving NPS from a number to a segmentation strategy. The interactive portion of this session is a live exercise in using the NPS elements to better understand, and deliver on, customer needs. g A repeatable framework for analyzing the components of your NPS g Best practices for leveraging NPS for improved customer segmentation g Insight on how your "versus" defines your approach to NPS improvements 6:15pm Four Truths and a Lie Networking Reception Enjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize. EARLY RISERS RUN/WALK REMINDER SET YOUR ALARM! Tuesday 6:15am Wednesday 6:30am Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking! Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers Register Now [email protected] tel: GO FROST ( ) fax:

12 TUESDAY, APRIL 19, 2016 TUESDAY, APRIL 19, 2016 GENERAL SESSION & EXHIBITION 6:15am 8:00am Early Risers Run/Walk Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking! Continental Breakfast and Exhibition Featured Demonstration Ice Breaker and KEYNOTE 8:45am The Secret Sauce: Empathetic and Engaged Agents Jeffrey VanDeVelde Senior Vice President, Director of Client Insights and Experience SunTrust Bank With more and more interactions happening digitally, it puts more and more pressure on companies to deliver a memorable experience to people when they interact with a human. Research still suggests that consumers are putting high value on human experience even though they are happening less often. These experiences have the opportunity to create greater loyalty and advocacy among certain target audiences. Great brands are architecting these experiences by finding the right people, inspiring them to be great, equipping them with the skills and tools and managing them in a way that gives the person the flexibility to deliver a personalized experience. g Best practices on how to find and use your companies purpose as the foundation for your human experience strategy g Proven ways on how to identify the right talent and immerse them into your culture g Insight on how to sell the concept to the C-suite 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition 9:50am NETWORKING Team Challenge #3 GROUP PACKAGES 91% of surveyed participants recommended sending 2 or MORE executives! Contact us today to learn about the savings and benefits you can receive and be sure to ask about our Team Experience Program. Agenda ASK THE EXPERTS! Panel Discussion 9:55am Finding Your Balance: How Deep Does Customer Engagement Really Need to Go? MODERATOR: Steve Ellis Senior Director, Customer Care EyeMed PANELISTS INCLUDE: Gregg Brooks Senior Director, Global Customer Operations, North and Latin America Hotels.com Mary Ann Monroe Director, Customer Experience USA Gov, Office of Citizen Services and Innovative Technologies, General Services Administration Clint Morley Vice President, Customer Services Discover Financial Services Melanie Shook Vice President of Customer Experience Neustar, Inc Jeffrey VanDeVelde Senior Vice President, Director of Client Insights and Experience SunTrust Bank What is the right mix of investment in voice of the customer and focus on running the business? What is the right mix of customer engagement analysis, understanding what your customer s want, how well you are doing against these needs and the competition? How are the right benchmarks for you and your industry? g Insight on understanding the methods available to gather voice of the customer feedback g Best practices on recognizing advantages and disadvantages to collecting this feedback g Proven ways on cross channel interaction and measurement techniques g Techniques on learning how to turn customer insights into action 10:50am Join the Discussion: Networking, Refreshment, and Exhibition Break Featured Demonstration CONCURRENT COLLABORATION ZONES Peer Councils 11:20am Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns. Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives MODERATOR: Mary Tucker Chief Executive Officer & Founder UPIC Health Where are contact centers going as the digital age eliminates the need to interact with a live person or has it, really? Is disruption possible in the contact center space where millions are employed around the world and if yes, what does human disruption look like? Do contact centers complement digital technology, compete against it, or should they be the drivers of its design, development and adoption? Once the great white way of economies of scale, the time is now to rethink and redefine the contact center as not only Customer Service Channels but Brand Communication Centers of Exceptions Management! For more information, please contact: Matthew McSweegan at , or him at [email protected] g Insights on how to broaden organizational thinking to recognize the power of consolidated communications g Best practices for developing service strategies supporting ever evolving end user demographic mix g Success factors in organizational infrastructures supporting cultures of change, embracing of technology and supporting its development Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers 12 Register Now [email protected] tel: GO FROST ( ) fax:

13 TUESDAY, APRIL 19, 2016 Agenda Join the Discussion: Zone 2. Zone 3. Contact Center Optimization on a Shoestring MODERATORS: Christopher Keenan Head of Worldwide Medical Contact & Insights Bristol Myers Squibb Kathleen Ritz Director, Lead Medical Contact, Europe and Asia Pacific Regions Bristol Myers Squibb Customer Contact, Up in the Cloud MODERATOR: Steve Ellis Senior Director, Customer Care EyeMed Should you move any of your call center solutions to the cloud? What are the risks and advantages? What services are suited for the cloud and what should be maintained on premise? g In depth look into the range of cloud based call center solutions available g Insight on the advantages and disadvantages to cloud based services g Proven ways to enroll your IT partners in the cloud vs. premise based solution Zone 4. 12:15pm B2B: The Unique Nature of Customer Service Food for Thought Networking Roundtables Hosted by Industry Leaders Practitioners and sponsors 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 Challenge #4 1:35pm Session to Session Travel Time CONCURRENT COLLABORATION ZONES ThinkTanks 1:40pm ThinkTank sessions employ interactive team exercises in a roll up your sleeves learning environment. Zone 1. Customer Experience Journey Mapping: How to Design an End-to-End Journey CO-FACILITATORS: Joe Buggy Chief Strategist and Senior Vice President, Customer Lifecycle Management Sutherland Global Services Andrew Swartz Research Director, Sutherland Labs Sutherland Global Services This interactive session uses practical examples, hands-on activities, and your own stories to consider how to organize and conduct journey mapping in your own organizations. It will include the realities of how to sell journey mapping within your own organization, how to collect data, and how to present it so that the findings will have a real impact. g Practical advice about how to sell the benefits of journey mapping internally g A step-by-step understanding of how to organize and run a journey mapping exercise g Answers to common questions about journey mapping Zone 2. A New Approach to Employee Engagement and Retention Steve Muise Vice President, Employee Experience 24-7 Intouch It is a common misconception that incentives in the workplace drive employee engagement. Motivational dynamics change dramatically depending on a number of workplace and employee factors. How do you know which drivers have the biggest impact on employee engagement? Join us to learn key strategies that will help you identify and create meaningful connections and how to measure these touchpoints to understand the voice of the employee and their overall happiness. g Guide to defining employee engagement versus employee experience g Success factors for engaging and retaining employees at every level or tenure in the organization g Techniques to measure actual engagement rather than self-perceived experience Zone 3. Automated Customer Care with a Human Touch Stephanie Gardner Senior Marketing Manager Interactions Research shows that 50% of consumers start their customer service journey by interacting with an interactive voice response system (IVRs), but 83% of those people ultimately ended up speaking with a live agent. Is there a more efficient journey consumers should take? Join Interactions in this ThinkTank session to gain insight on alternative IVR solutions and services and how they differ from traditional IVRs. g Learning s from a recent study conducted by the Center for Research on the Information Society, on consumer attitudes and experiences on customer service interfaces g Insight on how utilizing a conversational virtual assistant can help organizations in all industries g Understanding the importance of customer service satisfaction and how improvements in services will ensure company loyalty Zone 4. Measuring and Managing the Omni-Channel Agent Experience Rob McDougall Chief Executive Officer Upstream Works Multichannel is not omni-channel. Successful strategies for dealing with phone interactions have evolved over 3 decades, but many organizations do not have the ability to provide similar control over new media channels such as , chat or SMS. Key to an omni-channel strategy is to be able to provide consistency for all interactions types, and that consistency starts at how you measure and manage your agents internally who are providing your assisted service. g Insight on the key elements of an omni-channel strategy that simplify management g Best practices for measuring performance consistently across channels g Guide to future proof your management toolkit for new channels Zone 5. From 0 to Digital: Orchestrating Processes for Customer Engagement Excellence 3:10pm Jennifer McGrath Global Industry and Influencer Engagement Concentrix Networking, Refreshment, and Exhibition Break Featured Demonstration Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers Register Now [email protected] tel: GO FROST ( ) fax:

14 TUESDAY, APRIL 19, WEDNESDAY, APRIL 20, 2016 Agenda Join the Discussion: CONCURRENT CASE HISTORIES and THE SOURCING CLINIC 3:40pm Choose one of the following concurrent sessions OR participate in The Sourcing Clinic: Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less OR Speech Analytics in ACTION Adrian Guenther Vice President, Contact Center Lincoln Financial Center Speech analytics converts your spoken conversations into big data text, giving you searchable insights into what s going on in your contact center. These tools have the power to deliver the voice of your customer (VOC) in ways never before possible. Learn how a service industry peer is using speech analytics to apply big data to identify un-met customer needs and proactively anticipate their unknown needs. g Best practices for getting the most out of Speech Analytics Big Data g Techniques for turning VOC data into back office operation improvements, not just the contact center g Insights on the benefits of shifting from attribute quality to continuous improvement coaching g Proven ways on how to find a needle in the Big Data haystack OR THE SOURCING CLINIC- The A-Zs of Transforming How You Deliver Customer Care CO-FACILITATORS: Michael DeSalles Principal Analyst, Customer Contact Frost & Sullivan Stephen Loynd Global Program Director, Customer Contact Frost & Sullivan Whether a novice or seasoned expert at outsourcing customer management, we know you face an array of questions. How risky or prudent are various onshore, offshore, and near shore strategies?. Can outsourcers meet the needs of today s omni-channel consumer? Can service providers give you access to educated, ethical, service-oriented, bicultural and bilingual talent at a reasonable price? g Guide to strategies involved in deciding what to outsource, when to do it, and where g Insight on why outsourcers are choosing to locate in specific nearshore geographies g On the ground insights from experienced service providers and well-traveled industry analysts g Guide to understanding why certain care activities are best serviced from specific locations (India and the Philippines, for example) g Examples of real-world successful deployments and expanded engagements 4:25pm Session to Session Travel Time CONCURRENT COLLABORATION ZONES Best Practices 4:30pm Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company. Zone 1. Walgreens: Making the Customer Journey Personal CO-FACILITATORS: Ted Hunting Senior Director, North America and Asia Pacific Marketing and Global Demand Generation Genesys Troy Mills Divisional Vice President, Customer Care Operations Walgreens Walgreens provides excellent customer experiences by expanding upon the customer journey to leverage new digital channels and personalize their customer s journey. As we envision the future of customer experience, we should look to the personalized service of the past and who better to show us than Walgreens after 114 years and 8,200 stores. Join us as we share tips, lessons learned and best practices that strengthen CX using the omni-channel experience as a foundation. g How to establish an omni-channel vision, preparing for the NextGen CX g Benefits of making your customers journey personal g Understand the role employee engagement plays in driving better experiences g Embrace best practices for new digital channels Zone 2. Employees & Pajamas: How and Why Home Agent Programs Work Jim Speidel Vice President, Business Development Alorica Companies frequently struggle with overstaffing, peak needs, seasonal volumes, and managing complexities of part-time schedules. This session will provide a blueprint for how to overcome these challenges through work-at-home agent solutions. g Explore ways to achieve greater flexibility with better quality, reliability and value g Findings on how to attract a large pool of quality agents, regardless of geography g Case studies of effective and cost-efficient home agent staffing Zone 3. The Power of Natural VoiceTechnology: Creating a Truly Personalized Experience CO-FACILITATORS: Steve Prodger Senior Vice President, Sales Smart Action Rachel Pace-Maron Senior Director, Operations Royal Caribbean Every customer has his or her own history, agenda, and outlook, and companies ought to treat them as such: individuals, rather than faces in the crowd. In this interactive session, we will discuss how to personalize, and therefore enhance, every customer experience in the voice channel using Artificial Intelligence inspired Natural Voice Technology. g Insight into what a personalized experience truly looks and sounds like g Natural voice technology tools and best practices for using them g Examples of personalization in the voice channel through the use of Artificial Intelligence g Techniques for providing a seamless and personalized conversation to create stickiness with your customers Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers 14 Register Now [email protected] tel: GO FROST ( ) fax:

15 Agenda TUESDAY, APRIL 19, WEDNESDAY, APRIL 20, 2016 Zone 4. 5:30pm 5:45pm Designing an Omni-Channel Approach to Self Service Concurrent Collaboration Zones Conclude Beach Party Featuring the 12th Annual Customer Contact Beach Olympics Hors d oeuvres, buffet dinner and just plain Beach Olympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze! BEACH PARTY FEATURING THE 12TH ANNUAL CUSTOMER CONTACT BEACH OLYMPICS Hors d oeuvres, buffet dinner and just plain Beach Olympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze! WEDNESDAY, APRIL 20, 2016 GENERAL SESSION & EXHIBITION Join the Discussion: Travel Ready Wednesday Feel free to come down in your most comfortable travel wear so you can check out early, store your bags, and ensure a stress-free day. 6:30am Early Risers Run/Walk Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking! 8:15am Continental Breakfast and Exhibition Kickoff and KEYNOTE 9:00am At the Leading Edge of a Personal Customer Experience Ajit Sivadasan Vice President & General Manager, Global ecommerce Lenovo CASE HISTORY 10:00am Chat With Your Customer: Real Time and Personal 10:30am Networking, Refreshment, and Exhibition Break Featured Demonstration 11:00am 12:00pm 12:30pm 1:00pm Crowdsourcing Tactical Solutions to our Most Vexing Challenges Best of the Best Ideas and Farewell Finale Content for the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange Concludes DISNEY RESERVATION CONTACT CENTER SITE TOUR Check In The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including Disney World Resorts and Disney World Dining. The center handles an impressive volume of 13 million calls annually and whether through a phone call, an , a web chat or even a letter, they help guests create magical memories that last a lifetime. Lunch will be provided. 4:00pm Disney Reservation Center Site Tour Concludes Attire Recommendations Key: Casual - Jeans, T-shirt, Comfortable Shoes Beach Chic - Cargo or Bermuda Shorts, Sundress, Flip-Flops Business Casual - Button-Down Shirt, Trousers, Dress Athletic Gear - Workout Clothing, Sneakers Register Now [email protected] tel: GO FROST ( ) fax:

16 Sponsors Join Our Customer Contact LinkedIn Community STRATEGIC PARTNERS Aspect helps companies deliver remarkable customer experiences across every conversation and channel - through a single, elegant software platform. As the global leader in customer engagement solutions and cloud hosting services, our unified interaction management, workforce optimization and back-office solutions seamlessly orchestrate people, processes and touch points. Qualfon is a business process outsourcing company and a provider of contact center services. Qualfon's success dates back to 1995 and spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., and the Philippines. With industry-leading retention rates, Qualfon's employees stay longer-providing you high-quality services at a lower price Intouch is a global contact center outsourcing company that delivers customizable, quality-driven, customer service solutions, across all industry segments. 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Concentrix, a wholly owned subsidiary of SYNNEX Corporation, is a global business services company focused A Business Services Company on process optimization, customer engagement strategy, technology innovation, and ecosystem performance. Our holistic approach to customer engagement, deep domain expertise, and process innovation enable us to deliver unique, transformational solutions for our clients. Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction to over 10,000 companies. The company develops a comprehensive portfolio of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Five9 is a leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations of every size transition from premise-based solutions to the cloud GC Services is among the largest privately-owned multichannel customer contact BPOs in the United States. Our core competencies are customer acquisition, customer care and receivables management for public and private sectors. With an average client tenure of 14 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 great CX great business. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate over 100 million digital 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 leverages an unprecedented level of understanding enabling a productive two-way dialogue, quick responses to customer requests, and a natural and easy way to communicate. Follow us on iqor is a global provider of business process outsourcing and product support services. We partner with many of the world s best-known brands to deliver customer support and aftermarket product solutions that span the consumer value chain, from customer care and receivables management to product diagnostics and repair services. 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Pipkins forecasts and schedules more than 300,000 agents in over 700 locations across all industries worldwide. They are headquartered in St. Louis, Missouri. We make a phone call effortless. Our Intelligent Voice Automation (IVA ), a cloud-based artificial intelligence platform, provides 100% natural language voice self-service, which allows callers to easily complete requests without the use of a Live Agent. In turn, we help companies provide an effortless customer experience while reducing operating costs Register Now [email protected] tel: GO FROST ( ) fax: /ccs

17 Sponsors Join Our Customer Contact LinkedIn Community 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 engaging customer experiences. Customer service teams use our software to efficiently handle large amounts of customer inquiries in a fast and structured manner. Let's reimagine the future of customer experience together. SPS Integrate. Collaborate. Accelerate. Strategic Products and Services (SPS) is a global, multi-vendor systems integrator for unified communications (UC), including voice, video conferencing, collaboration, and contact center, with cloud and mobility deployment options. We are differentiated by our documented and repeatable processes and expert staff, who combine deep knowledge with broad competencies and certifications. Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based software and services for technology support, including the Nexus Support Interaction Optimization (SIO) solution that enables companies to boost agent productivity, dramatically improve the customer experience and more quickly resolve complex technology support issues. Sutherland Global Services is a multi-national technology-enabled BPO services company providing integrated Platform-based and Analytics enabled business-cycle support solutions. By integrating highly trained people with state-of-the-art technology and proven business methodologies, 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 management, serves companies around the world with customer care, technical support, customer acquisition, debt collections and back office programs. 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 agents to resolve customer issues efficiently and effectively while complying 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 improving customer satisfaction and productivity. Verint is a global leader in Actionable Intelligence solutions. Our portfolio includes Customer Engagement Optimization software and services that capitalize on solutions from KANA, A Verint Company to help organizations enrich customer interactions across communications channels, optimize their workforces, and improve business processes. Verizon Enterprise Solutions creates global connections that generate growth, drive business innovation and move society forward. With industry-specific solutions and a full range of global wholesale offerings provided over the company s secure mobility, cloud, strategic networking 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 MindXchange Chronicles: A Real Golden Nugget that Continues to Add Value Post-Event Now you can have your very own detailed summary of the event presentations, general sessions and interactive sessions, to bring back to your organization and team. WHAT DO YOU GET? You will benefit from a thorough and focused chronicle of the Frost & Sullivan Executive MindXchange, including key take-aways and action items to implement in your own organization. THE BENEFITS ARE NUMEROUS: n Access to all notes; let us do all of the note taking 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 forget what you learned and who spoke at the event n Huge savings for these esteemed chronicles for event participants n Plus much, much more! PRICING: The all new Executive MindXchange Chronicles are now available for purchase. Event participants will receive savings of over 50%. Participant Pricing: On-site: $395 Post-event: $495 Non-Participant Pricing: Post-event: $695 FOR MORE INFORMATION, CONTACT: Matthew or [email protected] NOTE: Frost & Sullivan makes every effort to collect and ensure the quality of individual session chronicles; however, the summaries presented in the articles are the expert opinion of the writers and inclusion/exclusion of specific material is at the discretion of each speaker. While every effort is made, there is no guarantee that notes for each and every session will be submitted as requested. Register Now [email protected] tel: GO FROST ( ) fax: /ccs 17

18 Registration 12th Annual 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 Register online! Registration/Pricing Schedule Registration at Frost & Sullivan Executive MindXchange events is subject to review, and restricted to end user practitioners. Therefore, we reserve the right to decline attendance to any company deemed to be a vendor in the market. For information on how to sponsor a Frost & Sullivan Executive MindXchange, please contact Gary Robbins at [email protected]. VENUE INFORMATION Disney s Grand Floridian Resort & Spa 4401 Floridian Way Lake Buena Vista, Florida Tel: (407) We suggest you arrive Saturday, April 16th. Frost & Sullivan will be reserving 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 participating in the Frost & Sullivan event. Participation Package includes: TO REGISTER: : ONLINE * [email protected] & PHONE GO FROST ( ) 1. Complete access to our Customer Contact Executive MindXchange, including all keynotes, interactive collaboration zones and non-stop networking 2. Complimentary subscription to our quarterly Customer Contact ebulletin 3. Access to our Customer Contact Power Point portfolio with insightful thought 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 pricing on the Executive MindXchange Chronicles; a collection of notes of the entire Executive MindXchange 8. Access to on-site, post-event Custom Team Training; available by reservation 9. New Connections, New Friendships, New relationships Schedule a One-On-One Growth Strategy Dialogue g g Event Registration - Complete Series ($250 Savings) (Inclusive of: Event Registration, Executive MindXchange Chronicles, Choice of Networking Activity, and Site Tour) Event Registration - Executive Series $3240 ($150 Savings) (Inclusive of: Event Registration and Executive MindXchange Chronicles) A-La-Carte Options: g g g g g g Event Registration General Pass (Inclusive of: General Session Registration ONLY) Expedition Epcot Scavenger Hunt Kilimanjaro Safari Expedition Disney Reservation Contact Center Site Tour Executive MindXchange Chronicles Customer Contact 2016, East Executive MindXchange Chronicles A real Golden Nugget that continues to add value post-event! As a thorough and focused set of notes, the Customer Contact 2016, East Executive MindXchange 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 sign up for this now, you may order post event. Please note that post event purchases will be $495 so get 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 Organizers of the Customer Contact Executive MindXchange Series To Subscribe Visit A Growth Strategy Dialogue (GSD) is a customized session for Senior Executives facilitated by a Frost & Sullivan growth strategy consultant and a tenured industry analyst. Ask questions and brainstorm with experts to evaluate and enhance your growth strategy. These on-site sessions are exclusive with a limited number of slots, and reservations will be confirmed on a first-come, first-served basis. g Please have a Frost & Sullivan associate contact me to secure my Growth Strategy Dialogue time slot. Payment Procedures Payment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered, and notify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange. The credit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originally registered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of $500. The remaining balance can be applied to any Executive MindXchange up to one calendar year from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing. If you do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, but changes beyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from Register Now [email protected] tel: GO FROST ( ) fax: