Next Generation Customer Care: Driving Real Change

Transcription

1 Next Generation Customer Care: Drivin Real Chane 11th Annual Customer Contact 2015, West: A F RO S T & S U L L I VA N E X E C U T I V E M I N D X C H A N G E Part of our 2015 International Customer Contact Executive MindXchane Series October 18-21, 2015 Loews Coronado Bay Resort San Dieo, CA #CCFrost The networkin, technoloical updates take-aways and take-aways make this a week that can chane a year for our customer s experience. It is wonderful to meet others with similar challenes and share best-practices to create positive chane. Vice President, SUDDENLINK COMMUNICATIONS Eye openin to help et out of box thinkin "jumpstarted. Director, T-Mobile I feel like F&S is the best value for my professional rowth. In the last three years I ve attended, I know I ve rown more as a leader and business professional. Director, BLINDS.COM The interaction and networkin opportunities were perfect. The event allowed me to make some reat contacts that will now become reular colleaues for life. The keynotes outstandin. were outstandin. Director, KENNAMETAL, INC. Broad rane of topics and insihts that are relevant and transferable across multiple industries. Well manaed and desined to maximize networkin opportunities. Director, Aurora Health Care Frost & Sullivan does an excellent job of findin reat speakers to stimulate our thinkin. They also have hihly interactive sessions with thouht leaders and peer customer care leaders. Senior Director, EyeMed Most beneficial conference you could attend. Director, NTT America, an NTT Communications Company This event ives us the ability to meet and talk with executives other executives that have faced or are facin the same issues. This ives us the unique ability to discuss solutions potential solutions with others who have experienced the same issues. CIO, WEAREFLOOD leader

2 Join Our Customer Contact LinkedIn Community TOP SIX REASONS WHY YOU SHOULD ATTEND 1. Get Ready: Gear up to meet and exceed your customer needs as they raise the bar on their expectations. 2. Galvanize Your Company: Ensure you have the people, process and technoloy in place to create a better future for your contact center. 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 customer contact center tour and see how others do it, and do it well! 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 Exclusive! Participant Meet n Greet, Vino Voyae, Cocktails on the Bay Welcome Kickoff, and Curious Cocktails Networkin Reception, not to mention our Customer Contact Wild West 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 work to tackle challenes ranin from evaluatin existin outsourcin stratey to enhancin existin provider relationships. WHO WILL PARTICIPATE 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 SNAPSHOT OF PAST PARTICIPANTS 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. PAST PARTICIPANT PROFILE Executive 75% Manaement 19% Other 11th ANNUAL CUSTOMER CONTACT 2015, WEST ADVISORY BOARD Frost & Sullivan extends its appreciation to the followin Advisory Board Members for their expertise and valuable support: Dylan Astle Vice President, Member Experience DirectBuy Andrew Gillespie Assistant Director, Reservation Operations Four Seasons Jim LeMere Director, Insurance Operations Customer Contact Center Northwestern Mutual Stephen Loynd Global Proram Director, Customer Contact Center Frost & Sullivan 2% Erin McMillan Vice President, Customer Experience/Operations AutoTrader.com Denise Pullen Assistant Director, Learnin Innovation Hyatt Rick Russell Director - Prorams, Plannin & Analytics Outerwall Mike Windler Vice President, Call Center Operations DENTIST Join the Conversation... #CCFrost 2 Reister Now [email protected] 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. Zone 1. Deepen Customer Enaement Zone 2. Excel in Channels Zone 3. Live the Customer s Journey Zone 4. Elevate Everythin via Employee Enaement Zone 5. Drive Decision-Makin with Actionable Customer Insiht Zone 6. Think Differently The Sourcin Clinic Schedule-at-a-lance is preliminary and will be updated as information becomes available. SATURDAY, OCTOBER 17, 2015 ARRIVAL DAY 7:00pm Suested Arrival Time Arrive Saturday to participate in Sunday's Networkin Activity SUNDAY, OCTOBER 18, 2015 NETWORKING DAY Brin plenty of business cards, relax, meet-and-reet durin this fun-filled day devoted to makin new contacts and new friends. 9:00am Vino Voyae Check In 3:30pm Sponsor Workshop 5:00pm Sponsor Reistration & Orientation Reception 6:00pm Speaker & Thouht Leader Orientation 6:45pm Exclusive! 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 Cocktails on the Bay Kickoff Reception MONDAY, OCTOBER 19, 2015 GENERAL SESSION AND EXHIBITION 7:30am Reistration, Continental Breakfast, and Exhibition 8:15am Welcome and KEYNOTE Embracin and Manain Chane in a Hyper Speed World 9:10am Naviatin Customer Contact 2015, West 9:25am NETWORKING Team Challene #1 9:30am SUCCESS STORY Be Nimble, Be Quick: Operationalizin Aility in Your Customer Contact Center 10:00am Networkin, 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. Choose one of the followin zones: Zone 1. Interatin CRM in the Contact Center Zone 2. Customer Effort : Balancin the Path of Least Resistance and Your Brand Promise in Your Voice Channel Zone 3. Next Gen Customer Experience: The Good, The Bad, and The Uly Zone 4. Connectin to the Heart of the Aent to Instill Loyalty Zone 5. Customer Enaement Optimization : Meetin the Demands of Acceleratin Expectations Zone 6. Gamification 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 sponsors both intense and fulfillin. ( OR ) The Brand Experience in 2015: The Roles of Culture & Technoloy FOLLOWED BY SPOTLIGHT ON Ask the Experts! Panel Discussion Diital-Enabled Customer Care: Realizin and Operationalizin Innovation 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 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: Zone 1. Definin. Alinin, and Realizin the Customer and Brand Relationship Zone 2. Social Customer Care Zone 3. Multichannel Customer Interaction: Challenin Assumptions with Real Data Zone 4. The Awesomeness of Millennials and Gen Z: How to Attract this Unique Group and Toether Shape the Next Gen of Service Zone 5. Personalization for the Win: Insiht into How to Connect with Your Customer Zone 6. New Technoloies to Empower Every Aent as a Subject Matter Expert 3:45pm 4:10pm 4:25pm 4:50pm Networkin, Refreshment, and Exhibition Break Member Showcase SUCCESS STORY Strateic Customer Care: Meetin New and Unexpected Competitors Head-On 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 sponsors both intense and fulfillin. ( OR ) INTERACTIVE Ask the Experts! Panel and Roundtable Discussion Continuous Process Improvement in Customer Services 6:15pm Curious Cocktails Featurin: The 30 Question Challene TUESDAY, OCTOBER 20, 2015 GENERAL SESSION AND EXHIBITION 6:15am Early Risers Run/Walk 8:00am Continental Breakfast and Exhibition 8:45am Ice Breaker and TRANFORMATIONAL KEYNOTE Cultivatin C-Suite Believers 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 Modern Oranizational Models for Customer Experience Excellence 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: Zone 1. Strateic Thinkers Only: A Forum for Seasoned Customer Contact Executives Zone 2. Tech Support: It Won t Just Be at the Help Desk Zone 3. Contact Center Optimization on a Shoestrin Zone 4. Customer Experience, Up in the Cloud 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 1:40pm CONCURRENT COLLABORATION ZONES - ThinkTanks ThinkTank sessions employ interactive team exercises in a roll up your sleeves learnin environment. Choose one of the followin zones: Zone 1. Mind the Generation Gap: Customer Experience in the Multi-Generation Ae (Baby Boomers to Gen-Z) Zone 2. Mobile Enaement and Channel Interation Zone 3. Do You Really Want to Omni? Savvy Implementation of Riht Time, Place, and Channel for the Best Customer Experience Zone 4. Focus on the Firsts: A New Approach to Employee Enaement and Retention Zone 5. VOC is Happenin in All Channels! How Are You Goin to Hear It, Understand and Respond to It? 3:10pm Networkin, Refreshment, and Exhibition Break 3:40pm CONCURRENT CASE HISTORIES Choose one of the followin concurrent sessions: Developin and Coachin the Next Generation of Leaders ( OR ) Video Customer Care: At the Tippin Point? 4:25pm Session to Session Travel Time Reister Now [email protected] tel: GO FROST ( ) fax: /ccw

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. Zone 1. Deepen Customer Enaement Zone 2. Excel in Channels Zone 3. Live the Customer s Journey Zone 4. Elevate Everythin via Employee Enaement Zone 5. Drive Decision-Makin with Actionable Customer Insiht Zone 6. Think Differently The Sourcin Clinic 4:30pm Zone 1. Zone 2. Zone 3. Zone 4. 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: Connected Customer Enaement and Processes Self Serve First! Adaptin to Today's DIY Consumer Balancin Channel and Omni Skills Work at Home: Best Practices for Enain and Manain Talent The Sourcin Customer Contact 2015, West The Who, What, When, Where and How 5:30pm 5:45pm Concurrent Collaboration Zones Conclude The 11th Annual Customer Contact Wild West Olympics WEDNESDAY, OCTOBER 21, 2015 GENERAL SESSION, EXHIBITION, AND SITE TOUR 6:30am 8:15am 8:45am 9:45am 10:15am 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 Visionary Insiht into the Look and Feel of the Future Centers of Excellence EXECUTIVE INSIGHT From Customer Aent, to Customer Advocate Networkin, Refreshment, and Exhibition Break 10:45am INSIGHT CENTERS Pull into any two of the followin three revolvin pit stops: Pit Stop 1. Who Owns the Customer? Playin Nice in the Sandbox Pit Stop 2. Holistic Bi Data and Analytics that Make a Difference Pit Stop 3. Goin Beyond Customer Surveys to Capture the Voice of Your Customer THE SOURCING CLINIC HOW: Assessin Outsourcin Vendor Capabilities; Governin the Relationship; and Deepenin the Partnership 11:30am 11:35am 12:15pm 12:30pm 3:30pm Session to Session Travel Time INTERACTIVE Harnessin Collective Knowlede and Insiht: Capturin the Best of the Best Ideas and Take-Aways Content for the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchane Concludes CUSTOMER CONTACT SITE TOUR Shuttle Check In Lunch will be provided. Customer Site Tour Concludes 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 enhancin an existin provider relationship. 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, October 20, :20am 12:15pm The Sourcin Clinic WHAT, WHEN AND WHERE: Mappin Your Outsourcin Stratey and Shores Wednesday, October 21, :45am 11:30am The Sourcin Clinic HOW: Assessin Outsourcin Vendor Capabilities; Governin the Relationship; and Deepenin the Partnership Join the Conversation... #CCFrost 4 Reister Now [email protected] tel: GO FROST ( ) fax: /ccw

5 Su n day N e two rk in A c tiv itie s Join Our Customer Contact LinkedIn Community SUNDAY, OCTOBER 18, 2015 VINO VOYAGE 9:00am Join us for a sophisticated jaunt around San Dieo s larest natural harbor on the 58 foot SUNCHASER American Catamaran, The Aolani. Network with participants, sip on cocktails and converse over a savory lunch all while enjoyin 360 deree views of the stunnin San Dieo skyline. Participant Fee: $75 Location: Meet in Hotel Lobby, 9:00am Hosted by: COCKTAILS ON THE BAY KICKOFF RECEPTION 7:30pm Meet your fellow peers and colleaues and enjoy a little C&C, conversation & cocktails, on the bay, as we et excited for the days ahead! Reister Now [email protected] tel: GO FROST ( ) fax:

6 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. ondemand ebroadcasts: Drivin Call Center Performance with Support Interaction Optimization Available Now: How to Anticipate Customer Needs, Meet Them Where They Are, and Deliver Personalized Experiences Available Now: When Customers Call...and They Will: Is Your IVR Ready to Greet Them? Available Now: The Power of Retention: Maximizin Value in Centers of Excellence Available Now: Deliver Stron Customer Interactions from the Cloud Anytime, Anywhere Available Now: 3 Key Benefits of Cloud Communications Available Now: Wowin the Customer: Uncomplicated Performance Manaement to Improve the Customer Journey Available Now: Additional ebroadcasts are bein added on a reular basis. For Frost & Sullivan s latest ebroadcast calendar, o to 6 Reister Now [email protected] tel: GO FROST ( ) fax:

7 Join Our Customer Contact LinkedIn Community SOLUTION PROVIDERS 24-7 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. eloyalty enables a frictionless customer experience across all customer interactions by implementin next eneration customer technoloies, activatin customer data and modernizin leacy environments. Our cloud, hybrid, and on-premise technoloy offerins enable clients to communicate seamlessly with their customers across multiple channels and devices to create a differentiated customer experience 8x8, Inc. is the trusted provider of secure and reliable cloud-based unified communications and virtual contact center solutions to oranizations around the lobe. 8x8's cloud solutions replace traditional onpremise PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative. Five9 is the leadin provider of cloud contact center software, brinin the power of the cloud to more than 1,800 customers worldwide. Five9 has led the cloud revolution in contact centers, helpin contact centers transition from premise-based software to the cloud. Five9 helps contact centers increase aent productivity and deliver business results. Almawave is a pioneer in the Applied Artificial Intellience field, specifically addressin CRM, Bi Data and Customer Experience needs. Trusted by some of the world s larest companies and overnments, our 250-member team delivers intuitive products which reduce the time and effort needed to train employees and resolve customer inquiries. Alorica is a leadin Business Outsourcin Provider of customer manaement solutions. Alorica s comprehensive solutions include customer acquisition, sales, customer care, technical support, supply chain and back office services. Alorica s award-winnin services span both the B2C and B2B sectors across all industries for Fortune 1000 companies. 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. 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 With a 32 year history of innovation, HP WFO Software provides customers around the world with call recordin, interated workforce optimization and advanced Voice of Customer analytics -- backed by the lobal reach and leendary customer service of HP. incontact's powerful cloud-based solutions help today's contact centers create profitable customer experiences and optimize the quality and effectiveness of every customer interaction. 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 Intradiem, the first and only complete Intraday Automation solution for frontline workforces, includin Contact Center, Back Office, Retail and Mobile, helps companies improve customer experience delivery, row revenue and decrease costs. Our customers realize these benefits by turnin data into actions and makin real-time adjustments to their frontline workforces. Mattersiht is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersiht's Behavioral Analytics service leveraes a SaaS+ delivery model, millions of proprietary alorithms and unique behavioral models to drive sinificant business value for its clients by improvin operational performance and predictin customer and employee outcomes. Reister Now [email protected] tel: GO FROST ( ) fax: /ccw 7

8 Join Our Customer Contact LinkedIn Community SOLUTION PROVIDERS 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. Qualfon is a business process outsourcin company and a lobal provider of call center services. Qualfon s success dates back to 1996 and spans outsourcin locations across the U.S.A, Mexico, Guyana S.A., the Philippines, and China. With industry-leadin retention rates, Qualfon s aents stay loner providin you hih-quality services at lower prices. SmartAction offers one-of-a-kind Artificial Intellience (AI) voice self-service. We use a cloudbased technoloy rounded in purpose-driven Artificial Intellience that utilizes Natural Lanuae speech capabilities as a means to complete self-service calls. Our award-winnin Intellient Voice Automation (IVA ) service allows companies to handle complex customer interactions with an intuitive, resourceful, and conizant AI aent. 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. Teleperformance, the worldwide leader in outsourced multichannel customer experience manaement, serves companies around the world with customer care, technical support, customer acquisition, debt collection and back office prorams. With approximately 175,000 employees, we service our clients from over 270 contact centers in domestic, nearshore and offshore locations and work-at-home prorams. MEDIA PARTNER: For Sponsorship Opportunities, please contact Gary Robbins, Partner, Interated Marketin Solutions. [email protected] Tel: Reister Now [email protected] tel: GO FROST ( ) fax: /ccw

9 Reistration 11th Anniversary Customer Contact 2015, West: 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 X c h a n e OCTOBER 18-21, 2015 LOEWS CORONADO BAY RESORT SAN DIEGO, CA 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 [email protected]. VENUE INFORMATION Loews Coronado Bay Resort San Dieo, CA 4000 Coronado Bay Rd Tel: We suest you arrive Saturday, October 17th. 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 * [email protected] & PHONE GO FROST ( ) 1. Complete access to our Customer Contact Executive MindXchane, includin all keynotes, interactive workshops 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 For more details on these reistration features, visit: 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) Vino Voyae Site Tour Executive MindXchane Chronicles Customer Contact 2015, West 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 2015, West 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 $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 [email protected] tel: GO FROST ( ) fax: