2015 Customer Care Leadership Forum (Denver)

Thursday, OcTOber 15, 2015

adminisTraTive nOTes

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BEHAVIORAL ANALYTICS

“This is absolutely as cool

as Mattersight thinks it is.”- Drew Kraus, VP Call Center Research, Gartner

Call centers get 250 million calls a day.

Mattersight Predictive Behavioral Routing uses millions of proprietary algorithms to identify the best agent to handle each caller based on the agent’s past performance and personal strengths, and the customer’s personality and other behavioral characteristics.

Routing

With Mattersight Performance Coaching, calls are indexed by metric, visually represented, and accessible in an intuitive desktop portal, enabling supervisors to show employees what they’re doing right, then coach them to do more of it.

Coaching

Mattersight Predictive Analytics gives clients the peace of mind that service gaps, unhappy customers, and even upsell opportunities are automatically identified across every single conversation.

Analytics

Mattersight Quality Monitoring gives customers a web-based platform that offers customizable forms and an intuitive interface for call and desktop video playback.

Quality

Distilling each one of those calls to the basic elements tells you a unique story about your brand, your success and what’s in store next.

Improve customer satisfaction by 12%

Reduce customer service costs by

35% or more

Decrease customer attrition by as

much as 33%

Improve operational efficiency across multiple departments

Mattersight Behavioral Analytics

© 2015 Mattersight Corporation. All rights reserved.

Contact us to improve your Return on Interaction today. Visit MATTERSIGHT.COM/REQUEST-DEMO

Emotion PersonalityEffort

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates.

Oracle CloudApplications

ERPFinancials Procurement Projects Supply Chain

HCMHuman CapitalRecruiting Talent

CRMSales Service Marketing

More Enterprise SaaS Applications Than Any Other Cloud Services Provider

agenda

2015 customer care Leadership Forum (denver)

Thursday, October 15, 20157:50am – 5:25pm

7:50am – 8:50am

Breakfast

8:50am – 8:55am

Argyle Executive Forum Opening Remarks

8:55am – 9:00am

Session Introduction Presented by Sparkcentral

Marc MedranoVice President, Global SalesSparkcentral

9:00am – 9:35am

Fireside Chat featuring:Brian PopelkaSenior Vice President of Customer CareOverstock.com

Interviewed by:Elizabeth GottoSenior Vice President, Global Contact Center TechnologyTicketmaster

agenda

9:40am – 10:00am

Thought Leadership Spotlight Presented Oracle

“Modern Service Requires a Modern Approach”

Are you connecting your customer service initiates to your Customer Experience strategy? Are you transforming your service organization from a cost center to profit center? Maybe you are simply struggling to just meet modern consumers’ service expectations across multiple channels? Come to this session to discover a roadmap to becoming a Modern Customer Service Organization. We will share best practices for having your customers engage with your brand, how your agents can service

JP SaundersVice President of Product StrategyOracle

10:00am – 10:20am

Coffee Break

agenda

10:20am – 11:10am

Panel Discussion Presented by LogMeIn and Medallia

“Building an Effective Customer Strategy in the Connected World”

Session topics include, but are not limited to:• What are the new and emerging channels that are presenting you with the greatest opportunities

and challenges to engage and delight your customers?• What are some innovative tactics or approaches you’ve developed to address these challenges?• How are you leveraging tools & technology to deliver a unified & seamless customer experience

across all channels? • How do you successfully measure the Customer Experience & identify what’s most important to your customer? • How are you measuring customer interaction and engagement across all channels?• How is the cloud transforming how services are provided to the customer and helping to forge a

collaborative relationship with customers? • How are you tapping into all of the channels that customers utilize and communicating tailored

content to drive customer loyalty? • What challenges has your team encountered as customers have continually shifted towards mobile?• Best Practices for maximizing customer acquisition, retention and profitability

Moderator:Kimberly CooksVice President - Service Delivery and Customer Care

Panelists:Steve Castro-Miller

Elizabeth GottoSenior Vice President, Global Contact Center TechnologyTicketmaster

Heather MagahaSVP National Client ServiceWells Fargo

Belinda SimmonsCustomer Experience Solutions DirectorMedallia

Comcast Corporation

BoldChat by LogMeIn Vice President, Product

agenda

11:15am – 11:35am

Thought Leadership Spotlight Presented by Kaleo Software

Gregg CarmanChief Revenue OfficerKaleo Software

11:35am – 11:55pm

Coffee Break

11:55pm – 12:15pm

Thought Leadership Presented by Mattersight

“Better CX: It IS Rocket Science!”

Jason WesbecherChief Marketing Officer, EVPMattersight

agenda

12:20pm – 1:05pm

Panel Discussion Presented by West Interactive Services

“The Modern Day Customer Care and Customer Experience Executive”

Session topics include, but are not limited to:• How has the role of the customer care/customer experience professional continued to evolve?• What are the new skill sets required to succeed when becoming customer centric?• What are the key steps for succeeding when there are fewer resources to handle the overwhelming

responsibilities?• Discuss the importance of customer experience and what that means for the brand. How does the

brand differentiate themselves?• Best practices when driving more people into self-service areas• How can companies capitalize on the exponentially growing customer data generated across

channels to identify cost saving and revenue boosting opportunities?• Feeding customer insight back into the business and being transparent: Capture, manage &

analyze• Using predictive analytics to better understand consumer needs• Using cross-collaboration to create one voice, transparency & competitiveness on technologies

such as mobile and social

Moderator:Sean MillerVice President of OperationsHomeAdvisor

Panelists:Bruce PollockVice President of Strategic Growth and PlanningWest Interactive Services

Chris CiafoneVice President, Client Service & SupportCharles Schwab

Rich KylbergVice President, Corporate Marketing and CommunicationsArrow Electronics

Anne WilliamsVice President, Operations- Pinnacle EntertainmentAmeristar Casinos

1:05pm – 2:05pm

Lunch

agenda

2:05pm – 2:40pm

Fireside Chat

“Building a data- driven customer care team”

Fireside Chat Participants:Shar JordanVice President, Customer ExperienceTruven Health Analytics

Janet WestVice President, MarketingCox Communications

2:40pm – 3:00pm

Coffee Break

3:00pm – 3:35pm

“Driving Performance by Engaging your Workforce”

In a world of ever increasing commoditization of products providing a differentiated customer experience becomes an imperative to creating competitive advantage. Learn how improving employee engagement can lead to step improvements in organizational performance.

Ron HylandVice President, Customer CareDIRECTV, now part of the AT&T family

3:40pm – 4:15pm

Fireside Chat featuring:Kristen BlessmanChief Marketing Officer Goodwill Industries of Denver

Interviewed by:Diane MagersCustomer Experience ExecutiveAT&T

4:20pm – 4:25pm

Argyle Executive Forum Closing Remarks

agenda

4:25pm – 5:25pm

Closing Reception

__________________________________________________________________________________

*Please note, the agenda is subject to change.

The information, views, and opinions expressed by speakers and other participants at our conferences are those of the individual and do not necessarily reflect the views and opinions of Argyle Executive Forum.

Argyle Executive Forum, its directors and officers, do not guarantee that any information provided by a speaker or other participant is accurate or complete and Argyle Executive Forum does not endorse any opinions that may be presented.

parTners

Thought Leadership spotlight partners

Kaleo Software is the Enterprise Knowledge Network that is changing the way organizations capture, curate, and share knowledge. Kaleo is founded on the belief that knowledge resides within the minds of people, not computers. Imagine all your employee know-how in one place searchable, instantly shareable, and accessible anywhere anytime. That is Kaleo. Kaleo facilitates the sharing of relevant knowledge throughout your company in the most efficient manner possible: Through an intuitive Google-like question and answer application that is open and functions across platforms, applications, and devices. Employees ask questions and quickly receive credible, validated answers. Question asked, question answered, and the knowledge is applied to the task at hand. Employees get the right answers to their questions to get their job done faster and easier, that’s what matters. Your valuable experts are notified through the channel of their choice when a question is posed to them. They answer questions only once eliminating lost time and frustration from fielding redun-dant questions across numerous communication channels. As baby boomers retire with their extensive knowledge and millennials rapidly onboard, your leadership will gain insight into the knowledge gaps within your organization.

Where can Kaleo Help?• The onboarding of new hires• The continuous education and training of employees• Adoption and support for new application deployments• Communication of business process and policies• Reducing the time and frustration of finding relevant answers

To learn more, please contact us at sales@kaleosoftware.com

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight® Behavioral Analytics captures and analyzes customer and employee interactions, employee desktop data and other contextual information to optimally route customers to the best available employee, improve operational performance, and predict future customer and employee out-comes. Mattersight’s analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company’s SaaS delivery model combines analytics in the cloud with deep custom-er partnerships to drive significant business value. Mattersight’s solutions are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities, Education, Hospitality, and Government. See What Matters™ by visiting www.Mattersight.com.

parTners

Thought Leadership spotlight partners

Only Oracle offers a complete and integrated CRM solution that breaks down silos to deliver a seamless customer experience across marketing, sales, commerce, service, and social. Whether deployed modularly to tackle specific business challenges or deployed as a comprehensive solution, Oracle’s integrated solutions take CRM to a whole new level.

panel partners

Simplifying how people connect to their colleagues, employees, devices and the world around them to solve some of the world’s most complex problems, LogMeIn has grown to become one of the world’s leading SaaS companies with over 800 employees in 8 offices around the world.

Having connected over 300 MM devices to a LogMeIn cloud service since 2003, we have not only capitalized on but fueled the modern way of working – remote, efficient, mobile, productive. And we’re con-tinuing to transform business and lives by helping build the “Internet of Things”.

All of this is possible through our simple edifying belief that possibilities increase with connectivity.

parTners

Medallia builds customer feedback technology that drives action. Our solution integrates every feedback channel—from surveys to call center to social media—in one coordinated reporting platform. It automatically translates the volume and chaos of feedback into clear, prescriptive action. All members of your organization can log in and see feedback specific to their performance; they know when they are accountable for taking steps to increase customer loyalty and drive profit.

As the feedback landscape changes, we’re helping companies embrace a shift to mobile and social, with continued emphasis on action. We optimize surveys for mobile devices and provide a native app to report all feedback to your people via their smartphones. Similarly, we can help you tie social feedback to individ-ual locations and departments, driving accountability and responses that strengthen your public reputation.Patented analytics identify patterns in data in seconds and help inform product and service priorities. Native text analytics breaks down millions of open text responses in seconds to identify emerging themes and their sources. And whenever there’s an issue, our solution sends an alert to the right person in your organiza-tion—in real time—so he or she can take immediate action.

Medallia has been transforming feedback into business results since 2001. We have established an unparalleled track record. Clients include the world’s largest and most respected brands spanning retail, hospitality, financial services, insurance, technology, and telecommunications. Medallia is headquartered in Silicon Valley, California, with offices in New York, Boston, London, Oslo, and Buenos Aires.

panel partners

A leading global provider of innovative customer experience and technology integration solutions, West Interactive Services empowers organizations to effectively engage customers on their own terms. We design and implement solutions that strategically support an enterprise’s unique environment and enable seamless communication with customers across all channels. West Interactive Services has nearly 30 years of experience building meaningful connections, enhancing productivity, increasing profitability, exceeding expectations and improving customer retention for clients in communications, healthcare, utilities, financial services and commercial industries. Learn more at WestInteractive.com.

parTners

session introduction partner

senior supporter partners

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, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosys-tem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

parTners

senior supporter partners

Jive is the premier provider of modern communication and collaboration solutions for business, recognized as a leader by the industry’s top analyst firms in multiple categories. Our products enable people and organizations to work better together, using technology that adapts to their way – not the other way. The world’s best companies depend on Jive to unleash the ideas and impact of their employees, partners and customers.

supporter partner

networking partner

CustomersFirst Now (CFN) has been refining our CX solutions for more than 40 years—working with and for many Fortune 100 companies. We provide the only proven, predictive process that links customer delight to financial performance by incorporating and measuring best practices across all key business disciplines. For more information contact Kerri K Nelson, at knelson@customersfirstnow.com

ThinkingPhones powers the communication services of today’s modern, mobile enterprises. Our mission is to provide applications that employees love and managers cannot live without. Since 2006, our platform has offered customers four primary solutions: unified communications (voice, video, conferencing, presence, and contact center); mobility; business analytics; and cloud integration APIs. Our mobile-first user experience is designed to delight today’s digitally empowered workforce, while our powerful suite of business analytics integrates with other cloud services to make our solution an indispensable tool for sales leaders and CIOs.

We built our own multi-tenant cloud platform from the ground up to be exceptionally agile, redundant, and secure without the restrictions of other UC services and the expense of on-premises offers. This enables our customers to deploy cloud communications quickly, easily, and cost effectively. Our scalable, flexible solution allows customers to seamlessly add users from all corners of the globe, making us the perfect fit for multi-location enterprises. Such adaptability, including a breadth of third-party application support, has been key to the platform’s adoption by more than 800 global organizations, as well as industry recognition ranging from our two-time designation as a Gartner UCaaS Magic Quadrant “Leader” to being named Frost & Sullivan’s “Company of the Year.”

At Five9, we know that happier agents lead to happier customers—and higher productivity for your contact center. Find out how we can give your agents the tools and information they need to excel.

Cloud Contact Center Software

More Sales. Better Service. Happier Agents.

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www.five9.com

Leverage rich content, conversations and collaboration to drive brand

mindshare, unprecedented satisfaction and share of voice in the

marketplace with Jive-x online communities.

Companies worldwide are using Jive-x to better engage and serve

millions of customers and partners - with breathtaking results.

Brand affinity, better service, lower costs.

To learn more, visit

jivesoftware.com/products-solutions/jive-x

are you ready for cloud communications?

If you need one communications platform for all of your international and domestic employees, you’re ready. If you need to track business communications activity, including phone and SMS text, you’re ready. If you need your mobile and remote employees to feel connected and empowered from their smartphone, you’re ready. If you simply want to find out what this cloud thing is all about, you’re ready.

And we’re ready for you. The ThinkingPhones platform is the most advanced, reliable, scalable, and secure cloud

solution available. We serve midsized and larger enterprise companies in any industry with our robust and integrated cloud communications platform that includes applications managing voice, mobility, video, analytics, presence, messaging, contact center, and conferencing functionality on smartphones, softphones and desktop devices.

The real question is - are you ready for endless possibilities in the cloud?

o u r p l a t f o r m

INGRATED Full PBX functionality in the palm of your hand. Voice, video, conferencing, IM/presence - all working together.

MOBILITYWe created a mobile client that has an intuitive, easy-to-use interface that fosters productivity and collaboration.

ANALYTICSWith our pre-built or custom reports and dashboards, you access actionable intelligence from across your organiza-tion to gain a competitive advantage.

FLEXIBLE APISOur open APIs readily integrate with the applications many enterprises already have in place (like Salesforce), enabling organizations to bring along applications specific to their business.

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Perspectives by:• Keagan Kerr, Senior Vice President, Corporate Affairs and Human Resources, Coeur d’Alene Mines

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