and next generation customer care: driving real change ...6. take control of your outsourcing...

Customer Contact 2015, West:11th Annual

www.frost.com/ccw#CCFrost

Part of our 2015 International Customer Contact Executive MindXchange Series

October 18 - 21, 2015Loews Coronado Bay ResortSan Diego, CA

Next Generation Customer Care: Driving Real Change

“The networking, technological updates

and take-aways make this a week

that can change a year for our customer’s

experience. It is wonderful to meet others

with similar challenges and share

best-practices to create positive

change.” –Vice President, SUDDENLINK

COMMUNICATIONS | “Eyeopening to help get out of box

thinking "jumpstarted”. – Director,

T-Mobile | “I feel like F&S is the bestvalue for my professional growth. In the

last three years I’ve attended, I know

I’ve grown more as a leader and

business professional.” – Director,

BLINDS.COM | “The interaction and

networking opportunities were perfect.

The event allowed me to make some

great contacts that will now become

regular colleagues for life. The keynotes

were outstanding.” – Director,

KENNAMETAL, INC. | “Broad range

of topics and insights that are relevant and

transferable across multiple industries.

Well managed and designed

to maximize networkingopportunities.” –Director, Aurora

Health Care | “Frost & Sullivan does an

excellent job of finding great speakers to

stimulate our thinking. They also have

highly interactive sessions with

thought leaders and peer customer care

leaders.” – Senior Director, EyeMed |

“Most beneficial conference you could

attend”. – Director, NTT America, an NTT

Communications Company | “This event

gives us the ability to meet and talk with

other executives that have faced orare facing the same issues. This gives us the

unique ability to discuss

potential solutions with others

who have experienced the same issues.”

– CIO, WEAREFLOOD

take-aways

best-practices

bestvalue

leader

outstanding.”

maximize networking

highly interactive

executives

solutions

A FROST & SULL IVAN EXECUT IVE M IND CHANGE

Executive 75%

Management19%

2%Other

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw

WHO WILL PARTICIPATE

TOP SIX REASONS WHY YOU SHOULD ATTEND

11th ANNUAL

CUSTOMER CONTACT 2015, WESTADVISORY BOARD

Frost & Sullivan extends its appreciation to thefollowing Advisory Board Members for their expertiseand valuable support:

Dylan AstleVice President, Member ExperienceDirectBuy

Andrew GillespieAssistant Director, Reservation OperationsFour Seasons

Jim LeMereDirector, Insurance Operations Customer Contact CenterNorthwestern Mutual

Stephen LoyndGlobal Program Director, Customer Contact CenterFrost & Sullivan

Erin McMillanVice President, Customer Experience/OperationsAutoTrader.com

Denise PullenAssistant Director, Learning InnovationHyatt

Rick RussellDirector - Programs, Planning & AnalyticsOuterwall

Mike WindlerVice President, Call Center Operations1-800-DENTIST

2

SNAPSHOT OF PAST PARTICIPANTS

PAST PARTICIPANT PROFILE

#CCFrost Join the Conversation...

82% of surveyed participants recommend sending 2 or more team members basedon the amount of networking opportunities and range of content being delivered.

MORE CONTENT THAN ONE PERSON CAN HANDLE

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 andtechnology in place to create a better future for your contact center.

3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations!The open, candid discussions with customer care and customer experiencethought leaders are exercises in creative thinking and great platforms forgenerating great 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 buildingand engines at high rev, while enjoying over a dozen unique networking events,including our Exclusive! Participant Meet ‘n’ Greet, Vino Voyage: Sail, Sip and Savor, Cocktails on the Bay Welcome Reception Kickoff, and Curious CocktailsNetworking Reception, not to mention our Customer Contact Wild West Olympics & Cookout.

6. Take Control of Your Outsourcing Strategy: Stop by the SourcingClinic where top-level outsourcing analysts, subject-matter experts and savvyproviders will work to tackle challenges ranging from evaluating existingoutsourcing strategy to enhancing existing provider relationships.

n Join our growing community of customer contact, customer experience,and operations executives seeking and sharing new ideas and creativeapproaches to common challenges. Network with Vice Presidents,Directors and Senior Managers of:

• Call Centers• Contact Centers• Customer Analytics• Customer Care• Customer Contact

• Operations• Quality Assurance• Sales & Marketing

• Customer Experience• Customer Satisfaction and Loyalty• Customer Service• Customer Strategy• Customer Support


Schedule-at-a-g lance

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw1–17–111–21–113

7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activities

8:30am Segway Soiree: San Diego Tour & Lunch - Check In9:00am Vino Voyage: Sail, Sip and Savor - Check In3:30pm Sponsor Workshop5:00pm Sponsor Registration & Orientation Reception6:00pm Speaker & Thought Leader Orientation 6:45pm Exclusive! Participant Meet ‘n’ Greet

This end-user/participant activity is your opportunity to identify right outof the gate – those peers who share challenges similar to your own. It's agreat way to find participants who have thought leadership you can benefitfrom and to facilitate later dialogues throughout the event.

7:30pm Cocktails on the Bay Kickoff Reception

7:30am Registration, Continental Breakfast, and Exhibition8:15am Welcome and KEYNOTE – Embracing and Managing Change in a Hyper

Speed World 9:10am Navigating Customer Contact 2015, West9:25am NETWORKING – Team Challenge #19:30am SUCCESS STORY – Be Nimble, Be Quick: Operationalizing Agility in

Your Customer Contact Center10:00am Networking, Refreshment, and Exhibition Break

11:30am Session to Session Travel Time11:35am 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 helpyou solve your challenges. It is a series of rapid fire, one-on-one meetings withleading sponsors – both intense and fulfilling.( OR )The Brand Experience in 2015: The Roles of Culture & Technology– FOLLOWED BY –SPOTLIGHT ON – Ask the Experts! Panel DiscussionDigital-Enabled Customer Care: Realizing and Operationalizing Innovation

12:55pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.

2:05pm NETWORKING – Team Challenge #22:10pm Session to Session Travel Time

2:15pm CONCURRENT COLLABORATION ZONES - RoundtablesRoundtable sessions capture the power of all participants’ voices, insights andexperiences via group discussion and exploration of the issue at hand.Choose one of the following zones:

3:45pm Networking, Refreshment, and Exhibition Break4:10pm Member Showcase 4:25pm SUCCESS STORY– Strategic Customer Care: Meeting New and Unexpected

Competitors Head-On 4:50pm Session to Session Travel Time4:55pm 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 helpyou solve your challenges. It is a series of rapid fire, one-on-one meetings with leadingsponsors – both intense and fulfilling.( OR )INTERACTIVE –Ask the Experts! Panel and Roundtable Discussion: Continuous Process Improvement in Customer Services

6:15pm Curious Cocktails Featuring: The 30 Question Challenge

6:15am Early Risers Run/Walk8:00am Continental Breakfast and Exhibition8:45am Ice Breaker and TRANFORMATIONAL KEYNOTE – Cultivating

C-Suite Believers 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory

Board and Member Recognition9:50am NETWORKING – Team Challenge #39:55am Ask the Experts! Panel Discussion:

Modern Organizational Models for Customer Experience Excellence10:35am Member Showcase10:50am Networking, Refreshment, and Exhibition Break

11:20am CONCURRENT COLLABORATION ZONES - Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns.Choose one of the following zones:

12:15pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.


1:40pm CONCURRENT COLLABORATION ZONES - ThinkTanksThinkTank sessions employ interactive team exercises in a “roll up your sleeves”learning environment.Choose one of the following zones:

3:10pm Networking, Refreshment, and Exhibition Break

3:40pm CONCURRENT CASE HISTORIES –Choose one of the following concurrent sessions:

Beyond the Comment Card: How to Increase Profits and Happiness with Customer Feedback( OR )Video Customer Care: At the Tipping Point?

4:25pm Session to Session Travel Time

SATURDAY, OCTOBER 17, 2015

ARRIVAL DAY

SUNDAY, OCTOBER 18, 2015

NETWORKING DAY

MONDAY, OCTOBER 19, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Integrating CRM in the Contact Center Zone 2. Keeping Your Brand Promise with a “Siri-like” Experience in the Voice Channel Zone 3. Defining. Aligning, and Realizing the Customer and Brand Relationship Zone 4. Connecting to the Heart of the Agent to Instill LoyaltyZone 5. Customer Engagement Optimization : Meeting the Demands of

Accelerating Expectations Zone 6. Customer Care in an IoT World

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

10:30am CONCURRENT COLLABORATION ZONES - Fireside ChatsFireside Chats are informal conversations that draw upon the experience andexpertise of the featured executive. Choose one of the following zones:

TUESDAY, OCTOBER 20, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Next Gen Customer Experience: The Good, The Bad, and The Ugly Zone 2. Social Customer Care Zone 3. Multichannel Customer Interaction: Challenging Assumptions with Real Data Zone 4. The Awesomeness of Millennials and Gen Z: How to Attract this Unique Group and

Together Shape the Next Gen of Service Zone 5. Creating Chemistry in the Call Center: Personalization for Better Business Outcomes Zone 6. New Technologies to Empower Every Agent as a Subject Matter Expert

Zone 1. Deepen Customer Engagement | Zone 2. Excel in Channels | Zone 3. Live the Customer’s Journey

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize 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. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives Zone 2. Tech Support: It Won’t Just Be at the Help DeskZone 3. Contact Center Optimization on a ShoestringZone 4. Customer Experience, Up in the Cloud

THE SOURCING CLINIC – WHAT, WHEN AND WHERE: Mapping Your Outsourcing Strategy and Shores

Zone 1. Mind the Generation Gap: Customer Experience in the Multi-Generation Age (Baby Boomers to Gen-Z)

Zone 2. Delivering Experience Continuity for the Mobile Consumer — Every Channel, Every Device

Zone 3. Do You Really Want to Omni? Savvy Implementation of Right Time, Place, and Channel for the Best Customer Experience

Zone 4. Focus on the Firsts: A New Approach to Employee Engagement and Retention Zone 5. VOC is Happening in All Channels! How Are You Going to Hear It, Understand

and Respond to It?

Zone 4. Elevate Everything via Employee Engagement | Zone 5. Drive Decision-Making with Actionable Customer Insight | Zone 6. Think Differently | The Sourcing Clinic

Schedule-at-a-glance is preliminary and will be updated as information becomes available.


Schedule-at-a-g lance


Zone 1. Connected Customer Engagement and Processes Zone 2. Self Serve First! Adapting to Today's DIY Consumer Zone 3. Balancing Channel and Omni Skills Zone 4. Work at Home: Best Practices for Engaging and Managing Talent

WEDNESDAY, OCTOBER 21, 2015

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“CASUAL WEDNESDAY!”

4:30pm 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 following zones:

5:30pm Concurrent Collaboration Zones Conclude

5:45pm The 11th Annual Customer Contact Wild West Olympics & Cookout

6:30am Early Risers Run/Walk

8:15am Continental Breakfast and Exhibition

9:00am Kickoff and KEYNOTE – Visionary Insight into the Look and Feel of the FutureCenters of Excellence

10:00am EXECUTIVE INSIGHT – From Customer Agent, to Customer Advocate

10:30am Networking, Refreshment, and Exhibition Break

11:00am INSIGHT CENTERS – Pull into two of the following three revolving pit stops OR head over to The Sourcing Clinic.

Pit Stop 1. Who Owns the Customer? Playing Nice in the SandboxPit Stop 2. Holistic Big Data and Analytics that Make a DifferencePit Stop 3. Developing and Coaching the Next Generation of Leaders

THE SOURCING CLINIC – HOW: Assessing Outsourcing Vendor Capabilities;Governing the Relationship; and Deepening the Partnership

11:45am Session to Session Travel Time

11:50am INTERACTIVE – Harnessing Collective Knowledge and Insight: Capturing the Best of the Best Ideas and Take-Aways

12:30pm Content for the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange Concludes

1:00pm CUSTOMER EXPERIENCE SITE TOUR – Shuttle Check InLunch will be provided.

4:00pm Customer Experience Site Tour Concludes

Feel free to come down in your most comfortable travel wear so you can check out early, store yourbags and ensure a stress-free day.

Zone 1. Deepen Customer Engagement | Zone 2. Excel in Channels | Zone 3. Live the Customer’s Journey

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize 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 4. Elevate Everything via Employee Engagement | Zone 5. Drive Decision-Making with Actionable Customer Insight | Zone 6. Think Differently | The Sourcing Clinic

If you need to know what really works, the current trends andchallenges, the new technologies and opportunities, and thetransformation in provider relationships that drive a savvy sourcingstrategy …then this is THE place to be. You will benefit from thereal world experiences of peers “in the trenches”; the deepexperience and best practices of our on-site outsourcing providers;and the high-level insight of the global director and the principalanalyst of Frost & Sullivan’s Customer Contact practice.

This is where you will get real about developing and managing asmart sourcing strategy; one that powers the efficiency, effectivenessand quality of your customer and brand experience. The clinic isdesigned for customer contact executives across the outsourcingmaturity spectrum -- from evaluation to expansion, from revisitingan existing strategy to enhancing an existing provider relationship.

All sessions are collaborative and equally engage all participants infrank discussion of what works, and what doesn’t.

The Sourcing Clinic @ Customer Contact 2015, West

The Who, What, When, Where and How

Clinic Operating Hours and Specialties:Tuesday, October 20 , 2015 -11:20am – 12:15pm The Sourcing ClinicWHAT, WHEN AND WHERE: Mapping YourOutsourcing Strategy and Shores

Wednesday, October 21, 2015 - 10:45am – 11:30am The Sourcing Clinic HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Deepening the Partnership

#CCFrost

Join the Conversation...

OR

SEGWAY SOIREESAN DIEGO TOUR & LUNCH8:30amSegway around the city with a group of your peers on a guided tour of San Diego's HistoricGaslamp Quarter and The Embarcadero. See thesights, learn the history, enjoy lunch and kick off this amazing event with a one-of-a-kind networking experience. Make sure to bring yourcamera as we'll be touring some of San Diego's best!

Participant Fee: $95Location: Meet in Hotel Lobby, 8:30am

Hosted by:

VINO VOYAGE SAIL, SIP AND SAVOR9:00amJoin us for a sophisticated jaunt around SanDiego’s largest natural harbor on the 58 footSUNCHASER American Catamaran, TheAolani. Network with participants, sip oncocktails and converse over a savory lunch allwhile enjoying 360 degree views of thestunning San Diego skyline.

Participant Fee: $75Location: Meet in Hotel Lobby, 9:00amHosted by:

Sunday Networking Act iv i t ies

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw


5

Meet your fellow peers and colleagues andenjoy a little C&C, conversation & cocktails, onthe bay, as we get excited for the days ahead!

COCKTAILS ON THE BAY KICKOFF RECEPTION7:30pm

Hosted by:

SUNDAY, OCTOBER 18, 2015

AgendaJoin Our Customer Contact LinkedIn Community www.frost.com/linkedincc


Attire Recommendations Key:

Casual - Jeans, T-shirt,Comfortable Shoes

Button-Down Shirt, Trousers, Tie Optional, Dress

Western Flare - Jeans, Cowboy Boots & Hats (Please bring your sneakers if you plan to participate in the Olympic Games)

Athletic Gear - WorkoutClothing, Sneakers

7:00pm Suggested Arrival TimeArrive Saturday to participate in Sunday's Networking Activity

8:30am Segway Soiree: San Diego Tour & Lunch Segway around the city with a group of your peers on a guided tour of San Diego's Historic Gaslamp Quarter and The Embarcadero. See the sights, learnthe history, enjoy lunch and kick off this amazing event with a one-of-a-kind networking experience. Make sure to bring your camera as we'll be touring some of San Diego's best! Participant Fee: $95

Join us for a sophisticated jaunt around San Diego’s largest 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 enjoying 360 degree views of the stunning San Diego skyline.Participant Fee: $75

3:30pm Sponsor Registration & Orientation Reception 6:00pm Speaker & Thought Leader Orientation

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

6:45pm Exclusive! Participant Meet ‘n’ GreetThis 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 canbenefit from and facilitate later dialogues throughout the event.

7:30pm Cocktails on the Bay Kickoff ReceptionMeet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails, on the bay, as we get excited for the days ahead!

7:30am Registration, Continental Breakfast, and Exhibition

8:15am Welcome and KEYNOTE – Embracing and Managing Change in a Hyper Speed World

Erica JavellanaSpeaker of the HouseZappos Insights

Company changes aren’t always well received. We get it, change is scary, but it’s important andnecessary. In this session, Erica Javellana will examine how Zappos shakes things up by placingcompany culture first. Every day, everyone in your company affects the culture. By developing aculture of service, you can make positive change happen daily. When everyone realizes the partthey play in the overall experience and the importance of embracing and managing companycultural changes, you can become the customer service company you have always wanted to be.

Key Take-Aways:g Best practices for embracing and driving change within your organizationg Insights on defining what your company culture is and committing to itg Guide to incorporating your culture into your daily operations

9:10am NAVIGATING CUSTOMER CONTACT 2015, WEST9:25am NETWORKING – Team Challenge #1

9:30am SUCCESS STORY – Be Nimble, Be Quick:Operationalizing Agility in Your Customer Contact Center


SATURDAY, OCTOBER 17, 2015

ARRIVAL DAY

SUNDAY OCTOBER 18, 2015

NETWORKING DAY

9:00am Vino Voyage: Sail, Sip and Savor Check In:Meet in Hotel Lobby

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted tomaking new contacts and new friends.

SATURDAY, OCTOBER 17, 2015 - MONDAY, OCTOBER 19, 2015

Featured DemonstrationHosted by:

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize Your Agenda! Stay the course with one zone or bounce aroundto others. All collaboration zones are Power-Point free, participant-drivendiscussions featuring creative thinking and idea generation.

Zone 1. Deepen Customer EngagementZone 2. Excel in ChannelsZone 3. Live the Customer’s JourneyZone 4. Elevate Everything via Employee EngagementZone 5. Drive Decision-Making with Actionable Customer InsightZone 6. Think Differently

The Sourcing Clinic

Hosted by:

Hosted by:



GENERAL SESSION & EXHIBITION

#CCFrost


6

Hosted by:

Tuesday – 6:15am Wednesday – 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!

REMINDERSET YOUR ALARM!

$2,500*




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. Integrating CRM in the Contact Center

FIRESIDE CHAT WITH:Nicholas GeierIT ManagerBailey International

MODERATOR:Enzo SignoreChief Marketing Officer8x8

Want to up your customer service game? Cut call answer times by 10-15 percent, slash callabandonment rates by 60-70 percent and reduce telephony costs by 10-15 percent? You could do all that—and more—if your phone system, contact center and CRM system could talk to each other. In this talk, Bailey International IT manager tells how his company did all thatand more.

Key Take-Aways:

g Best practices for streamlining call center and IT operationsg Framework for how data and analytics can improve operations and customer retention g Lessons learned on gaining efficiency and enhanced disaster preparedness

Zone 2. Keeping Your Brand Promise with a “Siri-like” Experience in the Voice Channel

FIRESIDE CHAT WITH: Cristy Mestre QuinteroDirector, Operations, Trade Support & ServiceRoyal Caribbean

MODERATOR:Steve ProdgerSenior Vice President, SalesSmart Action

With evolving technologies and multiple self-service platforms, customer expectations are higherthan ever. Everyone is looking for the highest quality, lowest effort, seamless experience. Customerretention and loyalty is becoming more and more difficult as customer service requirements areexceedingly complex. Learn how to address customer needs and expectations while keeping yourbrand reputation high and operational costs low. With the evolution of voice recognition, it is noweasier than ever to create a “Siri-like” customer interaction for the Enterprise.

Key Take-Aways:

g Insights into addressing current and future customer expectationsg Proven ways to improve your Customer Effort g Guide to the future of Voice as the next Effortless channel

Zone 3. Defining, Aligning, and Realizing the Customer and Brand Relationship

Zone 4. Connecting to the Heart of the Agent to Instill Loyalty

MODERATOR:Mike MarrowChief Executive OfficerQualfon

A lack of employee engagement is often to blame for the high agent attrition rates that can befound in contact centers all around the world. But how should companies connect with agentsin ways that help increase both loyalty and performance? In this interactive session, we willdiscuss how to connect to the heart of employees to deliver employee tenure rates two timesthe industry average.

Key Take-Aways:

g Insight on the importance of beginning with the heart of the employee—not the company g Designing loyalty programs that support people’s personal lives, including their family,

friends, community, and spirituality g Guide to creating a shared purpose between your people and your company that resonates

with agentsg Five success factors that shape successful loyalty strategies and help win the people’s hearts

Zone 5. Customer Engagement Optimization: Meeting the Demands of Accelerating Expectations

FIRESIDE CHAT WITH: Dwayne CalderDirector, Customer Care and OperationsATB Financial

Steve FedorchukVice President, Customer CareATB Financial

MODERATOR:Greg SherryVice PresidentVerint

Today, the care center experience can set companies apart. Hear how ATB Financial, a leadingCanadian financial institution, is harnessing out-of-the-box thinking and culture, combined withworkforce optimization and customer analytics, to help create unique and amazing experiencesfor customers and team members alike. Learn how ATB is reducing customer effort, elevatingthe customer experience, and driving toward best-in-class customer engagement optimization

Key Take-Aways:

g Examples of how to leverage customer conversations and frontline team members to identify the root cause of customer challenges

g Insight on how to translate voice of the customer data into actionable improvements g Tips on how to optimize team member utilization and engagement with effective WFM call

forecasting and scheduling

Zone 6. Customer Care in an IoT World

MODERATOR:Chris AlphenDirector, Enterprise Field SalesLogMeIn

The Internet of Things - its potential as a change agent is undeniable, and will increasingly impact howyour customers interact with your products, your services and your support teams. But just howshould your customer support strategy progress and ultimately intertwine with your IoT strategy?Join us for this interactive discussion on the IoT, evolving your service and support offerings, andmaximizing your service revenue growth.

Key Take-Aways:

g Examples of how the IoT is already affecting service and support today, including pitfalls andlessons learned

g Checkpoints to evaluate your own support challenges and areas for improvement, both broadly and in context with the IoT

g Specific steps to ensure continuous support success and service revenue growth







7

8x8, Inc. GRAND PRIZE GIVEAWAY

Fill out thesurvey inyour eventpadfolio on-site and

A Grand Prize valued at

$2,500*

*Must be handed in to an 8x8, Inc. executive by Tuesday at 5:30pm. Prize drawing will be Wednesday morning prior to keynote speaker. Prize is limited to end users only. Sponsors,

vendors, media, non-practitioners excluded. Must be present to win.

ENTER TO WIN




CONCURRENT SESSIONS11:35am Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel Play the “wheel” to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading sponsors – both intense and fulfilling.

ORThe Brand Experience in 2015: The Roles of Culture & Technology

Stephen LoyndGlobal Program Director, Customer ContactFrost & Sullivan

In 2015, providing a great brand experience demands a dual focus – on both company culturesas well as the effective implementation of new technologies. Only when those two realms arejoined will the omni-channel dream be realized. At the center of this new reality is the MillennialGeneration: young people impacting both the nature of today’s workplace and the nuances ofCustomer Engagement, demanding empathy and ease in both spheres. In this session, we will beexamining the omni-channel dream (from human beings to chat, mobile & social), the millennialconsumer (both at work and at the mall) and the growing importance of considering CustomerEffort (CE).

Key Take-Aways:

g Insights on how are companies repositioning for the futureg Guide to understanding the connections between culture, employee engagement, and

top-line business impacts g Strategies will help companies succeed in delivering a single brand experience?

– FOLLOWED BY –

SPOTLIGHT ON – Ask the Experts! Panel Discussion:Digital-Enabled Customer Care: Realizing and Operationalizing Innovation MODERATOR:Nancy JamisonPrincipal Analyst, Contact CentersFrost & Sullivan

PANELISTS INCLUDE:Traci HartVice President, Customer ServiceReplacements Limited

How do we build cross-channel capabilities and leverage them consistently to drive a trulydigitally engaged customer? In this interactive panel discussion, we will address examples of howmobile technologies have changed engagement and experience with customers, best practicesfor turning your phone calls into opportunities to educate customers on your digital capabilitiesand drive them to those channels, and leveraging customer data for a more targeted andproactive multi-channel experience. Finally, we will address best practices for social mediaengagement in the contact center.

Key Take-Aways:

g Best practices on how to build a channel agnostic servicing capability to truly drive digital engagement

g Guide to effective engagement in the world of social mediag Tips and tricks for leveraging data and customer state to drive tailored, predicted experiences

12:55pm Food for Thought – Networking Roundtables Hosted by Industry LeadersPractitioners 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.


CONCURRENT COLLABORATION ZONES – Roundtables2:15pm Roundtable sessions capture the power of all participants voices, insights and

experiences via group discussion and exploration of the issues at hand.

Choose one of the following zones:Zone 1. Next Gen Customer Experience: Make the Journey

Worth the Trip

FACILITATOR:Maurice Da SilvaVice President, Global SaleseLoyalty

If customer interactions are likened to a journey, all too often the trip seems like somethingpenned by National Lampoon. With siloed channels, having to endlessly repeat information touninformed representatives, receiving disparate treatment and varying degrees of urgencydepending upon method of contact – all that’s missing is the Family Truckster to make theanalogy complete. Companies seeking to stay ahead of the pack will need to utilize solutionsthat give its customers a consistent, persistent-across-channels customer experience, and itsrepresentatives a contextual, holistic view of that journey. Capturing a complete history of thecustomer experience through every channel, both real-time and historic, allows the customerservice representative to see the path the customer has taken, and how each interaction hasled to the next, allowing a holistic, 360° customer experience for the digital age.

Key Take-Aways:

g Insight on why a fully-integrated and strategically mapped customer journey forms the basis for a customer experience that drives profits and builds loyalty

g Guide to how having a digital and mobile strategy to seamlessly connect customers to businesses anytime and anywhere fosters customer engagement and agent job satisfaction

g Case study on how a client upped its game by incorporating mature contact center technologies to create personalized customer engagements

g Lesson learned: Identify the issues critical to developing a next-generation customer experience journey strategy so natural and seamless your customers will be happy they made the trip

Zone 2. Social Customer Care Gordon LittleyManaging Director, Customer Experience PracticeVerizon

Is there an ROI for investing in a social media strategy? Some would still argue no. But thereality is your customers are using it, and your brand is impacted by it every day, whether youhave a strategy or not. The question we really should be asking is how can we harness socialmedia to improve brand image or customer experience? If your customer experience strategyrests solely on traditional customer service oriented call centers, are your call centers in thebusiness of customer service, or are they really crisis centers? Social media is more than just achannel. It represents a dramatic shift in culture and the way society communicates. To competein such a society, companies should consider engaging in relevant and meaningful ways, in waystheir customers are communicating. In this discussion, we will explore how social plays a role infrictionless customer experience. We’ll explore how social plays a significant role in how yourcustomers are in control of your brand image, perhaps more so than the enterprise, and howthe enterprise can harness that control in your favor.

Key Take-Aways:

g Guide to how social plays a role in a frictionless experience g Insights to leveraging social data for brand imageg Case study of a journey in leveraging social media

Zone 3. Multichannel Customer Interaction: Challenging Assumptions with Real Data

FACILITATOR: Madelyn GengelbachVice President, Strategic MarketinginContact

It can be a struggle to keep up with rapidly evolving customer expectations, especially in thecontact center. With the proliferation of the ultimate multi-channel devices –smartphones and tablets – everyone is coming to expect great service in any channel of communication. Join us as we share hot-off-the presses research that sheds light on customer expectations andreal data about how contact centers can respond and build lasting, profitable relationships with customers.

Key Take-Aways:

g Best practices for understanding consumer interaction frequency and timing of communication throughout the customer journey

g Insight on communication channel choices and how they differ between the US and the UKg Guide to how these realities impact contact center operations

Hosted by:






8




Zone 4. The Awesomeness of Millennials and Gen Z: How to Attract this Unique Group and Together Shape the Next Gen of Service

CO-FACILITATORS: Tom AielloSenior Vice President, Worldwide SalesCicero

Mike GarnerChief Customer OfficerCicero

Millennials will be the largest generation in the U.S. workforce as of 2015. Yet we have notcome to fully understand and appreciate them and how they are changing work. How do wetap into this new pool of workers? What makes them different and how do these differenceschange how we hire and “manage” them? During this interactive session we will focus on thenew generations of contact center workers, how they approach work differently, and what itmeans to your role as a leader in customer contact.

Key Take-Aways:

g Success factors for recognizing what motivates these new generations and how you can tap into it

g Best practices and tools for leveraging these new workers g Lessons learned about the key leadership traits in managing Millennials and Gen Z

Zone 5. Creating Chemistry in the Call Center: Personalization for Better Business Outcomes

FACILITATOR:Melissa MooreChief People OfficerMattersight

What’s true in personal relationships is also true in the call center: success comes down tochemistry. Individuals naturally work and communicate better with certain people based onsimilar or dissimilar-yet-complementary personality styles and preferences. Customer servicerepresentatives need to go beyond understanding a customer’s problem – to understanding thecustomer, their personality and how they want-and-need to be helped. Businesses have atremendous opportunity to improve the outcome of every call by understanding and thepersonalities of callers with call center agents best-suited to meet their needs. When agents andcallers have a positive personality connection, the impact is felt in virtually every metric thatmatters: more sales, higher retention rates, shorter call times, and better overall experiences forboth your customers and your employees.

Key Take-Aways:

g Insight on you can improve the outcome of every call by understanding and pairing the personalities of callers with agents best-suited to meet their needs

g Guide to how Millennials are paving a new path when it comes to their customer service needs

g Discover your customers’ personality types, along with selling and service strategies for each one

Zone 6. New Technologies to Empower Every Agent as a Subject Matter Expert

FACILITATOR:Lee GruenfeldSenior Director, Market StrategySupport.com

In today’s increasingly connected world, support representatives are challenged to deliversolutions to increasingly complex technology problems. The opportunity facing customerservice teams is to positively impact the customer’s experience of a product, rather than justsolve an immediate problem. In this interactive session, we’ll examine best practices forequipping customer service representatives and management teams can ensure more efficientresolution that results in more highly satisfied customers.

Key Take-Aways:

g Framework for how data analysis can be used to perfect agent performance g Key findings on technologies that provide an advanced support experienceg Best practices for mapping the new contact centerg Critical factors in the relationship between support, reduction in returns and

customer retentiong Insights on the coming wave of customer self service

3:45pm Networking, Refreshment and Exhibition Break

4:10pm Member Showcase

4:25pm SUCCESS STORY – Strategic Customer Care: Meeting New and Unexpected Competitors Head-OnKen LainVice President, Sales and Service OperationsVerizon


CONCURRENT SESSIONS4:55pm Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel Play the “wheel” to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading sponsors – both intense and fulfilling.

OR

INTERACTIVE – Ask the Experts! Panel and Roundtable Discussion: Continuous Process Improvement in Customer Service

MODERATOR:

Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

PANELISTS INCLUDE:

Les BoothbyDirector of Member Services Contact Center and eServicesWesterra Credit Union

Steve CopelandDirector, Customer Contact CenterJust Energy

Avelina LealDirector, Contact Center Operations & Process ImprovementPerformRx

Kimberly WymanDirector, Customer Service Methods and ProceduresT-Mobile

Where can you gain the greatest leverage to improve contact center operations? What shouldyou have on your 2015-16 strategic plans for your contact center? How will you continue todeliver great service and results and keep the CFO happy? Finding ways to continuouslyimprove processes is critical to long term success in any contact center.

Key Take-Aways:g Examples of new and creative approaches to agent training g Best practices for agent knowledge base or on line handbookg Tools to provide internal and cross departmental feedback when things go awryg Insight on moving beyond email communications with agents

6:15pm Curious CocktailsFeaturing: The 30 Question ChallengeEnjoy a fun networking game where everyone is a contestant! Come up with the most clever answer and you may be entered to win a fantastic prize!

MONDAY, OCTOBER 19, 2015 - TUESDAY, OCTOBER 20, 2015






9




6:15am Early Risers Run/WalkCalling 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 ofcontent and networking!


8:45am Ice Breaker and TRANSFORMATIONAL KEYNOTE – Cultivating C-Suite Believers

Tom GrothuesSenior Vice President, Sales and Service USAA

A firm’s brand can be shaped and defined by your customer’s experience with your contactcenter. Building support with C-Suite leaders is a critical step to secure their commitment tothe channel. By showing how the contact center is a critical function in driving customerexperience and business results will establish a strong level of support.

Key Take-Aways:g Best practices for changing the conversation from cost to revenue g Framework for how to build contact center acumen across your entire organizationg Examples of how to secure continued support and investment (people, process and

technology) in this critical channel

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: Modern Organizational Models for Customer Experience Excellence

MODERATOR:Rick RussellDirector Programs, Planning & AnalyticsOuterwall

PANELISTS INCLUDE:Jeffrey LairdDirector, Small Business and Accountant Customer CareIntuit

Jennifer RamirezVice President, Customer ExperienceWestern Union

Annie TsaiChief Customer OfficerDoubleDutch

Mary TuckerChief Executive OfficerUPIC Health

Paul WoodsDirector, Global Customer Experience TE Connectivity

Is your customer care operations aligned with your companies brand strategy, or are youconstantly pressed to “do more with less” while still being expected to deliver exceptionalservice, which is causing confusion and conflicts? Is your support center falling behind yourcompetition or struggling to keep pace with customer demands? Are you struggling to gainalignment within your organization, which leads to under-investment in key areas such astechnology? The key to a modern organizational model is having a strategy, alignment and aboveall support - but when that is not present, how do you influence up?

Key Take-Aways:g Insight on the stages of modern organizational modelsg Guide to recognizing the challenges leaders faceg Proven strategies and tools to get you going

10:35am Member Showcase


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 of Seasoned Customer Contact Executives

Zone 2. Tech Support: It Won’t Just be at the Help Desk

MODERATOR:

Modestos GikizasDirector, Sales, Operations and Customer ServiceVertical Scope

The avenues to providing your clients support are no longer just as simple as a phone call oremail! Now you need to be on top of social (and all the different channels that really make up"social"), your wiki documentation, and enable all of your staff to serve as support when acustomer makes it to them first. Don't worry; it is much easier than ever to provide techsupport across all customer touch points!

Key Take-Aways:g Guide to creating a true multi-channel, all encompassing technical support

communications plan!g Tactics to better enable non-support staff to better engage clientsg Success factors for addressing all channels while still scaling the team within budget

Zone 3. Contact Center Optimization on a Shoestring

MODERATOR:

Meg SchumerVice President Customer Service Center and Underwriting OperationsPMA Insurance

Getting capitol to invest in Call Center technology can be challenging these days, especiallywhen your call center is small, and you can’t make the cost benefit work on salary alone. Howcan you create and sustain a world class service model when you can’t get the support for thetools that will help you get there? No one in Senior Management wants to hear excuses…you’ve got to figure out how to get the job done and done well without all of the bells andwhistles that some of the larger centers have at their disposal.

Key Take-Aways:g Guide to quickly identifying the most important components of your service proposition

and turn things around quickly and effectivelyg Identify opportunities to highlight the importance of your center to your organization’s

bottom line… learn how to sell your center’s value to the Executive Team g Create a plan for getting the tools you need in the long term and find alternative ways

to deliver excellent service while you wait

Zone 4. Customer Experience, Up in the Cloud






10

#CCFrost









THE SOURCING CLINIC –WHAT, WHEN ANDWHERE: Mapping Your Outsourcing Strategy and Shores

CO-FACILITATORS:



Whether a novice or seasoned expert at outsourcing customer care, we know you ,sustainability, economy and choice when deciding how to serve your customers. What you maynot know is how risky or prudent it is today to mix onshore, offshore and near shore agenttalent. Can outsourcers meet the needs of your Omni-channel customers? Can serviceproviders give you access to educated, ethical, service-oriented, bicultural and bilingual talentwith great affinity to North American values, products and service expectation – at arereasonable price?

Key Take-Aways:g Guide to the 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 geographiesg Gain “on the ground” insights from experienced service providers and industry analystsg Guide to understanding why certain care activities are best served from India and

the Philippinesg Examples of real-world successful deployments and expanded engagements

12:15pm Food for Thought – Networking Roundtables Hosted by Industry LeadersPractitioners 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.


CONCURRENT COLLABORATION ZONES –ThinkTanks 1:40pm ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”

learning environment.


Zone 1. Mind the Generation Gap: Customer Experience in the Multi-Generation Age (Baby Boomers to Gen-Z)

Zone 2. Delivering Experience Continuity for the Mobile Consumer - Every Channel, Every Device

FACILITATOR:

Tobias GoebelDirector of Mobile StrategyAspect

Smartphones are increasingly the starting point for customers seeking service. But in manycases mobile is siloed, under-optimized and disconnected from the customer careinfrastructure, leaving customers frustrated when they need live help — and often having tostart over or repeat themselves. Join us to discuss ways to tear down the silos of cross-channelcustomer service and the resulting benefits in the form of improved loyalty, increasedsatisfaction and operational efficiencies.

Key Take-Aways:g Critical factors that threaten customer satisfaction for today’s omni-channel,

mobile consumers g Best practices for bridging the gap between mobile self-service and live

agent-assisted service g Identify new strategies for using SMS as an interactive self-service channel g Insight on disposable apps: what are they and how can you use them? g Techniques for delivering Experience Continuity throughout the customer journey

Zone 3. Do You Really Want Omni? Savvy Implementation of Right Time, Place, and Channel for the Best Customer Experience

FACILITATOR:

Amit ShankardassExecutive Vice President, Marketing EWAPTeleperformance

There is a lot of talk about providing omni-channel solutions for our customers. But do wereally know what omni-channel means? What is Omni-channel for YOUR company andcustomer? Join this session to explore how to effectively offer and integrate the best mix ofinteraction channels in order to deliver seamless customer experiences. We will discuss howto build an effective roadmap for determining the processes, databases, technologies and agentintegrations required to deliver a truly omni-channel experience.

Key Take-Aways:g Fact-based insights on customer preferences and adoption of interaction channelsg Best practices for the development and deployment of an omni-channel solution g Tips for creating the business case (ROI)g Assessment of what omni-channel means for your company g Case study: Deploying an omni-channel solution

Zone 4. Focus on the Firsts: A New Approach to Employee Engagement and Retention

FACILITATOR: Steve MuiseVice President, Employee Experience24-7 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 employeefactors. 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 andhow to measure these touch points to understand the voice of the employee and their overall happiness.

Key Take-Aways:g Defining employee engagement versus employee experienceg Techniques to measure actual engagement rather than self-perceived engagement g Success factors for engaging and retaining employees at every level or tenure in

the organization

Zone 5. VOC is Happening in All Channels! How Are You Goingto Hear It, Understand and Respond to It?

FACILITATOR: Ted HuntingDirector North America Marketing and Demand GenerationGenesys

With over 74% of your customers using three or more channels to communicate with yourcompany, understanding the voice of your customers (VoC) has become more difficult thanever before! However, the VoC contains insights that can help your organization to improveyour contact center performance and optimize the experience of your customers. With yourcustomers using multiple channels―even within a single “conversation” with yourcompany―how do you filter out the “noise” to detect relevant emerging trends in the VoC inorder to proactively respond to customer needs? Join this interactive session to learn how tostay ahead of the curve and continue delivering excellent customer experiences.

Key Take-Aways:g Insight on the current and future challenges in Understanding the VoCg Best Practices for Overcoming the Challengesg Steps to build the Business Case for Investment in a VoC Program

3:10pm Networking, Refreshment, and Exhibition Break







11

Hosted by:




CONCURRENT CASE HISTORIES 3:40pm Choose one of the following concurrent sessions:

Beyond the Comment Card: How to Increase Profits and Happiness with Customer Feedback

Katie LairdDirector, Social Care Blinds.com

What are your customers telling you every day and where are they taking your business? Anycompany can collect data, but it takes a coordinated effort to transform customer feedback intoaction. Learn how Blinds.com weaves the ‘Voice of the Customer’ into daily office life and howthey have broken down departmental silos to quickly share customer feedback and, as a result,grow their bottom line with happier customers to boot.

Key Take-Aways:

g Best practices on how to tap into the ‘Social Customer Voice’ and close sales while solving customer challenges in Social Media

g Blueprint to increase 'Post Purchase Understanding’ for higher referral rates and lower post-sale Customer Service calls

g Surprisingly simple guide to leverage employee brainpower to move the needle around the Customer Experience

OR

Video Customer Care: At the Tipping Point?Scott GainesVice President, Strategic InitiativesHertz


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. Connected Customer Engagement and Processes

Customer engagement strategies must connect and leverage all relevant customer data andoptimize enterprise processes, regardless of traditional silo, channel, or external data source tomaximize the interaction for the customer and the enterprise. How do you break throughtraditional silos and integrate customer data to generate actionable customer and businessinsights? Come learn leading practices for integrating disparate enterprise data and creatingpersistent processes across all channels that drive results in the areas of CSAT, Cost-to-Serve,and revenue through timely, personalized insights.

Key Take-Aways:g Guide to the benefits of successfully assimilating back office data to empower your

front-line agents g Best practices for integrating mobile, social and SMS channel data into enterprise

customer engagement centers g Insights and techniques for serving up personalized, real-time, contextual information

for customers

Zone 2. Self Serve First! Adapting to Today’s DIY Consumer

FACILITATOR:

Dan FoxMarketing MangerInteractions

Research shows that 40% of consumers said they prefer self-service to human contact for theirfuture contact with companies. Join us and gain insights you need to implement cost-effectiveself-service that delivers an agent-like customer experience.

Key Take-Aways:

g Best practices for implementing an omni-channel self-service strategy g Define and discuss metrics that determine success from the company and

customer perspective g Case study: Deploying a natural language self-service solution

Zone 3. Balancing Channel and Omni SkillsFACILITATOR:

Kyle AntcliffVice President, MarketingIntradiem

Research shows that more than 60% of contact centers cite intraday management as critical tooperations. To deliver on ongoing operational pressures and rising customer experience,frontline workforces must evolve from reactive to real-time management. In this interactivesession, you will hear how to transform your organization’s frontline workforce to drivesignificant customer experience, productivity, and agent engagement benefits.

Key Take-Aways:

g Capabilities of intraday automation to fuel industry leaders g Insight into how contact center leaders outperform followers across key Service and

Productivity metrics g Case study: Turning data into real-time adjustments to frontline workforces

Zone 4. Work at Home: Best Practices for Engaging and Managing TalentFACILITATOR:

David HallerVice President, Client OperationsAlorica

Companies frequently struggle with overstaffing, peak needs, seasonal volumes, and managingcomplexities of part-time schedules. This interactive session will provide a blueprint for how toovercome these challenges through work-at-home agent solutions.

Key Take-Aways:

g Best practices for achieving greater flexibility with better quality, reliability and value g Blueprint for attracting a large pool of quality agents, regardless of geographyg Case studies of effective and cost-efficient home agent staffing

5:30pm Concurrent Collaboration Zones Conclude

5:45pm The 11th Annual Customer Contact Wild West Olympics & Cookout Gear up for a night of Olympic games with Western flare. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Buck up and show us your wild west side!

Feel free to come down in your most comfortable travel wear so you can checkout 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 ofcontent and networking!


9:00am Kickoff and KEYNOTE – Visionary Insight into the Look and Feel of the Future Centers of Excellence

10:00am EXECUTIVE INSIGHT – From Customer Agent, to Customer Advocate


TUESDAY, OCTOBER 20, 2015 - WEDNESDAY, OCTOBER 21, 2015





12


WEDNESDAY, OCTOBER 21, 2015



AgendaJoin Our Customer Contact LinkedIn Community www.frost.com/linkedinccWEDNESDAY, OCTOBER 21, 2015







13

11:00am INSIGHT CENTERSPull into two of the following three revolving pit stops OR head over to The Sourcing Clinic.

Pit Stop 1. Who Owns the Customer? Playing Nice in the Sandbox

Pit Stop 2. Holistic Big Data and Analytics that Make a Difference

Pit Stop 3. Developing and Coaching the Next Generation of Leaders

Jeff LairdDirector, Small Business and Accountant Customer CareIntuit

THE SOURCING CLINIC – HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Deepening the PartnershipCO-FACILITATORS:



Frost & Sullivan research shows that clients are looking for enduring partnerships with theiroutsourcing providers. They want to build a bond with a provider that accelerates the growth of theircompany and the strength of their brand. However, many companies have pursued outsourcingwithout the requisite investment in their in-house vendor management capabilities. There is a need tocontinually govern, re-assess, and reconfirm priorities. Service providers and clients should look tobuild a strong relationship first, and then manage programs carefully and regularly.

Key Take-Aways:g Tap into key attributes that the stakeholders must look for in an outsourcing partnerg Best practices for developing a relationship that focuses on strategic outcomes,

not price g Guide to identifying the right mix: Reliability. Technology. Solutions. Responsiveness.

Footprint. Management stability. Performance. Management stability. Performance.g Brainstorm best practices for maintaining a balanced ‘win-win’ partnershipg Insight on when things go wrong: Ideas to improve and foster a better,

long-term relationship


11:50am INTERACTIVE – Harnessing the Collective Knowledge and Insight: Capturing the Best of the Best Ideas and Take-Aways

12:30pm Content for the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange Concludes

1:00pm Customer Experience Site Tour – Shuttle Check In Bring your thirst for customer experience knowledge and beer to Stone Brewing Co.! The tour of southern California's largest brewery will not only cover topics like Stone’s history and company philosophy, but also how they keep over 50,000 Stone Fans happy. You will be given an extensive look at the brewing process, learning how the beer is made, and will then get to reap the benefits as we wrap up the tour with a sampling of four Stone Brewing Co. beers. Cheers! Lunch will be provided.

4:00pm Customer Experience Site Tour Concludes

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New Product Innovation & Development: A Frost & Sullivan Executive MindXchangewww.frost.com/pds

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Customer Contact, East:A Frost & Sullivan Executive MindXchangewww.frost.com/ccs

Strategic and Competitive Intelligence Professionals International Conference & Exhibitionwww.scip.org

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Visitwww.frost.com/chronicles or www.frost.com/events

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SOLUTION PROVIDERS

24-7 Intouch is a global contact center outsourcingcompany that delivers customizable, quality-driven,customer service solutions, across all industry segments.Using the most advanced technology, comprehensive

insights, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, e-mail and social media management.www.24-7intouch.com

8x8, Inc. is the trusted provider of secure and reliablecloud-based unified communications and virtualcontact center solutions to organizations around theglobe. 8x8's cloud solutions replace traditional on-

premise PBX hardware and software-based systems with a flexible and scalable Softwareas a Service (SaaS) alternative. www.8x8.com

Almawave is a pioneer in the Applied ArtificialIntelligence field, specifically addressing CRM, Big Dataand Customer Experience needs. Trusted by some of

the world’s largest companies and governments, our 250-member team delivers intuitiveproducts which reduce the time and effort needed to train employees and resolvecustomer inquiries. www.almawave.com

Alorica is a worldwide leading provider of customermanagement outsourcing solutions spanning the entirecustomer lifecycle. With customer care, sales, and

technical support along with logistics and fulfillment, Alorica offers a seamless customerexperience across all service channels. Alorica’s proven industry experience and know-how provide insanely great customer experienceswww.alorica.com

Aspect helps companies deliver remarkable customerexperiences across every conversation and channel - througha single, elegant software platform. As the global leader incustomer engagement solutions and cloud hosting services,

our unified interaction management, workforce optimization and back-office solutionsseamlessly orchestrate people, processes and touch points.www.aspect.com

Cicero provides process analytics and automationsolutions that help organizations isolate process issuesand automate employee tasks in the contact center and

back office. By realizing and removing the barriers to productivity, customers such asNationwide and UBS use Cicero solutions to build enterprise value by improvingperformance, reducing cost, and transforming the employee and customer experience. www.ciceroinc.com

Concentrix, a wholly owned subsidiary of SYNNEXCorporation, is a global business services company focusedon process optimization, customer engagement strategy,

technology innovation, and ecosystem performance. Our holistic approach to customerengagement, deep domain expertise, and process innovation enable us to deliver unique,transformational solutions for our clients.www.concentrix.com

eLoyalty enables a frictionless customer experience across allcustomer interactions by implementing next generationcustomer technologies, activating customer data and

modernizing legacy environments. Our cloud, hybrid, and on-premise technology offerings enable clients to communicate seamlessly with their customers across multiple channels and devices to create a differentiated customer experiencewww.eloyalty.com

Five9 is a leading provider of cloud contact center software, bringingthe power of the cloud to thousands of customers and facilitatingmore 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 cloudwww.five9.com

Genesys is the market leader in multi-channel customerexperience (CX) and contact center solutions in the cloudand on-premises. We help brands of all sizes make great CX

great business. Genesys is trusted by over 4,500 customers in 80 countries toorchestrate over 100 million digital and voice interactions each day. Call us at+1.888.436.3797www.genesys.com

inContact's powerful cloud-based solutions help today'scontact centers create profitable customer experiences and optimize the quality and effectiveness of every

customer interaction. www.incontact.com

Interactions enables companies to more effectively interact with their customers. We provide anautomated voice solution that leverages an

unprecedented level of understanding–enabling a productive two-way dialogue, quickresponses to customer requests, and a natural and easy way to communicate. Follow uson Twitter @interactionsco.www.interactions.net

Intradiem, the first and only complete IntradayAutomation solution for frontline workforces, includingContact Center, Back Office, Retail and Mobile, helpscompanies improve customer experience delivery,

grow revenue and decrease costs. Our customers realize these benefits by turning datainto actions and making real-time adjustments to their frontline workforces.www.intradiem.com

LogMeIn, Inc. (NASDAQ: LOGM) simplifies how peopleconnect to each other and the world around them. Withmillions of users worldwide, our cloud-based solutionsmake it possible for people and companies to connect

and engage with their workplace, colleagues, customers and products anywhere, anytime.LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London,San Francisco and Sydney.www.logmeininc.com

Mattersight is a leader in enterprise analytics focused oncustomer and employee interactions and behaviors. Mattersight's Behavioral Analytics service

leverages a SaaS+ delivery model, millions of proprietary algorithms and uniquebehavioral models to drive significant business value for its clients by improvingoperational performance and predicting customer and employee outcomes. www.mattersight.com

A Business Services Company

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw 15

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SOLUTION PROVIDERS

Pegasystems develops strategic applications for sales,marketing, service and operations. Pega’s applicationsstreamline critical business operations, connect enterprisesto their customers seamlessly in real-time across channels,

and adapt to meet rapidly changing requirements. Pega’s Global 2000 customers includemany of world’s most sophisticated and successful enterprises. www.pega.com

Pipkins Inc., founded in 1983, is the leading supplier ofworkforce management software and services to the callcenter industry, providing sophisticated forecasting and

scheduling technology. Pipkins forecasts and schedules more than 300,000 agents inover 700 locations across all industries worldwide. They are headquartered in St. Louis, Missouri. www.pipkins.com

Qualfon is a business process outsourcingcompany and a provider of contact centerservices. Qualfon's success dates back to 1995

and spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., and thePhilippines. With industry-leading retention rates, Qualfon's employees stay longer-providing you high-quality services at a lower price.www.qualfon.com

We make a phone call effortless. Our IntelligentVoice Automation allows callers to easily completerequests without the use of a Live Agent. Throughour unique, cloud-based Artificial Intelligence

platform, we provide Voice-as-a-Service for 90+ companies and help them to provide aneffortless customer experience while simultaneously reducing operating costs.www.smartaction.com

Support.com, Inc. (NASDAQ: SPRT)is a leading provider of cloud-basedsoftware and services for technology

support, including the Nexus® Support Interaction Optimization (SIO) solution thatenables companies to boost agent productivity, dramatically improve the customerexperience and more quickly resolve complex technology support issues. www.support.com

Teleperformance, the worldwide leader in outsourced multichannel customerexperience management, serves companies

around the world with customer care, technical support, customer acquisition, debtcollections and back office programs. Teleperformance operates more than 135,000computerized workstations, with 182,000 employees across more than 270 contactcenters in 62 countries.www.teleperformance.com

Verint® is a global leader in Actionable Intelligence®solutions. Our portfolio includes Customer EngagementOptimization software and services that capitalize on

solutions from KANA®, A Verint Company to help organizations enrich customerinteractions across communications channels, optimize their workforces, and improve business processes.www.verint.com

Verizon Enterprise Solutions creates global connections thatgenerate growth, drive business innovation and move societyforward. With industry-specific solutions and a full range ofglobal wholesale offerings provided over the company’s securemobility, cloud, strategic networking and advanced commun-ications platforms, Verizon Enterprise Solutions helps

open new opportunities around the world for innovation, investment and business transformation.www.verizon.com

MEDIA PARTNER:

For Sponsorship Opportunities, please contact Gary Robbins, Partner, Integrated Marketing Solutions. Email: [email protected] Tel: 703.729.6386

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw16

Registrat ion

VENUE INFORMATION Loews Coronado Bay Resort San Diego, CA4000 Coronado Bay RdTel: 619 424-4000

We suggest you arrive Saturday, October 17th. Frost & Sullivan will be reserving a limited number ofdiscounted rooms at the event property. Please contactthe property directly for rates, availability, and to bookyour accommodations. Be sure to mention you will beparticipating in the Frost & Sullivan event.

TO REGISTER:

:ONLINEwww.frost.com/ccw

*[email protected]

& PHONE1.877.GO FROST (1.877.463. 7678)

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].

Payment ProceduresPayment 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, andnotify 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. Thecredit 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. Theremaining 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. Ifyou 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 changesbeyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from www.frost.com/ccw

Register online! www.frost.com/ccw

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 g e

Schedule a One-On-One Growth Strategy Dialogue

OCTOBER 18 - 21, 2015 | LOEWS CORONADO BAY RESORT | SAN DIEGO, CA

Participation Package includes:

1. Complete access to our Customer Contact Executive MindXchange, including all keynotes,interactive workshops 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

7-27-15

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 yourgrowth strategy. These on-site sessions are exclusive with a limited number of slots, and reservations will be confirmed on afirst-come, first-served basis.

g Please have a Frost & Sullivan associate contact me to secure my Growth Strategy Dialogue time slot.

Group Discounts AvailableContact: 1.877.GO FROST for details

g Event Registration - Complete Series

g Event Registration - Executive Series

A-La-Carte Options:

g Event Registration – General Pass

g Vino Voyage: Sail, Sip and Savor

g Segway Soiree: San Diego Tour & Lunch

g Site Tour

g Executive MindXchange Chronicles

g Non-participant

&

A real Golden Nugget that continues to add value post-event!As a thorough and focused set of notes, the Customer Contact2015, West Executive MindXchange Chronicles is prepared byyour peers to ensure you don't miss out on any sessions that runconcurrently with those that you selected. If you are unable tosign up for this now, you may order post event.

Please note that post event purchases will be $495 so get yourhands on these collections at the lower rate now!

Customer Contact 2015, West Executive MindXchange Chronicles

For more details on these registration features, visit: www.frost.com/YourParticipation

$3520

(Inclusive of: Event Registration, Executive MindXchange Chronicles Choice of Networking Activity, and Site Tour)

$2995

$75

$95

$100

$395

$995

(Inclusive of: General Session Registration ONLY)

($250 Savings)

$3240($150 Savings)(Inclusive of: Event Registration and Executive MindXchange Chronicles)

Subscribe to the Customer Contact eBulletinA Quarterly eBulletin From the Organizers of theCustomer Contact Executive MindXchange Series

To Subscribe Visit www.frost.com/ccw

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw 17

and next generation customer care: driving real change ...6. take control of your outsourcing...

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