This document provides information about the Contact Center Executive Exchange conference happening from March 19-21, 2017 in Dallas, TX. The conference will focus on the key challenges and opportunities for contact center leaders to deliver frictionless, effortless customer care in today's business environment of escalating customer expectations across multiple interaction channels. Through sessions and discussions, the agenda will address topics like increasing efficiencies through data analytics, capturing customer sentiment, improving agent engagement, embracing omni-channel, analyzing artificial intelligence trends, and adding a human aspect to customer touchpoints. The document outlines the attendee qualifications, networking opportunities, and speaker lineup including executives from companies like Thomson Reuters, ZocDoc, Celgene and more.

1. Exchange Network@IQPCNAExchange
#ContactCenterExchange
MARCH 19-21, 2017, DALLAS, TX
www.contactcenterexecutiveexchange.com

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MARCH 19-21, 2017
Customer Care: The New Agenda
Now more than ever, it is up to the contact center to deliver the
greatest impact on overall customer experience.
Businesses struggle to keep up with escalating customer expectations,
the impact of cost pressures and the explosion of interaction channels
on existing service delivery models. Beyond delivering a “wow”
experience, customer service must be frictionless, effortless and
provide the opportunity for the customer to “own” their own
experience. This is what customer care: the new agenda looks like.
By evolving beyond the traditional contact center to a customer
engagement organization, service becomes different and recognizable
- the ingredients to maintaining a competitive advantage. But how do
we accomplish what seems to be a never ending need to satisfy today
(and tomorrow’s customers)? With a focus on increasing efficiencies
through data and predictive analytics, capturing customer sentiment
through speech analytics, increasing agent engagement and
retention, embracing the rapid rise of omni-channel, analyzing trends
in artificial intelligence, and introducing a deeper human aspect into
every touchpoint along the customer journey.
Welcome to CCIQ’s 5th Contact Center Executive Exchange,
the premier event for senior leadership in customer care. Our
carefully constructed program focuses on the key challenges and
opportunities contact center leaders must address in order to
navigate, predict, re-humanize and offer frictionless & effortless
customer care in a new age of engagement and at the speed of
business.
I look forward to meeting you this March in Dallas. TX
Naomi Secor
Executive Director
Contact Center Executive Exchange
My company’s annual revenue is $1 Billion or above
•••
I have a personal budget of more than
$1Million for external solutions
•••
I control or directly influence where customer service/
experience/call center budget is spent
Exclusive Attendance
Participation is strictly limited to senior executives from leading
corporations to facilitate true peer-level networking for our
delegation and speakers.
•••
An Agenda Just for You
Select the conference sessions, BrainWeave® discussions, and
business meetings that match your initiatives and current business
needs ensuring you have full control of your time at the Exchange.
•••
Conversations You’ll Remember
Plenty of networking breaks with senior level executives who face
the same challenges as you.
•••
One-on-one business meetings
The business meetings provide an exceptional opportunity for
event participants to assess the solutions and services that are
available to help them achieve their business objectives.
WELCOME ATTENDEE QUALIFICATION
TOP REASONS TO ATTEND
“This is truly for senior level executives to get
together and exchange ideas. It makes for a much
richer network and offers real value for my time.”
SVP National Client Services, Wells Fargo, Contact Center Executive
Exchange 2016

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MARCH 19-21, 2017
MEET YOUR SPEAKERS
John McCahan,
Executive Director,
Customer Care
Avon
Stacy Smith,
SVP,
Contact Center
Hancock Bank
Marc Bernica,
Senior Vice President, Care
Advantage & Support Services,
Bright Horizons
Anthony Bagio,
Director, Contact Center
Operations,
United Airlines
Lorianne Feltz,
Senior Vice President,
Customer Service,
Erie Insurance Group
Noel Holmes,
Vice President, Customer
Experience,
Travelport
Adrian Guenther,
Vice President,
Contact Center,
Lincoln Financial Group
Anna Elwood,
Vice President,
Operations,
ZocDoc
Richard Gianvecchio,
Vice President, Norton
Support & Services,
Symantec
Timothy Perek,
Vice President, Customer
Experience,
Schneider Electric
Shawn Castle,
Director of
Customer Support,
Valvoline
Cathy Marino,
Director,
Customer Care,
Celgene
Jay Autrey,
Vice President of
Customer Care,
Monitronics International
Angela Blevins,
Vice President
Customer Care,
Bluegreen Vacations
Matt Dixon,
Author,
The Effortless
Experience
Patricia Winand,
Vice President,
Global Customer Care,
PerkinElmer
Thomas Frossell,
Global Head of
Customer Service,
Thomson Reuters

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MARCH 19-21, 2017
Favorite
Pearl
of CX Wisdom
Your employees
will never treat your
customers better than
you treat your
employees
Most Improved
Outcome
We have achieved double
digit improvements in
customer satisfaction
I find the most
valuable customer data is
harvested from face to face
conversations. Their words may
not always surprise you, but the
emotional intensity in their
voices certainly will.
Proudest Career
Achievement
Being part of an intensive Lean
Six Sigma fueled journey towards
Operational Excellence. Our efforts
have resulted in all-time highs
in Customer Satisfaction and
employee engagement results
which show an eight year trend
of ‘more green, less red”
Biggest Focus for
2017
Our focus for 2017 is people
development and providing a low
effort customer experience. We
have adapted a low effort strategy
and one of the ways to improve the
ease of doing business with our call
center is through cross-functional
training. We have a plan that we
will implement in 2017.
Marc Bernica,
Senior Vice President,
Care Advantage & Support
Services,
Bright Horizons
FUN FACTS ABOUT YOUR SPEAKER FACULTY
Adrian Guenther,
Vice President,
Contact Center,
Lincoln Financial Group
Shawn Castle,
Director of
Customer Support,
Valvoline
Cathy Marino,
Director, Customer Care,
Celgene
Proud
Accomplishment
We have created a VOC
process that enables our
partners to better their
business and their
customer experience
Thomas Frossell,
Global Head of
Customer Service,
Thomson Reuters
Timothy Perek,
Vice President, Customer Experience,
Schneider Electric

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AGENDA
Day One, Sunday, March 19, 2017
10:30 REGISTRATION & WELCOME BRUNCH
11:30 DELEGATE & SOLUTION PROVIDER ORIENTATION
11:40 SPEED NETWORKING
12:10 THOMSON REUTERS SERVICE TRANSFORMATION
Thomson Reuters Financial & Risk operates in a global, fast-paced and highly complex business environment. Given the changing economic and
regulatory climate, their customers are constantly adapting how they work, and as such, Service needs to change and transform to continuously
provide the end to end service experience their customers need to be successful. Their journey to transform Service is guided by customer insight
and grounded in performance data and direct feedback. Don’t miss this opportunity to learn how the Thomson Reuters service transformation is
guided by their customers and how people, collaboration and technology are the core levers required to move their center forward.
• Hear what it took to achieve double digit improvements in customer satisfaction and significant improvement in accessibility to support
• Improve employee engagement and customer perception of agent knowledge
• Hear about the use of a state of the art CRM platform and solid technology foundation which is being used to build innovation, customer centric
service solutions for the future
Thomas Frossell, Global Head of Customer Service, Thomson Reuters
12:50 BUILDING THE PLANE AS WE FLY IT: CUSTOMER CARE FROM THE GROUND UP
Designing and building an effective customer care strategy is essential to the growth of your business. After all, the service you provide to your
customers is your last competitive differentiator! The strategy you build, defines the standards of care and service that you offer customers and sets
the requirements for meeting those standards. Today, with rapidly changing technology, increasing customer demands, a desire for customers to
“own” their own experience, and the introduction of new service channels, your strategy must also be built with agility if you are to cope with the
roller coaster ahead of you!
Meet ZocDoc, a company that is changing the way patients experience healthcare, and it all starts with exceptional customer service. Don’t miss this
opportunity to hear how ZocDoc continues to exceed customer expectations, despite a rapidly growing business in a an industry that is so complex.
• Develop a vision for the standard of care your company will deliver
• Establish how customers perceive the standards of care your company currently offers
• Identify the business processes that impact on customer satisfaction and set out a framework for improving
performance in critical areas of customer care
• Expand your customer experience training and boost agent’s moral
Anna Elwood, Vice President, Operations, ZocDoc
1:30 PRACTITIONER-LED ROUNDTABLE DISCUSSIONS: CHOOSE YOUR TOPIC
A: DESIGNING A CAREER PATH FOR CUSTOMER SERVICE
Often Customer Service Representatives view their role as having limited growth potential. Unless a higher level position opens
up, there is little to no opportunity to learn something new. During this roundtable session learn how Celgene Customer Care
developed a cross-functional career path for their Customer Care Representatives that also supports the business needs of the
department. Cathy Marino, Director, Customer Care will share the steps taken to evaluate the business needs of the department,
assess the skills of the frontline staff, and align the two for a win-win solution.
Led By: Cathy Marino, Director, Customer Care, Celgene
B: JOURNEY MAPPING: BEYOND THE CONCEPT – ARE THERE THEMES WE CAN TAKE AWAY? % OF WASTE,
BUY-IN TO THE PROCESS?
Led By: Jay Autry, Vice President of Customer Care, Monitronics International
C: USING DATA ANALYTICS TO CONVERT CONTACT CENTERS INTO INSIGHT CENTER
Learn how data analytics can support sweeping changes in customer contact through its ability to rapidly extract valuable
customer data that can be used to improve interactions. This roundtable will share examples on how speech analytics is taking
one organization to the next level of excellence.Don’t miss this opportunity to optimize your workforce performance management
and customer experience using analytics
Led By: Lorianne Feltz, Senior Vice President, Customer Service, Erie Insurance Group

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2:15 BUSINESS MEETINGS
2:45 BUSINESS MEETINGS
3:15 NETWORKING BREAK
3:45 MASTER CLASS BRAINWEAVE
DON’T GET DUMPED: THE VALUE OF CUSTOMER RETENTION IN YOUR
CONTACT CENTER
Customer satisfaction is critical to high retention rates and cross-
sell success. It all starts with catering to changing customer service
expectations which include personalized interactions and rapid solutions.
During this master class session attendees will learn how to:
• Reduce customer churn, increase renewal rates and triple retention
• Develop a sustainable retention capability that has a direct bottom-
line impact on company performance
• Discuss the formation of specific retention teams dedicated to
increasing value
MEASURING EVERYTHING IN MOTION: HOW TO CONTINUOUSLY TRACK
THE CUSTOMER EXPERIENCE IN A MULTI-CHANNEL ENVIRONMENT
What are some good metrics that you can use today to measure the
contact center customer experience? Join this exciting and entirely
interactive conversation to learn what you should be using as a score,
now that NPS and EPS are becoming passé. An index, a combination of
weighted values? How do you determine the right score and what exactly
do you do with it?
• Hear what survey methodologies and metrics are being used to
measure CSAT, CES and NPS
• Ensure business controls and the right intentions are in place to
measure effectively
• Combine quantitative measurement with qualitative research and
analysis to determine which customer touchpoints carry the most
emotional significance –and which are the most likely to build
customer engagement
4:30 MASTER CLASS BRAINWEAVE
OPTIMIZING MOBILE SELF-SERVICE
Mobile is changing the face of customer service. Your users want the
fastest path to answer, and will use multiple channels to get there,
increasingly reaching for their smartphones to do so. During this session
attendees will learn how to:
• Define, implement and optimize the best solution for mobile
customer experience
• Make self-service capabilities even more accessible
• Integrate a mobile solution into an existing customer service
infrastructure to ensure seamless channel management
CX LEADER AS CHANGE AGENT: INFLUENCE IN THE ABSENCE OF
AUTHORITY
As a CX leader, you are constantly searching for ways to make your focus
on customer experience meaningful while driving adoption across the
entire organization. During this interactive session, attendees will discuss
leading practices on how to become the successful change-agent your
organization needs. Whether your team is in the repair, elevate, optimize
or differentiate stage within your maturity framework, chances are you
likely have to affect change at any of these levels.
• Discuss the mindset and the methodologies required to design
great experiences
• Learn how to change the culture by bringing awareness to today’s
standards and benchmarks
• Affect change by declaring the transactional, detailing the process
and demonstrating the culture
5:15 BUSINESS MEETINGS
5:45 BUSINESS MEETINGS
6:15 PANEL: THE CONTACT CENTER OF THE FUTURE: RE-VISIONING WORLD CLASS CUSTOMER SERVICE WITH DISRUPTIVE TECHNOLOGY
The word “disruption” has become quite popular in the Customer Care Industry…and for good reason. The internet has transformed the way our
entire industry operates. Technology is no longer a barrier to innovation. Millennials demand value. Low-value service will be automated and
replaced by self-service capabilities. By 2020, omnichannel and multichannel won’t even matter. So what’s next? During this panel discussion,
attendees will discuss and debate the future of service, enabled by next generation technology.
• How does today’s connected customer want to be served?
• What does it mean to remove barriers to value for digital service and support?
• What are some best practices for digital engagement?
• What is the future of voice in a digital world? Will the millennial generation flip 100% to texting and online?
• How is technology enabling disruption and do we see it as a threat, opportunity, both?
Now that multichannel is in full-swing and has become mainstream, what are the next steps for your contact center technology roadmap? How
fast until Artificial Intelligence (AI) is a reality?
• How will your hiring practices shift as a result of advanced channel offerings?
• Define artificial intelligence and highlight how it can be applied in a contact center setting – will AI change the need for physical contact centers
all together?
• How are you re-humanizing customer care in a connected world?
• What are some best practices for obtaining greater ROI from existing tools?
Thomas Frossell, Global Head of Customer Service, Thomson Reuters
7:10 DINNER

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Day Two, Monday, March 20, 2017
7:30 BREAKFAST
8:15 CHAIRPERSON’S RECAP
8:20 FROM REACTIVE TO PROACTIVE & PREDICTIVE CARE: THE AVON STORY
John McCahan, Executive Director, Customer Care, Avon
9:00 CUSTOMER-CENTERED DESIGN: THE BEST EXERCISES AND PROCESSES TO TURN INSIGHTS INTO MEASURABLE ACTION
Help your teams become “innovation Realists” in this tour of effective methods and specific exercises to drive a customer-centered contact center.
Learn how to operationalize contact center experiences through a customer focused enterprise
• Use design thinking and lean processes to guide your efforts and maintain a focus on your customers and their needs
• Receive best practice tools and processes for getting to solutions that you can begin using immediately
• Engage your teams’ minds and energy while driving towards real solutions that delight your customers
• Take strategic action on VOC feedback and input to drive measurable action
Noel Holmes, Vice President, Customer Experience, Travelport
9:40 TRACK A: ADDING VALUE TRACK B: CUSTOMER-CENTRIC INNOVATION
SPEECH ANALYTICS TURNING CONVERSATIONS INTO RESULTS
Speech analytics converts your spoken conversations into big data
text, giving you searchable insights into what’s going on in your contact
center. These tools have the power to deliver the voice of your customer
(VOC) in ways never before possible. Learn how a service industry peer
is using speech analytics to identify un-met customer needs, transform
the service culture, deliver operational efficiencies and contribute to the
bottom line.
• Learn proven use cases to maximize your VOC
• Leverage contact center intelligence for back office improvements
• Improve QA with targeted insights tailored to individual agents
• Realize the power of demographics for enriching strategic partner
relationships
Adrian Guenther, Vice President, Contact Center,
Lincoln Financial Group
BUILDING AND MAINTAINING A CUSTOMER-CENTRIC CULTURE
Your culture directly influences your customers’ experiences. The
key to sustaining customer service excellence is building a culture
that emphasizes the importance of the customer and supports the
employees that care for them. Engaged employees that understand
your value proposition will find ways to meet and then exceed customer
expectations.
• Hear how Bright Horizons culture contributes to continuous
cost and quality improvement while consistently delivering Net
Promoter Scores in the mid-70s
• Hire and engage people who are passionate about your customers
• Connect the contact center with the rest of the business
• Align processes and incentives to help employees
work smarter and deliver desired outcomes
Marc Bernica, Senior Vice President, Care Advantage
& Product Support Services, Bright Horizons
10:20 BUSINESS MEETINGS
10:50 BUSINESS MEETINGS
11:20 BREAK
11:40 MASTER CLASS BRAINWEAVE
HOW TO OPTIMIZE SOCIAL MEDIA CUSTOMER CARE
Social media and other online channels have become a significant source
of customer service, especially for millennials. However, simply being
present on various social media platforms is no longer enough. During
this interactive session, attendees will learn how to optimize social
media to build real and strong bonds with customers. During this session
attendees will learn how to:
• Optimize social media to build real and strong brands with
customers
• Uncover the keys to brand advocacy
• Select the best suitable social platform
• Act fast and with confidence
TOP-SHELF SERVICE: DEVELOPING YOUR CUSTOMER ADVOCATES
The relationship between businesses and their customers has
fundamentally changed. Successful contact centers are realizing the
need to shift their customer support operations to a “concierge” model
of service and employ top advocates to deliver on heightened customer
expectations. At the same time, these knowledgeable advocates are
more engaged themselves and given greater opportunities to thrive.
• Highlight the key characteristics of customer advocates
• Learn how to develop and reward your top advocates
• Discuss the benefits of having this level of service in the first place

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12:25 MASTER CLASS BRAINWEAVE
HOW PREDICTIVE ANALYTICS WILL SHAPE THE NEXT GENERATION
CONTACT CENTERS
Traditionally used as a marketing tool, this session will present a
roadmap for applying predictive analytics in the contact center to
improve efficiency and effectiveness.
• Improve your data mining and predictive modeling capabilities
• Ensure proper transition to next generation contact management
without sacrificing SLAs
• Discover the impact of predictive analytics on CSR profiles to
facilitate skill based routing
• Ensure retention of knowledge while keeping abreast of next
generation skillsets
IMPROVING THE BRAND BY DRIVING CONSISTENT CUSTOMER CARE
Curious to learn brand-building strategies that you can implement within
your contact center? During this PowerPoint-Free talk, attendees will
learn how the contact center can be a powerful source for supporting the
customer experience that builds brand loyalty and engagement.
• How do you create the experience as opposed to letting it create
itself?
• How do you train agents on conveying the brand’s primary
messages or principles?
• How do you ensure the brand isn’t diluted by unintentional
messages?
1:10 LUNCH
2:10 VENDOR-LED INNOVATION ROUNDTABLE DISCUSSIONS: CHOOSE YOUR TOPIC
A: DELIVERING RAPID ROI THROUGH IMPROVED WORKFORCE MANAGEMENT
One of the greatest challenges of managing contact centers is still staffing. Not having an effective workforce management solution is costing you
way more than the implementation costs you may be fearing. During this roundtable discussion, attendees will learn how to streamline tasks and
boost performance, increase service levels and improve productivity and optimize your workforce and reduce costs.
B: CAPTURING CUSTOMER SENTIMENT THROUGH SPEECH & TEXT ANALYTICS
Speech and text analytics is gaining in popularity for its ability to help contact centers provide outstanding customer experiences, increase revenue
and reduce customer attrition. No longer “nice to have” technologies, but rather a competitive differentiator. During this roundtable session
attendees will learn how to transform agent interactions from transactional to meaningful relationships, overcome the empathy hurdle, automate
processes to improve efficiency and Improve quality assurance. Examples will be provided on how to use speech and text analytics to not just
complement survey programs, but replace them altogether.
C: PROACTIVE SERVICE: PREDICTING CUSTOMER BEHAVIOR & PREVENTING ESCALATION
During this roundtable discussion, attendees will learn pre-emptive strategies and capabilities to reduce call volumes and prepare for and prevent
periods of escalation. Examples will be provided on the use of data-forecasting and predictive analytics to super charge these efforts and witness
early outcomes of reduced call volume and customer retention.
D: BLENDING SALES WITH SERVICE: BEST PRACTICES FOR CROSS-SELLING & UPSELLING
Not only does cross-selling and upselling provide opportunities to increase sales and revenues, but it has the ability to demonstrate greater value to
the customer and allow them to see the bigger picture. This translates into lifetime loyalty. During this roundtable discussions attendees will take
away leading tips to integrate upselling in inbound support and position the contact center as a source of powerful business intelligence
E: AN EFFORTLESS & FRICTIONLESS APPROACH TO OMNI-CHANNEL ADOPTION & ENGAGEMENT
Your customers are using so many different points of entry, multiple devices, email addresses and methods of communication, that attaining a 360⁰
view of the customer becomes increasingly difficult. During this roundtable attendees will learn how to design, deploy and manage digital customer
care with a fast route to ROI, increased CSAT and a human touch.
F: BEST PRACTICES FOR IMPLEMENTING & OPTIMIZING TODAY’S ENHANCED IVR CAPABILITIES
Today’s IVR systems look very different than even 2 years ago. Like any other customer care technology, it must provide a natural and effortless self-
service experience to meet the constantly evolving customer expectations. In this roundtable, attendees will receive best practices for implementing
and effective IVR and increasing utilization.
3:00 BUSINESS MEETINGS
3:30 BUSINESS MEETINGS

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4:00 NETWORKING BREAK
4:20 TRACK A: ADDING VALUE TRACK B: CUSTOMER-CENTRIC INNOVATION
ADDING VALUE & MANAGING CHANGE IN TODAY’S CONTACT CENTER
During this panel discussion attendees will discuss the key value-adding
elements needed to transform the contact center into a true relationship
hub. From recognizing that customer relationship involves more than
just the contact center, to rethinking and adding service channels,
to moving beyond standard metrics, to adopting and optimizing
technology, to leveraging each and every interaction, this discussion
provides leading practices on how to satisfy today (and tomorrow’s)
customers better. Receive best practices that will set you up for early
improvements in customer satisfaction, loyalty, brand reputation, and
ultimately, bottom-line sales.
• How do contact centers break the view of being seen as
downstream recipients of business services to an integral frontline
business driving customer lifetime value?
• How do you secure and retain ongoing commitment for contact
center investment?
Shawn Castle, Director of Customer Support, Valvoline
Stacy Smith, SVP, Contact Center, Hancock Bank
CUSTOMER CARE: THE NEW AGENDA - DESIGNING A TRANSFORMED
CUSTOMER EXPERIENCE
Businesses struggle to keep up with customers’ constantly changing
demands. Join Tim Perek in a high-energy, idea sharing session
discussing highly-effective customer-centric approaches to innovation.
You won’t want to miss this opportunity to learn how Schneider Electric
integrated the needs of the users, the requirements for business, and
creative possibilities for a new customer care experience. You’ll find
great value in a process that can, not only meet changing customer
expectations faster, but also predict them.
Let’s take 40 minutes to share perspectives on a powerful tool that when
used effectively, can be the foundation for driving a brand and business
forward.
Timothy Perek, Vice President, Customer Experience,
Schneider Electric
5:00 PANEL: AGENT OPTIMIZATION: CREATING AN ENGAGED WORKFORCE & INCREASING RETENTION
With customer expectations high and failure points increased, it’s critical for contact centers to implement leading strategy and processes that
protect the CX and increase agent engagement to deliver in any channel the customer chooses. Couple this with the rapidly changing nature of
engagement due to the emergence of millennials as the largest group in the workforce, this topic has become a key theme of this executive forum.
You won’t want to miss this opportunity to hear how IHG approaches this topic on a global basis and has enjoyed a 50% reduction in attrition. Attend
this session and learn how to:
• Create a culture of trust and accountability which leads to refreshed and invigorated agents
• Provide the tools to empower your employees to exceed customer expectations each and every time
• Highlight best practices in performance management skill areas such as expectation setting, coaching, employee motivation
and accountability
• Focus on the end goal of customer retention by turning negative experiences into solutions that will delight your customer
Anthony Bagio, Director, Contact Center Operations, United Airlines
5:40 EVENING KEYNOTE: THE EFFORTLESS EXPERIENCE: CONQUERING THE NEW BATTLEGROUND FOR CUSTOMER LOYALTY
Most customers don’t want to be “wowed;” they want an effortless experience. In this inspiring keynote, discover how loyalty is
actually driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its
service experience might be.
Matt Dixon, Author, The Effortless Experience
6:20 BUSINESS MEETINGS
6:50 COCKTAIL RECEPTION & BOOK SIGNING WITH MATT DIXON

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7:45 BREAKFAST
8:30 CHAIRPERSON’S RECAP
8:35 SECOND CALL ELIMINATION: MAXIMIZING CUSTOMER ENGAGEMENT OPPORTUNITIES TO DELIVER EXCEPTIONAL SERVICE
Every experience a customer goes through, that fails to meet with their expectations, often results in the need for assistance, and that assistance is
provided through customer service organizations. As critical listening posts for the business, the contact center represents an opportunity to correct
perceived wrongs, but is often viewed as a cost center, rather than what it really is, an opportunity to engage with customers.
Extending engagements by foreseeing future issues, and resolving them, is an opportunity to reinforce the value that they have purchased. Learn
how a service industry peer is driving to create a true engagement center, optimized to eliminate calls, rather than just process them, and observe
how to:
• Migrate customer service from a safety net to a trusted advisor
• Provide excellent service through the principle of follow-though
• Keep your pulse on your customers through all stages of their lifecycle
• Reduce contacts by eliminating the next logical reason customer service may be needed
Richard Gianvecchio, Vice President, Norton Support & Services, Symantec
9:15 BUSINESS MEETINGS
9:45 MASTER CLASS BRAINWEAVE
THE RISE OF VIRTUAL AND AT-HOME AGENTS AS A SOLUTION
There is a strong movement to virtual and work from home based
customer service. Thanks to new technologies such as multi-support
capabilities, WFH programs are carefully being considered to not only
reduce operating costs, but improve service quality, enhanced customer
satisfaction, agent retention and job satisfaction.
During this interactive discussion, attendees will discuss best practices
on how to embrace this trend and ensure successful adoption.
• Discuss what, if any, contributions are employers making towards
internet access
• Highlight the drivers behind implementation (disaster recovery,
broader country reach)
• Learn the traps to avoid when implementing a WFH program
GAMIFICATION: THE HOLY GRAIL OF EMPLOYEE ENGAGEMENT?
Don’t miss this opportunity to learn how to motivate the behaviors
that create great customer experiences. Attendees of this Brainweave
will discuss the use of gamification to maintain efficiency, encourage
a healthy surge of competition and make the workplace a fun and
engaging place to be. Whether it’s closing a case or meeting a specific
target, learn how this simple yet powerful tool will drive performance and
maintain consistency among teams.
10:30 BUSINESS MEETINGS
11:00 BUSINESS MEETINGS/ BREAK
11:30 MOVING BEYOND THE TRANSACTIONAL RELATIONSHIP TO SERVICE CONSULTANTS
We all want to become more consultative to our customers, tailor our information and delivery, and make a bigger impact. To do so, requires a
shift in the way we interact with our customers on a daily basis. By empowering our agents to go beyond case data, leverage what they know, and
encourage them to learn new things, we will enable a new service culture and move our conversations from transactional to value-add.
During this session, attendees will learn about the role of the service consultant, the essential training needed to ramp up quickly,
how to uncover, build and tell the customer’s story, best practices for quality control and the outcomes to date from one specific
companies’ case study.
Angela Blevins, Vice President, Customer Care, Bluegreen Vacations
12:10 FROM MOM AND POP TO GLOBAL GROWTH: HOW TO SCALE YOUR CUSTOMER SERVICE ORGANIZATION AS YOUR BUSINESS
EXPANDS AND CHANGES
Working across global boundaries and cultures and breaking down operational silos is one of the greatest challenges companies must overcome to
deliver great customer experience. During this case study on scaling the contact center for global growth, attendees will learn how to:
• Connect culture and communication across global operations
• Develop a customized strategy for specific geographies and culture
• Standardize where you can, personalize where you should
• Receive strategies for operational excellence when managing rapid growth of customer support
Patricia Winand, Vice President, Global Customer Care, PerkinElmer
12:50 CHAIRPERSON’S CLOSING REMARKS & END OF CONTACT CENTER EXCHANGE
DAY THREE, TUESDAY, MARCH 21, 2017