and dynamic customer-centric strategies i …...big data: big insight or big deal? ensuring new...

Customer Contact 2015, East:11th Annual

A FROST & SULL IVAN EXECUTIVE MINDXCHANGE

April 12 - 15, 2015 Sawgrass Marriott Golf Resort & SpaPonte Vedra Beach, FL

www.frost.com/ccs#CCFrost

Part of our 2015 International Customer Contact Executive MindXchange Series

Dynamic Customer-CentricStrategies

“The networking, technological updates

and take-aways make this a weekthat 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 | “Personally

I experienced growth as a leader fromunderstanding other methods and

manners that lead to the same end result

and that makes me a better and more

effective leader but also a better

coach with more plays in my playbook.” –

Director, T-MOBILE USA, INC. |

“I feel like F&S is the best value formy 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 be come regular

colleagues for life. The keynotes

were outstanding.” – Director,

KENNAMETAL, INC. | “The Frost and

Sullivan Executive MindXchange brought

a great deal of value. In addition to being

able to easily network with peerswithin the Call Center industry; it also

allowed for very open dialogues in many

situations, allowing the opportunity for

one to one discussions and Q&As about

such things as best practices, software

solutions and even the ability to share

some ‘war stories.’ All in all a

well-coordinated event that allowed me

to connect on multiple levels.” – Manager,

the BANCORP, INC. | “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

growth

effective

best value

leader

outstanding.”

network

executives

solutions

STRATEGIC PARTNER

2%Other

19%Management

79%Executive

(C-Level, Vice President, Director)

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/ccs

WHO WILL PARTICIPATE

TOP SIX REASONS WHY YOU SHOULD ATTEND

11th ANNUAL

CUSTOMER CONTACT 2015, EASTADVISORY BOARD

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

Freddie BerberenaHead, Business OperationsBloom Health

Kevin BiernatDirector, Customer DevelopmentComcast

Julie KousenChief Quality OfficerPershing, LLC, a Division of BNY MELLON

Stephen LoyndGlobal Program Director, Customer ContactFrost & Sullivan

Sherri MikellVice President, Member Services and Exchange OperationsFlorida Blue

Becky PloegerVice President, Multi-Channel Sales & ServiceKohl's

Billie Jo TimmVice President, Customer Service MasterBrand Cabinets, Inc.

Diane YarosisNational Director, Client ServicesQuest Diagnostics

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 for the strategy you need to put in place to effectively meet and exceed your customers’ needs.

2. Galvanize Your Company: Ensure you have the people, process and technology in place to keep pace with, and stay ahead of, the acceleration of customer expectations.

3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations!The open, candid discussions with customer care and customer experience thought leaders are exercises in creative thinking and great platforms for generating great ideas.

4. See for Yourself: Join us for a customer contact center tour and examine customer excellence with a new perspective.

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, “Surfs Up”Welcome Kickoff, and Curious Cocktails Networking Reception, not to mention our Beach Party Featuring the 11th Annual Customer ContactBEACH OLYMPICS.

6. Take Control of Your Outsourcing Strategy: Stop by the Sourcing Clinic where top-level outsourcing analysts, subject-matter experts and savvy providers will work to tackle challenges ranging from evaluating existing outsourcing 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 /ccs1–17–111–21–113

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

9:00am Vino Voyage 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 out of the gate – those peers who share challenges similar to your own. It's agreat way to find participants who have thought leadership you can benefit from and to facilitate later dialogues throughout the event.

7:30pm “Surf's Up!” Kickoff Reception Featuring A Make-Your-Own Pasta Bar

7:45am Registration, Continental Breakfast, and Exhibition8:30am Welcome and KEYNOTE - Reach for the Summit: Achieving Your Personal, Team,

and Leadership Goals9:30am Navigating Customer Contact 2015, East9:40am SUCCESS STORY - Innovating Customer Care: Unmet, Unstated and New

Service Needs10:10am Networking, Refreshment, and Exhibition Break

11:35am Session to Session Travel Time11:40am 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 - Great Examples of Customer Care, Across Industries

1:00pm 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.

2:00pm Session to Session Travel Time

2:05pm CONCURRENT COLLABORATION ZONES - ThinkTanksThinkTank sessions employ interactive team exercises in a “roll up your sleeves”learning environment.Choose one of the following zones:

3:35pm Networking, Refreshment, and Exhibition Break

4:05pm SUCCESS STORY - Using DocOps to Tap into Customer Insights Across the Enterprise

4:45pm Member Showcase5:00pm Session to Session Travel Time5:05pm 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 DiscussionDigital-Enabled Customer Care: Realizing and Operationalizing InnovationOpportunities - FOLLOWED BY - YOU SPEAK! - Have a great idea, best practice, lesson learned, or success story of your own? All participants are welcome to submit a proposal for a 5 - 10 minutepresentation, and join in the voting process as we choose and hear from “the best of the best”!

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 - Customer Care Strategy

in the Digital Consumer Economy 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory

Board and Member Recognition9:50am Ask the Experts! Panel Discussion

Is Anyone Listening? Proven Ways to Get the Enterprise to Embrace the VoC and MakeStrategic and/or Systemic Change

10:30am Member Showcase10:45am Networking, Refreshment, and Exhibition Break

11:15am CONCURRENT COLLABORATION ZONES - Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns.Choose one of the following zones:

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

12:00pm 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.


1:05pm CONCURRENT COLLABORATION ZONES - RoundtablesRoundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.Choose one of the following zones:


3:05pm CONCURRENT CASE HISTORIES -Choose one of the following concurrent sessions:

Ramping Up - Meet Your Peaks Efficiently and Effectively ( OR )New Perspectives - Developing the 21st Century Talent Pool

SATURDAY, APRIL 11, 2015

ARRIVAL DAY

SUNDAY, APRIL 12, 2015

NETWORKING DAY

MONDAY, APRIL 13, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. The Convergence Factor: Aligning Care, Marketing and Sales to Improve the Customer Conversation & Experience

Zone 2. Eureka! There's An Information Goldmine in Your Contact Center! Zone 3. The Realities of Social Customer Care Zone 4. Predictive Metrics: Coaching for OutcomesZone 5. Leveraging the Cloud to Drive Revenue and Exceed Sales Goals Zone 6. Advancing Your Brand with a Great Customer Journey

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

10:40am 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, APRIL 14, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Driving New Revenue in New Markets through the Contact CenterZone 2. Big Data: Big Insight or Big Deal? Ensuring New Customer Contact and Back

Office Insights Create Enterprise Value, not Noise Zone 3. Real Time Personal Engagement with Click to Chat Zone 4. Getting Real Value from Customer Experience Management: Making it Part of the

Boardroom Conversation Zone 5. Building an ROI Model for Customer Experience Investments Zone 6. Customer Experience Journey Mapping: Designing Services from your Customers Perspective

Zone 1. Customer Care and the Enterprise | Zone 2. Big Data and Enterprise Customer Strategy | Zone 3. Customer and Employee Engagement

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: Forum for Seasoned Customer Contact Executives with a Core Focus on Strategy

Zone 2. B2B2C: When Everyone Owns Your Customer RelationshipZone 3. From Customer Agent, to Customer AdvocateZone 4. Continuous Process Improvement in Customer Services

Zone 1. Applying Customer Service Techniques to the ‘Internet of Things’Zone 2. How to Know What You Don't Know: New Horizons for ‘Small Data’Zone 3. Increasing Employee Engagement: A Purpose-Driven Loyalty Strategy Zone 4. Smarter Engagement: Data-Driven Insights for More Personal, Productive, and

Predictable Customer Engagement Zone 5. CFO Perspective: Mastering the Economics of the Customer Contact Center

Zone 4. Driving Effective and Efficient Outcomes | Zone 5. Customer Contact Financials | Zone 6. Brand Experience Excellence | The Sourcing Clinic


Schedule-at-a-g lance


Zone 1. Co-opting Your Customers: Creating Real Time Communities to Accelerate Care Zone 2. Metrics Made Personal: Dramatically Improving Your Numbers by Better

Understanding Your Customers Zone 3. Best Practices for Building a Seamless Multi-Channel Customer Experience Zone 4. Effortless Engagement: Leveraging Automation for an Efficient

Customer Interaction

WEDNESDAY, APRIL 15, 2015

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“CASUAL WEDNESDAY!”


3:55pm 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:

5:00pm Concurrent Collaboration Zones Conclude

5:30pm Beach Party Featuring the 11th Annual Customer Contact BEACH OLYMPICS

6:30am Early Risers Run/Walk

8:15am Continental Breakfast and Exhibition

8:45am Kickoff and KEYNOTE -Articulating the Customer Experience Mission...Up, Down and Across the Enterprise

9:45am EXECUTIVE INSIGHT - Through Empowerment and Trust, MemorableCustomer Experiences are Made on Purpose

10:15am Making a Global Impact10:20am Networking, Refreshment, and Exhibition Break

10:50am INSIGHT CENTERS -Weave your way through a series of brisk thoughtleadership sessions designed to keep you on your toes

Pull into any three of the following four revolving pit stops:

Pit Stop 1. Tiered Service: Are You Delivering Value to Your Organization, and Your Customers?Pit Stop 2. How to Facilitate Great Coaching and MentoringPit Stop 3. Cohesive Customer Care Models for Industry Consolidation, Mergers & AcquisitionsPit Stop 4. Going Beyond Customer Surveys to Capture the Voice of Your Customer

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

11:50am Session to Session Travel Time

11:55am INTERACTIVE - Inspiration to Implementation: Developing Your Day to DayBusiness Action Plan

12:40pm Content for the 11th Annual Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange Concludes

12:45pm CUSTOMER CONTACT SITE TOUR - Florida Blue - Shuttle Check InLunch will be provided.

3:30pm Customer Site Tour Concludes (Shuttle will stop at Jacksonville International Airport and return to Sawgrass Marriott Golf Resort & Spa))

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. Customer Care and the Enterprise | Zone 2. Big Data and Enterprise Customer Strategy | Zone 3. Customer and Employee Engagement

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. Driving Effective and Efficient Outcomes | Zone 5. Customer Contact Financials | Zone 6. Brand Experience Excellence | 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, East

The Who, What, When, Where and How

Clinic Operating Hours and Specialties:Tuesday, April 14, 2014 -11:15am – 12:00pm The Sourcing ClinicWHAT, WHEN AND WHERE: Mapping YourOutsourcing Strategy and Shores

Wednesday, April 15, 2014 - 10:50am – 11:50am The Sourcing Clinic HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Deepening the Partnership

#CCFrost

Join the Conversation...

Join the Discussion: www.frost.com/linkedincc


K E Y N O T E S

11th Annual Customer Contact 2015, East:A FROST & SULL IVAN EXECUTIVE MINDXCHANGE

Patrick Nugent has proudly played a role with the Frost & Sullivan North American events team since 1999. In addition to assisting with Master of Ceremony duties for their Executive MindXchangecorporate events in America, Patrick serves as the Director of Sponsorship and Audio VisualDevelopment for the Illinois Institute for Continuing Legal Education in Chicago. He is also thePrincipal of Nugent Corporate Services (NCS) in Chicago which is an event specialty consultingcompany. NCS concentrates its expertise on specific needs of its corporate clients as they produceand host live education events.

Scott is a highly accomplished leadership and team development trainer, author and keynote speaker.He is the President of Summit Team Building and has created highly successful development programsfor many of the Fortune 500 companies. Scott has only one goal; to assist teams, leaders, andindividuals in reaching their peak performance.

As the Chief Customer Officer & Senior Vice President for Samsung SDS America, he is responsiblefor leading innovation efforts with clients for mobile transformation as well as heading the customerfacing organization. Before Bob came to SDSA he was a Partner at Ernst & Young where he foundedthe Customer Practice to help clients develop the leadership required to successfully navigate change,increase sales excellence, measure marketing efficiency, and improve the Customer experience. Bob founded the digital marketing and social analytics practices at E&Y.

Jon Wolske is the Culture Evangelist for Zappos Insights, a part of the Zappos Family of companiesheadquartered in Henderson, NV. Jon has over 5 years’ experience in the Zappos Family. As the LeadCulture Guide, Jon helped Zappos office tours grow to an average of over 1300 visitors each month.Jon speaks with a focus on culture and customer experiences and their importance in business today.

Scott KressPresidentSummit Team Building

Jon WolskeCulture EvangelistZappos

Bob TaylorChief Customer OfficerSamsung SDS America

Reach for the Summit: Achieving Your Personal, Team, and Leadership Goals

Customer Care Strategy in the Digital Consumer Economy

Articulating the Customer Experience Mission…Up, Down,and Across the Enterprise

Patrick NugentExecutive MindXchange ChairpersonFrost & Sullivan

Master of Ceremonies

5

“Hang Ten” with your fellow peers and colleaguesand enjoy a little C&C, conversation & cocktails!

“SURF’S UP!” KICKOFF RECEPTIONFeaturing A Make-Your-Own Pasta Bar7:30pm

Hosted by:


VINO VOYAGE9:00amJoin us as we navigate the Atlantic Ocean on the Schooner Freedom! Network with participants, listen to some tunes and sip on wine, while enjoying the historic charms of St. Augustine. Lunch and transportation are included.

Location: Meet in Champions Foyer

Sunday Networking Act iv i t ies



Hosted by:

6

Agenda

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

Join us as we navigate the Atlantic Ocean on the Schooner Freedom! Network with participants, listen to some tunes and sip on wine, while enjoying the historic charms of St. Augustine. Lunch and transportation are included.

3:30pm Sponsor Workshop 5:00pm Sponsor Registration & Orientation Reception6:00pm 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 “Surf ’s Up” Kickoff ReceptionFeaturing A Make-Your-Own Pasta Bar“Hang Ten” with your fellow peers and colleagues and enjoy a little C&C: conversation & cocktails!

7:45am Registration, Continental Breakfast, and Exhibition

8:30am Welcome and KEYNOTE – Reach for the Summit: Achieving Your Personal, Team, and Leadership Goals

Scott KressPresidentSummit Team Building

How high do you want to climb as an individual, a leader, a team or customer serviceorganization? Examine lessons, strategies, and tactics used to build high performance on MountEverest and translate these into tangible applications for the mountains you are climbing withinyour customer service organization.

Key Take-Aways:g Guide to inspiring your customer service team to take on their next climb g Tools and strategies to build high performance in individuals, team and serviceg Insights on how to overcome change and challenges

9:30am NAVIGATING CUSTOMER CONTACT 2015, EAST

9:40am SUCCESS STORY – Innovating Customer Care: Unmet, Unstated and New Service NeedsGeorge LarribasExecutive Vice PresidentWells Fargo

Customer care is a journey not a destination. In this session we will explore ways to harnessthe customer needs of your customers and give suggestions on how to create a customer careprogram that engages the customers and front line personnel to vocalize the changing needs.The voice of the customers and employees are key to keeping up with new servicing needs.

Key Take-Aways:

g Framework on how to create a voice of the customer program g Template on how to harness the ideas of the workforce and customers g Insight on how to maintain the connections with your customers

10:10am Networking, Refreshment, and Exhibition Break

CONCURRENT COLLABORATION ZONES – Fireside Chats 10:40am Fireside chats are informal conversations that draw upon the experience and

expertise of the featured executive.


Zone 1. The Convergence Factor: Aligning Care, Marketing and Sales to Improve the Customer Conversation & Experience

FIRESIDE CHAT WITH:Sara Del GrandeSenior Manager Technical ServicesCisco

MODERATOR:Jyllene MillerSenior Vice President, Client Engagement Strategy, Analyst Relations & MarketingConcentrix Corporation

A holistic view of the customer and their overall experience with your organization will neverhappen without addressing the convergence of front office functions in the Digital Age.Organizations can no longer ignore some of the inherent conflicts of customer-facingdepartments as they all strive for customer experience excellence – primarily independently ofone another. Learn how a comprehensive customer data strategy and incremental stepstowards common customer objectives can help organizations capitalize on this inevitableconvergence. Finally, hear how the still evolving social channel can help drive alignment and interlock.

Key Take-Aways:

g Benefits of rationalizing customer data across the enterprise for both the customer and your operational excellence

g Examples of how acquisition and retention strategies can be in harmony, not just co-exist g Action plan for starting the journey towards common customer experience objectives

through clearer defined roles, responsibilities and common metrics

SATURDAY, APRIL 11, 2015

ARRIVAL DAY


NETWORKING DAY

9:00am Vino Voyage Check In:Meet in Hotel Lobby

MONDAY, APRIL 13, 2015

GENERAL SESSION & EXHIBITION

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

Join the Discussion: www.frost.com/linkedincc SATURDAY, APRIL 11 – MONDAY, APRIL 13, 2015

Attire Recommendations Key:

Casual - Jeans, T-shirt,Comfortable Shoes

Beach Chic - Cargo or BermudaShorts, Sundress, Flip-Flops

Business Casual - Button-Down Shirt,Trousers, Dress

Athletic Gear - WorkoutClothing, Sneakers

Registration Items Hosted by:

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. Customer Care and the EnterpriseZone 2. Big Data and Enterprise Customer StrategyZone 3. Customer and Employee EngagementZone 4. Driving Effective and Efficient OutcomesZone 5. Customer Contact FinancialsZone 6. Brand Experience Excellence

The Sourcing Clinic

Hosted by:

Hosted by:

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs 7

AgendaJoin the Discussion: www.frost.com/linkedincc MONDAY, APRIL 13, 2015






NETWORKINGRECEPTION What was

your favorite childhood toy?

If you could be invisible for onehour, what’s the first thing you

would do?

ocktailssCur iou C

Monday6:15pm

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs 1–21–118

Zone 2. Eureka! There’s an Information Goldmine in Your Contact Center!

FIRESIDE CHAT WITH: Ricardo WeldDirector, Performance Support HSN

MODERATOR:Roger LeeSenior Director, Product MarketingHP WFO

The volume and value of information that passes through your contact center amounts to a wealthof customer insight. But this is a Big Data issue, and not all contact centers are able to extractmeaningful value from this information goldmine. In this Fireside Chat, hear from the director of ahigh-volume, consumer-facing contact center how streams of customer data are being managed inreal time to optimize decision-making and produce material advantage for the business.

Key Take-Aways:

g Insight on how Big Data can be managed in the contact center to influence decision-making in real time

g Guide to how the contact center can effectively cross operational boundaries to provide substantial bottom-line value to the business

g Strategy on framing the Big Data discussion in your company in order to benefit from shared resources and budgets

Zone 3. The Realities of Social Customer Care

FIRESIDE CHAT WITH: Kelly Coston Director, Customer Care Verio

MODERATOR:Mark BelcherVice President, OperationsSPi Global

Whether you choose to participate or not, your organization’s brand exists in Social Mediathrough comments, complaints and conversations. What was once relevant in promotingproduct offerings/services has quickly excelled to becoming the landscaper of building thebrand, maintaining ones reputation, and satisfying each consumer experience. Consumers haveembraced social media platforms as the communication medium of choice and it’s time forcompanies to engage in relevant and meaningful ways. What was once viewed as a “Social”channel has grown to a multi-billion dollar industry, continually expanding in depth, breadth, anddemand. Organizations are now supporting consumer inquiries, seasonal promotions,consumer-experiences, and myriad issues and complaints that require immediate resolution24x7. In this discussion, we will explore Corporate Strategy and Oversight, ROI, and IndustryBest Practices with Social Experiences.

Key Take-Aways:

g Guide to the “Rules of Engagement” for Social Media g Case history of one company’s social media journey – social pitfalls, organizational swim

lanes, and internal synergies for success g Insights on analyzing and making Social Media data actionable

Zone 4. Predictive Metrics: Coaching for Outcomes

FIRESIDE CHAT WITH: Sean Purdy Business Process AnalystCheck Into Cash

MODERATOR:Jennifer WaiteManager, Product MarketinginContact

Contact centers have seen many aspects of their world change over the past few decades, fromthe technology available to the work involved in training and maintaining their workforce. Theteam responsible for the agents is now seen more as relationship managers than just frontlinesupervisors. It is the job of these relationship managers to change the culture of the contactcenter, and they do that through coaching and mentoring their staff.

Key Take-Aways:

g Identify metrics to include in your quality monitoring formg Guide to coaching methods that will help you achieve your desired outcome g Tips for identifying how to use technology to support reaching defined goals

Zone 5. Leveraging the Cloud to Drive Revenue and Exceed Sales Goals

FIRESIDE CHAT WITH: Nick ReckerPresidentPath Forward

MODERATOR:Mike RyanChief Executive OfficerSpiceCSM

Timely information is an imperative in driving sales velocity. You either have it or you don't. Inthe new information age, if you aren't leveraging the right resources at the right time to reachyour customers and prospects, you are losing opportunities and ultimately revenue and marketshare. 70% of buying decisions are made before anyone engages with your team directly. Howdo you capitalize on this opportunity? In this cloud-enabled omni-channel world, you have theability to understand their needs throughout the buying process and align the right resources togenerate sales and customer loyalty.

Key Take-Aways:

g Five key questions to drive interest in a cloud-enabled sales strategy - a litmus test to drive conversations

g Four key steps that can help transform from a reactive to pro-active customer engagement strategy

g Insight on ways to integrate and rationalize applications without breaking your existing processes and creating turmoil

g Examples of business justification tools that can demonstrate how new approaches and their potential outcomes can deliver benefits above and beyond your current infrastructure

Zone 6. Advancing Your Brand with a Great Customer JourneyFIRESIDE CHAT WITH: Michael HaddowDirector, Operations SupportBlueCross BlueShield of North Carolina

MODERATOR:Courtney VogelSenior Campaign Marketing Manager – North AmericaGenesys

Today’s consumers increasingly interact digitally with businesses and the great customerjourneys of yester-year in physical businesses are now replaced by often fragmented customerjourneys over many channels (web, phone, social, in store, mobile). Today’s digital consumer,however, is often even more demanding of a great customer experience. Bad journeys can bespread virally over social channels damaging a company’s brand. And fragmented journeys alsoimpact our agents - when a frustrated customer finally reaches an agent for help, our agentsoften struggle to understand the journey the customer has had so far with the enterprise.

Key Take-Aways:

g Define a roadmap for great customer journeys g Identify best practices to implement great customer journeys to address current customer

service needs and drive a great brand g Discuss what is next in-store for the customer journey as the Internet of Things and wearable

technology becomes a new touchpoint and a new twist in the road in the customer journey g Examples of business justification tools that can demonstrate how new approaches and their

potential outcomes can deliver benefits above and beyond your current infrastructure


CONCURRENT SESSIONS11:40am 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


In 2015, providing a great brand experience demands a dual focus – on both company culture aswell 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 theMillennial Generation: young people impacting both the nature of today’s workplace and thenuances of Customer Engagement, demanding empathy and ease in both spheres. In this session,we will be examining the omni-channel dream (from human beings to chat, mobile & social), themillennial consumer (both at work and at the mall) and the growing importance of consideringCustomer Effort (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 – Great Examples of Customer Care, Across IndustriesMODERATOR:Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

PANELISTS INCLUDE:Daniel CruceanaDirector, Operations & AnalyticsOffice Depot

Tom Farrell Vice President, Operations Web.com

Al LindnerSite DirectorInternational Cruises and Excursions

Richard Volel Vice President Nationstar Mortgage

Consumer buying patterns and behaviors are changing rapidly – in ways that were unfathomablea decade ago. This ever-changing consumer landscape presents business challenges that canconfound the best intentioned enterprises and service providers. There are thousands of ‘wow’customer service stories out there, but you rarely hear about them. Now you’ll get a chance tocompare and contrast some of the best customer care testimonials from a cross-section ofindustry practitioners.

Key Take-Aways:

g Insight into how to better personalize customer interactions g Real world examples of social media and proactive customer care g Tap into industry best practices for promoting outstanding care across your organizationg How to identify the “movers and shakers” among your agents g Tips and ideas on transforming customer care from good to great

1:00pm Food for Thought – Networking RoundtablesHosted by Industry Leaders Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.


CONCURRENT COLLABORATION ZONES –ThinkTanks 2:05pm ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”

learning environment.

Choose one of the following zones:Zone 1. Driving New Revenue in New Markets through

the Contact Center

CO-FACILITATORS:Jeff LairdDirector of Small Business and Accountant CareIntuit QuickBooks Online

Kevin KennyVice President Enterprise AccountsSutherland Global Services

In this interactive session, we will explore strategies for creating and capturing new markets,revenue streams and market spaces through the contact center. In addition, we will address theways in which you can consider the requirements to build and sustain the capability with yourexisting and future talent pool, effectively provide linkages to the value proposition to createevangelists, creation of a process that enables first use, and the social support required to drive higher.

Key Take-Aways:

g An innovation framework will create a new demand through a significant increase of value for both customers and companies

g Adoption of a sales culture and comprehension of the value prop is critical to success g Ideas for conversion of new revenue streams generated from your contact center








Hosted by:

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Fill out the survey in your event padfolio on-site and

A $2,500 gift certificate toXperiencedays.com*

Choose from a long list of out of the ordinary lifetime experiences conveniently located in/near the area you reside.

*Must be handed in to a SPS - Strategic Products and Services Executive by Tuesdayat 5:15pm. Prize drawing will be Tuesday evening during the Beach Olympics.Certificate never expires and may be applied towards any activity offered on the Xperience Days website. Prize is limited to endusers only. Sponsors,

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

SPS Integrate. Collaborate. Accelerate.

ENTER TO WIN

Zone 2. Big Data: Big Insight or Big Deal? Ensuring New Customer Contact and Back Office Insights Create Enterprise Value, Not Noise

CO-FACILITATORS:Mike GarnerChief Customer OfficerCicero, Inc.

Tom AielloSenior Vice President, SalesCicero, Inc.

Everyone seems to be talking about big data but few can clearly articulate what it is and whatvalue it brings to their organization. As a leader in customer contact or the back office, you canchange this perception by leveraging new data to deliver valuable operational insight. During this hands-on session we will examine the role of contact center and back office data inenterprise big data initiatives. We will also analyze use cases and identify recommendations toleverage the vast amounts of contact center and back office data to improve the customer and employee experience.

Key Take-Aways:

g Insight on contact center and back office data and its role in enterprise data initiatives g Tools to identify best practices in utilizing this new data g Success factors for becoming a big data champion in your organization

Zone 3. Real Time Personal Engagement with Click to Chat

FACILITATOR: Amit ShankardassExecutive Vice President, Marketing EWAPTeleperformance

We are constantly challenged to provide cost effective, yet very personal, customerengagement. Click to chat is a channel that can accomplish this for sales, service and support.This session will examine the business case for click to chat, and provide best practices for thetechnology, people and processes that need to be in place to leverage chat for proactive weband mobile care.

Key Take-Aways:

g Fact-based insights on customer preferences and adoption of click to chat g Case Study: deploying chat to decrease cost of service while meeting customer needs

(customer satisfaction and reduced customer effort)g Best practices for the deployment, use and enhancements of click to chat for sales, service

and support

Zone 4. Getting Real Value from Customer Experience Management: Making it Part of the Boardroom Conversation

FACILITATOR: Kathy SobusDirector, Contact Center ConsultingSPS - Strategic Products and Services

Knowing your customers is important, but establishing competitive leadership in today’s marketrequires more than knowledge alone. Brands, products, and services are a blur in customers’minds; leaders differentiate themselves with the customer experience that they deliver.Customer Experience Management is a broad domain, and many organizations struggle tocreate a discipline powerful enough to drive focus across the entire company. To grow revenueand gain new customers, you need a practice that turns customer loyalty into advocacy – byidentifying relevant and timely information, and creating a cross-functional, company-wide,closed-loop customer experience management process.

Key Take-Aways:

g Metrics to use and how to weight them g Identify an operational baseline, and establishing a repeatable practice that adds clarity and

focus to customer interactions g Guide to translating customer knowledge into real, monetized growth - a discussion

fit for the boardroom

Zone 5. Building an ROI Model for Customer Experience Investments

FACILITATOR:Aaron SeabaughVice President Information Technology and Client SolutionsAlorica

Building consensus that investing in your customer experience will improve profits, reducecosts, and retain & grow your customer base isn’t always as easy as it sounds. Showing andmeasuring the direct financial implications of your proposed strategy and associated ITinvestments can be a challenge. In this interactive session we will explore the ins-and-outs ofbuilding a financial business case to support IT investment, how to align IT spend with businessneeds, how to gain organizational support, and most importantly securing funding for yourstrategic customer service investments!

Key Take-Aways:

g Tips on ensuring alignment with corporate objectives, gaining buy-in and support for your strategy and proposed investment

g Best Practices on how to approach business case development – quantifiable financial impacts, soft benefits

g Insight on different pricing models and structures, and how they can affect your business justification

g Guide to approaches to big $$$ investments in technology – all at once? In stages? Timelines?

Zone 6. Customer Experience Journey Mapping: Designing Services from Your Customers PerspectiveCO-FACILITATORS: Joe BuggySenior Vice President, Customer Lifecycle Management PracticeSutherland Global Services

Andrew SwartzResearch Director, Sutherland Innovation LabsSutherland Global Services

This workshop will provide opportunity to analyze what makes a good and bad customerexperience across different industries and brands. Attendees will participate in a journeymapping exercise by sharing their own stories and experiences to create 'mood walls’ thatdemonstrate good and bad examples. The skills and techniques required to then help anorganization strategically manage their customers brand experience will also be identified.

Key Take-Aways:

g Guide to the lessons learned from other brands, good and bad, experiencesg Identify the skills needed to fully understand your customers’ experiences g Assess the techniques and methods that can help strategically manage customer and

brand experiences







Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs 1–21–1110

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!








3:35pm Networking, Refreshment and Exhibition Break

4:05pm SUCCESS STORY – Using DocOps to Tap Into Customer Insights Across the EnterpriseJames TurcotteSenior Vice PresidentCA Technologies

Business agility is essential in today’s application economy. While products are deployed fasterthan ever before, the technical information supply chain remains in the stone age. Deliveringtimely, relevant content to customers depends on breaking down information silos and tappinginto customer insights across the entire breadth of the enterprise. Learn how the DocOpsplatform enables the agility, collaboration, and continuous information delivery needed to thrivein the application economy.

Key Take-Aways:

g Guide to understanding why breaking down information silos is critical in today’s application economy

g Framework for setting up a DocOps Platform to enable integration across the enterprise, collaboration, continuous content delivery, and so much more!

g Insight on how powerful DocOps analytics can dramatically improve the customer experience

4:45pm Member Showcase


CONCURRENT SESSIONS5:05pm 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 Discussion

Digital-Enabled Customer Care: Realizing and Operationalizing Innovation Opportunities

MODERATOR:

Craig PetersManaging Director, OperationsBarclaycard US

PANELISTS INCLUDE:

Satyam KantamneniGroup Director, User ExperienceCitrix

Daniel TheobaldCo-Founder and Chief Technology OfficerVecna Technologies

Jim TierneyAssociate Vice President, Digital Strategy & PlanningLincoln Financial

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

– FOLLOWED BY –

YOU SPEAK! Have a great idea, best practice, lesson learned or success story of your own? All participants are welcome to submit a proposal for a 5-10 minute presentation, and join in the voting process as we choose and hear from “the best of the best”!

6:15pm Curious CocktailsFeaturing: The 30 Question ChallengeAn Interactive, Thought-Provoking Networking Reception Where Everyone is a Contestant.

TUESDAY, APRIL 14, 2015 5:30pm

BEACH OLYMPICSHors d’oeuvres, Buffet Dinner and Just Plain Beach Olympics Fun!

Beach Party featuring the 11th Annual Customer Contact

Attire: Beach Casual


#CCFrost


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 – Customer Care Strategy in the Digital Consumer Economy

Bob TaylorChief Customer Officer Samsung SDS America

Growing consumer access to product information and pricing are a challenge to retailers whodesire more in store purchases and greater loyalty both on and off line. One strategy has beento increase the triggering of purchase decisions by improving the customer experience. Bob willshare the case study of a global retailer who embraced a knowledgeable consumer by deployingcontent based selling and arming its sales force with mobile tools resulting in an 8.4%improvement in loyalty (measured by purchases) and a decrease in returns of 46%. Bob will alsodiscuss how Samsung SDS has utilized its innovation methods and mobility-driven technology,to drive measurably improved customer experience.

Key Take-Aways:g Lessons learned about content based selling methods & tools g Guide to understanding how the ROI was both measured and achievedg Insight on the Samsung toolkit for mobile innovation

9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition

9:50am ASK THE EXPERTS! Panel Discussion

Is Anyone Listening? Proven Ways to Get the Enterprise to Embrace the VoC and Make Strategic and/or Systemic Change

MODERATOR:Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

PANELISTS INCLUDE:Vickie BehanDirector Customer ServiceCiti

Charles CassarSenior Global Consumer Care Manager eCommerceAdidas

Steve EllisSenior Director, Customer CareEyeMed

Peggy Hammergren Director of Customer Delivery T-Mobile

Scott LandryVice President, Global Customer CareAkamai

Bob SimmondsVice President, Domestic Travel OperationsDisney Destinations

The question at the core of every business is – what do customers really want and need thatkeeps them coming back? What are they telling us that help us provide them with betterproducts, services, and a better experience? What are they not telling us directly, that if welistened and acted upon, would prevent them from taking their business elsewhere? VoC initiatives and programs have sprung up in enterprises of all types and sizes. The point ofthese initiatives is to capture and centralize information from multiple touch-points, analyze theunstructured data cost effectively and quickly, and then share the resulting information acrossthe organization to improve business processes and the customer experience.

Key Take-Aways:

g Learn the tools and strategies being used to harness the voice of the customer (VoC)

g See how VOC can build relationships and alliances across the enterprise to enact change,and track/measure outcomes

g Tips & tricks for increasing the quantity/quality of customer feedback & marrying omni-channel insights

g Examples of using VOC to successfully collaborate across the enterpriseg Insight on how VOC can support an innovative culture & identify new opportunities

for revenue growth and brand enhancement

10:30am Member Showcase


AgendaJoin the Discussion: www.frost.com/linkedincc TUESDAY, APRIL 14, 2015






Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs12

TUESDAY, APRIL 14, 2015

GENERAL SESSION & EXHIBITION


Florida Blue began its retailand consumerism journey in2006 when it opened itsfirst retail center. The retailcenter concept originallyprovided a place for theirmembers to learn moreabout their health plancoverage and wellnessservices, and if they needed

it, to purchase health coverage. Today, the company has 18 retail centersthroughout Florida and the centers offer a wide range of services. Now,consumers have the ability to purchase health insurance, have face-to-face consultations concerning their individual policies, receive top-linepreventive health care screenings, participate in wellness lectures, andlearn about various health care options designed to fit their budgets.

WEDNESDAY, APRIL 15, 2015 – 12:45pm

Join us for the Florida Blue Retail CenterTour!

#CCFrost




CONCURRENT COLLABORATION ZONES – Peer Councils 11:15am Peer Council sessions are participant-driven discussions focusing on your key

challenges and concerns.


Zone 1. Strategic Thinkers Only: Forum for Seasoned Customer Contact Executives with a Core Focus on Strategy

MODERATOR:

Wilfred BusbyVice President, Call CentersSt. Jude Children's Research Hospital

With all of the focus on Customer Experience, how do you make it a strategic part of theenterprise like other core disciplines and prove an ROI on various investments? How do you keep your team focused on running the business today while developing your plan for the future?

Key Take-Aways:g Framework to integrate Customer Experience across the organization g Best practices for getting the organization rallied around improvements in

Customer Experienceg Examples that have created specific success factors in establishing a Customer

Centric Culture

Zone 2. B2B2C: When “Everyone” Owns Your Customer Relationship

CO-MODERATORS:

Christopher Keenan Director, Governance and OperationsBristol-Myers Squibb

Kathleen RitzAssociate Director, World Wide Medical Contact CentersBristol-Myers Squibb

The increase in multi-channel options can lend itself to customer frustration and increaseddissatisfaction due to every interaction being treated as a “first time” touchpoint. In thisinteractive session we will explore ways to identify and quantify your customers’ engagementswith your business and share methods to potentially harmonize your various channels, resultingin an improved customer journey.

Key Take-Aways:g Framework on unifying customer engagement into one VOC history leading to optimal

customer satisfaction g Roadmap on how to harmonize your various multi-channels and decrease the level

of frustration felt by your customers if your company treats each channel as a standalone interaction

g Insights on how to navigate the multi-channel experience to strength your relationship with customers

Zone 3. From Customer Agent, to Customer Advocate

MODERATOR:

Cippy SeidlerDirector, Contact CentersBanner Health

Customer expectations for service are increasing yet, in many contact centers high agentturnover, budget cuts and lack of employee engagement make it increasingly difficult to meetthose needs. The primary challenges that contact center leaders face is reducing attrition andbuilding customer advocates from your current agent pool. This session focuses on strategiesfor developing an engagement plan that meets the needs of the agents rather than just thedepartment’s needs. It is designed to create employee “vesting” in their role and results in amove from one that is largely transactional to one that is focused on building customerrelationships.

Key Take-Aways:g Actions for engaging the hearts and minds of your staff by focusing on their Journey

(Moving beyond the dead-end job) g Taking the A Train! Tools to move your staff from Agent to Ambassador to Advocate g Steps for creating an employee Road Map to establish employee expectations - It’s not

just about your expectations!

Zone 4. Continuous Process Improvement in Customer ServicePatrick O’GradyDirector, Consumer Technical SupportCentury Link

Where can you gain the greatest leverage to improve contact center operations? What shouldyou have on your 2015-16 strategic plan 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 handbook g Tools to provide internal and cross departmental feedback when things go awryg Insight on moving beyond email communications with agents

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

CO-FACILITATORS:


Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

Whether a novice or seasoned expert at outsourcing customer care, we know you valueflexibility, sustainability, economy and choice when deciding how to serve your customers. Whatyou may not know is how risky or prudent it is today to mix onshore, offshore and nearshoreagent talent. 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 areasonable 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

12:00pm Food for Thought – Networking Roundtables Hosted by Industry Leaders Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.








#CCFrost


Hosted by:

CONCURRENT COLLABORATION ZONES – Roundtables 1:05pm Roundtable sessions capture the power of all participants’ voices, insights and

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


Zone 1. Applying Customer Service Techniques to the ‘Internet of Things’

CO-FACILITATORS:

James BednarDirector, Global Client SolutionsSitel

Kimberly DavisDirector, Global Product Marketing & Americas MarketingSitel

Connected devices or "the Internet of Things" has changed the way in which enterprises dobusiness providing a catalyst for new markets, new products, new services, and new areas ofgrowth. Hospitals can monitor and regulate pacemakers from a distance and utility companiescan proactively adjust temperatures and lighting in homes based on customer preferences. Thisphenomenon is also poised to change the customer service industry. It is revolutionizingcustomer care by alerting companies of issues before they become problems which betterenables organizations to proactively service their customers. How does this change thecustomer service landscape? Does it open doors to targeted cross-selling and upselling? Will itlead to increased complexity?

Key Take-Aways:g Guide to the ways the Internet of Things is changing the customer service landscape g Insight on ideas for ways to leverage the Internet of Things to enhance the customer

experience and identify new opportunities g Framework of the customer service challenges (hiring, staffing, training) organizations

will face

Zone 2. How to Know What You Don’t Know: New Horizons for ‘Small Data’

FACILITATOR:

Rob McDougallPresident & Chief Executive OfficerUpstream Works

Big Data in the contact center continues to be filled with the promise of the silver bullet.However, business leaders continually find that getting the information they need is expensive,filled with un-auditable data, and slow to perform. Tackling your biggest business problems poses a challenge even for the best leadership team: find out the key pieces of information you need to collect to break big data into small data, and answer your burning questions in atimely manner.

Key Take-Aways:g Steps to make your KPI data actionable and lessons learned on what to capture to make

information relevant and timely g Insight to take advantage of the sources you have and learn where you need to augment g Framework to answer the questions you don’t know you have

Zone 3. Increasing Employee Engagement: A Purpose-Driven Loyalty Strategy

CO-FACILITATORS:

Mike MarrowChief Executive OfficerQualfon

John YanezChief Operating OfficerQualfon

Do you want to deliver employee tenure rates two times the industry average? Who doesn't? 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. Join us to discover powerful loyalty strategiesthat will help you to connect with your employees in ways that drive an increase in bothengagement and tenure.

Key Take-Aways:g Engagement drivers that impact employees at work and beyond g Approaches that start with the employee in mind—rather than the company g Best practices for designing programs that serve people and their purpose in lifeg Ways to create a shared purpose between employees and companies g Tips for triggering loyalty in centers of excellence

Zone 4. Smarter Engagement – Data-Driven Insights for More Personal, Productive, and Predictable Customer Engagement

CO-FACILITATORS: Yumi HaneyManager, Information and Performance AnalyticsUSAA

Scott HaysVice President, Global Solutions MarketingVerint

Innovative companies are raising the bar on customer experiences, exceeding the expectationsof their customers and making things tough for their competitors. Join this interactive session,where we’ll discuss how organizations can optimize customer engagement to drive outcomeslike greater customer loyalty, more operational efficiency, and increased revenue.

Key Take-Aways:g Best practices for using context to reduce customer effort and employee effortg Recommendations for delivering consistency across all interaction channels g Ideas for incorporating analytics into the everyday work of customer service agents

Zone 5. CFO Perspective: Mastering the Economics of the Customer Contact Center

FACILITATOR:

Bob KrakauerExecutive Vice President & Chief Financial OfficerAspect

The ability to balance customer satisfaction with contact center efficiency is critical to long-term, profitable growth. As consumer expectations rise, contact centers are faced withsupporting more interaction channels, easing access to information and embracing rapidlyevolving technologies. Increasingly, companies are exploring how a cloud or hosted solution canhelp. But is it right for your business? How can you overcome internal resistance and build abusiness case? Join us to discuss considerations, options and strategies.

Key Take-Aways:g Research and insights on the ROI of modernizing the Contact Centerg Guide to understanding important considerations and deployment options g Insight on the strategic opportunities and P&L impact of a cloud deploymentg Tips and tricks for identifying areas for savings in total cost of ownership, including

typical ROI, to build/prove your business caseg Guide to strategies that “pivot” to the cloud









Featured DemonstrationHosted by:#CCFrost


CONCURRENT CASE HISTORIES 3:05pm Choose one of the following concurrent sessions:

Ramping Up – Meet Your Peaks Efficiently and Effectively

Becky PloegerVice President, Digital Commerce Customer Care Kohl's

How do you maintain world-class customer service and meet tight operational expense goalswhen your business has extreme peaks and valleys? How do you determine and execute yourlabor strategy? How do you manage costs for training, technology licensing, labor carrying costsand outsource providers to meet these peaks? No matter what you've tried in the past, youmust constantly be thinking about what's next or risk failing to deliver on your brand's servicepromise and increasing your expenses.

Key Take-Aways:

g Guide to the drivers of your contact volume and the variability of each g Tips and tricks for planning to be right – but expecting to be wrongg Insight on never assuming you know what your agents want. Ask! Then create and

nurture an agile environment ready to take on whatever comes

ORNew Perspectives – Developing the Emerging 21st Century Talent PoolGregg TilstonGlobal Social Media LeaderFlight Centre Travel Group

Thoughtful, smart and caring customer service representatives are the driving force behind anysuccessful contact center operation. Does the complexity of today’s environment call for a newfresh look how to better manage a multi-generational workforce? Is it time to rethink hiringpractices, training, motivation and compensation? What are best practices for managing thisnew workforce?

Key Take-Aways:

g Insight into understanding Millennials – what makes them a different breed?g Examples of Multigenerational workforce culture. What does it take to engage them?g Tap into and nurture agent soft skills for career advancement


CONCURRENT COLLABORATION ZONES – Best Practices 3:55pm 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. Co-opting Your Customers: Creating Real Time Communities to Accelerate Care

FACILITATOR:

Ryan BrummondDirector of Partner Channels24-7 Intouch

Customers are the voice of well-deployed social communities such as Facebook, Yelp, TripAdvisor, Reddit etc. They own the dialogue, but brands still need to influence the interactionsto help promote greater customer insight, balance sentiment and keep the community engaged.Influence how your customers participate and make them your marketing and content drivers.Identify key brand ambassadors, reward their loyalty and develop them into your P2P advisors.

Key Take-Aways:

g Best practices for turning brand ambassadors into contributing community advocates g Guide to mapping out social community strategy, driving community participation from

other care channels and enabling peer-to-peer engagement g Framework for influencing social interactions and encouraging feedback for greater

customer insight and balancing sentiment

Zone 2. Metrics Made Personal: Dramatically Improving Your Bottom Line by Better Understanding Your Customers

FACILITATOR:

Melissa MooreChief People OfficerMattersight

Once upon a time, dropping a customer’s first name into a subject line was an innovative,effective way to make customers feel known and valued. Today, the possibilities for personalizingcustomer experiences have expanded dramatically—and so have the potential benefits. Newtechnologies have made it possible to know and understand your customers at a profound level,and respond to their unique needs in powerful ways. Innovative contact center leaders areblazing new trails on this front by deploying software solutions that identify a customer’spersonality and communication style by analyzing language, tone, syntax and more, thenautomatically match him or her with an agent best suited to successfully engage with that style.When agents and callers have a positive personality connection, the impact is felt in virtuallyevery metric that matters: more sales, higher retention rates, shorter call times, and betteroverall experiences for both your customers and your employees. Hear from leaders who areutilizing this exciting new technology, and see the real-world data that proves its effectiveness.

Key Take-Aways:g Insight on the four major personality styles: their attributes, linguistic advertisements,

and communication preferences g Guide to how and why identifying customers’ personality and communication styles can

improve your call center conversations g Examples the economic impact of a personality-based routing solution on the metrics

of several actual businesses

Zone 3. Best Practices for Building a Seamless Multi-Channel Customer Experience

CO-FACILITATORS:

Shai BergerPresidentFonolo

Mark EdelmanVice President, Digital Member ServiceStanford Federal Credit Union

Research shows 74% of consumers now use at least three channels when interacting with anenterprise brand or organization for customer-related issues. However, even though 88% oforganizations offer multi-channel options, customers rate their experiences on multiplechannels as very poor. Join us and gain the insights you need to discover which steps can lead tobetter multi-channel performance.

Key Take-Aways:g Best practices for creating seamless cross-channel transitions g Pitfalls to watch out for when executing and maintaining a multi-channel strategy g Case study: Deploying a call-back solutions in a multi-channel environment

Zone 4. Effortless Engagement: Leveraging Automation for an Efficient Customer Interaction

CO-FACILITATORS:

Dan FoxMarketing ManagerInteractions Corporation

Erik LambDirector of Product ManagementLifeLock

Chances are a large percentage of low value transactions are currently being handled by yourhighest cost solution, your customer service representatives. But this can change. Leadingorganizations are now implementing advanced self-service technologies to take on commonrequests from simple to highly complex. This frees agents to manage high value, high touchinteractions - yielding a better experience for your customers and your staff.

Key Take-Aways:

g Real world examples of self-service solutions designed to free agent time

g Best practices for designing and deploying virtual assistant solutions for customer care

g Guide to using virtual assistant solutions to improve customer experience

5:00pm Concurrent Collaboration Zones Conclude








AgendaJoin the Discussion: www.frost.com/linkedincc TUESDAY, APRIL 14, 2015 – WEDNESDAY, APRIL 15, 2015


5:30pm Beach Party Featuring the 11th Annual Customer Contact BEACH OLYMPICS Choose your teams and let your competitive spirit break free. After hors d’oeuvres and a buffet dinner, it's ALL ABOUT Beach Olympics fun! The winning teams will be draped in gold, silver and bronze.

6:30am 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 Kickoff and KEYNOTE – Articulating the Customer Experience Mission…Up, Down, and Across the Enterprise Jonathan WolskeCulture EvangelistZappos

Zappos has become known around the world for its approach to customer service. CultureEvangelist, Jon Wolske, will show you that there is so much more to service than the way youWOW customers! By defining WHO they are and WHAT they are really all about, the ZapposFamily has been able to cultivate a culture of service across their entire company.

Key Take-Aways:

g Examples of how understanding the purpose of your business can inspire results from everyone g Insight on the Zappos history of empowered employees making all the right decisions

for your business when you establish the right guidelines (not rules!) g Results for the bottom line that have come from focusing on everything else

9:45am EXECUTIVE INSIGHT – Through Empowerment andTrust, Memorable Customer Experiences are Made on Purpose

Patrick C. DuffyChief Experience OfficerDiamond Resorts International

Diamond Resorts International acquired Sunterra, a twice bankrupt time-share provider, back in2007. To ensure a successful integration of Sunterra into Diamond Resorts, the companycreated "The Meaning of Yes", a comprehensive cultural platform. Patrick Duffy, ChiefExperience Officer of Diamond Resorts international, then packed up his suitcase and traveledthe globe sharing this culture with our 7500 team members in 7 languages, resulting in thelargest hospitality empowerment vehicle. Now, "The Meaning of Yes®" is delivering the messageof “Stay Vacationed®," a cultural how-to and why vacations are critical for empowering andretaining your employees and a cohesive company culture.

Key Take-Aways:

g Examples of how changing the mind set of year 2007 through The Meaning of Yes® changed Diamond Resorts International forever

g Guide to working in an environment where vacations are as important as the team as to Diamond Resort members

g Insight on how Diamond Resorts Post Departure Surveys became leaders in the hospitality industry and the 491,000 owners and members that love to “Stay Vacationed®”

10:15am Making a Global Impact


10:50am INSIGHT CENTERSWeave your way through a series of brisk thought leadership sessions designed to keep you on your toes. Pull into any three of the following four revolving pit stops:

Pit Stop 1. Tiered Service: Are You Delivering Value to Your Organization and Your Customers? Vickie BehanDirector, Customer ServiceCiti

Innovative companies focus on continually raising the bar on the customer experience. But youlikely can’t afford to deliver the most superior level of service to all customers, and allcustomers are not created equal in the short and long term value they bring to your business.How can companies deliver consistently high levels of service to all customers while deliveringthe most remarkable experiences to their highest value customers? Airlines have long provideddifferentiated servicing to customers through early boarding privileges, free upgrades, bag feewaivers and lounge access to different tiers of customers. Organizations in other industries canalso reap the benefits of deploying a tiered or differentiated servicing strategy for theircustomers. These benefits can include increased customer satisfaction, lower customer attrition,and increased revenue while also delivering cost efficiencies.

Key Take-Aways:

g Insight on identifying which customers to treat differently and which aspects of servicingto differentiate

g Guide to balancing differentiated servicing with self-service options g Best practices for overcoming concerns about how differentiated servicing for some

may impact the perceptions and satisfactions of othersg Tips for ensuring your strategy delivers results

Pit Stop 2. How to Facilitate Great Coaching and MentoringCecelia MacLellanDirector, Contact Center OperationsStaples

Coaching is the most valuable discipline for boosting individual and organizational performance.Coaching teaches people to focus their talents more effectively to perform the requirements oftheir job, develop their personal potential, deal with the ever changing business landscape andreach career goals. Anyone, can be a coach, but what makes a great coach? Great coaches aresuccess oriented, they begin with the goal in mind and work with their Coachee to develop avision of the objective(s) and plot a course on how to get there. Great coaches buildrelationships, they are empathetic and use a systematic coaching approach.

Key Take-Aways:g Insight on why coaching is collaboration and partnership – the give and take. A successful

coaching relationship is a win-win situation g Guide to understanding the destination and the WIFIM for both parties will set a solid

foundation for the relationship g Tips for creating a feedback loop: don’t leave development to chance. Design a system

which perpetuates a coaching cultureg Critical success factors for coaches – Do you have them? Can you get them?

Pit Stop 3. Cohesive Customer Care Models for Industry Consolidation, Mergers & Acquisitions

Steve EllisSenior Director, Customer CareEyeMed

Have you dealt with the challenge of call center consolidation, a merger or acquisition or amajor systems implementation and had challenging experiences? Would you like an approach tobetter lead this type of significant organizational change? How can organizational changemanagement improve your sanity and help improve your effectiveness with major projects?

Key Take-Aways:

g Framework for organizational change management g Examples of how to engage your leaders in the organizational change management g Practical approaches to enroll your associates in the change process


#CCFrost


WEDNESDAY, APRIL 15, 2015 “CASUAL WEDNESDAY”

GENERAL SESSION, EXHIBITION, AND SITE TOUR

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


AgendaJoin the Discussion: www.frost.com/linkedincc WEDNESDAY, APRIL 15, 2015


Pit Stop 4. Going Beyond Customer Surveys to Capture the Voice of Your Customer

Sean AlbertsonDirector, Performance & TechnologyViaSat

Organizations today can easily be caught drowning in data from customer surveys, but still notunderstand what the customers are actually saying. Turning feedback into actionable programs andtranslating the customer noise to a voice of unison can elude even the most advanced CustomerExperience team. In this session, we will tackle the challenge of integrating surveys, voice of thecustomer programs and operational evaluations into programs that can truly deliver results.

Key Take-Aways:

g Best practices for aligning customer care, marketing and operations into a cohesive Voiceof the Customer program

g Tools for creating a customer care experience guide for the overall g Case history of programs that reduced churn, increased customer satisfaction and

improved employee morale

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


Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

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 Identify the right mix: Reliability. Technology. Solutions. Responsiveness. Footprint.

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


11:55am INTERACTIVE – Inspiration to Implementation: Developing Your Day to Day Business Action Plan

Michael WaldmanDirector, Implementation SolutionsFrost & Sullivan

Whether acquiring companies, expanding geographically, or launching visionary new products,implementing innovative customer-facing strategies is complex, risky, time consuming, and expensive.This is further complicated by limited internal resources, acquiring the buy-in from multiplestakeholders, dedicated team member skill constraints, and aggressive project timelines. As acustomer contact executive, you play a critical role in ensuring the success of such customer-facingstrategies. Join this interactive workshop to explore challenges and best practices associated withcustomer contact and customer experience implementation planning in support of these initiatives.

Key Take-Aways:g Best practices for turning growth strategy into action g Guide to recognizing obstacles and leading with plans to surmount them g Activities and organizational ideas to achieve maximum impact

12:40pm Content for the 11th Annual Customer Contact 2015, East: A Frost & Sullivan Executive MindXchange Concludes

12:45pm CUSTOMER CONTACT SITE TOUR –Florida Blue – Shuttle Check In Lunch will be provided.

3:30pm Customer Site Tour Concludes (Shuttle will stop at Jacksonville International Airport and return to SawgrassMarriott Golf Resort & Spa)

17

NOTE: Frost & Sullivan makes every effort to collect and ensure the quality of individual sessionchronicles; however, the summaries presented in the articles are the expert opinion of the writers and inclusion/exclusion of specific material is at the discretion of each speaker. While every effort ismade, there is no guarantee that notes for each and every session will be submitted as requested.

WHAT DO YOU GET?

Now you can have your very own detailed summary ofthe event presentations, general sessions and interactivesessions, to bring back to your organization and team.

A Real Golden Nugget that Continues to Add Value Post-Event

FOR MORE INFORMATION, CONTACT:

Matthew McSweegan @ 516.255.3812 or email: [email protected]

You will benefit from a thorough and focused chronicle of theFrost & Sullivan Executive MindXchange, including key take-awaysand action items to implement in your own organization.

THE BENEFITS ARE NUMEROUS:

n Access to all notes; let us do all of the note taking for youn Take the event home to your teammates that were unable to attendn Ensure you benefit from all the sessions, even the ones you missed n Never forget what you learned and who spoke at the eventn Huge savings for these esteemed chronicles for event participantsn Plus much, much more!

PRICING:

The all new Executive MindXchange Chronicles are now available forpurchase. Event participants will receive savings of over 50%.

Participant Pricing:

On-site: $395Post-event: $495

Non-Participant Pricing:

Post-event: $695

Get Your Hands on theExecutive MindXchangeChronicles:



Online EventsInterested in getting live and interactive high-quality contentright from your desktop? If so, then Frost & Sullivan’scomplimentary eBroadcasts are for you. By combining theimmediacy of the web with the impact of streaming audio, theseone-hour, topic-specific seminars, allow participants toexchange real-world experiences with senior-level executivesand key industry analysts.

When Customers Call...and They Will: Is Your IVR Ready to Greet Them? Available Now: www.frost.com/ivr

The Power of Retention: Maximizing Value in Centers of Excellence Available Now: www.frost.com/retention

Deliver Strong Customer Interactions from the Cloud – Anytime, Anywhere Available Now: www.frost.com/anytime

3 Key Benefits of Cloud CommunicationsAvailable Now:www.frost.com/passion

Wowing the Customer: Uncomplicated Performance Management to Improve the Customer Journey Available Now: www.frost.com/wow

Additional eBroadcasts are being added on a regular basis. For Frost & Sullivan’s latest eBroadcast calendar, go to www.ebroadcast.frost.com

onDemand eBroadcasts:


Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs 19

24-7 Intouch is a global contact center outsourcingcompany that delivers customizable, quality-driven,customer service solutions, across all industrysegments. 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

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

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 automation solutionsthat help organizations isolate process issues and automateemployee tasks in the contact center and back office. By

realizing and removing the barriers to productivity, customers such as Nationwide andUBS use Cicero solutions to build enterprise value by improving performance, reducingcost, 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 customer engagement, deep domain expertise, and processinnovation 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 enableclients to communicate seamlessly with their customers across multiple channels anddevices to create a differentiated customer experiencewww.eloyalty.com

Five9 is the leading provider of cloud contact center software,bringing the power of the cloud to more than 1,800 customersworldwide. Five9 has led the cloud revolution in contact centers,helping contact centers transition from premise-based software to

the cloud. Five9 helps contact centers increase agent productivity and deliver business results. www.five9.com

Fonolo provides call-back software for the call center. Yourcustomers will never wait on hold again, regardless of where theconversation begins – web, mobile or inbound call. Our cloud-

based technology easily integrates to your call center. An on-premise appliance can alsobe added to comply with strict security requirements. www.fonolo.com

GC Services is the largest privately owned multichannel customer contactBPO in the United States. Our core competencies are customeracquisition, customer care and receivables management for public andprivate sectors. With an average client tenure of 13 years, we maximizecustomer value and minimize costs for your contact center operations.

www.gcserv.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

With a 32 year history of innovation, HP WFO Software provides customersaround the world with call recording, integrated workforce optimization andadvanced Voice of Customer analytics -- backed by the global reach andlegendary customer service of HP.

www.autonomy.com/wfo

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 an

automated voice solution that leverages an unprecedented level ofunderstanding–enabling a productive two-way dialogue, quick responses to customerrequests, and a natural and easy way to communicate. Follow us on [email protected]

iQor is a global provider of BPO and product support services. Wepartner with many of the world’s best-known brands to deliver

aftermarket product and customer support solutions that span the consumer valuechain, from customer care and receivables management to product diagnostics andrepair services.www.iqor.com

Mattersight is a leader in enterprise analytics focusedon customer 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

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

adapt to meet rapidly changing requirements. Pega's Global 500 customers include theworld's largest and most sophisticated enterpriseswww.pega.com

A Business Services Company

SOLUTION PROVIDERS

Alorica is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customeracquisition and sales, to customer care and support, to receivables management and direct response, to logistics and fulfillment, Alorica offersa seamless customer experience across all service channels. Alorica’s award-winning Business Process Outsourcing services span both theBusiness-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered inIrvine, Calif. with more than 48,000 employees in 73 locations, Alorica offers the proven industry experience and know-how to provide atotal customer management solution. For more information, visitwww.alorica.com

STRATEGIC PARTNER



MEDIA PARTNER:

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

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 outsourcing company and a global provider of call center services. Qualfon’s success dates back to 1996 and

spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., the Philippines, andChina. With industry-leading retention rates, Qualfon’s agents stay longer—providingyou high-quality services at lower prices.www.qualfon.com

Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients' customer care and transaction processingneeds through 57,000 associates in 25 countries. Sitel provides

world-class solutions from onshore, nearshore and offshore locations across 120+ facilities throughout North America, South America, EMEA and Asia Pacific.For more information please call: +1.866.95.Sitel or +1.615.301.7100 or Email: [email protected]

SmartAction offers one-of-a-kind Artificial Intelligence(AI) voice self-service. We use a cloud-basedtechnology grounded in purpose-driven Artificial

Intelligence that utilizes Natural Language speech capabilities as a means to completeself-service calls. Our award-winning Intelligent Voice Automation (IVA™) service allowscompanies to handle complex customer interactions with an intuitive, resourceful, andcognizant AI agent.www.smartaction.com

SPi Global is a full-service BPO provider with 30 officesacross the US, Netherlands, Australia, Nicaragua, India,Vietnam, China, and the Philippines. For 35 years, ourover 20,000 employees have been delivering a wide

range of solutions in CRM, Content, and Healthcare. Our emphasis on customer care,partnership, and performance optimization make us a choice provider of contact center solutions.www.spi-global.com

The SpiceCSM cloud-based, Customer EngagementPlatform helps agents deliver first-class customerexperiences across every channel through one unifiedagent desktop. We combine a Dynamic Call Handling Engine, a Data Integration Platform, and

Robust Collaborative Reporting to continuously improve your Contact Center andCustomer Satisfaction.www.spicecsm.com

As a systems integrator, SPS helps companies boostrevenue and delight customers globally. SPScontinuously aligns information, competencies and

tools to make technology work for your business benefit and prove measurable ROI.Our specialized teams provide long-view planning services, analytic tools andoptimization strategies to empower your contact center. www.spscom.com

Sutherland Global Services is a multi-nationaltechnology-enabled BPO services companyproviding integrated Platform-based and Analyticsenabled business-cycle support solutions. By

integrating highly trained people with state-of-the-art technology and proven businessmethodologies, Sutherland collaborates with clients to help them excel in their industryand maximize their customers’ lifetime value.www.sutherlandglobal.com

Teleperformance, the worldwide leader inoutsourced multichannel customer experiencemanagement, serves companies around the world

with customer care, technical support, customer acquisition, debt collection and backoffice programs. With approximately 175,000 employees, we service our clients fromover 270 contact centers in domestic, nearshore and offshore locations and work-at-home programs.www.teleperformance.com

Upstream Works delivers contact center solutions and analyticsthat enable agents to resolve customer issues efficiently andeffectively while complying with business rules. The result is arise in first-call resolution rates that cut customer churn, reduces

the call volume, and raises employee morale, ultimately improving customer satisfactionand productivity.www.upstreamworks.com

Verint® (NASDAQ: VRNT) is the global leader in ActionableIntelligence® solutions and services. Its solutions include the

Impact 360® Workforce Optimization™ suite and Voice of the Customer software forcapturing and analyzing customer interactions, sentiments and trends across multiplechannels, improving performance, and optimizing the customer experience.www.verint.com

WorkFlex Solutions is the leader in contact centerIntelligent Intraday Automation solutions. Our award-winning technology maximizes agent schedulingflexibility, optimizes intraday performance and reduces

workforce administration overhead. WorkFlex easily integrates with existing WFM andACD systems so you can leverage existing enterprise software investments, and quicklygenerate a positive ROI.www.workflexsolutions.com

SPS Integrate. Collaborate. Accelerate.

SOLUTION PROVIDERS


Registrat ion

VENUE INFORMATION Sawgrass Marriott Golf Resort & SpaPonte Vedra Beach, FL 32082Tel: (904) 285-7777

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.We suggest you arrive Saturday, April 11th.

TO REGISTER:

:ONLINEwww.frost.com/ccs

*[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 originallyregistered. 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/ccs

Register online! www.frost.com/ccs

11th Annual Customer Contact 2015, East:A F r o s t & S u l l i v a n E x e c u t i v e M i n d X c h a n g e

Schedule a Complimentary One-on-One Growth Strategy Dialogue

April 12 - 15 2015 | Sawgrass Marriott Golf Resort & Spa | Ponte Vedra Beach, FL

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 Customer Contact closed LinkedIn Community; available only to eventparticipants and other approved VIP companies

7. Preferred pricing for the Executive MindXchange Chronicles; a collection of notes of the entire Executive MindXchange

4-3-15

A Growth Strategy Dialogue (GSD) is a customized session for Senior Executives facilitated by a Frost & Sullivan growthstrategy 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

g Customer Site Tour

g WiFi

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, East Executive MindXchange Chronicles is prepared by yourpeers 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, East Executive MindXchange Chronicles

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

$3495

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

$2995

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$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/ccs

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs 21

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