2017 Contact Center Solutions Roundtable Champions · 2019-08-05 · 2017 Contact Center Solutions...

2017 Contact Center Solutions

Roundtable of Champions

February 27- March 2, 2017Grand Hyatt DFW International Airport, Dallas, TX

Sponsorship Opportunities

2017 Contact Center Solutions Roundtable of Champions

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For More Information

Erin Carmona, Event Associate: (248) 680-6203 or [email protected]

✔ = opportunity has been sold

Table of Contents

Exclusive Events 3

Agenda—Roundtable of Champions, Feb. 27-Mar. 1 4

Agenda—Solutions Conference, Mar. 1-2 6

Reach Your Target Audience 7

Platinum 9

Gold 10

Silver 11

Add Ons 12

Unique Opportunities 13


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The tenth annual J.D. Power Roundtable of Champions (ROC) is an invitation-only event comprised of J.D. Power clients, as well as executives from sales and customer care operations and organizations striving to solve problems and reach the next level of performance. This year’s theme, “Omnichannels and the omnipotent customer—strategies, best practices, and the future” recognizes the reality that customers are getting more and more powerful and will continue to require a higher level and better level of service across all channels. How are customer-centric service providers meeting this requirement and what technologies and strategies are effective? This event seeks to share this information and through our exclusive Power Networking approach that puts executives from non-competing organizations together, we help our clients fully explore the issues to become better positioned to succeed now and in the future.

The event consists of two forums: ROC and the J.D. Power Contact Center Solutions Conference. The ROC is for current J.D. Power contact center clients, while the Solutions Conference is for prospective J.D. Power contact center clients. For the 2017 ROC, we are expecting more than 50 executives to attend the first two evenings and second and third day sessions, and more than 70 are expected to attend the third evening and third day sessions. Attendees represent organizations that are committed to delivering a superior customer experience, which is reflected in a consistent willingness to invest in solutions that improve their customers’ overall satisfaction and/or reduce operational costs.

The ROC event provides a forum for operational and strategic leaders of organizations that have been recognized under the J.D. Power Certified Contact Center ProgramSM or that are current performance improvement clients to discuss key topics, including:

∫ The latest research on what customers value most, and best practices among the highest-performing contact centers for live phone, web self-service, IVR self-service, chat and email

∫ Strategy-centered breakout sessions among executives from outside their own industry to cover driving a customer-focused culture, effective executive leadership, effectively managing change, and strategic planning for omnichannel

∫ Recognition of the highest-performing brands

The Solutions Conference provides a forum for prospective J.D. Power contact center clients seeking best practices, data and solutions to their contact center-related challenges through discussions that are focused on:

∫ Improving customer satisfaction performance and reducing operational costs around all channels

∫ Understanding strategies, practices and technologies utilized by J.D. Power contact center verified top performers that address challenges, including the solution they implemented, the impact of that solution, and the best practices that emerged as a result of the solution.

This event is tailored to executives looking for solutions to their problems and offers our sponsors an opportunity to get in front of executives as they seek to solve the challenges they face.

Exclusive Events“Omnichannels and the omnipotent customer—strategies, best practices, and the future”


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Agenda: Roundtable of Champions (ROC) Client Event

MONDAY, FEBRUARY 27

5:30 p.m. – 6:30 p.m. Reception for ROC (Sponsorship Available, 5-minute speaking slot available)

6:30 p.m. – 8:00 p.m. Dinner for ROC (Sponsorship Available,30-minute Speaking Slot Available)

TUESDAY, FEBRUARY 28

7:30 a.m. – 8:30 a.m. Breakfast for ROC (Sponsorship Available, 5-minute speaking slot available)

8:30 a.m. – 9:00 a.m. Agenda and Format Review

9:00 a.m. – 10:00 a.m. Power Networking Team Assignments and Introductions

10:00 a.m. – 11:00 a.m. Extended Break on Exhibit Floor and Work Catch Up

11:00 a.m. – 11:15 a.m. Keys to a Customer-Driven Culture - J.D. Power

11:15 a.m. – 12:00 p.m. Power Breakout: Effective Culture Building—Challenges, Successes and Lessons Learned

12:00 p.m. – 1:00 p.m. Lunch for ROC (Sponsorship Available, 5-minute speaking slot available)

1:00 p.m. – 1:15 p.m. The Impact of Effective Leadership - J.D. Power

1:15 p.m. – 2:30 p.m. Power Breakout: Strategic and Operational Leadership—Challenges, Successes and Lessons Learned

2:30 p.m. – 3:00 p.m. Break on Exhibit Floor

3:00 p.m. – 3:15 p.m. Preparing for Omnichannel: Keys for Effectively Managing Change

Agendas are subject to change, and are current as of 12/15/16

3:15 p.m. –4:00 p.m. Power Breakout: Managing Change—Challenges, Successes and Lessons Learned

4:00 p.m. –4:15 p.m. Recognition: Most Improved Customer Experience

4:15 p.m. –5:00 p.m. High Performer Spotlight: How MetLife Made the Biggest Certification Customer Satisfaction Performance Jump in a Matter of MonthsKimberly Flemm, VP, Customer Experience, Retirement and Income Solutions

6:00 p.m. – 6:30 p.m. Reception for ROC (Sponsorship Available, 5-minute speaking slot available)

6:30 p.m. – 8:00 p.m. Dinner for ROC (Sponsorship Available,30-minute Speaking Slot Available)

WEDNESDAY, MARCH 1

7:30 a.m. – 8:30 a.m. Breakfast for ROC (Sponsorship Available, 5-minute speaking slot available)

8:30 a.m. – 9:00 a.m. The Future: Why Omnichannel is Not Optional - J.D. Power

9:00 a.m. – 9:15 a.m. Principals for Omnichannel Execution

9:15 a.m. – 10:15 a.m. Power Breakout: Strategic Planning and Execution for Omnichannel—Challenges, Successes and Lessons Learned

10:15 a.m. – 10:30 a.m. Recognition: Highest Customer Experience Score

10:30 a.m. – 11:30 a.m. Break on Exhibit Floor and Work Catch Up

ROC Agenda continues on next page


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WEDNESDAY, MARCH 1 (CONTINUED)

11:30 a.m. – 12:30 p.m. High Performer Spotlight: How V.O.C. Excellence Helped Propel The Guardian Retirement Solutions to the Highest Satisfaction Score in Certification HistoryKimberly Delaney, Vice President, Individual Markets Client Engagement, PMO, Business Analysis

12:30 p.m. – 1:30 p.m. Lunch for ROC (Sponsorship Available, 5-minute speaking slot available)

1:30 p.m. – 2:00 p.m. Omnichannel Data and Insights Review and Discussion - J.D. Power

2:00 p.m. – 3:00 p.m. Feedback and Improvement Brainstorming Session and Discussion - J.D. Power

3:00 p.m. ROC Adjourns

Agenda: Roundtable of Champions (ROC) Client Event (continued)


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Agenda: Solutions Conference Prospect Discovery Event

SOLUTIONS CONFERENCE - DAY 1

WEDNESDAY, MARCH 1

5:30 p.m. – 6:30 p.m. Reception for Solutions Conference (Sponsorship Available, 5-minute speaking slot available)

6:30 p.m. – 8:00 p.m. Dinner for Solutions Conference (Sponsorship Available,30-minute Speaking Slot Available)

SOLUTIONS CONFERENCE - DAY 2

THURSDAY, MARCH 2

7:30 a.m. – 8:30 a.m. Breakfast for Solutions Conference (Sponsorship Available, 5-minute speaking slot available)

8:30 a.m. – 9:30 a.m. High Performer Spotlight: How MetLife Made the Biggest Certification Customer Satisfaction Performance Jump in a Matter of MonthsKimberly Flemm, VP, Customer Experience, Retirement and Income Solutions

9:30 a.m. – 10:30 a.m. High Performer Spotlight: How V.O.C. Excellence Helped Propel The Guardian Retirement Solutions to the Highest Satisfaction Score in Certification HistoryKimberly Delaney, Vice President, Individual Markets Client Engagement, PMO, Business Analysis

10:30 a.m. – 11:00 a.m. Break on Exhibit Floor

11:00 a.m. – 11:30 a.m. Live Phone Best Practices to Maximize Performance - J.D. Power

11:30 a.m. – 12:00 p.m. Work at Home Must-Haves and Best Practices - J.D. Power

12:00 p.m. – 1:00 p.m. Lunch for Solutions Conference

1:00 p.m. – 2:00 p.m. High Performer Spotlight: Exceeding Expectations in Complex Environments; United Healthcare InsuranceMichael Baker, Head of Consumer Services - Medicare and Retirement

2:00 p.m. – 2:30 p.m. IVR Research and Best Practices to Maximize Performance - J.D. Power

2:30 p.m. – 3:00 p.m. Break on Exhibit Floor

3:00 p.m. – 3:30 p.m. Outsourcing Must-Haves and Best Practices - J.D. Power

3:30 p.m. – 4:00 p.m. The Future: Why Omnichannel is Not Optional - J.D. Power

4:00 p.m. – 4:30 p.m. Omnichannel Data and Insights Review and Discussion - J.D. Power

4:30 p.m. Solutions Conference Adjourns


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Reach Your Target AudienceThe following is a partial list of the unique companies and representatives who have attended past ROC events.

24-Hour Fitness

AAA Michigan

ADT

Aetna Concierge

Ameren Missouri

American Family Insurance

Aon Risk Solutions

Audi

Auto Club Group (AAA-MI)

Auto-Owners Insurance Company

Bank of America

BEHR

BlueCross BlueShield Arizona

BlueCross BlueShield of North Carolina

Caliber Home Loans

Capital One Auto Finance

Capital One Bank

Capital One Financial Corporation

Center Partners, Inc.

CitiMortgage

Citizens Bank

Comerica

ConnectYourCare

Country Insurance

CSAA Insurance Group

Delta Air Lines

Driva Solutions

DTE Energy

Duke Energy

E*Trade

Echopass

EMD Serono

Etech Global Services

First Tennessee Bank

Freeman Company

General Services Administration (GSA)

Global Experience Specialists (GES)

Google

Grande Communications

Green Tree Servicing, LLC

Guardian Retirement Solutions

Hyundai Capital America

ICMI

Ideal Dialogue Company

IEEE

J.P. Morgan Chase

Kaplan University

KARL STORZ Endoscopy-America

Locus Telecommunications, Inc.

Merrill Edge

Merrill Lynch Retirement Services Group

Morgan Stanley

NBT Bank

Nicor National

Nissan Motor Acceptance Corporation

Northwest Savings Bank

NueBridge LLC

Ocwen Financial Corporation

Origami Owl

PerformRX

Pivotal Home Solutions

Primerica Life Insurance Company

PSE&G

Rabobank N.A.

RCN

Safeco Insurance Company

Salt River Project

Service Agility

TD Ameritrade

TD Bank

The Hartford AARP

The Hartford Small Commercial

Union Bank

UPMC Health Plan, Inc.

Wells Fargo—Wealth Management


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Reach Your Target AudienceAttendee Job Role BreakdownAttendee Industry Breakdown Attendee Job Function Breakdown

Chart Elements Verification Timeline of Changes/Updates

Elements Yes Type of Deliverable (Report, White Paper, Case Study, etc.)

Data provided (Excel/Word/PPT): Data and/or edited chart provided on (date):

Title of chart: Illustrator/InDesign printout of chart to editing on (date):

Subtitle of chart (if any): Flag chart if it contains unanswered info on (date):

Axis titles (if any) okay: Follow-up on chart if it contains unanswered info on (date):

Second axis legend (if any) okay: Chart proofed by Rita/Sandy prior to final deliverable on (initial/date):

Legend okay: Editor’s Name Date Task

Source provided okay:

Run Spell check when final

Notes:Updated Charts_7-12-12.xls

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Special Report

06/19/13

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ATTENDEE INDUSTRY BREAKDOWN

Financial Services 39%

Insurance (P/C) 15%

Telecom 9%

Utilities 13%

Advertising/Media 5%

4% 2%

24%

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9%

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6%Healthcare/Health Insurance 13%

Travel and Leisure 5%












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ATTENDEE JOB ROLE BREAKDOWN

C-Level, EVP, SVP 14%

Director, VP 62%

Manager, Supervisor, Analyst, Other 24%












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BUSINESS CUSTOMER BILL PAYMENT METHOD—5-YEAR TREND BY WAIVE

Call Center 39%

Consultant 2%

IT & IS 2%

Customer Experience/Engagement 33%

Public Relations 2%

Finance/Administration 4%

Operations 8%

Sales 2%

Training 2%

Other 2%

Marketing 2%


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Platinum Sponsor Two available at $30,000

Speaking Benefits ∫ Main dinner #1 (Phone) or #2 (Digital) or #3 (CX Best Practices and Solutions)

Relationship-Building Benefits ∫ Pick 3 executives you want to be seated next to at three dinners (9 total)

∫ Attend all breaks, breakfasts, lunches, receptions, and dinners

On-Site Promotion ∫ 6’ Booth/Table where breaks are held

∫ Platinum listing on program cover

∫ Full-page company-produced promotional piece in conference registration bags

∫ Exclusive Signage at sponsored event

Event Promotion and Follow Up ∫ Press release: Sponsor Company may issue a J.D. Power approved press release

announcing their sponsorship prior to the event.

∫ Company logo and link to your company on the J.D. Power Contact Center Event Page on JDPower.com

∫ Video release: Sponsor Company may issue a video of their keynote presentation (provided J.D. Power has approved the presentation content), with all product costs paid by the sponsor

Number of Complimentary Passes to Attend Event ∫ 3

Additional add-on options include: ∫ Breakfast, lunch or reception sponsorships

if available

∫ Lanyards (Sponsor Provided)


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Speaking Benefits ∫ One breakfast, lunch or reception sponsorship and 5-minute speech

∫ Open Keynote Speech for additional fee

Relationship-Building Benefits ∫ Pick 3 executives you want to be seated next to at 2 dinners (6 total)

∫ Attend all breaks, breakfasts, lunches, receptions, and dinners

On-Site Promotion ∫ 6’ Booth/Table where breaks are held

∫ Gold listing on program cover

∫ Full-page company-produced promotional piece in conference registration bags

∫ Exclusive Signage at sponsored event

Event Promotion and Follow Up ∫ Press release: Sponsor Company may issue a J.D. Power approved press release



∫ Video release: Sponsor Company may issue a video of their keynote presentation (provided J.D. Power has approved the presentation content), with all product costs paid by the sponsor


Gold Sponsor Three available at $15,000

Additional add-on options include: ∫ First pick of breakfast, lunch or reception

sponsorships; option to sponsor additional

∫ Lanyards (Sponsor Provided)


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Additional add-on options include: ∫ Lanyards (Sponsor Provided)

Relationship-Building Benefits ∫ Attend all breaks, breakfasts, lunches, receptions, and dinners

On-Site Promotion ∫ 6’ Booth/Table is standard where breaks are held

∫ Silver listing on program cover

∫ Full-page Company produced promotional piece in conference registration bags

Event Promotion and Follow Up: ∫ Press release: Sponsor Company may issue a J.D. Power approved press release




Silver Sponsor Five available at $7,500


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Breakfast —$3,500A 5-minute speech at Company Sponsored Breakfast, provided content is relevant to event theme/agenda

Lunch—$5,000A 5-minute speech at Company Sponsored Lunch, provided content is relevant to event theme/agenda

Break—$1,000Prominent signage at Company Sponsored Break

Reception—$3,500A 5-minute speech/thank you at Company Sponsored Reception, provided content is relevant to event theme/agenda

Dinner—$10,000A 30-minute keynote speech at Company Sponsored Dinner, provided content is relevant to event theme/agenda

Dinner seating for available Executives—$2,000Choice of any available Executive at Dinner event as available

Lanyards—$2,000Sponsor Provided

Add On Items


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Unique OpportunitiesJ.D. Power’s annual ROC and Solutions Conference event delivers exclusive opportunities unlike any other contact center event. While there are numerous reasons to sponsor the event, four in particular stand out:

∫ The invitation-only event format ensures that the leaders and organizations attending all share a commitment to delivering a superior customer experience, which is reflected in their consistent willingness to invest in solutions that enhance their customers’ overall satisfaction and/or reduce operational costs

∫ The event attracts call center executives and customer experience influencers with such job titles as COO, executive vice president, senior vice president, and director- those people responsible for making buying decisions

∫ A limited number of sponsorships are available to ensure sponsoring companies receive maximum exposure to attendees and target executives through the following opportunities:

¬ Speaking opportunities (30-minutes or 5-minutes)

¬ Booth displays and scheduled time on the floor during breaks

¬ Breakfasts and lunches with the attendees

¬ Access to general conference sessions with the attendees

∫ Targeted one-to-one seating- Platinum sponsors get to target and sit next to nine (9) executives over three dinners, while Gold sponsors get to target and sit next to six (6) executives over three dinners

¬ This allows executives from your company unprecedented access to senior executive decision makers and to build a relationship with executives from your target companies in a unique, relaxed dinner environment

This one-time investment offers the benefits of a traditional event, but can take the place of landing and attending dozens of individual meetings with executives that would cost significantly more than the price of a sponsorship.

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2017 Contact Center Solutions Roundtable Champions · 2019-08-05 · 2017 Contact Center Solutions...

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