Customer Contact 2015, East: 11th Annual A FROST & SULLIVAN EXECUTIVE MINDXCHANGE April 12 - 15, 2015 Sawgrass Marriott Golf Resort & Spa Ponte Vedra Beach, FL www.frost.com/ccs #CCFrost Part of our 2015 International Customer Contact Executive MindXchange Series Dynamic Customer-Centric Strategies “The networking, technological updates and take-aways make this a week that can change a year for our customer’s experience. It is wonderful to meet others with similar challenges and share best-practices to create positive change.” –Vice President, SUDDENLINK COMMUNICATIONS | “Personally I experienced growth as a leader from understanding 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 for my professional growth. In the last three years I’ve attended, I know I’ve grown more as a leader and business professional.” – Director, BLINDS.COM | “The interaction and networking opportunities were perfect. The event allowed me to make some great contacts that will now 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 peers within 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 or are 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
Transcript
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 week
that can change a year for our customer’s
experience. It is wonderful to meet others
with similar challenges and share
best-practices to create positive
change.” –Vice President, SUDDENLINK
COMMUNICATIONS | “Personally
I experienced growth as a leader from
understanding 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 for
my professional growth. In the last three
years I’ve attended, I know I’ve grown
more as a leader and business
professional.” – Director, BLINDS.COM
| “The interaction and networking
opportunities were perfect. The event
allowed me to make some great
contacts that will now 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 peers
within 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 or
are 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
2%Other
19%Management
79%Executive
(Vice President, Director)
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
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.
.
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:
7:00pm Suggested Arrival Time Arrive Saturday to get a round of golf in at TPC Sawgrass(make your tee time today by calling 1-800-457-4653) then participate in Sunday'sNetworking Activity to start the event off right!
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
7:40am Registration, Continental Breakfast, and Exhibition8:20am Welcome and KEYNOTE - Reach for the Summit: Achieving Your Personal, Team,
and Leadership Goals9:20am Navigating Customer Contact 2015, East9:30am SUCCESS STORY - Articulating the Customer Experience Mission…Up, Down,
and Across the Enterprise10:00am Frost & Sullivan Customer Contact Executive MindXchange Advisory
Board and Member Recognition10:05am 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 solution providers – both intense and fulfilling.( OR )FROST & SULLIVAN INSIGHTS - 2015 Customer Contact Market Direction and Predictions- FOLLOWED BY -SPOLIGHT ON - Great Examples of Customer Care, Across Industries
1:00pm Food For Thought - Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.
2:00pm 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 - Tapping into Customer Insights Residing Within and Acrossthe Enterprise
4:45pm Session to Session Travel Time4:50pm 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 leadingsolution providers – 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 ofyour own?All participants are welcome to submit a proposal for a 5 - 10 minute presentation,and join in thevoting process as we choose and hear from “the best of the best”!
6:15am Early Risers Run/Walk8:00am Continental Breakfast and Exhibition8:45am Kickoff and KEYNOTE - Innovating Customer Care: Unmet, Unstated,
and New Service Needs9:40am Customer Contact 2015, East Networking Scramble 9:45am 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 Networking, Refreshment, and Exhibition BreakFeaturing:The Power Showcase
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:
12:00pm Food For Thought - Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.
1:00pm Session to Session Travel Time
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:
2:35pm Networking, Refreshment, and Exhibition Break
3:05pm CONCURRENT CASE HISTORIES -Choose one of the following concurrent sessions:
Ramping Up - Meet Your Peaks Efficiently and Effectively ( OR )New Channel of Contact? Harnessing the Possibilities of Video-Enabled Customer Care
SATURDAY, APRIL 11, 2015
ARRIVAL DAY
SUNDAY, APRIL 12, 2015
NETWORKING DAY
MONDAY, APRIL 13, 2015
GENERAL SESSION AND EXHIBITION
Zone 1. A New Dawn: The Convergence of Customer Care in the Enterprise 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. How to Drive Revenue and Exceed Sales Goals by Leveraging the Cloud 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.
10:35am 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. Developing the Emerging 21st Century Talent Pool Zone 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
Schedule-at-a-glance is preliminary and will be updated as information becomes available.
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 Intermediaries Own Your Customer RelationshipZone 3. From Customer Agent, to Customer AdvocateZone 4. Getting Clarity on Customer Satisfaction with the Enterprise Zone 5. 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. Evolving from Insights to Action: Build Data-driven, Customer Centric Strategies 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
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
Zone 1. Co-opting Your Customers: Creating Real Time Communities to Accelerate Care Zone 2. Improving Your Customer Metrics via Personalized Communication 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!”
3:50pm Session to Session Travel Time
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
6:45am Early Risers Run/Walk
8:30am Continental Breakfast and Exhibition
9:00am Ice Breaker and TRANFORMATIONAL KEYNOTE - Customer Care Strategyin the Digital Consumer Economy
10:00am Session to Session Travel Time
10:05am 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
11:05am Networking, Refreshment, and Exhibition Break
11:35am INTERACTIVE - Inspiration to Implementation: Developing Your Day to DayBusiness Action Plan
12:30pm 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 Airport and return to Hotel)
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.
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
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:
Schedule-at-a-glance is preliminary and will be updated as information becomes available.
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
“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:
SUNDAY, APRIL 12, 2015
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.
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
5
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
eBroadcasts
Online EventsInterested in getting live and interactive high-quality content right from your desktop? If so, then Frost & Sullivan’scomplimentary eBroadcasts are for you. By combining the immediacy of the web with the impact of streamingaudio, these one-hour, topic-specific seminars, allow participants to exchange real-world experiences with senior-level executives and 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
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.24-7intouch.com
Almawave is one of the top international playersaddressing CRM, Big Data and Customer Experienceindustries. Almawave offers to the Market innovative,
user-friendly and natural language-based ideas and solutions. Through its 8 offices in Italy,US, Brazil and South Africa, it operates on different private markets and Gov. sectors.www.almawave.com
Alorica is a leading Business Outsourcing Provider ofcustomer management solutions. Alorica’s comprehensivesolutions include customer acquisition, sales, customer care,
technical support, supply chain and back office services. Alorica’s award-winning servicesspan both the B2C and B2B sectors across all industries for Fortune 1000 companies.www.alorica.com
Aspect helps companies deliver remarkable customerexperiences across every conversation and channel - througha single, elegant software platform. As the global leader incustomer engagement solutions and cloud hosting services,our unified interaction management, workforce optimization
and back-office solutions seamlessly orchestrate people, processes and touch points.www.aspect.com
Cicero® provides desktop activity intelligence andimprovement software that enables companies to monitor
people, processes, and technology, to identify areas for improvement, and to implementchange using existing technologies. Cicero helps customers such as Nationwide andUBS perform to their potential and rapidly build enterprise value.www.ciceroinc.com
Concentrix, a wholly owned subsidiary of SYNNEXCorporation, is a global business services companyfocused on process optimization, customer engagement
strategy, technology innovation, and ecosystem performance. Our holistic approach tocustomer engagement, deep domain expertise, and process innovation enable us to deliverunique, 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 andmodernizing legacy environments. Our cloud, hybrid, and
on-premise technology offerings enable clients to communicate seamlessly with theircustomers across multiple channels and devices 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
HP Autonomy is a global leader in software thatprocesses unstructured human information, includingsocial media, email, video, audio, text and web pages. HPAutonomy’s purpose-built market offerings help
organizations drive greater value through information analytics, unified informationaccess, customer experience management and much more. www.autonomy.com/Qfiniti
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 of understanding–enabling aproductive two-way dialogue, quick responses to customer requests, and a natural andeasy way to communicate. Follow us on Twitter @interactionsco.www.interactions.net
iQor is a global provider of BPO and product support services. Wepartner with many of the world’s best-known brands to deliveraftermarket product and customer support solutions that span the
consumer value chain, from customer care and receivables management to productdiagnostics and repair 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
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,and China. With industry-leading retention rates, Qualfon’s agents stay longer—providing you high-quality services at lower prices.www.qualfon.com
For Sponsorship Opportunities, please contact Gary Robbins, Partner, Integrated Marketing Solutions. Email: [email protected] Tel: 703.729.6386
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 ArtificialIntelligence that utilizes Natural Language speech
capabilities as a means to complete self-service calls. Our award-winning Intelligent VoiceAutomation (IVA™) service allows companies to handle complex customer interactionswith an intuitive, resourceful, and cognizant AI agent.www.smartaction.com
SPi Global is one of the largest and most diversifiedKnowledge Process Outsourcing (KPO) and CustomerRelationship Management (CRM) outsourcingproviders. It is a leading globally recognized full-service
BPO company, with more than 30 global locations and 18,000 employees. As anestablished service provider with 32-years’ experience, we remain one of the mostawarded, internationally recognized brands headquartered in the Philippines.www.spi-global.com
The SpiceCSM cloud-based, Customer EngagementPlatform helps agents deliver first-class customer experiences across every channel through one unified agent desktop. We combine a Dynamic CallHandling Engine, a Data Integration Platform, and
Robust Collaborative Reporting to continuously improve your Contact Centerand Customer Satisfaction.www.spicecsm.com
As a systems integrator, SPS helps companiesboost revenue 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 Analytics
enabled business-cycle support solutions. By integrating highly trained people with state-of-the-art technology and proven business methodologies, Sutherland collaborates withclients to help them excel in their industry and maximize their customers’ lifetime value.www.sutherlandglobal.com
Teleperformance, the worldwide leading providerof outstanding customer experience at every single opportunity, has been serving companies
around the world, providing superior results in managing their customer care, technical support and debt collection operations. The Group operates about 98,000computerized workstations, with more than 135,000 employees across 250 contact centers in 49 countries and conducts programs in more than 66 different languages and dialects on behalf of major international companies operating in various industries.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 a risein first-call resolution rates that cut customer churn, reduces the call volume, and raises employee morale, ultimately improving
customer satisfaction and 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
West Corporation is a leading provider of outsourced communicationsolutions to many of the nation's largest companies. West's integrated suite of customized solutions includes customer acquisition, customer care, conferencing and receivables management
services. Through a variety of live agent and automated solutions, we help our clientscommunicate more effectively and maximize their customer relationships.www.west.com
WorkFlex Solutions is the leader in contact centerIntelligent Intraday Automation solutions. Our award-winning technology maximizes agent scheduling flexibility,optimizes intraday performance and reduces workforce
administration overhead. WorkFlex easily integrates with existing WFM and ACDsystems so you can leverage existing enterprise software investments, and quicklygenerate a positive ROI.www.workflexsolutions.com
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
8
SPS Integrate. Collaborate. Accelerate.
Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc
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.
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
12-15-14
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
$75
$100
$180
$395
$995
(Inclusive of: General Session Registration ONLY)
($250 Savings)
$3240($150 Savings)(Inclusive of: Event Registration and Executive MindXchange Chronicles)
