VP of Marketing, Scott Kendrick will kick off the event discussing the age of the customer and the importance of customer intelligence. President and CEO, Paul Bernard, will review accomplishments since LISTEN 2017 and paint a path forward for where CallMiner is headed next. In this session we’ll also recognize the 2018 LISTEN Award Winners.
Jeff Gallino, CallMiner’s Founder and Chief Technology Officer will talk about where Interaction Analytics is going and more importantly, the new heights this level of intelligence and insights that organizations will benefit from.
David will present the case for trust and share why a lack of trust is your biggest expense. David will share insights and research from his industry-leading annual study to show leading trends and indicators of how trust is being built today – and how speech analytics gives your organization an incredible opportunity to identify, measure, and improve the trust of the customer.
15 minute break
Working with their customer experience partner Praxidia, a Teleperformance Company, learn how one airline has improved performance by moving from manual QA to Automated Agent Performance.
Break for lunch
Attend this session to hear how Bluegreen Vacations are using Engagement Analytics to measure and improve the customer experience, and how they are combining insight found through different feedback platforms. Industry leading Customer Experience Management platform provider Medallia will co-present best practices in CX management.
In this round-table discussion the analytics team members from Kelsey-Seybold Clinic, SiriusXM and Business Process Outsourcer Sitel, will share how they have constructed their speech analytics program to support the overarching philosophical approach to “Centers of Excellence” to servicing other units/teams within their organizations.
15 minute break
Attend this session to hear best practices from leading transformational consulting organization Deloitte on how to plan for ROI with your engagement analytics project. CallMiner customer and Dental healthcare services provider Benevis will share their specific approach and results.
Bruce McMahon, CallMiner’s Sr Director of Product Strategy will take the audience through the recent updates to the CallMiner platform and show the company’s roadmap plans.
It’s a Brave New World and CallMiner VP of AI, Rick Britt will share a behind the scenes look at how Machine Learning is driving CallMiner’s direction and your experience with Customer Engagement
Olivier Camino, Chief Operating Officer at leading Business Process Outsourcer SItel, will provide an overview of Sitel Group’s view on the future of customer experience. He will also address how to leverage digital recruitment and retention tactics to attract and engage employees.
Every time your team handles a call, a customer can be won or lost. Heather Hansen has 20 years of experience in the courtroom, trying complex medical malpractice cases to juries. She’ll share the tools she uses to win in the courtroom and how you can use them to win over customers using the evidence provided by CallMiner to establish better teams and customer experience. Attend this keynote presentation and leave with the tools to Win With Words™.
15 minute break
Amazon has reached a market cap of 1 trillion dollars and its stock price is up 120,000% since its IPO. Amazon CEO, Jeff Bezos, has said “your margin is my opportunity”. Will your industry and business be disrupted next? There is increasing pressure to digitally transform and plenty of fear, uncertainty and doubt around how Artificial Intelligence is helping to power disruptive new businesses. This talk will cut through the hype and distill what digital transformation and AI mean to Enterprise Customer Service.
Compliance experts Mark Hinely of Kirkpatrice Price will lead a conversation, identifying the implications of GDPR and how similar regulations may be imposed in other regions. Participants in the discussion will share how they are leveraging Engagement Analytics to help maintain GDPR and similar compliance.
Break for lunch
Hear two unique stories for how organizations are using engagement analytics to identify and predict fraud. Following flooding from Hurricane Harvey in Houston, Orange Lake leveraged Engagement Analytics to identify and take action on fraud. Axcess Financial has substantially curbed successful fraud attempts including identity spoofing and more serious crimes, through the development of a predictive score.
In this session CallMiner Gamification partner nGUVU will overview and facilitate a round table on how agent performance, engagement and retention can be improved through the use of gamification strategies.
Join us in the closing session for Listen 2018’s final thoughts, some acknowledgements & the Partner Passport Drawings