Agenda Overview

  Full Session Schedule


David Horsager

David Horsager

Global Trust Expert

Trust Edge Leadership Institute

Heather Hansen

Heather Hansen

CEO, Attorney

Heather Hansen Presents

Jeff Gallino

Jeff Gallino

Founder & CTO


Rick Britt

Richard Britt

VP Artificial Intelligence



Other Organizations Speaking Include…

Praxidia - Teleperformance


Free Workshops

Call categorization and search syntax best practices

Advanced call categorization and search syntax

Leveraging the DMAIC process for driving speech analytics success


Fun Stuff

Top Golf

Top Golf

(10/23 Tuesday, 2-4pm)

Dolphin Cruise

Dolphin Cruise

(10/23 Tuesday, 2-3:30pm)

Escape Room

(10/23 through 10/25)


(10/23 Tuesday, 2-4pm)

Halloween Cruise

(10/24 Wednesday 8-10pm)


Agenda at a Glance

Tuesday (10/23)

9:00 AM – 12:00 PM

Free Workshops

12:00 PM – 5:00 PM

Team Building & Leisure Activities

6:30 PM – 8:30 PM

Welcome Reception

Wednesday (10/24)

8:30 AMĀ – 11:00 AM

General Sessions, Opening Keynotes

11:00 AM – 4:00 PM

Breakout Sessions

4:30 PM – 5:30 PM

General Session – Product Keynote

6:00 PM – 10:00 PM

Reception, Dinner, Evening Entertainment

Thursday (10/25)

8:00 AM – 9:30 AM

General Sessions – Day 2 Keynotes

9:30 AM – 3:00 PM

Breakout Sessions

3:00 PM – 3:30 PM

Closing Remarks, Sponsor Raffle


Breakout Session Tracks


For Executives

Sessions for executives responsible for CX and customer engagement analytics budgets. In these sessions fellow executives will present their experience and approach in justifying and applying analytics for maximum return.

For Program Owners

Sessions for those responsible for implementing and driving results from their organization’s customer engagement analytics program. Hear how others are rolling out and advancing their speech programs.


Analyst – Fundamentals

In these sessions for analysts, CallMiner staff and users in other organizations will share fundamental plays for applying analytics in areas such as customer experience, agent performance, sales effectiveness and compliance.

Analyst – Advanced

In these advanced sessions for analysts, fellow users and certified analysts will share approaches to solving complex problems with interaction analytics and using advanced approaches such as leveraging the API.


CallMiner and partner demonstrations of the latest and greatest technology in Customer Engagement Optimization.


Relational learning sessions where you can interact with your peers to discuss specific challenges or topics associated with Customer Engagement Analytics.


Analyst Fundamentals

Quick Wins: Achieving Results in the First 90 Days

Migrating from Manual to Automated Scorecards

Reducing Silence: People, Process, Technology

Uncovering Operational Deficiencies with Speech Analytics

Measuring Customer or Patient Experience

Using Analytics to Support Manual QA Workflows

Approaches to Increasing Sales Effectiveness

Reducing Compliance Risk

Analyst Advanced

Leveraging the API to Improve Sales Effectiveness

Melding Fraud & Big Data for New Insights/Prediction

Developing a Customer Effort Score with Speech Analytics

Building Your Own Playbook to Achieve ROI

Measuring and Improving FCR: Hackathon Results

Building Predictive Scores – With and Without AI

Building a Customer Simulator Bot for Agent Onboarding

Accurate Dispositioning for Revenue Optimization

Program Owners

Rolling Out Automated Scoring and Direct Agent Feedback

Leveraging AI/ML to Improve Outcomes

Build, Launch, and Grow Your Speech Analytics Program

Best Approaches to Change Management

Speech Analytics Roll-out Success with Accelerator

How to Source and Onboard Your Speech Analyst

Tracking TCPA Revocation with Eureka

Keeping Your Speech Analytics Program on Track


Best Practices Leveraging SA to build your “Center of Excellence”

Planning, Measuring, and Achieving ROI with Engagement Analytics

Using Engagement Analytics for Customer Experience Management

Identifying, Predicting, & Preventing Fraud with Engagement Analytics

Living with GDPR (and How Engagement Analytics Can Help)

Flight Path to Automating Agent Performance

Contact Center Trends and Digital Transformation

Incorporating Gamfication to Drive Agent Engagement