Monday, March 20, 2017

07:30 AM - 08:15 AM Breakfast

08:15 AM - 08:20 AM Chairperson's Recap

Sponsored by: Virtual Hold Technology

08:20 AM - 09:00 AM From Reactive to Proactive & Predictive Care: The Building of Avon's Customer Insight Center

John McCahan, Executive Director, Customer Care, Avon
Reactive customer service may satisfy the customer, but it won’t necessarily surprise or delight them. Imagine if you could solve a problem before the customer had to reach out? Or solve an issue before the customer was even aware of it? This is exactly the kind of thinking happening at the Avon Customer Insight Center and what’s helping shape the DNA of their service transformation. With a focus on putting their customer’s first to increase brand reputation and ultimately the bottom line, they set out to change the way service is viewed and delivered. During this session attendees will learn why proactive support is the next generation in customer service and how Avon is anticipating customer issues (and addressing them) proactively, by:
· Learning how to shift from reactive customer service to proactive support with pre-emptive strategies and capabilities
· Using data-forecasting and predictive analytics to super charge proactive care efforts
· Discussing the outcomes of proactive care, including; increased customer loyalty, decreased support calls and controlled communication
· Hearing how proactive support can benefit the business and lead to new customers, greater retention and customer advocacy


John McCahan

Executive Director, Customer Care

09:00 AM - 09:40 AM Customer-Centered Design: The Best Exercises And Processes To Turn Insights Into Measurable Action

Noel Holmes, Vice President Customer Experience, Travelport
Help your teams become "Innovation Realists" in this tour of effective methods and specific exercises to drive a customer-centered contact center. Learn how to operationalize contact center experiences through a customer focused enterprise.
  • Use design thinking and lean processes to guide your efforts and maintain a focus on your customers and their needs
  • Receive best practice tools and processes for getting to solutions that you can begin using immediately
  • Engage your teams' minds and energy while driving towards real solutions that delight your customers
  • Take strategic action on VOC feedback and input to drive measurable action


Noel Holmes

Vice President Customer Experience

9:40 AM - 10:10 AM Business Meeting

10:10 AM - 10:40 AM Business Meeting

10:40 AM - 11:00 AM Networking Break

11:00 AM - 11:40 AM Aligning the Contact Center With Organizational Goals By Building a Customer-Centric Culture to Exceed Expectations And Drive Enterprise Growth

Marc Bernica, Senior Vice President, Care Advantage & Product Support Services, Bright Horizons
Your culture directly influences your customers’ experiences. The key to sustaining customer service excellence is building a culture that emphasizes the importance of the customer and supports the employees that care for them. Engaged employees that understand your value proposition will find ways to meet and then exceed customer expectations.
 Hear how Bright Horizons culture contributes to continuous cost and quality improvement while consistently delivering Net Promoter Scores in the mid-70s
 Hire and engage people who are passionate about your customers
 Connect the contact center with the rest of the business
 Align processes and incentives to help employees work smarter and deliver desired outcomes


Marc Bernica

Senior Vice President, Care Advantage & Product Support Services
Bright Horizons

11:40 AM - 12:20 PM 5G, IoT, Big Data: Everything to Do With Customer Service

Differentiating and powerful customer service will be critical in this era in which a consumer measures speed of resolution in minutes and votes on those experiences in real-time. In fact, #awful versus #awesome serves as this generation's smoke signals, alerting and influencing others to run either from or toward specific products and services. Customer service is becoming as competitively important as having a flawless supply chain or exceptional balance sheet. There are four realities compelling businesses to rethink their customer service models: 
  • Smartphones for Everyone 
  • 5G -- Need for Speed 
  • IoT Is Much More Than M2M 
  • Big Data Will Get Bigger... a Lot Bigger
Does your business have a blueprint for the new customer experience?"

Sponsored by: Mitel

Master Class

12:25 PM - 1:10 PM Mapping the Customer Journey to Define a Solution

Mike Sabula, Vice President, Customer Relationship Management & Insurance Operations , UPS Capital
Too many times we let a solution or technology define the customer experience. The path to CX perfection begins by aligning what your customer values with your business goals. Successful Customer journey mapping solves business problems, increases revenue, and creates loyalty. As we define and manage your map appropriately, it becomes easier for your organization to understand the needs of the customer and define a solution or technology that meets their expectations, while achieving your business goals.
Join Mike Sabula, VP of Customer Relationship Management at UPS Capital and Lynn Olson, VP of Customer Experience at PTP for an interactive session that will unpack the guiding principles to take your CX journey mapping process from ideation to execution, while embracing the ever changing demands of a digital world.


Mike Sabula

Vice President, Customer Relationship Management & Insurance Operations
UPS Capital

Sponsored by: Performance Technology Partners (PTP)


12:25 PM - 1:10 PM Inside Sales Optimization in the Digital Age

There are now more ways than ever before for prospects to find and reach out to companies, and there are many more channels for companies to engage with prospects. Leads are coming from a wide variety of sources, they are arriving at different stages of the buying process. Closing the deal requires more persistent follow up than ever before, but studies show salespeople are simply not making the calls. What’s more, technology that should be assisting the salesperson sell more and be more productive ends up becoming a distraction that only adds to the problem.
What role should technology play in your sales environment and how do you ensure that technology will help your salespeople follow up with the right leads at the right time?
During this BrainWave session we will discuss:
  • How the complexity of inside sales has evolved
  • How to measure productivity – call volume vs follow up persistency
  • Why automating call cadence should be the cornerstone of any sales technology
  • What should be automated and what should be left to a salesperson’s discretion?

Sponsored by: VanillaSoft

1:10 PM - 2:10 PM Lunch

2:15 PM - 3:00 PM (Solution Zone) Partner-Led Innovation Roundtable Discussions - Choose Your Topic

A: Simplified Customer Experiences: Chabots Are Here.
Our clients’ customers are seeking simplicity and freedom, and answers when they want or need them. They are always connected: they interact with brands when it suits them, on a variety of devices, regardless of their whereabouts. More than ever, brands across the globe, across industries, have to be present at the right time and place to create the value generating conversation – while continuously planning for the next digital and data trends. During this roundtable session, attendees will discuss the roles chat and other omni-channel services play in their organization’s digital advantage. During this roundtable session, attendees will also learn about exciting success stories utilizing a new digital tool – beyond email, beyond chat, beyond mobile apps – we’re talking about chatbots!
John Thompson, Vice President, Business Development, Sitel

B: Frictionless Call Center Authentication and Fraud Prevention
Call Center executives are highly motivated to increase agent productivity, lower operational costs, and ultimately improve customer experience. However, at the first point of interaction callers are typically asked to authenticate themselves against lengthy knowledge-based authentication questions that result in a less than ideal customer experience and often fail to filter out fraudsters who can successfully answer these questions due to the rise of data breaches and social engineering. In this roundtable, attendees will discuss technologies such as voice biometrics to reduce the risk of fraud and costly agent call handle time by pushing authentication away from agent-based questions and into the IVR in a manner that is fast, accurate, and friction free.
Chris Halascheck, VP, Engineering, Authentication, Pindrop
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C: 3 Critical Items to Address For Your Customer Experience Strategy
Omni-channel is more than just a buzzword today. Virtually every company strives to provide their customers with a complete experience, but it's a practice that less than 3% of companies have mastered. With incoming customer data from every known channel, it becomes more challenging for companies to properly leverage that data and deliver a comprehensive experience. Do you think your CRM is providing a true Omni-channel strategy? In this interactive roundtable, we will: discuss how to leverage incoming contextual data, apply analytics and achieve actionable outcomes; establish true customer experience engagement in conjunction with your existing CRM strategies; highlight the realities of what can and cannot be achieved with a “build versus buy” customer experience solution.
Chad Hendren, VP and GM CX Solutions, VHT

Sponsored by: Sitel

Sponsored by: Pindrop Security

Sponsored by: Virtual Hold Technology

Sponsored by: Datamark, Inc.

During this panel discussion attendees will discuss the key value-adding elements needed to transform the contact center into a true relationship hub. From recognizing that customer relationship involves more than just the contact center, to rethinking and adding service channels, to moving beyond standard metrics, to adopting and optimizing technology, to leveraging each and every interaction, this discussion provides leading practices on how to satisfy today (and tomorrow’s) customers better. Receive best practices that will set you up for early improvements in customer satisfaction, loyalty, brand reputation, and ultimately, bottom-line sales.
· How do contact centers break the view of being seen as downstream recipients of business services to an integral frontline business driving customer lifetime value?
· How do you secure and retain ongoing commitment for contact center investment?


Stacy Smith

Senior Vice President, Contact Center
Hancock Bank

Richard Gianvecchio

Vice President, Norton Support & Services

Sponsored by: Genesys

3:40 PM - 4:10 PM Business Meeting

4:10 PM - 4:40 PM Business Meeting

4:40 PM - 5:20 PM Business Meeting/Networking Break

5:20 PM - 6:10 PM Evening Keynote: The Effortless Experience: Conquering The New Battleground for Customer Loyalty

Matt Dixon, Author, The Effortless Experience, CEB
Most customers don't want to be "wowed:" they want an effortless experience. In this inspiring keynote, discover how loyalty is actually driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be.


Matt Dixon

Author, The Effortless Experience

6:10 PM - 11:19 PM Cocktail Reception & Book Signing with Matt Dixon