March 19-21, 2017
THE WESTIN STONEBRIAR HOTEL and GOLF CLUB, Frisco

Media Center

2017 Contact Center Executive Exchange Brochure

This on-site agenda will go over the full schedule of speaking sessions and activities for the Exchange.

PDF

Contact Center Executive Exchange Sponsorship Brochure

Are you a cutting-edge solution provider? Learn about all the ways to get your company highlighted at the Contact Center Executive Exchange.

Whitepapers

Convergys Analytics - Customer Effort - More Work, Less Loyal (POV)

Asking customers to work is a bad idea. Research shows that the right approach to measuring and reducing customer effort pays off in efficiency and loyalty

Building Brand Loyalty One Customer at a Time - Case Study

How a small wireless carrier moved up to the majors. A prepaid, no-contract wireless carrier had major ambitions but only a minor share of the market. It needed a partner that could build brand loyalty and market share through exceptional customer care in the face of rapid expansion. In 2004, the carrier began a relationship with iQor.

Convergys Analytics - Cross-Channel Experiences - What Really Matters (POV)

Industry buzz has stimulated recurring conversations about the importance of serving customers in their channel of choice. How much should your business organize service delivery around customer preferences? Our research suggests that using caution is the best approach. What customers do and what they want to do often are very different. In fact, fewer than half of customers in this study actually visited their most preferred channel as the point of first contact. 

Convergys Analytics - Smart Data - Bigger Isn't Always Better (POV)

Dealing effectively with big data has tremendous value for a huge array of business problems, but the hype has become just as huge. There’s more data than most of us know how to use or analyze.So how do we turn surveys and other information about customers into faster, smarter decision making? 

iQor Corporate Fact Sheet

iQor integrates and optimizes solutions that shape customer experiences

The Social Client Whitepaper: Chatbots

The Social Client, headed by Vanessa Boudin-Lestienne, General Manager EMEA and the agency's Associate-Founder, is one of the primary actors within the Customer Experience industry to be already producing chatbots.

Interviews with Industry Leaders

Pushing the Envelope to Success: A Q&A with Heather Magaha, National Client, Service Manager of Treasury Management Client Services, Wells Fargo Bank

In this Q&A Heather gives bite-sized insights into ways that Wells Fargo Treasury Management Client Services has transformed customer service, employee engagement’s effect on customer loyalty, customer satisfaction from interactions, motivating employees, and her priorities for 2016-2017.

Customer Loyalty & Engagement: An Interview with Jeffrey VandeVelde, SVP, SunTrust Bank

Jeffrey VandeVelde, Senior Vice President, Director of Insights and Client Experience at SunTrust Bank, is one of the leading innovators in the field of understanding consumer behavior and applying this learned knowledge to help organizations drive the changes necessary to create more loyal and engaged customers and employees. In this podcast interview, Jeff discusses how he applies emerging customer experience disciplines with advanced behaviors analytics to uncover strategies for improving the customer relationship and driving revenue.

Top Featured

Contact Center Executive Exchange - At a Glance

A simple visual overview of the upcoming Contact Center Executive Exchange with links to more detailed information if you want to know more. 

Millennials Research On Customer Service Expectations

Now, more than ever, communication preferences are driving customer experience expectations and millennials, mobile technology and social media are colliding to radically change customer service as we know it.

New! 2016 Contact Center Post-Event Report

The brand-new Contact Center post-event report includes video interviews, attendee lists, top themes and much more! 

Video

Expanding & Integrating Global Shared Services: An Interview with MGM Resort's Melody Bittinger

When your brand hallmark is providing “the ultimate guest
experience,” unforgettable, world-class entertainment and facilities,
constant innovation is a must.

Optimizing Governance for Integrated Global Services: An Interview with Dean Czuma

Dean Czuma, Director of Global Share Services at McKinsey & Company, discusses optimizing governance for integrated global services.

Reputation Management: An Interview with Leslie Dukker Doty, CMO at Reader’s Digest

As steward of one of the world’s most trusted brands, The Reader’s
Digest Association Chief Marketing Officer Leslie Dukker Doty explains
that such enviable brand equity is the result of thoughtful cultivation
of customer relationships.

Articles

Customer Experience Improvement Begins with Complaints

Organizations in both the private and public sectors are continually on the lookout for new ways to balance the challenge of improving customer service while containing, or reducing,costs. 

A Q&A with Anika Gakovic, VP of Organizational Effectiveness, OppenheimerFunds

Anika Gakovic, VP of Organizational Effectiveness, OppenheimerFunds gives her thoughts on performance management.

Whitepapers

The Social Client Whitepaper: Chatbots

The Social Client, headed by Vanessa Boudin-Lestienne, General Manager EMEA and the agency's Associate-Founder, is one of the primary actors within the Customer Experience industry to be already producing chatbots.

Interviews with Industry Leaders

Customer Loyalty & Engagement: An Interview with Jeffrey VandeVelde, SVP, SunTrust Bank

Jeffrey VandeVelde, Senior Vice President, Director of Insights and Client Experience at SunTrust Bank, is one of the leading innovators in the field of understanding consumer behavior and applying this learned knowledge to help organizations drive the changes necessary to create more loyal and engaged customers and employees. In this podcast interview, Jeff discusses how he applies emerging customer experience disciplines with advanced behaviors analytics to uncover strategies for improving the customer relationship and driving revenue.