Transformational Customer Engagement...Customer Contact 2016,East: 12th Annual A FROST & SULLIVAN...

Customer Contact 2016, East:12th Annual

A FROST & SULL IVAN EXECUTIVE MIND CHANGE

April 17 - 20, 2016Disney's Grand Floridian Resort & SpaLake Buena Vista, FLwww.frost.com/ccs#CCFrost

Part of our 2016 International Customer Contact Executive MindXchange Series

“Inspirational.”

“Great cross section

eventbest contact center

networking

ideas.”

industryexperts

high level

successfulstrategies

enlightening

identify industry friends

“Inspirational.”– DirectorGlobal Customer Service, iROBOT l

“The best contact centerevent of the year! It focuses on sharing best practices and building relationships.

I have described to some that I turn myself

Into a sponge for 3 days. I also enjoy sharing

my knowledge & experiences w/ others.”

– Vice President, Call Center Operations,

1-800-DENTIST l “Great crosssection of wide variety of business

& industries sharing best practices.”

– Vice President, Enterprise Business

Technology, MITCHELL INTERNATIONAL l

“Excellent networkingevent.” – Vice President, Services,

GERBER SCIENTIFIC l “Great

experience to interact with leading edge

ideas.” – Executive Customer

Relations Manager, HP l “An event

devoted to sharing best practices and

connecting with industryexperts to understand new

technology and practices to drive

strategy.” – Vice President, Operations,

EQUIFAX l “Great interaction with

high level peers.” – Vice

President, Customer Service, DECARE

DENTAL, l “I highly recommend the

Executive MindXchange to anyone

needing to identify successfulstrategies for contact centers.” –Associate, W.L. GORE & ASSOCIATES l

“Outstanding event. It is truly a

‘MindXchange’... enlighteningand refreshing.” – Customer Interaction

Center Manager, ACER AMERICA l “It

is an opportunity to network &

identify industry friends aswell as solutions to customer service issues.”

– Customer Experience Manager, AMEX

Transformational Customer Engagement

STRATEGIC PARTNER

Executive 75%

Management19%

6%Other

Join Our Customer Contact LinkedIn Community www.frost.com/linkedincc

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs

WHO YOU WILL NETWORK WITH

TOP SIX REASONS WHY YOU SHOULD ATTEND

12THANNUAL

CUSTOMER CONTACT 2016, EASTEXECUTIVE MINDXCHANGE ADVISORY BOARD

Frost & Sullivan extends its appreciation to thefollowing Advisory Board Members for their expertiseand valuable support in ensuring the agenda deliversrelevant and valuable content.

Marty KaufmanVice President, Customer ExperienceWeddingwire

Stephen LoyndGlobal Program Director, Customer ContactFrost & Sullivan

Scott RamseyDirector, Global Contact Center OperationsAOL

Vicki SoniAssistant Vice President, Member Solutions, ServiceNationwide Insurance

Ann SzymanowskiGlobal Director, Customer ServiceDow Chemical

Bill WhyteSenior Vice President & Chief Member ServicesMeridian Credit Union

Doug WoodardManaging Vice President, Customer Channels US Card OperationsCapital One

EXECUTIVE PROFILE

#CCFrost Join the Conversation...

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. Build Visibility: Customer engagement is the next wave of innovation; the contact center is perfectly positioned to help drive this transformation.

2. Get Ready: Ensure you have the people, process and technology to stay ahead of the revolution in customer expectations.

3. Collaborate, Collaborate, Collaborate: Engage in strategic conversations!The open, candid discussions with customer care and customer experiencethought leaders are exercises in creative thinking and great platforms forgenerating great ideas.

4. See for Yourself: Join us for a tour of the Disney Reservation Center and gettangible examples of customer engagement excellence.

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 Participant Meet ‘n’ Greet, Disney Tours, Welcome and Kickoff Reception, Four Truths and a Lie Networking Reception, not to mention our Beach Party Featuring the 12th Annual Customer Contact BEACH OLYMPICS.

6. Take Control of Your Outsourcing Strategy: Stop by the SourcingClinic where top-level outsourcing analysts, subject-matter experts and savvyproviders will share best practices and lessons learned in leveraging outsourcing for innovation and transformation.

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:

• Call Centers• Contact Centers• Customer Analytics• Customer Care• Customer Contact

• Operations• Quality Assurance• Sales & Marketing

• Customer Experience• Customer Satisfaction and Loyalty• Customer Service• Customer Strategy• Customer Support

SNAPSHOT OF COMPANIES REPRESENTED AT OUR PREVIOUSCUSTOMER CONTACT EXECUTIVE MINDXCHANGES

2

An Event Shaped by a Community of Your Peers!

(Vice President, Director)

*please note this profile is based on past Executive MindXchange Events


Schedule-at-a-g lance

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs1–17–111–21–113

7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activities

8:00am Expedition Epcot® Scavenger Hunt Team Challenge - Check-In8:30am Kilimanjaro Safari® Expedition with Backstage Access

& Networking Challenge - Check-In3:30pm Sponsor ROI Workshop

5:00pm Sponsor Registration & Orientation Reception

6:00pm Speaker & Thought Leader Orientation

6:45pm Participant Meet ‘n’ GreetThis end-user/participant activity is your opportunity to identify right outof the gate – those peers who share challenges similar to your own. It's agreat way to find participants who have thought leadership you can benefitfrom and to facilitate later dialogues throughout the event.

7:30pm Anchors Away Kickoff Reception

7:30am Registration, Continental Breakfast, and Exhibition

8:15am Welcome and KEYNOTE – Engaging with the Consumer of the Future: The NextWave of Innovation

9:10am Navigating Customer Contact 2016, East

9:25am NETWORKING – Team Challenge #1

9:30am CASE HISTORY – Reimagining Customer Engagement: How One Contact CenterHelped the Enterprise Get to the Forefront of Innovation

10:00am Networking, Refreshment, and Exhibition Break

11:30am Session to Session Travel Time

11:35am 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 VISIONARY INSIGHT– Game ChangingTechnologies on the Horizon

– FOLLOWED BY –

IDEA CENTER AND FORUM – Continuous Process Improvement in Customer Care

12:55pm 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.

2:05pm NETWORKING – Team Challenge #22:10pm Session to Session Travel Time

2:15pm CONCURRENT COLLABORATION ZONES - Roundtables

Roundtable sessions capture the power of all participants’ voices, insights andexperiences via group discussion and exploration of the issue at hand.Choose one of the following zones:

3:45pm Networking, Refreshment, and Exhibition Break

4:15pm SUCCESS STORY– Going Beyond Up Sell and Cross Sell: How the ContactCenter Can Drive Revenue through Deeper Customer Relationships

4:50pm Session to Session Travel Time

4:55pm 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 leadingsolutions providers – both intense and fulfilling.

( OR )EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM –The Nuances of NPS

6:15pm Four Truths and a Lie Networking Reception

6:15am Early Risers Run/Walk8:00am Continental Breakfast and Exhibition

8:45am Ice Breaker and KEYNOTE – The Secret Sauce: Empathetic and Engaged Agents

9:45am Frost & Sullivan Customer Contact Executive MindXchange AdvisoryBoard and Member Recognition


9:55am Ask the Experts! Panel Discussion:Finding Your Balance: How Deep Does Customer Engagement Really Need to Go?


11:20am CONCURRENT COLLABORATION ZONES - Peer Councils

Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.Choose one of the following zones:

12:15pm Food For Thought – Networking Roundtables Hosted by Industry Leaders

Practitioners 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.

1:30pm NETWORKING – Team Challenge #4


SATURDAY, APRIL 16, 2016

ARRIVAL DAY

SUNDAY, APRIL 17, 2016

NETWORKING DAY

MONDAY, APRIL 18, 2016

GENERAL SESSION AND EXHIBITION

Zone 1. Influencing Customer Personal DevelopmentZone 2. The Easy Button: How First Tennessee Bank Leverages Technolog to Reduce EffortZone 3. Personalizing Customer Engagement on Mobile Zone 4. Leverage Your Online Community (ies) to Improve the Customer ExperienceZone 5. Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers Zone 6. Customer Support as a Competitive Weapon in a Connected World

10:30am CONCURRENT COLLABORATION ZONES - Fireside ChatsFireside Chats are informal conversations that draw upon the experience andexpertise of the featured executive and/or use case. Choose one of the following zones:

Zone 1. So You Want To Know What Your Customers Want?Try AskingThem Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications:

Evaluations, KPIs and Speech Analytics Zone 3. Exploring the Possibilities: Incorporating VideoAgent Interaction into Your

Customer Experience Strategy Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in

Every Engagement Zone 5. The Customer of the Future: Are Your Readying for the Post-Millennial Generation? Zone 6. Who Takes Care of the Agents? Developing Contact Center Supervisors

into Influential Leaders

Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives Zone 2. Contact Center Optimization on a ShoestringZone 3. Customer Contact, Up in the CloudZone 4. B2B:The Unique Nature of Customer Service

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted tomaking new contacts and new friends. For all afternoon & evening orientations, the dresscode is business casual.

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

TUESDAY, APRIL 19, 2016

GENERAL SESSION AND EXHIBITION

Zone 1. Delivering Value to the Customer | Zone 2. Agent Strategy and Tech-Enablement | Zone 3. Channel Excellence

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. Omni Channel Customer Experience Strategy & Implementation | Zone 5. Millennials: Disruption and Opportunity | Zone 6. Contact Center Management Excellence


Schedule-at-a-g lance

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs1–17–111–21–114

1:40pm CONCURRENT COLLABORATION ZONES - ThinkTanks

ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”learning environment.Choose one of the following zones:


3:40pm CONCURRENT CASE HISTORIES and THE SOURCING CLINIC –Choose one of the following concurrent sessions OR participate in The Sourcing Clinic:

Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less

( OR )Actionable Application of Big Data

( OR )THE SOURCING CLINIC – The A-Zs of Transforming How You Deliver Customer Care


4:30pm 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:

5:30pm Concurrent Collaboration Zones Conclude5:45pm Beach Party Featuring The 12th Annual Customer Contact BEACH OLYMPICS

6:30am Early Risers Run/Walk8:15am Continental Breakfast and Exhibition9:00am Kickoff and KEYNOTE – At the Leading Edge of a Personal Customer Experience 10:00am CASE HISTORY –Chat with Your Customer: Real Time and Personal 10:30am Networking, Refreshment, and Exhibition Break11:00am THE FIX– Crowdsourcing Tactical Solutions to Our Most Vexing Challenges 12:00pm Best of the Best Ideas and Farewell Finale 12:30pm Content for the 12th Annual Customer Contact 2016, East:

A Frost & Sullivan Executive MindXchange Concludes

1:00pm DISNEY RESERVATION CONTACT CENTER SITE TOUR – Shuttle Check InLunch will be provided.

4:00pm Disney Reservation Center Site Tour Concludes

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.

#CCFrost

Join the Conversation...

Zone 1. Delivering Value to the Customer | Zone 2. Agent Strategy and Tech-Enablement | Zone 3. Channel Excellence Zone 4. Omni Channel Customer Experience Strategy & Implementation | Zone 5. Millennials: Disruption and Opportunity | Zone 6. Contact Center Management Excellence

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

Zone 1. Customer Experience Journey Mapping: How to Design an End-to-End Journey Zone 2. A New Approach to Employee Engagement and RetentionZone 3. Automated Customer Care with a Human Touch Zone 4. Measuring and Managing the Omni Channel Agent ExperienceZone 5. From 0 to Digital: Orchestrating Processes for Customer

Engagement Excellence

Zone 1. Walgreens: Making the Customer Journey PersonalZone 2. Employees & Pajamas: How and Why Home Agent Programs Work Zone 3. The Power of Natural VoiceTechnology: Creating a Truly Personalized Experience Zone 4. Designing an Omni Channel Approach to Self Service

WEDNESDAY, APRIL 20, 2016

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“TRAVEL READY WEDNESDAY!”

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.

Virtual EventsInterested in getting live and interactive high-quality content rightfrom your desktop? If so, then Frost & Sullivan’s complimentaryeBroadcasts are for you. By combining the immediacy of the webwith the impact of streaming audio, these one-hour, topic-specificseminars, allow participants to exchange real-world experienceswith senior-level executives and key industry analysts.

Additional eBroadcasts are being added on a regular basis. For Frost & Sullivan’s latest eBroadcast calendar, go to www.ebroadcast.frost.com

The Need for Speed: How Faster Application Development DrivesA Competitive AdvantageLearn how the right, model-driven application development platform canhelp your organization evolve at the high speed needed to overtake thecompetition.Available Now: www.frost.com/needforspeed

Delivering Superior Support in the Omni-channel World:Optimizing Engagement with Today’s Connected CustomerDiscover how to optimize your support practices to address today’s mobilecustomer and improve the overall customer experience while reducingsupport costs.Available Now: www.frost.com/engagement

Driving Call Center Performance with Support InteractionOptimizationSupport Interaction Optimization (SIO) is changing the way call centers andsupport organizations resolve complex issues and deliver Olympic-calibersupport.Available Now: www.frost.com/sio

Voice of the Customer: A New Era for Capturing Better Customer InsightsLearn how the right, model-driven application development platform can help your organization evolve at the high speed needed to overtake the competition.Available Now: www.frost.com/customerinsights

onDemand eBroadcasts:

Networking Act iv i t ies



5

© Disney

Expedition Epcot®Scavenger Hunt Team Challenge8:00am

Take networking to new heights as you meet and greetyour peers at this one-of-a-kind whirlwind scavenger huntthrough the countries of Epcot®. First team to locate allof the items required, and cross the finish line, will bringhome the prize! Lunch will be provided.Location: Meet in Convention Center LobbyParticipant Fee: $75

Sunday, April 17, 2016

Kilimanjaro Safari®Expedition with Backstage Access &Networking Challenge8:30am

Take a journey to find out what happens behind-the-scenesat Disney's Animal Kingdom®Theme Park! The highlight of this tour will be a Kilimanjaro Safari® Expedition acrossthe lush African savanna. Please note, cameras are notpermitted backstage, but welcome on the KilimanjaroSafari® Expedition. Lunch will be provided.Location: Meet in Convention Center LobbyParticipant Fee: $75

This end-user/participant activity is youropportunity to identify right out of the gatethose peers who share similar challenges toyour own and those who have thoughtleadership you can benefit from.

Anchors Away Kickoff Reception7:30pm

Meet and greet your fellow peers andcolleagues while enjoying a little C&C,conversation & cocktails!

Hosted by:

© Disney

Hosted by:

Participant Meet ‘n’ Greet6:45pm

Hosted by:

Networking Act iv i t ies



6

Four Truths and a LieNetworking Reception6:15pm

Enjoy playing detective, while deciphering the truthsfrom the lies! Guess correctly and you will beentered to win a fantastic prize.

Monday, April 18, 2016

Early RisersRun/Walk6:15am

Calling all walkers, joggers and runners! Lace up yoursneakers and get your endorphins flowing with a littleexercise. It's the perfect start to a great day of content and networking!

Hors d’oeuvres, buffet dinner and just plain BeachOlympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout thenight and our top teams will be draped in Gold, Silver & Bronze!

Beach Party Featuring the 12th AnnualCustomer ContactBeach Olympics5:45pm

Tuesday, April 19, 2016

Wednesday, April 20, 2016

Early RisersRun/Walk6:30am

Calling all walkers, joggers and runners! Lace up yoursneakers and get your endorphins flowing with a littleexercise. It's the perfect start to a great day of content and networking!

Disney ReservationContact CenterSite Tour1:00pm

The Disney Destinations Call Center is the epicenter ofcustomer service and reservations for all Disney destinationproperties including Disney World Resorts and Disney WorldDining. The center handles an impressive volume of 13million calls annually and whether through a phone call, anemail, a web chat or even a letter, they help guests createmagical memories that last a lifetime.

Agenda

7:00pm Suggested Arrival TimeArrive Saturday to participate in Sunday's Networking Activity

Take networking to new heights as you meet and greet your peers at this one-of-a-kind whirlwind scavenger hunt through the countries of Epcot®. First team to locate all of the items required, and cross the finish line, will bring home the prize! Lunch will be provided.Participant Fee: $75

8:30am Kilimanjaro Safari® Expedition with BackstageAccess & Networking Challenge - Check In: Meet in Hotel LobbyTake a journey to find out what happens behind-the scenes at Disney's Animal Kingdom®Theme Park! The highlight of this tour will be a Kilimanjaro Safari®Expedition across the lush African savanna. Please note, cameras are not permitted backstage, but welcome on the Kilimanjaro Safari® Expedition. Lunch will be provided.Participant Fee: $75

3:30pm Sponsor ROI Workshop5:00pm Sponsor Registration & Orientation Reception6:00pm Speaker & Thought Leader Orientation

An essential meeting for speakers, facilitators and confirmed thought leaders to preview the event, highlight your roles and network with fellow peers.

6:45pm Participant Meet ‘n’ GreetThis end-user/practitioner networking activity is your opportunity to identify – right out of the gate – those peers who share challenges similar to your own. It’s a great way to find participants who have thought leadership you canbenefit from and facilitate later dialogues throughout the event.

7:30pm Anchors Away Kickoff Reception Meet and greet your fellow peers and colleagues while enjoying a little C&C, conversation & cocktails!

7:30am Registration, Continental Breakfast, and Exhibition

Welcome and KEYNOTE8:15am Engaging with the Consumer of the Future: The

Next Wave of Innovation

Brian David JohnsonFuturist in Residence, Center for Science and the ImaginationArizona State University

The future isn’t an accident. The future is built everyday by the actions of people, organizationsand corporations. But how do we build the future? What are the actionable steps we can taketoday to imagine, model, communicate and build these visions? In his talk Johnson will exploreover-arching trends and even some wild ideas that will impact industry and the human race.

9:10am NAVIGATING CUSTOMER CONTACT 2016, EAST


CASE HISTORY9:30am Reimagining Customer Engagement: How One

Contact Center Helped the Enterprise Get to the Forefront of Innovation

Marton JojarthVice President, Customer SuccessEquinix


CONCURRENT COLLABORATION ZONES – Fireside Chats 10:30am Fireside chats are informal conversations that draw upon the experience and

expertise of the featured executive.


Zone 1. Influencing Customer Personal Development

MODERATOR:Jeff FoleyDirector of Product Marketing for Customer Service ApplicationsPegasystems

As customer expectations rise, it’s no longer enough to have a 360 degree view of yourcustomer. You need to show customers you’re doing something with their information: a timelyoffer, a relevant reminder, or a head start by anticipating an issue. We’ll discuss how topersonalize interactions by effectively incorporating what you already know about yourcustomers, so you can meet their needs consistently, accurately, and efficiently.

Key Take-Aways:

g Examples of how to inform customer interactions with business rules and predictive analyticsg Insights into “Next Best Action” benefits and which metrics can capture them g Strategies for how to leverage your own data to personalize your customer journeys

SATURDAY, APRIL 17, 2016

ARRIVAL DAY

SUNDAY, APRIL 17, 2016

NETWORKING DAY

8:00am Expedition Epcot® Scavenger Hunt Team Challenge -Check In: Meet in Hotel Lobby

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making newcontacts and new friends. For all afternoon & evening orientations, the dress code is business casual.

Join the Discussion: www.frost.com/linkedincc SATURDAY, APRIL 17 – MONDAY, APRIL 18, 2016

Attire Recommendations Key:

Casual - Jeans, T-shirt,Comfortable Shoes

Beach Chic - Cargo or BermudaShorts, Sundress, Flip-Flops

Business Casual - Button-Down Shirt,Trousers, Dress

Athletic Gear - WorkoutClothing, Sneakers

Hosted by:

Hosted by:

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs 7

Hosted by:

MONDAY, APRIL 18, 2016

GENERAL SESSION & EXHIBITION

Registration Items Hosted by:

Featured DemonstrationHosted by:

Didn't get your badge at last night's reception? Make sure you're down in time forbreakfast and registration to get your event materials now! Already have your badge?Make sure you pick up your event packet and start networking bright and early!


CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize Your Agenda! Stay the course with one zone or bounce aroundto others. All collaboration zones are Power-Point free, participant-drivendiscussions featuring creative thinking and idea generation.

Zone 1. Delivering Value to the CustomerZone 2. Agent Strategy and Tech-EnablementZone 3. Channel ExcellenceZone 4. Omni Channel Customer Experience Strategy

& ImplementationZone 5. Millennials: Disruption and OpportunityZone 6. Contact Center Management Excellence

The Sourcing Clinic

Agenda

Zone 2. The Easy Button: How First Tennessee Bank LeveragesTechnology to Reduce Effort

FIRESIDE CHAT WITH: Norman RiddleDCIO - ET Retail, Digital and Ops SystemsFirst Tennessee Bank

Brian RamseyEnterprise Technology Manager - Call Center, Collections, ATM VisaDebit, Items Processing SystemsFirst Tennessee Bank

MODERATOR:Neil CraneDirector of Project StrategyCicero

Organizations that consistently deliver great service understand this important principle: you mustbe easy to work for as an employee and be easy to work with as a customer. In order to accomplishthis, these companies insist on meaningful insight into their operations in order to isolate processissues and then leverage technology to simplify work.

Join us for this interactive Q&A session and learn how First Tennessee Bank leverages technology toreduce both employee and customer effort.

Key Take-Aways:

g A case history on how First Tennessee Bank is eliminating service barriers and reducing effort

g Key findings in how reducing employee effort impacts engagement and the customer experience

g Tools and methods to measure effort

Zone 3. Personalizing Customer Engagement on Mobile

MODERATOR:Sophie Vu Vice President, MarketingSparkcentral

Did you know that effective mobile customer engagement strategies can significantly improvecustomer satisfaction and customer service agent productivity? For example, customers canconnect with a CSR via company-branded, in-app messaging from the convenience of theirmobile device. Organizations can then seamlessly connect these mobile identities with theircorresponding customer record to create a seamless and delightful customer experience.

Key Take-Aways:

g Proven ways to employ best practices for mobile customer engagement and communication g Learn how to create personalized experiences for mobile customers g Insight on how companies like yours are tackling mobile engagement

Zone 4. Leverage your Online Community(ies) to Improve the Customer Experience

The digital nature of customers continues to transform customer engagement. As consumerscontinue to self-serve and seek insights and perspectives from peers, the importance of socialcommunities has grown. Join us to learn best practices for improving the omni-channelcustomer experience and building stronger brand loyalty via their community. This interactivesession will address managing the customer experience holistically across touch points, takingcustomer engagement to the next level, and creating greater value from their resources.

Key Take-Aways:

g Best practices for reducing support calls by empowering customers to find solutions and solve problems with online community resources

g Guide to collecting and integrating customer feedback from communities as another point of interaction data

g Blueprint for facilitating customer interactions with their peers to find the product/service that best fits their needs

Zone 5. Text is the New Talk: Use Cases for Engaging Millennial-Minded Consumers

Research shows that Millennials, and those with a "Millennial Mindset," like self-service, butwould prefer text to execute tasks they have traditionally accomplished through an InteractiveVoice Response (IVR) system. It’s possible with Interactive Text Response (ITR). ITR usesNatural Language Understanding to enable people to engage in personalized, conversationaltext interactions with an automated system. Simply ask a question and get an answer. ITRcombines the 24/7 accessibility and cost reduction value proposition of IVR, but without theheadache. Join us to understand the concept, the technologies needed to execute, and use casesfor ITR.

Key Take-Aways:

g Guide to the latest trends in customer service and self-service g Examples of who and what can benefit from Interactive Text Response g Best practices for contact center integration

Zone 6. Customer Support as a Competitive Weapon in a Connected World

11:30am Session to Session Travel Time

Join the Discussion: www.frost.com/linkedincc MONDAY, APRIL 18, 2016






Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccs8

Monday 6:15pm

FOUR TRUTHS AND A LIENETWORKING RECEPTION

Enjoy playing detective, whiledeciphering the truths fromthe lies! Guess correctly andyou will be entered to win afantastic prize.

Agenda

CONCURRENT SESSIONS11:35am Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel Play the “wheel” to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading sponsors – both intense and fulfilling.

ORFROST & SULLIVAN VISIONARY INSIGHT –Game Changing Technologies on the Horizon

Stephen LoyndGlobal Program DirectorDigital Transformation Group, Customer ContactFrost & Sullivan

What is on the technology horizon for Customer Engagement as it undergoes its own form ofDigital Transformation? What should organizations consider that they may not know is coming?Enterprises and vendors alike have much to consider in 2016.

This session will be examining themes such as:g The role of exponential technology in Customer Engagementg How intelligence is increasing the effectiveness of tools such as messaging apps g How advanced sensors, imaging, and gamification will help deliver immersive customer

experiences going forward

Key Take-Aways:

g What's the next thing in Customer Engagement? What's visionary? g What is beyond the Internet of Things? g How should companies be repositioning for the future?

– FOLLOWED BY –IDEA CENTER AND FORUM – Continuous Process Improvement in Customer CareMODERATOR:Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

PANELISTS INCLUDE:Tonya BeresContact Center ManagerUSA Gov, Office of Citizen Services and Innovative Technologies,General Services Administration

Carolyne Matseshe-CrawfordVice President, Global Customer Experience Services Orbitz Worldwide

Clint Morley Vice President, Customer ServicesDiscover Financial Services

Where can you gain the greatest leverage to improve contact center operations? What shouldyou have on your 2016-17 strategic plans for your contact center? How will you continue todeliver great service and results and keep the CFO happy? Finding ways to continuouslyimprove processes is critical to long term success in any contact center.

Key Take-Aways:

g Examples of new and creative approaches to agent trainingg Best practices for agent knowledge base or on line handbook g Tools to provide internal and cross departmental feedback when things go awryg Insight on moving beyond email communications with agents

12:55pm Food for Thought – Networking Roundtables Hostedby Industry Leaders Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.



CONCURRENT COLLABORATION ZONES – Roundtables 2:15pm Roundtable sessions capture the power of all participants’ voices, insights and

experiences via group discussion and exploration of the issues at hand.

Choose one of the following zones:Zone 1. So You Want To Know What Your Customers Want?

Try Asking Them!

FACILITATOR:Cary CusumanoSenior Consultant, Customer Experience StrategyVerizon Enterprise Solutions

Most organizations have well-established and even robust Voice of the Customer (VOC)programs, but are they built to discern why a customer responded negatively? Find out how youcan capture and quantify the importance of key service attributes to your customers’ journeys.

Key Take-Aways:

g Techniques for digging deeper into customer expectations g Proven methods to build solutions that meet and exceed expectations g Insight on why no news is NOT good news when it comes to VOC

Zone 2. Cutting-Edge Techniques for Enhancing the Quality of Agent Communications: Evaluations, KPIs and Speech Analytics

FACILITATOR:John CrayVice President, Product ManagementEnghouse Interactive

The demands on voice interactions continue to increase and are more complex than everbefore. To ensure top-notch service, it’s vital to provide real-time speech analytics, automateagent evaluations, and measure the results. Join us to learn how you can optimize everyinteraction using a seamless, user-friendly agent desktop that enables direct access to qualitymanagement recordings and contact center data in a flash.

Key Take-Aways:

g Best practices for leveraging real-time speech analytics to ensure quality and boost agent satisfaction and retention

g Approaches to identify and adjust metrics to evaluate agents and improve efficiency g Tools to equip agents for successful interactions, with quick access to context and quality

management recordings, and the ability to generate screen pops—all in one easy-to-navigate agent desktop

Zone 3. Exploring the Possibilities: Incorporating VideoAgent Interaction into Your Customer Experience Strategy

FACILITATOR: Amit ShankardassExecutive Vice President, Marketing EWAPTeleperformance

Instructional videos have long been part of the self-help equation. But interactive video (liveagent, video chat or kiosks) now has the potential of becoming mainstream with theproliferation of smart devices. In this interactive session, we will discuss whether video shouldbe a part of your customer experience strategy, when is the right time to offer it, where itmight fit, and how to best provision this service.

Key Take-Aways:

g Fact-based insights on customer preferences for video g Best practices for the development and deployment of a video solutiong Insights into good applications of video supportg Tips and tricks for creating the business case (ROI)g Case study: Deploying a video agent solution








Hosted by:

#CCFrost


Agenda

Zone 4. Seizing The Micro Moment: Optimizing Customer Experience and Support in Every Engagement FACILITATOR: Ross HaskellSenior Director of ProductsLogMeIn

Today’s customer journey consists of millions of intent-driven moments of decision-making andpreference shaping that occurs instantaneously. In these micro-moments, consumers are usingmultiple devices and channels to engage with companies. In fact, 20% of customers use sixdifferent channels for support alone. As a result, organizations need to build a seamlessexperience for their customers across channels and throughout the entire customer journey.

Key Take-Aways:

g Best practices on how to provide personalized, human support in a digital world g Understanding the value of technology in meeting customers “where they are” g Proven ways to deliver best-in-class experiences to increase customer retention, satisfaction

and engagement in a omni-channel world

Zone 5. The Customer of the Future: Are You Readying for the Post-Millennial Generation?

FACILITATOR:Kathy SobusDirector, Customer Experience ConsultingSPS

Think about the demographics in ten years when the overwhelming majority of the populationwill be Baby Boomers and GenZer’s. How do we prepare for this dichotomy, as both groupswill represent our customer base as well as our workforce? Join us to discuss how the race ison in embracing the technologies today that will support long term visions of caring for thesetwo exclusive groups.

Key Take-Aways:

g Insights on the communication and customer experience expectations of these two groups, largely shaped by innovation today

g Fresh perspectives that will allow you to guide your long term strategy to meet the needs of GenZer’s and Baby Boomers and how careful planning will be an enabler of meeting these requirements

g Best practices and techniques that can be deployed today in your organization in order to prepare for the future

Zone 6. Who Takes Care of the Agents? Developing Contact Center Supervisors into Influential LeadersFACILITATOR: Mike MarrowChief Executive OfficerQualfon

Everyone talks about caring for customers, but who is caring for agents? Exceptional customerexperiences are predicated upon strong relationships between agents and contact centersupervisors at the point of service. So, how can companies develop these supervisors intoleaders who build high-quality relationships with agents? In this roundtable session, we exploresupervisor best practices and discuss how to develop supervisors to become messengers,managers and mentors and subsequently drive superior experiences and key business metrics.

Key Take-Aways:

g Research on the significance of the contact center supervisorg Critical factors and obstacles to their successg Insights in the benefits of having leadership at the point of serviceg Best practices for developing supervisors into leaders

3:45pm Networking, Refreshment and Exhibition Break

SUCCESS STORY 4:10pm Going Beyond Up Sell and Cross Sell: How the

Contact Center Can Drive Revenue through Deeper Customer Relationships


CONCURRENT SESSIONS4:55pm Choose one of the following concurrent sessions:

INTERACTIVE – Solutions Wheel Play the “wheel” to find out which of the industry's products and services willhelp you solve your challenges. It is a series of rapid fire, one-on-one meetingswith leading sponsors – both intense and fulfilling.

OR

EXECUTIVE INSIGHT AND PARTICIPANT BRAINSTORM –The Nuance of NPS

Gregg BrooksSenior Director, Global Customer Operations, North and Latin AmericaHotels.com

Marty KaufmanVice President of Customer ExperienceWeddingWire

If you’ve ever been handed an NPS target that feels numerically impossible and outside yourcontrol, you’re not alone. Come hear lessons learned from NPS turnarounds and how to applythese to your organization.

Key Take-Aways:

g Lessons learned from both successes and failuresg Guidelines for simplifying the complexity and nuance of NPS into clear and compelling

calls for actiong Blueprint for investing your dollars and time wisely

6:15pm Four Truths and a Lie Networking ReceptionEnjoy playing detective, while deciphering the truths from the lies! Guess correctly and you will be entered to win a fantastic prize.









10

Tuesday – 6:15am Wednesday – 6:30am

EARLY RISERS RUN/WALK

Calling all walkers, joggers and runners!Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking!

REMINDERSET YOUR ALARM!

Agenda

6:15am Early Risers Run/WalkCalling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day ofcontent and networking!

8:00am Continental Breakfast and Exhibition

Ice Breaker and KEYNOTE8:45am The Secret Sauce: Empathetic and Engaged Agents

Jeffrey VanDeVeldeSenior Vice President, Director of Client Insights and Experience SunTrust Bank

With more and more interactions happening digitally, it puts more and more pressure oncompanies to deliver a memorable experience to people when they interact with a human.Research still suggests that consumers are putting high value on human experience even though they are happening less often. These experiences have the opportunity to create greaterloyalty and advocacy among certain target audiences. Great brands are architecting theseexperiences by finding the right people, inspiring them to be great, equipping them with theskills and tools and managing them in a way that gives the person the flexibility to deliver apersonalized experience.

Key Take-Aways:g Best practices on how to find and use your companies’ purpose as the foundation for

your human experience strategy g Proven ways on how to identify the right talent and immerse them into your culture g Insight on how to sell the concept to the C-suite

9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory Board and Member Recognition


ASK THE EXPERTS! Panel Discussion 9:55am Finding Your Balance: How Deep Does Customer

Engagement Really Need to Go?

MODERATOR:Steve EllisSenior Director, Customer CareEyeMed

PANELISTS INCLUDE:Gregg BrooksSenior Director, Global Customer Operations, North and Latin AmericaHotels.com

Mary Ann MonroeDirector, Customer ExperienceUSA Gov, Office of Citizen Services and Innovative Technologies,General Services Administration

Clint Morley Vice President, Customer ServicesDiscover Financial Services

Jeffrey VanDeVeldeSenior Vice President, Director of Client Insights and ExperienceSunTrust Bank

What is the right mix of investment in voice of the customer and focus on running thebusiness? What is the right mix of customer engagement analysis, understanding what yourcustomer’s want, how well you are doing against these needs and the competition? How are theright benchmarks for you and your industry?

Key Take-Aways:g Insight on understanding the methods available to gather voice of the customer feedbackg Best practices on recognizing advantages and disadvantages to collecting this feedbackg Proven ways on cross channel interaction and measurement techniquesg Techniques on learning how to turn customer insights into action


CONCURRENT COLLABORATION ZONES – Peer Councils 11:20am Peer Council sessions are participant-driven discussions focusing on your key

challenges and concerns.


Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives

Zone 2. Contact Center Optimization on a Shoestring

Zone 3. Customer Contact, Up in the Cloud

MODERATOR:

Steve EllisSenior Director, Customer CareEyeMed

Should you move any of your call center solutions to the cloud? What are the risks andadvantages? What services are suited for the cloud and what should be maintained on premise?

Key Take-Aways:

g In depth look into the range of cloud based call center solutions available g Insight on the advantages and disadvantages to cloud based servicesg Proven ways to enroll your IT partners in the cloud vs. premise based solution

Zone 4. B2B: The Unique Nature of Customer Service

12:15pm Food for Thought – Networking Roundtables Hosted by Industry Leaders Practitioners and sponsors host a menu of luncheon discussions on pertinent industry issues. Dine and dish with industry experts. The list of discussion topics will be available on-site.



Join the Discussion: www.frost.com/linkedincc TUESDAY, APRIL 19, 2016







TUESDAY, APRIL 19, 2016




Hosted by:

Hors d’oeuvres, buffet dinner andjust plain Beach Olympics fun! Gearup for a night of Olympic games onthe beach! Dinner will be servedthroughout the night and our topteams will be draped in Gold, Silver& Bronze!

BEACH PARTY FEATURING THE 12TH ANNUAL CUSTOMER CONTACT

BEACH OLYMPICS

Tuesday 5:45pm

Agenda

CONCURRENT COLLABORATION ZONES –ThinkTanks 1:40pm ThinkTank sessions employ interactive team exercises in a “roll up your sleeves”

learning environment.


Zone 1. Customer Experience Journey Mapping:How to Design an End-to-End Journey

CO-FACILITATORS:

Joe BuggyChief Strategist and Senior Vice President, CustomerLifecycle ManagementSutherland Global Services

Andrew SwartzResearch Director, Sutherland LabsSutherland Global Services

This interactive session uses practical examples, hands-on activities, and your own stories toconsider how to organize and conduct journey mapping in your own organizations. It willinclude the realities of how to “sell” journey mapping within your own organization, how tocollect data, and how to present it so that the findings will have a real impact.

Key Take-Aways:g Practical advice about how to “sell” the benefits of journey mapping internally g A step-by-step understanding of how to organize and run a journey mapping exercise g Answers to common questions about journey mapping

Zone 2. A New Approach to Employee Engagement and Retention

FACILITATOR:

Steve MuiseVice President, Employee Experience24-7 Intouch

It is a common misconception that incentives in the workplace drive employee engagement.Motivational dynamics change dramatically depending on a number of workplace and employeefactors. How do you know which drivers have the biggest impact on employee engagement?Join us to learn key strategies that will help you identify and create meaningful connections andhow to measure these touchpoints to understand the voice of the employee and their overall happiness.

Key Take-Aways:g Guide to defining employee engagement versus employee experience g Success factors for engaging and retaining employees at every level or tenure in

the organizationg Techniques to measure actual engagement rather than self-perceived experience

Zone 3. Automated Customer Care with a Human Touch

FACILITATOR:

Stephanie GardnerSenior Marketing ManagerInteractions

Research shows that 50% of consumers start their customer service journey by interactingwith an interactive voice response system (IVRs), but 83% of those people ultimately ended upspeaking with a live agent. Is there a more efficient journey consumers should take? JoinInteractions in this ThinkTank session to gain insight on alternative IVR solutions and servicesand how they differ from traditional IVRs.

Key Take-Aways:g Learning’s from a recent study conducted by the Center for Research on the

Information Society, on consumer attitudes and experiences on customer service interfaces

g Insight on how utilizing a conversational virtual assistant can help organizations in all industries

g Understanding the importance of customer service satisfaction and how improvements in services will ensure company loyalty

Zone 4. Measuring and Managing the Omni-Channel Agent Experience

FACILITATOR: Rob McDougallChief Executive OfficerUpstream Works

Multichannel is not omni-channel. Successful strategies for dealing with phone interactions haveevolved over 3 decades, but many organizations do not have the ability to provide similarcontrol over new media channels such as email, chat or SMS. Key to an omni-channel strategy isto be able to provide consistency for all interactions types, and that consistency starts at howyou measure and manage your agents internally who are providing your assisted service.

Key Take-Aways:g Insight on the key elements of an omni-channel strategy that simplify managementg Best practices for measuring performance consistently across channels g Guide to future proof your management toolkit for new channels

Zone 5. From 0 to Digital: Orchestrating Processes for Customer Engagement Excellence

FACILITATOR:

Jennifer McGrathGlobal Industry and Influencer EngagementConcentrix


CONCURRENT CASE HISTORIES andTHE SOURCING CLINIC 3:40pm Choose one of the following concurrent sessions

OR participate in The Sourcing Clinic:Perfecting the Elevator Pitch, or How to Capture the Ear of Your C-Suite in 60 Seconds or Less

ORActionable Applications of Big DataORTHE SOURCING CLINIC- The A-Zs of Transforming How You Deliver Customer CareCO-FACILITATORS: Michael DeSallesPrincipal Analyst, Customer ContactFrost & Sullivan

Stephen LoyndGlobal Program Director, Customer ContactFrost & Sullivan

Whether a novice or seasoned expert at outsourcing customer management, we know youface an array of questions. How risky or prudent are various onshore, offshore, and near shorestrategies?. Can outsourcers meet the needs of today’s omni-channel consumer? Can serviceproviders give you access to educated, ethical, service-oriented, bicultural and bilingual talent ata reasonable price?

Key Take-Aways:

g Guide to strategies involved in deciding what to outsource, when to do it, and whereg Insight on why outsourcers are choosing to locate in specific nearshore geographies g “On the ground” insights from experienced service providers and well-traveled

industry analysts g Guide to understanding why certain care activities are best serviced from specific

locations (India and the Philippines, for example) g Examples of real-world successful deployments and expanded engagements


Join the Discussion: www.frost.com/linkedincc TUESDAY, APRIL 19, 2016








12

Agenda

CONCURRENT COLLABORATION ZONES – Best Practices 4:30pm 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.


Zone 1. Walgreens: Making the Customer Journey Personal

CO-FACILITATORS:Ted Hunting Senior Director, North America and Asia Pacific Marketing and Global Demand GenerationGenesys

Troy MillsDivisional Vice President, Customer Care OperationsWalgreens

Walgreens provides excellent customer experiences by expanding upon the customer journeyto leverage new digital channels and personalize their customer’s journey. As we envision thefuture of customer experience, we should look to the personalized service of the past and whobetter to show us than Walgreens after 114 years and 8,200 stores. Join us as we share tips,lessons learned and best practices that strengthen CX using the omni-channel experience as afoundation.

Key Take-Aways:

g How to establish an omni-channel vision, preparing for the NextGen CX g Benefits of making your customers’ journey personalg Understand the role employee engagement plays in driving better experiencesg Embrace best practices for new digital channels

Zone 2. Employees & Pajamas: How and Why Home AgentPrograms Work

Jim SpeidelVice President, Business DevelopmentAlorica

Companies frequently struggle with overstaffing, peak needs, seasonal volumes, and managingcomplexities of part-time schedules. This session will provide a blueprint for how to overcomethese challenges through work-at-home agent solutions.

Key Take-Aways:

g Explore ways to achieve greater flexibility with better quality, reliability and value g Findings on how to attract a large pool of quality agents, regardless of geography g Case studies of effective and cost-efficient home agent staffing

Zone 3. The Power of Natural VoiceTechnology: Creating a Truly Personalized Experience

FACILITATOR:

Steve ProdgerSenior Vice President, SalesSmart Action

Every customer has his or her own history, agenda, and outlook, and companies ought to treatthem as such: individuals, rather than faces in the crowd. In this interactive session, we willdiscuss how to personalize, and therefore enhance, every customer experience in the voicechannel using Artificial Intelligence inspired Natural Voice Technology.

Key Take-Aways:g Insight into what a personalized experience truly looks and sounds like g Natural voice technology tools and best practices for using them g Examples of personalization in the voice channel through the use of

Artificial Intelligenceg Techniques for providing a seamless and personalized conversation to create stickiness

with your customers

Zone 4. Designing an Omni-Channel Approach to Self Service

5:30pm Concurrent Collaboration Zones Conclude

5:45pm Beach Party Featuring the 12th Annual Customer Contact Beach Olympics Hors d’oeuvres, buffet dinner and just plain Beach Olympics fun! Gear up for a night of Olympic games on the beach! Dinner will be served throughout thenight and our top teams will be draped in Gold, Silver & Bronze!

Feel free to come down in your most comfortable travel wear so you can check out early, storeyour bags, and ensure a stress-free day.

6:30am Early Risers Run/WalkCalling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day ofcontent and networking!

8:15am Continental Breakfast and Exhibition

Kickoff and KEYNOTE 9:00am At the Leading Edge of a Personal Customer Experience

CASE HISTORY10:00am Chat With Your Customer: Real Time and Personal


11:00am Crowdsourcing Tactical Solutions to our Most Vexing Challenges

12:00pm Best of the Best Ideas and Farewell Finale

12:30pm Content for the 12th Annual Customer Contact 2016, East: A Frost & Sullivan Executive MindXchange Concludes

1:00pm DISNEY RESERVATION CONTACT CENTER SITE TOUR – Check In The Disney Destinations Call Center is the epicenter of customer service and reservations for all Disney destination properties including Disney World Resorts and Disney World Dining. The center handles an impressive volume of 13 million calls annually and whether through a phone call, an email, a web chat or even a letter, they help guests create magical memories that last a lifetime. Lunch will be provided.

4:00pm Disney Reservation Center Site Tour Concludes

Join the Discussion: www.frost.com/linkedincc TUESDAY, APRIL 19, 2016 - WEDNESDAY, APRIL 20, 2016







WEDNESDAY, APRIL 20, 2016



#CCFrost


‘‘Travel Ready Wednesday’’

SponsorsJoin Our Customer Contact LinkedIn Community www.frost.com/linkedincc

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.www.24-7intouch.com

Alorica is a worldwide leading provider of customermanagement outsourcing solutions spanning the entirecustomer lifecycle. With customer care, sales, andtechnical support along with logistics and fulfillment,

Alorica offers a seamless customer experience across all service channels. Alorica’sproven industry experience and know-how provide insanely great customer experienceswww.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 process analytics and automationsolutions that help organizations isolate process issuesand automate employee tasks in the contact center and

back office. By realizing and removing the barriers to productivity, customers such asNationwide and UBS use Cicero solutions to build enterprise value by improvingperformance, reducing cost, and transforming the employee and customer experience. www.ciceroinc.com

Concentrix, a wholly owned subsidiary of SYNNEXCorporation, is a global business services company focusedon process optimization, customer engagement strategy,

technology innovation, and ecosystem performance. Our holistic approach to customerengagement, deep domain expertise, and process innovation enable us to deliver unique,transformational solutions for our clients.www.concentrix.com

Enghouse Interactive delivers technology and expertiseto maximize the value of every customer interaction toover 10,000 companies. The company develops acomprehensive portfolio of customer interaction

management solutions. Core technologies include contact center, attendant console,predictive outbound dialer, knowledge management, IVR and call recording solutionsthat support any telephony environment, on premise or in the cloud.www.enghouseinteractive.com

Five9 is a leading provider of cloud contact center software,bringing the power of the cloud to thousands of customers andfacilitating more than three billion customer interactions annually.Since 2001, Five9 has led the cloud revolution in contact centers,

helping organizations of every size transition from premise-based solutions to the cloudwww.five9.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

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 automatedvoice solution that leverages an unprecedented level of

understanding–enabling a productive two-way dialogue, quick responses to customerrequests, and a natural and easy way to communicate. Follow us on [email protected]

iQor is a global provider of business process outsourcing andproduct support services. We partner with many of the world’sbest-known brands to deliver customer support and

aftermarket product solutions that span the consumer value chain, from customer careand receivables management to product diagnostics and repair services.www.iqor.com

LogMeIn’s customer engagement solutions give companiesnew ways to reach and support today’s connected customer.Their live chat, multichannel and remote support solutions,

BoldChat and Rescue, provide a better overall customer experience, improveconversions, build loyalty and boost CSAT like never before.BoldChat.com | LogMeInRescue.com

Pegasystems develops strategic applications for sales,marketing, service and operations. Pega’s applicationsstreamline critical business operations, connect enterprisesto their customers seamlessly in real-time across channels,

and adapt to meet rapidly changing requirements. Pega’s Global 2000 customers includemany of world’s most sophisticated and successful enterprises. www.pega.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

We make a phone call effortless. Our IntelligentVoice Automation (IVA®), a cloud-based artificialintelligence platform, provides 100% natural

language voice self-service, which allows callers to easily complete requests without theuse of a Live Agent. In turn, we help companies provide an effortless customerexperience while reducing operating costs.www.smartaction.com

A Business Services Company

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs

Qualfon is a business process outsourcing company and a provider of contact center services. Qualfon's success dates backto 1995 and spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., and the Philippines. With industry-leadingretention rates, Qualfon's employees stay longer-providing you high-quality services at a lower price.www.qualfon.com

STRATEGIC PARTNER

14

SponsorsJoin Our Customer Contact LinkedIn Community www.frost.com/linkedincc

In an era of empowered, hyperconnectedcustomers, Sparkcentral is the only CRMplatform for enterprises that unifies social,

mobile, cloud and contextual data to proactively deliver personalized and engagingcustomer experiences. Customer service teams use our software to efficiently handlelarge amounts of customer inquiries in a fast and structured manner. Let's reimagine thefuture of customer experience together.www.sparkcentral.com

Strategic Products and Services (SPS) is a global,multi-vendor systems integrator for unified

communications (UC), including voice, video conferencing, collaboration, and contactcenter, with cloud and mobility deployment options. We are differentiated by ourdocumented and repeatable processes and expert staff, who combine deep knowledgewith broad competencies and certifications.www.spscom.com

Support.com, Inc. (NASDAQ: SPRT) is aleading provider of cloud-based software and

services for technology support, including the Nexus® Support InteractionOptimization (SIO) solution that enables companies to boost agent productivity,dramatically improve the customer experience and more quickly resolve complextechnology support issues.www.support.com

Sutherland Global Services is a multi-nationaltechnology-enabled BPO services companyproviding integrated Platform-based and Analyticsenabled business-cycle support solutions. By

integrating highly trained people with state-of-the-art technology and proven businessmethodologies, Sutherland collaborates with clients to help them excel in their industryand maximize their customers’ lifetime value.www.sutherlandglobal.com

Teleperformance, the worldwide leader in outsourced multichannel customerexperience management, serves companies

around the world with customer care, technical support, customer acquisition, debtcollections and back office programs. Teleperformance operates more than 135,000computerized workstations, with 182,000 employees across more than 270 contactcenters in 62 countries.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 satisfactionand productivity.www.upstreamworks.com

Verint® is a global leader in Actionable Intelligence®solutions. Our portfolio includes Customer EngagementOptimization software and services that capitalize on

solutions from KANA®, A Verint Company to help organizations enrich customerinteractions across communications channels, optimize their workforces, and improve business processes.www.verint.com

Verizon Enterprise Solutions creates global connectionsthat generate growth, drive business innovation andmove society forward. With industry-specific solutionsand a full range of global wholesale offerings providedover the company’s secure mobility, cloud, strategicnetworking and advanced communications platforms,

Verizon Enterprise Solutions helps open new opportunities around the world forinnovation, investment and business transformation.www.verizon.com

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccs 15

NOTE: Frost & Sullivan makes every effort to collect and ensure the quality of individual session chronicles; 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 is made, there is no guarantee that notes for each and every session will be submitted as requested.

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Get Your Hands on theExecutive MindXchangeChronicles:

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SPS Integrate. Collaborate. Accelerate.

PRICING: The all new Executive MindXchange Chronicles are now available forpurchase. Event participants will receive savings of over 50%.

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FOR MORE INFORMATION, CONTACT: Matthew McSweegan @ 516.255.3812 or email: [email protected]

Registrat ion

VENUE INFORMATION Disney’s Grand Floridian Resort & Spa 4401 Floridian WayLake Buena Vista, Florida 32830-8451Tel: (407) 824-3000

We suggest you arrive Saturday, April 16th. 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.

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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 originally registered. 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

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12th Annual Customer Contact 2016, East:

Schedule a One-On-One Growth Strategy Dialogue

APRIL 17 - 20, 2016 | DISNEY’S GRAND FLORIDIAN RESORT & SPA | LAKE BUENA VISTA, FL

Participation Package includes:

1. Complete access to our Customer Contact Executive MindXchange, including all keynotes,interactive collaboration zones 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 Frost & Sullivan's Customer Contact, invitation-only LinkedIn Community;available only to event participants and other selected VIP companies

7. Preferred pricing on the Executive MindXchange Chronicles; a collection of notes of the entire Executive MindXchange

8. Access to on-site, post-event Custom Team Training; available by reservation

9. New Connections, New Friendships, New relationships

1-11-16

A Growth Strategy Dialogue (GSD) is a customized session for Senior Executives facilitated by a Frost & Sullivan growth strategy 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.

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A real Golden Nugget that continues to add value post-event!As a thorough and focused set of notes, the Customer Contact2016, 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 2016, East Executive MindXchange Chronicles

$3520

(Inclusive of: Event Registration, Executive MindXchange Chronicles, Choice of Networking Activity, and Site Tour)

$2995

$75

$75$100$395

$995

(Inclusive of: General Session Registration ONLY)

($250 Savings)

$3240($150 Savings)(Inclusive of: Event Registration and Executive MindXchange Chronicles)

Subscribe to the Customer Contact eBulletinA Quarterly eBulletin From the Organizers of theCustomer Contact Executive MindXchange Series

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