November 5, 2019

12:45 PM  -  1:30 PM

Mike Small, Sitel Group’s CEO – Americas, discusses how Sitel is leveraging advanced analytics to deliver better customer experiences through better employee experiences at scale for their agents. Sitel’s 75,000 people deliver 3.5 million experiences daily for some of the world’s best-known brands.

1:30 PM  -  2:15 PM

Attend this executive session where Martin Hand, Chief Donor Officer at St. Jude Children’s Research Hospital will share how St. Jude is strategically placing donors at the center of the conversation across the enterprise. Learn how St. Jude is creating a Voice of the Donor total feedback loop, using donor direct feedback and ethnographic research to improve the business.

2:30 PM  -  3:15 PM

Russ Riley, Dell’s lead for Voice Analytics Program Management, will review Dell’s journey in their ever changing voice analytics ecosystem. Russ will discuss how they are using advanced techniques to go beyond the traditional data insights indicating what happened in the past to what potentially can happen in the future.

3:45 PM  -  4:30 PM

In this Executive session, SiriusXM will share how they are getting appropriate financial attribute for the results they are achieving with their interaction analytics program. This presentation will discuss:

  • Educating Finance on interaction analytics activity, results and correlated business impacts
  • Helping internal business partners understand how insight provided through interaction analytics can help them achieve their metrics more effectively
  • Sharing the stage with other stakeholders who are also leading changes that impact revenue within your organization

November 6, 2019

10:35 AM  -  11:20 AM

Great customer experiences, delivered with a personal touch win over and retain your customers, and translate into increased revenue for your company. As your contact center agents field harder work, the stakes go up. Getting these customer interactions right has a larger impact on customer retention. Yet, how do you deliver upon customer experiences when insights about your customers, your employees and your brand are locked in your contact center?

It’s time to rethink how to use the trove of data that your contact center collects to better understand your customers, your brand perception and your agents. This speech will highlight the economic importance of delivering great customer experiences and how the nature of work is changing in the contact center. You will learn why you should collect insights about your brand, customers and employees and act on them to better align with customer expectations.

11:20 AM  -  12:05 PM

“Do you wonder how to make a meaningful impact in your revenue or customer experiences? You’re not alone.

Join us for an insightful session with Jayson Yardley as he shares his perspective on using data, speech analytic and technology within the hospital revenue cycle industry to boost patient collections, provide anticipatory customer service and improve the patient financial experience and satisfaction on behalf of some of the largest hospitals in the U.S.


1:00 PM  -  1:45 PM

Tracy Wadsworth, Global Contact Center Architect, will share the ways Equifax is using advanced technology and analytics to improve the consumer experience, and the practical impacts this is having on the business. AI-fueled speech analytics is core to this vision. Equifax has incorporated CallMiner as a core part of their DNA and defined a roadmap to continue advancing and integrating their use of intelligence from customer interactions.

2:30 PM  -  3:15 PM

Join executives Chad Schott and Matt Zurcher from ANGI Home Services (HomeAdvisor, Angie’s List) to hear how they have applied analytics to improve sales effectiveness and are expanding their use case to leverage the CX Solution Pack in combination with their survey platform to gain more accurate insights for how they can improve and compete on Customer Experience.

3:15 PM  -  4:00 PM

This panel of senior executives from American First Finance, Colony Brands, and RDI Corporation will share how they are driving operational efficiencies within their organization leveraging the insights gained from interaction analytics.