November 5, 2019

8:20 AM  -  8:45 AM

Scott Kendrick, Vice President of Marketing will kick off LISTEN 2019 sharing 4 ways in which you can compete in the CX battleground with Velocity to Vision.

8:45 AM  -  9:00 AM

President & CEO Paul Bernard will share a view of CallMiner’s strategic direction and why your relationship with CallMiner is a “Partnership for Change” in our rapidly evolving industry where Customer Experience (CX) and Employee Experience (EX) are paramount.

9:00 AM  -  9:45 AM

In this session, Vice President of Product Strategy, Bruce McMahon will highlight the latest enhancements in the CallMiner Eureka platform and suite of applications, followed by a preview of incredible advancements to assist you in increasing your velocity to vision.​

10:00 AM  -  11:00 AM

Ross’ program is all about the DNA of what makes champions in sports so unique and how that relates to business. It’s based on a series of books he wrote in which he was able to interview more than 1,000 professional athletes and coaches that all had one thing in common — they were all members of championship teams. In his research he concluded that the same metrics and characteristics that were common among champions in sports, were also common among peak performers in business. There are reasons certain teams win consistently, whereas others don’t… and Ross will explain why.


11:00 AM  -  11:45 AM

In 2018 Comcast launched a sales-focused voice analytics platform built on CallMiner Eureka. Comcast has used this platform to drive Sales Agent productivity and effectiveness, and to develop insights on customers to support Comcast’s sales and marketing strategy. In this presentation, Marge Jackson, SVP of National Call Center Sales at Comcast will take the audience through Comcast’s strategy for Sales Voice Analytics, recent progress and success, and roadmap for the future.

4:50 PM  -  5:35 PM

Join this captivating keynote where we will look at the use of AI as it relates to the future of CallMiner, and how humans will interact with this benevolent technology. Understand the vision of AI research and how we are endeavoring to use AI to make our lives better.

The 2019 LISTEN Awards

Compass Rose

5:35 PM  -  5:50 PM

Join us to recognize the finalists and 2019’s esteemed winners of the LISTEN Awards for their contribution to significant business improvement in their organizations using intelligence from customer interactions.

November 6, 2019

8:30 AM  -  9:30 AM

Based on Micah’s much-awaited new title of the same name, Ignore Your Customers (And They’ll Go Away), Micah’s keynote will cover how to deliver five-star customer service and build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton Hotel Company (with whom Micah has collaborated on two bestselling books), Zappos, USAA Insurance, Starbucks, Nordstrom, and more.


9:30 AM  -  10:15 AM

CallMiner Founder and pioneer of the Speech Analytics Industry, Jeff Gallino will discuss how to compete effectively in an ever accelerating technological and business environment, through integrated ecosystems of specialized technology platforms.

4:20 PM  -  4:50 PM

Join us in the closing session for Listen 2019’s final thoughts, some acknowledgements & the Partner Passport Drawings.