Keynotes
Ross Bernstein
Inspirational Business Speaker &
Best-Selling Sports Author
Micah Solomon
Best-Selling CX Author,
Speaker & Consultant
Marge Jackson
Senior Vice President,
National Call Center Sales
Mike Small
CEO, Americas
Kate Leggett
VP, Principal Analyst
Richard Britt
VP, Artificial Intelligence
Jeff Gallino
CTO and Founder, CallMiner
Other Organizations Speaking at LISTEN 2019
Free Workshops & Industry Exchanges
Workshops
Setting Score Ranges Based on Your Data
API 101 for the Non-Technical User
Competent Correlative Analysis & Call Drivers
Driving Speech Analytics Adoption in Your Organization
Exchanges
Collections
Consumer Goods
& Services
Banking, Mortgage &
Other Financial Services
Utilities
Healthcare &
Patient Experience
Travel &
Hospitality
Technology &
Communications
Business Process
Outsources
Fun Stuff
Golf Event
Boating Adventure
Escape Room
Volunteer Activity
Parrot Head Party
Agenda at a Glance
Monday, November 4
9:00 AM
Workshops and Industry Exchanges
12:00 PM
Golf, Networking, Social and Volunteer Activities
6:00 PM
Welcome Reception / Meet the Sponsors
Tuesday, November 5
8:30 AM
Kickoff & Keynotes
11:00 AM
Breakout Sessions
4:00 PM
Keynotes
6:00 PM
Dinner & Parrot Head Party
Wednesday, November 6
8:45 AM
Keynotes
10:30 AM
Breakout Sessions
4:15 PM
Closing Remarks
Breakout Session Tracks
EXECUTIVE EXCHANGE
LISTEN 2019 will include a dedicated senior level executive track and executive exchanges with participation of leaders from various industries sharing best practices in uses of data and analytics, improving employee and customer engagement, and competing on customer experience.
Sponsored by: 
ANALYST / PROGRAM MANAGEMENT TRACK
Interaction Analytics Fundamentals
Sessions for program owners & analysts users who are relatively new to customer engagement analytics
Advanced Customer Engagement Analytics
Sessions for program owners & analyst users with more than a years worth of engagement analytics experience.
Expert User Track
Sessions designed for users who have mastered the engagement analytics platform and seeking the next level of insights and knowledge
DEMO TRACK & DEMO THEATER
CallMiner and its complimentary partners will host demonstrations of the latest technology and services in the Partner Pavilion, Demo Theater and in select session tracks during the conference.
Breakout Sessions
Fundamentals
Quick Wins: Achieving Results in the First 90 Days
Migrating from Manual to Automated Scorecards
Avoiding Call Center & Collections Compliance Pitfalls
Using Interaction Analytics to Drive Operational Efficiencies
Increasing Key Performance Indicators with Speech Analytics
Leveraging Analytics to Improve Customer & Patient Satisfaction
Rolling out Real-Time Automated Monitoring & Next Best Action
Understanding Customers & Taking Action in Near Real-Time
Driving Agent Engagement: Effective Coach Roll-Out
Advanced
Clone Behaviors to Accelerate Agent Onboarding & Performance
Speech Analytics Team Setup, Management, & Governance
Using Analytics Proactively
(to Manage Risk)
Using Voice Biometrics to Improve CX & Reduce Fraud
Measuring & Improving CX with Unsolicited Feedback
Using Existing Technology & the API to Reduce Time to ROI
Making Automated Scorecards More Conversational
Best Practices to Maximize System Performance & Efficiency
Expanding Your Speech Analytics Program to New Languages
Expert
Conducting Robust Data Analytics Outside of Analyze
Measuring Call Flow Efficiency to Accelerate Agent Proficiency
Leveraging Agile Methodologies in Speech Program Development
Applying AI & Machine Learning to Drive Velocity to Vision
Letting Your Data Lead – Using Feature Builder
Predicting Fraud & Identifying Phishing Scams
Harnessing your Data for ML – Steps to Success
Understanding Customer & Agent Emotion & Sentiment with AI
Speech Analytics Product Feedback Session
Executive
Find Your Voice! Winning on CX through EX
Putting Donors at the Center of Your Mission
Rev Up Bold Strategies to Boost Engagement & Anticipatory CX
Voice Transformation: From Call Auditing to Predictive CSAT
Go Forth and Share Your Data! Strategic Value of Contact Center
Advanced Tech to Drive Consumer Exp. & Confidence
Competing on CX with Insight from Your Contact Center
Connecting Interaction Analytics Initiatives to Revenue Impacts
Driving Operational Efficiencies and an Analytical Culture