Agenda Overview

  Full Session Schedule



Ross Bernstein

Inspirational Business Speaker &
Best-Selling Sports Author

Micah Solomon

Micah Solomon

Best-Selling CX Author,
Speaker & Consultant

Marge Jackson - Comcast

Marge Jackson

Senior Vice President,
National Call Center SalesComcast

Mike Small - Sitel

Mike Small

CEO, Americas

Sitel Group

Kate Leggett

VP, Principal Analyst

Richard Britt

VP, Artificial Intelligence

Jeff Gallino

CTO and Founder, CallMiner


Other Organizations Speaking at LISTEN 2019

Holiday Inn Club Vacations


Free Workshops & Industry Exchanges


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



Consumer Goods
& Services

Banking, Mortgage &
Other Financial Services


Healthcare &
Patient Experience

Travel &

Technology &

Business Process

Fun Stuff

Golf Event

Top Golf

(Monday 11/4, 1:00 p.m.)

Boating Adventure

Boating Adventure

(Monday 11/4, 2:00 p.m.)

Escape Room

Escape Room

(Register NOW at Registration Desk)

Volunteer Activity

Volunteer Activity

(Monday 11/4, 2:00 p.m.)

Parrot Head Party

Parrot Head Party

(Tuesday 11/5, 9:00 p.m.)

Cardboard Boat Regatta

Cardboard Boat Regatta

(Monday 11/4, 2:00 p.m.)

Women in Analytics

Women in Analytics

(Monday 11/4, 5 – 6:00 p.m.)

Trivia Night

Trivia Night

(Monday 11/4, 7:00 p.m.)


Agenda at a Glance

  Full Session Schedule

Monday, November 4

9:00 AM

Workshops and Industry Exchanges

12:00 PM

Golf, Networking, Social and Volunteer Activities

5:00 PM

Women in Analytics Networking Event

6:00 PM

First Timers Orientation

6:30 PM

Welcome Reception / Meet the Sponsors

9:00 PM

LISTEN 2019 Trivia Challenge

Tuesday, November 5

8:20 AM

Kickoff & Keynotes

12:45 AM

Breakout Sessions

4:50 PM


6:30 PM

Dinner & Parrot Head Party

Wednesday, November 6

8:30 AM


10:30 AM

Breakout Sessions

4:20 PM

Closing Remarks & Partner Raffle


Breakout Session Tracks


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: Medallia


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


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


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


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


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

Harvesting Your Data for AI

Understanding Customer & Agent Emotion & Sentiment with AI

Speech Analytics Product Feedback Session


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, Contact Centers!

How Equifax is Putting the Customer Front and Center

Improving Sales & CX with Intelligence from Interactions

Connecting Interaction Analytics Initiatives to Revenue Impacts

Driving Operational Efficiencies and an Analytical Culture