Customer Contact 2016, West:12th Annual
Part of our 2016 International Customer Contact Executive MindXchange Series
October 23 - 26, 2016JW Marriott Starr Pass | Tucson, Arizona
“Inspirational.”
brainstorm
engaging.”
“Excellent
practices.”
interaction.”
executivesnetwork
Next Generation Customer Care: Driving Real Change
best
“Inspirational.”— Director Global Customer Service,
iROBOT | “Amazing chance to
brainstorm and share best
practices with folks who have your
exact same challenges.” — Director
Customer Service, LIVING SOCIAL |
“Very engaging.” — Vice
President, Customer Services,
NEBRASKA PUBLIC DISTRICT
“A great experience to learn!” — Site
Manager, GM | “This is a fabulous
event to meet like minded
professionals in the industry!” —
Director, Investor Services, TD
AMERITRADE | “Excellentnetworking event, very interactive
with lots of best practices.” — Vice
President, Call Center Operations &
Customer Care, PLEASANT HOLIDAYS
| “An opportunity to hear from
experience contact center
professionals and share bestpractices.” — Group
Manager, INTUIT | “Great
opportunity to think freely on
issues facing our business. Love
the interaction.” —
Director, Member Services, BLUE
CROSS AND BLUE SHIELD INC |
“Well worth the time.” — Senior
Vice President, CITI | “A meeting of
the top c o n t a c t c e n t e r
executives that allows
you to network with
other execs that share similar
concerns, topics, problems.”
— Senior Director, Business
Transactions, CHOICE HOTELS
A FROST & SULL IVAN EXECUT IVE M IND CHANGE
A Business Services Company
THANK YOU TO OUR 2015 FEATURED SPONSORS
www.frost.com/ccw#CCFrost
12-03-15
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/ccw
WHO WILL PARTICIPATE
TOP SIX REASONS WHY YOU SHOULD ATTEND
PREVIOUS CUSTOMER CONTACT, WESTADVISORY BOARD
Frost & Sullivan extends its appreciation to thefollowing Advisory Board Members for their expertiseand valuable support:
Dylan AstleVice President, Member ExperienceDirectBuy
Andrew GillespieAssistant Director, Reservation OperationsFour Seasons
Jim LeMereDirector, Insurance Operations Customer Contact CenterNorthwestern Mutual
Stephen LoyndGlobal Program Director, Customer Contact CenterFrost & Sullivan
Erin McMillanVice President, Customer Experience/OperationsAutoTrader.com
Denise PullenAssistant Director, Learning InnovationHyatt
Rick RussellDirector - Programs, Planning & AnalyticsOuterwall
Mike WindlerVice President, Call Center Operations1-800-DENTIST
SNAPSHOT OF PAST PARTICIPANTS
PAST PARTICIPANT 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. Get Ready: Gear up to meet and exceed your customer needs as they raise the bar on their expectations.
2. Galvanize Your Company: Ensure you have the people, process andtechnology in place to create a better future for your contact center.
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 customer contact center tour and see how others do it, and do it well!
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, Vino Voyage: Sail, Sip and Savor, Cocktails on the Bay Kickoff Reception, and Four Truths and a Lie NetworkingReception, not to mention our Customer Contact Wild West Olympics & Cookout.
6. Take Control of Your Outsourcing Strategy: Stop by the SourcingClinic where top-level outsourcing analysts, subject-matter experts and savvyproviders will work to tackle challenges ranging from evaluating existingoutsourcing strategy to enhancing existing provider relationships.
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
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