General Audience

October 26, 2017

Opening Remarks

Opal Ball Room

8:30 AM  -  9:15 AM
General Audience - Opal Ballroom

Opening remarks from VP of Marketing, Scott Kendrick, and President and CEO, Paul Bernard.


9:15 AM  -  10:00 AM
General Audience - Opal Ballroom

Jeff Gallino, CallMiner Founder and CTO, will share his vision on modern analytics and the importance of looking at data as a tactical asset, one that should be used to observe, react, predict and direct.


10:00 AM  -  11:00 AM
Advanced Engagement Analytics - Analyst

Customer experience is how you make your customers feel. Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you.

Jay Baer, New York Times best-selling author of five books and advisor to more than 700 companies will present the role Talk Triggers play in helping you exceed customer expectations, and how pervasive insight and access to data such as through speech analytics, can help you identify Talk Triggers.

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4:30 PM  -  5:30 PM
General Audience - Opal Ballroom

See the latest advancements in the CallMiner Eureka customer engagement analytics platform and exciting new things to
come.

October 27, 2017


8:00 AM  -  8:45 AM
Advanced Engagement Analytics - Analyst

In this session Sr. Market Manager and 14 year Quicken Loans veteran, Joe Dudek, will share insights on the Quicken Loans “ISMs” that define their company culture. Learn how a core belief system can provide a foundation to drive innovation, provide a better client experience, and position your business for long lasting success.


8:45 AM  -  9:30 AM
Advanced Engagement Analytics - Analyst

Every company knows how important it is to collect voice of the customer (VOC), so multiple departments tend to elicit VOC that fits its department’s requirements or mandates. This means that in very few cases is the entire customer journey viewed as a thread, from the customer’s perspective. However, by applying lessons from “Best Service leaders” and “Me2B Leaders”, based on my two books, now you can pull together these VOC elements and form a more complete picture, one that can lead to blindingly new insights and much tighter connection with your customers.

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