and next generation customer care: driving real change ......customer care: driving real change...

Customer Contact 2015, West:11th Annual

A FROST & SULL IVAN EXECUT IVE M INDXCHANGE

www.frost.com/ccw#CCFrost

Part of our 2015 International Customer Contact Executive MindXchange Series

October 18 - 21, 2015Loews Coronado Bay ResortSan Diego, CA

Next Generation Customer Care: Driving Real Change

“The networking, technological updates

and take-aways make this a week

that can change a year for our customer’s

experience. It is wonderful to meet others

with similar challenges and share

best-practices to create positive

change.” –Vice President, SUDDENLINK

COMMUNICATIONS | “Eyeopening to help get out of box

thinking "jumpstarted”. – Director,

T-Mobile | “I feel like F&S is the bestvalue for my professional growth. In the

last three years I’ve attended, I know

I’ve grown more as a leader and

business professional.” – Director,

BLINDS.COM | “The interaction and

networking opportunities were perfect.

The event allowed me to make some

great contacts that will now become

regular colleagues for life. The keynotes

were outstanding.” – Director,

KENNAMETAL, INC. | “Broad range

of topics and insights that are relevant and

transferable across multiple industries.

Well managed and designed

to maximize networkingopportunities.” –Director, Aurora

Health Care | “Frost & Sullivan does an

excellent job of finding great speakers to

stimulate our thinking. They also have

highly interactive sessions with

thought leaders and peer customer care

leaders.” – Senior Director, EyeMed |

“Most beneficial conference you could

attend”. – Director, NTT America, an NTT

Communications Company | “This event

gives us the ability to meet and talk with

other executives that have faced or

are facing the same issues. This gives us the

unique ability to discuss

potential solutions with others

who have experienced the same issues.”

– CIO, WEAREFLOOD

take-aways

best-practices

bestvalue

leader

outstanding.”

maximize networking

highly interactive

executives

solutions

Executive 75%

Management19%

2%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

11th ANNUAL

CUSTOMER CONTACT 2015, 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

2

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 Exclusive! Participant Meet ‘n’ Greet, Vino Voyage, Cocktails on the Bay Welcome Kickoff, and Curious Cocktails Networking Reception, not to mention our Customer Contact Wild West Olympics.

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


Schedule-at-a-g lance

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw1–17–111–21–113

7:00pm Suggested Arrival Time Arrive Saturday to participate in Sunday's Networking Activity

9:00am Vino Voyage Check In3:30pm Sponsor Workshop5:00pm Sponsor Registration & Orientation Reception6:00pm Speaker & Thought Leader Orientation 6:45pm Exclusive! Participant Meet ‘n’ Greet

This end-user/participant activity is your opportunity to identify right outof the gate – those peers who share challenges similar to your own. It's agreat way to find participants who have thought leadership you can benefitfrom and to facilitate later dialogues throughout the event.

7:30pm Cocktails on the Bay Kickoff Reception

7:30am Registration, Continental Breakfast, and Exhibition8:15am Welcome and KEYNOTE – Embracing and Managing Change in a Hyper

Speed World 9:10am Navigating Customer Contact 2015, West9:25am NETWORKING –Team Challenge #19:30am SUCCESS STORY – Be Nimble, Be Quick: Operationalizing Agility in

Your Customer Contact Center10:00am Networking, Refreshment, and Exhibition Break

11:30am Session to Session Travel Time11:35am CONCURRENT SESSIONS –

Choose one of the following concurrent sessions:INTERACTIVE – Solutions Wheel -Play the “wheel” to find out which of the industry's products and services will helpyou solve your challenges. It is a series of rapid fire, one-on-one meetings withleading sponsors – both intense and fulfilling.( OR )The Brand Experience in 2015: The Roles of Culture & Technology– FOLLOWED BY –SPOTLIGHT ON – Ask the Experts! Panel DiscussionDigital-Enabled Customer Care: Realizing and Operationalizing Innovation

12:55pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.

2:05pm NETWORKING –Team Challenge #22:10pm Session to Session Travel Time

2:15pm CONCURRENT COLLABORATION ZONES - RoundtablesRoundtable sessions capture the power of all participants’ voices, insights andexperiences via group discussion and exploration of the issue at hand.Choose one of the following zones:

3:45pm Networking, Refreshment, and Exhibition Break4:10pm Member Showcase 4:25pm SUCCESS STORY– Strategic Customer Care: Meeting New and Unexpected

Competitors Head-On 4:50pm Session to Session Travel Time4:55pm CONCURRENT SESSIONS –

Choose one of the following concurrent sessions:INTERACTIVE - Solutions Wheel –Play the “wheel” to find out which of the industry's products and services will helpyou solve your challenges. It is a series of rapid fire, one-on-one meetings with leadingsponsors – both intense and fulfilling.( OR )INTERACTIVE – Ask the Experts! Panel and Roundtable Discussion Continuous Process Improvement in Customer Services

6:15pm Curious Cocktails Featuring: The 30 Question Challenge

6:15am Early Risers Run/Walk8:00am Continental Breakfast and Exhibition8:45am Ice Breaker and TRANFORMATIONAL KEYNOTE – Cultivating

C-Suite Believers 9:45am Frost & Sullivan Customer Contact Executive MindXchange Advisory

Board and Member Recognition9:50am NETWORKING –Team Challenge #39:55am Ask the Experts! Panel Discussion

Modern Organizational Models for Customer Experience Excellence10:35am Member Showcase10:50am Networking, Refreshment, and Exhibition Break

11:20am CONCURRENT COLLABORATION ZONES - Peer CouncilsPeer Council sessions are participant-driven discussions focusing on your key challenges and concerns.Choose one of the following zones:

12:15pm Food For Thought – Networking Roundtables Hosted by Industry LeadersPractitioners and solution providers host a menu of luncheon discussions onpertinent industry issues. Dine and dish with industry experts. The list of discussiontopics will be available on-site.

1:30pm NETWORKING –Team Challenge #41:35pm Session to Session Travel Time

1:40pm CONCURRENT COLLABORATION ZONES - ThinkTanksThinkTank sessions employ interactive team exercises in a “roll up your sleeves”learning environment.Choose one of the following zones:

3:10pm Networking, Refreshment, and Exhibition Break

3:40pm CONCURRENT CASE HISTORIES –Choose one of the following concurrent sessions:

Developing and Coaching the Next Generation of Leaders( OR )Video Customer Care: At the Tipping Point?

4:25pm Session to Session Travel Time

SATURDAY, OCTOBER 17, 2015

ARRIVAL DAY

SUNDAY, OCTOBER 18, 2015

NETWORKING DAY

MONDAY, OCTOBER 19, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Integrating CRM in the Contact Center Zone 2. Customer Effort : Balancing the Path of Least Resistance and Your Brand Promise

in Your Voice Channel Zone 3. Next Gen Customer Experience: The Good, The Bad, and The Ugly Zone 4. Connecting to the Heart of the Agent to Instill LoyaltyZone 5. Customer Engagement Optimization : Meeting the Demands of

Accelerating Expectations Zone 6. Gamification

Bring plenty of business cards, relax, meet-and-greet during this fun-filled day devoted to making new contacts and new friends.

10:30am CONCURRENT COLLABORATION ZONES - Fireside ChatsFireside Chats are informal conversations that draw upon the experience andexpertise of the featured executive. Choose one of the following zones:

TUESDAY, OCTOBER 20, 2015

GENERAL SESSION AND EXHIBITION

Zone 1. Defining. Aligning, and Realizing the Customer and Brand RelationshipZone 2. Social Customer Care Zone 3. Multichannel Customer Interaction: Challenging Assumptions with Real Data Zone 4. The Awesomeness of Millennials and Gen Z: How to Attract this Unique Group and

Together Shape the Next Gen of Service Zone 5. Personalization for the Win: Insight into How to Connect with Your Customer Zone 6. New Technologies to Empower Every Agent as a Subject Matter Expert

Zone 1. Deepen Customer Engagement | Zone 2. Excel in Channels | Zone 3. Live the Customer’s Journey

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives Zone 2. Tech Support: It Won’t Just Be at the Help DeskZone 3. Contact Center Optimization on a ShoestringZone 4. Customer Experience, Up in the Cloud

THE SOURCING CLINIC – WHAT, WHEN AND WHERE: Mapping Your Outsourcing Strategy and Shores

Zone 1. Mind the Generation Gap: Customer Experience in the Multi-Generation Age (Baby Boomers to Gen-Z)

Zone 2. Mobile Engagement and Channel Integration Zone 3. Do You Really Want to Omni? Savvy Implementation of Right Time, Place, and

Channel for the Best Customer Experience Zone 4. Focus on the Firsts: A New Approach to Employee Engagement and Retention Zone 5. VOC is Happening in All Channels! How Are You Going to Hear It, Understand

and Respond to It?

Zone 4. Elevate Everything via Employee Engagement | Zone 5. Drive Decision-Making with Actionable Customer Insight | Zone 6. Think Differently | The Sourcing Clinic

Schedule-at-a-glance is preliminary and will be updated as information becomes available.


Schedule-at-a-g lance

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw1–17–111–21–114

Zone 1. Connected Customer Engagement and Processes Zone 2. Self Serve First! Adapting to Today's DIY Consumer Zone 3. Balancing Channel and Omni Skills Zone 4. Work at Home: Best Practices for Engaging and Managing Talent

WEDNESDAY, OCTOBER 21, 2015

GENERAL SESSION, EXHIBITION, AND SITE TOUR

“CASUAL WEDNESDAY!”

4:30pm CONCURRENT COLLABORATION ZONES - Best Practices

Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

Choose one of the following zones:

5:30pm Concurrent Collaboration Zones Conclude

5:45pm The 11th Annual Customer Contact Wild West Olympics

6:30am Early Risers Run/Walk

8:15am Continental Breakfast and Exhibition

8:45am Kickoff and KEYNOTE – Visionary Insight into the Look and Feel of the FutureCenters of Excellence

9:45am EXECUTIVE INSIGHT – From Customer Agent, to Customer Advocate

10:15am Networking, Refreshment, and Exhibition Break

10:45am INSIGHT CENTERS – Pull into any two of the following three revolvingpit stops:

Pit Stop 1. Who Owns the Customer? Playing Nice in the SandboxPit Stop 2. Holistic Big Data and Analytics that Make a DifferencePit Stop 3. Going Beyond Customer Surveys to Capture the Voice of Your Customer

THE SOURCING CLINIC – HOW: Assessing Outsourcing Vendor Capabilities;Governing the Relationship; and Deepening the Partnership

11:30am Session to Session Travel Time

11:35am INTERACTIVE – Harnessing Collective Knowledge and Insight: Capturing the Best of the Best Ideas and Take-Aways

12:15pm Content for the 11th Annual Customer Contact 2015, West: A Frost & Sullivan Executive MindXchange Concludes

12:30pm CUSTOMER CONTACT SITE TOUR – Shuttle Check InLunch will be provided.

3:30pm Customer Site Tour Concludes

Feel free to come down in your most comfortable travel wear so you can check out early, store yourbags and ensure a stress-free day.

Zone 1. Deepen Customer Engagement | Zone 2. Excel in Channels | Zone 3. Live the Customer’s Journey

CHOOSE BETWEEN SIX DIFFERENT COLLABORATION ZONESCustomize your agenda! Stay the course with one zone or bounce around to others. All collaboration zones are Power-Point Free, participant-driven discussions featuring creative thinking and idea generation.

Zone 4. Elevate Everything via Employee Engagement | Zone 5. Drive Decision-Making with Actionable Customer Insight | Zone 6. Think Differently | The Sourcing Clinic

If you need to know what really works, the current trends andchallenges, the new technologies and opportunities, and thetransformation in provider relationships that drive a savvy sourcingstrategy …then this is THE place to be. You will benefit from thereal world experiences of peers “in the trenches”; the deepexperience and best practices of our on-site outsourcing providers;and the high-level insight of the global director and the principalanalyst of Frost & Sullivan’s Customer Contact practice.

This is where you will get real about developing and managing asmart sourcing strategy; one that powers the efficiency, effectivenessand quality of your customer and brand experience. The clinic isdesigned for customer contact executives across the outsourcingmaturity spectrum -- from evaluation to expansion, from revisitingan existing strategy to enhancing an existing provider relationship.

All sessions are collaborative and equally engage all participants infrank discussion of what works, and what doesn’t.

The Sourcing Clinic @ Customer Contact 2015, West

The Who, What, When, Where and How

Clinic Operating Hours and Specialties:Tuesday, October 20 , 2015 -11:20am – 12:15pm The Sourcing ClinicWHAT, WHEN AND WHERE: Mapping YourOutsourcing Strategy and Shores

Wednesday, October 21, 2015 - 10:45am – 11:30am The Sourcing Clinic HOW: Assessing Outsourcing Vendor Capabilities; Governing the Relationship; and Deepening the Partnership

#CCFrost

Join the Conversation...

SUNDAY, OCTOBER 18, 2015

VINO VOYAGE9:00amJoin us for a sophisticated jaunt around San Diego’s largest natural harbor on the 58 foot SUNCHASERAmerican Catamaran, The Aolani. Network with participants, sip on cocktails and converse over a savorylunch all while enjoying 360 degree views of the stunning San Diego skyline.

Participant Fee: $75Location: Meet in Hotel Lobby, 9:00am

Sunday Networking Act iv i t ies



Hosted by:

5

Meet your fellow peers and colleagues andenjoy a little C&C, conversation & cocktails, onthe bay, as we get excited for the days ahead!

COCKTAILS ON THE BAY KICKOFF RECEPTION7:30pm



Virtual Events Interested in getting live and interactive high-quality contentright from your desktop? If so, then Frost & Sullivan’scomplimentary eBroadcasts are for you. By combining theimmediacy of the web with the impact of streaming audio, theseone-hour, topic-specific seminars, allow participants toexchange real-world experiences with senior-level executivesand key industry analysts.

Driving Call Center Performance with Support Interaction Optimization Available Now: www.frost.com/sio

How to Anticipate Customer Needs, Meet Them Where They Are, and Deliver Personalized Experiences Available Now: www.frost.com/personal

When Customers Call...and They Will: Is Your IVR Ready to Greet Them? Available Now: www.frost.com/ivr

The Power of Retention: Maximizing Value in Centers of Excellence Available Now: www.frost.com/retention

Deliver Strong Customer Interactions from the Cloud – Anytime, Anywhere Available Now: www.frost.com/anytime

3 Key Benefits of Cloud CommunicationsAvailable Now:www.frost.com/passion

Wowing the Customer: Uncomplicated Performance Management to Improve the Customer Journey Available Now: www.frost.com/wow

Additional eBroadcasts are being added on a regular basis. For Frost & Sullivan’s latest eBroadcast calendar, go to www.ebroadcast.frost.com

onDemand eBroadcasts:

6


Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw

SOLUTION PROVIDERS

24-7 Intouch is a global contact center outsourcingcompany that delivers customizable, quality-driven,customer service solutions, across all industry segments.Using the most advanced technology, comprehensive

insights, and brand specialists for each account, 24-7 Intouch is able to provide a multichannel approach, via voice, live chat, e-mail and social media management.www.24-7intouch.com

8x8, Inc. is the trusted provider of secure and reliablecloud-based unified communications and virtualcontact center solutions to organizations around theglobe. 8x8's cloud solutions replace traditional on-

premise PBX hardware and software-based systems with a flexible and scalable Softwareas a Service (SaaS) alternative. www.8x8.com

Almawave is a pioneer in the Applied ArtificialIntelligence field, specifically addressing CRM, Big Dataand Customer Experience needs. Trusted by some of

the world’s largest companies and governments, our 250-member team delivers intuitiveproducts which reduce the time and effort needed to train employees and resolvecustomer inquiries. www.almawave.com

Alorica is a leading Business Outsourcing Provider of customer management solutions. Alorica’scomprehensive solutions include customer acquisition,

sales, customer care, technical support, supply chain and back office services. Alorica’saward-winning services span both the B2C and B2B sectors across all industries forFortune 1000 companies. www.alorica.com

Aspect helps companies deliver remarkable customerexperiences across every conversation and channel - througha single, elegant software platform. As the global leader incustomer engagement solutions and cloud hosting services,

our unified interaction management, workforce optimization and back-office solutionsseamlessly orchestrate people, processes and touch points.www.aspect.com

Cicero provides process analytics and automationsolutions that help organizations isolate process issuesand automate employee tasks in the contact center and

back office. By realizing and removing the barriers to productivity, customers such asNationwide and UBS use Cicero solutions to build enterprise value by improvingperformance, reducing cost, and transforming the employee and customer experience. www.ciceroinc.com

Concentrix, a wholly owned subsidiary of SYNNEXCorporation, is a global business services company focusedon process optimization, customer engagement strategy,

technology innovation, and ecosystem performance. Our holistic approach to customerengagement, deep domain expertise, and process innovation enable us to deliver unique,transformational solutions for our clients.www.concentrix.com

eLoyalty enables a frictionless customer experience across allcustomer interactions by implementing next generationcustomer technologies, activating customer data and

modernizing legacy environments. Our cloud, hybrid, and on-premise technology offerings enable clients to communicate seamlessly with their customers across multiple channels and devices to create a differentiated customer experiencewww.eloyalty.com

Five9 is the leading provider of cloud contact center software,bringing the power of the cloud to more than 1,800 customersworldwide. Five9 has led the cloud revolution in contact centers,helping contact centers transition from premise-based software to

the cloud. Five9 helps contact centers increase agent productivity and deliver business results. www.five9.com

Genesys is the market leader in multi-channel customerexperience (CX) and contact center solutions in the cloudand on-premises. We help brands of all sizes make great CX

great business. Genesys is trusted by over 4,500 customers in 80 countries toorchestrate over 100 million digital and voice interactions each day. Call us at+1.888.436.3797www.genesys.com

With a 32 year history of innovation, HP WFO Software providescustomers around the world with call recording, integrated workforceoptimization and advanced Voice of Customer analytics -- backed by theglobal reach and legendary customer service of HP.

www.autonomy.com/wfo

inContact's powerful cloud-based solutions help today'scontact centers create profitable customer experiences

and optimize the quality and effectiveness of every customer interaction. www.incontact.com

Interactions enables companies to more effectively interact with their customers. We provide an automated

voice solution that leverages an unprecedented level of understanding–enabling aproductive two-way dialogue, quick responses to customer requests, and a natural andeasy way to communicate. Follow us on Twitter @interactionsco.www.interactions.net

Intradiem, the first and only complete IntradayAutomation solution for frontline workforces, includingContact Center, Back Office, Retail and Mobile, helpscompanies improve customer experience delivery,

grow revenue and decrease costs. Our customers realize these benefits by turning datainto actions and making real-time adjustments to their frontline workforces.www.intradiem.com

Mattersight is a leader in enterprise analytics focusedon customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service

leverages a SaaS+ delivery model, millions of proprietary algorithms and uniquebehavioral models to drive significant business value for its clients by improvingoperational performance and predicting customer and employee outcomes. www.mattersight.com

A Business Services Company

7


Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com /ccw

SOLUTION PROVIDERS

Pipkins Inc., founded in 1983, is the leading supplier ofworkforce management software and services to the callcenter industry, providing sophisticated forecasting and

scheduling technology. Pipkins forecasts and schedules more than 300,000 agents inover 700 locations across all industries worldwide. They are headquartered in St. Louis, Missouri. www.pipkins.com

Qualfon is a business process outsourcing company and a global provider of call center services. Qualfon’s success dates back to 1996

and spans outsourcing locations across the U.S.A, Mexico, Guyana S.A., the Philippines,and China. With industry-leading retention rates, Qualfon’s agents stay longer—providing you high-quality services at lower prices.www.qualfon.com

SmartAction offers one-of-a-kind ArtificialIntelligence (AI) voice self-service. We use a cloud-based technology grounded in purpose-driven

Artificial Intelligence that utilizes Natural Language speech capabilities as a means tocomplete self-service calls. Our award-winning Intelligent Voice Automation (IVA™)service allows companies to handle complex customer interactions with an intuitive,resourceful, and cognizant AI agent.www.smartaction.com

Support.com, Inc. (NASDAQ: SPRT) isa leading provider of cloud-basedsoftware and services for technology

support, including the Nexus® Support Interaction Optimization (SIO) solution thatenables companies to boost agent productivity, dramatically improve the customerexperience and more quickly resolve complex technology support issues. www.support.com

Teleperformance, the worldwide leader inoutsourced multichannel customerexperience management, serves companies

around the world with customer care, technical support, customer acquisition, debtcollection and back office programs. With approximately 175,000 employees, we serviceour clients from over 270 contact centers in domestic, nearshore and offshore locationsand work-at-home programs.www.teleperformance.com

MEDIA PARTNER:

For Sponsorship Opportunities, please contact Gary Robbins, Partner, Integrated Marketing Solutions. Email: [email protected] Tel: 703.729.6386

8

Registrat ion

VENUE INFORMATION Loews Coronado Bay Resort San Diego, CA4000 Coronado Bay RdTel: 619 424-4000

We suggest you arrive Saturday, October 17th. Frost & Sullivan will be reserving a limited number ofdiscounted rooms at the event property. Please contactthe property directly for rates, availability, and to bookyour accommodations. Be sure to mention you will beparticipating in the Frost & Sullivan event.

TO REGISTER:

:ONLINEwww.frost.com/ccs

*[email protected]

& PHONE1.877.GO FROST (1.877.463. 7678)

Registration/Pricing Schedule

Registration at Frost & Sullivan Executive MindXchange events is subject to review, and restricted to end user

practitioners. Therefore, we reserve the right to decline attendance to any company deemed to be a vendor in

the market. For information on how to sponsor a Frost & Sullivan Executive MindXchange, please contact

Gary Robbins at [email protected].

Payment ProceduresPayment in full is required immediately upon registration and is non-refundable and also must be received by Frost & Sullivan prior to the event start date. If payment has not been received by Frost & Sullivan prior to the event start date you will not be able to attend the Executive MindXchange. If, for any reason, you are unable to attend the Executive MindXchange for which you are registered, andnotify Frost & Sullivan in writing more than 3 weeks prior to the event start date, a one-time credit will be issued for use toward registration at any other Frost & Sullivan Executive MindXchange. Thecredit must be used within 90 days of the original registration date and can be applied to any Executive MindXchange event scheduled up to one calendar year from the event for which you originally registered. Credits may not be transferred more than once, and all unused credit(s) will be forfeited after 90 days. Cancellation within 21 days prior to the event will incur a one time fee of $500. Theremaining balance can be applied to any Executive MindXchange up to one calendar year from the event for which you originally registered. Notification must be received by Frost & Sullivan in writing. Ifyou do not attend the event and fail to notify Frost & Sullivan PRIOR to the event, no credit will be issued. Every effort is made to ensure that the speakers noted in this brochure are present, but changesbeyond the control of Frost & Sullivan may occur. The program agenda will be updated biweekly and can be downloaded from www.frost.com/ccw

Register online! www.frost.com/ccw

11th Anniversary Customer Contact 2015, West:A F r o s t & S u l l i v a n E x e c u t i v e M i n d X c h a n g e

Schedule a One-On-One Growth Strategy Dialogue

OCTOBER 18 - 21, 2015 | LOEWS CORONADO BAY RESORT | SAN DIEGO, CA

Participation Package includes:

1. Complete access to our Customer Contact Executive MindXchange, including all keynotes,interactive workshops and non-stop networking

2. Complimentary subscription to our quarterly Customer Contact eBulletin

3. Access to our Customer Contact Power Point portfolio with insightful thought leadership and best practices from our event speakers

4. Access to dozens of Customer Contact industry articles & white papers

5. Complete access to our onDemand library of recent industry eBroadcasts

6. Membership to Frost & Sullivan's Customer Contact, invitation-only LinkedIn Community;available only to event participants and other selected VIP companies

7. Preferred pricing on the Executive MindXchange Chronicles; a collection of notes of the entire Executive MindXchange

8. Access to on-site, post-event Custom Team Training; available by reservation

9. New Connections, New Friendships, New relationships

5-7-15

A Growth Strategy Dialogue (GSD) is a customized session for Senior Executives facilitated by a Frost & Sullivan growth strategy consultant and a tenured industry analyst. Ask questions and brainstorm with experts to evaluate and enhance yourgrowth strategy. These on-site sessions are exclusive with a limited number of slots, and reservations will be confirmed on afirst-come, first-served basis.

g Please have a Frost & Sullivan associate contact me to secure my Growth Strategy Dialogue time slot.

Group Discounts AvailableContact: 1.877.GO FROST for details

g Event Registration - Complete Series

g Event Registration - Executive Series

A-La-Carte Options:

g Event Registration – General Pass

g Vino Voyage

g Site Tour

g Executive MindXchange Chronicles

g Non-participant

&

A real Golden Nugget that continues to add value post-event!As a thorough and focused set of notes, the Customer Contact2015, West Executive MindXchange Chronicles is prepared byyour peers to ensure you don't miss out on any sessions that runconcurrently with those that you selected. If you are unable tosign up for this now, you may order post event.

Please note that post event purchases will be $495 so get yourhands on these collections at the lower rate now!

Customer Contact 2015, West Executive MindXchange Chronicles

For more details on these registration features, visit: www.frost.com/YourParticipation

$3520

(Inclusive of: Event Registration, Executive MindXchange Chronicles Choice of Networking Activity, and Site Tour)

$2995

$75

$100

$395

$995

(Inclusive of: General Session Registration ONLY)

($250 Savings)

$3240($150 Savings)(Inclusive of: Event Registration and Executive MindXchange Chronicles)

Subscribe to the Customer Contact eBulletinA Quarterly eBulletin From the Organizers of theCustomer Contact Executive MindXchange Series

To Subscribe Visit www.frost.com/ccw

Register Now • [email protected] • tel: 1.877.GO FROST (1.877.463.7678) • fax: 1.888.674.3329 • www.frost.com/ccw 9

and next generation customer care: driving real change ......customer care: driving real change...

Documents