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 • events.us@frost.com • 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