October 26-28, 2015 Fontainebleau Miami BeachMiami Beach, FL

Brought to you by:

Best practices leading a world-class service organization

THE WORLD LEADER IN CUSTOMER SERVICE TRANSFORMATION PRESENTS

Media Partners:

www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

Plus, Disruptive Thinking from Authors, Visionaries & Customer Champions:

Honest Stories Overcoming Real Challenges from Leaders Operating on a Global Scale:

Christopher Smith Executive Vice President and Head of Global Operations MetLife

Leading 11,500 Employees Around The World

Donna Peeples Former Chief Customer Officer AIG and Founder & Chief Engagement Officer Motivated

Pursuing PersonalizationAshok Reddy VP, Business Development BETSOL, LLC.

Building Global Brand Advocates

Rosetta Carrington Lue Chief Customer Service Officer Philly311

Meeting The Customer Where And When They Want

JC Quintana Customer Strategy Expert, Author of Speaking Frankly about Customer Relationship Management

Connecting Culture & Communications

Zeya Ottomone Head of Global Front End Enterprise Software ABB

Call Center Excellence Award Winner 2015 for “Best Contact Center Culture”

Strategies For Global Sourcing

Diana Helfinstine Vice President, Customer Experience Essilor of America

Journey Mapping Across Regions And Cultures

Randy Rubingh Senior Leader Global Operations StubHub & Author, Call Center Rocket Science

The Truth About Rapid Global Expansion

Pam Plyler Executive Practice Lead, Customer Experience and Contact Center Management The Northridge Group

Optimizing Your Outsourcing Efforts

Peg Raposo Senior Quality Leader, Global Ops - Operational Excellence PayPal

Targeted CX Coaching Using Behavioral Insights

Prashant Kumar Director of Engineering Flipkart.com

Omni-Channel 24/7 Service

Dan Cruceana Director Operations, Technology, Customer Service Office Depot, Inc.

Empowering The Business Owners To Centralize Control

T.S. Babu HR Advisor Alpha Oman Llc.,

Cultural Transformation – Engaging The Millennials

Diane M. Magers, CCXP Office of the Customer – Business Solutions AT&T Business Services

A Customer-Centric Culture Around The World

At last, an event designed for Global Customer Service Leaders, Global Companies, Multi-National Customers, Multiple Operations Near and Abroad

Scalability • Efficiency • Employee Engagement across Borders • Around the Clock Customers

2 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

This year alone, over 2,300 of your contact center, customer service and customer experience colleagues have already attended one of the Call Center Week portfolio of events in Orlando, Las Vegas or Toronto.

As the content curator for the contact center portfolio, never before have I seen such interest in creating a focused event for those responsible for global customer service.

Why? It’s simple…

We are in a global world

Your customers can live any where around the world

They don’t care where you are based

Large brands such as Apple are setting a new level of service expectations for every organization

Your customers expect you to be responsiveness whenever they want, and, companies recognize SERVICE is the key differentiator in today’s commoditized world.

Introducing the newest event in the Call Center Week portfolio: Global Contact Center Excellence, October 26-28. 2015 in Miami, FL.

Is this Event for You?

· Are you responsibilities customer service execution or the operations beyond your own national level?

· Are you running a Business Process Services (BPS) or contact center abroad?

· Are you responsible for managing outsourced partners?

· Do you head up a contact center (perhaps US) that takes calls from customers who live outside the country?

If you answered YES to any of these questions, then yes.

We are in a global world where your customers can live any where around the world. With the availability of technology, customers have access to products and services at their finger tips regardless of their geographic proximity to the company itself. This means your customers may speak a different language, may have different cultural norms and ultimately different expectations when it comes to customer service.

This event is not about evaluating different regions…we know you are already operating but want to be more efficient, consistent and available. We will focus on optimizing the benefits of regions and how you can deliver a consistent global customer experience.

From the surface some of the issues that you might face are similar to regional contact center leaders however they are magnified because they are BIG issues, BIG challenges but also BIG opportunity.

The Global Contact Center Excellence is the only event that identifies shared issues among different verticals and regions to leverage peer-to-peer networking and problem-solving.

As Benjamin Franklin put it, “A small leak will sink a great ship.” We know the weight of the world is on your shoulders and it’s up to you to deliver.

This event will provide the real world stories, best practices and most importantly the back stories of not only what works but what doesn’t.

I look forward to seeing you in Miami this October.

Sincerely,

Lisa Schulman Executive Producer IQPC

Special Thanks to Our Dedicated Advisory Board:

JC Quintana Author and Customer Strategy Expert

Terry Arnold Vice President Harte Hanks

Tim Bechtold Senior Director, Business Support Services Jackson Hewitt Tax

Peg Raposo Senior Quality Leader, Global Ops - Operational Excellence PayPal

Donna Peeples Former Chief Customer Officer of AIG and Founder & Chief Engagement Officer of Motivated

Randy Rubingh Senior Leader Global Operations StubHub

Diane M. Magers CCXP, Office of the Customer – Business Solutions AT&T Business Services

Diana Helfinstine VP, Customer Experience Essilor of America

P.S. Do YOU have an interesting story

to tell? If so, please tell me about your

initiatives Lisa.Schulman@iqpc.com

There is a GLOBAL CUSTOMER SERVICE movement taking place.

““Great service is defined by

the customer. Customers

usually give great feedback

when we not only deliver on

the promise but when we go

beyond that promise.”

- Adriana Torres, Global Head of Customer Care Services, Visa

3 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

“The contact centre is becoming the eyes and ears of the business, and failure to use its available intelligence will diminish the entire organization’s standing.”

(source: Dimension Data Global Contact Center Benchmarking report)

“The interaction with other leaders and the information shared is “worth its weight in gold.” If you want to kick it up a notch, this is

where to go.” - Trudy Wilson, Director – IT Support Services, 24 Hour Fitness:

“It’s a ‘one stop shop’ to experience the pulse of the call center

industry!” - Jason Hanson, Inside Sales Operations Manager, Thomson Reuters

“Great place to connect with like minded people. I was exposed to new concepts and the realm of the

possible,” - Dennis Woo, Head of Process and CX, Capital One Canada

“Always interested in the new technologies and some of the vendors, just to see what’s out there, kind of expand my knowledge. And then also just to network. And it’s always good to get sort of an outside perspective.” - Marc Bernica, VP Back-Up Care,

Bright Horizons

WHO YOU WILL MEET

DON’T MISS OUT ON THE OPPORTUNITY TO SPEAK, SPONSOR & EXHIBIT

When crafting customer experiences and establishing contact center strategy, businesses must consider global customer trends and demands.

Our global leaders will share real world strategies to arm you with the tools and insight needed to:

According to the Call Center Week 2015 Trends Report, “Different cultures will still possess diverse expectations—as customers, as front-line agents and as business leaders—and must continue to honor them in distinct ways. One facet of the elevated global standard for customer care is a heightened need for customer centricity. If businesses do not account for the unique demands of their customers, which can certainly differ from region to region, they cannot begin to call themselves customer centric.“

Provide consistent world class customer experience

Drive consistency while recognizing cultural nuances.

Leverage expertise from different markets

Create efficiencies and a differentiated customer experience

Lead change in a global organization

Get people to move in the same direction to improve customer experience

Achieve company alignment across regions for customer centricity

Connect culture and communication across global operations

Standardize where you can, personalize where you should

Develop a customized strategy for specific geographies and cultures

Understand channel differences across the globe

Optimize outsourcing relationships

Manage your complete enterprise to optimize the benefits of a particular geography

Achieve customer centricity through process excellence

Connect staff around the world to deliver outstanding service

Past Attendees Represent Many Of Global 2000 Companies Including:

Who will attend?

· Disney

· Allstate

· RJ Reynolds

· Anheuser-Busch

· USAA

· Cigna

· Boeing

· Continental Airlines

· Samsung

· Kimberly Clark

· Alaska Airlines

· Cox Entertainment

· Coca-Cola

· And many other top brands

This event is designed for all executives responsible for customer centricity across global operations. Key functions include:

· Global Contact Center/Call Center · Global Customer Service/Experience · Global Head of Operations · Head of Global Sourcing/Partnerships · Region Manager · Global Sales and Customer Care Operations · Director, Global Help Desk · CEO, President of BPOs · Chief Customer (or Experience) Officer Customer

Contact Center Manager · Director of Client Experience · Director Of Brand Customer Relations · Director/Head of Human Resources · Director of Network Operations · Global Customer Insights · Business Intelligence

Global Contact Center Excellence is an excellent opportunity for you to meet decision makers who are looking for new technology solutions to enhance their customer care operation.

All sponsorship opportunities are customized to best fit your current business needs. The Global Contact Center Excellence team will be with you every step of the way to make sure you are getting maximum exposure for your investment.

Thought Leadership · Main Conference Chairperson Role · Roundtable Discussion Moderator Role · Panel Discussion Moderator Role Brand Awareness · Exhibit Booth · Welcome Bag · Content Card · Wifi Card Networking Opportunities · Networking Break Sponsor · Luncheon Sponsor · Evening Cocktail Sponsor

Let’s discuss how to get you involved

Vinny Rama Spex@iqpc.com 1-221-885-2770

4 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

7:15 AM Registration for Workshop A & Morning Coffee

8:00 AM WORKSHOP A: Achieve Company Alignment across Regions for Customer-Centricity

Diane M. Magers, CCXP Office of the Customer – Business Solutions AT&T Business Services

Customer Experience is no longer about the why or the how, rather the how well, according to our leader Diane Magers, Customer Experience Executive, AT&T. Our workshop leader brings nearly 30 years of experience as a customer experience, sales and marketing professional, with a focus on customer experience solutions to drive measurable business results through engagement and loyalty.

Company alignment is one of the most critical steps to create a customer-centric environment that emphasizes employee engagement. In this interactive workshop, learn strategies for embedding customer centricity in your culture - across the globe.

· Understand the 3 key components for global customer centricity:

· How employees experience the company

· How executives describe and see the company

· How customers experience the company

· Pinpoint crucial areas to focus on to promote optimum customer centricity

· Track change and impact (Measures, Metrics, and Benefits)

· See tactical examples and ways organization align around the customer and achieve results

· Support a personal passion for the human experience

11:00 AM Registration for Workshop B

11:15 AM WORKSHOP B: Connecting Culture and Communication across Global Operations (Boxed lunch will be served)

JC Quintana Customer Strategy Expert Author of Speaking Frankly about Customer Relationship Management

Working against operational silos is one of the greatest challenges companies must overcome to deliver a great customer experience. A fervid customer advocate and customer relationship leader, our workshop leader believes that effective customer strategies must be orchestrated.

When you identify the seven components required to effective customer relationship-building, you will also be able to unify your teams across all regions and cultures.

In this interactive workshop, discover how the seven components are also the foundation for building and launching successful customer strategies. Establish the technology foundation across all the efforts and pinpoint what will help you win and keep customers. This dynamic workshop will break us into 7 topic tables and will include the following strategic steps:

· Strategic brainstorming

· Challenge identification

· Solutions and collaboration Don’t miss this engaging workshop focused on the 3 P’s – Problems, Prioritizing and Presenting.

2:15 PM Registration for Workshop C

2:30 PM WORKSHOP C: Delivering Value through Effective Outsourcing Partnerships in Multi-Vendor Environments

This interactive workshop will provide an overview of both practical and useful strategies to select partners, drive performance and manage outsourced partnerships. This session will be facilitated by an industry practitioner who maintains multiple vendor relationship and a service provider who supports several clients in “vendor communities” consisting of multiple vendors. This will provide an insider’s view from both perspectives on what it takes to establish and prosper in a strong client-vendor relationship.

· Maintain service excellence, reduce costs and manage risk

· Strategies to select your vendors - Request for Proposal (RFP) process, vendor selection, price negotiation

· Take charge of the quality assurance process

· Select the right shore – near shore, off shore, on shore or no shore (at home agents)

· Follow rules and compliance regulations

· Manage your outsourced relationships and conduct governance

5:30 PM Monday Night Meet-Up (cash bar event) Start your networking off right by enjoying some cocktails and conversations with those at the event. Don’t miss out on this opportunity to

make connections from the beginning.

DAY ONE: INTERACTIVE WORKSHOPS Monday, October 26, 2015

*Please note, this is an add-on day to the main conference. You’ll be in great company as about 70% of our attendees register for this day.

5 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

DAY TWO: MAIN CONFERENCE Tuesday, October 27, 2015

· Train leaders in consistent behavior based coaching that assesses the call, key drivers, behavioral issues and how to take performance to the next level of service and effectiveness

· Build action plans based on behavior based coaching to go full circle

The Global CX Impact: PayPal realized a 20 point increase in Net Promoter Score by Identifying key drivers and conducting behavior based coaching

9:45 AM Mid-Morning Networking Break

10:30 AM Managing Growth & Customer Experience When you are the Largest Online Retailer in India

Prashant Kumar Head of Engineering Flipkart

Flipkart is the number one online retailer in India with $4 Billion gross merchandising value per year. With a current value of $15.5 billion, the company is one of the top 5 privately funded companies in the entire world. Find out how the company is best leveraging its $60 million/year customer support budget to invest in technologies that support 80,000 calls per day and drive the future of service excellence.

· Strategies to manage growth of customer support – at a scale next to only Amazon

· Employ natural processing sentiment text, voice analytics and chat box

· Leverage an omni-channel CRM with escalation and task management programs

· Implement an automated workflow management

· Develop a “Promised Management System” with a “promise” inspector monitoring every call

The Global CX Impact: Invest in technologies that drive the future of global service excellence

11:15 AM Moderated Roundtables Our interactive roundtables are a great opportunity to

connect with your peers to discuss current challenges and opportunities with respect to global customer service excellence. Pick the topic that table that interests you most and engage in a peer to peer discussion.

Table 1: Future Focus: Economic Drivers Fueling International Contact Centers Over the Next 10 Year

Table 2: Dialing Back: Balancing Efficiency & 24/7 Needs

Table 3: Overcoming the Global Conundrum: CX Consistency with Locality

Table 4: Tactics that Link Employee Engagement to Customer Engagement for a Win-Win

Table 5: Voice of the Customer Global 101: Setting Processes across Channels and Geographies

Table 6: Social Media Customer Care across Markets

Table 7: Mitigate Risk, Diversity & Efficiency through a Multi-Sourcing Portfolio

Table 8: Launching & Planning Contact Centers Abroad

7:15 AM Registration

8:00 AM Chairperson’s Opening Remarks

8:15 AM KEYNOTE: The Ultimate Global Customer Service Transformation: A Story of Commitment, Strategy & Innovation

Christopher B. Smith Executive Vice President and Head of Global Operations MetLife Global Operations

Christopher oversees operations across all MetLife’s markets, leading more than 11,000 associates responsible for customer service and insurance operations. In 2013, Global Operations was established to transform MetLife’s operations to increase the company’s operating leverage and deliver a differentiated customer experience to approximately 100 million customers in nearly 50 countries. Chris is known for fostering cross-regional collaboration and adopting tools that create a sense of community and engagement among employees.

In this dynamic keynote, find out how MetLife is transforming its operations into one global organization and servicing their global customer base.

· Experimenting with augmented reality in Mexico to provide digital information

· Providing customers in Slovakia with USB sticks containing policy documents

· Partnering with social media in China to provide services

The Global CX Impact: Leverage expertise from different markets to enhance customer experience

9:00 AM A Unique Approach to Driving Customer Loyalty on a Global Scale: Using Key Drivers & Behavioral Coaching Techniques

Peg Raposo Senior Quality Leader, Global Ops - Operational Excellence PayPal

If you are looking to make a different in customer experience, this engaging session will get you there. It’s where the rubber meets the road as it gets into the “how to.” PayPal supports 200 countries in 27 languages; our distinguished presenter is responsible for customer experience globally including: North America, EMEA, and APAC. Find out how the company drives global loyalty by understanding key drivers and differences in customer expectations, conducting behavioral work and coaching based on behaviors.

· Launch a global survey and test key drivers by region with data gathered from the top 20 markets

· Determine whether key drivers are the same or different across regions

· Build out behavioral work associated with key drivers by looking at verbatim comments and promoters versus detractors

6 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

Main Summit • Tuesday, October 27, 2015 Continued

12:15 PM Networking Birds of a Feather Lunch The “birds of a feather” lunch is an interactive experience

where you will sit at a table with other executives that are interested in the same topics. At this working lunch, you will most likely learn something new and have a group of people to share thoughts with. We will post topics on the tables. Select a table with a topic that resonates with you and start talking and gaining new ideas!

1:15 PM The State of Customer Service Experience

Pam Plyler Executive Practice Lead, Customer Experience and Contact Center Management The Northridge Group

The Northridge Group is a management consulting firm specializing in customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results for the Fortune 200 and key government agencies. Pam is the Executive Practice Lead for Customer Experience and Contact Center Management at Northridge, driving high-impact, strategic initiatives for clients. Pam will discuss the findings of Northridge’s consumer research study, The State of Customer Service Experience 2015. The report identifies the critical gaps between consumer expectations and reality across multiple customer contact channels and clearly highlights the key opportunities for businesses to successfully deliver a consistent, seamless and effortless omni-channel customer service experience.

· For Customer Support, Biggest Expectation Gap Lies in Social Media

· Social Customer Support Not Living Up to the Hype

· When Customers Want Problems Solved, They Still Reach for the Phone

· Social Media Should Complement the Call Center, Not Compete with It

· Best Practice Strategies for Creating an Omni-channel Customer Service Experience that Exceeds Expectations

2:00 PM KEYNOTE: Standardize Where You Can. Personalize Where You Should.

Donna Peeples Former Chief Customer Officer AIG Founder & Chief Engagement Officer Motivated

Rising through a variety of leadership, operations and revenue-generating roles, Peeples has chartered her own path through highly regulated and uniquely challenging industries. Peeples has had the opportunity to work in global markets, which has aided in her understanding of business from an international perspective, as well as domestic. Hear about the juxtaposition of creating standardized experiences against the back drop of in market, in county and in region.

· Understand that standardization is not mutually exclusive of personalization

· Standardize where you can but customize based on region

· Leverage intricacies of marketplaces in order to take advantage of opportunities

The Global CX Impact: Standardize where you can for consistency and personalize based on region

2:45 PM Afternoon Networking Break Here’s your chance to visit the solution providers that best

meet your current and future global customer service needs. Bring plenty of business cards!

3:30 PM Our Office Depot speaker invented a bold support model

Empower the Business Owners to Centralize Control over Global Operations

Dan Cruceana Director Operations, Technology, Customer Service Office Depot, Inc.

Our distinguished presenter oversees global customer service operations for Office Depot now merged with Office Max. There is a split between North American and European management, with Dan leading 2000 agents across 14 operations. Find out how Dan developed a bold support model that treats every customer request as a specific transaction. If you have a global footprint, you’ve probably already decided what regions to go to. But how do you manage your complete enterprise to optimize the benefits of a particular geography?

· Leverage geographies in the best possible way

· Determine what systems or platforms you need

· Identify what functions you want to do in what regions i.e. do you want to go to India for chat and Philippines for voice?

The Global CX Impact: Hear about a bold support model that empowers the enterprise to run a controlled, centralized and efficient customer service operation

4:15 PM CLOSING DAY ONE KEYNOTE: Journey Mapping and Identification of Touch Points – Develop a Customized Strategy for Specific Geographies and Cultures

Diana Helfinstine VP, Customer Experience Essilor of America

Named one of the Top Most Innovative Companies in the World by Forbes

Diana Helfinstine is responsible for the customer experience strategy for Essilor, the world’s leading prescription eyeglass manufacturer located in 53 different countries with 400 labs around the world. Diana was brought in 3 years to develop and execute a global strategy that shifted the company’s focus from product to customer experience. Find out how to understand the differences and commonalities across countries and gain the insight needed to drive consistency while recognizing cultural nuances.

· Transition from journey mapping to touch point mapping

· Determine factors of satisfaction and loyalty tied to specific touch points

· Identify your “non negotiables” that must take place in all regions

· Modify and customize your customer experience strategy for specific geographies, cultures and business imperatives

· Study service level differences in different countries with an eye towards common drivers (i.e. In Singapore, speed of answer is 10 seconds; in the U.S. its up to 20 seconds)

5:00 PM Day One Concludes

GLOBAL CONTACT CENTER MARKET GROWING“TechNavio’s analysts forecast the Global Contact Center market will grow at a CAGR of 8.81 percent over the period 2013-2018.” (source: Global Contact Center Market 2014-2018)

7 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

DAY THREE: MAIN CONFERENCE Wednesday, October 28, 2015

customer service in all interactions with the public from beginning to end. Philadelphia is an incredibly diverse city with a large immigrant population from all over the world. We work to be accessible, responsive and transparent in all of our work. That mentality is what led us to work with and partner with our customers to provide the best services and customer experience possible to our 1.5 million residents, businesses, and visitors.

Find out how Philly311 utilizes a multichannel platform that allows interaction with customers where they are most comfortable. The mobile app brings City services to customers’ fingertips, available on any smart phone in 17 different languages for free.

· Increase citizen involvement in producing and delivering public services

· Integrate new and innovative communication tools into existing communications strategies

· Transform your culture using collaboration tools, new technologies, and social media

· Leverage the technology available to build trust in the community and train your customers to work with you to improve their experience with your product or service

The Global CX Impact: Leverage a multichannel platform that allows interactions with customers where they are most comfortable

11:15 AM Optimizing Infrastructure Management to improve uptime and reduce costs

Ashok Reddy VP, Business Development BETSOL, LLC.

With more than a decade of experience in telecommunications and contact centers, our distinguished presenter works with clients to improve their infrastructure uptime and reduce costs. In today’s contact centers which span multiple locations, each location may have specific infrastructure needs based on their mode of communication with the customer. Voice support may be happening in the US, Chat or Email support may be happening in India and social media interactions may be managed out of a different geography. So how do we create blueprints that will help you optimize the infrastructure costs across the different locations that have varying needs and hit the target uptime across the spectrum of applications supported by the infrastructure team?

The Global Impact: Hear about a support model that uses best in class industry practices and leverages the geographies to achieve a seamless 24X7X365 operation that is cost optimized and places you among industry leaders for uptime

12:00 PM Luncheon for delegates, speakers, sponsors and media partners

1:00 PM Examine your Channels – Do the Channels Provide Global Customers with Convenient Solutions?

Zeya Ottomone Head of Global Front End Enterprise Software ABB

ABB is one of the largest engineering companies as well as one of the largest conglomerates in the world with operations in 100 countries, approximately 150,000 employees and reported

8:00 AM Chairman’s Opening Remarks and Recap of Day One

8:15 AM OPENING KEYNOTE: Cultural Transformation – Engaging the Millennials

T.S. Babu HR Advisor Alpha Oman Llc.,

T.S Babu has global responsibility for all HR functions - Talent Acquisition, Talent Alignment (Learning & Development), Talent Retention (Employee Relations) and Talent Care (HR Operations). In this engaging session, hear about the company’s “People Connect,” an impacting cultural transformation initiative aimed at building an emotional organization leading to high performance.

· Implement a four stage strategy – warmth, connect, commit and engage

· Sell the career proposition and the value proposition to all potential and new hires

· Engage in mentoring and multi-skilling programs to retain new hires and existing tenured employees

The Global CX Impact: People are the “top most priority of your business” – motivate and engage employees enterprise wide to serve customers

9:00 AM The Real Picture: Understanding Channel Differences and What They Mean for Those in Rapid Expansion

Randy Rubingh Senior Leader Global Operations StubHub & Author, Call Center Rocket Science: 110 Tips to Creating a World Class Service Organization

Randy has 25+ years experience building, managing, and leading customer support organizations and has a reputation for offering honest, practical advice based on over two decades spent in the call center trenches. StubHub is currently expanding rapidly into Germany and Europe and is developing a service strategy around rapid expansion. Very often people like to “paint happy pictures” of success; our distinguished presenter will be honest and realistic about the challenges associated with global channels.

· Understand the global spin on channel differences across text, chat, mobile, social media

· Adhere to different text and chat laws

· Pinpoint opportunities for global brand management

The Global CX Impact: Understand global channel differences to provide seamless service

9:45 AM Mid-Morning Networking Break Book signing by Randy Rubingh, Senior Leader Global

Operations, StubHub

10:30 AM KEYNOTE: Personalizing Customer Engagement by Meeting your Customers Where they are Most Comfortable

Rosetta Carrington Lue, Chief Customer Service Officer Philly311

Philly311 views their citizens, visitors and businesses as customers and this approach drives Philly311 to provide outstanding

8 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

Main Summit • Wednesday, October 28, 2015 Continued

long on price. Service is the key differentiator. In this interactive panel, we will focus on key challenges and opportunities associated with managing global outsourced relationships. What might make outsourcing compelling? How can you think outside of cost cutting?

· Get partners to speak in the “brand voice”

· Maintain consistency in customer experience

· Refine your voice in social media

· Integrate platforms for complete customer experience

· Provide world class service to the end-user customers

· Create a strong partnership relationship

The Global CX Impact: A strong partnership relationship will translate into a complete customer experience

3:15 PM CONCLUDING KEYNOTE: New Strategies for Engaging Employees to Deliver Customer Experience

We are waiting for our speakers from Pakistan to obtain their Visa. Once it is received, we will be announcing our surprise speakers.

4:00 PM Event Concludes

global revenue of $40+ billion. Find out how our global leader, ranked 158 in the Forbes ranking, is making it easy for customers around the world to interact with them. In an effort to provide hassle free global service, it is critical to examine your channels and the impact on the customer experience.

· Evaluate your IVR program – do customers really want to go into an IVR?

· Decide whether texting works or is annoying customers by using up data minutes

· Explore Facebook as a communication medium

· Leverage on communities via dedicated customer forums

The Global CX Impact: Examine your channels across the globe and assess the impact on customer experience

1:45 PM Mid-Afternoon Networking Break

2:30 PM PANEL DISCUSSION: The New Outsourcer/ Client Relationship – Building a Network that Enables Service Excellence

Outsourced providers are now trying to put on service rather than price. With off-shore centers, the provider can only go so

Sponsors:

Media Partners:

Betsol • www.betsol.com

BETSOL is a product engineering and support services company that enables its customers to reduce costs and time-to-

market, while also improving quality. BETSOL supports the technology and infrastructure behind over 25,000 contact center agents.

BETSOL has received top awards and industry recognition for both its white-label software engineering and its infrastructure management services. Thanks to this focus on quality and the customer, BETSOL also has maintained a customer satisfaction score that is 2x the industry average.

The Northridge Group • www.northridgegroup.com.

The Northridge Group is a leading management consulting firm specializing in

customer experience solutions and business transformation initiatives, utilizing data analytics and business process redesign to deliver results. Founded in 1999, the firm serves clients in the healthcare, telecom, financial services, and travel and transportation industries. Using a holistic approach to problem-solving, Northridge provides services for the Fortune 200 and key government agencies at the federal, state and local level. For more information on The Northridge Group’s services, visit www.northridgegroup.com.

“Great service is like seeing a rainbow. Unfortunately it doesn’t happen very often but when it does, it truly brightens your day. Every company should strive to brighten their customer’s day.”

- Maura Dailey, Customer Loyalty Champion, Zappos

“Great service is about fulfilling the customer’s request on their terms. Empowering our employees to interact with the dynamically changing environment of our customers’ needs is crucial for future success. “

- Heather Rattin, Director Customer Care, Cars.com

“Great service is defined by the customer. Customers usually give great feedback when we not only deliver on the promise but when we go beyond that promise.”

- Adriana Torres, Global Head of Customer Care

Services, Visa

“Customer experience absolutely correlates to loyalty and lifetime value, the last frontier in the race for survival. So...If you want that next customer, if you want a better repeat and referral rate than your competitors, and if you want to keep your customers, it’s unlikely that anything else you do matters more than delivering a superior experience.”

- Steve Riddell, Chief Operating Officer, Blinds.com

“If agents are happy, customers are happy. If customers are happy…this drives business results.”

- Christopher Cardenas. Vice President Customer

Service Operations, Time Warner Cable

“I commit to ‘walking the talk’ of who we are and what we want to be for our employees and members

- Ashley Kohlrus, Chief Operations Officer, Allegacy

Federal Credit Union

“It is irrelevant if a customer is wrong or right. As long as you listen and treat them with respect, they will remain your customer”

- Tony Gaines, Chief Customer Officer, Logic Technology

Development

At Call Center Week, we spent our time understanding the customer service professional, their pain points and opportunities. Here is what some of today’s leading customer service professionals told us ABOUT THEIR SERVICE MISSIONS:

9 www.globalcontactcenterevent.com • 1-800-882-8684 • enquiry@iqpc.com

Four Easy Ways to Register

Venue

About the Organizer

• Download the registration form and email it to enquiry@iqpc.com

• Call 1-800-882-8684

• Chat online at www.globalcontactcenterevent.com

• Register online

Fontainebleau Miami Beach 4441 Collins Avenue Miami Beach FL 33140 Phone: 305-538-2000

The special room rate of $279 has been established to make your reservation process easy. Simply call 305-538-2000 and give the group name Global Contact Center Excellence no later than October 5, 2015. In addition the special rate has been extended to three days before and after the conference.

Located just 12 miles from Miami International Airport, the best mode of transportation is by taxi cab. The cost for this is about $35 each way. Taxis are available outside of both airports. A Super shuttle is also available for $21 per person. Reservations can be made at 305-871-2000.

Please note: IQPC will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavor to negotiate the best available rates for you so please use the Hotel´s website link provided.

Call Center IQ: Call Center IQ is the premier, 24/7/365 customer service community that leverages data, intelligence and networking from more than 75,000 call center and customer service leaders to keep you ahead of the curve — and your competition. Join today at www.callcenter-iq.com.

IQPC: IQPC produces 1,500 global events that are custom-tailored to the unique needs of business executives. Founded in 1973, IQPC leverages an office network that spans six continents and a wealth of intellectual capital to provide an unparalleled portfolio of conferences and seminars. For more information, please visit www.iqpc.com

Please note: · Payment must be in USD · All ‘Early Bird’ discounts require payment at

time of registration and before the cut-off date in order to receive any discount.

· Any discounts offered (including team discounts) must also require payment at the time of registration.

· All discount offers cannot be combined with any other offer.

· Please view our registration policy for full information about payment, cancellation, postponement, substitution and discounts.

· Please note multiple discounts cannot be combined.

· A $99 processing charge will be assessed to all registrations not accompanied by credit card payment at the time of registration.

· Prices are in US Dollars and are subject to a 13% HST.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC * CT residents or people employed in the state of CT must add 6.35% sales tax.Team Discounts: For information on team discounts, please contact IQPC Customer Service at 1-800-882-8684. Only one discount may be applied per registrant.Special Discounts Available: A limited number of discounts are available for the non-profit sector, government organizations and academia.

IQPC reserves the right to determine who qualifies as an end-user

End-User PricingRegister by 9/18/2015 & Save $400

Standard & Onsite Pricing

3 Day All Access **BEST VALUE** (Conference + 3 Workshops)$3,099

(valued at $4,295)$3,499 (valued

at $4,146)

2 Day Pass (Conference Only) $2,099 $2,499

A La Carte (Workshop) $549 each

Vendor PricingRegister by 9/18/2015 & Save $400

Standard & Onsite Pricing

3 Day All Access **BEST VALUE** (Conference + 3 Workshops)$4,099

(valued at $4,746)$4,499 (valued

at $5,146)

2 Day Pass (Conference Only) $3,099 $3,499

A La Carte (Workshop) $549 each

Discounts Available Savings

If you are from the same company as a SPEAKER 20% off current price tier

If you know the speaker personally SPEAKER CODE REQUIRED – 20% off current

If you work with or represent a SPONSORING SPONSOR CODE REQUIRED – 20% off current

Call Center IQ Member 10% off current price tier

3 to 4 15% off current price tier

5 or more Please contact us at enquiry@iqpc.com

Pricing & Registration

Download the Registration Form

For more information, please contact customer service at 1-800-882-8684.

Details for making payment via EFT or wire transfer: Bank Name: JP Morgan Chase & Co.Name on Account: Penton Learning Systems LLC dba IQPCAccount #: 937-332641ABA/Routing #: 021000021 Reference: IQPC: 25604.001

Payment Policy: Payment is due in full at the time of registration and includes lunches and refreshment. Your registration will not be confirmed until payment is received and may be subject to cancellation.For IQPC’s Cancellation, Postponement and Substitution Policy, please visit www.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs.

©2015 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles