New Era of Customer Insights & Analytics

November 10-12, 2020 | 12-3 PM ET

Day 1: Tuesday, November 10th

12:00 pm - 12:30 pm Opening Remarks + Fireside Chat: How to Build an Insights Strategy that Drives Growth & Cultivates Lasting Customer Relationships

Bridget Nelson - Head of Brand Performance, Mass Mutual
Amanda Caparelli - Research Development Analyst, Customer Management Practice

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Bridget Nelson

Head of Brand Performance
Mass Mutual

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Amanda Caparelli

Research Development Analyst
Customer Management Practice

12:30 pm - 1:00 pm How Customer Insights and Analytics Can Reshape Customer Experience

João Carmo - Principal Product Manager, Talkdesk

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The average contact center handles millions of interactions per year generating an equally massive amount of unstructured data. Imagine having the ability to harness all the customer insights and feedback from these interactions (e.g. competitor intelligence, service experience gaps, efficiency and cost-optimization opportunities, etc.).


In this session with Brian Cantor, Principal Analyst at CCW, and João Carmo, Principal Product Manager at Talkdesk, you will learn how to:

  • position your contact center as the brain of your customer-centric strategy
  • turn every conversation into customer intelligence
  • trigger more efficiency within your business.


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João Carmo

Principal Product Manager
Talkdesk

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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Preethy Padmanaghan

Head of Platform, Product Marketing
Freshworks

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Thomas (TK) Kurian

Director, Industry Solutions
Treasure Data

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The game changing applications of Speech Analytics and Real-Time Contact Center Automation are “must have tools” for contact centers who recognize that optimal business outcomes and ideal customer experiences are the results of improving the performance of your agent community.


Join progressive call center workforce automation software leaders Larry Swift and Haresh Gangwani of Intradiem and their Speech Analytics partner Brian LaRoche of CallMiner as they share how this powerful partnership and their industry leading technologies can transform and reinvent your contact center performance. 



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Brian LaRoche

Director of Outreach Marketing
CallMiner

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Haresh Gangwani

Executive Vice President of Global Alliances
Intradiem

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Larry Swift

Director of Solution Consulting
Intradiem

2:30 pm - 3:00 pm Fireside Chat: How to Make Quick, Insightful Business Decisions by Leveraging Customer Intelligence and Data Culture

Brett Cohen - Business Intelligence Leader, Business Intelligence Leader
Sandy Ko - Senior Analyst, Customer Contact & Conference Director, Customer Management Practice

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Brett Cohen

Business Intelligence Leader
Business Intelligence Leader

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice