Annual Expo Agenda:
9:00 am - Check In & Registration
Morning Refreshments Offered
10:00 am - FORGET YOUR MOTHER’S MAIDEN NAME – SECURE AND IMPROVE CUSTOMER AUTHENTICATION - Presented by Erica Thomson, Sales Specialist, NICE Systems
Your customers can’t stand the current authentication process! Say goodbye to interrogation sessions at the beginning of each interaction and shave approximately 3 seconds off each call with NICE Real-Time Authentication. You will also improve your customer experience metrics. Erica Thomson, Director, NICE Systems
10:30 am - Executive Talk...Live streaming interviews from leading experts sharing their perspective of the industry, what is happening and what the future holds.
Hosted by the Contact Center Pipeline Journal
11:45 am - Roadmap to Modern Strategy Framework
Presented by JP Saunders, Sr. Director Strategy, Oracle
In this session you will discover how to leverage the Oracle Roadmap to Modern strategy framework, to develop a synergistic alignment between your phases of technology adoption, engagement approaches, and value metrics. This session is designed to help you quickly establish a common understanding amongst your peers, partners and teams of where your customer service organization is today on its journey to being modern, and how to mature your customer engagement strategies to align to your customer experiences initiatives across the organization, that drives sustainable growth and profit for your business.
12:30 pm - Luncheon for Guests & Sponsors
Three course, plated lunch to be served.
1:45 pm – Presentation by Dimension Data - Presented by Gerard Gooch, Senior Solution Architect, Dimension Data
Dimension Data Benchmarking Report - The Global Contact Centre Benchmarking Report provides a comprehensive global overview of the state of multichannel interactions, and customer management in contact centers. Frequently cited by industry analysts and quoted by the media, the Dimension Data Global Contact Centre Benchmarking Report is widely acknowledged as the most useful, authoritative and comprehensive report of its kind. It's designed to provide a single point of reference on key aspects affecting customer management in today's contact centers. We will share the latest actionable findings from our report.
2:00 pm - Keynote Presentation - Bill Curry
Bill Curry has spent his entire adult life as a leader and communicator. His NFL career included two Super Bowl titles and a stint as the President of the NFL Players Association. Bill served as head football coach for Georgia Tech (’80-’86), the University of Alabama (’87-’89), and the University of Kentucky (’90-’96). In 1989, Bill was recognized as the nation’s top coach with the Bobby Dodd National Coach of the Year Award.
From 1997 to 2008, Bill came into millions of homes each football Saturday as an analyst for ESPN. In September 2006, the American Football Coaches Association announced Bill as the recipient of the 2007 Amos Alonzo Stagg Award in honor of his outstanding service toward the advancement of the best interests of football.
In June 2008, Bill was selected to be the inaugural head coach of Georgia State University’s new football program. Bill’s book – “Ten Men You Meet in the Huddle” – was released in August 2008 by ESPN books and was praised by author Pat Conroy as “the best book about the NFL” that he ever read.
In March 2013, Bill joined former player Pete Wellborn and communications expert Jeff Battcher to form Curry, Wellborn & Battcher, LLC, a company offering leadership and success training and sports-related crisis communications services.
Bill is married to the former Carolyn Newton of Atlanta, a graduate of Agnes Scott College who earned her master’s degree and Ph.D. from Georgia State. Bill and Carolyn have two children and seven grandchildren.
Discipline, Leadership, and Compassion: Traits of a Champion
No matter how you define “success” in your personal, business, and community life, you can increase the odds of achieving your goals by dedication to and cultivation of the characteristics of winners. The most important of these include discipline, leadership, and compassion. A true champion understands that everyone must choose between the two pains in life – the pain of discipline and the pain of regret. A champion dedicates himself or herself to becoming a powerful, positive influence upon others, or, in other words, a great leader. Finally, a champion refuses to yield to biases or prejudices, and instead understands that unexpected, undeserved, unrewarded acts of compassion undeniably change lives.
3:15 pm - Raffle Prizes Awarded
3:30 pm - Behind the Scenes Tour of Gillette Stadium
4:00 pm - Event Concludes
*Final program subject to change
- Spring Forum, Tuesday, March 24, 2015, Blue Hill Country Club, Canton, MA
- 14th Annual Vendor Expo, Tuesday, June 9, 2015, Gillette Stadium
- Fall Forum, Tuesday, September 22, 2015, Blue Hill Country Club, Canton, MA
- Winter Forum & Holiday Reception, Tuesday, December 8, 2015, Blue Hill Country Club, Canton, MA