2016 Call Center Week Conference And Expo Agenda
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1. Inspirational. Educational. Community-Oriented. From personalizing to predicting the needs of the customer Lead Sponsor: Premium Sponsors: June 27 – July 1, 2016 • The Mirage, Las Vegas • www.callcenterweek.com

2. www.callcenterweek.com2 3 Why CCW 22 Agenda at a Glance 7 New for 2016 46 Our Partners Sponsors & Exhibitors Media Partners 16 Your Keynotes Tony Hsieh Chip Conley 65 Registration Package Options Pricing & Discounts 5 About the Attendees 23 Full Agenda Pre-Conference Master Classes and Site Tours Pre-Conference Workshops Main Conference Day One Main Conference Day Two Post-Conference Site Tours 12 Call Center Week Excellence Awards 64 Venue & Accommodation 18 Your Speakers TABLE OF CONTENTS 125+ SPEAKERS 2000+ ATTENDEES 1200+ATTENDING COMPANIES SPONSORS & EXHIBITORS200+58%+DIRECTOR AND ABOVE YOUR INDUSTRY’S #1 EVENT #CallCenterWeek

3. www.callcenterweek.com3 The #1 customer care event in the world is pleased to present our brand new event delivering crucial discussions in an electrifying atmosphere. This year, we are excited to be celebrating 17 years of Customer Service Experience Transformation. Customers have more channels and more choices than ever before. We are in a new C to B world where the customer’s in the driver’s seat. Over the last decade, the focus has shifted to the customer. However, is simply prioritizing the customer good enough anymore? Today, customers expect service on their own terms – whenever they need, in whatever digital channel they want. Expectations have grown and the key word is EFFORTLESS. For a brand to truly differentiate by leveraging customer experience, effortless has to be at its very foundation. Therefore, customer experience has shifted its end goal from personalizing to predicting customer needs. This transition is easier said than done, and it’s certainly not a one size fits all approach. CCW will provide you with the tools and insight needed to super-charge your service and set you on the path to predicting customer needs and driving loyalty. Discover how to create the right environment to execute an effortless customer experience. We look forward to seeing you in Las Vegas and if you have any questions, please don’t hesitate to reach out to the CCW team. All the best, Lisa Schulman Executive Program Director Call Center Week #CallCenterWeek WE LIVE IN AN AGE WHERE CONVENIENCE IS KING. P.S. Do YOU have a story to tell? If you would like to be considered for a future speaking opportunity, please contact Lisa.Schulman@iqpc.com and tell me what you're working on.

4. The Magic of Call Center Week is the Combination of Conference + Expo From visionary keynotes to real- world case studies, you’ll get just the information and inspiration to imagine a new future. The Robust Conference Inspires Your Next Steps The Expo Moves You from Inspiration to Actualization. By connecting you with solution providers that can help you achieve your business goals. For sponsorship opportunities, contact Simon Copcutt: Spex@iqpc.com • 1-212-885-27714

5. www.callcenterweek.com5 10% C-Level 48% VP, Director Level 34% Manager Level 8% Analysts & Specialists 61% Customer Service Contact Center 11% Marketing/Sales 10% Customer Experience 7% Other 8% Technology/IT 3% Human Resources Attendee Seniority Attendee By FunctionAttendee Industry ATTENDEE SENIORITY THIS ONE 18% Banking Finance 13% Retail Manufacturing 10% Business Support Services 10% High Tech 9% Healthcare Pharma 8% Utility Energy 7% Insurance 7% Public Sector 5% Travel Hospitality 4% Media Entertainment 3% Food Beverage 3% Telecom 1% Transportation Logistics 1% Defense Aerospace 1% Infrastructure Construction ATTENDEE INDUSTRY CONTACT CENTER SIZE (BY SEATS) 0-49 50-99 100-249 250-499 500+ 27% 15% 24% 8% 26% Contact Center Size (By Seats) ANNUAL COMPANY REVENUE IN USD $500M $500M-$1BN $1BN-$5BN $5BN-$10BN $10BN+ 2010 2011 2012 2013 2014 2015 44% 16% 18% 7% 15% 539 850 989 1275 1860 2155 Annual Company Revenue In USD CCW KEEPS GROWING! ATTENDEE BY FUNCTION CCW KEEPS GROWING! MaturityWho Attends? 80% 19% 32%2000+ Attendees 125+ Speakers 200+ Sponsors 1200+ Attending Companies 61% New Companies are optimizing their centers are launching planning are exploring alternative options such as virtual, home- based and outsourcing CCW ATTRACTS DIVERSE CUSTOMER-CENTRIC ATTENDEES

6. “One thing I thought that was just great today is the attendance in the expo hall… It was just packed all day today. And I think that demonstrate just how interested the attendees are in the newer technologies and some of the processes that can help them in their call centers.” -Gary Barnett, SVP GM Engagement Solutions, Avaya 2015 Call Center Week Chairman

7. www.callcenterweek.com7 BRAND NEW INSPIRING KEYNOTES Featuring a pull at your heartstrings session by St. Jude’s Children Hospital and Fortune 500 leaders from Coca Cola, Wells Fargo, MetLife, Verizon and Samsung THREE TECHNOLOGY PAVILIONS IN THE EXPO HALL Featuring QAs, product demos, interviews, and presentations UPGRADED ZAPPOS CONTACT CENTER SITE TOUR Featuring a dynamic keynote QA session with Jon Wolske, Culture Evangelist SCHEDULED MEET-UPS During networking breaks to connect you with industry visionaries and CCW Excellence Awards winners judges NEW CONTACT CENTER SITE TOURS • Las Vegas Water Valley District • Barclaycard • GES: Global Experience Specialists MODERATED LUNCH LEARN SESSIONS BY INDUSTRY Connecting you with like-minded peers from your industry EIGHT NEW TRACK THEMES: Executive Leadership Lab, Human Capital Management, Digital Customer Service Execution, The Efficient Intelligent Organization and the Effortless CX Execution and more..! NEW FOR 2016 #CALLCENTERWEEK

8. www.callcenterweek.com8 THE 2016 CALL CENTER WEEK EXPO HALL PREMIUM SPONSORS: Gold Silver Bronze Entrance Entrance WiﬁLounge CallCenterIQInfoDesk FB FB FB FB 133 232 131 230 110 108 106 104 102 100 431 530 429 528 534 624 535 623 727 830 726 828 831 930 829 928 1129 1228 1127 1226 1229 1328 1227 1326 233 332 430 433 532 533 833 932 933 1032 1325 1323 1321 1319 1311 1313 1309 1307 1305 1322 1320 1318 1316 1223 1221 1219 1217 1223 1220 1218 1216 1123 1121 1119 1117 924 922 920 918 825 823 821 819 1020 1018 1019 1017 1314 1312 1215 1213 1308 1306 1209 1207 1302 1300 1203 1201 1202 1200 1103 1101 1104 1102 1003 1001 1004 1002 905 903 904 902 805 803 804 802 705 703 200101 300201 401301 501500 800701 900801 1000 1100901 702 700 603 601 602 600 505 503 504 502 405 403 402 400 305 303 304 302 205 203 204 202 105 103 810 808 711 709 510 508 411 409 408 406 311 309 310 308 211 209 316 314 217 215 216 214 117 115 212 210 113 111 614 612 517 515 610 608 513 511 606509 714 712 615 613 710 708 611 609 706607 916 914 817 815 912 910 813 811 908809 1016 1014 917 915 1012 1010 913 911 1008909 824 822 820 818 725 723 721 719 722 720 718 716 623 621 619 617 622 620 618 616 525 523 521 519 524 522 520 518 425 423 421 419 422 420 418 416 325 323 321 319 324 322 320 318 225 223 221 219 C3 C1 Gene Sess CX Transformation Pavilion Big Ideas Best Practices Pavilion Service Innovation Pavilion Hall Hours: Wednesday, June 29th: 9:00 AM - 12:30 PM, 1:30 PM - 7:30 PM | Thursday, June 30th: 9:30 AM - 4:30 PM

9. 9 NAVIGATE PLAN YOUR COMPREHENSIVE VENDOR STRATEGY 200+ providers making this the largest collection of contact center solutions in the world! Global Cloud Communications by For sponsorship opportunities, contact Simon Copcutt: Spex@iqpc.com • 1-212-885-2771 HumanCapital Management Consulting Workforce Optimization for Insight Agility SCREENPLAY TranscribeMe

10. www.callcenterweek.com10 VISIT CCW’S GROUNDBREAKING TECHNOLOGY PAVILIONS IN THE EXPO HALL The Big Ideas and Best Practices Pavilion has been created to allow contact center professionals to explore innovation from a macro perspective. Don’t miss the variety of presentations, meet ups, and tech demonstrations that will occur as we keep you on the cutting edge of customer service! Hosted by: The CX Transformation Pavilion has been introduced to assist our audience in their pursuit of the “effortless customer experience”. As many contact center leaders are tasked with going from personalizing to predicting their customer needs, understanding the strategy to do so is critical. Don’t miss the discussion opportunities available as you aim to build your strategic plan moving forward! Hosted by: EXPO HALL BIG IDEAS BEST PRACTICES PAVILION CX TRANSFORMATION PAVILION SERVICE INNOVATION PAVILION The Service Innovation Pavilion has been included in the CCW 2016 Expo Hall at the request of our 2000+ attendees. With the many challenges presented in this space, Microsoft will be delivering a collection of thought leaders that can help you overcome your most pressing challenges while achieving objectives both regionally and globally. Don’t miss the opportunity to more effectively meet the needs of your customers! Hosted by: EXPO HALL EXPO HALL EXPO PASS NOW AVAILABLE* GET YOUR $99 PASS THAT INCLUDES: - Entry to expo hall - Access to 200+ technology solutions - Over 30 sessions in pavillions - Book signings - Cocktail reception - Industry meet ups and more! *$99 expo passes are only available to end users

11. www.callcenterweek.com11 Customer Experience Management Customer Experience Design Mobile Solutions/Services Multi-Channel Integration Quality Customer Satisfaction Management Self-Service Social Media Service Management Speech Analytics Crisis Management Brand Management Text Analytics Customer Interaction Management Live Chat Language Services Location Sourcing Vendor Management Agent Analytics and Monitoring BPO Call Monitoring Call Recording Benchmarking Reports Call/Skills-based Routing Outsourcing Performance Measurement and Monitoring Process Improvement/Lean/ Six Sigma Headsets Culture Retention Strategies Training Recruitment Employee Engagement Employee Loyalty, Rewards Incentives Virtual Agents Knowledge Management Hosted/Virtual Contact Center Gamification Workforce Management Benchmarking Tools Big Data Management Data Visualization Dashboards Reporting Tools Customer Analytics/Insight Customer Experience Measurement Real-time Feedback Predictive Analytics Customer Feedback (VOC/NPS/Surveys) Customer Loyalty Customer Satisfaction Management Business Intelligence Tools – Forecasting/Reporting Consulting/Advisory Services PARTICIPATE IN THE CCW 2016 DEMO DRIVE TO EFFICIENTLY MAP YOUR VENDOR STRATEGY MULTI-CHANNEL GLOBAL HR TALENT MANAGEMENT PERFORMANCE OPTIMIZATION TOOLS TECHNOLOGY DATA ANALYTICS CHOOSE THE DEMO DRIVE CARD THAT BEST ALIGNS WITH YOUR OBJECTIVES AND WIN! IVR/Speech Recognition CRM Solutions Technical Support, Sales Retention Data Management Cloud Solutions Unified Communications Shared Service Solutions WebRTC Payments PCI Compliance

12. You are cordially invited to... • Best Contact Center Leader of the Year • Best Contact Center Culture • Best Corporate Social Responsibility • Best Training Development Program • Best Use of Voice of the Customer • Best in Class Contact Center (under 99 seats) • Applications Due: Friday, March 18th • Finalist Announcement: First week in May • Winners Announcement: Tuesday, June 28th during the evening awards gala • Upscale Dinner, Live Entertainment, and Jazz Trio • Individual Tickets: $299 • Table of 10: $2,500 Award Categories 2015 Award Winners Important Dates For questions email awards@callcenterweek.com Gala Includes • Best in Class Contact Center (100-199 seats) • Best in Class Contact Center (200+ seats) • Best Outsourced Provider – Vendor Category • Best Technology Solution Provider – Vendor Category Get Your Gala Pass G ET YOUR GALA PASS TODAY Application deadline passed. Stay tuned for the finalist announcement About Our MC Jody Urquhart Jody is passionate about spreading the message of the importance of fun at work. A motivational speaker for over 16 years, Jody's trademark is to deliver very funny motivational speeches, humour is a key part of her audience connection. Jody is a featured guest speaker for the GE Healthcare Tip-TV program, broadcast in over 2600 healthcare facilities. Her insights and expertise earned her the 2008 Bronze Award in the 29th Annual Telly Awards for excellence in programming this presentation.

13. NEW As the old saying goes, “it’s lonely at the top”. This invitation-only track will be exclusively accessible to the most senior executives attending CCW 2016 as they come together to discuss topics faced at the exclusively executive level. Join us as we come together to benchmark best practices, strategic initiatives, and macro objectives to transform customer service as we know it today. Sponsored by: • Manage Growth CX and Drive the Future of Global Service Excellence • What Goes Up Must Come Down – Raise Self Service and Lower Customer Effort • Redefine Customer Service – Lessons Learned from a Viral Brand Powerhouse • Develop your Talent to Deliver Low Effort Service – The Next Generation of Effortless Experience • The Tricky Balance - Bottom Line Impact and Customer Centricity • Employ today’s technology to personalize customer engagement for a win-win relationship Leadership Lab Speakers Include: Topics Include: Eric Lange Vice President, Product Management - Customer Experience Flipkart Matt Dixon Best-Selling Author The Effortless Experience: Conquering the New Battleground for Customer Loyalty Janet Song Senior Vice President, Member Services Dollar Shave Club Eric Rasmussen Vice President, Consumer Insights Groupon Abhinav Mathur Senior Director, CS Operations Audible, an Amazon Company By Invitation Only

14. 2016 CALL CENTER IQ ADVISORY BOARD Introducing… The Call Center IQ Advisory Board acts as a conduit for information from a cross section of industries and various sized contact centers. The Advisory Board shall serve in an advisory capacity to CCIQ Management regarding the strategic positioning of its brand, marketing and communications, editorial content, and expert participation and contribution. Becky Ploeger Vice President of Contact Centers EXPRESS SCRIPTS Mary Beth Jenkins SVP and Chief Operating Officer UPMC HEALTH PLAN AND INSURANCE SERVICES DIVISION Wendy Mikkelsen Senior Product Marketing Manager INTERACTIVE INTELLIGENCE Colleen Beers Senior Vice President of Operations ALORICA Steve Blessing Senior Vice President, Head of Treasury Management Client Services CAPITAL ONE Steve Prodger Senior Vice President, Customer Experience Innovation SMARTACTION Docia Myer Vice President, US Sales CPI CARD GROUP Troy Mills Divisional Vice President, Customer Care Operations WALGREENS Jennifer Hanson Senior Director, Guest Services GiftCard Operations TARGET.COM Tedd Hunting Vice President, Marketing GENESYS Pamela Deforce Field Marketing Manager TWILIO Shawn B. Castle Support Center Manager VALVOLINE Kirk Laughlin Managing Director NEARSHORE AMERICAS Kimberly Smith Senior Group Manager MICROSOFT ADVISORY BOARD CHAIRPERSON ADVISORY BOARD MEMBERS www.callcenterweek.com14 CCIQ CCIQ

15. www.callcenterweek.com15 CCW BRINGS YOUR COMMUNITY TOGETHER TO HAVE FUN, LEARN NETWORK Now let’s move on to this year’s keynote speakers and agenda

16. www.callcenterweek.com16 INTRODUCING OUR 2016 CCW GAME CHANGER Tony Hsieh CEO Zappos.com Best Selling Author of Delivering Happiness: A Path to Profits, Passion, and Purpose In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold LinkExchange, the company he co-founded, to Microsoft for $265 million. He then joined Zappos as an advisor and investor, and eventually became CEO, where he helped Zappos grow from almost no sales in 1999 to the multi-billion dollar company it is today. Back in 2009, the company was acquired by Amazon in 2009 in a deal valued at $1.2 billion on the day of closing. Tony has remained as CEO of Zappos, which operates independently of Amazon, and continues to help build Zappos as a company dedicated to customer service, company culture, and community. Tony’s book, Delivering Happiness, was published in 2010, and outlines his path from starting a worm farm to life at Zappos. Tony shows how a very different kind of corporate culture is a powerful model for achieving success and happiness. “Delivering Happiness”, debuted at #1 on the New York Times Bestseller list. In addition to his responsibilities as CEO of Zappos.com, Tony helped start Downtown Project (www.downtownproject.com), a group committed to helping transform downtown Las Vegas into the most community-focused large city in the world. This transformation includes the relocation of the Zappos offices from Henderson, Nevada to what was the old City Hall in downtown Las Vegas. 1. completely changing the way that something is done, thought about, or made 2. a person or thing that dramatically changes the course, strategy, character, etc., of something Noun [geym cheyn-jer] GAME CHANGER

17. www.callcenterweek.com17 ANNOUNCING OUR HEADLINER KEYNOTE Chip Conley Founder, JOIE DE VIVRE HOTELS, Global Head of Hospitality Strategy, AIRBNB Best-Selling Author of Peak - How Great Companies Get Their Mojo from Maslow Founder and former CEO of Joie de Vivre (JDV), author, speaker. At age 26, Chip's mission was to “create joy” by building a company that USA Today called “the most delightfully schizophrenic collection of hotels in America.” During his nearly 24 years as CEO, JDV grew to become the second largest boutique hotel company in America. Chip shares his prescription for success is in his book, PEAK: How Great Companies Get Their Mojo from Maslow, based on noted psychologist Abraham Maslow’s iconic Hierarchy of Needs. Chip presents his theories on transformation and meaning – in business and life – to audiences around the world and he’s been a featured speaker at TED. In 2013, Chip launched Fest300 where he shares his passion for world festivals. And, he joined Airbnb as Head of Global Hospitality and Strategy, where he's sharing his proven methods with hosts in nearly 200 countries. Now he will address the 2000+ members of the CCW audience to discuss his journey and inspire us all! INSPIRATIONAL. EDUCATIONAL. COMMUNITY-ORIENTED.

18. www.callcenterweek.com18 How Great Companies Get Their Mojo from Maslow Chip Conley Founder, JOIE DE VIVRE HOTELS, Global Head of Hospitality Strategy AIRBNB Best-selling author of PEAK Zappos Culture, Delivering Happiness Revitalizing Downtown Las Vegas Tony Hsieh CEO, ZAPPOS.COM Best-selling author of DELIVERING HAPPINESS: A PATH TO PROFITS, PASSION, AND PURPOSE Team Member Engagement - Your Key to Customer Centricity George Larribas Executive Vice President Head of Treasury Management Client Delivery WELLS FARGO Strategic Innovation – Spark Growth with Game Changing Creativity Robert Taylor SVP Chief Customer Officer SAMSUNG SDS AMERICA Getting it Right – The Right Communication, at The Right Time to the Right Segment Martin Hand Chief Customer Officer ST. JUDE CHILDREN’S RESEARCH HOSPITAL Go Slow to Go Fast – How to Drive Sustainable Change in Large Organizations Christopher B. Smith Executive Vice President Head of Global Operations METLIFE A Radical New Customer Service Strategy – Effort Reduction Execution Matt Dixon Best-Selling Author THE EFFORTLESS EXPERIENCE Mobile Mania–Leading Global Talent in a Digital, Customer- Centric World Julie Hamilton Global Chief Customer Commercial Leadership Officer THE COCA-COLA COMPANY Control, Alt, Delete – How to Compete in a Digital World Anthony Recine SVP Chief Marketing Officer VERIZON ENTERPRISE INTRODUCING THE KEYNOTE SPEAKERS Be Inspired – Here’s Your Selection of Visionary Leaders Taking the Stage

19. www.callcenterweek.com19 SPEAKERS WITH ACTIONABLE TAKE-AWAYS You’ll meet and hear from innovative customer care leaders sharing detailed presentations and interactive panels to drive your business forward. NEW! Julie Hamilton Global Chief Customer and Commercial Leadership Officer The Coca-Cola Company NEW! Martin Hand Chief Customer Officer St. Jude Children’s Research Hospital BACK BY POPULAR DEMAND Mary Beth Jenkins Chief Operating Officer UPMC Health Plan BACK BY POPULAR DEMAND Stephen Riddell Chief Sales Officer Sprint NEW! Christopher B. Smith Executive Vice President Head of Global Operations MetLife NEW! George Larribas Executive Vice President and Head of Treasury Management Client Delivery Wells Fargo NEW! Misti Mostiller EVP, Director, Consumer Strategy Innovation Extraco Banks NEW! David John Executive Vice President LTD Financial Services NEW! Robert Taylor Senior Vice President and Chief Customer Officer Samsung SDS America NEW! Gregg Fernandes VP, Customer Care Logistics The Washington Post NEW! Eric Rasmussen Vice President, Consumer Insights Groupon NEW! Phil Dean VP, Customer Success Support Nitro NEW! Diane Zilko VP of Revenue Cycle Operations UPMC NEW! Joe McLaughlin Vice President Operations and Technology - Western and Central New York AAA Steve Kaay VP, Global Contact Center Ops US Auto Parts NEW! Flavio Martins Vice President of Operations DigiCert NEW! Kathy Hutchens Vice President, Patient Engagement Sharp Healthcare NEW! Jawana Gutierrez Vice President, Customer Care Services Austin Energy NEW! Janet Song Chief Customer Officer Dollar Shave Club NEW! Chip Conley Global Head of Hospitality Strategy, Airbnb Founder, Joie de Vivre Hotels Best-selling author of “Peak” NEW! Matt Dixon Best-Selling Author The Effortless Experience: Conquering the New Battleground for Customer Loyalty NEW! Anthony Recine SVP CMO Verizon Enteprise BACK BY POPULAR DEMAND Troy Mills Divisional VP, Customer Care Operations Walgreens NEW! Sue Martin Global Vice President of Customer Service Newegg NEW! Lea Harpster VP Customer Support Thomson Reuters NEW! Russell Rossi Corporate VP AARP - Tampa Operations New York Life Insurance Company NEW! Ed Ariel VP of Customer Service ezCater NEW! Terry Lang VP Retail Customer Contact Center, National Operations Manager Comerica Bank NEW! DeLania Truly VP-Sales | Central Region CUNA Mutual Group NEW! Jim Thomsen VP of Customer Care Sign-Zone NEW! Jennifer “Jay” Palumbo VP, Patient Care Progyny NEW! Donna Harris Vice President - Customer Solution Head Bank of New Hampshire NEW! Maryellen Abreu Vice President, Customer Care Savant Systems NEW! Christopher Keenan Head, Worldwide Medical Contact Insights Bristol-Myers Squibb NEW! Marcus Minzlaff Head of Customer Services TUI GROUP NEW! Gratia Carver Head, Customer Experience Portfolio Management Allegion NEW! Sean Rivers Head of Operations Technology Republic Wireless, a division of Bandwidth

20. www.callcenterweek.com20 YOUR SPEAKERS continued... NEW! Abhinav Mathur Senior Director, CS Operations Audible, an Amazon Company NEW! Victor Janey Senior Operations Director General Dynamics Information Technology NEW! Aarde Cosseboom Senior Director, WW Customer Care Cornerstone on Demand NEW! Jon Wolske Culture Evangelist Zappos NEW! Klaus Buellesbach Director Ace Care Center Tech Services Ace Hardware Corp. NEW! Joann Butler Customer Relations Innovation Officer Washington Suburban Sanitary Commission (WSSC) NEW! Jean Lemyre Director, VIA Customer Centres Customer Relations VIA Rail Canada Inc. NEW! Mike Wittrock Senior Vice President, Customer Care ATT Entertainment NEW! Jason Goodroe Second Vice President, Customer Service Center Aflac NEW! Patrick O’Grady Director, Consumer Technical Support CenturyLink NEW! Mary Mercury Strategic Solution Manager Chobani NEW! Stephanie J. Shaffer Product Leader, Customer Experience Platform Asurion NEW! Lindsey Croy HR Leader Whirlpool BACK BY POPULAR DEMAND Alexander Wareham Planning, Analytics Quality Leader, Western Central NY AAA NEW! Randy Maples B2C Quality Training Manager Whirlpool NEW! Robert Lachance Manager of Client Services Ontario College of Teachers NEW! Arvin Pleim Director of Customer Service Logistics Pella Corporation NEW! Dustin Laun Senior Advisor for Innovation Technology Federal Communication Commission (FCC) Betty DeVere Vendor Manager Samsung Electronics BACK BY POPULAR DEMAND Steve Pfeilsticker Learning Performance Improvement Express Scripts NEW! Josh Sexton Director, Customer Care Liberty Utilities NEW! Colleen Cieslinski Director of External Services University of Rochester Medical Center Kimberly Warrick Director of Client Services NJ Shares NEW! Glynda Pace Engagement Center Director Delta Airlines NEW! Lisa Roth Executive Leader, Program Support Elevate Energy NEW! Chuck Koskovich Global Customer Care Lead Xerox NEW! Donna Meadows Sr. Manager, Remote Agents United Airlines NEW! John Martino Director/Head of U.S. WFM Barclaycard NEW! Laurie Walter Senior Leader of Organizational Development Whirlpool Diane Magers CCXP Office of the Customer –Business Solutions ATT BACK BY POPULAR DEMAND Kevin Blackburn Innovation Technology Guru Express Scripts NEW! Ed Albrektsen Supplier Relations, Lead Auditor – Reimbursement, Access Safety Services McKesson Specialty Health NEW! Genel Salazar Customer Care Supervisor Las Vegas Valley Water District NEW! Wynton Ward Customer Care Supervisor Las Vegas Valley Water District NEW! Manny Marrero, Jr. Senior Sales Trainer Getaroom NEW! Cora Danielson Senior Director National Service Center GES (Global Experience Specialists) NEW! Eric Lange Vice President, Customer Experience Flipkart NEW! Jeff Miller VP, Sales Service Blinds.com NEW! Kelly Marchant Engagement Center Director Delta Air Lines NEW! Elie Dakwar Contact Center Director Bookit.com

21. www.callcenterweek.com21 YOUR SPEAKERS continued... Carol Leaman CEO Axonify Irv Shapiro CEO DialogTech Ken McElrath Co-Founder CEO Skuid Chris Mulligan Founder CEO TalentKeepers Curtis N. Bingham CEO Chief Customer Officer Council Ronna Caras President Caras Training Paul Johns Chief Marketing Officer Conversocial Kirk Laughlin Managing Director Customer Experience Report Nearshore Americas Kevin Pitts Director, Enterprise Networks Oracle Christophe Adrien Director of Business Development ATL Communications Brian Spencer VP Contact Center Sales, Americas Mitel Tom Tseki VP, Global Customer Care Solutions Lionbridge Bruce Marler VP of Technical Sales CaféX Communications Pam Plyler Executive Practice Lead, Customer Experience The Northridge Group Alon Waks Global Head of Product Marketing LivePerson David Huang Principal Program Director Microsoft Barbara A. King Senior Director Verascape Andrew Fazio Director, BPO Hospitality CW Business Rebecca Wormleighton Director of Product Marketing Mitel Roger Lee Principal Evangelist, WFO OpenText Tony Simek Enterprise Architect Genesys David Low Enterprise Executive Verint Becca J. Wahlquist Partner Snell Wilmer Tricia Morris Sr. Product Marketing Manager Microsoft Joe Dickerson User Experience Lead, Author, Technologist Microsoft Cassandra St. Louis User Experience Architect Microsoft RJ Gazarek Solutions Marketing Manager XO Communications Deborah Alvord Global Lead- Contact Center Advisory, CX Transformation Hewlett Packard Enterprise Matthew Price Sr. Director, CX Strategy Design Oracle Ralph Barletta EVP Knoah Solutions Jim Iyoob EVP of Customer Experience Operational Excellence Etech Ryan Swanger Senior Vice President Sales Mattersight Kevin Bottoms Global VP, Business Development TELUS International Aaron Seabaugh Vice President of Information Technology and Client Solutions Alorica Mark Belcher Vice President Operations, Client Services, and Business Development SPi Global Fabrice Martin VP Product Management Clarabridge Anne Pacifico VP Sales Marketing Castel Communications INDUSTRY THOUGHT LEADERS

22. www.callcenterweek.com22 YOUR CCW EXPERIENCE AT A GLANCE Pre-Conference Master Classes Site Tours • Monday, June 27th Post-Conference Site Tours • Friday, July 1st Pre-Conference Workshops Call Center Week Excellence Awards Gala • Tuesday, June 28th Main Conference Expo • Wednesday, June 29th Main Conference Expo • Thursday, June 30th 7:30 AM Morning Site Tours – Zappos or Las Vegas Valley Water District 8:00 AM Morning Site Tour - Barclaycard (Global Fortune 500!) and GES! 12:30 PM Master Classes (G or H) or Afternoon Site Tours – Zappos or Las Vegas Valley Water District 12:30 PM Afternoon Zappos Site Tour 2:30 PM Workshops (O or P or Q) 6:00 PM Call Center Week Excellence Awards Gala 8:00 AM Workshops (I or J or K) 11:15 AM Workshops (L or M or N) 11:30 AM Morning Zappos Site Tour 8:00 AM Opening Remarks Chairperson Welcome 8:20 AM Morning Keynotes 9:55 AM Morning Networking Break in the Expo Hall 11:00 AM Morning Keynotes Continue 11:50 AM Roundtable Discussions 12:30 PM Networking Luncheon 2:00 PM Afternoon Track Sessions 3:45 PM Afternoon Networking Break in Expo Hall 4:35 PM Track Sessions Continue 5:25 PM Main Conference Day 1 Closing Keynote 6:10 PM CCW Cocktail Reception in the Expo Hall 8:15 AM Opening Remarks Yesterday’s Recap 8:30 AM Morning Keynotes 10:00am Morning Networking Break in Expo Hall 11:00am Morning Keynotes Continue 11:50 PM Roundtable Discussions 12:30 PM Networking Luncheon 2:05 PM Afternoon Track Sessions Begin 3:35 PM Afternoon Networking Break 4:15 PM Closing Keynote

23. www.callcenterweek.com23 Four Zappos Monday Tour Times: Check in at 7:30 AM, 8:30 AM, 11:30 AM or 12:30 PM Two Las Vegas Valley Water District (LVVWD) Monday Tour Times: Check in at 8:30 AM or 12:30 PM Two Afternoon Master Classes: Check in at 12:30 PM, Content Runs from 1:00 PM – 5:00 PM Monday, June 27, 2016 DAY ONE: PRE-CONFERENCE MASTER CLASSES SITE TOURS Don’t miss this exciting tour of LVVWD's Call Center, which employs 110 service professionals, processes 50,000 customer interactions a month for approximately 365,000 active water services. We will be meeting subject matter experts and touring multiple areas within the department and hear a dynamic presentation on “Connecting Operational Effectiveness to the Customer Journey.” Genel Salazar Customer Care Supervisor Las Vegas Valley Water District Wynton Ward Customer Care Supervisor Las Vegas Valley Water District Alisa Mann Director, Customer Care and Field Services Las Vegas Valley Water District Site tour leaders: MORNING SITE TOUR MORNING SITE TOUR Featuring A Keynote by Jon Wolske, Culture Evangelist Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® 6 years in a row! Our deluxe experience includes: Private tour of the Zappos Campus, Keynote speech by Jon Wolske, Culture Evangelist and QA session with Jon Wolske. ZAPPOS TOUR EXPERIENCE AND KEYNOTE LAS VEGAS VALLEY WATER DISTRICT 7:30 AM ZAPPOS 7:30 AM Registration Coffee 8:00 AM Departure for Zappos 9:00 AM Tour Keynote Presentation 11:30 AM Return to The Mirage 8:30 AM ZAPPOS 8:30 AM Registration Coffee 9:00 AM Departure for Zappos 10:00 AM Tour Keynote Presentation 12:30 PM Return to The Mirage MORNING SITE TOURS (Reserved for 5 day pass holders) MORNING SITE TOUR (Reserved for 5 day pass holders) SITE TOUR A SITE TOUR B 8:30 AM LAS VEGAS VALLEY WATER DISTRICT 8:30 AM Registration Coffee 9:00 AM Departure for LVVWD 10:00 AM Tour Keynote Presentation 12:30PM Return to The Mirage SITE TOUR E REGISTER EARLY Each Tour Is Strictly Limited To 25 Attendees! REGISTER EARLY Each Tour Is Strictly Limited To 50 Attendees! DON'T MISS OUR FRIDAY SITE TOURS Checkout page 44 for more info NEWNEW KEYNOTE OR SOLD OUTSOLD OUT

24. www.callcenterweek.com24 DAY ONE: MONDAY, JUNE 27, 2016 continued... REGISTER EARLY – EACH TOUR IS STRICTLY LIMITED TO 25 ATTENDEES! Proudly Featuring A Keynote by Jon Wolske, Cultural Evangelist REGISTER EARLY – EACH TOUR IS STRICTLY LIMITED TO 50 ATTENDEES! AFTERNOON SITE TOURS ZAPPOS TOUR EXPERIENCE AND KEYNOTE LAS VEGAS VALLEY WATER DISTRICT 11:30 AM ZAPPOS 11:30 AM Registration Boxed Lunch 12:00 PM Departure for Zappos 1:00 PM Tour Keynote Presentation 3:30 PM Return to The Mirage 12:30 PM ZAPPOS 12:30 PM Registration Boxed Lunch 1:00 PM Departure for Zappos 2:00 PM Tour Keynote Presentation 4:30 PM Return to The Mirage AFTERNOON SITE TOURS AFTERNOON SITE TOUR SITE TOUR C 1:00 PM – 5:00 PM Master Class PERFORMANCE ENHANCEMENT – It Takes A Skilled Workforce to Reach the High Hanging Fruit 1:00 PM – 2:45 PM Master Class Part 1 / 3:00 PM – 5:00 PM Master Class Part 2 PERSONAL LEADERSHIP AND TALENT MANAGEMENT 1:00 PM Why the Customer Experience Matters and What you Can Do About it Stephen Riddell Chief Sales Officer Sprint Executives focus on lots of things, but only a few matter for performance improvement. Learn secrets that you must focus on to set the foundation for growth. This interactive session will focus on sales, service, coaching, and performance strategies and will help your move your organization to the next level of performance improvement. 1:00 PM PART 1 - Personal Leadership and Developing the Next Generation of Talent DeLania Truly Vice President, Sales - Central Region CUNA Mutual Group Anyone who works directly with the customer needs to know how to demonstrate personal leadership to deliver great service. As you step into greater and bigger leadership roles, how do you lead others to deliver excel service on top of managing day to day operations? 3:00 PM PART 2 - High Performance Culture Transformation Generation of Talent Gratia Carver Head, Customer Experience Portfolio Management Allegion (Lean Six Sigma Black Belt) Hear about how Allegion, a leader in keeping people safe with category-inventing brands, established an award winning high performance culture. Find out how to standardize call center scorecards and methodologies across call center and product brands to ensure employee awareness and understanding of performance measurement practices. AFTERNOON MASTER CLASS SESSIONS 12:30 PM Registration Boxed Lunch 12:30 PM Registration Boxed Lunch BACK BY POPULAR DEMAND – Our Top Rated Speaker is Now a C Level Executive with Sprint MASTER CLASS MASTER CLASS G H SITE TOUR D 12:30PM LAS VEGAS VALLEY WATER DISTRICT 12:30 PM Registration Boxed Lunch 1:00 PM Departure for LVVWD 2:00 PM Tour Keynote Presentation 4:30 PM Return to The Mirage SITE TOUR F AFTERNOON SITE TOUR NEW TOUR CAPPED AT 50 ATTENDEES NEW KEYNOTE OR SOLD OUT SOLD OUT

25. www.callcenterweek.com25 DAY TWO: PRE-CONFERENCE WORKSHOPS Tuesday, June 28, 2016 Workshops 7:00 AM Registration 8:00 AM – 11:00 AM Workshops I J K WORKSHOP I WORKSHOP J WORKSHOP K Quality Metrics – Unveiling the Strategic Insights for your Business Discover how to transform customer intelligence into actionable insights that can be communicated and turned into process improvement plans to drive any needed change. Jim Iyoob EVP of Customer Experience and Operational Excellence Etech Jim Iyoob will be joined by CX trendsetter: Manny Marrero, Jr. Senior Sales Trainer Getaroom Customer Experience - Then and Now t’s important to cater to all ages In order to build a superior customer experience. Learn the new customer service principles that apply to serving millennial customers. Mark Belcher Vice President Operations, Client Services, and Business Development SPi Global Patrick Lynch Regional Director for Outsoure Operations DISH From Call Center to Customer Engagement Center: Leading through Change Learn how to take the lead in customer service - and perhaps create a differentiator for your brand or organization in the process. We’ll walk through three stages of customer service maturity, with interactive discussions covering employee empowerment and engagement, the addition of service channels, insights and analytics, as well as how culture and collaboration sets the scene for greater customer service success and satisfaction. You’ll walk away with key steps to improve service and lead in future innovation. Tricia Morris Sr. Product Marketing Manager Microsoft Joe Dickerson User Experience Lead, Author Technologist Microsoft Cassandra St. Louis User Experience Architect Microsoft KI J Select 3 different workshops that align with your development areas. All workshop leaders are trained to deliver and execute effective training programs, giving you the solid strategies to take back and implement at your own call center. SPACE IS LIMITED SO SIGN UP TODAY!

26. www.callcenterweek.com26 DAY TWO: TUESDAY, JUNE 28, 2016 continued... WORKSHOP I WORKSHOP J WORKSHOP K Service Delivery Optimization: Tackling Your Biggest Challenges with Best Practice Processes This fast paced workshop will cover best practice processes in key operational areas so that you can Optimize Service Delivery and Drive CX. Roger Lee Principal Evangelist, WFO OpenText Deborah Alvord Global Lead- Contact Center Advisory, CX Transformation Hewlett Packard Enterprise Mobile is the New Normal - Prepare for the Rise of the Mobile Enterprise Customer experience is a key differentiator in today’s ultra-competitive environment and, more than ever, that experience is shaped and delivered through digital interactions. In this engaging workshop, learn how today’s mobile consumer, the Cloud, and the Internet of Things are driving change, and how to adapt in order to rise above your competitors. Brian Spencer VP Contact Center Sales, Americas Mitel Rebecca Wormleighton Director of Product Marketing Mitel Losing People Stinks! Engage and Retain Agents to Boost Customer Experience People drive your performance metrics like sales and NPS scores. Learn proven strategies to reduce turnover and boost customer experience, while igniting your leaders. Chris Mulligan Founder and CEO TalentKeepers NL M Workshops 11:00 AM Registration 11:15 AM – 2:15 PM Workshops (Box Lunch Served) L M N REGISTER EARLY – EACH TOUR IS STRICTLY LIMITED TO 25 ATTENDEES! Proudly Featuring A Keynote by Jon Wolske, Cultural Evangelist AFTERNOON SITE TOURS ZAPPOS TOUR EXPERIENCE AND KEYNOTE 11:30 AM ZAPPOS 11:30 AM Registration Boxed Lunch 12:00 PM Departure for Zappos 1:00 PM Tour Keynote Presentation 3:30 PM Return to The Mirage 12:30 PM ZAPPOS 12:30 PM Registration Boxed Lunch 1:00 PM Departure for Zappos 2:00 PM Tour Keynote Presentation 4:30 PM Return to The Mirage AFTERNOON SITE TOURS SITE TOUR W SITE TOUR X NEW KEYNOTE

27. www.callcenterweek.com27 6:00 PM CALL CENTER WEEK EXCELLENCE AWARDS GALA Live Entertainment by Motivational Humorous Comedian, Jody Urquhart. This year's awards gala will include a formal dinner, live entertainment, and jazz music. Make sure to apply for the awards and get your gala pass at www.callcenterweekawards.com For questions please email awards@callcenterweek.com DAY TWO: TUESDAY, JUNE 28, 2016 continued... WORKSHOP I WORKSHOP J WORKSHOP K Build your Customer Service Strategy for the Post Voice Era Customers are demanding messaging-- whether it’s chatting online or via mobile. By transforming your contact center strategy, you will not only meet the demands of today’s consumer, but drive greater value to your overall business and increase brand loyalty. Alon Waks Global Head of Product Marketing LivePerson A leader from a Fortune 500 company will be speaking with Alon Waks Customer Experience Journey Mapping: Design Experiences From the Outside In You’ve been told to be more customer centric, but so often it feels like it’s an uphill battle getting everyone on the same page, or to even get started. This hands-on workshop will teach you a proven methodology that will help align internal teams around creating innovative new experiences for your customers. Ryan Patin Solutions Consultant Oracle Improve your Business Performance with Knowledge – Push the Boundaries of eLearning Hear about an Employee Knowledge Platform that combines microlearning with knowledge-on-demand capabilities in a gamified experience. Drive higher levels of performance and combine both individual and team reporting, and behavior tracking and measurement. Carol Leaman CEO Axonify QO P Workshops 2:15 PM Registration 2:30 PM – 5:30 PM Workshops O P Q

28. www.callcenterweek.com28 DAY THREE: MAIN CONFERENCE Wednesday, June 29, 2016 7:00 AM Registration Morning Coffee 8:00 AM Opening Remarks from the CCW Team Dan Rood Senior Director, Marketing Interactive Intelligence 8:20 AM HEADLINER KEYNOTE: How Great Companies Get Their Mojo From Maslow Chip Conley Global Head of Hospitality Strategy, Airbnb Founder, Joie de Vivre Hotels, Best-selling author of Peak - How Great Companies Get Their Mojo from Moslow Part memoir, part theory, and part application, Chip shares Joie de Vivre’s remarkable transformation while providing real world examples from other companies and showing how attendees can bring about similar changes in their work and personal lives. He explains how to understand the motivations of employees, customers, bosses, and investors, and use that understanding to foster better relationships and build an enduring and profitable corporate culture. 9:05 AM KEYNOTE: Getting it Right – The Right Communication, at The Right Time to the Right Segment Martin Hand is the Chief Customer Officer for ALSAC/St. Jude, where he is responsible for the overall donor experience, contact center operations, and donor account processing functions. He is an operation, customer service, and finance executive with 28+ years of experience, an unwavering customer focus, and a sense of urgency. Discover how St. Jude’s Children’s Research Hospital takes care of its 9 million donors to secure resources for finding cures and saving children. Walk away with new insight to elevate, personalize and predict your customer’s experience. Martin Hand Chief Customer Officer St. Jude Children’s Research Hospital 9:05 AM Grand Opening Expo Hall Content Begins CONCURRENT SESSIONS • Choose your track, and customize your learning BIG IDEAS BEST PRACTICES PAVILION: Welcome Opening Keynote: How to Become A Hero In “The Story of Change” Learn how you and your contact center can reach hero status by turning the velocity of change into a competitive advantage, quickly maximizing return on existing investments and embracing rapid innovation to redefine the customer experience. Jason Alley Senior Product Marketing Manager Interactive Intelligence EXPO HALL CX TRANSFORMATION PAVILION: Welcome Opening Keynote: A New Era of Service for the Connected World Stephen Bell Senior Director of Product Marketing, Service Cloud Salesforce EXPO HALL EXPO HALL 9:50 AM 5 minute transition time CALL CENTER WEEK EXPO HALL GRAND OPENING Martin was featured in Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine SERVICE INNOVATION PAVILION: Welcome Opening Keynote: How to Create a Customer Service Differentiator As organizations look for new ways to differentiate themselves in the eyes of customers, discover new innovations to capitalize on “everything as a service” and benchmark your existing self-service, assisted service and service delivery initiatives. Matt Kresch Director of Product Marketing - Service Microsoft Becky Ploeger Vice President of Contact Centers Express Scripts

29. www.callcenterweek.com29 DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... 9:55 AM MORNING NETWORKING BREAK AND DEMO DRIVE IN THE EXPO HALL– BUILD YOUR AGENDA! PAVILION MEET-UPS Break away from the action to take some dedicated time solving “What’s Keeping YOU Up at Night?” with today’s leading contact center practitioners. Located on our expo hall floor in the three newly introduced pavilions, CCW will be presenting you with the opportunity to participate in the “meet up” of your choice! KEY STRATEGIES TO COLLABORATE ACROSS THE ORGANIZATION Terry Lang, VP Retail Customer Contact Center, National Operations Manager, Comerica Bank EARNING MEANINGFUL ENGAGEMENT FROM AGENTS Klaus Buellesbach, Director Ace Care Center Tech Services, Ace Hardware OVERCOMING GROWTH PAINS FOR RAPIDLY DEVELOPING COMPANIES Jim Thomsen, VP of Customer Care, Sign-Zone DEMONSTRATING THE FINANCIAL VALUE OF ALIGNING SLAS WITH CUSTOMER EXPECTATIONS Jean Lemyre, Director, VIA Customer Centres and Customer Relations, VIA Rail Canada CRITICAL 21ST CENTURY CUSTOMER EXPERIENCE SKILLS Kathy Hutchens, Vice President of Patient Engagement, Sharp Healthcare NEW TO CALL CENTER WEEK? GET THE MOST OUT OF YOUR EXPERIENCE! Kimberly Warrick, Director of Client Services New Jersey Shares Join Best Selling Author, Global Head of Hospitality and Strategy, and Founder of Joie de Vivre, Chip Conley, as he takes LIVE! QA and signs copies of his groundbreaking and transformative, “PEAK: How Great Companies Get Their Mojo from Maslow”. Get in line now! LIVE QA AND BOOK SIGNINGTake the opportunity to add some fun to your vendor assessment process. During our trademarked Demo Drive, you will have the opportunity navigate the expo hall, learn about the variety of solutions that could compliment your critical objectives, and win some fabulous prizes along the way! DEMO DRIVE

30. www.callcenterweek.com30 DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... 11:00 AM KEYNOTE: Mobile Mania – Leading Global Talent in a Digital, Customer Centric World How do you prosper in a world where consumers hate being “sold to,” shop on their mobile devices and want instant gratification? The Global Chief Customer Officer of the world’s largest beverage company will provide insight on major themes shaping the world of customer care. Julie’s ground breaking keynote will share examples of talent management and customer centricity from around the world and will focus on the broad strategy. One of Julie’s colleagues will then participate in an informal QA sharing take away strategies for the day to day implementation of the broad strategy. Julie Hamilton Global Chief Customer and Commercial Leadership Officer The Coca-Cola Company Glenn Gemmill Vice President, Contact Centers Coca-Cola Refreshments 11:00 AM Expo Hall CONCURRENT SESSIONS CX TRANSFORMATION PAVILION: Live QA with Martin Hand Don’t miss this opportunity to ask Martin Hand how he creates unwavering customer focus! Martin Hand Chief Customer Officer St. Jude’s Children’s Research Hospital SERVICE INNOVATION PAVILION Yes, You Can Have the Best of Both Worlds: Boosting Speed and Accuracy in Service Performance Insight on Bank of New Hampshire’s action steps to exceed industry standard service levels by answering 90% of all calls within 20 seconds, while providing exceptional quality service. Donna Harris Vice President - Customer Solution Head Bank of New Hampshire “This is a place to get reenergized about customer service,” - Vicki Farrahi, Director In-House Operations, CompuSystems EXPO HALL EXPO HALL 11:50 AM Moderated Roundtable Discussions Our peer-to-peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions. Roundtables are the perfect way to dig a little deeper into topic and learn new strategies through sharing ideas in interactive groups. And the best thing is you get to choose the topic that suits you best. Take a good look through the list below and then get ready to be involved. 1 Offer your Customers a Rich Connected Experience through Text, Audio and Video with WebRTC Led by: Kevin Pitts, Director - Product Marketing, Enterprise Networks, Oracle 2 Speed Analytics: Your Key to Improve Quality Assurance and Customer Engagement Anne Pacifico, VP Sales and Marketing, Castel Communications 3 Turn Customer Feedback into Customer Happiness - Understand Customer Needs, Wants, and Feelings Fabrice Martin, VP Product Management, Clarabridge 4 Extend your Customer Engagement Capability on Social Harry Rollason, Senior Marketing Manager, Conversocial 11:45 AM 5 minute transition time 11:50 AM Expo Hall Session continued next page Expo Hall continued next page CONCURRENT SESSIONS BIG IDEAS BEST PRACTICES PAVILION The Art and Science of Customer Experience Deep down, we all want to provide the very best service and be confident that our front-line staffs are equipped to represent our organizations and deepen customer engagement thousands of times each day. Rich Van Eaton Director of Sponsor and Donor Relations Compassion International BACK BY POPULAR DEMAND! EXPO HALL CX TRANSFORMATION PAVILION Organizing the Chaos of Mobile Customer Interactions An inside look at the impacts of fragmented mobile communications, how to overcome them, and ways to maximize channels to create insanely great customer experiences. Aaron Seabaugh Vice President of Information Technology and Client Solutions Alorica EXPO HALL EXPO HALL Julie serves on the boards of the Network of Executive Women in Retail, Children's Miracle Network and SIFE (Students in Free Enterprise). FORTUNE 100 BIG IDEAS BEST PRACTICES PAVILION The Nearshore Sourcing Clinic: Deepening Your BPO Relationships Assessing various factors to determine which sourcing options best fit your key stakeholder requirements and advance your current call center capabilities. Kirk Laughlin Managing Director Customer Experience Report and Nearshore Americas

31. www.callcenterweek.com31 2:00 PM - 2:10 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION Chairperson’s Opening Remarks Amy McCarty Senior Vice President Dialog Direct Chairperson’s Opening Remarks John Huehn President CEO In The Chat Chairperson’s Opening Remarks Tom Tskei VP, General Manager - Contact Center Solutions Lionbridge Chairperson’s Opening Remarks Kate Mirkin Senior Manager, Product Marketing - Service Cloud Salesforce 2:00 PM - 2:10 PM TRACK 5 BIG IDEAS BEST PRACTICES TRACK 6 CX TRANSFORMATION TRACK 7 SERVICE INNOVATION TRACK 8 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Sponsored by: EXPO HALL Chairperson’s Opening Remarks Chairperson: Jason Alley Senior Product Marketing Manager Interactive Intelligence EXPO HALL Chairperson’s Opening Remarks Chairperson: Stephen Bell Senior Director of Product Marketing, Service Cloud Salesforce EXPO HALL Chairperson’s Opening Remarks Chairperson: Michelle Arya Partner Program Director, New Markets Microsoft Chairperson’s Opening Remarks Chairperson: Kevin Bottoms Global VP, Business Development TELUS International DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... 5 The Next Generation of Customer Experience – Omnichannel Customer Engagement JimWhatton,SolutionManager,Genesys; Tony Simek, EnterpriseArchitect, Genesys 6 Optimize Engagement throughout the Customer Journey Across Multiple Channels Seamlessly David Low, Account Executive, Verint Systems 7 How Stable will your Network Be in an All IP Environment? How Toll Free Numbers could Save the Day Christophe Adrien, Director of Business Development, ATL Communications 8 The Next Decade of Cloud Computing - New Ways to Collaborate Everywhere, Through Mobile Devices Kate Mirkin, Senior Manager, Product Marketing, Salesforce 9 The Future of Service: Omni-Channel Customer Engagement in a Digital World Dr. Volker G. Hildebrand, Global Vice President Strategy, SAP Hybris 10 New Training Trends that Improve Performance Ronna Caras, President, Caras Training CONCURRENT SESSIONS CONTINUED TRACK SESSIONS BEGIN Customize your learning. You are welcome to move in and out of the tracks as you see fit! Tracks will be 40 minutes in length with transition time SERVICE INNOVATION PAVILION Fireside Chat with Glenn Gemmill @ Coca-Cola Informal QA with keynote Glenn Gemmill, focusing on leading global talent in a digital age! Glenn Gemmill Vice President, Contact Centers Coca-Cola Refreshments Curtis N. Bingham CEO Chief Customer Officer Council will be conducting the fireside chat with Julie 12:30 PM Networking Luncheon EXPO HALL

32. www.callcenterweek.com32 2:10 PM - 2:50 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION When Personalities Click, Magic Happens Hear about the ROI of employing behavioral analytics to break down, analyze, and turn customer stories into meaningful data to improve call center interactions, resulting in higher ROI, reduced employee attrition and transformed customer experience. Diane M. Magers Former Office of the Customer – Business Solutions ATT Business Services Introducing Diane: Ryan Swanger Senior Vice President Mattersight Fireside Chat: Customer Journeys in a Digital World This fireside chat with Walgreens, UPMC Health Plan and Ted Hunting, Senor Director, Genesys, will focus on customer journey in a digital world. Troy Mills Divisional Vice President, Customer Care Operations Walgreens Mary Beth Jenkins Chief Operating Officer UPMC Health Plan Service Wave Analytics: Turn Your Service Data into Happier Customers According to Gartner, today's connected customer will lead to a 250x increase in service cases initiated through devices by 2018. Is your service department ready to provide increasingly personalized service to exponentially more customers? Keri Brooke Senior Director, Product Marketing Salesforce Keri will be joined by a Salesforce Wave Analytics client Happy Agents Equal Happy Customers – Tools to Deliver a Superior Quality Support In this case study, find out how to resolve customer problems quickly by combining the right functionality and relevant information including agent desktop, silent monitoring, whisper coaching, chat and barge in. Ed Albrektsen Supplier Relations, Lead Auditor – Reimbursement, Access Safety Services McKesson Specialty Health Introducing Ed: Doug Dopita Regional Vice President Five9 2:10 PM - 2:50 PM TRACK 5 BIG IDEAS BEST PRACTICES TRACK 6 CX TRANSFORMATION TRACK 7 SERVICE INNOVATION TRACK 8 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Tracks 5-7 are in the expo hall! EXPO HALL Driving Business Value with Predictive, Personalized and Effortless Experiences Learn how Newegg drives business value using effortless service and analytics strategies to personalize the customer experience and predict customer needs on an unprecedented level. Sue Martin Global Vice President of Customer Service Newegg EXPO HALL Reducing Pain Points with Knowledge Management Implementing a Wiki-based approach to tackle the challenges of effective KM, and building a platform hub for training, employee communications, methods procedures, virtual walk-through’s, and performance scorecards. Patrick O'Grady Director - Consumer Technical Support CenturyLink EXPO HALL Embracing VOC to Make Strategic Systemic Change With your customers using multiple channelseven within a single “conversation” — how do you filter out the “noise” to detect relevant emerging trends in the VoC in order to proactively respond to customer needs? Aarde Cosseboom Senior Director, WW Customer Care Cornerstone on Demand Managing Growth and CX to Drive the Future of Global Service Excellence Find out how Flipkart, India’s number one online retailer with $4 Billion yearly gross merchandising value, 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. Eric Lange Vice President, Customer Experience Flipkart DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... TRACK SESSIONS CONTINUED

33. www.callcenterweek.com33 3:00 PM - 3:40 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION PANEL: Engage for Success Our diverse panel of leaders will share strategies for improving front line engagement, driving continuous improvement and creating a customer centric culture. PANELISTS INCLUDE: Victor Janey Senior Operations Director General Dynamics Information Technology Donna Harris Vice President - Customer Solution Head Bank of New Hampshire The Evolution Of Chat at Samsung: A Case Study Samsung will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today. We will discuss methods Samsung uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Betty DeVere Vendor Manager Samsung Introducing Betty: Ralph Barletta EVP Founder Knoah Solutions Power your Customer Experience with Data-Driven Analytics Turn your big data into actionable insights and create real-time, personalized customer experiences through deep behavioral analytics. Stephanie J. Shaffer Product Leader, Customer Experience Platform Asurion Introducing Stephanie: Roger Lee Principal Evangelist, WFO OpenText What Goes Up Must Come Down – Raise Self Service and Lower Customer Effort Hear about how our digital media leader is boosting self service through new interfaces, funneled support, direct to chat, video, and lower effort channel guidance. Abhinav Mathur Senior Director, CS Operations Audible, an Amazon Company 3:00 PM - 3:40 PM TRACK 5 BIG IDEAS BEST PRACTICES TRACK 6 CX TRANSFORMATION TRACK 7 SERVICE INNOVATION TRACK 8 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Tracks 5-7 are in the expo hall! EXPO HALL Customer Care in an IoT World Examples of how the Internet of Things (IoT) is already affecting service and support today, including pitfalls and lessons learned. Maryellen Abreu Vice President, Customer Care Savant Systems EXPO HALL Win the Customer: Simple Rules for Sensation Service Transform ordinary customers into lifelong fans with Flavio's practical, powerful techniques for energizing the way you interact with the people who drive your business. Flavio Martins Vice President, Operations DigiCert EXPO HALL No Excuses! Best Practices for Engaging and Managing Home Agents Insights from Austin Energy’s experience in managing and motivating remote agents to fully realize the benefits and ensure a solid foundation required for a successful program. Jawana Gutierrez Vice President, Customer Care Services Austin Energy Redefine Customer Service – Lessons Learned from a Viral Brand Powerhouse Our industry disruptor will share insights on how the company ensures a rich understanding of members to deliver an outstanding customer experience. Janet Song Chief Customer Officer Dollar Shave Club DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... CONCURRENT TRACK SESSIONS 2:50 PM 10 minute transition Featured on CNBC's Disruptor 50 Companies

34. www.callcenterweek.com34 DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... 3:40 PM 5 Minute Transition Time 3:45 PM MID AFTERNOON REFRESHMENT BREAK IN THE EXPO HALL Here’s your chance to follow our roadmap and visit the solution providers that best meet your current and future technology needs. Special programming is also included in our breaks. TOPIC CHAMPS - MEET-UPS WITH INDUSTRY LEADERS Big Ideas Best Practices Pavilion CX Transformation Pavilion Service Innovation Pavilion 1 Support Customer Advocacy with Intelligent Knowledge Management Steve Pfeilsticker Learning Performance Improvement - Innovation Technology Express Scripts 2 Understand Which Channels are Right for Customers Gregg Fernandes Vice President, Customer Care and Logistics The Washington Post 3 Remote Agents – Expand your Talent Pool Donna Meadows Senior Manager, Remote Agents United Airlines 4 Discover The Latest Social And Mobile CRM Solutions Josh Sexton Director, Customer Care Liberty Utilities 5 Using Data to Improve Performance and Reduce Cost in Your Contact Center Joe McLaughlin Vice President Operations and Technology - Western and Central New York AAA 6 Developing a Culture Persona for Your Care Team from the Ground Up Colleen Cieslinski Director of External Services University of Rochester Medical Center 7 Setting Up an In-House Contact Center Abroad Steve Kaay Vice President, Global Contact Center Operations US Auto Parts 8 Increasing Revenue While Balancing Your Center's Budget Elie Dakwar Contact Center Director Bookit.com 9 Managing a Dynamic Team of Call Centers Kelly Marchant Engagement Center Director Delta Air Lines “The event was engaging. Like minded peers shared ideas and solutions. Others get the problems and issues you face daily.” - Cheryl China, SVP, Contact Center Specialized Teams, Citizens Bank

35. www.callcenterweek.com35 DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... TRACK SESSIONS CONTINUED 4:35 PM - 5:15 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION Building a Differentiated Customer Service Strategy and Unified Contact Center In this case study, find out how to provide your team with the tools they need to keep up with rising consumer expectations and proliferating communication channels. Arvin Pleim Director of Customer Service Logistics Pella Corporation Introducing Arvin: Ryan Patin Solutions Consultant Oracle Crowd Sourcing your Support – Introduce Customers to other Customers and Employ Machine Learning Hear about Rivers’ four-part customer philosophy serving as the foundation for the company’s new peer to peer communities focused on solving customers’ issues. Sean Rivers Head of Operations Technology Republic Wireless, a division of Bandwidth Cut the Red Tape: Find out how a Change Agent Saved the FCC Millions on a Legacy IT Upgrade Award winning story of modernizing technology and customer support in the largest organization of them all: the federal government. Find out how to use innovation to change mindsets, transform your operation and conquer bureaucracy. Dustin Laun Tech Entrepreneur and Sr. Advisor of Innovation/Technology Federal Communication Commission (FCC) Reduce Customer Frustration by Orchestrating your Multi- Channel Customer Experience Journey Discover strategies for reducing time consuming and disconnected channel shift experiences, which are a leading cause of missed sales, high operating costs – and most importantly, customer frustration! Misti Mostiller Executive Vice President, Director, Consumer Strategy Innovation Extraco Banks 4:35 PM - 5:15 PM TRACK 5 BIG IDEAS BEST PRACTICES TRACK 6 CX TRANSFORMATION TRACK 7 SERVICE INNOVATION TRACK 8 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Tracks 5-7 are in the expo hall! EXPO HALL Strategies for Behavioral Change and User Adoption Learn how Beachbody builds customer trust through self service with mobile friendly, robust knowledge delivery and the seamless blend of self-help with assisted-help when needed. Louis Ross Vice President of Customer Service Beachbody EXPO HALL Savvy Implementation of Superior Customer Experience An inside look at how AT is providing best-in-class customer experience and the tools they're implementing to make it happen. Mike Wittrock Senior Vice President, Customer Care - ATT Entertainment Group ATT EXPO HALL So You Think You Are Doing Great…Until You Ask Others! Story behind why and how Aflac assessed their contact center like a 3rd party, scored themselves on key criteria and brought the trifecta of Service Performance, Employee Engagement and Customer Experience to ‘best practice’ levels. Jason A. Goodroe Second Vice President, Customer Service Center Aflac Stop Treating your Customers Homogenously Discover the best way to employ today’s technology to personalize customer engagement for a win-win relationship. Eric Rasmussen Vice President, Consumer Insights Groupon

36. www.callcenterweek.com36 DAY THREE: WEDNESDAY, JUNE 29, 2016 continued... 5:25 PM CLOSING KEYNOTE: 2016 CCW Game Changer Tony Hsieh on Zappos Culture, Delivering Happiness and Revitalizing Downtown Las Vegas Culture is to a company as community is to a city: it's about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying his very successful Zappos corporate culture model (recognized multiple times by FORTUNE as one of the top 100 best places to work) to help build the most community-focused large city in the world in the place you would least expect it: Downtown Las Vegas. Research has shown that every time the size of a city doubles, productivity and innovation per resident increases by 15%, but when companies get bigger, productivity per employee generally goes down. With his new $350 million Downtown Project, Tony is creating a unique hybrid of corporation, community, and city to drive productivity and innovation both for Zappos as well as the city itself. Tony Hsieh CEO Zappos 5:20 PM 5 minute transition 6:25 PM CCW GLOBAL SPIRIT TASTING After a long day of learning, benchmarking, and planning, take a tour of our expo hall which will be lined with wine, beer, and spirit stations representing marquis beverages from around the world. 7:30 PM CCW Concierge Desk Are you traveling alone or looking for an activity? Visit the CCIQ info desk in the wi-fi lounge to choose your evening activity following the cocktail hour.

37. www.callcenterweek.com37 DAY FOUR: MAIN CONFERENCE Thursday, June 30, 2016 7:30 AM Registration Morning Coffee 8:00 AM CCIQ Opening Recap of Previous Day 8:05 AM Opening Remarks from Chairperson Dan Rood Senior Director, Marketing Interactive Intelligence 8:15AM Team Member Engagement – Your Key Customer Centricity George Larribas leads 865+ team members who are based primarily in seven service centers nationwide. Under his leadership, Wells Fargo has received numerous recent awards including: our very own Call Center Excellence Award, Gold Stevie Award, PACE award and American Business Awards. George firmly believes when people are in the right jobs, spending time on the right things, and feeling good about their performance, they’ll do what’s right for the customer. This inspiring keynote will help you achieve learning consistency across all call contact centers and ensure you put the customer first and at the center of every action and decision George Larribas Executive Vice President and Head of Treasury Management Client Delivery Wells Fargo 2015 Call Center Excellence Awards Honoree Best Contact Center Leader of the Year FORTUNE 100 8:50 AM KEYNOTE: Go Slow to Go Fast - How to Drive Sustainable Change in Large Organizations Speed can be a fickle thing when it comes to change management, particularly in large organizations. In one instance you must be agile and ready to move quickly, yet in parallel, you must be prepared to take your time to make considered decisions while being patient in order for change to imbed itself. In this keynote, find out how MetLife’s Global Operations division harnesses the power of knowledge sharing, communications, and employee empowerment to build a culture of trust and drive sustainable change throughout the organization. Christopher B. Smith Executive Vice President Head of Global Operations MetLife

38. www.callcenterweek.com38 DAY FOUR: THURSDAY, JUNE 30, 2016 continued... 10:00 AM MORNING NETWORKING AND REFRESHMENT BREAK IN THE EXPO HALL (see next page) 9:25 AM KEYNOTE: Effort Reduction Execution – Create Purposeful and Predictive Customer Experiences Matt Dixon Best-Selling Author The Effortless Experience: Conquering the New Battleground for Customer Loyalty Most customers don’t want to be “wowed;” they want an effortless experience. In this inspiring keynote, discover how loyalty is actually driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. 9:15 AM Expo Hall Opens CONCURRENT SESSIONS BIG IDEAS BEST PRACTICES PAVILION Reimagine the Future of Engagement Best practices to accelerate business impact, deliver consistent outcomes and innovate the customer and agent experience. Wendy Mikkelsen Senior Product Marketing Manager Interactive Intelligence CX TRANSFORMATION PAVILION: Using Design Thinking to Create Bespoke Call Center Apps - Without Code Ken McElrath Founder CEO Skuid Jerry Grassi VP of Sales Skuid SERVICE INNOVATION PAVILION Omnichannel Self-Service: This Time It's Personal How to create a consistent and fluid self-service experience across channels while overcoming common customer frustrations. Scott Kolman VP of Product Solutions Marketing Genesys Presenting the Author of the Book that Proves why the “Razzle Dazzle Factor” is Widely Overrated EXPO HALL EXPO HALL EXPO HALL

39. www.callcenterweek.com39 10:00 AM MORNING NETWORKING BREAK – BUILD YOUR AGENDA! PAVILION MEET-UPS AND LIVE QA Take the opportunity to break away from the action to have some dedicated time with today’s leading contact center practitioners. Located on our expo hall floor in the three newly introduced pavilions, CCW will be presenting you with the opportunity to participate in the “meet up” OR “Live QA” of your choice! Join Best Selling Author, Matthew Dixon, as he signs a copy of the book considered the guiding force in customer experience today, The Effortless Experience: Conquering the New Battleground for Customer Loyalty. Limited copies available! BOOK SIGNING Kick-start your morning networking with a chance to win a little blue box from Tiffany’s in the CCW Expo Hall by visiting our sponsors! Each box will have a number inside. Bring your box to Thursday’s afternoon networking break in the Expo Hall to find out if you are a winner. BREAKFAST AT TIFFANY'S DAY FOUR: THURSDAY, JUNE 30, 2016 continued... BACK BY POPULAR DEMAND LIVE QA WITH CHRISTOPHER SMITH, EVP HEAD OF GLOBAL OPERATIONS, METLIFE IN THE BIG IDEAS BEST PRACTICES PAVILION Take this interactive opportunity to ask Christopher how he to create a differentiated customer experience while simplifying how Metlife operated! MEET GREET WITH ADVISORY BOARD MEMBERS AND CCW AWARDS WINNERS Meet-Up for Attendees from Latin America and Canada

40. www.callcenterweek.com40 DAY FOUR: THURSDAY, JUNE 30, 2016 continued... 11:00 AM KEYNOTE: Strategic Innovation – Spark Growth with Game Changing Creativity Innovation is often difficult for well-established companies. “By and large, they are better executors than innovators, and most succeed less through game-changing creativity than by optimizing their existing businesses.” (McKinsey Company). Find out how our global leader, who has 20+ years in experience management and customer analytics, IS successfully leading innovation and driving competitive advantage. Bob will provide you with a roadmap for executing organizational change to enable growth, productivity and innovation. Robert Taylor Senior Vice President and Chief Customer Officer Samsung SDS America 11:00 AM Expo Hall CONCURRENT SESSIONS BIG IDEAS BEST PRACTICES PAVILION Improving CSAT and Quality Scores with Cognitive Retention Training A new, agile approach to training that will reduce training time and increase CSAT and quality scores. Brian Tobal, CEO, Hickory Training CX TRANSFORMATION PAVILION Fireside Chat with Gordon Littley Live QA with Gordon Littley – gain his deep insight on creating customer engagement throughout the customer journey! Gordon Littley, Managing Director, Verizon Enterprise SERVICE INNOVATION PAVILION Leveraging Speech Enabled Self-Service Applications to Transform your Contact Center into a Profit Center Join the conversation on how leveraging a speech enabled self service application will improve efficiencies, reduce costs and increase revenues while delivering an exceptional customer service experience. Barbara King, Senior Director, Verascape “Call Center week shows the future of the call center. The event has great classes and is very comprehensive,” - Lyndsay Powers, Customer Service Manager, American Greetings EXPO HALL EXPO HALL EXPO HALL 11:50 AM Moderated Roundtable Discussions Based on popular demand, we are holding a second grouping of this ever popular interactive learning format. 1 Call Centers and CMOs - A Missed Opportunity Irv Shapiro, CEO, DialogTech 2 Optimize your Multilingual Support to Accelerate Consumer Acquisition and Growth Tom Tseki, VP, Global Customer Care Solutions, Lionbridge 3 Call Center Compliance: Don't Be Intimidated by Insurance Regulations Beverly Cobb, President, Compliance Alliance 4 Keeping Up with Your Customers – Engaging Customers on their Channel of Choice Pam Plyler, Executive Practice Lead, Customer Experience, The Northridge Group 5 Overcoming TCPA: The Impact of the 2015 Declaratory Ruling Becca J. Wahlquist, Partner, Snell Wilmer (client of Early Warning) 6 Making Your Metrics: How do you deal with demands from the C-Suite? RJ Gazarek, Solutions Marketing Manager, XO Communications 7 Improving Agent Performance Customer Experience – Engaging Visually over Mobile Web Channels in Real-Time Bruce Marler, Vice President of Technical Sales, CaféX Communications 8 Empower Agents for Success with Adaptive Contact Center Processes Lauren Maschio, Product Marketing, WFO, NICE 9 Demystifying the Evolution of Contact Centers as CX Dynamics Change Ashish Koul, SVP and General Manager, Servion Americas 10 Going Beyond the Contact Center to Empower the Life of the Customer Jeff Thompson, CTO SVP of Engineering, LiveOps Cloud 11:50 AM Expo Hall CONCURRENT SESSIONS BIG IDEAS BEST PRACTICES PAVILION: A Climate of Change: Protecting the Future of Your Customers Through the Cloud What does it take to not just survive, but thrive in a whirlwind of changing technology? How do you plan for change that possibly hasn’t even been imagined yet? Eric Berg, Vice President, All-Calls Call Center Outsourcing CX TRANSFORMATION PAVILION Building your Organization’s Strategic CX Roadmap Customer service needs to go beyond understanding a customer’s problem – to understanding the customer, their personality and how they want-and-need to be helped. Kimberly Warrick, Director of Customer Support, NJ Shares SERVICE INNOVATION PAVILION Live QA with Bob Taylor Ask Bob your burning questions about executing organizational change to enable growth, productivity and innovation! Robert Taylor, Chief Customer Officer, Samsung SDS America 11:45 AM 5 minute transition EXPO HALL EXPO HALL EXPO HALL Winner of 100+ awards at 2016 Consumer Electronics Show #13 on Fortune’s Global 500 FORTUNE 500

41. www.callcenterweek.com41 DAY FOUR: THURSDAY, JUNE 30, 2016 continued... 12:30 PM NETWORKING LUNCH AND LEARN – CONNECT WITH YOUR PEERS! Don’t miss the chance to meet with your peers during our lunch and learn sessions focused on key issues. Choose from Open Networking luncheon tables or those set aside for Industry-Specific Discussions listed below. HEALTHCARE The Power of Empathy - Incorporate the Human Component into your Service Design Jennifer “Jay” Palumbo Vice President, Patient Care Progyny GOVERNMENT Conduct Performance Management in an Omni Channel Government Contact Center Joann Butler Customer Relations Innovation Officer Washington Suburban Sanitary Commission (WSSC) CABLE AND UTILITIES How Are You Finding And Retaining The Skilled Rep That Can Handle Strategic Calls? Lisa Roth Executive Leader, Program Support Elevate Energy EDUCATION Service Within the Public Sector – Not an Oxymoron! Robert Lachance Manager of Client Services Ontario College of Teachers RETAIL/CONSUMER How Can We Fuse the Digital Shopping Experience with the Retail Store Experience? Jeff Miller Vice President, Sales Support Blinds.com FINANCIAL SERVICES How Are You Transforming Service in a Highly Regulated Industry? David John Executive Vice President LTD Financial Services TRAVEL AND HOSPITALITY How are you Personalizing your Customer Engagement? Glynda Pace Engagement Center Director Delta Airlines SOFTWARE TECH What’s the Best Way to Stay Ahead of the Innovation Curve? Christopher Keenan Head, Worldwide Medical Contact Insights Bristol-Myers Squibb 2:00 PM 5 minute transition

42. www.callcenterweek.com42 2:05 PM - 2:45 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION TRACK 5 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Sponsored by: CASE STUDY: Xerox Partnership in Jamaica In this client case study, hear about a successful outsourced partnership outside of the United States Chuck Koskovich Global Customer Care Lead Xerox Introducing Chuck: Andrew Fazio Director, BPO and Hospitality CW Business Recipe for Satisfying Service - Chobani Earns Customer Loyalty with Innovative Strategies Discover how Chobani empowers agents, services customers on their channel of choice, listens to VOC and responds on social media to create brand advocates. Mary Mercury Strategic Solution Manager Chobani Introducing Mary: David Huang Principal Program Director Microsoft Imagine Freeing up 40% of Quality Agent Time Improving the Customer Experience – Speech Analytics is a Game Changer! Discover how to automate processes to improve efficiency, customer experience and agent effectiveness. Russell Rossi Corporate Vice President AARP - Tampa Operations New York Life Insurance Company Drive Value – Position Complaint Resolution as a Strategic Tool in your Customer Journey Learn how TUI Group, a leading group of tour operators in Germany, established a 100 person contact center devoted to resolving complaints and transforming feedback into actionable priorities leading to enhanced customer loyalty, reduced cost and increased revenue. Marcus Minzlaff Head of Customer Services TUI GROUP Develop your Talent to Deliver Low Effort Service – The Next Generation of Effortless Experience Discover how to create the right environment to execute an effortless customer experience – from hiring to leading your teams. Matt Dixon Best-Selling Author The Effortless Experience: Conquering the New Battleground for Customer Loyalty DAY FOUR: THURSDAY, JUNE 30, 2016 continued... TRACK SESSIONS BEGIN Customize your learning. You are welcome to move in and out of the tracks as you see fit! Tracks will be 40 minutes in length with transition time 2:45 PM 5 minute transition “Good resource to stay current with trends and innovation, Great organization and speakers!” - David Freedman, I.T. Director, GE Capital

43. www.callcenterweek.com43 DAY FOUR: THURSDAY, JUNE 30, 2016 continued... 2:50 PM - 3:35 PM TRACK 1 HUMAN CAPITAL MANAGEMENT TRACK 2 DIGITAL CUSTOMER SERVICE EXECUTION TRACK 3 THE EFFICIENT INTELLIGENT ORGANIZATION TRACK 4 EFFORTLESS CUSTOMER EXPERIENCE EXECUTION TRACK 5 EXECUTIVE LEADERSHIP LAB Invitation Only Limited to 100 Virtual Coaching – It’s the Home Run in the Field of Knowledge Management Hear about a break through interactive learning module that enhances the consistency and timeliness of front line coaching and promotes employee engagement Kevin Blackburn Innovation and Technology Guru Express Scripts Digital Technology Tools – From Personalizing to Predicting On-Demand Support Find out how the Consumer Contact Center running UPMC’s medical business (including over 20 hospitals and 3,600 physicians) employs advanced predictive analytics to predict future patient needs, call volume, and staffing models across 20+ diverse sub- specialties. Diane Zilko Vice President of Revenue Cycle Operations UPMC PANEL: Quality is the Comeback King Discover how our brand leader is actively engaged with Lean Six Sigma and visualizing what lean looks like for both the company and the customer. Lindsey Croy HR Leader Whirlpool Randy Maples B2C Quality Training Manager Whirlpool Laurie Walter Senior Leader of Organizational Development Whirlpool PANEL: Should We Stop Trying to Deliver an Over the Top Experience? This panel will comprise executives from very diverse industries sharing their strategies for providing a best in class, effortless experience. Lea Harpster VP Customer Support Thomson Reuters Ed Ariel Vice President of, Customer Service ezCater Alexander Wareham Planning, Analytics Quality Leader, Western Central NY AAA Flavio Martins Vice President, Operations DigiCert The Tricky Balance - Bottom Line Impact And Customer Centricity Hear about strategies for driving value to the bottom line while focusing on customer needs. Docia Myer Vice President, US Sales CPI CARD GROUP CONCURRENT TRACK SESSIONS 3:35 PM 5 minute transition time 3:35 PM 4:15 PM CLOSING KEYNOTE: Control, Alt, Delete – How to Compete in a Digital World Today's consumers expect high-touch interactions and seamless experiences in exchange for their business and loyalty. Our concluding keynote believes that we are in an age when “tech is no longer part of the economy. It IS the economy.” Don’t miss this eye opening session by our C level IT Channel Guru, who will share secrets for success in our world of digital transformation. G. Gordon Littley Managing Director Verizon Enterprise 5:00 PM End of main conference We hope you enjoyed CCW and hope to see you at other events throughout the year. Before you leave the event, make sure you sign up for CCW 2017 and take advantage of special on-site discounts for our loyalists. FINAL NETWORKING BREAK IN THE EXPO HALL This final break will be a prize extravaganza! Don’t miss your chance to make your final connections and find out if YOU are a prize winner. DON’T MISS OUR CONCLUDING KEYNOTE. During the concluding keynote, we will be raffling off 2 free main conference tickets for CCW Winter taking place January 2017! You must be present to win! FORTUNE 100

44. www.callcenterweek.com44 The Art and Science of Engagement CCW’s live event just concluded, and now we are off to visit the call center of a global live-event full service provider. GES has the largest global footprint in the industry and covers clients’ most critical event needs including strategy, design, execution, logistics, AV, event accommodations and more. We will visit their contact center that employs 100+ located on Lindell Road and will see first hand how their passionate employees deliver unparalleled service and consistent executive of experiences that excite and engage. Cora Danielson Senior Director National Service Center GES John Martino Director / Head of U.S. WFM Barclaycard Shelia Glenn Manager of National Service Center GES Carolynn Repie Sales Executive GES Site tour leaders: Site tour leader: SITE TOUR AT FORTUNE GLOBAL 500 LEADER SITE TOUR AT GES From Start to 100 Miles per Hour – Journey of a Rapid Growth Contact Center In only two years, Barclaycard went from 0 headcount to 1000. Hear about the journey to create a brand new contact center in the Southern Nevada market – in the former Zappos location. This experience will include a walk around tour of the 110,000 square foot facility followed by a presentation and QA highlighting the challenges and successes of their journey including: creating your center's identity, overcoming growth challenges and rapidly recruiting the right people. The center is creating buzz and excitement in Nevada; join us to see Barclay's Award-Winning culture and technology in action! BARCLAYCARD TOUR EXPERIENCE GLOBAL EXPERIENCE SPECIALISTS NEWNEW OR 8:00 AM Registration 8:30 AM Board the Bus 9:15 AM Tour and presentation at Barclaycard 11:30 AM Arrive back at The Mirage 8:00 AM Registration 8:30 AM Board the Bus 9:15 AM Tour and presentation at GES 11:30 AM Arrive back at The Mirage WINNER – VOC AWARD (FORRESTER RESEARCH) LIMITED TO 35 PARTICIPANTS! Register early. It will sell out quickly. LIMITED TO 35 PARTICIPANTS! Register early. It will sell out quickly. SITE TOUR T SITE TOUR V DAY FIVE: POST-CONFERENCE SITE TOURS Friday, July 1, 2016

45. Call Center IQ is an online community designed for you – contact center, customer experience, and marketing innovators aiming to drive lasting (and significant) improvement in their businesses. All content is personally curated and/or developed by our editorial team in conjunction with your peers: accomplished contact center professionals with similar goals and challenges as you. Membership is free and comes with a myriad of benefits! Join a community of your CCW peers – and 90,000 other passionate executives. EXCLUSIVE BENEFITS COMPREHENSIVE EXECUTIVE REPORTS – for free - featuring unbiased research, practitioner comments and case studies. FREE VIRTUAL EVENTS – with interactive QA. Think Call Center Week – same elite speakers, same pressing topics – but free and on your computer screen! INTERVIEWS WITH PRACTITIONERS, NOT SALESMEN – Exclusive text, podcast, and video interviews with accomplished customer experience and contact center leaders. AN ARCHIVE OF 1000+ WHITEPAPERS, WEBINARS, CASE STUDIES, ARTICLES – The web’s most comprehensive resource hub for call center and customer experience professionals. UPCOMING CALENDAR EXECUTIVE REPORTS CUSTOMER EXPERIENCE ONLINE SUMMIT March 22-24 www.customerexperienceonlinesummit.com CALL CENTER WEEK ONLINE June 14-16 www.callcenterweekonline.com OMNI-CHANNEL CUSTOMER EXPERIENCE ONLINE SUMMIT October 3-5 www.omnichannelcxonline.com FUTURE OF THE CONTACT CENTER ONLINE SUMMIT December 6-8 www.futurecontactcenteronline.com Executive Report on the Customer Experience March 2016 Executive Report on Cloud Contact Center Technology April 2016 Executive Report On Contact Center Performance, Operations and Agent Engagement May 2016 Executive Report on Omni-Channel Customer Engagement August 2016 Executive Report on the Future of the Contact Center November 2016 YOU’RE INVITED TO CONTINUE YOUR JOURNEY TO CUSTOMER-CENTRICITY AT CALL CENTER IQ CCW Attendees… The Learning Does Not End! ALL COMPLIMENTARY OPPORTUNITIES ONLINE EVENTS – REGISTRATION IS OPEN! JOIN FOR FREE TODAY

46. www.callcenterweek.com46 OUR SPONSORS EXHIBITORS CCW brings the customer care industry together under one roof for a week full of learning and networking. Over 80% of our attendees attend CCW to discover new solutions that will help their operation. Now, can you afford to be left behind? CONTACT US TODAY! Simon Copcutt Sponsorship Director • Call Center Week 1-212-885-2771 • spex@iqpc.com Interactive Intelligence www.inin.com Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global leader of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. Salesforce www.salesforce.com Salesforce.com is the global leader in customer relationship management applications, including the Service Cloud, the #1 app for customer service and support. Providing amazing customer service in today’s era means engaging with your customers when and where they want to engage. The Service Cloud enables companies of all size to deliver amazing customer service across every channel and on any device. Microsoft www.microsoft.com Microsoft Service is a cloud-based customer service solution that creates amazing customer experiences through a powerful combination of knowledge management, self-service and omni-channel interactions. We start with knowledge and empower employees with access to the right information at the right time. Microsoft empowers customers with the same knowledge delivered through intelligent, guided self-service. Finally, we provide consistent engagement across channels including email, chat, communities, social and field service for more productive, proactive and personalized customer support. Visit Microsoft Service for more information. CCW PREMIUM SPONSORS OpenText www.opentext.com OpenText Qfiniti (formerly etalk) provides enterprise contact centers with call recording, integrated workforce optimization, and advanced Voice of Customer analytics— all backed by our superior customer service. With a 32-year history of innovation in the contact center industry and more than 20 technology patents, the OpenText WFO portfolio includes OpenText Qfiniti, a modular suite of workforce optimization solutions; advanced Voice of Customer discovery, provided by OpenText Explore with industry-leading speech and multichannel analytics and reporting; and OpenText Qfiniti Managed Services, for breakthrough WFO that provides a complete solution on a managed appliance. In addition, the OpenText Qfiniti team works in close partnership with business customers around the world to deliver true competitive advantage, by helping contact centers lower their total cost of ownership and significantly improve customer service. Five9 www.five9.com Five9 is a leading provider ofcloud software for the enterprise contact center market, bringing the power ofthe cloud to thousands of customers and facilitating approximately threebillion customer interactions annually. Since 2001, Five9 has led the cloudrevolution in contact centers, helping organizations transition from legacypremise-based solutions to the cloud. Five9 provides businesses reliable,secure, compliant and scalable cloud contact center software designed to createexceptional customer experiences, increase agent productivity and delivertangible business results. For more information visit www.five9.com. Twilio www.twilio.com Twilio provides a cloud communications platform that enables developers and businesses to build the communication solution that meets their specific needs. Whether integrating voice, video or messaging into a web or mobile app or building a complete call center solution, Twilio removes traditional obstacles to creating effective communications experiences. By virtualizing the entire infrastructure needed for communications in an on demand global environment, cloud communications solutions are simple to build, scalable and easily adapted to changing business needs. By leveraging Twilio, businesses are better able to connect with their customers in the way their customers want to communicate. Genesys www.genesys.com Genesys is the market leader in multi-channel customer experience (CX) and contact center solutions in the cloud and on-premises. We help brands of all sizes make great CX great business. The Genesys Customer Experience Platform powers optimal customer journeys consistently across all touch points, channels and interactions to turn customers into brand advocates. Genesys is trusted by over 4,500 customers in 80 countries to orchestrate more than 100 million digital and voice interactions each day. Visit us at www.genesys.com or call us at +1.888.436.3797