LISTEN 2016 to Highlight the Benefits of Speech & Customer Journey Analytics


In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers.

And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue impact from a 10 percentage point improvement in a company’s customer experience score can translate to more than $1 billion!

To directly address the importance of the customer experience, as well as what companies can do to ensure their customers are provided with the types of experiences they’re looking to have, CallMiner will be hosting its eighth annual LISTEN user conference and customer engagement analytics event.

The event, which will take place November 2–4 at the Opal Sands Hotel in Clearwater Beach, Florida, has already grown in registrations by 40% over last year’s conference, illustrating CallMiner’s growing customer roster and presence in customer engagement and experience.

Let’s take a look at what attendees can expect from this year’s event:

Interaction Analytics Fundamentals

Interaction analytics can provide call centers with significant performance improvement, faster new agent ramp-up, and enhanced compliancy. LISTEN 2016 will cover interaction analytics fundamentals, featuring a variety of sessions on rolling out interaction analytics, migrating from manual to automated scoring, analyzing the customer journey, and more.

Advanced Engagement Analytics

With customers expecting more from companies than ever before, proactive organizations are doing more than simply analyzing customer interactions – they’re leveraging interaction analytics to provide seamless customer experiences as well as deriving insights from analytics to provide exceptional customer experiences. During LISTEN, CallMiner users will share their experiences using Eureka data in third-party applications, for post-contact survey customer sentiment analysis, and more.

Relational Learning Round Tables

At its core, LISTEN is an event designed to bring together executives and data analysts from top organizations who are using and benefiting from speech analytics. During the event, CallMiner users and customer engagement professionals will have the opportunity to connect and engage in round table discussions on the following topics: compliance disputes, speech analytics implementation, gamification techniques, real-time monitoring, and more.

Executive & Analyst Sessions

President and CEO Terry Leahy and Founder and CTO Jeff Gallino will kick off the conference with a talk about how companies are using technology in amazing ways to communicate, get answers, and solve problems. They will also discuss the importance of being connected with peers, thought leaders, and industry experts to leverage each other’s knowledge and experience.

In addition, they will unveil their vision for how CallMiner technology can help integrate siloes of data and extend that data across departments to break down siloes within an organization.

Keynote speakers at the conference include Shep Hyken, Chief Amazement Officer at Shepard Presentations; John Stepper, Speaker and Author of Working Out Loud; and Roger Weiss, President of The Collections Coach, LLC.

Demo Theater

During the event, LISTEN attendees will have the opportunity to see the latest capabilities and advancements in speech analytics software from platinum and gold event sponsors, including CallMiner, Aspect, Snowfly, Listening Methods, and Five9.


At our third annual LISTEN awards presentation during the conference, analysts who have had a significant business impact through their use of engagement analytics will be recognized. Other customers will also be recognized for: industry implementation awards they have won in 2016, outstanding improvements to their business with speech analytics, and community engagement. In addition, CallMiner held a contest for the best use of the Eureka API to extract intelligence from the platform and fuel 3rd party application use cases and workflows. The API contest winner will also be announced at LISTEN 2016.

Final Thoughts

CallMiner is thrilled to be hosting its eighth annual LISTEN conference, where customer engagement professionals will have the opportunity to connect and share insights about their experiences with speech analytics.

Attendees can choose from more than 40 sessions, most led by customers, across five tracks including fundamentals and advanced, executive and analyst and relational learning. There will also be ample opportunities for networking and attendees can meet with CallMiner partners throughout the conference.

We look forward to seeing you there!


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The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018