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LISTEN 2018: New Keynotes, Workshops & Sessions Announced


Scott Kendrick

August 15, 2018

CallMiner's LISTEN 2018

CallMiner’s LISTEN is the industry’s leading event for customer engagement analytics professionals. It brings together analysts, thought leaders and product experts to share best practices on acquiring intelligence from customer interactions. This year’s event will be held October 23 – 25, 2018 and will feature new keynotes, session tracks customized to your role and analytics level, pre-event workshops, and amazing activities for networking and fun. This year’s event is not to be missed!

I am excited about this year’s theme, INTELLIGENCE REDEFINED, which focuses on the power of analytics insights and artificial intelligence (AI) to achieve new levels of customer engagement analytics to improve the customer experience, operational efficiency and sales.  See below new updates on the event.

Introducing Keynote Speaker Heather Hansen

We are excited to announce another incredible keynote speaker at LISTEN. Heather Hansen is a communications consultant, speaker, and attorney. In her keynote: Every Call is a Trial – Learn How to Win Heather will share the tools she has used to win in over 20 years in the courtroom and how you can use them to win over customers. Heather recently spoke on our most popular webinar of 2018, Tone Matters! Gain Insights on Sentiment Through Speech Analytics and we are thrilled to have her insight into establishing better teams and customer experience at LISTEN 2018.

See all keynotes – and more to be announced – on LISTEN’s speaker page.

New at LISTEN: FREE Pre-Event Workshops

For the first time at LISTEN we will host workshops on Tuesday, October 23rd from 9am – 12PM. There are currently three workshops available, with a fourth to be added later. All workshops are free to LISTEN registrants and focus on:

  • Call categorization and search syntax best practices
  • Advanced call categorization and search syntax
  • Leveraging the DMAIC process for driving speech analytics

At registration, in actives section, make sure to select the workshop you want to attend in the drop down. Spots must be reserved.

Tracks and Sessions Now Posted!

We are excited to share with you the 30+ sessions available at this year’s LISTEN. We have heard your feedback, and the tracks are more customized to your role in your organization and level of expertise. Sessions range from increasing sales, to uncovering inefficiencies, to reducing fraud, to enhancing agent performance and much more! There are two main areas of focus: business and technology.

Business Tracks For Executives: Sessions for executives responsible for CX and customer engagement analytics budgets. In these sessions fellow executives will present their experience and approach in justifying and applying analytics for maximum return.

Business Tracks For Program Owners: Sessions for those responsible for implementing and driving results from their organization’s customer engagement analytics program. Hear how others are rolling out and advancing their speech programs.

Technical Track for Analysts – Fundamentals: In these sessions for analysts, CallMiner staff and users in other organizations will share fundamental plays for applying analytics in areas such as customer experience, agent performance, sales effectiveness and compliance.

Technical Track for Analysts – Advanced: In these advanced sessions for analysts, fellow users and certified analysts will share approaches to solving complex problems with interaction analytics and using advanced approaches such as leveraging the API.

Check back to the LISTEN agenda page for more detail on speakers and descriptions. Thank you to everyone who submitted topics and voted on

We will have more updates on LISTEN in the weeks to come, so please keep checking our blog, LISTEN or with your CSD for more information.  See you in October!

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