Leads global customer service and sales for Wayfair, the largest online retailer of home furnishings and decor. Wayfair’s portfolio of home brands includes Wayfair.com, Joss & Main, AllModern.com, Birch Lane and DwellStudio.
Joined Wayfair in late 2017. A four year veteran of speech analytics. Previously designed and implemented compliance, quality and performance measurement tools for two financial services firms in the greater Boston area.
Quality Analytics Manager for Bluegreen Vacations, responsible for CallMiner since implementation in 2010, and other CX and agent performance platforms. Has 13 years of contact center experience, is a certified Medallia CEM and CallMiner Business Intelligence Analyst.
MainTrax is a leading independent voice of speech analytics, helping organizations harness information to reduce customer effort. As its Vice President, Strategic Accounts, Chris Lawson focuses on business development, blueprinting workshops, consulting, and managed speech services.
Jeff founded CallMiner in 2002 and is a frequent speaker and panelist on speech and customer journey analytics. He oversees research, language development, and future product direction.
Join us in the Commonwealth Ballroom, 3rd Floor, at the Sheraton Boston Hotel
CX Intelligence Summit Kick-off
CallMiner’s Vice President of Marketing, Scott Kendrick will kick off the event with opening remarks discussing the Intelligence Advantage in this Age of the Customer.
Delivering a Flawless Omni-channel Customer Experience
Join Liz Graham, Vice President of Sales and Service, Wayfair, for the informative keynote on Wayfair’s innovative approach to customer experience that has resulted in 11 million active customers. Learn how Wayfair is pushing the limits of how customers can engage with the company and how they deliver a seamless shopping experience across all available channels.
Staying Ahead of the Trend with Engagement Analytics
Every socially driven movement starts small. Some stay small — while others snowball into consumer perceptions that challenge even the most established and reputable brands. Joe Paiva, Senior Analyst at Wayfair, will discuss how to leverage engagement analytics to recognize mass movements as they start, and provide responsiveness that protects your brand.
Relational Learning Round Tables
Discuss key challenges in delivering a positive customer experience in our current environment, and have experts weigh in on how engagement and journey analytics can help.
AI & Interaction Analytics – The Future is Now
CallMiner’s founder and CTO, Jeff Gallino, who pioneered the speech analytics industry, will discuss how artificial intelligence, machine learning, and deep learning are put to practical use to improve CX Intelligence.
Driving Customer Experience with Analytics
Adam McCord, Quality Analytics Manager at Bluegreen Vacations, will share his insights and best practices from more than 7 years of experience working with Customer Engagement Analytics.
Profit More from Speech Analytics
Speech analytics can have a profound impact on the enterprise by yielding vast improvements in efficiency and sweeping cost reductions, but only with a well-crafted strategic blueprint. Chris Lawson of MainTrax will share best practices for defining a blueprint based on real case studies from over 12 years’ experience.
CallMiner Eureka Product Roadmap & Demonstration
Bruce McMahon, Director of Product Management will present the latest advancements in Customer Engagement Analytics and Automated Agent Performance Management.
Wayfair HQ Tour & Reception
At conclusion of the sessions, the group will make its way to Wayfair’s headquarters at 4 Copley Place, to experience Wayfair’s culture with a tour of the office. Hors d’oeuvres, beer and wine will be served for an extended networking opportunity.
Immediately following the CX Intelligence Summit, join us for a cocktail reception and tour at the Wayfair headquarters. The modern office space reflects the company’s dynamic culture and highlights the stunning city views.
39 Dalton Street, Boston, MA 02199 | 9:30 am – 4:30 pm + Reception
Commonwealth Ballroom, 3rd Floor
Guests are also able to book using the below StarGroups Link below (Group Code ‘CD09AA’)
CallMiner Eureka, Inc.
Originally built to scale for the largest enterprises and data, CallMiner has expanded its customer experience software product capabilities to include all channels of customer conversations including calls, chat, email, texts, social media, surveys among other mediums and offers solutions for both large enterprises and smaller contact centers.