CX Intelligence Summit

Tuesday, April 10th 2018 @ Sheraton Boston Hotel

39 Dalton Street, Boston, MA 02199
9:30 am to 4:30 pm + by Wayfair Tour & Reception
Commonwealth Ballroom, 3rd Floor


Accelerate speed to CX Intelligence with AI and Automated Interaction Analytics.

By analyzing all your customer conversations – whether they are over the phone, email, chat or social, you can unlock the intelligence needed to attract delight and retain customers. You will also uncover insights to improve all areas of your business.

Join us for this highly educational and interactive full-day event. Learn how Wayfair and Bluegreen are using intelligence to improve the customer experience throughout their organizations.

Improve CX


Compliance Risk

Improve Agent



Liz Graham

Leads global customer service and sales for Wayfair, the largest online retailer of home furnishings and decor. Wayfair’s portfolio of home brands includes, Joss & Main,, Birch Lane and DwellStudio.

Joe Paiva

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.

Adam McCord

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.

Chris Lawson, MainTrax


Chris Lawson

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 Gallino

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.


9:30 AM

Continental breakfast

Join us in the Commonwealth Ballroom, 3rd Floor, at the Sheraton Boston Hotel

10:00 AM

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.

10:15 AM

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.

11:00 AM


11:15 AM

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.

12:00 PM


12:45 PM

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.

1:15 PM

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.

2:00 PM


2:15 PM

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.

3:00 PM

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.

3:45 PM

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.

4:30 PM

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.

Register for FREE Now


CallMiner, Inc., 200 West Avenue, Waltham, MA 02451

(781) 547-5690 | (781) 547-5889 (fax) |