London, 25-26 February @ 8 Fenchurch Place

CallMiner

Teleperformance Logo

Ember logo

Aspect Logo

Sitel Group

Morae Global

Overview

CallMiner’s LISTEN World Tour – London 2020 was a huge success, featuring 1 ½ days of inspiring interactions, presentations, workshops, discussions and networking with top thought-leading organizations. The 1st stop on our 2020 tour boasted an impressive array of customer and industry presenters in various sessions designed for both experienced and novice interaction analytics users, leaders, data scientists, and industry gurus.

This year’s event was sold out! If you weren’t able to attend, watch our highlights video and gear up for next year! See you then!

Register

Registration is now closed. Watch highlights from our 2020 event!

 

Featured Speakers

Carolyn Blunt

Ember Logo

Carolyn Blunt
Ember Group

Jeff Gallino

CallMiner Logo

Jeff Gallino
Founder & CTO

Rick Britt

CallMiner Logo

Rick Britt
VP, Artificial Intelligence

Bruce McMahon

CallMiner Logo

Bruce McMahon
VP, Product

Danny Kuivenhoven

Teleperformance Logo

Danny Kuivenhoven
Head of Digital Transformation, EMEA

Cabot Financial

Emma Bantges
Customer Operations Enhancement Manager

Ben Harper

Freeway Insurance

Ben Harper
Business Analyst

Christine Fox

Teleperformance Logo

Christine Fox
Program Manager, Interaction Analytics

Sam Brown

Vanquis

Samuel Brown
Speech Analytics Manager

Chris Teare

Phillips and Cohen

Chris Teare
Speech Analytics Strategy Manager

Patrick Kellermann

Morae Global

Patrick Kellermann
Sr. Director, Head of UK Managed Services

Agenda

 Tuesday, 25 February

12:30-12:45

Registration

Advanced Workshops

Novice Workshops

13:00-14:15

More Than Just Software:
Establishing Your Speech Analytics Structure & Processes

Speech Analytics 101 & Demonstration

14:30-15:45

Choosing Your Target:
How to Pick the Right Initiatives

Best Practices for Speech Analytics

16:00-17:15

CallMiner Playbooks:
The Path to Initiative Success

Deriving ROI Through Speech Analytics

17:30-19:00

Cocktail & Networking Reception – Sponsored by

Ember Logo

Wednesday, 26 February

8:00-9:00

Registration & Breakfast – Sponsored by
Sitel Group

9:00-9:15

Welcome – Frank Sherlock, GM EMEA, CallMiner

9:15-9:30

CallMiner Update – Adam Walton, COO, CallMiner

9:30-10:15

Product Roadmap – Bruce McMahon, VP of Product, CallMiner

10:15-10:30

Break sponsored by Morae Global

10:30-11:15

Robots Don’t Cry – Danny Kuivenhoven, Head of Digital Transformation, Teleperformance EMEA

11:15-12:00

Vulnerable Customers in a Digital World – Carolyn Blunt, Managing Director, Ember Group

12:00-13:00

Lunch – Sponsored byTeleperformance Logo

Novice Workshops

Advanced Workshops

13:00-13:30

Zero to Critical Business Tool in 12 Months
– Ben Harper, Business Analyst, Freeway Insurance

Where CM is Leading the Industry in Conversational AI
– Rick Britt, VP AI, CallMiner

13:30-14:00

How Hawaiian Airlines Improved CX and Business Objectives Through Speech Analytics
– Christine Fox, Program Manager, Interaction Analytics, Teleperformance

Delivering Speech Analytics Success
– Samuel Brown, Speech Analytics Manager, Vanquis Bank

14:00-14:15

Break  – Sponsored byMorae Global

14:15-15:00

Speech Analytics in a Forensic Legal Environment
– Pat Kellermann, Sr. Director, Head of Managed Services, Morae Global

Continuous Improvement Through Agent Development
– Emma Bantges, Customer Operations Enhancement Management, Cabot Financial

15:00-15:45

Launching a Speech Analytics Programme with Employee Engagement
– Panel Discussion

Driving Optimal Compliance and Outcomes with Speech Analytics
– Chris Teare, Speech Analytics Strategy Manager, Phillips & Cohen

15:45-16:15

Break  – Sponsored byMorae Global

16:15-16:45

Advances in Conversational AI: Leveraging Machine Learning to Improve Human Interactions – Rick Britt, VP AI, CallMiner

16:45-17:30

Platforms & Ecosystems – Jeff Gallino, CTO & Founder, CallMiner

17:30-17:45

Recognitions & Conference Closing Remarks

17:45-19:15

Cocktail & Networking Reception – Sponsored by Aspect Logo

Venue

8 Fenchurch Place, London EC3M 4PB, United Kingdom

Event Sponsors

Platinum

Teleperformance Logo

Ember Logo

Gold

Aspect Logo

Sitel Group

Morae Global

Contact

Strelley Hall,
Main Street, Strelley Village
Nottingham, NG8 6PE
United Kingdom
+44 (0) 115 906 1142

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