Overview
Learn, Connect, Improve
LISTEN 2021 is a free virtual conference designed for our customer community as an informative and interactive multi-day experience.
The two-day event will help attendees gain a better understanding of the latest enhancements to the CallMiner platform, as well as an exclusive view into the innovations coming next in our daily keynotes. In addition, there are multiple daily breakout session tracks to learn from and be inspired by, as well as an opportunity to network live with peers and CallMiner experts.
Understand your customers. Unlock business value.
Our annual LISTEN event has always been about bringing our customer community together to learn how to deliver better experiences and drive greater business value from customer interactions. LISTEN 2021 stays true to that commitment and is designed to be informative, inspiring, and interactive for power users, program owners, as well as executives.
1st Track:
Executive Track
2nd Track:
Power Users & Program Owners
3rd Track:
Products / AI
Learn, Connect, Improve
LISTEN 2021 is designed with a wide variety of content and interactive sessions, allowing attendees an opportunity to select the schedule that will deliver the greatest value to them. Attendees range from CEO/ CIO/ CXO/ CRO, Vice Presidents and Directors of Customer Care, Quality Assurance, Compliance, Contact Center Operations, to Program Managers and Quality/ Speech/ Business Analysts.
Organizations that attend LISTEN
The CallMiner customer community includes leading organizations from around the globe spanning numerous industries including healthcare, communications, financial services, insurance, collections, retail, energy & utilities, and business process outsourcers (BPO). The use cases range from contact center efficiency, customer experience, product experience, and sales & marketing effectiveness, and many others.
Speakers
We Bring Some of the Most Influential Voices in the Speech Analytics Industry
Interact with them in an intuitive professional virtual platform
Cassidy Carter
EVP, Sales Operations
MultiView
Jeremy Schaffer
Speech Analytics Analyst
Shellpoint Mortgage Servicing
Panos Periorellis
Principal Program Manager, AI and Research
Microsoft
Stacy Dye
SVP/GM, Quantitative Insights
RDI Sightline
Pulkit Jain
Assistant Vice President, Business Analytics
Radius Global Solutions
Cassidy Carter
EVP, Sales Operations
MultiView
Jeremy Schaffer
Speech Analytics Analyst
Shellpoint Mortgage Servicing
Panos Periorellis
Principal Program Manager, AI and Research
Microsoft
Stacy Dye
SVP/GM, Quantitative Insights
RDI Sightline
Pulkit Jain
Assistant Vice President, Business Analytics
Radius Global Solutions
Robin Gomez
Director, Customer Care Innovation
Radial
Cris Kuehl
Global VP, Insights & Analytics
Sitel Group
Kevin Doyle
Senior Analyst, Interaction Analytics
SiriusXM
Nick Morrison
Manager of CSAT and Quality Analytics
Angi
Steve Ruszczyk
COO USA & Service Line Head for Interaction Analytics
Teleperformance
Chad Schott
VP, Learning, Quality & Compliance
Angi
Paolo Righetti
Global Head of Analytics
Teleperformance
Collin Warren
Speech Analytics Manager
HPOne
Luke Cuthbertson
Consulting Director - Analytics
Davies Group
Ken Pedersen
CEO
Zenylitics
Damon Leahy
Director of IT
AscensionPoint Recovery Services
Julian Tiongson
Product Marketing Lead
Five9
Sean Clark
SVP, Platforms
Provana
Philip Barbagallo
Group Vice President, Bank Manager, Contact Center
M&T Bank
Umesh Shah
Vice President, Analytics and Workforce Management
M&T Bank
Dr. Chris Jones
Senior Data Scientist
CallMiner
Ezra Roberts
Manager, Quality Analytics
Angi
Rick Britt
Vice President of Artificial Intelligence
CallMiner
Scott Kendrick
Vice President of Strategy
CallMiner
Eric Williamson
Chief Marketing Officer
CallMiner
Alexis Kitchen
Senior Product Manager
CallMiner
Bruce McMahon
Vice President of Product
CallMiner
Jason McKay
Product Manager
CallMiner
Jeff Gallino
CTO, Founder
CallMiner
Tom Wendt
SVP of Sales
CallMiner
Paul Bernard
President & CEO
CallMiner
MJ Johnson
Senior Director of Product Marketing
CallMiner
DAYS
BREAKOUT SESSIONS
USER DRIVEN CONTENT HOURS
ATTENDEES
Agenda
Day 1 - Tuesday, October 19
Welcome / Opening Remarks
Eric Williamson - Chief Marketing Officer, CallMiner
Keynote Address: LISTENING in a Changed World
Jeff Gallino - CTO, Founder, CallMiner
Panos Periorellis - Principal Program Manager, AI and Research, Microsoft
General Session: Executive Fireside Chat
Eric Williamson - Chief Marketing Officer, CallMiner
Paul Bernard - President & CEO, CallMiner
Bruce McMahon - Vice President of Product, CallMiner
Tom Wendt - SVP of Sales, CallMiner
Scott Kendrick - Vice President of Strategy, CallMiner
Jeff Gallino - CTO, Founder, CallMiner
Driving Value Beyond the Contact Center with Customer Insights
Philip Barbagallo
Group Vice President, Bank Manager, Contact Center, M&T Bank
Umesh Shah
Vice President, Analytics and Workforce Management, M&T Bank
Level Up: Mastering the CallMiner API
Collin Warren
Speech Analytics Manager, HPOne
Damon Leahy
Director of IT, AscensionPoint Recovery Services
What’s New With CallMiner?
MJ Johnson
Senior Director of Product Marketing, CallMiner
Jason McKay
Product Manager, CallMiner
Julian Tiongson
Product Marketing Lead, Five9
Roundtable: Best Practices and Lessons Learned in a New World
Cris Kuehl
Global VP, Insights & Analytics, Sitel Group
Steve Ruszczyk
COO USA & Service Line Head for Interaction Analytics, Teleperformance
Robin Gomez
Director, Customer Care Innovation, Radial
Stacy Dye
SVP/GM, Quantitative Insights, RDI Sightline
Getting Emotional Over Analytics
Chad Schott
VP, Learning, Quality & Compliance, Angi
Nick Morrison
Manager of CSAT and Quality Analytics, Angi
Ezra Roberts
Manager, Quality Analytics, Angi
Kevin Doyle
Senior Analyst, Interaction Analytics, SiriusXM
Predicting Satisfaction: The Art of CX Models
Dr. Chris Jones
Senior Data Scientist, CallMiner
Rick Britt
Vice President of Artificial Intelligence, CallMiner
Closing Remarks
MJ Johnson - Senior Director of Product Marketing, CallMiner
What Our Attendees Say
“Thank you for holding a 1st class virtual conference. Good selection of top-notch industry speakers. Thanks for making it easy to join, participate and refer back to the conference sessions.”
“I appreciate that I’ll be able to see the other sessions as you never know what insights they might give! While networking was more challenging virtually, you all should be proud of this conference. You gave it that CallMiner feel virtually!”
“I was pleasantly surprised at how much I took away from the conference.”
“I was impressed at how much knowledge and insight I gained as a first-time attendee”
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