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Understand your customers. Unlock business value.

October 19-20

Register now

LISTEN Awards are now closed!
Winners to be announced live at the event!

LISTEN Awards are now closed!
Winners to be announced live at the event!


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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.


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Speakers

We Bring Some of the Most Influential Voices in the Speech Analytics Industry

Interact with them in an intuitive professional virtual platform

Robin Gomez

Director, Customer Care Innovation

Radial

Cris Kuehl

Global VP, Insights & Analytics

Sitel Group

Jeremy Schaffer

Speech Analytics Analyst

Shellpoint Mortgage Servicing

Pulkit Jain

Assistant Vice President, Business Analytics

Radius Global Solutions

Cassidy Carter

EVP, Sales Operations

MultiView

Robin Gomez

Director, Customer Care Innovation

Radial

Cris Kuehl

Global VP, Insights & Analytics

Sitel Group

Pulkit Jain

Assistant Vice President, Business Analytics

Radius Global Solutions

Jeremy Schaffer

Speech Analytics Analyst

Shellpoint Mortgage Servicing

Cassidy Carter

EVP, Sales Operations

MultiView

Stacy Dye

SVP/GM, Quantitative Insights

RDI Sightline

Panos Periorellis

Principal Program Manager, AI and Research

Microsoft

Kevin Doyle

Senior Analyst, Interaction Analytics

SiriusXM

Chad Schott

VP, Learning, Quality & Compliance

Angi

Steve Ruszczyk

COO USA & Service Line Head for Interaction Analytics

Teleperformance

Nick Morrison

Manager of CSAT and Quality Analytics

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

Philip Barbagallo

Group Vice President, Bank Manager, Contact Center

M&T Bank

Sean Clark

SVP, Platforms

Provana

Chris Jones

Dr. Chris Jones

Senior Data Scientist

CallMiner

Ezra Roberts

Manager, Quality Analytics

Angi

Umesh Shah

Vice President, Analytics and Workforce Management

M&T Bank

Rick Britt

Vice President of Artificial Intelligence

CallMiner

Scott Kendrick

Vice President of Strategy

CallMiner

Alexis Kitchen

Alexis Kitchen

Senior Product Manager

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Eric Williamson

Chief Marketing Officer

CallMiner

Jason McKay

Jason McKay

Product Manager

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

Tom Wendt

SVP of Sales

CallMiner

Paul Bernard

Paul Bernard

President & CEO

CallMiner

MJ Johnson

Senior Director of Product Marketing

CallMiner

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ATTENDEES

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Agenda

Day 1 - Tuesday, October 19

12:00 - 12:07 PM
EST


Welcome / Opening Remarks

Eric Williamson - Chief Marketing Officer, CallMiner

12:07 - 12:49 PM
EST


Keynote Address: LISTENING in a Changed World

Jeff Gallino - CTO, Founder, CallMiner

Panos Periorellis - Principal Program Manager, AI and Research, Microsoft

12:49 - 1:19 PM
EST


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

1:19 - 1:45 PM
EST


Intermission

1:45 PM - 2:35 PM
EST


Executive Track

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

Power Users & Program Owners

Level Up: Mastering the CallMiner API

Collin Warren
Speech Analytics Manager, HPOne

Damon Leahy
Director of IT, AscensionPoint Recovery Services

Products / AI

What’s New With CallMiner?

MJ Johnson
Senior Director of Product Marketing, CallMiner

Jason McKay
Product Manager, CallMiner

Julian Tiongson
Product Marketing Lead, Five9

2:35 PM - 3:25 PM
EST


Executive Track

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

Power Users & Program Owners

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

Products / AI

Predicting Satisfaction: The Art of CX Models

Dr. Chris Jones
Senior Data Scientist, CallMiner

Rick Britt
Vice President of Artificial Intelligence, CallMiner

3:25 PM - 3:30 PM
EST


Closing Remarks

MJ Johnson - Senior Director of Product Marketing, CallMiner


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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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