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Better Intelligence for Better Experiences

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24-25 May 2022

Marriott Victoria & Albert Hotel
Manchester, UK
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Save Your Place

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


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Overview

Learn, Connect, Improve

LISTEN UK 2022 is a free event for the CallMiner customer community. An informative, immersive, interactive multi-day experience to elevate our customer’s conversation analytics capabilities.

This two-day event provides attendees with insight on market developments, CallMiner’s strategic direction, the latest enhancements to the CallMiner platform and an exclusive view into future innovations. Multiple sessions and workshops will focus on the sharing of case studies and best practices from existing customers and partners highlighting techniques, learnings and benefits gained in successfully applying conversation analytics.

Throughout the event there will be many opportunities to network in-person with friends, colleagues, partners, industry peers and CallMiner experts and executives.

Better Intelligence for Better Experiences

In its 4th year LISTEN UK has always been about bringing our international customer community together to learn how to deliver better experiences and drive greater business value from customer conversations. This year’s theme will cover many different topics but will focus on ensuring that attendees master:

  • Best practices for contextualising and analysing customer, product, and brand Intelligence to produce actionable insight
  • How new product developments will drive better experiences for both customers and employees
  • Ways to utilise insight beyond the contact centre to benefit the entire organisation

Don’t miss the UK LISTEN Awards on the evening of the 24th of May where we will recognise the achievements of existing CallMiner customer & partner organisations over the last year!


1st Track:

Executive Track

2nd Track:

Power Users & Program Owners

3rd Track:

Products / AI



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Speakers

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

Interact with them in an intuitive professional virtual platform

Katy Camp

Customer Operations Senior Team Leader

Cabot Credit Management

Laura Franke

Cloud Solution Architect

Microsoft

Sophie Mofflin

Performance Analyst - Speech

British Gas

Tyrone Lester

Speech Analytics - Data & Insight

Direct Line Group

Emma Bantges

Customer Operation Enhancement Manager & Vulnerable Champion

Cabot Credit Management

Katy Camp

Customer Operations Senior Team Leader

Cabot Credit Management

Laura Franke

Cloud Solution Architect

Microsoft

Sophie Mofflin

Performance Analyst - Speech

British Gas

Tyrone Lester

Speech Analytics - Data & Insight

Direct Line Group

Emma Bantges

Customer Operation Enhancement Manager & Vulnerable Champion

Cabot Credit Management

Robin Spooner

Head of Operational Planning and Reporting

Ageas UK

Nick Rowe

Customer Success Director

CallMiner

Lee Mostari

Director of Insights and Analytics

Davies Group

Jason Fletcher

Engagement Analytics Specialist

Hoist Finance

James Gregory

Operational Insight Manager

Royal Sun Alliance

Adrian Swinscoe

Aspirant Punk

Punk CX

Liam Miller

Product Analyst

CallMiner

Atiff Mazhar

Operations Speech Analytics Manager

British Gas

Cris Kuehl

Global Head of CX Analytics

Sitel Group

Adam Smith

Root Cause Analysis & Speech Manager, Services & Solutions

British Gas

Sam Lewis

Business Analyst

CallMiner

Adam Hutchinson

Quality and Compliance Reporting Analyst

Anglian Water

Dave Baldwin

Customer Assurance Oversight & Governance Manager

Direct Line Group

Paolo Righetti

Global Head of Analytics

Teleperformance

Patrick Mackay

Manager of Global CRM and CX Analytics

LifeScan

Emmanuel Simonet

VP, Sales

Teleperformance

Eric Williamson

Chief Marketing Officer

CallMiner

Dan Austin

Quality and Compliance Manager

Anglian Water

Darren Rowell

Quality and Compliance Reporting Analyst

Anglian Water

Eric Klipfel

Deputy Chief Executive Officer

Solocal Group

Simon Evans

Business Performance Director

Vitality

Rick Britt

Vice President of AI

CallMiner

Alex Robson

Snr. Manager of International Marketing

CallMiner

Dave Beane

Business Design Manager

Direct Line Group

Ben Harper

Business Analyst

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Mark Lockyer

Sales Director

CallMiner

Frank Sherlock

VP, International

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

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ATTENDEES

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Agenda

Day 1 - Tuesday, 24 May

10:00AM - 10:15AM BST


Welcome / Opening Remarks

Frank Sherlock - VP, International, CallMiner

10:15AM - 11:00AM BST


11:00AM - 11:30AM BST


11:30AM - 12:15PM BST


A New Way to Care, Create, Connect & Compete: A Case Study

Cris Kuehl - Global Head of CX Analytics, Sitel Group

Patrick Mackay - Manager of Global CRM and CX Analytics, LifeScan

12:15PM - 1:15PM BST


Networking Lunch

1:15PM - 1:45PM BST


1:45PM - 2:30PM BST


Keynote Session

Keynote: Acronym Soup: The Latest in AI, ML & NLP

Rick Britt
Vice President of AI, CallMiner

Workshop

Workshop: The Great Conversation Intelligence Breakout (Day 1)

Liam Miller
Product Analyst, CallMiner

Nick Rowe
Customer Success Director, CallMiner

Sam Lewis
Business Analyst, CallMiner

Ben Harper
Business Analyst, CallMiner

2:30PM - 2:45PM BST


Refreshment Break

2:45PM - 3:30PM BST


PANEL: Business Heroes: How they Moved Their Impact BEYOND the Contact Centre

Robin Spooner - Head of Operational Planning and Reporting, Ageas UK

Atiff Mazhar - Operations Speech Analytics Manager, British Gas

Sophie Mofflin - Performance Analyst - Speech, British Gas

Adam Smith - Root Cause Analysis & Speech Manager, Services & Solutions, British Gas

Darren Rowell - Quality and Compliance Reporting Analyst, Anglian Water

Mark Lockyer - Sales Director, CallMiner

3:30PM - 3:50PM BST


Case Studies from an Award-Winning Partnership

Lee Mostari - Director of Insights and Analytics , Davies Group

Simon Evans - Business Performance Director, Vitality

3:50PM - 4:20PM BST


How Anglian Water is ‘Gifting’ Rapid Insights Through Agile Categorisation

Darren Rowell - Quality and Compliance Reporting Analyst, Anglian Water

Adam Hutchinson - Quality and Compliance Reporting Analyst, Anglian Water

Dan Austin - Quality and Compliance Manager, Anglian Water

4:20PM - 4:30PM BST


Closing Remarks

Frank Sherlock - VP, International, 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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Register

Save your place!

You will receive notification of your registration confirmation by email within 48 hours.

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Who Attends LISTEN?


1st Track:

Executive Track

2nd Track:

Power Users & Program Owners

3rd Track:

Products / AI


Roles that attend LISTEN UK

LISTEN UK 2022 is designed with a variety of content and interactive sessions, so attendees can attend sessions that will deliver the greatest value to them. Attendee roles range from CEO/ CIO/ CXO/ CRO, Vice Presidents and Directors of Customer Care, Quality Assurance, Compliance, Contact Centre Operations, to Programme Managers and Quality/ Speech/ Business Analysts.

Organisations that attend LISTEN UK

The CallMiner community includes leading organisations spanning numerous industries including, communications, financial services, insurance, collections, retail, energy & utilities, and outsourcing. The use cases range from contact centre efficiency, customer experience, product experience, employee experience, sales & marketing effectiveness, and many others.


Thank You to Our Partners!

 

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