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Keynote Presentations

Call Center Operations

Dynamic thought leaders with inspiring ideas around customer experience and your contact center culture.

Culture That Rocks!

Tuesday | 8:15 AM – 10:00 AM
Location: Conference Hotel
Jim Knight

To nurture a company culture that truly rocks you have to understand the obstacles, you have to take dynamic action, and you have to be obsessed. It is not enough simply talk about culture building, you have to take drastic steps to make it a reality. Jim Knight, culture expert and founder of Knight Speaker will addresses major categories of an organization's culture through dynamic storytelling and a blended approach of business acumen and music orientation. Focused on individuals and departments charged with creating, maintaining or revolutionizing an organizational culture, Knight will help all in attendance amp up, or totally revolutionize, the corporate culture at their organization.

Jim Knight

Hard Rock Café, Former Head of "School of Hard Rocks"

Jim Knight is a former head of training and development, Hard Rock International who has put his experience and creativity to work to develop cutting-edge training concepts. During his time with the Hard Rock brand, his team won coveted Telly Awards in 2000 for their guest service video, took top honors in 2007 for their menu rollout video, garnered Training Directors Forum's 1998 prize for "Reengineering Training" and won Brandon Hall's Gold Best in Class Award for their "Service Recovery" e-learning course. Jim Knight was also recognized by Training Magazine as representing one of the Top 125 training companies in the world, out of all industries and businesses.

Becoming Obsessed with the Customer

Wednesday | 8:15 AM – 10:00 AM
Location: Conference Hotel
John Rossman

Amazon's customer service and customer centric attitude is legendary. It is driven by leadership that can deduce the needs and wants of the customer and constantly push to improve the customer experience. Author of The Amazon Way, John Rossman, to teach you how to put yourself in your customer's shoes. He will reveal Amazon's "holy trinity" for customers and make it applicable to any business. After this speech you will see how your customers will drive innovation and have the potential to be your best salespeople.

John Rossman

, Former Amazon Executive, Author on Digital Disruption, Innovation and IoT

John Rossman is a Managing Director with Alvarez & Marsal in Seattle, specializing in technology strategy, multi-channel operations scaling and platform enablement in multiple industries including retail, service and public sector. With more than 28 years of technology strategy, design, implementation and operating experience, Mr. Rossman has led several complex businesses and programs resulting in innovative business models. He has worked with clients across a broad range of industries including retail, insurance, education, forest products, industrial products and transportation.

"The conference was a great way for me to judge how well our contact center is performing in some areas. But, also allowed me to see where we could improve."

Matt Davis, Assistant Manager Contact Center Operations, Londen Companies


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.