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Better Intelligence for Better Experiences

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The Waldorf, London

20th-21st June 2023

Register now

 

LISTEN Award Submissions are CLOSED!
Winners to be announced live on the 20th of June.

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Better Intelligence for Better Experiences

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The Waldorf, London

20th-21st June 2023

Save the Date!

Register now

 


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Overview

Innovate to Improve

Now in its 5th 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.

The agenda 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 LISTEN Awards presented live on the evening of the 20th of June where we will recognise the achievements of existing CallMiner customer & partner organisations over the last year!

Better Intelligence for Better Experiences

LISTEN UK 2023 is an event focused on the CallMiner community, free of charge to attend. 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.


1st Track:

Executive Track

2nd Track:

Power Users & Program Owners

3rd Track:

Products / AI



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Speakers

Hear From Some of the Most Influential Companies in the Conversation Analytics Industry

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Matt Rogers

Speech Analytics Manager

Vanquis Bank

Clare Muscutt (she/her)

Founder and CEO

Women in CX Ltd

John Cottrell

MI Manager

Ageas

Toni Jones

Operations Insight Analyst

Royal Sun Alliance

Atiff Mazhar

Operations Speech Analytics Manager

British Gas

Matt Rogers

Speech Analytics Manager

Vanquis Bank

Clare Muscutt (she/her)

Founder and CEO

Women in CX Ltd

John Cottrell

MI Manager

Ageas

Toni Jones

Operations Insight Analyst

Royal Sun Alliance

Atiff Mazhar

Operations Speech Analytics Manager

British Gas

Michael Anderson

VP Client Management

Davies Group

Anna Graham

Operational Speech Analyst

British Gas

Panos Periorellis

Principal Program Manager, AI Platform

Microsoft

Sean Keane

Director of Consulting Services

Davies Group

Helge Bruflot

Nordic Project Manager, Customer Service

Allente

David Smith

Team Leader

Ageas

Callum Smith

Head of Customer Operations Centre of Excellence

Vanquis Bank

Jerry Haywood

CEO

Boost.ai

Sam Brown

Senior Manager, CX Analytics

Foundever

Henry Iversen

Co-Founder & Chief Commercial Officer

boost.ai

Gareth Tomlinson

Head of Customer Operations Strategy Execution

Vanquis Bank

Craig John

Innovation Director

Davies Group

Sarah Appleton

Speech Analytics Manager

The Very Group

Stephen Shaw

Senior Customer Operations Manager

Vanquis Bank

Paul Whittaker

Planning Manager

Ageas

Luke Ollerhead

Customer Services Insights Manager Customer Care

The Very Group

Alex Robson

Director of Marketing, EMEA

CallMiner

Stefano Spinola

Speech Analytics Coach

Citation

Darren Towler

Senior Analyst

Ageas

Jason Fletcher

Speech and Interaction Manager

MVF

Amanda Hailey

Commercial Sales Operations - Campaign Manager

Citation

Nick Rowe

Customer Success Director

CallMiner

Eric Williamson

Chief Marketing Officer

CallMiner

Liam Miller

Solutions Analyst

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Mark Lockyer

International Sales Director

CallMiner

Frank Sherlock

General Manager for International

CallMiner

Jonathan Ranger

Jonathan “JR” Ranger

Chief Customer Officer

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

Jacob Mollett

Senior Director, Customer Success

CallMiner

Check Out Highlights from Last Year's Event!

 

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Speakers

Hear From Some of the Most Influential Companies in the Conversation Analytics Industry

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Matt Rogers

Speech Analytics Manager

Vanquis Bank

Clare Muscutt (she/her)

Founder and CEO

Women in CX Ltd

John Cottrell

MI Manager

Ageas

Toni Jones

Operations Insight Analyst

Royal Sun Alliance

Atiff Mazhar

Operations Speech Analytics Manager

British Gas

Matt Rogers

Speech Analytics Manager

Vanquis Bank

Clare Muscutt (she/her)

Founder and CEO

Women in CX Ltd

John Cottrell

MI Manager

Ageas

Toni Jones

Operations Insight Analyst

Royal Sun Alliance

Atiff Mazhar

Operations Speech Analytics Manager

British Gas

Michael Anderson

VP Client Management

Davies Group

Anna Graham

Operational Speech Analyst

British Gas

Panos Periorellis

Principal Program Manager, AI Platform

Microsoft

Sean Keane

Director of Consulting Services

Davies Group

Helge Bruflot

Nordic Project Manager, Customer Service

Allente

David Smith

Team Leader

Ageas

Callum Smith

Head of Customer Operations Centre of Excellence

Vanquis Bank

Jerry Haywood

CEO

Boost.ai

Sam Brown

Senior Manager, CX Analytics

Foundever

Henry Iversen

Co-Founder & Chief Commercial Officer

boost.ai

Gareth Tomlinson

Head of Customer Operations Strategy Execution

Vanquis Bank

Craig John

Innovation Director

Davies Group

Sarah Appleton

Speech Analytics Manager

The Very Group

Stephen Shaw

Senior Customer Operations Manager

Vanquis Bank

Paul Whittaker

Planning Manager

Ageas

Luke Ollerhead

Customer Services Insights Manager Customer Care

The Very Group

Alex Robson

Director of Marketing, EMEA

CallMiner

Stefano Spinola

Speech Analytics Coach

Citation

Darren Towler

Senior Analyst

Ageas

Jason Fletcher

Speech and Interaction Manager

MVF

Amanda Hailey

Commercial Sales Operations - Campaign Manager

Citation

Nick Rowe

Customer Success Director

CallMiner

Eric Williamson

Chief Marketing Officer

CallMiner

Liam Miller

Solutions Analyst

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Mark Lockyer

International Sales Director

CallMiner

Frank Sherlock

General Manager for International

CallMiner

Jonathan Ranger

Jonathan “JR” Ranger

Chief Customer Officer

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

Jacob Mollett

Senior Director, Customer Success

CallMiner

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Agenda

Day 1 - Tuesday, 20th June

8:30 AM -
9:30 AM BST


9:30 AM -
9:35 AM BST


Welcome/Opening Address

Frank Sherlock
General Manager for International, CallMiner

9:35 AM -
9:55 AM BST


Keynote: Better Intelligence for Better Experiences

Frank Sherlock
General Manager for International, CallMiner

Eric Williamson
Chief Marketing Officer, CallMiner

9:55 AM -
10:25 AM BST


Coaching Done Right: Learning How (and How Not) with Ageas

Paul Whittaker
Planning Manager, Ageas

John Cottrell
MI Manager, Ageas

Darren Towler
Senior Analyst, Ageas

David Smith
Team Leader, Ageas

10:25 AM -
10:40 AM BST



Refreshments & Networking


10:40 AM -
11:25 AM BST


How to Turbo Charge Your CX Using Interaction Analytics

Sean Keane
Director of Consulting Services, Davies Group

Michael Anderson
VP Client Management, Davies Group

11:25 AM -
11:55 AM BST


Citation’s Approach to Data-driven Selling for Revenue Growth

Stefano Spinola
Speech Analytics Coach, Citation

Amanda Hailey
Commercial Sales Operations - Campaign Manager, Citation

Frank Sherlock
General Manager for International, CallMiner

11:55 AM -
12:55 PM BST



Networking Lunch


12:55 PM -
1:25 PM BST


Self-Service and Human Assistance: Getting the Balance Right

Jeff Gallino
CTO, Founder, CallMiner

Jerry Haywood
CEO, Boost.ai

Sean Keane
Director of Consulting Services, Davies Group

Helge Bruflot
Nordic Project Manager, Customer Service, Allente

Sponsored by:

1:25 PM -
2:10 PM BST


Keynote: The Road Ahead – Product Roadmap Update

Bruce McMahon
Vice President of Product, CallMiner

Mark Lockyer
International Sales Director, CallMiner

2:10 PM -
2:30 PM BST



Refreshments & Networking


3:00 PM -
3:30 PM BST


Leveraging Real-Time Agent Guidance to Make a Difference in Customers’ Lives

Gareth Tomlinson
Head of Customer Operations Strategy Execution, Vanquis Bank

Matt Rogers
Speech Analytics Manager, Vanquis Bank

Callum Smith
Head of Customer Operations Centre of Excellence, Vanquis Bank

Stephen Shaw
Senior Customer Operations Manager, Vanquis Bank

Mark Lockyer
International Sales Director, CallMiner

3:30 PM -
3:50 PM BST



Refreshments & Networking


3:50 PM -
4:50 PM BST


Workshop #1

Realising the VALUE of Conversation Intelligence

Jacob Mollett
Senior Director, Customer Success, CallMiner

Jonathan "JR" Ranger
Chief Customer Officer, CallMiner

Workshop #2

Coaching Your Business

Nick Rowe
Customer Success Director, CallMiner

Liam Miller
Solutions Analyst, CallMiner

4:50 PM -
5:00 PM BST


Day 1 Closing Remarks

Frank Sherlock
General Manager for International, CallMiner

6:30 PM -
10:00 PM BST


Evening Reception + LISTEN Award Presentation

Frank Sherlock
General Manager for International, CallMiner

Jeff Gallino
CTO, Founder, 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 2023 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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