March 25-27, 2018
Hotel Colonnade, Coral Gables

Brian LaRoche

Director, Outbound Marketing
Brian LaRoche is Director, Outbound Marketing and is responsible for Direct, ABM and Event marketing programs for CallMiner ( In addition to his marketing responsibilities he is the host and moderator of CallMiner’s popular Monthly Education Webinar series. LaRoche, a call center industry veteran, is a frequent guest speaker, panelist and guest columnist on a number of technical, collections, sales, customer service, voice of the customer and leadership topics related to the analytics field. About CallMiner CallMiner believes that resolution is the fundamental driver of positive customer experiences. When contact center agents and others responsible for customer engagement are enabled by insight and feedback in real-time, they can dramatically improve the rate and speed of positive outcomes. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including seven Speech Technology implementation awards in the past five years, CallMiner customers enjoy unparalleled success in leveraging CallMiner interaction analytics products to attain their business goals and objectives. For more information, please contact CallMiner at (781) 547-5666, visit or email Contact Info – Brian LaRoche CallMiner Marketing Director 200 West Street, 4th Floor East Waltham, MA 02451 Email: Phone: 781-547-4052 Twitter: @brian13laroche

10:15 AM FIRESIDE CHAT: Delivering Effortless Patient Experience

With increased competition in the healthcare space and the expanded use of Patient Engagement Centers (Contact Centers) to support a myriad critical functions, the risk of losing customers is now higher than ever. This fireside chat will focus on best practices for creating an effortless experience for your patients, including understating their real expectations and preferences, and applying cutting edge analytics to tap into the real voice of the patient in the contact center including supporting ideal RCM.

Check out the incredible speaker line-up to see who will be joining Brian.

Download The Latest Agenda