Post Event Executive Report

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www.callcenterweek.com EXPO HALL INTERACTIVE LEARNING

CALL CENTER IQUBE

NETWORKING DRUM CAFÉ

ADVISORY BOARD MEETING

FOLLOW CCW ONLINE: #CallCenterWeek · #CCWSponsor · #CCWAwards · #CCWSpeaker Table of Contents

Letter from the Chairman...... 4

2015 Attendee Profile...... 5

Letter from Editor...... 6

Top themes of CCW 2015 Create a Winning Culture...... 7 AWARDS CEREMONY Customer-Centricity & Experience...... 10 Train, Empower & Engage...... 12 Technology...... 15 Personalization...... 17

2015 Video-Recorded Presentations...... 19

Attending Organizations...... 20

Sponsors & Exhibitors...... 21

Upcoming Events...... 22

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Official Post Show Report Sponsor: What a week it was at Call Center Week. 2015 is the year of the largest Call Center Week hosted in history, with more than 2,000 attendees representing 1,200+ companies. Perhaps what’s more impressive - the level of energy and engagement stayed high from CHAIRMAN’S the beginning to end. As Chairperson of Call Center Week, I had the opportunity to interact with keynote speakers, participate in breakout sessions LETTER and engage with many of you in the Expo Hall. It is clear to me that more of you are focused on transitioning your contact center operations to become more customer-centric and engagement- focus. For me, three themes emerged from a week of activities.

• Omnichannel experience and personalized customer interactions can help contact center drive business outcomes to increase growth, revenue and customer lifetime value. • Mobility and cloud, although not new topics, are clearly top-of- mind. What is interesting is that more organizations now have more tangible plans to build mobility and cloud into their contact center environments. • People are just as important as technology. Hiring, training and retaining multi-skilled agents can improve customer engagement and elevate net promoter score.

I have enjoyed serving as your Chairperson for Call Center Week, and I welcome the opportunity for you to continue the conversation with Avaya. With the convergence of customer service operations and contact center technology, it is exciting to be at the forefront for this new era of customer engagement.

Regards,

Gary E. Barnett Senior Vice President and General Manager Engagement Solutions Avaya Inc.

4 2015 EVENT OVERVIEW

2000+ 120+ 200+ 1200+ 61% NEW COMPANIES ATTENDEES SPEAKERS SPONSORS & EXHIBITORS ATTENDING COMPANIES

Attendee Seniority Attendee Industry Attendee By Function

ATTENDEE SENIORITY THIS ONE ATTENDEE INDUSTRY ATTENDEE BY FUNCTION 18% Banking & Finance 13% Retail & Manufacturing 10% Business Support Services 61% Customer Service Contact Center 10% High Tech 11% Marketing/Sales 10% C-Level 9% Healthcare & Pharma 10% Customer Experience 48% VP, Director Level 8% Utility & Energy 7% Other 34% Manager Level 7% Insurance 8% Technology/IT 8% Analysts & Specialists 7% Public Sector 3% Human Resources 5% Travel & Hospitality 4% Media & Entertainment 3% Food & Beverage 3% Telecom 1% Transportation & Logistics 1% Defense & Aerospace 1% Infrastructure & Construction

ANNUAL COMPANY REVENUE IN USD ContactCONTACT Center CENTER SIZE Size (BY SEATS) (By Seats) Annual Company Revenue In USD Attendance Keeps Growing!

44% CCW KEEPS GROWING! 0-49 2155

27% 1860 50-99 15% 18% 1275 100-249 24% 16% 15% 989 850 250-499 8% 7% 539

500+ 26% <$500M $500M-$1BN $1BN-$5BN $5BN-$10BN $10BN+ 2010 2011 2012 2013 2014 2015

www.callcenterweek.com 5 WATCH Welcome to CALL CENTER IQ CCW 2015

View the full video interviews with our speakers on our YouTube Channel, Call A breath of fresh air ushered in a new era of content, conversations and chats Center IQ. A special thanks to Content of contact center excellence at this year’s CCW. You could feel it buzzing in the Managers, Dan Herczak and Michael Scheno. atmosphere of the Convention Center in the famed Mirage Hotel and Casino in Las Vegas. Google Interview Series Yes, we were there for fun. Attendees took in both banter and games in the expo hall theater – checking out the newest technologies while indulging in cupcakes and champagne in the afternoons. Everyone became a musician in the main hall during a drum café so powerful the room bounced to its beat.

While Vegas is a destination for fun and frivolity, it’s also the home of new ideas, networking and brainstorming for new contact center solutions. A fair share of the chatter was dedicated to time-worn issues such as creating a winning culture within your center while also providing a valuable customer experience.

While these issues should stay front-of-mind, it became clear that technology remains a sore spot felt in call centers small-to-large. Questions on the uncertainty of tech application in the future abounded. How do we better track the customer journey? What makes for intuitive technology and do we have the budget for it? Mediaocean Interview Series Will we ever be fully automated?

Fortunately, we had experts on hand who have walked these paths before or are navigating them now. These pages contain interviews with our top speakers who have learned lessons you’ll be sure to glean insights from. But, don’t take my word for it. See for yourself what they have to say.

Sincerely,

Hannah Hager Digital Content Director Call Center Week CREATING A WINNING CULTURE Check the pulse of your t’s no secret that employees make or Difficult, yes, but not impossible. Zappos, break the viability of an organization. which is widely considered an industry culture to ensure its health IIt should also be of no surprise that a benchmark organization on positive culture, healthy culture is at the heart of that success. was referenced in a study by John Kotter Interviews by Hannah Hager Achieving it is another story, however, and and James Heskett, the authors of the many have run afoul of a toxic culture that book, Corporate Culture and Performance. poisons productivity. What is the antidote? Their study found that organizations with performance-enhancing cultures saw There might not be one, says Diane M. astounding results: namely 682% revenue Magers, CCXP, Office of the Customer at growth and 756% in net income growth. AT&T Business Services. Just take a step through their doors at next year’s Call Center Week and you’ll see why “I don’t think you can ever change a culture. Zappos excels at culture. (Hint, they publish You can leverage it and make it better, but books featuring tidbits on their employees.) unless you’re a Zappos who has come in on

day one and set that expectation, it’s very For everyone else who isn’t Zappos, the difficult to change,” Magers says. first step to rectifying a toxic culture is to

#CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker 7 CCW POST EVENT EXECUTIVE REPORT: Creating a Winning Culture

take a hard look at the root of the problem. customer base that they’re serving. From Cultures don’t create themselves. Managers time to time, take a call to see what your can be so focused on performance numbers reps are experiencing and really help them and metrics that their employees themselves grow,” she says. become just a number. They become starved for engagement, purpose and direction and Troy White has the same face-forward instead find themselves going around a gerbil mentality. As the Service Delivery Executive wheel of work, Magers says. at The World Bank, he makes a point of greeting his agents each morning to ask them “I don’t think you can ever A culture built without a higher purpose – or how they’re doing. When he speaks of his one that doesn’t appreciate individuality – center, he endearingly refers to it as having a can not only permeate new hires, but also “family culture.” Again, another “Zapposism.” change a culture. You can drag down the ability of tenured agents to connect emotionally with the customer. While it’s often frowned upon to mix leverage it and make it Perhaps no one knows this better than personal and professional, White says it’s Kimberly Warrick. She’s the Client Service just the nature of the beast. Magers agrees better, but unless you’re Manager at New Jersey Shares, a non-profit that the engaged agent is the one who feels center helping underserved communities heard and will work harder for you. Agents a Zappos who has come in New Jersey. Her agents field calls from are internal customers of the company, a citizens seeking assistance for basic life point that is stressed in the open, two- in on Day One and set necessities such as heat and water. way dialogue that is the foundation of the “conversation strategy” used within AT&T For this reason it’s imperative for Warrick Business Services. that expectation, it’s very keep their spirits high. One ways she does this is by walking the floor everyday in By developing personal relationships with his difficult to change.” order to understand her agents’ strengths agents, White has become the embodiment –Diane Magers, CCXP, Office of the Customer and weaknesses. She also motivates them of providing customer service to internal at AT&T Business Services through different parties and contests. It employees. He’s a walking example of how may seem too simple, but Zappos has an his agents should think of themselves and institutional mandate to conduct random the service they provide. acts of kindness. They’ve even hosted “We call it one brain light bulb at a time,” internal parades. Why can’t we enjoy the Magers says. “Really getting people to think same activities inside and outside of work? about their job, about their customer, about

Perhaps most importantly, however, is the company … It’s about giving them a purpose so they know how they matter to the Watch the full interview with Troy White, Warrick’s not afraid to roll-up her sleeves. Kim Warrick and Diane Magers “I think it’s important to understand the organization.”

#CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker 8 CCW BRINGS YOUR COMMUNITY TO HAVE FUN, TOGETHER LEARN & NETWORK

awesome few days in Vegas at #callcenterweek headed to Tampa with too much great stuff, had to check my bag. Fingers crossed. - @LetsGrowLeaders

Leavin’ Las Vegas. Thanks to #CallCenterWeek for great show & to #CCWAwards for naming @Fonolo Best Tech Solution! #ccw2013 #cctr - @shaiberger Customer Centricity & Experience

Where technology and heart collide

ost of us are well aware that customer retention is far more fruitful than forging new Mrelationships. And most of us know the key to any long-term relationship is open communication.

However, nothing gold can stay without continued ef for t. Customer c e n t r i c i t y h a s b e e n r e d e fi n e d i n t o d a y ’ s d i g i t a l p a r a d i g m a s c u s tomers reach out to brands on multiple digital and social media channels. Tracking customer lifetime value and conducting journey mapping are only two of many ways to meet your customer where they want to be met.

Last year, research firm Forrester released key findings of customer experience in its report, “The Business Impact of Customer Experience.”

10 #CallCenterWeek • #CCWSponsor • #CCWAwards “Hire right for the personal touch, for empathy, for people who can proactively think of creative solutions for customers and then empower them to do so.”

– Melinda Lamb, Head of Operating Effectiveness – Customer Experiences, Cigna

It identified three principles of CX’s Eric Newton, Director of North American Lamb has found that customer centricity him- or herself is at the root of customer impact on business: Support at CareerBuilder. The only way to begins and ends with technology. It is centricity. This means you need to hire mitigate this is to involve the customer. the basis for understanding individual and retain the right agents – those who • Organizations that rank higher on customer segments, namely what they can’t be trained into what Lamb calls the the Customer Experience Index Oftentimes the customer never speaks value and need now and will in the “servant’s heart.” have a greater likelihood of repeat directly to you; but they’re always future. From there, the business can dig customers listening. Any interaction with a brand is into additional acquisition opportunities, If those skills aren’t present at the baseline, part of a CX, so why is it that organizations then that agent will never be successful • Better CX equates to more dollars. she says. still heavily rely on surveys to check the at really getting to the heart of customer The firm’s models show that moving pulse of their CX? While surveys shed Lamb asserts that while contact centers centricity. And neither will your center. from a below-average to an above- light on valuable data points, more often are here to stay; their status is shrinking as average ranking translated to than not customers don’t always know more technologies become available. The million-dollar revenue increases what they want or even what’s available upside is a 360-degree customer view • Customer experience needs a lot to them. Instead, he suggests opening that better informs the business to make of tender loving care – customers up a two-way dialogue. Host focus smarter investment decisions on future expect greater levels of maturity groups to “listen with your eyes,” and see products and services. Likewise, the from organizations the more time how real-life people interact with your customers benefit from the company’s they spend with them website or mobile app. deeper knowledge of their specific needs.

A common pitfall within organizations is to Mindy Lamb, Head of Operating Don’t be deterred if the budget for the Want more from Eric view customers through the lens of their Effectiveness – Customer Experiences, best technology suite isn’t there. It’s all Newton and Mindy Lamb? journey, when what you’re really trying at Cigna, takes it one step further. Cigna well and good to talk a big technology WATCH THEIR to understand is their experience, says has opened up multiple channels because game, but the fact remains that the agent INTERVIEWS

11 #CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker TRAIN, EMPOWER

& ENGAGE o you ever have those days where To abate the sense of isolation, contact you’d rather not trek to the office?. center managers must forge a culture of DIt’s only human to find oneself partnership where agents are engaged in the Relieve the inhibitors to disenchanted with work from time to business through a model-based approach employee engagement time and contact center managers would of intrinsic and extrinsic reward systems, he be remiss to expect agents to come in says. There must be partnership on all levels and success everyday ready to get down to business. – on the frontline, frontline to customer, peer- A Gallup poll conducted in late 2014 found to-peer and organization to employee. that a mere 30 percent of U.S. workers are regularly engaged, which costs companies While it’s true that workers show up seeking an upwards of $550 billion annually in both social and material reward, and it’s lost productivity. important to ensure their cash money payment is sufficient, McCoy says the key to Three main factors prohibit successful contentment goes much deeper than that. employee engagement within a call center, They need to be well equipped to do the job. according to Tom McCoy, Executive Director at The Employee Engagement Institute. The Every organization looks at training inhibitors include a sense of isolation, a feeling differently regardless of whether or not of inadequacy and lastly a lack of purpose or they have the funds to be high-tech. Many contribution to the community. companies may scoff at spending large

#CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker 12 CCW POST EVENT EXECUTIVE REPORT: Train, Empower & Engage

sums of money on training, but there are Speaking of working in teams, Behle is a fan proven benefits of investing in employee of training through gamification, equating it engagement technologies, says Curt Behle, to a sports strategy applicable to business. the ITSM Leader at Zions Bancorporation. This is because different team members (players) have different strengths and they When you think of training you might think need to be placed in their proper positions. about sitting in a room for eight hours listening Just like a basketball team has a starting five, to a lecturer drone on and on, “Bueller, Bueller,” your center’s starting five are not always the if you will. It’s boring. The solution is two-fold: same every year, or every quarter, or every You as the manager need to be passionate annual review time. Are you playing to their about the training you’re providing and you strengths? Do they feel that their placement “Big egos prefer to be also need to ensure the right type of training. is purposeful and they’re making a difference? coached individually, Unique challenges divide entry-level from Regardless, you don’t always get what you managerial and executive-level coaching and pay for in training. Behle claims that he whereas lower-level training, McCoy says. The biggest challenge has sometimes discovered more strength across the board is managing multiple egos. finders in a $10 book that has helped him It’s helpful if the coach is an external consultant self-assess than he has sending an agent to employees prosper in a and can speak from a position of power a $3,000 training class. without worrying about the consequences. group-based coaching “Making the best of what you need in the call Big egos prefer to be coached individually, center environment is not based around heavy environment.” McCoy says, whereas lower-level employees technical and engineering-type components prosper in a group-based coaching environment. … it’s a lot of soft skills you can’t obtain from – Tom McCoy, Executive Director at The Employee He suggests implementing department action a heavily technical class,” he says. Engagement Institute teams where individuals get together to coach one another with leadership supervision about how to identify root problems and solve them.

Watch Tom’s interview

#CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker 13 NEW RELATIONSHIPS ARE BUILT AND EXISTING ONES GROW Technology

Developing a symbiotic relationship between agents and engineers

lot of blood, sweat and tears have been spilt during the last few decades figuring out A how to deliver the highest caliber customer experience and satisfaction. But perhaps what was missed during that time was identifying the missing tools agents need to deliver upon those promises.

In the past, technologists have helped supervisors prove their worth to key stakeholders or to run operations more smoothly. But the benefits of technology go far beyond that, especially intuitive technologies that are easy-to-use and help aid resolution, instead of creating hiccups.

“Agents have a hard job,” says Shai Berger, CEO of Fonolo. “It’s tough to keep a cheery disposition and deal with customers that are often angry day in and day out. If technology can help them, then that’s a good thing.”

In the future, there will be more need for a symbiotic relationship between the agents and the engineers. The agents always want to know the machinations behind the systems and the engineers would like to better explain why the technologies are built the way they are (clue: budget constraints.)

15 #CallCenterWeek • #CCWSponsor • #CCWAwards “[We have] always viewed technology as being like air; the technology needs to just happen.” – Curt Behle, ITSM Leader at Zions Bancorporation

In the future, automated services will drive on the industry. The callback is not a new down call center volume as processes are feature, it’s been around for a long time, streamlined and cost-cutting measures but hold times continue to pick away Watch Curt’s full interview implemented. at abandonment rates and negatively impact ROI and other key performance “[We] have always viewed technology as indicators. If that same caller receives a being like air; the technology needs to just callback option, however, then they are happen,” Curt Behle at Bancorporation 20- to- 40 percent less likely to drop the says. “The mechanics need to just work call. so the agents and everyone else can make their job happen seamlessly for “We’ve also shown that callbacks can reduce the customer.” the handle time … and that the callers are more pleasant when they reconnect and As the creator behind one of the industry’s don’t waste time venting about how long top call-back solutions, Berger is one they were waiting on hold,” Berger says. of the first to point out that placing a phone call into a call center is a really poor Now that’s letting the technology do the experience. So, he and his team are on a talking. mission to eliminate the hold it’s placed

16 #CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker PERSONALIZATION

ersonalization has been a buzz conversation, but how you helicopter up While realistic, personalization word for awhile, but while realistic, to the themes of what’s being said and P it also remains illusive because there how customers are leaving the interaction. remains illusive haven’t been enough examples of it being Information is available to everybody, but executed very well. intelligence is when you add wisdom to it and look at it in order to generate insights, “I really think the term captures the vision Magers says. “[Personalization] is usually of the solution, which is people want to feel special, either when they’re interacting This is why it’s important to journey map why the VIP treatment gets with the business or the sales capacity. – to identify customer’s expectations, pain It’s usually why the VIP treatment gets points, and the proactive and reactive effects the extra dollars,” says Mayur Anadkat, of those conversations. The organization the extra dollars.” Director of Product Marketing, Five9. can redesign itself around the needs by segmenting customers based on what they You’ve heard of IQ and EQ, but what about need and value most, says Mindy Lamb of - Mayur Anadakat, Director of Product Marketing, Five9 CIQ? Conversational intelligence is about Cigna. Are you delivering a service that’s the quality of the conversation between the personal to them because not everyone agent and the customer. When managers likes to converse in the same way? Are say they have X amount of calls coming you meeting their changing needs as they into the center, Diane Magers at AT&T’s move through different lifecycles? Measure first question is, “Are those conversations and closely track your Customer Lifetime negative or positive?” Value in order to tailor those experiences, to determine where you interact with them It’s important to dig deeper into the and how you engage with them. experience surrounding the tactical function. CI isn’t just about knowing every single Now that’s the VIP treatment.

#CallCenterWeek • #CCWSponsor • #CCWAwards • #CCWSpeaker 17 IN-DEPTH INTERVIEWS 10 LEADERS WHO SHAKE THE CONTACT CENTER INDUSTRY

CREATING A WINNING TECHNOLOGY AS AN HOW TO BE AN ALIGN YOUR ORGANIZATION DESIGN YOUR TEAM’S CULTURE ENABLE FOR CONTACT EMPATHETIC AGENT IN AROUND THE CUSTOMER FUTURE THROUGH With Troy White, Service CENTER AGENTS HIGH-CRISIS SITUATIONS With Diane Magers, AT&T GAMIFICATION Delivery Executive at the With Shai Berger, CEO, With Kim Warrick, Client Business Services Specialist With Curt Behle, ITSM Leader World Bank Fonolo Service Center Manager at at Zions Bancorporation New Jersey Shares

THE IMPORTANCE OF THE CAREER BUILDER ON PERSONALIZATION & THE IMPORTANCE OF THE EMPLOYEE CUSTOMER EXPERIENCE CUSTOMER SERVICE PRODUCT MARKETING EMPLOYEE ENGAGEMENT ENGAGEMENT PROCESS With Mindy Lamb, Head of With Eric Newton, Customer With Mayur Anadkat, Product With Tom McCoy, Executive With Tom McCoy and Randy Operating Effectiveness – Service Director at Career Marketing Director, Five9 Director at the Employee Woehl, Organizational Customer Experiences, at Builder Engagement Institute Development Leader at Cigna Cartwright Co.

18 Available Presentations:

Transforming your Achieving Superior Knowledge-Centered 2015 CCW Customer Experience Customer Experience Support: From IT to the from Inside Out with Cloud Business Western Union Genband and SAP University of Phoenix and Apollo Education Group Closing Panel Discussion: Mobile Calls & Clicks: VIDEO- The Future of Customer Connecting with Customers Improving Quality Service on Their Terms Management – Translating AAA, Asurion, Purdue Google Feedback into Actionable University, Capital One Data Bank Smaller Call Center Case World Bank Study – “Smart Project” RECORDED Start Your Trek to Reach for Meeting Customer How Nationwide Saved $ an Omni-Channel Nirvana Generational Needs and Millions Using the CX to Blue Shield of California Improving Efficiencies Drive Call Containment RICOH Americas Nationwide and Customer Happiness & Convergys SESSIONS Employee Engagement in Enhancing the Customer a Virtual World Journey through Customer Service Money Management Experiences Evolution: Harnessing International CareerBuilder Voice of Customer Analytics to Drive Better Personality Matters Building Your Team’s Business Results Continue your learning at the comfort of Mattersight Future through Coaching, One Kings Lane, ForeSee your own computer. 27 video-recorded Leading and Trending – by Answers, Allstate An Interactive Featuring Gamification Insurance presentations from the main-conference Transformational Zions Bancorp days are now available. Experience Case Study – Quality Drum Café How a Call Center is the Cornerstone Eliminated Over 400,000 of a Great Customer Living the Culture – Minutes in Hold-Time Experience People are the Secret Suddenlink Cox Communications and Knoah Solutions Watch the Trailer Sauce Communications and Marriott International Fonolo Believing in Better – How CCIQ Preview & COPC The Synergy between IT Personalization & Agility Pecha Kucha Preview and Customer Service: Transformed Self-Service CCIQ and COPC Streamlining Your at Sky Customer-Centric Brand British Sky Broadcasting Strategic Workforce CakeBoss and SpeechStorm Transformation – A Roadmap for the Future Creating an Effortless Personalizing the Intradiem and Harte Experience between Brick Customer Experience Hanks & Mortar and Digital: How Across Channels Retail is Revolutionizing Walgreens and Genesys Scaling Your Contact the Service Experience Center at the Speed of Whenever, Wherever PANEL – Game On: Great Business Former Toys”R”Us Customer Service Starts MediaOcean Within Creative Strategies for Five 9, Lending Tree, Case Study: Driving Enhancing Agent Training OnBrand24, Invenio, Strategic Goals and Electricite de France Blood Systems Objectives Ferguson and CDW

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www.ondemand2015.callcenterweek.com 19 Attending Organizations at CCW 2015

1-800-Flowers.com Bosch Security Systems Duke University JP Morgan Chase & Co. Pacific Dental Services Time Warner Cable 211 LA County Brady Corp Dyson Johnson Inc Pacific Life Insurance Company Toastmasters International 24 Hour Fitness Brand800.com EBAY JustFab inc. Panda Express Total Transit Inc 247 Ethernet Fabrics Bridgepoint Education EDF Research and Development K-LOVE Air1 Papayas SW Toys R Us AAA British Sky Broadcasting Ltd Earthlink KEMBA Financial Credit Union Parallon Transat Tours Canada Inc. ACT Holdings, Inc. BronaTech Eaton Corporation Kaplan Professional Education Partners Financial Services Travel Insurance ADP BurlingtonEnglish Edible Arrangements Kohl’s Pay Plus Benefits, Inc TriWest Healthcare Alliance ADP AdvancedMD CAPITAL ONE Edward Jones L’O re a l Pearson English Business Tuba Group, Inc. ADT Security CBE Companies Eli Lilly L3 National Security Solutions Solutions UAE Telecommunications AGCO Corporation CIBC Emory University LD Products Inc. Pitney Bowes Regulatory Authority ALLEGACY FEDERAL CREDIT CIGNA Erie Insurance Las Vegas Global Economic Premier Bankcard UMCU UNION CITI Expedia Inc Alliance PriceWaterhouse Coopers UPMC Health Plan ARISE Europe CNO Financial Group Experian Las Vegas Valley Water District Prime Therapeautics UPS AT&T CRG Express Scripts Lending Tree ProCaps Laboratories US Environmental Protection Acco Brands Corporation CSA Travel Protection FRHI HOTELS & RESORTS Lennox International ProScan Imaging Agency Ace Associates Int’l CUNA Mutual Group Fairmont Raffels Hotels Liberty University Progressive Insurance US New Mexico FCU Advanced orthopaedics Cadillac Fairview International Liberty Utilities - Central Providence Health Services United Health Care Nevada AdvancedMD California State University San Farnsworth Hill Company Lilly USA Qualhousing, LLC United Rentals, Inc. Adventures Communications Link Bernardino FedEx Tech Connect Lincoln Investment Quick International Courier UnitedHealthcare Aerialink, Inc. Capital One Bank Federal Reserve Bank of Loews Hotels and Resorts Quintiles University of California Ainsworth Pet Nutrition Care.com Minneapolis Louisiana Health Cooperative RBC Insurance Services Inc. University of Kansas Alabama Power CareerBuilder Inc Fidelity Communications Co. Lush Handmade Cosmetics RBS Citizens University of Michigan Credit All State Caribbean Contact Center Fidelity, Personal Investing MBD Credit Solutions ResortCom International Union All-American Publishing Carlos Bakery Fifth Third Bank MTI Ricoh Americas Corporation University of Wisconsin AllSouth Federal Credit Union Carnival Cruise Lines First Collection Services MTM, Inc Riga Business School E-Business Consortium Allegiant Travel Company Carousel Industries FirstBank Macys Inc Robert Half International Inc VCare Technology Inc. Allegion Cartwright Companies Fiserv Markel Corporation Rockland Trust VSP Vision Care Allerand Capital Cat Technologies Argentina Fjellinjen AS Marriott International Royal Canin Vacations To Go Allstate Cayo Communications GCCMI Marriott Vacations Worldwide SCAN Health Plan Valvoline AltaMed Health Services Choice Hotels GDIT Mary Kay Inc. SCE Federal Credit Union Veolia North America Corporation Christiana Care Health Systems GE Capital Americas Mayo Clinic - Mayo Medical STARS Air Ambulance Verascape Amalgamated Bank Cirque Du Soleil GSFS Group Laboratories Sabre Holdings Verisk Health Amazon Cirtech Inc Gant Travel MedSolutions, Inc Saudi Telecom Company Verizon Wireless America First Credit Union City of Los Angeles Gateway Health Medallia Scottrade Inc. Veterans Care Charity America’s Test Kitchen City of San Diego Public Utilities Gold Canyon Candles Mediaocean Sears HOMETOWN & OUTLET Viator American Airlines Department Google Men’s Wearhouse Seven Corners Viking Cruises American Credit Exchange Clark County Family Services Government of Ontario, Canada Meritain Health, Inc Shield HealthCare Vision Financial Corp American Greetings Clear Lake Holdings GravitasWorks MetLife Shutterfly VocalTransit IT Vocal American Honda Finance Coldwell Banker GuideWell Connect Michigan Public Health Institute Siemens Vonage Holdings Corporation Collony Brands HARMAN International Missouri Partnership SolarCity Voya Financial American Hotel Register Co. Colorado Mountain Express HBCS Molina Healthcare Inc Sonus Networks Inc WIRB Western IRB American Water Services Comcast HP Money Management International Spectrum Brands Walgreens Angies List Comerica Bank Inc HSA Inc Murphy USA SpeechStorm Ltd. WellSpan Health Apollo Education Group Comm-Works and Fortran, LLC Harbor Freight Tools NACA National Call Center on Sperian Energy Wellmark Arab National Bank Community Health Plan of Hawaiian Airlines HIV/AIDS and Related Springboard Nonprofit Consumer Wells Fargo Dealer Services Arrowhead Wholesale LLC Washington HealthPlanOne NBC Universal Orlando Credit West Bend Mutual Insurance Co. Assurant Solutions ConAgra Foods Inc Heartland Financial NCARB Stanford University West Monroe Partners Asurion Consumer Msrketing Group Inc Hewlett-Packard Company NYF Group LLC Sterling Jewelers Western IRB, Inc. Aurora Healthcare Consumers Energy High Power Technical Services NYS Teachers’ Retirement Sutter Physician Services Western Union Automotive Finance Corporation Coram CVS Specialty Infusion Hilton System Swimsuitsforall Williams Sonoma Inc. BCD Travel Services HootSuite National Authority For Swiss Colony Wine Country Gift Baskets Banco Mercantil del Norte S.A. Cox Communications Hotel Tonight Governmental Innovation Synchrony Financial WineDirect Outbound Bank of Hawaii Corp. Cracker Barrel Hydro Quebec National Restaurant Association TD Bank World Bank Banner Health Credit Union of Colorado Hyperwallet Nationwide Insurance TDECU WorldPay Merchant Services Bayview Loan Servicing Crisis Response Network, Inc. IBM Natural MD Search TTI Floorcare North Wyndham Vacation Ownership Birmingham Water Works DISH Network Iberdrola USA Nestle Tandem Transit LLC. XO Interactive Blackboard Da insurance agency Ideahaus® New England Biolabs Inc Teleflora LLC Xerox Blinds.com DaVita Inc Idology New Jersey Shares Tennesee Valley Authority Zappos.com Blood Systems David Yurman Illumina North Shore LIJ Health Systems The Associated Press Zen Media Group LLC Bloom Health Deckers Infinity Insurance Northeast Valley Health The Blue Book Building Zero Variance Blue Cross Blue Shield Alabama Delta Dental of Washington Infinity Sales Group Corporation Construction Network Zingtree LLC Blue Cross Blue Shield of Diamond Resorts International InfoCision, Inc. Northwest Energy The Goodyear Tire & Rubber Zions Bancorp Michigan Dick’s Sporting Goods Innovation Credit Union Nova Healthcare Administrators Company Zurn Industries Blue Cross and Blue Shield of Discover Intel Corporation ORNL Federal Credit Union The Home Depot Louisiana Discover Financial Services Iron Mountain Oakley The Office Gurus Blue Nile, Inc. Disney IronPlanet One Kings Lane The TJX Companies, Inc. Blue Shield of CA Dixie Regional Medical Center J & J Ontario College of Teachers TherapeuticsMD Bluefin Payment Systems Dr Pepper Snapple Group J. Crew Ontario Teachers Insurance Plan Think Finance ...AND THIS IS JUST Bluegreen Vacations Drum Cafe J.D. Mellberg Financial Ortho Clinical Diagnostics Third Base International telecom A SAMPLE! Bon Secours Health System, Inc. Duke Energy JAMPRO PGI Thomson Reuters

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