build your ccw program - asdevents · day 1: site tour experience day monday, june 24, 2019 8:00 am...
TRANSCRIPT
BUILD YOUR CCW PROGRAM
8:30 AM – 5:15 PM Site Tour Experiences 1-7
11:15 AM – 1:45 PM Workshop 5, 6, 7, 8 and Technology & Innovation Focus Day
2:15 PM – 5:15 PM Workshop 9, 10, 11, 12 and Technology & Innovation Focus Day
10:45 AM – 12:30 PM TIME BLOCK A: Tracks OR Interactive Discussion Groups
12:30 PM Networking Lunch in the Expo Hall
1:30 PM – 2:30 PM 20TH ANNIVERSARY KEYNOTE
2:30 PM – 2:45 PM CCW EXCELLENCE AWARDS FEATURE
2:45 PM Networking Break in the Expo Hall
10:45 AM – 12:30 PM TIME BLOCK C: Tracks OR Interactive Discussion Groups
12:30 PM Networking Lunch in the Expo Hall & CCWomen Luncheon (RSVP required)
1:25 PM – 3:10 PM TIME BLOCK D: Tracks OR Interactive Discussion Groups
8:30 AM – 2:45 PM Site Tour Experiences 8-10
5:00 PM Welcome Party
6:30 PM CCW Excellence Awards Welcome Reception & Gala
3:55 PM – 5:40 PM TIME BLOCK B: Tracks OR Interactive Discussion Groups
5:45 PM – 6:25 PM SERVICENOW PANEL DISCUSSION
6:25 PM – 6:40 PM ROCKSTAR KEYNOTE
6:40 PM 20th Anniversary Cocktail Reception in the Expo Hall
8:00 PM CCW After Party
3:15 PM Networking Break in the Expo Hall
4:00 PM CCW Prize Drawing
4:30 PM – 5:00 PM CELEBRITY KEYNOTE
8:00 AM Check-In
7:30 AM Check-In
8:15 AM – 10:45 AM Workshop 1, 2, 3, 4 and Technology & Innovation Focus Day
7:00 AM Check-In
8:00 AM – 8:20 AM 20th Anniversary Opening Remarks
8:20 AM – 8:50 AM CCWOMEN KEYNOTE
8:50 AM – 9:20 AM INFLUENCER KEYNOTE
9:20 AM Networking Break in the Expo Hall
7:00 AM Check-In
8:00 AM – 8:10 AM Opening Remarks
8:10 AM – 8:40 AM TRANSFORMATION KEYNOTE
8:40 AM – 9:20 AM SALESFORCE PANEL DISCUSSION
9:20 AM Networking Break in the Expo Hall
8:00 AM Check-In
DAY 1: Monday, June 24, 2019
DAY 2: Tuesday, June 25, 2019
DAY 3: Wednesday, June 26, 2019
DAY 4: Thursday, June 27, 2019
DAY 5: Friday, June 28, 2019
Site Tour Experience Day
Workshops & Focus Day
Main Conference & Expo
Main Conference & Expo
Site Tour Experience Day
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DAY 1: SITE TOUR EXPERIENCE DAY Monday, June 24, 2019
8:00 AM Site Tour Experience Day Check-In & Breakfast
1 Zappos & WindhamProfessionals
8:00 AM Check-In
8:30 AM Depart for Tours
1:45 PM Arrive at The Mirage
2 Zappos & GES
9:15 AM Check-In
9:30 AM Depart for Tours
2:45 PM Arrive at The Mirage
3 T-Mobile Arena& Zappos
10:45 AM Check-In
11:00 AM Depart for Tours
4:15 PM Arrive at The Mirage
4 GES & Zappos
11:45 AM Check-In
12:00 PM Depart for Tours
5:15 PM Arrive at The Mirage
5 Windham Professionals,T-Mobile Arena & TTEC
8:15 AM Check-In
8:30 AM Depart for Tours
4:15 PM Arrive at The Mirage
6 Site Tour 7 Site Tour
5:00 PM Welcome Party
Hosted by:
25 CAP
25 CAP
25 CAP
25 CAP
25 CAP
STAY TUNED... 2 More Site Tour Experiences
To Be Announced!
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DAY 2: PRE-CONFERENCE WORKSHOP DAY Tuesday, June 25, 2019
7:30 AM Check-In
8:15 AM WORKSHOP 1 WORKSHOP 2 WORKSHOP 3 WORKSHOP 4
Supercharge Your CX With Customer Journey Mapping
Professor Customer: Utilize Customer Insights to Define Strategies that Improve Training and Coaching Practices
Matt Cecil, Senior Mananger, Chat Strategy, Verizon
Jim Iyoob, Chief Customer Officer, Etech
Evaluating Digital Transformation Readiness with the Customer Service Maturity Assessment
Build-a-Bot: Einstein Artificial Intelligence Campfire
Hosted by: Mitel Hosted by: Etech Hosted by: ServiceNow Hosted by: Salesforce
10:45 AM Networking Break
11:15 AM WORKSHOP 5 WORKSHOP 6 WORKSHOP 7 WORKSHOP 8
Boost Your Business KPI’s with Employee Engagement Initiatives
John Blowers, Associate Manager, Public Consulting Group
Christopher Mulligan, Chief Executive Officer, TalentKeepers
CX Delivery Optimization 2019: Tackling Your Biggest Challenges
Brandon Rowe, Senior Manager, Product Marketing, WFO, OpenText
AI, Bots and Humans: The Future Customer Journey is Here
Putting Customer Effort Reduction into Action
Hosted by: TalentKeepers Hosted by: OpenText Hosted by: Genesys Hosted by: Tethr
1:45 PM Networking Break
2:15 PM WORKSHOP 9 WORKSHOP 10 WORKSHOP 11 WORKSHOP 12
Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics
Build a Strategy for Cloud-Based Contact Center Migration
Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots
Processes and Technologies to Take Personalization to the Next Level
Hosted by: CallMiner Hosted by: Five9 Hosted by: Content Guru
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Tuesday, June 25, 2019DAY 2: TECHNOLOGY & INNOVATION FOCUS DAYCUSTOMER CONTACT WEEKDIGITAL
CUSTOMERCONTACT WEEKDIGITAL
CUSTOMERCONTACT WEEKDIGITAL
Powered by:
7:30 AM Check-In
8:15 AM CUSTOMER JOURNEY MAPPING
In today’s era of customer centricity, you cannot afford to make assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on customers, and moreover you cannot allow silos to cause frustrating “pain points” for your customers. Our Technology & Innovation Focus Day spotlight on Customer Journey Mapping provides key highlights from the CCW Digital special report, interviews a practitioner on their experience mapping journeys, and then dives into an interactive journey mapping activity for immersion in the process.
Special Report Brief (30 minutes)
Brian Cantor, Principal Analyst, CCW Digital
Project Analysis (30 minutes)
Devon Westerholm, Director of Customer Experience, Dropbox
Sandy Ko, Research Development Analyst & Conference Director, Customer Management Practice
Interactive Activity (90 minutes)
10:45 AM Networking Break
11:15 AM ACTIONABLE ANALYTICS
How can you empower all members of your organization to build a better experience and make more meaningful connections with your customers? If tangible improvement is your goal, it is time to adopt a more customer-centric, agent-centric and results-driven approach to customer intelligence through an actionable form of analytics. Our Technology & Innovation Focus Day spotlight on Actionable Analytics provides key highlights from the CCW Digital special report, interviews a practitioner on their journey to more actionable analytics, and then dives into an interactive exercise on how to take your current analytics model to the next level.
Sponsored by: Gridspace
Special Report Brief (30 minutes)
Brian Cantor, Principal Analyst, CCW Digital
Project Analysis (30 minutes)
Michael DeJager, Principal Analyst, Customer Management Practice
Interactive Activity: Getting Stuff Done Right the First Time with Speech Analytics (90 minutes)
Roger Lee, Director of Customer Success, Gridspace
1:45 PM Networking Break
2:15 PM CHATBOTS
It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.
Sponsored by: IBM Watson
Special Report Brief (30 minutes)
Brian Cantor, Principal Analyst, CCW Digital
Project Analysis (30 minutes)
Mario Matulich, Executive Director, Customer Management Practice
Interactive Activity: Step-by-Step Tutorial on Building a Virtual Assistant with Watson Assistant (90 minutes)
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Tuesday, June 25, 2019DAY 2: ORIENTATION & EXCELLENCE AWARDS
5:30 PM New Attendee Orientation
Michael DeJager Principal Analyst & Divisional Director Customer Management Practice
Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW analysts and conference directors at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.
5:30 PM Sponsor & Exhibitor Orientation
Simon Copcutt Head of Strategic Accounts Customer Management Practice
A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.
6:30 PM CCW Excellence Awards Welcome Reception
7:30 PM CCW EXCELLENCE AWARDS GALA
The Industry’s most anticipated awards ceremony is back! Join us for an evening with a 3-course dinner, entertainment and live music as we celebrate the most prestigious leaders and companies in our industry.
APPLY NOW
Deadline to apply is March 15th. View page 20 for more information.
Sponsored by:
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Wednesday, June 26, 2019DAY 3: MAIN CONFERENCE AND EXPO
7:00 AM Check-In
8:00 AM 20TH ANNIVERSARY OPENING REMARKS
Becky Ploeger VP Sales & Service Strategy USAA
John Pompei Head of Player Experience Operations Electronic Arts
Mario Matulich Executive Director Customer Management Practice
Hosted by:
8:20 AM CCWOMEN KEYNOTE: The Art of Seeing the Invisible
Ambassador Nancy Brinker Founder Susan G. Komen Foundation
Drawing on her 30-year experience transforming a small living-room operation into a billion-dollar global network against breast cancer, Ambassador Nancy Brinker shares the leadership lessons that every executive and employee needs to know to build their company, energize their teams, strengthen their brand and institutionalize a Culture of Innovation that allows organizations to stay ahead of the competition and achieve world-class results. Just as her passion to find a cure for breast cancer created the world’s largest network of survivors and activists fighting the disease, Ambassador Brinker motivates corporate audiences in every industry and sector to excel in “The Art of Seeing the Invisible”—pursuing bold goals that may seem invisible and making them inevitable.
Promise Me book signing follows conclusion of the morning keynotes.
8:50 AM INFLUENCER KEYNOTE: The Convenience Revolution
Shep Hyken Chief Amazement Officer Shepard Presentations, LLC
Welcome to The Convenience Revolution. Whether you’re trying to out-service a competitor or disrupt an entire in dustry, creating less friction and being more convenient should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. When you do, your customers will reward you with their money, their loyalty and their referrals. In this high-energy and content-rich keynote, Shep will highlight 6 compelling strategies to fuel your plan to create less friction and deliver convenience for your customers. Shep returns to the CCW main stage by popular demand, having delivering our CCW 2018 closing keynote address.
The Convenience Revolution book signing follows the morning keynotes.
9:20 AM NETWORKING BREAK IN THE EXPO HALL
DEMO DRIVE Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.
MEET, GREET AND BOOK SIGNINGS
Nancy Brinker: Promise Me
Shep Hyken: The Convenience Revolution
CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital lounge to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.
BRILLIANCE CLINICS CCW’s top influencers make themselves available for consultations with CCW attendees. Address your biggest customer contact challenges while onsite!
10:40 AM Transition Time
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Wednesday, June 26, 2019
TIME BLOCK A: Track Sessions
PEOPLE STAGE
For Culture, Workforce and Human Resource Leaders
PROCESS STAGE
For Contact Center Operational Leaders
TECHNOLOGY STAGE
For Technology Strategy, Acquisition and
Automation Leaders
FOUNDATIONS STAGE
For Up-and-Coming Contact Center Leaders (Managers
and Supervisors)
CCW INNOVATION LAB
For Contact Center Strategy Leaders
For Contact Center Executives
(Director-Level and Above)
WomenFor Women, By Women
Hosted by: Avaya Hosted by: Genesys Hosted by: Five9 Hosted by: Alorica
10:45 AM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks
10:50 AM Engaging Your Employees Beyond the Customer Function
Kirsty Traill, VP Customer, Hootsuite
Disrupt the Status Quo in Your Industry: How ATB Financial Transformed Their Systems to Deliver Revolutionary CX
Dwayne Calder, Managing Director, Insight & Enablement, ATB Financial
Creating Effortless Experiences Through Holistic Digital Transformation
Anita Swamy, VP, Customer Experience, Manulife
Quality Transformation: From Checkboxes to Competencies
Rob Gofourth, VP, Operations Strategy & Performance, BlueCross BlueShield of North Carolina
Curate the Agent Experience: Dashboard Design and Delivery
The Top 5 Considerations Contact Center Leaders Need to be Thinking About Today
Learn and Grow with Mentorship
Hosted by: Five9
11:25 AM A Thriving Culture Drives a Thriving Business
Donna McNeill, Chief Operating Officer, GreenPath Financial Wellness
Nicole Bladzik, Director of Innovation, GreenPath Financial Wellness
Beyond the Hype: Contact Center AI and Knowledge That Works
How Verizon Fios Leverages Human Innovation, Apps, Bots, XR and Machine Learning
Sasha Chatani Lucas, Head of Digital, Verizon Fios
Synergistic Best Practices Across Sales and Service Centers
Fostering Customer Loyalty: How Age of Learning Equips
Agents for Success
Michael Furman, VP Customer Support, Age of Learning, Inc.
Kay Phelps, Senior Manager, 8x8
Tim Richter, Director, Contact Center Product Marketing, 8x8
Business Model Innovation: Assume a Lean Startup Mindset to Business Operations
Jake Petersen, SVP, Operations, MoviePass
How to Balance Work Life and Personal Life
Hosted by: eGain Hosted by: 8x8
12:00 PM How to Recruit the Best and Brightest Customer Service Talent in 2019
The Membership Economy: A New Era of Customer Relationships
Robbie Kellman Baxter, Author, The Membership Economy
The Membership Economy book signing at 2:45 PM.
Take Self Service to the Next Level
Bringing Both Macro and Micro VOC Data to Life
Karen Walker, Director, Customer Care, Anthem
The Contact Center of the Future: Why a Cloud Contact Center
is a Must Have in 2019
Contact Center Turnaround: Strategic Planning from the First 90 Days
Stacy Smith, SVP, Contact Center Director, Hancock-Whitney Bank
CCWomen Leadership Panel and Q&A
Hosted by: Talkdesk
DAY 3: MAIN CONFERENCE AND EXPO
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Wednesday, June 26, 2019
TIME BLOCK A: Interaction Discussion Groups (IDGs)
10:50 AM - 11:20 AM • 11:25 AM -11:55 AM • 12:00 PM - 12:30 PM
1 Chatbots
Hosted by: bold360, by LogMeIn11 Intelligent Routing
2 Omnichannel
Hosted by: Five912 Voice of the Customer
3 Remote Agents 13 Design Thinking for CXl
4 CX Automation
Hosted by: Amazon Web Services14 Agent Performance
Hosted by: TalentKeepers
5 Customer Intent 15 Learning & Development
Hosted by: mLevel
6 Personalization 16 Self Service
7 Customer Loyalty 17Digital CX
Hosted by: Unabel
8 Proactive Engagement 18 Live Chat
9 Customer Journey Mapping 19 Social Media for CX
10Actionable Analytics
Hosted by: Gridspace20 Workforce Optimization
DAY 3: MAIN CONFERENCE AND EXPO
Concurrent Track SessionsPEOPLE STAGE
TECHNOLOGY STAGE
CCW INNOVATION LAB
PROCESS STAGE
FOUNDATIONS STAGE
CCW EXECUTIVE CLUB
CCWOMEN
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Wednesday, June 26, 2019DAY 3: MAIN CONFERENCE AND EXPO
12:30 PM NETWORKING LUNCH & CCWOMEN LUNCHEON IN THE EXPO HALL
1:30 PM 20TH ANNIVERSARY KEYNOTE: Zappos, Delivering Happiness & Downtown Las Vegas
Tony Hsieh Chief Executive Officer Zappos
Culture is to a company as community is to a city: it’s about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying his very successful Zappos corporate culture model (recognized multiple times by FORTUNE as one of the top 100 best places to work) to help build the most community-focused large city in the world in the place you would least expect it: Downtown Las Vegas. Research has shown that every time the size of a city doubles, productivity and innovation per resident increases by 15%, but when companies get bigger, productivity per employee generally goes down. With his new $350 million Downtown Project, Tony is creating a unique hybrid of corporation, community, and city to drive productivity and innovation both for Zappos as well as the city itself.
2:30 PM CCW EXCELLENCE AWARDS FEATURE: Customer Contact Leader of the Year Q&A
Join Five9 as we learn from the Customer Contact Leader of the Year, recognized the night before at the CCW Excellence Awards. Hear commentary on the key leadership traits and transformational skills required of the individual receiving the highest honor in our industry. Leverage these takeaways to take your own customer operations to the next level.
Sponsored by:
2:45 PM NETWORKING BREAK IN THE EXPO HALL
5 O’CLOCK SOMEWHERE HAPPY HOUR Happy Hour starts early at CCW! Reference the happy hour map in the conference Mobile App on-site and enjoy all the sponsored signature cocktails throughout the Expo Hall.
MEET, GREET AND BOOK SIGNINGTony Hsieh: Delivering Happiness
Robbie Kellman Baxter: The Membership Economy
CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.
BRILLIANCE CLINICS CCW’s top influencers make themselves available for consultations with CCW attendees. Address your biggest customer contact challenges while onsite!
3:45 PM Session Transition Time
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Wednesday, June 26, 2019
TIME BLOCK B: Track Sessions
PEOPLE STAGE
For Culture, Workforce and Human Resource Leaders
PROCESS STAGE
For Contact Center Operational Leaders
TECHNOLOGY STAGE
For Technology Strategy, Acquisition and
Automation Leaders
FOUNDATIONS STAGE
For Up-and-Coming Contact Center Leaders (Managers
and Supervisors)
CCW INNOVATION LAB
For Contact Center Strategy Leaders
For Contact Center Executives
(Director-Level and Above)
For Training, Learning and Development Leaders
Hosted by: Avaya Hosted by: Genesys Hosted by: Five9
3:55 PM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks
4:00 PM Transform Culture by Building Relationships Over One-Off Transactions
Troy Stevenson, VP, Global Head of Community Operations, Uber
The State of CX: Insights From Genesys Consumers and Businesses
Organize Technology Product Teams to Continuously Improve Customer Experience
Scott Casciato, Senior Director, eCommerce Fulfillment & Customer Service, DICK’S Sporting Goods
Best Practices for Dynamic Customer Journey Mapping
Devon Westerholm, Director of Customer Experience, Dropbox
Reduce Effort for Agents and Customers Alike
Cultural Transformation + Digital Transformation: Get Executive Leadership in Cadence with Customer Contact Strategy
Jared Benesh, Executive Director, Contact Center Technology/Product Strategy, Quicken Loans
Instructional Design and Development in the Contact Center
Ronda Feague, Director, Instructional Design Strategy & Contact Center Learning, Choice Hotels International
Hosted by: Genesys Hosted by: NICE inContact
4:35 PM Beyond Millennials: How to Engage Gen Z
Debra Heim, Telecommunication Call Center Manager, State University College at Oneonta
How AMEX Global Business Travel Reinvented Travel Manager and Traveler
Experience
Kevin Yeh, Director, Global Marketing and Product Management, AMEX Global Business Travel
Marilyn Markham, Director of Digital Services, AMEX Global Business Travel
Cyber and Data Security: How to Collaborate with IT to Ensure Customer Data is Safe
PACE Panel: Import Compliance Considerations for Contact Centers
Stuart Discount, CEO, Professional Association for Customer Engagement (PACE)
Michele Shuster, Partner, Mac Murray & Shuster LLP
Maximize the Potential of AI, Robotics and IoT in Your Customer Engagement Center
Evolving Your Contact Center for Customer-Centricity
Valdy Dobrila, Corporate VP, Service Excellence, New York Life
Trina Martin, Corporate VP, Service Strategy, New York Life
Celebrity Cruise’s Model for Development Beyond the Contact Center
Grace Arrazcaeta, Enterprise Transformation Lead, Celebrity Cruises, Inc.
Manny Celdran, CO Outbound Sales Manager, Celebrity Cruises, Inc.
Hosted by: Appian
5:10 PM How an 80-Year-Old Bank Has Put Customers First and
Delivers Happiness
Dwayne Calder, Managing Director, Insight & Enablement, ATB Financial
Experience Over Metrics: Redesigning Your Quality Assurance Model
Lexi Emmons, Senior Director, Customer Experience, Bright Horizons
From Tribal to Top Notch: Integrating Systems for 21st Century Customer Support
Elizabeth Marchetti, Director of Customer Support, Clearent
How to Evangelize Customer Centricity in a Highly Technical Environment
Lance Ley, Manager, Strategic Field Operations, Sub-Zero Group, Inc.
Marci Rosen, Corporate Manager, Customer Experience, Sub-Zero Group, Inc.
Humanize Your Self-Service Experience with Virtual Assistants
Leverage Storytelling to Engage the C-Suite
Marvin Hamilton, VP, People, Condé Nast
Maximize Training Opportunities Through Micro Learning
Hosted by: Omilia
DAY 3: MAIN CONFERENCE AND EXPO
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Wednesday, June 26, 2019
TIME BLOCK B: Interaction Discussion Groups (IDGs)
4:00 PM - 4:30 PM • 4:35 PM - 5:05 PM • 5:10 PM - 5:40 PM
21 Chatbots
Hosted by: IBM Watson31 Intelligent Routing
22 Omnichannel
Hosted by: TTEC
32 Voice of the Customer
23 Remote Agents 33 Design Thinking for CXl
24 CX Automation
Hosted by: Helpshift34 Agent Performance
25 Customer Intent 35 Learning & Development
Hosted by: Integrity Solutions
26 Personalization 36 Self Service
27 Customer Loyalty 37 Digital CX
28 Proactive Engagement 38 Live Chat
29 Customer Journey Mapping 39 Social Media for CX
30 Actionable Analytics 40 Workforce Optimization
DAY 3: MAIN CONFERENCE AND EXPO
Concurrent Track SessionsPEOPLE STAGE
TECHNOLOGY STAGE
CCW INNOVATION LAB
PROCESS STAGE
FOUNDATIONS STAGE
CCW EXECUTIVE CLUB
CCW UNIVERSITY
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Wednesday, June 26, 2019DAY 3: MAIN CONFERENCE AND EXPO
5:40 PM Transition Time
5:45 PM PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement
Troy Stevenson VP, Global Head of Community Operations Uber
Sasha Chatani Lucas Head of Digital Verizon Fios
Shaun Smith VP Global Operations IBM Cloud Platform
Michael Cronin VP, Global Operations & Support Openlink
Tom Brennan Global Director, Customer Service Transformation ServiceNow
Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:
· Why digital tools, such as AI, can foster greater empathy and human connection
· What skills and attributes are important for the productive super-agent
· How workflow connected teams and automated processes enhance the agent experience
Hosted by:
6:25 PM ROCKSTAR KEYNOTE: The Rules for Customer Experience Rockstars
James Dodkins Founder & Customer Experience Rockstar ROCKSTAR CX
In this high energy, entertaining and musical keynote, “Customer Experience Rockstar” James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11 out of 10. James will feature 3 of his 5 “Rules for Rockstars”.
136 Ideas for Rockstar Employee Engagement book signing follows the keynote.
6:40 PM - 20TH ANNIVERSARY COCKTAIL RECEPTION IN THE EXPO HALL
GRAB A DRINKCELEBRATE 20 YEARS OF CCW
Grab a drink at one of the multiple beer and wine bars open throughout the Expo Hall
LIVE ENTERTAINMENT Join your colleagues on the dance floor to celebrate an amazing first day!
MEET, GREET AND BOOK SIGNING James Dodkins: 136 Ideas for Rockstar Employee Engagement
8:00 PM - CCW After Party
The fun never stops at CCW! Party Vegas style with the Transperfect crew at 1 OAK Nightclub in The Mirage.
Hosted by:
11:00 PM
7:30 PM
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Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
7:00 AM Check-In
8:00 AM OPENING REMARKS
Becky Ploeger VP Sales & Service Strategy USAA
John Pompei Head of Player Experience Operations Electronic Arts
Mario Matulich Executive Director Customer Management Practice
Dan Rood VP Product Marketing Genesys
8:10 AM TRANSFORMATION KEYNOTE: From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs
Lance Gruner EVP, Global Customer Care MasterCard
When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher. Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:
· Take a process-oriented approach to build the foundation for end-to-end CX
· Become the culture catalyst for customer centricity
· How focusing vendor relationships contributes to holistic experience
8:40 AM PANEL DISCUSSION: To Transform Your Business You Must Urgently Transform Customer Service
We are in an unprecedented time in history where the strategy to move the needle on CX is accelerating at a groundbreaking rate. In a customer’s everyday life they use apps and platforms that provide great experiences, whether it is Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook. This “consumerization” of strategic advances has created new customer expectations. And this is where the sense of urgency is coming from — your business must meet and exceed, or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. In this dynamic panel, hear how AI can be the catalyst for customer service transformation, deliver on metrics that matter and lead to better business for your company.
Hosted by:
9:20 AM NETWORKING BREAK IN THE EXPO HALL
“MEET THE CUSTOMER” PROGRAM Hear directly from the clients of our vendors at their booths. Participate in the “Meet the Customer” Program, gamify vendor sourcing, and win prizes along the way.
CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.
BRILLIANCE CLINICS CCW’s top influencers make themselves available for consultations with CCW attendees. Address your biggest customer contact challenges while onsite!
10:40 AM Session Transition Time
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Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
TIME BLOCK C: Track Sessions
PEOPLE STAGE
For Culture, Workforce and Human Resource Leaders
PROCESS STAGE
For Contact Center Operational Leaders
TECHNOLOGY STAGE
For Technology Strategy, Acquisition and
Automation Leaders
FOUNDATIONS STAGE
For Up-and-Coming Contact Center Leaders (Managers
and Supervisors)
CCW INNOVATION LAB
For Contact Center Strategy Leaders
For Contact Center Executives
(Director-Level and Above)
For Training, Learning and Development Leaders
Hosted by: Avaya Hosted by: Genesys Hosted by: Five9
10:45 AM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks
10:50 AM Understanding Your Team: Play to Strengths with an Empathy-First Approach
Maureen Fagan, Chief Experience Officer, University of Miami, Miller School of Medicine
Unskippable: How To Purposely Attract Lifetime Customers
Jim Kukral, Author, Unskippable
Unskippable book signing at 12:30 PM.
Customer Relationship Management, from Plan to Execution
The Fundamentals of Contact Center Workforce Management & Optimization
Dusting off the Data: Curate Personalized Experiences with Existing Customer Information
How to Manage BPO’s and Complex Vendor Operations Globally and Locally
Lisa Stoner, Global Head of Support Operations, Uber
RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance
Jared Benesh, Executive Director, Contact Center Technology/Product Strategy, Quicken Loans
Hosted by: Google
11:25 AM Pushing the Envelope in a Changing Workforce
Calvin St. Juste, COO Global Fraud, Morgan Stanley
Leverage a New Authentication Approach to Transform Contact Center Performance
Agent-Facing Systems: Getting to Single Sign On and Simplified Systems
From the Ground Up: Build the Business Case for CX
Kim Rosenlund, VP of Marketing and CX, United Dental Partners
Get Customers to Answer the Phone Again
Four Key Transformations to Become the Future Contact Center
Richard Charette, AVP, Digital Experience Design, WF Virtual Channels, Wells Fargo
From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operations
Anthony Weinberg, VP of Call Center Operations, Dream Center Education Holdings
Hosted by: TRUSTID Hosted by: First Orion
12:00 PM Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive
Charles Ryan, Author, Thanks for Coming in Today
Thanks for Coming in Today book signing at 12:30 PM.
CX Through the Lens of Process Excellence
Sundar Chari, Director, Customer Experience, Hertz
Details in the Dashboard: How to Leverage Aggregated Data for Continuous Improvement
Effort, Emotion, Effectiveness: The Keys to Customer Loyalty
Deb Alvord, Director of CX, Worldwide Services, Lenovo
Action Customer Journey Mapping Outcomes to Contact Center Processes
CX Design: Create Trustworthy Experiences for Your Complex Customers
Reality Canty, Experience Researcher, Airbnb
Develop the Next Generation: A New Approach to Leadership Development
Hosted by: Bright Pattern
12:30 PM NETWORKING LUNCH IN THE EXPO HALL: Meet, Greet and Book Signings
Jim Kukral: Unskippable
Charles Ryan Minton: Thanks for Coming in Today
www.asdevents.com - www.asdevents.com/event.asp?id=20316
TIME BLOCK C: Interaction Discussion Groups (IDGs)
10:50 AM - 11:20 AM • 11:25 AM - 11:55 AM • 12:00 PM - 12:30 PM
41 Chatbots 51 Intelligent Routing
42 Omnichannel 52 Voice of the Customer
43 Remote Agents 53 Design Thinking for CXl
44 CX Automation 54 Agent Performance
45 Customer Intent 55 Learning & Development
46 Personalization 56 Self Service
47 Customer Loyalty 57 Digital CX
48 Proactive Engagement 58 Live Chat
49 Customer Journey Mapping 59 Social Media for CX
50 Actionable Analytics 60 Workforce Optimization
Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
12:30 PM NETWORKING LUNCH IN THE EXPO HALL: Meet, Greet & Book Signings
Jim Kukral: Unskippable
Concurrent Track SessionsPEOPLE STAGE
TECHNOLOGY STAGE
CCW INNOVATION LAB
PROCESS STAGE
FOUNDATIONS STAGE
CCW EXECUTIVE CLUB
CCW UNIVERSITY
Interested in the track sessions? View more information on the previous page!
Interested in more info on how IDGs work? Click here to view
Charles Ryan Minton: Thanks for Coming in Today
www.asdevents.com - www.asdevents.com/event.asp?id=20316
Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
TIME BLOCK D: Track Sessions
PEOPLE STAGE
For Culture, Workforce and Human Resource Leaders
PROCESS STAGE
For Contact Center Operational Leaders
TECHNOLOGY STAGE
For Technology Strategy, Acquisition and Automation Leaders
FOUNDATIONS STAGE
For Up-and-Coming Contact Center Leaders (Managers and Supervisors)
Hosted by: Avaya Hosted by: Genesys
1:25 PM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks
1:30 PM A Human-Centered Approach to Employee Engagement
Diane Magers, CEO, Customer Experience Professionals Association (CXPA)
Bob Azman, Board Member, Customer Experience Professionals Association (CXPA)
Cleaning Up the Mess for an Effortless Experience
Lara Burnside, SVP, PX and Strategy, Chief Experience Officer, JPS Health Network
Best Practices in Authoring Technical Content to Support the Agent and Customer Experience
Jonathan Pritchard, Product Writer, Trainer, 365 Cannabis
Employ Systems Thinking to Optimize Service Delivery
Jamie Lancaster, VP, Contact Centers and G&A Expense Optimization, Kroger
2:05 PM People Tooling and Execution: Are Your Teams Structured for Optimal Performance?
Kristen Swanson, Head of Operations, Google Image Search, Google
A New Metric Mindset: Why Metrics Must Align with the Desired Experience
Nina Gines, Director Member Services, CerpassRx
How to Build a Technology Roadmap for the Future Contact Center
Kendall Williams, Director, Member Care, Nationwide
A3 Problem-Solving and Continuous-Improvement for the Contact Center
Joshua Tye, Director, Customer Experience, Compass Group
2:40 PM Take Agent Retention to the Next Level
Leigh Roach, Customer Service Manager, Johnston & Murphy
Process Improvement Tools for the Contact Center and Beyond
Patrick Ebrahimian, Director of Business Improvement and Quality, Wyndham Destinations
A Winning IVR: Best Practices in Call Routing that Tangibly Improve Engagement
How to Get Started with Social CX
Russel Lolacher, Web and Social Media Services Expert, CCW Influencer
www.asdevents.com - www.asdevents.com/event.asp?id=20316
TIME BLOCK D: Interaction Discussion Groups (IDGs)
1:30 PM - 2:00 PM • 2:05 PM - 2:35 PM • 2:40 PM - 3:10 PM
61 Chatbots 71 Intelligent Routing
62 Omnichannel 72 Voice of the Customer
63 Remote Agents 73 Design Thinking for CXl
64 CX Automation 74 Agent Performance
65 Customer Intent 75 Learning & Development
66 Personalization 76 Self Service
67 Customer Loyalty 77 Digital CX
68 Proactive Engagement 78 Live Chat
69 Customer Journey Mapping 79 Social Media for CX
70 Actionable Analytics 80 Workforce Optimization
Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
Concurrent Track Sessions
PEOPLE STAGE
TECHNOLOGY STAGE
PROCESS STAGE
FOUNDATIONS STAGE
Interested in the track sessions? View more information on the previous page!
Interested in more info on how IDGs work? Click here to view
www.asdevents.com - www.asdevents.com/event.asp?id=20316
Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO
3:10 PM Transition Time
3:15 PM FINAL NETWORKING BREAK IN THE EXPO HALL
3:30 PM CUSTOMER CONTACT WEEK PRIZE DRAWING
From a car to cash prizes and everything in between, the CCW expo hall prize drawing is the icing on top of an action-packed week! Participate in the Demo Drive and “Meet the Customer” Program for a chance to win. You must be present to win!
4:00 PM CELEBRITY KEYNOTE
MAGICAL CLOSING KEYNOTE ANNOUNCEMENT COMING SOON
4:30 PM Main Conference Concludes
www.asdevents.com - www.asdevents.com/event.asp?id=20316
8:00 AM Check-In & Breakfast
8 Zappos & Windham Professionals
8:00 AM Check-In
8:30 AM Depart for Tours
1:45 PM Arrive at The Mirage
9 Zappos & GES
9:15 AM Check-In
9:30 AM Depart for Tours
2:45 PM Arrive at The Mirage
10 Site Tour
25 CAP
25 CAP
5:00 PM CCW Concludes
We’re heading to Austin later this year! Follow #CustomerContactWeek to stay up to date!
Friday, June 28, 2019DAY 5: SITE TOUR EXPERIENCE DAY
STAY TUNED... 1 More Site Tour Experience
To Be Announced!
www.asdevents.com - www.asdevents.com/event.asp?id=20316