innovating customer care across the americas - iqpc · pdf fileinnovating customer care across...

Innovating Customer Care Across the Americas

January 17 - 20, 2017 The Sheraton // New Orleans, LA

NEW FOR 2017!

Meet and Hear from C-Suite Game Changers: Keynote Presentations from Mrs. Fields Cookies and Ritz-Carlton

Demonstration Drives: Bigger is Better - Map your vendor strategy with exclusive access to the CCW Winter expo hall

Identify each Latin American nation’s unique challenges & benefits to evolve your nearshore strategy

Benchmark your Excellence: Attend value-added site tours in NOLA’s premier contact center

LATAM Trailblazers: Exchange ideas with dedicated customer care leaders evolving their regional strategy

Director of Contact Center

Wyndham Worldwide

Esteban Arce Rique

Seller Support Operations Leader

Amazon

Helmut Cervantes

Former VP of Customer Experience & Churn

ManagementDIRECTV LATIN AMERICA

Fernando Straminsky

VP of Client SolutionsGrupo TV Cable

Marcelo CerusoGlobal Operations

LeaderSabre Travel Corporation

Ernesto Navas

Global Care Director & Site Leader, Mexico Regional

Operations CenterWestern Union

Zenaido Torres

Media Partners

EARLY BIRD ALERT: REGISTER BY 11/11!

CO-LOCATED WITH CCW WINTER

REGISTER TODAY! www.CCWLatAm.com // [email protected] // 1-800-882-8684 // #CCWLatAm2

Innovating Customer Care Across the Americas

BENEFITS OF ATTENDING

Align your People, Process, and Technology to deliver world-class customer care

In-region perspectives on tiered support and servicing the “always on” consumer

Lessons Learned sessions in both English and Spanish on how regional trailblazers achieved operational excellence

Future-proof your Contact Center with the latest customer experience tools and technologies

BPO Benefits: Identify the critical steps in selecting,

partnering, and managing your nearshore operations

LATAM-shoring: Find out who’s prospering in this

emerging phenomenon

State of the Industry: Hear what the leading

LATAM researchers have to say on the latest contact center trends and each

country’s unique challenges

Practicality Guide: Get a breakdown cost issues,

benefits, and stumbling blocks for your 2020

roadmap

THINK GLOBALLY, ACT LOCALLY

Today’s digital Latin America demands sophisticated

technology and next generation practices for a seamless customer experience. The region’s growing

economic advantages render it an increasingly attractive nearshore hotspot. With the

contact center market projected to reach $15.13 billion across Latin America by 2020, now is the time

for global leaders to put their regional plans into action.

NEW TO NEARSHORING?

Join CCIQ’s Online Community of 100,000 Members • www.callcenter-iq.com3

2016 CCIQ Advisory Board

The CCIQ Advisory Board acts as a conduit for information from a cross section of industries and various sized contact centers. The Advisory Board shall serve in an advisory capacity to CCIQ Management regarding the strategic positioning of its brand, marketing and communications, editorial content, and expert participation and contribution.

Becky PloegerVice President of Contact Centers EXPRESS SCRIPTS

ADVISORY BOARD CHAIRPERSON

2016 ADVISORY BOARD MEMBERS

Mary Beth Jenkins SVP and Chief Operating Officer UPMC Health Plan and Insurance Services Division

Colleen Beers SVP Strategic Accounts Alorica

Kimberly Smith Senior Group Manager Microsoft

Pamela deForce Field Marketing Manager Twilio

Steve Blessing Senior Vice President Capital One

Ted Hunting Vice President, Marketing Genesys

Wendy Mikkelsen Senior Product Marketing Manager Interactive Intelligence

Kirk Laughlin Managing Director Customer Experience Report/Nearshore Americas

Docia Myer Vice President of U.S. Financial Sales CPI Card Group

Jennifer Hanson Senior Director, Guest Services & GiftCard Operations Target

Shawn B. Castle Manager of Valvoline and VIOC Support Center Valvoline

Steve Prodger Senior Vice President of Sales SmartAction

Troy Mills Divisional Vice President of Customer Care Operations Walgreens


Introducing 2017 Featured SpeakersRegional Trailblazers Innovating Customer Care across the Americas

Founder and Chief Cookie LoverMRS. FIELDS COOKIESEntrepreneur’s Hall of Fame

Debbi J. Fields

Ernesto Navas

Jim Oliver

Marcelo Ceruso

Gregory Knight

Esteban Arce Riqué

Fernando StraminskyCustomer Service Redesign DirectorSABRE TRAVEL CORPORATION

KEYNOTE: When Good Enough Never Is

Lessons Learned: Factors in Achieving Operational Excellence in Latin America

Speaking Ambassador on Cultural ChangeRITZ-CARLTON LEADERSHIP CENTER J.D. Powers 2015 Luxury Travel Award

VP of Client ExperienceGRUPO TV CABLE

KEYNOTE: “Memorable Customer Service” - Ritz-Carlton Premier Service Techniques: MemorableCustomer Service

Overcoming Challenges in your Effortless Experience Transformation

SVP & Chief Customer OfficerCENTERPOINT ENERGYRanked among the top three performers in customer satisfaction amongst US investor owned utilities by ACSI for the past 5 years

Director of Contact CenterWYNDHAM WORLDWIDE

Former VP of Customer Experience & Churn ManagementDIRECTV LATIN AMERICA

KEYNOTE: Big Data, Cognition and Predictive Intent – Begin the Journey to Artificial Intelligence

Agent-First Approach: Finding, Developing, and Retaining Outstanding Contact Center Talent in Latin America

Setting a Regional Precedent forCustomer Experience Excellence

Helmut CervantesSeller Support Operations LeaderAMAZON

Contributing to Costa Rica’s Nearshore Reputation as an Innovation Center

Global Care Director & Site Leader, Mexico Regional Operations CenterWESTERN UNION

Zenaido Torres

Serving Regionally Disperse Customers with LATAM-shoring Strategies


DAY 1 Pre-Conference WorkshopsSelect 3 different workshops that align with your development areas. All workshop leaders are trained to deliver and executive effective training programs, giving you the solid strategies to take back and implement at your own call center. Spaces are limited so sign up today! Each workshop will include one thought leader speaker – plus one client for a case study.

WORKSHOP A WORKSHOP B

Winning The Generation Game: Motivate and Engage Your Team Employees drive customer experience. This dynamic workshop will focus on how to fully understand and maximize the productivity from your workforce – including Millennials. · Create a culture of

empowerment and accountability

· Develop a robust career pathing program

· Reduce attrition and turnover

Virtual Coaching – It’s the Home Run in the Field of Knowledge ManagementHear about a breakthrough interactive learning module that enhances the consistency and timeliness of front line coaching and promotes employee engagement. This workshop will give participants a first hand opportunity to develop behaviors and content to actually create a virtual coaching session.

· Empower coaches by providing virtual tools

· Design and develop virtual tools

Kevin Blackburn Innovation and Technology Guru Express Scripts

Joni DeBow Training Consultant Express Scripts

Lana Stockman, Instructional Developer Express Scripts Mary Wooten Senior Manager, Performance Consulting Express Scripts

Workshops or8:00 AM Registration 8:15 AM – 11:15 AM Workshops

6:00 PM NEW ATTENDEE ORIENTATION PROGRAMAre you a first time CCW attendee? Join the CCW Production and Operations team for a new attendee orientation program. We’ll take you through the show guide, explain how the tracks work, discuss the expo hall programming, highlight the networking opportunities…and answer any questions. Here’s your chance to get you on the path to success while meeting fellow “newbies.”

A B

WORKSHOP C WORKSHOP D

Delivering Outstanding Customer Experiences - CX@Rutgers Learn how to understand customer experiences, develop deep insights, and integrate innovative methodology throughout your organization.Find out how to: · Increase customer

loyalty through meaningful engagement

· Deliver integrated customer experiences in a multi-channel environment

· Track, analyze and report on customer engagement

· Assess how social media and digital transformation impacts CX strategy

Dennis Stoutenburgh Leadership Team and Board Member Rutgers CX

Improve Quality Using Artificial Intelligence and Predictive Analytics to Enhance Customer ExperienceArtificial Intelligence is a natural fit for contact centers as it offers a solution for dealing with massive amounts of data. Discover how to find patterns in your data and automate descriptive, predictive and prescriptive analytical tasks. AI applications have the potential to reduce costs, improve customer experience, boost productivity and increase revenue. This interactive workshop will open your eyes to the power of AI and will help you overcome common implementation challenges.

Jim Iyoob EVP Customer Experience Etech Global Services Matt Rocco President and COO Etech Global Services

Workshops or11:15 AM Registration 11:30 AM – 2:30 PM Workshops (box lunch served)

C D

WORKSHOP E WORKSHOP F

Mobile Mania: Re-Imagine Customer Service in a Digital, Customer Centric WorldHow do you prosper in a world where consumers hate being “sold to,” shop on their mobile devices and want instant gratification? Now more than ever, CX is shaped and delivered through digital interactions. · Learn how today’s

consumer, the Cloud and the Internet of Things are driving change

· Adapt to the digital world and gain competitive advantage

ENTRY-MID LEVEL WORKSHOP: Storytelling Sells! Capitalize on Business Narrative to “Sell” your IdeasDo YOU have great ideas to take your CX to the next level of excellence? Discover how to get your leadership team on board, take your company on a story-filled journey. · Gain the confidence

needed to get your voice heard

· Get people emotionally invested

· Sustain your Leader’s engagement

Workshops or2:30 PM Registration 2:45 PM – 5:45 PM Workshops

E F

Tuesday, January 17, 2017


DAY 2 Main Conference and Expo Wednesday, January 18, 2017

7:00 AM Registration & Morning Coffee

7:45 AM Opening Remarks from the CCW Team #CallCenterWeek

7:50 AM Chairperson Remarks

8:00 AM KEYNOTE: “Memorable Customer Service” - Ritz-Carlton Premier Service Techniques: Memorable Customer Service

The Ritz-Carlton takes service excellence to the highest levels every day. You must have your “Radar on-Antenna Up” and stay in the moment to extend personal service. Hear about The Ritz-Carlton method for fulfilling not only the expressed but also the unexpressed wishes and needs of your customers. You will be introduced to the skills needed for authentic customer engagement. Learn about the importance of personalized experiences that will surprise and delight your customers and can impact your bottom line.

· Provide anticipatory service that creates passionate advocates of your brand

· Craft unique, memorable and personal experiences that prevent your customers from feeling like they are simply another transaction

· Develop a written service strategy to ensure consistency and cultivate loyalty

Jim Oliver Speaking Ambassador on Cultural Change Ritz-Carlton Leadership Center

9:00 AM KEYNOTE: When Good Enough Never Is With her name on each store, Debbi Fields had a very personal

stake in making her company a success With her name on each store, Debbi Fields had a very personal stake in making her company a success.

Do what you love and success will find you. That philosophy drove the birth of her first store which she transformed into a cookie empire with 450 locations worldwide. The company she built earned a reputation for providing the best in product quality and superior customer service. A great storyteller with a great story to tell, Debbi Fields inspires audiences to reach for their dreams while offering the practical steps that lead to success. Founder, baker, chief cookie lover and former chairman of Mrs. Fields Cookies, she brings tales of both success and failure to her audiences. She shares her common-sense insights and strategies that can make any business more successful and customer-focused. Fields has authored numerous cookbooks including the wildly successful Mrs. Fields’ Cookie Book: 100 Recipes from the Kitchen of Mrs. Fields, which sold more than 1.8 million copies and was the first cookbook to top The New York Times best seller list. Her autobiography, One Smart Cookie, was also a best seller. Fields also hosted the Great American Desserts series on PBS.

Debbi Fields Founder and Chief Cookie Lover Mrs. Fields Cookies

9:45 AM 5-minute transition


DAY 2 // Main Conference Day continued

Special meet and greet with:

Jim Oliver General Manager The Ritz-Carlton, New Orleans

Plus, meet our Visionary 2016 CCW Delegates that “GRADUATED” to the speaker faculty! These dynamic executives had very interesting stories to share and played a key role in our past audience.

Denise Pullen Head of Operations Design and Learning Global Contact Center - Omaha Hyatt

Dale R. Sturgill Jr. C Suite, Contact Center Executive DirectBuy, Inc

Aaron Taylor Vice President of Customer Care Spokeo

Yolunda G. Davis Director, Unified Call Center, Collection Services Division Bureau of the Fiscal Service U.S. Department of the Treasury

Erin Ackles Associate Vice President Phone Channel TD Bank Group

Cheryl China SVP, Head of Contact Center Escalation Teams Citizens Bank

Prashant Bhat Director Cigna University

Daisy Parmar Customer Care Manager Brand Communications Lush North America

Live Q&A with the Chief Cookie Lover:

Debbi Fields Founder and Chief Cookie Lover Mrs. Fields Cookies

EXPO HALL GRAND OPENING

9:50 AM Morning Networking and Refreshments Break in the Expo Hall

PARTICIPATE IN THE DEMO DRIVE AND WIN – MAKE VENDOR SOURCING FUN!

Wednesday, January 18, 2017




10:55 AM Closing the Cultural Gaps: Serving Regionally Disperse Customers with LATAM-shoring Strategies

With the growth of contact center services in Latin America, a developing trend has shifted toward Latam-shoring. Global organizations like Western Union have reaped benefits of this model— among them the ability to offer seamless customer experiences, multilingual support, global mindset and cultural relevancy to its diverse customer base.

Key Takeaways:

· Innovating the customer experience to ensuring customer perception and KPIs are met

· The emergence and growth of the LATAM-shoring phenomenon

· Benefits of applying cultural relevancy and ensuring alignment across the region

Zenaido Torres Global Care Director & Site Leader Mexico Regional Operations Center, Western Union


11:45 AM Transforming the Contact Center into an Experience Center

“How can you prove the relevancy of your contact center?” is a question customer care leaders ask at a time of unwavering demands for a seamless experience. For thriving contact centers, engagement across an increasing number of touchpoints has shifted from a “nice to have” to a bare necessity. Beyond processes and technologies, understanding the personal human experience lies at the core of a successful customer experience. Bringing nearly 30 years of customer experience expertise, our workshop leader will provide you with tactical examples and strategies on the path to experience center transformation.

Key Takeaways:

· Breaking down siloes, defining experience from the executive, employee, and customer level

· Supporting a personal passion for the human experience

· Tracking change and impact (measures, metrics, and benefits)

Diane Magers Chairman of the Board Customer Experience Professional Association

12:30 PM 5-minute transition

CCW EFFORTLESS PASSCX GROUP DISCOUNTWant a pass that includes it all? Email us today to find out more

In addition to the team discount, get another $100 off the total registration price and bring your CX leader!

EMAIL US TODAY

“Culture is what happens when your boss is not around.” - Chip Conley, Global Head of Hospitality & Strategy, Airbnb & Founder, Joie de Vivre Hotels

Best-selling author of Peak – How Great Companies Get Their Mojo from Maslow (Keynote: CCW Vegas 2016)


mailto:enquiry%40iqpc.com?subject=2017CCW%20Winter%20-%20Effortless%20Pass%20%28PDF%29


mailto:enquiry%40iqpc.com?subject=2017CCWLATAM%20Effortless%20pass



SERVICE PROVIDER HEALTHCARE NON-PROFIT/GOVERNMENT/EDUCATION GOVERNMENT

How do you Manage Day to Day Operations While Focused on Patient Care?

Christina Brandon Director of Production – MRx MeridianRx

Gain C-Suite Commitment for CX

Kathy Hutchens Vice President Business Development and Patient Engagement Sharp Rees-Stealy Medical Centers

Upgrading Technology – Information Gathering, RFPs and Budget Management

Stephen Mackinnon Vice President of Community Response and Chief of Humane Law Enforcement San Diego Humane Society

Create a Service Culture in Government

Daryl L. Covey Founder & Facilitator Government Customer Service Community of Practice

BOOK SIGNING: Attendees of the Government roundtable will receive a signed copy of Daryl’s book:

TRAVEL AND HOSPITALITY INDUSTRY DISRUPTORS ADDITIONAL INDUSTRY TABLES WILL INCLUDE

To What Extent are you Personalizing your Customer Engagement?

Daniela Camacho Reservation Manager JetBlue Airways

Customer Service Versus Revenue

Elie Dakwar Former, Contact Center Director Bookit.com

· MANUFACTURING AND HIGH TECH: Are you Staying Ahead of the Innovation Curve?

· RETAIL: How is Digital Transforming how Customers Shop? · FINANCE: Are you Struggling to Find Skilled Reps for Strategic Calls? · ENTRY-LEVEL CROSS INDUSTRY: Leadership Skills for Newbies – Mentor your

Peers

12:35 PM NETWORKING LUNCH AND LEARN – The Power of Peer to Peer Learning Based on the popularity of CCW Vegas, we are pleased to bring this networking forum to CCW Latin America. Our tables will be organized

by key industries & our leaders will help engage you in a compelling discussion. Meet new benchmarking partners.

1:55PM 15-minute transition



DAY 2 // Main Conference Day continued Wednesday, January 18, 2017

2:10PM LEADERSHIP LAB: Setting a Regional Precedent for Customer Experience Excellence

Defining a regional strategy begins with a concrete foundation on building an exemplary customer experience, especially in fulfilling its commitment to leadership. This requires a robust vendor management strategy, from investing in analytics solutions for customer segmentation, and creating a framework to better manage churn.

Key Takeaways:

· Vendor selection criteria in your customer experience strategy

· Using analytics in channel management and reaching customers on different touchpoints

· Making NPS the focal point to your churn management

Fernando Straminsky Former Regional Vice President of Customer Experience & Churn Management DIRECTV Latin America


2:50PM LESSONS LEARNED: Factors in Achieving Operational Excellence in Latin America

Sabre’s award-winning Montevideo center sets a regional precedent for customer service excellence. Its 850+ multilingual agents provide real-time, 24/7 customer care, technical support, marketing and sales consulting to a global customer base across the aviation & hospitality sectors. Leveraging the most innovative CRM, BI tools, and leading mobile itinerary app, the center is able to efficiently manage a diverse range of customer needs.

Key Takeaways:

· Identifying cost factors in setting up captive customer care operations

· Overcoming talent challenges to focus on multilingual, multicultural support and sophisticated skillsets

· Know thy customer: Segmenting your customers, then building your technology investment strategies around their needs

Ernesto Navas Customer Service Redesign Director Sabre Travel Corporation

3:25PM Networking Break with Brilliance Bar Spend some one-to-one time with industry leaders

charting your customer-centric roadmap


4:25PM IN-REGION BEST PRACTICES: Contributing to Costa Rica’s Nearshore Reputation as an Innovation Center

Today’s Costa Rica is well-equipped with multilingual, highend talent supporting global Fortune 500’s. Offering technical support from Tier 1 to Tier 3 & 4, the scope of services is expected to grow exponentially-- especially as Costa Rica’s economy grows with innovation. Through examining this early adopter’s nearshore expansion, discover the regional benefits and the attraction of this growing market from an in-region perspective.

Key Takeaways:

· Locational Advantages: identifying critical components in getting started with a nearshore strategy

· Quality Assurance: Tiering Technical Support with Sophisticated Talent

· Multilingual support to attract and grow your customer base

Helmut Cervantes Seller Support Operations Leader Amazon


DAY 2 // Main Conference Day continued Wednesday, January 18, 2017


5:05PM CLOSING DAY ONE KEYNOTE: Big Data, Cognition and Predictive Intent – Begin the Journey to Artificial Intelligence

The electric grid is the largest engineering piece of work in the U.S; our distinguished keynote has been leading an effort to modernize how energy companies usher in a new area of customer engagement that drives best in class customer experience. Find out how the company is using predictive analytics and an in memory computing platform to predict customer intent with a high degree of accuracy. CenterPoint’s omni-channel next best action capabilities have lowered customer effort and also increased value added services conversion rates. Discover how to harness big data, predictive and cognitive data to start you down the path of Artificial Intelligence and improve customer satisfaction and business efficiencies.

Gregory Knight Senior Vice President & Chief Customer Officer CenterPoint Energy

5:50PM MARDI GRAS THEMED COCKTAIL PARTY IN THE EXPO HALL

What a great day of learning and networking! Now it’s time to have some fun at our Mardi Gras themed cocktail party. Bring plenty of business cards!


DAY 3 Main Conference Day Thursday January 19, 2017

8:00AM Registration & Morning Coffee

8:10AM Opening Remarks from Chairperson

8:15AM KEYNOTE: What’s Old is New Again: Business Transformation Strategies to Stay Relevant

Find out how Ryder System, an 80 year trucking company transformed the business culture and technology infrastructure in order to anticipate customer needs - and stay relevant. Hear about how journey mapping, customer lifecycle analysis, transparency and accountability helped Ryder be selected as a finalist in three customerfacing awards in 2015.

Richard Mohr Vice President Rental & Global Product Manager Ryder System, Inc.

9:00AM KEYNOTE: Transformation – How to Stay Relevant with your Customers

There is a tremendous amount of transformation taking place, and it’s important to help customers understand what transformation looks like. Discover how to be innovative to meet the needs of Millennials and Gen Zs – customers that are not generally loyal but looking for ease of use. Walk away with new insight to stay relevant and continually evolve to meet customer needs.

Serena Smith Head of International Payments and CAO FIS Global Retail Payments

Chief Customer Officer of the Year - Customer Service Institute of America

CCW EFFORTLESS PASS

CX GROUP DISCOUNT

Want a pass that includes it all? Email us today to find out more


EMAIL US TODAY



mailto:enquiry%40iqpc.com?subject=2017CCWLatAm%20Effortless%20Pass


EXPO HALL OPENS

DAY 3 // Main Conference Day continued Thursday, January 19, 2017

10:45 AM AGENT-FIRST APPROACH: Finding, Developing, and Retaining Outstanding Contact Center Talent in Latin America Happy employees, happy customers – a cliché that is often discussed but hardly executed. Understanding the effect of agent engagement on

customer-centricity, Wyndham devised incentives and built communication programs to focus on the contact center’s internal dynamic – most reputably its Count on Me! Service culture. Its tenets of leadership have attributed to its 3rd place ranking at “A Great Place to Work” – a hallmark of people leadership.

Key Takeaways:

· Addressing the industry’s high turnover with an “everything about people” philosophy

· Building a formal service culture to focus on communication and driving business outcomes

· Engaging inter-generational talent through contests and Incentives

Esteban Arce Riqué Director of Contact Center Wyndham Worldwide / RCI


PEER TO PEER MEET-UPS: Select the topic/leader that interests

you most

MEET ONE OF OUR ACCOMPLISHED THOUGHT LEADERS AND AUTHORS

PARTICIPATE IN OUR WORLD RENOWNED

DEMO DRIVE!

· Balance Business Value and Customer Value · Earn Meaningful Engagement from Agents · Collaborate across the Organization · Deliver an Effortless Experience · Understand what Artificial Intelligence is all about · Improve Front Line Engagement and Create a

Customer Centric Culture · Running a Well Oiled Contact Center – How

Technology Radically Transforms Operations Victor Janey Senior Operations Director General Dynamics Information Technology

Shawn B. Castle Support Center Manager Valvoline

BOOK SIGNING Daryl Travis Author of “Little Things Big Returns – How to Deliver Experiences that Matter Most to your Customers”

Navigate the Expo Hall and build your vendor strategy by participating in our world renown Demo Drive!

PARTICIPATE IN THE DEMO DRIVE AND WIN – MAKE VENDOR SOURCING FUN!

9:45 AM Morning Networking and Refreshments Break in the Expo Hall



11:35 AM KEYNOTE PANEL ON ARTIFICIAL INTELLIGENCE: Humans and Machines – Supercharge Human Capability and Predict Future Events Artificial Intelligence, Virtual Assistants, Chatbots and even Robots are today’s new channels. Discover how to combine the creativity and

experience of humans with the computational power of analytics, automation and machines. Find out how to design data and metrics to determine contact center growth and future staffing needs.

Dale R. Sturgill Jr. C Suite, Contact Center Executive DirectBuy, Inc.

Andrew Gurbaxani VP Analytics and Networking Benevis Practice Services



2:00PM Advancing Loyalty and Relationship Care for Multinational Customers through the Net Promoter System Large organizations face multiple barriers in their journey toward customer-centricity. Gathering feedback from large customer bases in large segments

inhibits the capacity to listen and respond to individual customers – much less link individual experiences to a specific product, transaction, or interaction. The Net Promoter System, or NPS, minimizes the gap between employees and customers, linking feedback to their operational infrastructure. Through extensive training and technical expertise, learn how to turn your multinational customer service organization into a loyalty engine.

Key Takeaways:

· Understanding the fundamentals of the NPS to achieve world-class excellence amongst diverse customer bases

· Cross-functional collaboration: training customer service employees to develop survey principles and technical knowhow

· Employee engagement: Minimize gaps between employees and customer to drive continuous improvement

Luis Alberto Sanchez Former Director, Customer Experience LACC American Express

12:35 PM LUNCHEON FOR DELEGATES, SPEAKERS AND SPONSORS. Our second set of lunches will be broken down by the maturity level of your contact center.

MATURITY LEVEL BY YEARS OF CONTACT CENTER EXPERIENCE

0-5 YEARS: Getting Your Feet Wet

5-10 YEARS: Establishing a Career Path

10-15 YEARS: Leading a Team

15-20 YEARS: Taking on More Extensive Roles

20+ years: UNSCRIPTED - You decide what you Want to Chat About



2:35PM 5-Minute transition


4:00PM CLOSING KEYNOTE: Customer Centricity Rules – Safety, Service & Security Above all Else

“Spend whatever it takes to be the safest and most secure. Then, spend whatever it takes to stay that way.” - Warren Buffett, Chairman and Chief Executive Officer, Berkshire Hathaway Inc.

NetJets is financially backed by Warren Buffett’s Berkshire Hathaway. With assets approaching $300 billion, Berkshire Hathaway is one of the world’s strongest companies. Discover how this strength allows NetJets the opportunity to offer a level of service and safety to the richest people on the planet - that is unmatchable.

Diana Oreck Executive Vice President, Owner Experience Netjets, A Berkshire Hathaway Company

4:45PM End of Main Conference We hope you enjoyed CCW Latin America and hope to see you

attend the balance of the CCW Conference and Expo Series!

BOOK SIGNING Michael F. Lewis Author Social Media Leadership: How to Get Off the Bench and Into the Game

This final break will be a prize extravaganza! Don’t miss your chance to make your final connections and find out if YOU are a prize winner.

2:40 PM Final Networking Break in the Expo Hall


3:20PM Overcoming Challenges in your Effortless Experience Transformation

According to a Dublin Group investigation, 94% of innovation processes fail. Learn how to prevent your innovation process will be part of that statistic.

Key Takeaways:

· What is an innovation process?

· Why do customers say one thing and do another?

· Taking notes -- Observe instead of asking

Marcelo Ceruso VP of Client Solutions Grupo TV Cable


DAY 4 The NOLA Customer Experience Day

ROUNDTABLES ON THE RIVER What would a trip to New Orleans be without an exciting adventure? CCW is pleased to present a new concept. We will board The Creole Queen for peer led roundtables focused on some of the most critical challenges faced by customer care executives today. The experience includes scrumptious Hors D’oeuvres and an open bar as we set sail on the Mississippi River for this innovative networking event! The roundtable topics include:

· Prosper in a Mobile World Where Customers Want Instant Gratification

Daniela Camacho Reservation Manager JetBlue Airways

· Supercharge Human Capability - The Power of Humans and Machines

Melissa Moffett Vice President Customer Service Machias Savings Bank

· Provide a Differentiated Omni Customer Experience

EXECUTIVE RIVERBOAT TOUR EXPERIENCE

12:30 PM Registration at the Sheraton

1:00 PM Leave for the Boat

1:30 PM Roundtables on the River Experience

4:30 PM Return to the Sheraton

AFTERNOON SITE TOUR LIMITED TO 40 ATTENDEES

SITE TOUR

I

LIMITED TO 40

ATTENDEES

MORNING SITE TOUR

NOLA 311 SITE TOUR NOLA 311 is New Orleans’s primary source of local government information and non-emergency services. NOLA 311 provides a prompt, courteous, and professional customer service experience to local residents, visitors and businesses. We will be visiting this small government call center located in city hall for a tour experience that includes a walk around tour and a presentation.

Opening Keynote:

Sara Estes Cohen Deputy Chief Information Officer NOLA 311, City of New Orleans

Ken Davis IT Operations Leader NOLA 311, City of New Orleans

CONTACT CENTER SITE TOUR EXPERIENCE

8:00 AM Registration at the Sheraton

8:15 AM Board Bus for NOLA 311

8:30 AM Site Tour Begins

11:30 AM Site Tour Concludes


9:30 AM Registration at the Sheraton

9:45 AM Board Bus for NOLA 311

10:15 AM Site Tour Begins

12:00 PM Site Tour Concludes


MORNING SITE TOUR LIMITED TO 25 ATTENDEES

SITE TOUR

HSITE

TOUR

K

EACH TOUR IS LIMITED TO 25 ATTENDEES

Friday, January 20, 2017

AFTERNOON SITE TOUR

SOLD OUT


Our Featured CCW Winter Solution Providers

Global CloudCommunications

8x8, Inc. Website: www.8x8.com

8x8, Inc. is the trusted provider of secure and reliable cloud- based unified communications and virtual contact center solutions to more than 40,000 businesses operating in over 40 countries across six continents. 8x8’s out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and web conferencing. 8x8 software integrates with leading ERP, CRM, HCM and other third-party application suites, such as Salesforce, NetSuite and Zendesk, to provide organizations with a completely integrated business communications and collaboration experience.

Calabrio Website: www.calabrio.com

Calabrio develops Calabrio ONE®, a comprehensive and powerful suite of contact center workforce optimization and analytics software including call recording, quality management, workforce management, and analytics. Calabrio ONE is intuitive and flexible – providing innovative products with an easily personalized architecture that allows contact centers the freedom to tightly integrate applications and scale these solutions to fit their needs. Calabrio strives to put the power of harnessed data to work, kicking complexity to the curb while bringing the most important data quickly to the helm where it becomes simply actionable.

CallMiner Website: www.callminer.com

CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading cloud-based voice of the customer analytics solution automatically analyzes contacts across all communication channels: audio, chat, email, and social. CallMiner offers both real-time monitoring and post-call analytics,

delivering actionable insights to contact center staff, business analysts, and executives. The results include improved agent performance, sales, operational efficiency, customer experience, and regulatory compliance. With over 10 years of industry leadership and over 2 billion hours of conversations analyzed, CallMiner serves some of the world’s largest call centers, delivering highly effective, usable, and scalable speech analytics solutions.

Castel Communications Website: www.castel.com

Castel Communications, LLC is a market leader, delivering cutting-edge call center solutions for leading call center organizations across the globe. Castel Detect Voice and Speech Analysis solution provides LIVE and post-call emotion, word and phrase monitoring and detection for call centers of all sizes. Stop by Castel’s booth for a brief overview of the solution and learn how Castel helps companies increase customer service levels and generate revenue! For more information about Castel’s predictive dialer, digital voice recording, and voice and speech analysis solutions, call 800-657-8215 or visit www.castel.com.

Connect First Website: www.connectfirst.com

Connect First is an award-winning SaaS telecommunications and cloud contact center software provider that focuses on customer satisfaction and elegant hosted solutions. Connect First offers a robust platform, designed and supported by a team of… Read More highly experienced engineers, designers and business analysts, and backed with personalized in-house customer care. Solutions include Cloud Routing, Inbound ACD, Outbound Dialing, Call Tracking, Interactive Voice Response (IVR), Voice Broadcast, Disaster Recovery, Predictive Dialer, Real-Time Telemetry, CDR Reporting, Live Agent Chat and more. Through a consultative approach with each customer interaction, Connect First builds customized solutions to meet the needs of a discerning customer base. Visit www.connectfirst.com for more information.

From the group who brought you the world’s premier customer service event, CCIQ returns with CCW Latin America. Don’t miss this opportunity to participate in an event designed for innovating customer care across the Americas.

CONTACT US TODAY! Simon Copcutt Sponsorship Director • CCW Winter 1-212-885-2771 • [email protected]


Rachel Luciano Marketing Manager Email: [email protected] • Phone: 212-885-2744

We are constantly looking for new partners so reach out to me and let’s discuss how to develop a successful partnership.

Media Partners

ALOIC Website: www.aloic.org

Aloic is a non-profit association, officially established in 2012 to consolidate the project conceived by four regional partners to integrate the market through the exchange of knowledge. They are: Juan Pablo Tricarico with Tecnovoz SA (Argentina), Grube Editorial (Brazil), Colombian Association of Contact Centers & BPO (Colombia) and the Mexican Institute of Teleservices (Mexico). The Aloic is the result of work being done 5 years these four partners. The first meeting was in San Antonio in 2008, during the annual meeting of the American Association of Teleservices then. To launch the partnership, the partners promoted an exchange of knowledge through its annual Congresses During 3 years, the group structured the first project of regional integration, creating LATAM Award, recognizing the best practices of interaction with clients in Latin America 2011 and delivered in March 2012 in Mexico City.

Call Center IQ Website: www.callcenter-iq.com/

Formed through the union of Call Center Week, the world’s largest and most influential customer service event, and Customer Management IQ, the world’s largest and most influential customer service online platform, Call Center IQ reigns as the most significant community, resource hub and advisory for call center and customer experience professionals.

Latin America Telecom Specialist Website: www.linkedin.com/groups/70522

For those interested in the telecommunications business development within the Latin American countries.

Nearshore Americas Website: www.nearshoreamericas.com

Nearshore Americas (NSAM) produces authoritative and independent news, analysis, and research on the fast-emerging Latin American and Caribbean business process, IT, software, and call center industries. Our team, which includes staffers and contributors from countries throughout

the region, is dedicated to expanding knowledge around Americas-centric investment and innovation. Our mission is to illuminate, inspire, and motivate business decision makers to more closely examine services investment and partnerships opportunities in the Americas. NSAM is owned by Next Coast Media, a digital media and integrated marketing services firm based outside of New York City.

Call Center Pros Website: www.linkedin.com/groups/56661/profile

The Call Center Pros are a LinkedIn Open Networkers - Executives Only group, which is made up from many industries: ACD, BPO, Call Center, Contact Center, CRM, Infrastructure, PBX, Telecom, Voice Recognition and Workforce Management. This is not open to short term call center employees.

Call Center News Website: callcenternews.info

Callcenternews! Digital is a specialized magazine dedicated to contact centers world. The contents is updated daily and is made by professionals of the industry. It also has a forum to exchange ideas and opinions on specific issues that make the everyday work of the Call & Contact Centers in Latin America, Europe, U.S and EMEA - Asia. It also maintains a considerable say in the Social Network where it operates

ICSA Website: www.icsatoday.org

The ICSA Group on LinkedIn is a connection of global Customer Service Professionals across all industries. Members freely share strategies and tactics to help their organizations improve the experiences and service they provide to their customers.

The International Customer Service Association is the only non-profit professional association dedicated to the education, professional development, promotion, and recognition of Customer Service Professionals. Each year the ICSA sponsors its signature event, National Customer Service Week.


Pricing & Registration - Purchase Your Pass Today

GROUP DISCOUNT – Send More Save More!

*Discounts apply to registrations submitted together, at the same time. Cannot be combined with any other discount. Group discounts only apply to end users

SEND: DISCOUNTS:

Group of 3-4 40% off standard pricing

Group of 5+ 50% off standard pricing

A LA CARTE PRICING

Workshops $549 each Site Tour $599 each

PACKAGE DESCRIPTION

2 Day Pass • Main Conference

3 Day Pass • Choice of 3 workshops• Main Conference

4 Day Pass• Choice of 3 workshops • Main Conference• 1 Site Tour

4 Day Premium Pass

• Choice of 3 workshops • Main Conference• 2 Site Tours

END-USER PRICING

BUY ONE,

GET ONE FREE OFF STANDARD PRICING

UNTIL 9/23/2016

Register by 8/19/2016






Standard & Onsite Pricing

2 Day Pass (1/18-1/19) $1,699 $1,799 $1,899 $2,099 $2,299 $2,399 $2,599

3 Day Pass (1/17-1/19) $2,399 $2,499 $2,599 $2,799 $2,999 $3,099 $3,299

4 Day Pass (1/17-1/20) $2,799 $2,899 $2,999 $3,199 $3,399 $3,499 $3,699

4 Day Premium Pass (1/17-1/20)

$3,099 $3,199 $3,299 $3,499 $3,699 $3,799 $3,999

VENDOR PRICING







Standard & Onsite Pricing

2 Day Pass (1/18-1/19) $2,499 $2,599 $2,699 $2,999 $3,199 $3,299 $3,499

3 Day Pass (1/17-1/19) $3,099 $3,199 $3,299 $3,599 $3,799 $3,899 $4,099

4 Day Pass (1/17-1/20) $3,299 $3,399 $3,499 $3,799 $3,999 $4,099 $4,299

4 Day Premium Pass (1/17-1/20) $3,599 $3,699 $3,799 $4,099 $4,199 $4,399 $4,599

MAKE SURE TO REGISTER

EARLY

MAKE SURE TO REGISTER

EARLY

*BEST VALUE*

*BEST VALUE*

*IQPC reserves the right to determine who is considered an End-User or a Vendor upon registration for an event. Those who are determined a vendor will be denied access to End-User pricing. These prices are featured as a limited time only promotion. IQPC reserves the right to increase these prices at its discretion.

Please note multiple discounts cannot be combined. A $99 processing charge will be assessed to all registrations not accompanied by credit card payment at the time of registration.

MAKE CHECKS PAYABLE IN U.S. DOLLARS TO: IQPC

*CT residents or people employed in the state of CT must add 6.35% sales tax.

Details for making payment via EFT or wire transfer: JP Morgan Chase & Co. Penton Learning Systems LLC dba IQPC Account#: 937-332641 ABA/Routing#: 021000021 Reference Code: 25604.003

Team Discounts: For information on team discounts, please contact IQPC Customer Service at 1-800-882-8684. Only one discount may be applied per registrant.

Payment Policy: Payment is due in full at the time of registration and includes lunches and refreshment. Your registration will not be confirmed until payment is received and may be subject to cancellation.

For IQPC’s Cancellation, Postponement and Substitution Policy, please visit www.iqpc.com/cancellation

Special Dietary Needs: If you have a dietary restriction, please contact Customer Service at 1-800-882-8684 to discuss your specific needs.

©2016 IQPC. All Rights Reserved. The format, design, content and arrangement of this brochure constitute a trademark of IQPC. Unauthorized reproduction will be actionable under the Lanham Act and common law principles.

EASY WAYS TO PURCHASE YOUR PASS 3 Call

1-800-882-8684Email [email protected]

Visit www.ccwlatam.com

*Buy one, get one free promo is only valid to end users and IQPQC reserves the right to determine who qualifies as an end user. For questions regarding qualifications, please email [email protected].

EXPIRED EXPIRED EXPIRED








CCW EFFORTLESS PASS

CX GROUP DISCOUNT

Want a pass that includes it all? Email us today to find out more


EMAIL US TODAY

mailto:enquiry%40iqpc.com?subject=2017CCWLatAm%20Registration



mailto:enquiry%40iqpc.com?subject=CCWLatAM%20Effortless%20Pass

innovating customer care across the americas - iqpc · pdf fileinnovating customer care across...

Documents