Live Chat Software
June 24 - 28, 2019
The Mirage, Las Vegas

DAY 2: WORKSHOPS, SITE TOURS & AWARDS

8:00 am - 8:15 am Registration

CHOOSE ONE WORKSHOP OR ONE SITE TOUR

In this workshop you will learn how to combine people + machine learning to mine relatable data and transform it into usable performance enhancing coaching recommendations and customer experience intelligence.

  • Analyze every conversation in real time, and provide leadership with actionable, searchable insights based on VOC
  • Identify clear next steps to infusing AI+HI into your operations
  • Find patterns in your data and automate descriptive, predictive and prescriptive analytical tasks


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Jim Iyoob

Chief Customer Officer
Etech Global Services

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Omar Recendiz

Senior Manager GMS Training and Communication
TechStyle Group Fashion

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Shawndra Tobias

Senior Director, Customer Experiene
Etech Global Services

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Chris Green

Assistant Director of Operations
Etech Global Services

WORKSHOP 2

8:15 am - 11:00 am AI, Bots and Humans – The Future Customer Journey is Here
Jim Whatton - VP Solutions Consulting, Genesys
Companies can start now to bring Artificial Intelligence, bots, digital channels, self-service, and humans together to deliver a more effortless personal experience. Learn more about how you can use AI to orchestrate an easier journey - more personal and predictive as AI and humans work together in this interactive session.


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Jim Whatton

VP Solutions Consulting
Genesys

Today, customers have more choice: more products to choose from, more devices and channels over which to seek customer service. What they don't have is patience – and customers leave you if their experiences are not in-line with expectations. This workshop will help benchmark your operations against customer service best practices. The results will help prioritize investments in strategy, process re-engineering and technologies for loyalty-creating customer experiences.  


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Kathy Neff

Sr. Technical Product Marketing Manager, Customer Service
ServiceNow

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Nitin Badjatia

Senior Director, Product Strategy, Customer Service Management
ServiceNow

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Corey Fleming

Senior Solution Consultant, Customer Service Management
ServiceNow

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Brian Macallister

Senior Advisory Solution Architect, Customer Service Management
ServiceNow

Paul McConnon

Director, Solution Consulting Architect, Customer Service Management
ServiceNow

At Alorica, we only do one thing - we make lives better. How? As the world’s leading platform for all customer interactions, we create insanely great experiences for customers fueled by innovative technology, advanced data analytics, and CX intelligence. Utilizing insights from more than 600 million consumer interactions curated annually, Alorica is a systems integrator of choice to 25 of the Fortune 50 healthcare companies, six of the 10 largest financial institutions, four of the five largest telecommunications companies, and five of the largest retail companies. We call the OC home, headquartered in Irvine, Calif., with more than 100,000 employees in approximately 140 locations across 16 countries and 11 time zones around the globe. Come view the latest location in the Alorica family. Experience our state-of-the-art building, learn about our unique, distinctive culture, and meet our utterly, insanely great team - all driven to help people and make lives better… one interaction at a time.

LIMITED TO 50 ATTENDEES

8:00 AM Check-In
8:30 AM Depart for Alorica
8:45 AM Tour and Presentation
10:45 AM Depart for The Mirage
11:00 AM Return to The Mirage


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Ashish Bisaria

Global Head of Client Advocacy & Innovation
Alorica

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Colleen Beers

SVP, Operations
Alorica

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Matt Driscoll

SVP, Operations
Alorica

Don’t miss this exciting tour of Las Vegas Valley Water District’s contact center, which employs 110 service professionals and processes 50,000 customer interactions a month for approximately 365,000 active water services. We will be meeting subject matter experts, touring multiple areas within the department and listening to a brief overview of the LVVWD organization history as well as current changes and future plans for technology for this water utility.  

LIMITED TO 50 ATTENDEES
7:45 AM Check-In
8:15 AM Depart for Las Vegas Valley Water District
8:30 AM Tour and Presentation
10:45 AM Return to The Mirage
11:00 AM Arrive at The Mirage
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Karen Basilotta

Customer Care Supervisor
Las Vegas Valley Water District

SITE TOUR 8: Zappos

7:45 am - 11:30 am
Ryo Zsun - The Culture Maestro, Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

7:45 AM Check-In
8:15 AM Depart for Zappos
9:00 AM Tour
10:00 AM Presentation and Q&A
11:00 AM Depart for The Mirage
11:30 AM Arrive to The Mirage

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Ryo Zsun

The Culture Maestro
Zappos Insights

SITE TOUR 9: Zappos

8:45 am - 12:30 pm
Ryo Zsun - The Culture Maestro, Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour
does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

8:45 AM Check-In
9:15 AM Depart for Zappos
10:00 AM Tour
11:00 AM Presentation and Q&A
12:00 PM Depart for The Mirage
12:30 PM Arrive to The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

11:00 am - 11:15 am Registration

CHOOSE ONE WORKSHOP OR SITE TOUR

WORKSHOP 4

11:15 am - 2:00 pm Take your Engagement and Retention to the Next Level
Christopher Mulligan - Founder and CEO, TalentKeepers
John Blowers - Associate Manager, Public Consulting Group (PCG)
It is important to create employee engagement and retention standards that push the envelope on both expectations and performance. This workshop will open your eyes to new ways to approach engagement and retention for bottom line results:

  • Increase awareness of at-risk and disengaged talent and develop ways to keep and re-engage them
  • Establish goals and accountability for engagement and attrition for all stakeholders
  • Leverage leaders to drive engagement and create teams who will stay longer, feel more satisfied, and deliver better performance.
  • Explore engagement and retention best practices that deliver results


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Christopher Mulligan

Founder and CEO
TalentKeepers

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John Blowers

Associate Manager
Public Consulting Group (PCG)

Leading brands adopt automation to evolve customer and employee engagement. They drive loyalty, satisfaction, revenue and efficiency in their contact centers. Join this session to learn best practices for extending your competitive advantage:

-          Empower your workforce with customer insights, knowledge and automation for better responses and experiences
-          Improve performance with targeted coaching and automated evaluation of all customer calls 
-          Transform your contact center in response to changing requirements and expectations  


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Carmit DiAndrea

VP, Portfolio Market Strategy
Verint

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Siobhan Miller

Sr. Director, Portfolio Market Strategy
Verint

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Nate Ford

Speech Analytics Analyst
Allianz Worldwide Partners

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Clare Dorrian

VP Global & AMERS Marketing
Verint

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Jamal Palmer

Pre Sales Solution Consultant
Verint

In today’s omnichannel world, the customer’s journey often spans a variety of traditional channels as well as emerging channels like video, chatbots, messaging apps, and IoT. Customers expect companies to have a connected view of their omnichannel journey but often struggle to deliver a seamless customer experience across channels. In this engaging workshop, learn how to map the omnichannel customer journey in real-time and proactively pivot with the customer to resolve their queries quickly, efficiently, and with the least amount of effort.
 


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Matthew Clare

Product Manager & CX Specialist
Mitel, MiContact Center

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George Despinic

Product Marketing Manager
Mitel

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Brenda Dunn Kinney

Founder
BDK & Associates, Ltd

SITE TOUR 10: LVVWD

10:45 am - 2:15 pm Las Vegas Valley Water District
Karen Basilotta - Customer Care Supervisor, Las Vegas Valley Water District
Don’t miss this exciting tour of Las Vegas Valley Water District’s contact center, which employs 110 service professionals and processes 50,000 customer interactions a month for approximately 365,000 active water services. We will be meeting subject matter experts, touring multiple areas within the department and listening to a brief overview of the LVVWD organization history as well as current changes and future plans for technology for this water utility.

LIMITED TO 50 ATTENDEES

10:45 AM Check-In
11:15 AM Depart for Las Vegas Valley Water District
11:45 AM Site Tour and Presentation
1:45 PM Depart for The Mirage
2:15 PM Arrive back to The Mirage
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Karen Basilotta

Customer Care Supervisor
Las Vegas Valley Water District

At Alorica, we only do one thing - we make
lives better. How? As the world’s leading
platform for all customer interactions, we
create insanely great experiences for
customers fueled by innovative technology,
advanced data analytics, and CX intelligence.
Utilizing insights from more than 600 million
consumer interactions curated annually,
Alorica is a systems integrator of choice to 25
of the Fortune 50 healthcare companies, six of
the 10 largest financial institutions, four of the
five largest telecommunications companies,
and five of the largest retail companies. We
call the OC home, headquartered in Irvine,
Calif., with more than 100,000 employees
in approximately 140 locations across 16
countries and 11 time zones around the
globe. Come view the latest location in the
Alorica family. Experience our state-of-the-art
building, learn about our unique, distinctive
culture, and meet our utterly, insanely great
team - all driven to help people and make lives
better… one interaction at a time.

LIMITED TO 50 ATTENDEES

Attendance on this tour is strictly limited to
corporate practitioners. Unfortunately we are
not able to include other outsourcers on the
tour experience.

10:45 AM Check-In
11:15 AM Depart for Alorica
11:30 AM Tour and Presentation
1:30 PM Return to Mirage


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Colleen Beers

SVP, Operations
Alorica

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Ashish Bisaria

Global Head of Client Advocacy & Innovation
Alorica

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Matt Driscoll

SVP, Operations
Alorica

2:00 pm - 2:15 pm Registration

CHOOSE ONE WORKSHOP OR SITE TOUR

WORKSHOP 7

2:15 pm - 5:00 pm CX DELIVERY OPTMIZATION 2018: Tackling your Biggest Challenges
Matthew Storm - Director of Product Marketing, Customer Experience Management, OpenText
This fast-paced workshop was delivered at CCW in 2016, and sold out in 2017 with over 200 attendees. The 2018 edition will includes feedback and tips gathered from CCW attendees and other industry practitioners to continue the discussion on process best practices in key operational areas focusing on people, process, technology and strategy. Improving the CX is not a one-time effort—it must evolve to answer the ever-changing needs of your business and your customers. Join this important, lively workshop discussion to learn more about:

  • Industry trends
  • Driving superior customer experience through improved employee engagement
  • Collaborating with new parts of your organization to optimize service delivery


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Matthew Storm

Director of Product Marketing, Customer Experience Management
OpenText

WORKSHOP 8

2:15 pm - 5:00 pm Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies to the Contact Center Industry
Emily Deragon - Senior Solutions Manager, Speech Analytics, SiriusXM
While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this technology for contact centers to support of number of use cases. The opportunities to improve customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real.  But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also learn about the areas where most clients DO in fact see ROI and what they do to achieve it.
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Emily Deragon

Senior Solutions Manager, Speech Analytics
SiriusXM

WORKSHOP 9

2:15 pm - 5:00 pm Build-a-Bot: Einstein Artificial Intelligence Campfire
Marc Hutchinson - Master Solution Engineer, Salesforce
During today’s Build-a-Bot Campfire event, you’ll be blazing a trail to happy customers and happy agents on the world’s #1 customer service platform. Our Service Cloud trail guides will lead you down a path to faster, smarter customer service. You’ll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with a live Salesforce chatbot built with Einstein artificial intelligence. Everyone who completes this workshop leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Chatbots that drives agent productivity and customer satisfaction in a whole new way.
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Marc Hutchinson

Master Solution Engineer
Salesforce

We will be visiting one of Hilton Grand Vacations’ three contact centers located in the warehouse district of Las Vegas. The rapidly growing contact center launched 3 years ago with 150 employees and now employs 700 in a 30,000 square foot building. In 2018, the center is expected to sell 350,000 vacation packages. The contact center is primarily a sales center with 275 agents handing inbound sales and 175
agents responsible for outbound sales of vacation packages and time shares. The tour experience will cover three key topics: training, recruitment and technology.

2:00 PM Check-In
2:30 PM Depart for Hilton Grand Vacations
3:00 PM Site Tour and Presentation
4:30 PM Depart for The Mirage
5:15 PM Arrive back to The Mirage
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Bob Balisteri

Senior Director of Call Centers
Hilton Grand Vacations

We are off to visit the call center of a live event global, full service provider. GES has the largest global footprint in the industry and covers clients’ most critical event needs including strategy, design, execution, logistics, AV, event accommodations and more. We will visit their award-winning, J.D. Power certified National Servicenter that employs 100+ service professionals. It’s located here in Las Vegas at GES’ flagship operation at 7000 Lindell Road. We will see firsthand how their passionate employees deliver unparalleled service and consistent execution of experiences that excite and engage.

2:00 PM Check-In
2:30 PM Depart for Global Experience Specialists
3:00 PM Site Tour and Presentation
4:30 PM Depart for The Mirage
5:15 PM Arrive Back to the Mirage
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Linda Chandler

Resolutions Manager NSC
GES

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Sheila Glenn

Manager of National Service Center
GES

SITE TOUR 21: TELUS International

2:00 pm - 5:15 pm
Marc Heitzman - Site Director, TELUS International
Don't miss the opportunity to visit a very unique contact center that happens to be one of the nicest facilities around -- captive or outsourced. We will be touring the TELUS International outsourced contact center which includes 1200 seats and serves large Fortune 500 brands. Discover how customer experience innovation is achieved through spirited teamwork, agile thinking and a caring culture that puts both employees and customers first. Hear about the "Culture Value Chain" - a unique formula for equating highly-engaged frontline team members to clients' top line growth. Discover how corporate culture is a competitive advantage and how it shows in high employee engagement scores and low attrition rates in this outsourced environment.

LIMITED TO 50 ATTENDEES

Attendance on this tour is strictly limited
to corporate practitioners. Unfortunately
we are not able to include other
outsourcers on the tour experience.

2:00 PM Check-In
2:30 PM Depart for TELUS
3:00 PM Tour and Presentation
5:00 PM Return to The Mirage
5:15 PM Arrive Back to The Mirage
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Marc Heitzman

Site Director
TELUS International

5:30 pm - 6:30 pm

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 newbies to CCW, learn how to navigate the program and make the most of your CCW experience.

6:30 pm - 7:30 pm CCW EXCELLENCE AWARDS WELCOME RECEPTION



7:30 pm - 10:30 pm The customer contact industry’s most anticipated awards ceremony of the year is back!

Join us on the evening of June 19th as we celebrate the most prestigious leaders and companies in the industry. Our evening will consist of a cocktail reception, the awards presentation, and entertainment by world renowned performer, ventriloquist and winner of America’s Got Talent Season 10, Paul Zerdin.




Day 2 Concludes