DAY 3: MAIN CONFERENCE AND EXPO
7:00 am - 8:00 am Check-In
8:00 am - 8:20 am GRAND OPENING
Dan Rood, VP Product Marketing,Genesys Mario Matulich, Executive Director,Customer Management PracticeCCW kicks off in style! Join our conference chair and advisory board leadership as they welcome you to the world’s largest customer contact event, showcase CCW’s new look as Customer Contact Week, and talk speed and efficiency for world-class service.
8:20 am - 9:05 am CCW SHARK OPENING KEYNOTE: Leading your Team to Greatness
Barbara Corcoran, ,Best Selling Author and Business MogulBarbara Corcoran built the largest residential company in New York City, The Corcoran Group. She did it by choosing the right people. In addition, Corcoran has been an investor/Shark for the past nine seasons on ABC’s four-time Emmy award winning show, Shark Tank.
Barbara shares her best strategies for getting teams motivated and moving forward, for hiring the right people and firing the wrong ones, for creating an atmosphere of fun, and for forging ahead when the chips are down. Barbara’s unique and practical lessons will help all customer focused executives take their customer experience and business to the next level of excellence.
Interested for more information on the full agenda? View the brochure now!
Sponsored by: Vonage Business
9:05 am - 9:50 am CCW INFLUENCER KEYNOTE: Would You Do That to Your Mother? The New Standard for How to Treat Your Customers
“Would you do that to your mother?” is one guiding question to earn your customers’ love and grow your business. This simple litmus test helps pinpoint the causes of customer unrest so your company can shift toward anticipating needs, extending empathy and care, and showing respect at all times. Customers crave the same gentle treatment, simple directions, and honorable behavior that our mothers demanded of us. In this inspiring keynote, Jeanne Bliss will ask our audience to pause, review, and consider actions through the “mom lens.” Whether you’re contemplating your company’s return policy, its social media presence, its big-picture strategy, or the frontline serving customers, this one question offers a powerful tool to calibrate your response. The keynote will incorporate case studies of companies that converted “frustrated mom moments” into “make mom proud” moments.
EXPO HALL OPENS
9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: Demo Drive
Barbara Corcoran, ,Best Selling Author and Business MogulLooking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.
BOOK SIGNINGS:
Would You Do That To Your Mother?
Jeanne Bliss
Shark Tales: How I Turned $1,000 Into a Billion Dollar Business!
Barbara Corcoran
10:50 am - 11:00 am Transition Time
NEW INTERACTIVE DISCUSSION GROUPS (IDGs)
Attendees will be sorted into groups of 20 to take part in Interactive Discussions focused on today’s hot topics. Upon registration, you are provided the opportunity to select three topics, and you will rotate between your choices on-site every 30 minutes. These sessions repeat 3 times with 10 minutes transition in between each.
Select one IDG for each timeslot: 11:00 AM-11:30 AM | 11:40 AM-12:10 PM | 12:20 PM-12:50 PM
INTELLIGENT AUTOMATION
IDG 1
11:00 am - 12:50 pm Reinvest in the New IVR in a Digital WorldIDG 2
11:00 am - 12:50 pm Blend Human and Digital InteractionSponsored by: SAP Hybris
IDG 3
11:00 am - 12:50 pm Drive Superior CX Through Improved Employee EngagementIDG 4
11:00 am - 12:50 pm Leveraging Artificial Intelligence, Robotics and IoT in your Customer Engagement CenterSponsored by: Appian
IDG 5
11:00 am - 12:50 pm Revamp Your Phone Channel Approach with Intelligent AutomationSponsored by: TRUSTID
IDG 6
11:00 am - 12:50 pm Build the Business Case for AI and AutomationSponsored by: Zailab
THE EFFICIENT WORKFORCE
IDG 7
11:00 am - 12:50 pm Watch for Agent BurnoutIDG 8
11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile CultureIDG 9
11:00 am - 12:50 pm RPA: A New Era of Employee EngagementIDG 10
11:00 am - 12:50 pm Lead “Agents of Change”IDG 11
11:00 am - 12:50 pm Intuitive Training: Focus on Agent EmpowermentSponsored by: Integrity Solutions
IDG 12
11:00 am - 12:50 pm B2B Customer Service in a Multichannel Environment
EFFORTLESS INTERACTIONS
IDG 13
11:00 am - 12:50 pm Develop Your CX Journey MapSponsored by: Five9
IDG 14
11:00 am - 12:50 pm Are you Easy to do Business with?Sponsored by: Virtual Hold Technology
IDG 15
11:00 am - 12:50 pm Self Service vs. Assisted ServiceIDG 16
11:00 am - 12:50 pm Reduce Effort – Internally and ExternallyIDG 17
11:00 am - 12:50 pm Develop a Personalized Strategy to Deliver Efficient ServicesIDG 18
11:00 am - 12:50 pm Best Practices for Customer Adoption of Self Service or New ChannelsSponsored by: Pegasystems
CUSTOMER EXPERIENCE
IDG 19
11:00 am - 12:50 pm Millennials – They’re Taking Over Purse StringsSponsored by: Genesys
IDG 20
11:00 am - 12:50 pm Create a Customer Centric CultureIDG 21
11:00 am - 12:50 pm Social Media ModerationIDG 22
11:00 am - 12:50 pm Find the Balance Between Bots and HumansIDG 23
11:00 am - 12:50 pm Power Great Experiences Across Digital ChannelsIDG 24
11:00 am - 12:50 pm PCI DSS Compliance: Does it Eliminate Breaches?
VOC/ANALYTICS
IDG 25
11:00 am - 12:50 pm Integrate VOC Programs into Customer Journey MappingIDG 26
11:00 am - 12:50 pm Ensure Oversight of Robotic Process Automation (RPA) through AnalyticsIDG 27
11:00 am - 12:50 pm The Power of ListeningIDG 28
11:00 am - 12:50 pm Visualize VOC: Real Time Data UsageIDG 29
11:00 am - 12:50 pm Multi-Channel VOC PlatformsIDG 30
11:00 am - 12:50 pm Transition from a Service Culture to a CX Culture12:50 pm - 2:00 pm Strolling Networking Lunch in the Expo Hall
TRACK SESSIONS
Customize your CCW experience. 45 minute track sessions allow for a sampling of key best practices in strategy, people, process and technology.
Attending as a group? Divide, conquer, and share notes!
TRACK 1: EXECUTIVE CLUB
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: Salesforce
TRACK 1: EXECUTIVE CLUB
2:10 pm - 2:55 pm TRACK KEYNOTE: Develop a Scalable, Transformative Support Model Janelle Sallenave, Head of Customer Support North America,Uber
TRACK 2: PEOPLE
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: Alorica
TRACK 2: PEOPLE
2:10 pm - 2:55 pm TRACK KEYNOTE: Culture: It’s Not What’s on the Walls, It’s What’s in the Halls Nick Friedman, President and Co-Founder,College Hunks Hauling Junk and College Hunks Moving
TRACK 3: PROCESS
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: Five9
TRACK 3: PROCESS
2:10 pm - 2:55 pm TRACK KEYNOTE: Create Engaging Experiences and Respond Instantly on Social Media Dan Gingiss, Author ,"Winning at Social Media" & Podcaster
TRACK 4: TECHNOLOGY
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: ServiceNow
TRACK 4: TECHNOLOGY
2:10 pm - 2:55 pm TRACK KEYNOTE: Replacing Legacy Contact Center Systems with an Omnichannel CX SolutionSponsored by: Genesys
2:55 pm - 3:00 pm Transition Time
TRACK 1: EXECUTIVE CLUB
3:00 pm - 3:45 pm Creating a Compelling and Efficient Customer Experience Josh Ives, Vice President, Customer Experience,Samsung Electronics
TRACK 2: PEOPLE
3:00 pm - 3:45 pm Leading Today’s Multi- Generational WorkforceSponsored by: 8x8, Inc.
TRACK 3: PROCESS
3:00 pm - 3:45 pm Transforming a Complex Contact Center Into a High Performing, Digital-First OrganizationSponsored by: Five9
TRACK 4: TECHNOLOGY
3:00 pm - 3:45 pm Take Workforce Support Technology to the Next Level in the CloudSponsored by: ServiceNow
3:45 pm - 4:45 pm NETWORKING BREAK IN THE EXPO HALL: It’s 5 O’Clock Somewhere Happy Hour
Nick Friedman, President and Co-Founder,College Hunks Hauling Junk and College Hunks Moving Dan Gingiss, Author ,"Winning at Social Media" & PodcasterWe’re starting happy hour early! Visit some of our sponsor booths, make some new connections and grab a drink before the final session of the day.
BOOK SIGNINGS
The Effortless Entrepreneur
Nick Friedman
Winning at Social Customer Care
Dan Gingiss
4:45 pm - 5:30 pm CCW KEYNOTE: Deliver a “Wow” Experience: Chewy Makes Pet Happiness Happen
Kelli Durkin, VP Customer Service,Chewy.comChewy, the largest online pet retailer offers the best selection of pet food and supplies with the convenience of home delivery, and of course, exceptional customer service. The team of more than 1,000 Chewtopians services millions of customers in the U.S. Chewy is setting a new standard for customer service by offering efficient 24/7 phone, chat, email and social support and delighting customers every day. Agents answer all phone calls within 4 seconds, respond to live chats within 6 seconds, resolve all emails within 20 minutes and average under 5 minutes response time on social media channels. Behind Chewy’s success is a group of hardworking folks with a deep-rooted passion for pets and a penchant for being spectacular at everything they do. Kelli Durkin, who has been with the company since nearly the beginning, has one objective: wowing customers by giving them the best customer service experience possible. Discover how Chewy’s team embraces challenge with bare hands and believe that a customer-oriented culture is the only way to live.
5:30 pm - 7:00 pm Cocktail Reception in the Expo Hall
What a day! The first day of the main conference is always exciting and full of valuable information and key takeaways. Share what you’ve learned and network even further with your peers in the Expo Hall with cocktails, hors d’oeuvres and a live band.
Sponsored by: CallMiner
Sponsored by: ServiceNow
Sponsored by: Zailab
7:00 pm - 7:55 pm Official CCW After Party at The Still
Sponsored by: TransPerfect Connect
