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 GenesysJohn Pompei - Head of Player Experience Operations Electronic Arts
CCW 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!
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
Jeanne Bliss - President Customer Bliss“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 MogulJeanne Bliss - President Customer Bliss
Looking 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 World Richard Litvack - Senior Vice President, Digital Self Servicing CitiDavid Rastatter - Senior Product Marketing Manager Aspect
IDG 2
11:00 am - 12:50 pm Blend Human and Digital Interaction+ Bridge the digital and human experiences
+ Provide convenience, value and personalization
IDG 3
11:00 am - 12:50 pm Drive Superior CX Through Improved Employee Engagement Martin Lampman - Director Customer Support Operations, Social Responsibility and Communications British Columbia Lottery Corporation (BCLC)+ Empower agents and provide them with the tools for success
+ Use gamification to motivate your workforce
Martin Lampman
Director Customer Support Operations, Social Responsibility and CommunicationsBritish Columbia Lottery Corporation (BCLC)
IDG 4
11:00 am - 12:50 pm Leveraging Artificial Intelligence, Robotics and IoT in your Customer Engagement Center Anne Palmerine - AVP Customer Engagement & Enrollment Services UPMC Health Plan+ Leverage emerging technology to enhance customer experience
+ Take a customer-centric approach to product development
IDG 5
11:00 am - 12:50 pm Revamp Your Phone Channel Approach with Intelligent Automation Lance Hood - VP of Marketing TRUSTID+ Create trusted caller flows to improve operations and fraud detection
+ Use new technologies to shorten calls, expand self-service and lower costs
+ Improve both customer and agent
Sponsored by: TRUSTID
IDG 6
11:00 am - 12:50 pm Build the Business Case for Bringing Your Contact Center Back Home to the USA Nour Addine Ayyoub - Founder & CEO ZaiLab+ Where should you look for hard and soft returns
+ How AI can help you manage home agents
Sponsored by: Zailab
THE EFFICIENT WORKFORCE
IDG 7
11:00 am - 12:50 pm Watch for Agent Burnout Sue Cloutier - Operations Manager Mayo Clinic Mayo Medical LaboratoriesJulie Bicknese - Specialty Supervisor Mayo Clinic Mayo Medical Laboratories
+ Create variety in your agent’s day to day roles to avoid the“Queue Monkey” scenario
+ Watch for subtle signs of burn-out – even in remote environnments – through 1 to 1 video calls, and chat
IDG 8
11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile Culture Dustin Cheek - Vice President Contact Center Prime Therapeutics+ Lead a generation that has shorter attention spans, consumes content all-the-time and on-the-go, and (60%) stay at a job for less than three years
+ Ramp up your hiring, coaching, and mentoring programs and create an inclusive culture
IDG 9
11:00 am - 12:50 pm Separating Hype from Reality: A Practical Approach for Incorporating Machine Learning into your Contact Center Matt Sanger - Manager, Operations BARKRick Nucci - Co-Founder & CEO Guru
+ Distinguish fact from fiction as we explore how machine learning is impacting each facet of the customer experience
+ Learn what’s real, what’s hype, and best practices for creating a practical strategy for incorporating Machine Learning into your contact center
IDG 10
11:00 am - 12:50 pm Lead “Agents of Change” Wendy Welser - Director, Customer Service Municipal & Commercial Business Veolia North America+ Arm your team with the skills needed to help understand what’s important to customers
+ Help navigate customers through the technology transformation
Wendy Welser
Director, Customer Service Municipal & Commercial BusinessVeolia North America
IDG 11
11:00 am - 12:50 pm Intuitive Training: Focus on Agent Empowerment Bruce Wedderburn - Chief Sales Officer Integrity Solutions+ Bridging the gap between customer service and sales. How offering further value sets you apart from competitors
+ The upsides of conversation skills and a problem-solving mentality vs. ‘script reading’ to creating customer advocacy, not just satisfaction
Sponsored by: Integrity Solutions
IDG 12
11:00 am - 12:50 pm B2B Customer Service in a Multichannel Environment+ Nuances of continuous improvement in B2B vs. B2C
+ Equipping trade customers to deliver on their own CX
EFFORTLESS INTERACTIONS
IDG 13
11:00 am - 12:50 pm Develop Your CX Journey Map Bob Azman - VP Traveler Services, Americas and Global Carlson Wagonlit TravelErin Wilson - Sr. Solutions Consultant Five9
+ Create a visual portrayal of the many touch points where a customer interacts with your brand
+ Ensure the customer has a consistent, effortless experience
Sponsored by: Five9
IDG 14
11:00 am - 12:50 pm Are you Easy to do Business With? Corey Robinson - Cigna Service Operations, Pharmacy Customer Advocacy Cigna ServiceBrian Quigg - Sales Director Virtual Hold Technology
+ Reduce customer friction and make it easy for customers to do business with you.
+ Deliver an efficient customer experience and give customers their time back.
IDG 15
11:00 am - 12:50 pm Self Service vs. Assisted Service Ron Lambert - Director of Contact Center Product Strategy WestMony Chhay - Senior Sales Engineer West
IDG 16
11:00 am - 12:50 pm Reduce Effort – Internally and Externally+ Speed up communication with customers in an omni channel environment
+ Explore ways to either use multiple platforms or one aggregated set for your business needs
Sponsored by: ServiceNow
IDG 17
11:00 am - 12:50 pm Using AI-Assistance to Deliver a Personalized Service Strategy John Pompei - Head of Player Experience Operations Electronic ArtsMatt Holloway - Strategic Partnership Director IMImobile
Ajit Patankar - VP, Product IMImobile
+ How messaging-based bot automation can transform efficiency across all digital channels
+ Launch digital tools for speed and efficiency and delivering on business metrics
IDG 18
11:00 am - 12:50 pm Best Practices for Customer Adoption of Self Service or New Channels Mike Asebrook - Director, Product Marketing - Customer Service PegasystemsBen Barton - Sr. Business Consultant, Customer Service Pegasystems
+We often focus onwhy to do it, how to build it, and how to have the information available across the organization but what are best practices for adoption?
+ Educate and support customers
CUSTOMER EXPERIENCE
IDG 19
11:00 am - 12:50 pm Millennials – They’re Taking Over Purse Strings Bruno Bertini - VP Field Marketing, Americas Genesys+ What’s the best way to capture this market?
+ How can provide speedy service?
Sponsored by: Genesys
IDG 20
11:00 am - 12:50 pm Create a Customer Centric Culture Bill Gessert - President International Customer Service AssociationBrian Gilman - VP of Product Management Vonage
IDG 21
11:00 am - 12:50 pm Social Media ModerationIDG 22
11:00 am - 12:50 pm Automated Customer Care with a Human Touch Dan Fox - Sr. Field Marketing Manager InteractionsErik Lamb - Sr. Product Manager (Digital) Interactions
IDG 23
11:00 am - 12:50 pm Power Great Experiences Across Digital Channels Dennis Menard - Chief Technology Officer ComputerTalkBrandon Viamonte - VP, Business Development ComputerTalk
IDG 24
11:00 am - 12:50 pm PCI DSS Compliance: Does it Eliminate Breaches? Michael Cohen - Vice President of Project Management & Operations Support Macy'sGrafton Potter - Vice President North American Sales PCIpal
VOC/ANALYTICS
IDG 25
11:00 am - 12:50 pm Integrate VOC Programs into Customer Journey Mapping Ronny Haimé - VP - Global Head of Service Delivery GrouponSteve Gray - VP Sales TASKE Technology Inc.
IDG 26
11:00 am - 12:50 pm Ensure Oversight of Robotic Process Automation (RPA) through Analytics Val Matula - Vice President and CTO - Emerging Products and Technology Avaya
IDG 27
11:00 am - 12:50 pm The Power of Listening Dan Puterbaugh - Director of Strategic Development Adobe Document Cloud+ Deliver unprecedented customer support across multiple channels
+ Generate consistent customer feedback to deliver seamless, personalized customer support
IDG 28
11:00 am - 12:50 pm Leverage VOC Data for Visual Storytelling Brian Garr - Chief Revenue Officer GoVivace+ Transform voice of customer data into meaningful messages
+ Generate empathy within senior leadership through your VOC program
IDG 29
11:00 am - 12:50 pm Multi-Channel VOC Platforms Ranjith Boyanapalli - Vice President of Product Flipkart+ Create a Voice of the Customer Command Center as a platform to consolidate and analyze different feedback dimensions
+ Incorporate unstructured (text, speech, social) feedback along with enterprise data (CRM, POS, web)
IDG 30
11:00 am - 12:50 pm Transitioning to Meet Customer Expectations with Chat Heidi Rote - Director of North America Sales Center Jenny Craig+ View customer engagement as an entire journey beyond the transaction
+ Influence and design conversations that engage customers and improve top and bottom line
12:50 pm - 2:00 pm 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 Host’s Opening Remarks Craig Downing - Sr. Director, Global Cloud Marketing & Demand Generation 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 UberUber is one of the fastest growing
companies in the world and yet, four
years ago, Uber didn’t even have a
centralized support organization. Today,
they have 30,000+ teammates around
the world delivering support across
600+ cities and 35+ languages. This
type of growth forced the organization to
design a transformative support model
for ridesharing that has scaled as the
company explored new ventures such
as UberEATS and UberFreight. Find out
how Uber has reimagined the support
experience by using technology and a
customer-centric culture.
TRACK 2: PEOPLE
2:00 pm - 2:10 pm Host’s Opening Remarks Ashish Bisaria - Global Head of Client Advocacy & Innovation 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 Host’s Opening Remarks Erin Wilson - Sr. Solutions Consultant Five9TRACK 3: PROCESS
2:10 pm - 2:55 pm TRACK KEYNOTE: How to Create Engaging Experiences that Get Shared on Social Media Dan Gingiss - Author "Winning at Social Media" & Podcaster
TRACK 4: TECHNOLOGY
2:00 pm - 2:10 pm Host’s Opening Remarks Brandon Penn - Head of Market Intelligence Twilio
TRACK 4: TECHNOLOGY
2:10 pm - 2:55 pm TRACK KEYNOTE: The Future of Digital Innovation in CX with Walgreens Rex Swords - Vice President, Pharmacy and Retail Operations and Planning WalgreensBy 2020 90%+ of engagements are predicted to start online but major silos continue to exist across all channels. Join Walgreens to learn their revolutionary approach that allows all channels and individual customer preferences to be integrated. This Omnichannel journey is transforming the next wave of Customer Experience.
Sponsored 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 Providing a Cohesive, Positive Customer Experience through Omnichannel Support Ruby Kandah - Director, Business Applications DoorDash
TRACK 3: PROCESS
3:00 pm - 3:45 pm Managing a Real-World Cloud Migration Enabling CX Strategies Brian Court - Director of End User Support IntralinksAlton Harewood - CX Solutions Consultant 8x8
- Aging PBXs with limited upgrade options and high on-premises telephony costs are bad enough, add to that a global requirement and supporting Customer Experience strategy and these real world issues can be a headache
- Hear how Intralinks met this challenge head on by navigating his migration to the cloud with 8x8 and what he enabled to broaden strategic CX options for his organization
TRACK 4: TECHNOLOGY
3:00 pm - 3:45 pm CLIENT CASE STUDY: How NICE Transformed Customer Support for its Global Customers Eyal Lubin - Director of Service Operations NICE
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 MovingDan Gingiss - Author "Winning at Social Media" & Podcaster
We’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
