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

DAY 3: MAIN CONFERENCE AND EXPO

7:00 am - 8:00 am Check-In

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.
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Dan Rood

VP Product Marketing
Genesys

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John Pompei

Head of Player Experience Operations
Electronic Arts

8:20 am - 9:05 am CCW SHARK OPENING KEYNOTE: Leading your Team to Greatness

Barbara Corcoran - , Best Selling Author and Business Mogul
Barbara 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!
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Barbara Corcoran


Best Selling Author and Business Mogul

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.

Interested for more information on the full agenda? View the brochure now!
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Jeanne Bliss

President
Customer Bliss

EXPO HALL OPENS

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

Interested for more information on the full agenda? View the brochure now!
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Barbara Corcoran


Best Selling Author and Business Mogul

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Jeanne Bliss

President
Customer Bliss

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

+ Use Big Data to create a predictive IVR experience
 
+ Leverage multiple emerging technologies to simplify CX including visual IVR and intent based IVR
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Richard Litvack

Senior Vice President, Digital Self Servicing
Citi

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David 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
+ Empower  agents and provide them with the tools for success
 
+ Use gamification to motivate your workforce
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Martin Lampman

Director Customer Support Operations, Social Responsibility and Communications
British 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
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Anne Palmerine

AVP Customer Engagement & Enrollment Services
UPMC Health Plan

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


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Lance Hood

VP of Marketing
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


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Nour Addine Ayyoub

Founder & CEO
ZaiLab

THE EFFICIENT WORKFORCE

+ 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
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Sue Cloutier

Operations Manager
Mayo Clinic Mayo Medical Laboratories

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Julie Bicknese

Specialty Supervisor
Mayo Clinic Mayo Medical Laboratories

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
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Dustin Cheek

Vice President Contact Center
Prime Therapeutics

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, BARK
Rick 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
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Matt Sanger

Manager, Operations
BARK

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Rick Nucci

Co-Founder & CEO
Guru

+ Arm your team with the skills needed to help understand what’s important to customers
 
+ Help navigate customers through the technology transformation
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Wendy Welser

Director, Customer Service Municipal & Commercial Business
Veolia 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


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Bruce Wedderburn

Chief Sales Officer
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

+ Create a visual portrayal of the many touch points where a customer interacts with your brand
 
+ Ensure the customer has a consistent, effortless experience


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Bob Azman

VP Traveler Services, Americas and Global
Carlson Wagonlit Travel

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Erin Wilson

Sr. Solutions Consultant
Five9

+ 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.
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Corey Robinson

Cigna Service Operations, Pharmacy Customer Advocacy
Cigna Service

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Brian Quigg

Sales Director
Virtual Hold Technology

+ Take the customer’s lens and meet them where they want
 
+ Strategize how automation plays into this
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Ron Lambert

Director of Contact Center Product Strategy
West

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Mony 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


+ How messaging-based bot automation can transform efficiency across all digital channels
 
+ Launch digital tools for speed and efficiency and delivering on business metrics
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John Pompei

Head of Player Experience Operations
Electronic Arts

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Matt Holloway

Strategic Partnership Director
IMImobile

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Ajit Patankar

VP, Product
IMImobile

+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
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Mike Asebrook

Director, Product Marketing - Customer Service
Pegasystems

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Ben Barton

Sr. Business Consultant, Customer Service
Pegasystems

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?


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Bruno Bertini

VP Field Marketing, Americas
Genesys

+ Create a culture that recognizes the value of customer care employees
 
+ Recognize the direct link between customer satisfaction
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Bill Gessert

President
International Customer Service Association

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Brian Gilman

VP of Product Management
Vonage

IDG 21

11:00 am - 12:50 pm Social Media Moderation

+ How can machines (AI) and humans work together in a shared prosperity model?

+ Deliver great customer care - any time, any where
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Dan Fox

Sr. Field Marketing Manager
Interactions

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Erik Lamb

Sr. Product Manager (Digital)
Interactions

+ Design, orchestrate, personalize and deliver journeys at scale across all channels
 
+ Break your digital channels out of their silos to provide true omnichannel experiences
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Dennis Menard

Chief Technology Officer
ComputerTalk

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Brandon Viamonte

VP, Business Development
ComputerTalk

+ Why pause and resume isn’t enough
 
+ Understand the difference between de-scoping and compliance
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Michael Cohen

Vice President of Project Management & Operations Support
Macy's

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Grafton 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, Groupon
Steve Gray - VP Sales, TASKE Technology Inc.
+ Develop customer journey maps that align internal teams around creating innovative experiences
 
+ Integrate VOC tools with analytical tools


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Ronny Haimé

VP - Global Head of Service Delivery
Groupon

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Steve 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

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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
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Dan Puterbaugh

Director of Strategic Development
Adobe Document Cloud

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
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Brian Garr

Chief Revenue Officer
GoVivace

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)
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Ranjith Boyanapalli

Vice President of Product
Flipkart

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
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Heidi Rote

Director of North America Sales Center
Jenny Craig

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
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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, Uber
Uber 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.
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Janelle Sallenave

Head of Customer Support North America
Uber

TRACK 2: PEOPLE

2:00 pm - 2:10 pm Host’s Opening Remarks
Ashish Bisaria - Global Head of Client Advocacy & Innovation, Alorica


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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

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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, Five9


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Erin Wilson

Sr. Solutions Consultant
Five9

TRACK 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

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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


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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, Walgreens
By 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.


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Rex Swords

Vice President, Pharmacy and Retail Operations and Planning
Walgreens

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

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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



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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, Intralinks
Alton 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
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Brian Court

Director of End User Support
Intralinks

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Alton Harewood

CX Solutions Consultant
8x8

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



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Eyal Lubin

Director of Service Operations
NICE

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
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Nick Friedman

President and Co-Founder
College Hunks Hauling Junk and College Hunks Moving

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Dan Gingiss

Author
"Winning at Social Media" & Podcaster

4:45 pm - 5:30 pm CCW KEYNOTE: Deliver a “Wow” Experience: Chewy Makes Pet Happiness Happen

Kelli Durkin - VP Customer Service, Chewy.com
Chewy, 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.

Interested for more information on the full agenda? View the brochure now!
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Kelli Durkin

VP Customer Service
Chewy.com

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.






7:00 pm - 7:55 pm Official CCW After Party at The Still