June 24 - 28, 2019
The Mirage, Las Vegas


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

8:00 am - 8:20 am GRAND OPENING

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 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

“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!


9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: Demo Drive

Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

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!

10:50 am - 11:00 am Transition Time


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



11:00 am - 12:50 pm Reinvest in the New IVR in a Digital World
+ Use Big Data to create a predictive IVR experience
+ Leverage multiple emerging technologies to simplify CX including visual IVR and intent based IVR


11:00 am - 12:50 pm Blend Human and Digital Interaction
+ Bridge the digital and human experiences
+ Provide convenience, value and personalization


11:00 am - 12:50 pm Drive Superior CX Through Improved Employee Engagement
+ Empower  agents and provide them with the tools for success
+ Use gamification to motivate your workforce


11:00 am - 12:50 pm Leveraging Artificial Intelligence, Robotics and IoT in your Customer Engagement Center
+ Leverage emerging technology to enhance customer experience
+ Take a customer-centric approach to product development


11:00 am - 12:50 pm Revamp Your Phone Channel Approach with Intelligent Automation
+ 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


11:00 am - 12:50 pm Build the Business Case for Bringing Your Contact Center Back Home to the USA
+ Where should you look for hard and soft returns
+ How AI can help you manage home agents



11:00 am - 12:50 pm Watch for Agent Burnout
+ 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


11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile Culture
+ 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


11:00 am - 12:50 pm Separating Hype from Reality: A Practical Approach for Incorporating Machine Learning into your Contact Center
+ 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”
+ Arm your team with the skills needed to help understand what’s important to customers
+ Help navigate customers through the technology transformation

IDG 11

11:00 am - 12:50 pm Intuitive Training: Focus on Agent Empowerment
+ 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

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


IDG 13

11:00 am - 12:50 pm Develop Your CX Journey Map
+ Create a visual portrayal of the many touch points where a customer interacts with your brand
+ Ensure the customer has a consistent, effortless experience

IDG 14

11:00 am - 12:50 pm Are you Easy to do Business With?
+ 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
+ Take the customer’s lens and meet them where they want
+ Strategize how automation plays into this

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

IDG 17

11:00 am - 12:50 pm Using AI-Assistance to Deliver a Personalized Service Strategy
+ 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
+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


IDG 19

11:00 am - 12:50 pm Millennials – They’re Taking Over Purse Strings
+ What’s the best way to capture this market?
+ How can provide speedy service?

IDG 20

11:00 am - 12:50 pm Create a Customer Centric Culture
+ Create a culture that recognizes the value of customer care employees
+ Recognize the direct link between customer satisfaction

IDG 21

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

IDG 22

11:00 am - 12:50 pm Automated Customer Care with a Human Touch
+ How can machines (AI) and humans work together in a shared prosperity model?

+ Deliver great customer care - any time, any where

IDG 23

11:00 am - 12:50 pm Power Great Experiences Across Digital Channels
+ Design, orchestrate, personalize and deliver journeys at scale across all channels
+ Break your digital channels out of their silos to provide true omnichannel experiences

IDG 24

11:00 am - 12:50 pm PCI DSS Compliance: Does it Eliminate Breaches?
+ Why pause and resume isn’t enough
+ Understand the difference between de-scoping and compliance


IDG 25

11:00 am - 12:50 pm Integrate VOC Programs into Customer Journey Mapping
+ Develop customer journey maps that align internal teams around creating innovative experiences
+ Integrate VOC tools with analytical tools

IDG 26

11:00 am - 12:50 pm Ensure Oversight of Robotic Process Automation (RPA) through Analytics

IDG 27

11:00 am - 12:50 pm The Power of Listening
+ 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
+ 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
+ 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
+ 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


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!


2:00 pm - 2:10 pm Host’s Opening Remarks


2:10 pm - 2:55 pm TRACK KEYNOTE: Develop a Scalable, Transformative Support Model
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.


2:00 pm - 2:10 pm Host’s Opening Remarks


2:10 pm - 2:55 pm TRACK KEYNOTE: Culture: It’s Not What’s on the Walls, It’s What’s in the Halls


2:00 pm - 2:10 pm Host’s Opening Remarks


2:10 pm - 2:55 pm TRACK KEYNOTE: How to Create Engaging Experiences that Get Shared on Social Media


2:00 pm - 2:10 pm Host’s Opening Remarks


2:10 pm - 2:55 pm TRACK KEYNOTE: The Future of Digital Innovation in CX with 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.

2:55 pm - 3:00 pm Transition Time


3:00 pm - 3:45 pm Creating a Compelling and Efficient Customer Experience


3:00 pm - 3:45 pm Providing a Cohesive, Positive Customer Experience through Omnichannel Support


3:00 pm - 3:45 pm Managing a Real-World Cloud Migration Enabling CX Strategies
  • 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


3:00 pm - 3:45 pm CLIENT CASE STUDY: How NICE Transformed Customer Support for its Global Customers

3:45 pm - 4:45 pm NETWORKING BREAK IN THE EXPO HALL: It’s 5 O’Clock Somewhere Happy Hour

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.


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

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!

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