DAY 4: MAIN CONFERENCE AND EXPO
7:00 am - 8:00 am Check-In
8:00 am - 8:20 am Opening Remarks
Dan Rood, VP Product Marketing,Genesys
8:20 am - 9:05 am OPENING KEYNOTE: Deliver Success, Effort and Emotion While Leveraging AI
Jason Bradshaw, Chief Customer Officer,Volkswagen Group AustraliaWith the continual pressure to reduce cost while enhancing customer experience, new technologies like Artificial Intelligence (AI) will undoubtedly be under consideration. In this session, we will explore how AI can be leveraged to ensure that you continue to deliver across these three key customer touch points: Success, Effort and Emotion.
9:05 am - 9:50 am KEYNOTE PANEL: Power Great Experiences Across Digital Channels
Carol Brolley, President of Global Business Service Operations,United Parcel Service (UPS) Tom Karinshak, EVP of Customer Care,Comcast Dylan Astle, Chief Operating Officer,DirectBuyAs mobility and digitization continue to grow, impressing customers and delivering seamless service is even more challenging. In this keynote panel, discover how to deepen customer engagement and drive hyper growth.
- Orchestrate, personalize and deliver journeys at scale across all channels
- Provide self service tools with assisted service options
- Launch Augmented Reality tools
9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program
The renowned CCW Vegas Expo features a unique new dynamic this year. The “Meet the Customer” program networking break provides you with a chance to meet customers of solution providers at their respective booths. Even deeper than a demo, hear case studies and anecdotes directly from customers.
BOOK SIGNINGS
Be Amazing or Go Home
Shep Hyken
The Future of Contact Centers
Jim Iyoob
9:50 am - 10:50 am INTERNATIONAL CUSTOMER CONTACT MEET UP
Jason Bradshaw, Chief Customer Officer,Volkswagen Group Australia Michael Brandt, Group Vice President, Process Excellence Manager Customer Care,ABB Management Services, Ltd. Ranjith Boyanapalli, Vice President of Product,Flipkart Panchali Chandrashekar, Head CT Global Customer Experience Hub,Atlas Copco (India) Ltd. Danielle Kovac, Director, Social Media Strategy and Digital Care Operations,Rogers Communications Martin Lampman, Director Customer Support Operations, Social Responsibility and Communications,British Columbia Lottery Corporation (BCLC)
Michael Brandt
Group Vice President, Process Excellence Manager Customer CareABB Management Services, Ltd.
Danielle Kovac
Director, Social Media Strategy and Digital Care OperationsRogers Communications
Martin Lampman
Director Customer Support Operations, Social Responsibility and CommunicationsBritish Columbia Lottery Corporation (BCLC)
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 31
11:00 am - 12:50 pm Reinvest in the New IVR in a Digital WorldIDG 32
11:00 am - 12:50 pm Blend Human and Digital InteractionIDG 33
11:00 am - 12:50 pm Drive Superior CX Through Improved Employee EngagementIDG 34
11:00 am - 12:50 pm Augmented Reality and Virtual Reality: Seeing Through the Eyes of the CustomerIDG 35
11:00 am - 12:50 pm Revamp Your Phone Channel Approach with Intelligent AutomationIDG 36
11:00 am - 12:50 pm Build the Business Case for AI and Automation
THE EFFICIENT WORKFORCE
IDG 37
11:00 am - 12:50 pm Watch for Agent BurnoutIDG 38
11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile CultureIDG 39
11:00 am - 12:50 pm RPA: A New Era of Employee EngagementIDG 40
11:00 am - 12:50 pm Lead “Agents of Change”IDG 41
11:00 am - 12:50 pm Intuitive Training: Focus on Agent EmpowermentIDG 42
11:00 am - 12:50 pm B2B Customer Service in a Multichannel Environment
EFFORTLESS INTERACTIONS
IDG 43
11:00 am - 12:50 pm Develop Your CX Journey MapIDG 44
11:00 am - 12:50 pm Are you Easy to do Business with?IDG 45
11:00 am - 12:50 pm Self Service vs. Assisted ServiceIDG 46
11:00 am - 12:50 pm Reduce Effort – Internally and ExternallyIDG 47
11:00 am - 12:50 pm Develop a Personalized Strategy to Deliver Efficient ServicesIDG 48
11:00 am - 12:50 pm Best Practices for Customer Adoption of Self Service or New Channels
CUSTOMER EXPERIENCE
IDG 49
11:00 am - 12:50 pm Millennials – They’re Taking Over Purse StringsIDG 50
11:00 am - 12:50 pm Create a Customer Centric CultureIDG 51
11:00 am - 12:50 pm Social Media ModerationIDG 52
11:00 am - 12:50 pm Find the Balance Between Bots and HumansIDG 53
11:00 am - 12:50 pm Power Great Experiences Across Digital ChannelsIDG 54
11:00 am - 12:50 pm PCI DSS Compliance: Does it Eliminate Breaches?
VOC/ANALYTICS
IDG 55
11:00 am - 12:50 pm Integrate VOC Programs into Customer Journey MappingIDG 56
11:00 am - 12:50 pm Ensure Oversight of Robotic Process Automation (RPA) through AnalyticsIDG 57
11:00 am - 12:50 pm The Power of ListeningIDG 58
11:00 am - 12:50 pm Visualize VOC: Real Time Data UsageIDG 59
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 60
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 Tying the CX Journey Map to the Digital Future John McCahan, Executive Director, Customer Care,Avon
TRACK 2: PEOPLE
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: Alorica
TRACK 2: PEOPLE
2:10 pm - 2:55 pm The Future of Customer CareSponsored by: IBM Watson
TRACK 3: PROCESS
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: Five9
TRACK 3: PROCESS
2:10 pm - 2:55 pm The Power of Listening: Design Processes that Deliver Real-Time, Meaningful ActionSponsored by: NICE inContact
TRACK 4: TECHNOLOGY
2:00 pm - 2:10 pm Chairperson’s Opening RemarksSponsored by: ServiceNow
TRACK 4: TECHNOLOGY
2:10 pm - 2:55 pm Using a New Authentication Approach to Transform Call Center Performance Tom DeCarlo, Managing Director, Head of Client Services, Americas,UBS Lance Hood, VP of Marketing,TRUSTID
2:55 pm - 3:00 pm Transition Time
TRACK 1: EXECUTIVE CLUB
3:00 pm - 3:45 pm The Future of Workforce: Leverage the “Gig Workforce” Fiona Blakely, Director of Customer Success Transformation, ProConnect Group,Intuit
TRACK 2: PEOPLE
3:00 pm - 3:45 pm Customer Relationship Management: An Inside Out ApproachSponsored by: Alorica
TRACK 3: PROCESS
3:00 pm - 3:45 pm Visual Knowledge: Boost Knowledge Bases and Knowledge Management Micah Peterson, VP of Product Management,ProcedureFlow
TRACK 4: TECHNOLOGY
3:00 pm - 3:45 pm Artificial Intelligence brings Life to Customer Interactions, Data and AnalyticsSponsored by: ITYX Solutions
3:45 pm - 4:15 pm NETWORKING BREAK IN THE EXPO HALL: Demo Drive Grand Prize Drawing
The final networking break is a chance for you to win big and take even more back from Vegas than you gambled for! Make sure to complete your demo drive card, drop it off at the CCW Digital Lounge by 2:00 PM. Prize drawings will begin at 3:45 PM at the CCW Digital Lounge.
4:15 pm - 5:00 pm CLOSING KEYNOTE: World Class Service Starts with Culture
World Class Service isn’t just about the front line delivering an amazing level of service to customers. Amazing service must permeate throughout the entire company. What’s happening on the inside of an organization is felt on the outside by the customer. It’s all about the culture, and that starts with leadership at the top. In this high-energy and content-rich keynote, Shep Hyken will share a six-step formula for creating a customer-focused culture. He will also share some of the top tactics and strategies organizations use to deliver world class service that disrupt competitors and potentially entire industries.