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June 24 - 28, 2019
The Mirage, Las Vegas

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
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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 Australia
With 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.

Interested for more information on the full agenda? View the brochure now!
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Jason Bradshaw

Chief Customer Officer
Volkswagen Group Australia

As 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

Interested for more information on the full agenda? View the brochure now!
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Tom Karinshak

EVP of Customer Care
Comcast

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Dylan Astle

Chief Operating Officer
DirectBuy

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Carolina Aramayo

VP Contact Center Transformation
BBVA Compass

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Dan Reed

Chief Customer Officer
[24]7.ai

9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program

Jim Iyoob - Chief Customer Officer, Etech Global Services
Shep Hyken - Chief Amazement Officer, Shepard Presentations, LLC
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
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Jim Iyoob

Chief Customer Officer
Etech Global Services

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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

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Jason Bradshaw

Chief Customer Officer
Volkswagen Group Australia

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Ranjith Boyanapalli

Vice President of Product
Flipkart

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Panchali Chandrashekar

Head CT Global Customer Experience Hub
Atlas Copco

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Martin Lampman

Director Customer Support Operations, Social Responsibility and Communications
British 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

+ Use Big Data to create a predictive IVR experience
 
+ Leverage multiple emerging technologies to simplify CX including visual IRV and internet based IVR
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Yalonda Wilson

AVP, Operations - Shared Services
Voya Financial

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Robert Bird

Director of Digital Self Service
Netspend Corporation

+ Bridge the digital and human experiences
 
+ Provide convenience, value and personalization
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Paul L. Turner

Vice President Operations
WebMD

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Brian Loveys

Program Director
IBM Watson

IDG 33

11:00 am - 12:50 pm Drive Superior CX through Improved Employee Engagement
Rita Dearing - Chief Technology Officer, DVS Analytics
Hardy Myers - CEO, DVS Analytics
+ Empower  agents and provide them with the tools for success
 
+ Use gamification to motivate your workforce


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Rita Dearing

Chief Technology Officer
DVS Analytics

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Hardy Myers

CEO
DVS Analytics

IDG 34

11:00 am - 12:50 pm Augmented Reality & Virtual Reality: Seeing Through the Eyes of the Customer
Mike Festa - Director of Wayfair Next, Wayfair
Amitha Pulijala - Director of Product Management, Oracle
+ Leverage emerging technology to enhance customer experience
 
+ Look at investments through the eyes of the customer
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Mike Festa

Director of Wayfair Next
Wayfair

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Amitha Pulijala

Director of Product Management
Oracle

+ Create trusted caller flows to improve operations and fraud detection
 
+ Use new technologies to shorten calls, expand self-service and lower costs
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Carolina Aramayo

VP Contact Center Transformation
BBVA Compass

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Guisela Flores

Senior Business Manager USA & Nearshore 
Atento

+ Where should you look for hard and soft returns to find hidden costs
 
+ Pinpoint AI’s impact on enterprise transformation
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Adam Schmitt

Director, Contact Center Strategy
Macy's Inc

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Brian Study

Chief Customer Officer
Mattersight

THE EFFICIENT WORKFORCE

IDG 37

11:00 am - 12:50 pm Watch for Agent Burnout
Kristin Miller - Manager, TriNet
+ 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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Kristin Miller

Manager
TriNet

IDG 38

11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile Culture
Kendyl SKinner - Manager, Workplace Experience & Communications, BARK
Micah Peterson - VP of Product Management, ProcedureFlow
+ 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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Kendyl SKinner

Manager, Workplace Experience & Communications
BARK

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Micah Peterson

VP of Product Management
ProcedureFlow

+ 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 39

11:00 am - 12:50 pm RPA: A New Era of Employee Engagement
Ryan Walters - Manager, Sales Development, TriNet
+ RPA  automates routine tasks, freeing up agents for more strategic customer interactions
 
+ Enhance the skill set of agents
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Ryan Walters

Manager, Sales Development
TriNet

IDG 40

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
+ Think about how to make systems intuitive as you build them
 
+ Employ intuitive training to focus on empowerment and measure training in terms of hours and days.
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Shonda Bowman-Pero

Director, Global Training & Quality
Match Group

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Greg Cummings

Global Channel Sales
NICE Uptivity

IDG 42

11:00 am - 12:50 pm B2B Customer Service in a Multichannel Environment
Panchali Chandrashekar - Head CT Global Customer Experience Hub, Atlas Copco
+ Nuances of continuous improvement in B2B vs. B2C
 
+ Equipping trade customers to deliver on their own CX
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Panchali Chandrashekar

Head CT Global Customer Experience Hub
Atlas Copco

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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Matthew Ford

Deputy Customer Officer
U.S. General Services Administration

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Divya Wakankar

Head of Communication Innovation & VoLTE Product Management
BICS

+ 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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Chris Arnold

Operations Director - Medical Call Lead
Cigna

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Matt Charles

Chief Growth Officer
ERC

IDG 45

11:00 am - 12:50 pm Self Service vs. Assisted Service
Ranjith Boyanapalli - Vice President of Product, Flipkart
+ Take the customer’s lens and meet them where they want
 
+ Strategize how automation plays into this
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Ranjith Boyanapalli

Vice President of Product
Flipkart

IDG 46

11:00 am - 12:50 pm Reduce Effort – Internally and Externally
Tarun Gupta - CTI Manager-IT, Adobe
Manish Sharma - Chief Customer Officer, Tenfold
+ 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
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Tarun Gupta

CTI Manager-IT
Adobe

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Manish Sharma

Chief Customer Officer
Tenfold

IDG 47

11:00 am - 12:50 pm Develop a Personalized Strategy to Deliver Efficient Services
Bonnie R. Saunders - VP, Treasury Management National Client Services Manager,
+ Conduct customer segmentation and lifetime value measurement to prioritize experience designs and deliver
 
+ Launch digital tools for speed and efficiency and delivering on business metrics
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Bonnie R. Saunders

VP, Treasury Management National Client Services Manager

IDG 48

11:00 am - 12:50 pm Best Practices for Customer Adoption of Self Service or New Channels
+We often focus on why 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 49

11:00 am - 12:50 pm Millennials – They’re Taking Over Purse Strings
Kimberly Warrick - Director of Client Services, NJ Shares
+ What’s the best way to capture this market?
 
+ How can provide speedy service?
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Kimberly Warrick

Director of Client Services
NJ Shares

IDG 50

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

Vice President Customer Experience
Plated

IDG 51

11:00 am - 12:50 pm Social Media Moderation
Brett Paulson - Head of Sales and Marketing, Gridspace
+ Handle a crisis in a social media situation
 
+ Develop an escalation plan – decide who gets involved and keep the group small
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Brett Paulson

Head of Sales and Marketing
Gridspace

IDG 52

11:00 am - 12:50 pm Find the Balance Between Bots and Humans
Harvey Livingston - Regional Vice President - OBTM-Web Center , AT&T
+How can robots and humans work together in shared prosperity model?
 
+ Automate transactional tasks and free up humans to focus on customer relationships
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Harvey Livingston

Regional Vice President - OBTM-Web Center
AT&T

IDG 53

11:00 am - 12:50 pm Power Great Experiences Across Digital Channels
Justin Bagatti - Sales & Business Development Leader – Contact Center Sales, Cisco
+ 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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Justin Bagatti

Sales & Business Development Leader – Contact Center Sales
Cisco

IDG 54

11:00 am - 12:50 pm Consumer Contacts and Mobile Devices: Continuing Challenges to Compliance
Ken Sponsler - Vice Chairman of the Executive Committee, Professional Association of Customer Engagement (PACE, formerly ATA)
+ Wrong party contacts and revocation of consent industry challenges
 
+ TCPA class action trends and common mistakes companies make
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Ken Sponsler

Vice Chairman of the Executive Committee
Professional Association of Customer Engagement (PACE, formerly ATA)

VOC/ANALYTICS

IDG 55

11:00 am - 12:50 pm Integrate VOC Programs into Customer Journey Mapping
Vera Zakem - Head of Global Strategy, Twitter
+ Develop customer journey maps that align internal teams around creating innovative experiences
 
+ Integrate VOC tools with analytical tools
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Vera Zakem

Head of Global Strategy
Twitter

IDG 56

11:00 am - 12:50 pm Ensure Oversight of Robotic Process Automation (RPA) through Analytics
Terry Lang - Vice President Retail Customer Contact Center, National Operations Manager, Comerica Bank
+ Utilize robotics as a tool to provide automation and actionable feedback on business processes
 
+  Ensure appropriate comparisons beween automated and human customer experiences 
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Terry Lang

Vice President Retail Customer Contact Center, National Operations Manager
Comerica Bank

+ Deliver unprecedented customer support across multiple channels
 
+ Generate consistent customer feedback to deliver seamless, personalized customer support
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Derek Johnson

VP of Customer Care
Chamberlain

Jon Sommers

Director, Technical Support Center
Chamberlain

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Aaron Mickelson

Customer Success Director
Tethr

IDG 58

11:00 am - 12:50 pm Arm your Agents with Tools that Match your Customers Technology
Justin Crawford - VP Engineering and Delivery, Eckoh
+ A single view of the customer will hugely improve AHT and agent efficiency
 
+ Uniting disparate applications improves customer experience
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Justin Crawford

VP Engineering and Delivery
Eckoh

+ 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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Alex Gross

Manager, Customer Advocacy & Insight
BARK

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Tim Wright

CEO & Co-Founder
Chatalytic

+ View CX as an entire journey – beyond the transaction
 
+ Influence and design experiences that improve top and bottom line


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Elizabeth Wise

GuestPath Business Partner
Delaware North

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Erik Ristow

CTO
Vibrant Credit Union

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Murph Krajewski

VP of Marketing
Sharpen

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 Tying the CX Journey Map to the Digital Future
John McCahan - Executive Director, Customer Care, Avon

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John McCahan

Executive Director, Customer Care
Avon

TRACK 2: PEOPLE

2:00 pm - 2:10 pm Host's Opening Remarks
Colleen Beers - SVP, Operations, Alorica


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Colleen Beers

SVP, Operations
Alorica

TRACK 2: PEOPLE

2:10 pm - 2:55 pm The Future of Customer Care
Raj Kharran - Senior Manager, LivePerson

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Raj Kharran

Senior Manager
LivePerson

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 Make Love, Not War(rooms): Rethink How to Modernize Your Contact Center
Sinead Aylward - IT Director, Adtalem Global Education
Many organizations have broad consensus that they need to do more to improve customer experience, deliver true omnichannel, and gain more flexibility than their aging telephony and ACD technology can provide. But how? Change is hard. And the larger and more complex your environment the harder it is to coordinate and complete successful transformations. Discover how Adtalem Global Education took a fresh approach to modernizing their 30+ call centers across multiple countries and lines of business and consolidated six product silos into one customer experience platform. You’ll leave this session with practical tips on successfully managing a transition to the cloud, including managing technical dependencies – and most importantly – user expectations.


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Sinead Aylward

IT Director
Adtalem Global Education

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 Using a New Authentication Approach to Transform Call Center Performance
Patrick Cox - CEO, TRUSTID, Inc.
Mark Collier - Chief Technology Officer, SecureLogix
Roanne Levitt - Senior Manager, Commercial Security Strategy, Nuance



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Patrick Cox

CEO
TRUSTID, Inc.

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Mark Collier

Chief Technology Officer
SecureLogix

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Roanne Levitt

Senior Manager, Commercial Security Strategy
Nuance

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”

TRACK 2: PEOPLE

3:00 pm - 3:45 pm Customer Relationship Management: An Inside Out Approach
Ashish Bisaria - Global Head of Client Advocacy & Innovation, Alorica



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Ashish Bisaria

Global Head of Client Advocacy & Innovation
Alorica

TRACK 3: PROCESS

3:00 pm - 3:45 pm Transformation Through Technology: How NB Power Makes their Employees Experts Faster
- NB Power knew that traditional training approaches were not working
- Prior to the transformation there was no effective way to capture and share the knowledge of NB Power’s high performing agents
- The new approach of learning-by-doing transformed the way the agents learned and used their processes

TRACK 4: TECHNOLOGY

3:00 pm - 3:45 pm Artificial Intelligence brings Life to Customer Interactions, Data and Analytics
Ken Nix - Senior VP Finance and Controller, Odyssey Logistics

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Ken Nix

Senior VP Finance and Controller
Odyssey Logistics

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

Shep Hyken - Chief Amazement Officer, Shepard Presentations, LLC
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.

Interested for more information on the full agenda? View the brochure now!
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

Day 4 Concludes