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
Dan Reed - Chief Customer Officer [24]7.aiTom Karinshak - EVP of Customer Care, Comcast
Dylan Astle - Chief Operating Officer, DirectBuy
Carolina Aramayo - VP Contact Center Transformation, BBVA Compass
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
9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program
Jim Iyoob - Chief Customer Officer, Etech Global ServicesShep 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
9:50 am - 10:50 am INTERNATIONAL CUSTOMER CONTACT MEET UP
Jason Bradshaw - Chief Customer Officer, Volkswagen Group AustraliaRanjith Boyanapalli - Vice President of Product, Flipkart
Panchali Chandrashekar - Head CT Global Customer Experience Hub, Atlas Copco
Martin Lampman - Director Customer Support Operations, Social Responsibility and Communications, British Columbia Lottery Corporation (BCLC)
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 World Yalonda Wilson - AVP, Operations - Shared Services, Voya FinancialRobert Bird - Director of Digital Self Service, Netspend Corporation
IDG 32
11:00 am - 12:50 pm Blend Human and Digital Interaction Paul L. Turner - Vice President Operations, WebMDBrian 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 AnalyticsHardy 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, WayfairAmitha Pulijala - Director of Product Management, Oracle
IDG 35
11:00 am - 12:50 pm Revamp Your Phone Channel Approach with Intelligent Automation Carolina Aramayo - VP Contact Center Transformation, BBVA CompassGuisela Flores - Senior Business Manager USA & Nearshore , Atento
IDG 36
11:00 am - 12:50 pm Build the Business Case for AI and Automation Adam Schmitt - Director, Contact Center Strategy, Macy's IncBrian Study - Chief Customer Officer, Mattersight
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
IDG 38
11:00 am - 12:50 pm Manage the Influx of Millennials – Shape an Agile Culture Kendyl SKinner - Manager, Workplace Experience & Communications, BARKMicah 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
+ 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
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
IDG 41
11:00 am - 12:50 pm Intuitive Training: Focus on Agent Empowerment Shonda Bowman-Pero - Director, Global Training & Quality, Match GroupGreg 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
EFFORTLESS INTERACTIONS
IDG 43
11:00 am - 12:50 pm Develop Your CX Journey Map Matthew Ford - Deputy Customer Officer, U.S. General Services AdministrationDivya Wakankar - Head of Communication Innovation & VoLTE Product Management, BICS
+ 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: BICS
IDG 44
11:00 am - 12:50 pm Are you Easy to do Business with? Chris Arnold - Operations Director - Medical Call Lead, CignaMatt 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
IDG 46
11:00 am - 12:50 pm Reduce Effort – Internally and Externally Tarun Gupta - CTI Manager-IT, AdobeManish 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
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?
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
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
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
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
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
Ken Sponsler
Vice Chairman of the Executive CommitteeProfessional 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
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
Terry Lang
Vice President Retail Customer Contact Center, National Operations ManagerComerica Bank
IDG 57
11:00 am - 12:50 pm The Power of Listening Derek Johnson - VP of Customer Care, ChamberlainJon Sommers - Director, Technical Support Center, Chamberlain
Aaron Mickelson - Customer Success Director, Tethr
+ Deliver unprecedented customer support across multiple channels
+ Generate consistent customer feedback to deliver seamless, personalized customer support
Jon Sommers
Director, Technical Support CenterChamberlain
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
IDG 59
11:00 am - 12:50 pm Multi-Channel VOC Platforms Alex Gross - Manager, Customer Advocacy & Insight, BARKTim Wright - CEO & Co-Founder, Chatalytic
+ 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 Culture Elizabeth Wise - GuestPath Business Partner, Delaware NorthErik Ristow - CTO, Vibrant Credit Union
Murph Krajewski - VP of Marketing, Sharpen
+ View CX as an entire journey – beyond the transaction
+ Influence and design experiences that improve top and bottom line
Sponsored by: 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
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
2:10 pm - 2:55 pm The Future of Customer Care Raj Kharran - Senior Manager, LivePerson
TRACK 3: PROCESS
2:00 pm - 2:10 pm Host's Opening Remarks 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 EducationMany 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.
Sponsored by: NICE inContact
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 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
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
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
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, LLCWorld 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.