June 18-22, 2018
The Mirage, Las Vegas

DAY 5: SITE TOURS

CHOOSE ONE FROM SITE TOURS 13, 14, 15, 16 and 17

SITE TOUR 13: Zappos

8:00 am - 11:30 am
Ryo Zsun, The Culture Maestro,Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

8:00 AM Check-In
8:15 AM Depart for Zappos
9:00 AM Tour
10:00 AM Presentation and Q&A
11:00 AM Depart for The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

SITE TOUR 14: Zappos

9:00 am - 12:30 pm
Ryo Zsun, The Culture Maestro,Zappos Insights
Zappos believes that work should be fun. Don’t miss this site tour experience and learn how Zappos fosters an employee-centric culture and why they’ve been named to FORTUNE’s 100 Best Companies to Work For® multiple times in a row! This deluxe experience includes a private tour of the Zappos Campus as well as a keynote presentation from the Zappos Insights Speaker of the House. Note that the tour does
not include a walk through of the Zappos contact center, though many contact center topics will be addressed as part of the tour.

LIMITED TO 25 ATTENDEES

9:00 AM Check-In
9:15 AM Depart for Zappos
10:00 AM Presentation and Q&A
11:00 AM Tour
12:00 PM Depart for The Mirage
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Ryo Zsun

The Culture Maestro
Zappos Insights

Don’t miss this tour experience at ProCaps Laboratories, an environmentally friendly solar powered facility in Henderson. The company employs 250 including 40-55 contact center agents and support staff. Discover how the vitamin leader embodies health and wellness as a brand in their culture. Find out how they’ve created a culture where employees “own the brand.” We will also hear about the Vitamin Angels program that supplies pre-natal vital vitamins to needy moms around the world. During the tour, we will visit the following teams: call center floor, training, quality, and the digital customer service team.

LIMITED TO 20 ATTENDEES

8:30 AM Check-In
8:45 AM Depart for ProCaps Laboratories
9:00 AM Site Tour and Presentation
11:15 AM Depart for The Mirage
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Tamara Winyard

Customer Care Director
ProCaps Laboratories

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Monica Corral

Customer Care Center Manager
ProCaps Laboratories

Madame Tussauds Las Vegas is a wax museum located in the Las Vegas Strip at The Venetian Las Vegas casino resort. The attraction opened in 1999, becoming the first Madame Tussauds venue to open in the United States. Madame Tussauds, part of Merlin Entertainments Group, is actually the second largest attraction in the world. Don’t miss this exciting “back of the house” site tour experience at the world renowned wax museum. Multiple museum team members – including studio artists – will share what goes into making a wax figure. Find out how the team collaborates in the design, thought process and schemes behind the figures. Following the presentation, we will walk around the museum powered with the knowledge of what’s behind delivering the wow experience. The tour will also include a Marvel 4D film experience. Do you have a favorite celebrity? Here’s your chance to get closer to the stars. Don’t miss your chance to pose for photos!

LIMITED TO 75 ATTENDEES

12:30 PM Check-In
12:45 PM Depart for Madame Tussauds
1:00 PM Site Tour and Presentation
2:00 PM Free Time in Museum
3:15 PM Depart for The Mirage
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Gabriel Hewitt

General Manager
Madame Tussauds Las Vegas

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Kim Schrader

Creative Figure Maintenance Manager
Madame Tussauds/Midway of North America

TTEC is excited to welcome you to their new Customer Experience Innovation Lab located at the Las Vegas Center. For the first time ever, CCW is introducing a CX Innovation Lab experience. Changes in CX are occurring so rapidly that companies are often struggling to keep up. Don’t miss this CX Innovation lab experience which provides a hands-on environment to test, iterate and improve new technologies. The center is designed as place to test and demonstrate innovations in the customer experience including: omnichannel, AI, automation, analytics, service to sales, training and other service models. The TTEC CX Innovation Lab leverages the cloud to provision and deliver demonstrations in real-time. Discover how to make CX easier, more personal and completely seamless.

LIMITED TO 50 ATTENDEES

9:00 AM Check-In
9:15 AM Depart for TTEC
10:00 AM Tour and Presentation
12:00 PM Depart for The Mirage
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Marty DeGhetto

Chief Operating Officer
TTEC (formerly known as TeleTech)

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Judi Hand

Chief Revenue Officer
TTEC (formerly known as TeleTech)

TTEC is excited to welcome you to their new Customer Experience Innovation Lab located at the Las Vegas Center. For the first time ever, CCW is introducing a CX Innovation Lab experience. Changes in CX are occurring so rapidly that companies are often struggling to keep up. Don’t miss this CX Innovation lab experience which provides a hands-on environment to test, iterate and improve new technologies. The center is designed as place to test and demonstrate innovations in the customer experience including: omnichannel, AI, automation, analytics, service to sales, training and other service models. The TTEC CX Innovation Lab leverages the cloud to provision and deliver demonstrations in real-time. Discover how to make CX easier, more personal and completely seamless.

LIMITED TO 50 ATTENDEES

9:00 AM Check-In
9:15 AM Depart for TTEC
10:00 AM Tour and Presentation
12:00 PM Depart for The Mirage

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Marty DeGhetto

Chief Operating Officer
TTEC (formerly known as TeleTech)

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Judi Hand

Chief Revenue Officer
TTEC (formerly known as TeleTech)