DAY 2: WORKSHOPS, SITE TOURS & AWARDS

8:00 AM - 8:15 AM Registration

CHOOSE ONE WORKSHOP OR ONE SITE TOUR

WORKSHOP 1

8:15 AM - 11:00 AM Mining for Gold in Customer Calls: Using AI to Put Quality Back into Customer Service

Jim Iyoob, Chief Customer Officer, Etech Global Services Omar Recendiz, Senior Manager GMS Training and Communication, TechStyle Group Fashion
In this workshop you will learn how to combine people + machine learning to mine relatable data and transform it into usable performance enhancing coaching recommendations and customer experience intelligence.

  • Analyze every conversation in real time, and provide leadership with actionable, searchable insights based on VOC
  • Identify clear next steps to infusing AI+HI into your operations
  • Find patterns in your data and automate descriptive, predictive and prescriptive analytical tasks
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Jim Iyoob

Chief Customer Officer
Etech Global Services
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Omar Recendiz

Senior Manager GMS Training and Communication
TechStyle Group Fashion

Sponsored by: Etech Global Services

WORKSHOP 2

8:15 AM - 11:00 AM Connect Employee and Customer Conversations on Any Channel, Every Day

Customers have come to expect on-demand service in the channel of their choosing. In this interactive workshop, discover how to connect all customer moments across every channel into a single journey:

  • Combine AI and the human touch into self-service customers love
  • Get every customer to the right agent with the right skills at the right time
  • Proactively text or call with reminders and information
  • Effectively use back-office experts to increase satisfaction

Sponsored by: Genesys

WORKSHOP 3

8:15 AM - 11:00 AM Resolve Customer Issues at Lightspeed: Deliver a Frictionless CX

The cost of delivering service is skyrocketing, while customer satisfaction is at an all time low. Managing customers and cases with CRM isn’t enough. In this workshop, discover how you can deliver effortless service to increase customer satisfaction while proactively reducing case volumes and costs:

  • Connect departments, workflows, and systems
  • Resolve underlying issues
  • Automate service across the enterprise

Sponsored by: ServiceNow

SITE TOUR 7: Alorica

8:15 AM - 11:00 AM

At Alorica, our focus is on creating insanely great experiences for customers—online, on the phone and through social media. We approach it from all sides; from acquisition and sales to customer care, offering a suite of world-class services including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. Our team is vast and wide, comprised of more than 100,000 employees in 150 locations across 16 countries around the globe. Come view the latest location in the Alorica family. Meet our team, all driven to help people and make lives better, and all unique, distinctive and utterly, insanely great.

LIMITED TO 50 ATTENDEES

8:15 AM Check-In
8:30 AM Depart for Alorica
8:45 AM Tour and Presentation
10:45 AM Return to Mirage

Sponsored by: Alorica

SITE TOUR 8: Zappos

8:00 AM - 11:30 AM

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

Sponsored by: Zappos

SITE TOUR 9: Zappos

9:00 AM - 12:30 PM

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

Sponsored by: Zappos

11:00 AM - 11:15 AM Registration

CHOOSE ONE WORKSHOP OR SITE TOUR

WORKSHOP 4

11:15 AM - 2:00 PM Take your Engagement and Retention to the Next Level

Christopher Mulligan, Founder and Chief Executive Officer, TalentKeepers
It is important to create employee engagement and retention standards that push the envelope on both expectations and performance. This workshop will open your eyes to new ways to approach engagement and retention for bottom line results:

  • Increase awareness of at-risk and disengaged talent and develop ways to keep and re-engage them
  • Establish goals and accountability for engagement and attrition for all stakeholders
  • Leverage leaders to drive engagement and create teams who will stay longer, feel more satisfied, and deliver better performance.
  • Explore engagement and retention best practices that deliver results

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Christopher Mulligan

Founder and Chief Executive Officer
TalentKeepers

Sponsored by: TalentKeepers

WORKSHOP 5

11:15 AM - 2:00 PM Actionable Intelligence: Crucial Insights that Enable Decision Makers to Anticipate, Respond and Take Action

Actionable Intelligence is a necessity in a dynamic world of massive information growth because it empowers organizations with crucial insights. In this interactive workshop, hear about two areas of the Actionable Intelligence market—Customer Engagement and Cyber Intelligence:

  • Capture large amounts of information from numerous data types and sources
  • Employ analytics to glean insights from the information
  • Leverage the resulting intelligence to optimize customer engagement and make the world a safer place

Sponsored by: VERINT

WORKSHOP 6

11:15 AM - 2:00 PM Design and Deliver Mobile Experiences Customers Crave

Matthew Clare, Product Marketing Manager, Mitel
Customer experience (CX) is a key differentiator in today’s ultra-competitive environment and, more than ever, that experience is shaped and delivered through digital and mobile customer interactions. Both the design and delivery of mobile experiences is critical to your customer experience success. In this engaging workshop:

  • Learn how today’s mobile and digital consumer, digital transformation, the Internet of Things, omni-channel CX, and the redefined definition of agent are changing the definition of CX
  • Discover how to leverage emerging technologies and best practices to adapt and undercut your competition

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Matthew Clare

Product Marketing Manager
Mitel

Sponsored by: Mitel

SITE TOUR 10: LVVWD

11:15 AM - 2:00 PM Las Vegas Valley Water District

Karen Basilotta, Customer Care Supervisor, Las Vegas Valley Water District
Don’t miss this exciting tour of Las Vegas Valley Water District’s contact center, which employs 110 service professionals and processes 50,000 customer interactions a month for approximately 365,000 active water services. We will be meeting subject matter experts, touring multiple areas within the department and hearing a dynamic presentation on “Connecting Operational Effectiveness to the Customer Journey.”

LIMITED TO 50 ATTENDEES

11:15 AM Check-In
11:30 AM Depart for Las Vegas Valley Water District
11:45 AM Site Tour and Presentation
1:45 PM Depart for The Mirage

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Karen Basilotta

Customer Care Supervisor
Las Vegas Valley Water District

2:00 PM - 2:15 PM Registration

CHOOSE ONE WORKSHOP OR SITE TOUR

WORKSHOP 7

2:15 PM - 5:00 PM CX DELIVERY OPTMIZATION 2018: Tackling your Biggest Challenges

Matthew Storm, Director of Product Marketing, Customer Experience Management, OpenText
This fast-paced workshop was delivered at CCW in 2016, and sold out in 2017 with over 200 attendees. The 2018 edition will includes feedback and tips gathered from CCW attendees and other industry practitioners to continue the discussion on process best practices in key operational areas focusing on people, process, technology and strategy. Improving the CX is not a one-time effort—it must evolve to answer the ever-changing needs of your business and your customers. Join this important, lively workshop discussion to learn more about:

  • Industry trends
  • Driving superior customer experience through improved employee engagement
  • Collaborating with new parts of your organization to optimize service delivery
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Matthew Storm

Director of Product Marketing, Customer Experience Management
OpenText

Sponsored by: OpenText

WORKSHOP 8

2:15 PM - 5:00 PM Integrate VOC Programs and Customer Journey Mapping for Deep Customer Interaction Insight

Ryan Patin, Solutions Consultant, Oracle
The powerful combination of VOC programs and customer journey maps is the key to deeper customer insight. From this insight, your team is empowered to redesign touch points and leverage the loyalty- building power of moments of truth. Hear about strategies for developing customer journey maps to align internal teams around creating innovative new customer experiences:

  • Gain hands on experience exploring the journey mapping methodology
  • Identify solutions for current pains in key strategs of the customer lifecycle
  • Create innovative ideas for providing a differentiated customer experience
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Ryan Patin

Solutions Consultant
Oracle

Sponsored by: Oracle

WORKSHOP 9

2:15 PM - 5:00 PM Today’s Connected Customers: Deliver Personalized Service Across Channels

Stephen Bell, Senior Director of Product Marketing, Service Cloud, Salesforce
Today’s connected customers expect service to be as instant and easy as their personal conversations. Discover strategies to empower employees to deliver mobile, conversational service to give your customers the best experience, every time:

  • Discover the defining characteristics of today’s technology-empowered customers
  • Understand how the connected world has created expectations for a smarter customer experience
  • Learn how technology is changing the way consumers gather information, communicate and engage with brands, purchase products, and seek service
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Stephen Bell

Senior Director of Product Marketing, Service Cloud
Salesforce

Sponsored by: Salesforce

We will be visiting one of Hilton Grand Vacations’ three contact centers located in the warehouse district of Las Vegas. The rapidly growing contact center launched 3 years ago with 150 employees and now employs 700 in a 30,000 square foot building. In 2018, the center is expected to sell 350,000 vacation packages. The contact center is primarily a sales center with 275 agents handing inbound sales and 175
agents responsible for outbound sales of vacation packages and time shares. The tour experience will cover three key topics: training, recruitment and technology.

2:15 PM Check-In
2:30 PM Depart for Hilton Grand Vacations
3:00 PM Site Tour and Presentation
4:30 PM Depart for The Mirage
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Bob Balisteri

Senior Director of Call Centers
Hilton Grand Vacations

Sponsored by: Hilton Grand Vacations

We are off to visit the call center of a live event global, full service provider. GES has the largest global footprint in the industry and covers clients’ most critical event needs including strategy, design, execution, logistics, AV, event accommodations and more. We will visit their award-winning, J.D. Power certified National Servicenter that employs 100+ service professionals. It’s located here in Las Vegas at GES’ flagship operation at 7000 Lindell Road. We will see firsthand how their passionate employees deliver unparalleled service and consistent execution of experiences that excite and engage.

2:15 PM Check-In
2:30 PM Depart for Global Experience Specialists
3:00 PM Site Tour and Presentation
4:30 PM Depart for The Mirage
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Linda Chandler

Resolutions Manager NSC
GES
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Sheila Glenn

Manager of National Service Center
GES
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Carolyn Repie

Sales Executive
GES

Sponsored by: GES

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW analysts and conference directors at the new attendee orientation and get to know other newbies to CCW, learn how to navigate the program and make the most of your CCW experience.

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Michael DeJager

Principal Analyst & Head of Production
Customer Management Practice

6:30 PM - 7:30 PM CCW EXCELLENCE AWARDS WELCOME RECEPTION


Sponsored by: Five9

CCW EXCELLENCE AWARDS GALA

7:30 PM - 10:30 PM The customer contact industry’s most anticipated awards ceremony of the year is back!

Join us on the evening of June 19th as we celebrate the most prestigious leaders and companies in the industry. Our evening will consist of a cocktail reception, the awards presentation, and entertainment by world renowned performer, ventriloquist and winner of America’s Got Talent Season 10, Paul Zerdin.



Sponsored by: Five9

Day 2 Concludes