DAY 3: MAIN CONFERENCE AND EXPO

7:00 AM - 8:00 AM Check-In

CCW kicks off in style! Join our conference chair and advisory board leadership as they welcome you to the world’s largest customer contact event, showcase CCW’s new look as Customer Contact Week, and talk speed and efficiency for world-class service.

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Dan Rood

VP Product Marketing
Genesys
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Becky Ploeger

Vice President of Sales and Service Strategy
USAA
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John Pompei

Head of Customer Care Operations WW
Electronic Arts (EA)
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Mario Matulich

Executive Director
Customer Management Practice

8:20 AM - 9:05 AM CCW SHARK OPENING KEYNOTE: Leading your Team to Greatness

Barbara Corcoran, , Best Selling Author and Business Mogul
Barbara Corcoran built the largest residential company in New York City, The Corcoran Group. She did it by choosing the right people. In addition, Corcoran has been an investor/Shark for the past nine seasons on ABC’s four-time Emmy award winning show, Shark Tank.

Barbara shares her best strategies for getting teams motivated and moving forward, for hiring the right people and firing the wrong ones, for creating an atmosphere of fun, and for forging ahead when the chips are down. Barbara’s unique and practical lessons will help all customer focused executives take their customer experience and business to the next level of excellence.

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Barbara Corcoran


Best Selling Author and Business Mogul

Sponsored by: Vonage Business

9:05 AM - 9:50 AM CCW INFLUENCER KEYNOTE: Would You Do That to Your Mother? The New Standard for How to Treat Your Customers

Jeanne Bliss, President, CustomerBliss
“Would you do that to your mother?” is one guiding question to earn your customers’ love and grow your business. This simple litmus test helps pinpoint the causes of customer unrest so your company can shift toward anticipating needs, extending empathy and care, and showing respect at all times. Customers crave the same gentle treatment, simple directions, and honorable behavior that our mothers demanded of us. In this inspiring keynote, Jeanne Bliss will ask our audience to pause, review, and consider actions through the “mom lens.” Whether you’re contemplating your company’s return policy, its social media presence, its big-picture strategy, or the frontline serving customers, this one question offers a powerful tool to calibrate your response. The keynote will incorporate case studies of companies that converted “frustrated mom moments” into “make mom proud” moments.

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Jeanne Bliss

President
CustomerBliss

Sponsored by: Zappos

EXPO HALL OPENS

9:50 AM - 10:50 AM NETWORKING BREAK IN THE EXPO HALL: Demo Drive

Jeanne Bliss, President, CustomerBliss Barbara Corcoran, , Best Selling Author and Business Mogul
Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.
BOOK SIGNINGS:

Would You Do That To Your Mother?
Jeanne Bliss

Shark Tales: How I Turned $1,000 Into a Billion Dollar Business!
Barbara Corcoran

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Jeanne Bliss

President
CustomerBliss
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Barbara Corcoran


Best Selling Author and Business Mogul

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 1

11:00 AM - 12:50 PM Reinvest in the New IVR in a Digital World


IDG 2

11:00 AM - 12:50 PM Blend Human and Digital Interaction


Sponsored by: SAP Hybris

IDG 3

11:00 AM - 12:50 PM Drive Superior CX Through Improved Employee Engagement


IDG 4

11:00 AM - 12:50 PM Leveraging Artificial Intelligence, Robotics and IoT in your Customer Engagement Center


Sponsored by: Appian

IDG 5

11:00 AM - 12:50 PM Revamp Your Phone Channel Approach with Intelligent Automation


Sponsored by: TRUSTID

IDG 6

11:00 AM - 12:50 PM Build the Business Case for AI and Automation


Sponsored by: Zailab

THE EFFICIENT WORKFORCE

IDG 7

11:00 AM - 12:50 PM Watch for Agent Burnout


IDG 8

11:00 AM - 12:50 PM Manage the Influx of Millennials – Shape an Agile Culture


IDG 9

11:00 AM - 12:50 PM RPA: A New Era of Employee Engagement


IDG 10

11:00 AM - 12:50 PM Lead “Agents of Change”


IDG 11

11:00 AM - 12:50 PM Intuitive Training: Focus on Agent Empowerment


Sponsored by: Integrity Solutions

IDG 12

11:00 AM - 12:50 PM B2B Customer Service in a Multichannel Environment


EFFORTLESS INTERACTIONS

IDG 13

11:00 AM - 12:50 PM Develop Your CX Journey Map


Sponsored by: Five9

IDG 14

11:00 AM - 12:50 PM Are you Easy to do Business with?


Sponsored by: Virtual Hold Technology

IDG 15

11:00 AM - 12:50 PM Self Service vs. Assisted Service


IDG 16

11:00 AM - 12:50 PM Reduce Effort – Internally and Externally


IDG 17

11:00 AM - 12:50 PM Develop a Personalized Strategy to Deliver Efficient Services


IDG 18

11:00 AM - 12:50 PM Best Practices for Customer Adoption of Self Service or New Channels


Sponsored by: Pegasystems

CUSTOMER EXPERIENCE

IDG 19

11:00 AM - 12:50 PM Millennials – They’re Taking Over Purse Strings


Sponsored by: Genesys

IDG 20

11:00 AM - 12:50 PM Create a Customer Centric Culture


IDG 21

11:00 AM - 12:50 PM Social Media Moderation


IDG 22

11:00 AM - 12:50 PM Find the Balance Between Bots and Humans


IDG 23

11:00 AM - 12:50 PM Power Great Experiences Across Digital Channels


IDG 24

11:00 AM - 12:50 PM PCI DSS Compliance: Does it Eliminate Breaches?


Sponsored by: PCI Pal

VOC/ANALYTICS

IDG 25

11:00 AM - 12:50 PM Integrate VOC Programs into Customer Journey Mapping


IDG 26

11:00 AM - 12:50 PM Ensure Oversight of Robotic Process Automation (RPA) through Analytics


IDG 27

11:00 AM - 12:50 PM The Power of Listening


IDG 28

11:00 AM - 12:50 PM Visualize VOC: Real Time Data Usage


IDG 29

11:00 AM - 12:50 PM Multi-Channel VOC Platforms


IDG 30

11:00 AM - 12:50 PM Transition from a Service Culture to a CX Culture


12:50 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 Remarks


Sponsored by: Salesforce

TRACK 1: EXECUTIVE CLUB

2:10 PM - 2:55 PM TRACK KEYNOTE: Develop a Scalable, Transformative Support Model

Janelle Sallenave, Head of Customer Support North America, Uber


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Janelle Sallenave

Head of Customer Support North America
Uber

TRACK 2: PEOPLE

2:00 PM - 2:10 PM Chairperson’s Opening Remarks


Sponsored by: Alorica

TRACK 2: PEOPLE

2:10 PM - 2:55 PM TRACK KEYNOTE: Culture: It’s Not What’s on the Walls, It’s What’s in the Halls

Nick Friedman, President and Co-Founder , College Hunks Hauling Junk and College Hunks Moving


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Nick Friedman

President and Co-Founder
College Hunks Hauling Junk and College Hunks Moving

TRACK 3: PROCESS

2:00 PM - 2:10 PM Chairperson’s Opening Remarks


Sponsored by: Five9

TRACK 3: PROCESS

2:10 PM - 2:55 PM TRACK KEYNOTE: Create Engaging Experiences and Respond Instantly on Social Media

Dan Gingiss, Author , "Winning at Social Media" & Podcaster


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Dan Gingiss

Author
"Winning at Social Media" & Podcaster

TRACK 4: TECHNOLOGY

2:00 PM - 2:10 PM Chairperson’s Opening Remarks


Sponsored by: ServiceNow

TRACK 4: TECHNOLOGY

2:10 PM - 2:55 PM TRACK KEYNOTE: Replacing Legacy Contact Center Systems with an Omnichannel CX Solution



Sponsored by: Genesys

2:55 PM - 3:00 PM Transition Time

TRACK 1: EXECUTIVE CLUB

3:00 PM - 3:45 PM Creating a Compelling and Efficient Customer Experience

Josh Ives, Vice President, Customer Experience, Samsung Electronics


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Josh Ives

Vice President, Customer Experience
Samsung Electronics

TRACK 2: PEOPLE

3:00 PM - 3:45 PM Leading Today’s Multi- Generational Workforce



Sponsored by: 8x8, Inc.

TRACK 3: PROCESS

3:00 PM - 3:45 PM Transforming a Complex Contact Center Into a High Performing, Digital-First Organization



Sponsored by: Five9

TRACK 4: TECHNOLOGY

3:00 PM - 3:45 PM Take Workforce Support Technology to the Next Level in the Cloud



Sponsored by: ServiceNow

We’re starting happy hour early! Visit some of our sponsor booths, make some new connections and grab a drink before the final session of the day.

BOOK SIGNINGS

The Effortless Entrepreneur
Nick Friedman

Winning at Social Customer Care
Dan Gingiss

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Nick Friedman

President and Co-Founder
College Hunks Hauling Junk and College Hunks Moving
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Dan Gingiss

Author
"Winning at Social Media" & Podcaster

4:45 PM - 5:30 PM CCW KEYNOTE: Deliver a “Wow” Experience: Chewy Makes Pet Happiness Happen

Kelli Durkin, VP Customer Service, Chewy.com
Chewy, the largest online pet retailer offers the best selection of pet food and supplies with the convenience of home delivery, and of course, exceptional customer service. The team of more than 1,000 Chewtopians services millions of customers in the U.S. Chewy is setting a new standard for customer service by offering efficient 24/7 phone, chat, email and social support and delighting customers every day. Agents answer all phone calls within 4 seconds, respond to live chats within 6 seconds, resolve all emails within 20 minutes and average under 5 minutes response time on social media channels. Behind Chewy’s success is a group of hardworking folks with a deep-rooted passion for pets and a penchant for being spectacular at everything they do. Kelli Durkin, who has been with the company since nearly the beginning, has one objective: wowing customers by giving them the best customer service experience possible. Discover how Chewy’s team embraces challenge with bare hands and believe that a customer-oriented culture is the only way to live.

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Kelli Durkin

VP Customer Service
Chewy.com

Sponsored by: Zappos

5:30 PM - 7:00 PM Cocktail Reception in the Expo Hall

What a day! The first day of the main conference is always exciting and full of valuable information and key takeaways. Share what you’ve learned and network even further with your peers in the Expo Hall with cocktails, hors d’oeuvres and a live band.

7:00 PM - 7:55 PM Official CCW After Party at The Still


Sponsored by: TransPerfect Connect