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.

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Jason Bradshaw

Chief Customer Officer
Volkswagen Group Australia

Sponsored by: Zappos

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

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Carol Brolley

President of Global Business Service Operations
United Parcel Service (UPS)
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Tom Karinshak

EVP of Customer Care
Comcast
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Dylan Astle

Chief Operating Officer
DirectBuy

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

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

Chief Amazement Officer
Shepard Presentations
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Jim Iyoob

Chief Customer Officer
Etech Global Services

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Jason Bradshaw

Chief Customer Officer
Volkswagen Group Australia
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Michael Brandt

Group Vice President, Process Excellence Manager Customer Care
ABB Management Services, Ltd.
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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 (India) Ltd.
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Danielle Kovac

Director, Social Media Strategy and Digital Care Operations
Rogers Communications
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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

IDG 31

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


IDG 32

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


IDG 33

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


IDG 34

11:00 AM - 12:50 PM Augmented Reality and Virtual Reality: Seeing Through the Eyes of the Customer


IDG 35

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


IDG 36

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


THE EFFICIENT WORKFORCE

IDG 37

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


IDG 38

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


IDG 39

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


IDG 40

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


IDG 41

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


IDG 42

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


EFFORTLESS INTERACTIONS

IDG 43

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


IDG 44

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


IDG 45

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


IDG 46

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


IDG 47

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


IDG 48

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


CUSTOMER EXPERIENCE

IDG 49

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


IDG 50

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


IDG 51

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


IDG 52

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


IDG 53

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


IDG 54

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


VOC/ANALYTICS

IDG 55

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


IDG 56

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


IDG 57

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


IDG 58

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


IDG 59

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

·· 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


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 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 Chairperson’s Opening Remarks


Sponsored by: Alorica

TRACK 2: PEOPLE

2:10 PM - 2:55 PM The Future of Customer Care



Sponsored by: IBM Watson

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 The Power of Listening: Design Processes that Deliver Real-Time, Meaningful Action



Sponsored by: NICE inContact

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 Using a New Authentication Approach to Transform Call Center Performance

Tom DeCarlo, Managing Director, Head of Client Services, Americas, UBS Lance Hood, VP of Marketing, TRUSTID


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Tom DeCarlo

Managing Director, Head of Client Services, Americas
UBS
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Lance Hood

VP of Marketing
TRUSTID

Sponsored by: TRUSTID

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”

Fiona Blakely, Director of Customer Success Transformation, ProConnect Group, Intuit


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Fiona Blakely

Director of Customer Success Transformation, ProConnect Group
Intuit

TRACK 2: PEOPLE

3:00 PM - 3:45 PM Customer Relationship Management: An Inside Out Approach



Sponsored by: Alorica

TRACK 3: PROCESS

3:00 PM - 3:45 PM Visual Knowledge: Boost Knowledge Bases and Knowledge Management

Micah Peterson, AVP of Product Management, ProcedureFlow Rachel Mills, Director, Member Experience, Medavie Blue Cross


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Micah Peterson

AVP of Product Management
ProcedureFlow
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Rachel Mills

Director, Member Experience
Medavie Blue Cross

Sponsored by: ProcedureFlow

TRACK 4: TECHNOLOGY

3:00 PM - 3:45 PM Artificial Intelligence brings Life to Customer Interactions, Data and Analytics



Sponsored by: ITYX Solutions

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
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.

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Shep Hyken

Chief Amazement Officer
Shepard Presentations

Sponsored by: Zappos

Day 4 Concludes