build your ccw program - asdevents · day 1: site tour experience day monday, june 24, 2019 8:00 am...

BUILD YOUR CCW PROGRAM

8:30 AM – 5:15 PM Site Tour Experiences 1-7

11:15 AM – 1:45 PM Workshop 5, 6, 7, 8 and Technology & Innovation Focus Day

2:15 PM – 5:15 PM Workshop 9, 10, 11, 12 and Technology & Innovation Focus Day

10:45 AM – 12:30 PM TIME BLOCK A: Tracks OR Interactive Discussion Groups

12:30 PM Networking Lunch in the Expo Hall

1:30 PM – 2:30 PM 20TH ANNIVERSARY KEYNOTE

2:30 PM – 2:45 PM CCW EXCELLENCE AWARDS FEATURE

2:45 PM Networking Break in the Expo Hall

10:45 AM – 12:30 PM TIME BLOCK C: Tracks OR Interactive Discussion Groups

12:30 PM Networking Lunch in the Expo Hall & CCWomen Luncheon (RSVP required)

1:25 PM – 3:10 PM TIME BLOCK D: Tracks OR Interactive Discussion Groups

8:30 AM – 2:45 PM Site Tour Experiences 8-10

5:00 PM Welcome Party

6:30 PM CCW Excellence Awards Welcome Reception & Gala

3:55 PM – 5:40 PM TIME BLOCK B: Tracks OR Interactive Discussion Groups

5:45 PM – 6:25 PM SERVICENOW PANEL DISCUSSION

6:25 PM – 6:40 PM ROCKSTAR KEYNOTE

6:40 PM 20th Anniversary Cocktail Reception in the Expo Hall

8:00 PM CCW After Party

3:15 PM Networking Break in the Expo Hall

4:00 PM CCW Prize Drawing

4:30 PM – 5:00 PM CELEBRITY KEYNOTE

8:00 AM Check-In

7:30 AM Check-In

8:15 AM – 10:45 AM Workshop 1, 2, 3, 4 and Technology & Innovation Focus Day

7:00 AM Check-In

8:00 AM – 8:20 AM 20th Anniversary Opening Remarks

8:20 AM – 8:50 AM CCWOMEN KEYNOTE

8:50 AM – 9:20 AM INFLUENCER KEYNOTE

9:20 AM Networking Break in the Expo Hall

7:00 AM Check-In

8:00 AM – 8:10 AM Opening Remarks

8:10 AM – 8:40 AM TRANSFORMATION KEYNOTE

8:40 AM – 9:20 AM SALESFORCE PANEL DISCUSSION

9:20 AM Networking Break in the Expo Hall

8:00 AM Check-In

DAY 1: Monday, June 24, 2019

DAY 2: Tuesday, June 25, 2019

DAY 3: Wednesday, June 26, 2019

DAY 4: Thursday, June 27, 2019

DAY 5: Friday, June 28, 2019

Site Tour Experience Day

Workshops & Focus Day

Main Conference & Expo

Main Conference & Expo

Site Tour Experience Day

www.asdevents.com - www.asdevents.com/event.asp?id=20316

https://www.linkedin.com/groups/119551

https://www.youtube.com/channel/UCoIbHeoH2j5UdEidSDRK4Qg

https://www.instagram.com/customercontactweek/

https://www.facebook.com/CustomerContactWeek/

https://twitter.com/custcontactweek

DAY 1: SITE TOUR EXPERIENCE DAY Monday, June 24, 2019

8:00 AM Site Tour Experience Day Check-In & Breakfast

1 Zappos & WindhamProfessionals

8:00 AM Check-In

8:30 AM Depart for Tours

1:45 PM Arrive at The Mirage

2 Zappos & GES

9:15 AM Check-In



3 T-Mobile Arena& Zappos

10:45 AM Check-In



4 GES & Zappos

11:45 AM Check-In

12:00 PM Depart for Tours


5 Windham Professionals,T-Mobile Arena & TTEC

8:15 AM Check-In



6 Site Tour 7 Site Tour

5:00 PM Welcome Party

Hosted by:

25 CAP

25 CAP

25 CAP

25 CAP

25 CAP

STAY TUNED... 2 More Site Tour Experiences

To Be Announced!







DAY 2: PRE-CONFERENCE WORKSHOP DAY Tuesday, June 25, 2019

7:30 AM Check-In

8:15 AM WORKSHOP 1 WORKSHOP 2 WORKSHOP 3 WORKSHOP 4

Supercharge Your CX With Customer Journey Mapping

Professor Customer: Utilize Customer Insights to Define Strategies that Improve Training and Coaching Practices

Matt Cecil, Senior Mananger, Chat Strategy, Verizon

Jim Iyoob, Chief Customer Officer, Etech

Evaluating Digital Transformation Readiness with the Customer Service Maturity Assessment

Build-a-Bot: Einstein Artificial Intelligence Campfire

Hosted by: Mitel Hosted by: Etech Hosted by: ServiceNow Hosted by: Salesforce

10:45 AM Networking Break

11:15 AM WORKSHOP 5 WORKSHOP 6 WORKSHOP 7 WORKSHOP 8

Boost Your Business KPI’s with Employee Engagement Initiatives

John Blowers, Associate Manager, Public Consulting Group

Christopher Mulligan, Chief Executive Officer, TalentKeepers

CX Delivery Optimization 2019: Tackling Your Biggest Challenges

Brandon Rowe, Senior Manager, Product Marketing, WFO, OpenText

AI, Bots and Humans: The Future Customer Journey is Here

Putting Customer Effort Reduction into Action

Hosted by: TalentKeepers Hosted by: OpenText Hosted by: Genesys Hosted by: Tethr

1:45 PM Networking Break

2:15 PM WORKSHOP 9 WORKSHOP 10 WORKSHOP 11 WORKSHOP 12

Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics

Build a Strategy for Cloud-Based Contact Center Migration

Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots

Processes and Technologies to Take Personalization to the Next Level

Hosted by: CallMiner Hosted by: Five9 Hosted by: Content Guru







Tuesday, June 25, 2019DAY 2: TECHNOLOGY & INNOVATION FOCUS DAYCUSTOMER CONTACT WEEKDIGITAL

CUSTOMERCONTACT WEEKDIGITAL

CUSTOMERCONTACT WEEKDIGITAL

Powered by:

7:30 AM Check-In

8:15 AM CUSTOMER JOURNEY MAPPING

In today’s era of customer centricity, you cannot afford to make assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on customers, and moreover you cannot allow silos to cause frustrating “pain points” for your customers. Our Technology & Innovation Focus Day spotlight on Customer Journey Mapping provides key highlights from the CCW Digital special report, interviews a practitioner on their experience mapping journeys, and then dives into an interactive journey mapping activity for immersion in the process.

Special Report Brief (30 minutes)

Brian Cantor, Principal Analyst, CCW Digital

Project Analysis (30 minutes)

Devon Westerholm, Director of Customer Experience, Dropbox

Sandy Ko, Research Development Analyst & Conference Director, Customer Management Practice

Interactive Activity (90 minutes)

10:45 AM Networking Break

11:15 AM ACTIONABLE ANALYTICS

How can you empower all members of your organization to build a better experience and make more meaningful connections with your customers? If tangible improvement is your goal, it is time to adopt a more customer-centric, agent-centric and results-driven approach to customer intelligence through an actionable form of analytics. Our Technology & Innovation Focus Day spotlight on Actionable Analytics provides key highlights from the CCW Digital special report, interviews a practitioner on their journey to more actionable analytics, and then dives into an interactive exercise on how to take your current analytics model to the next level.

Sponsored by: Gridspace




Michael DeJager, Principal Analyst, Customer Management Practice

Interactive Activity: Getting Stuff Done Right the First Time with Speech Analytics (90 minutes)

Roger Lee, Director of Customer Success, Gridspace

1:45 PM Networking Break

2:15 PM CHATBOTS

It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.

Sponsored by: IBM Watson




Mario Matulich, Executive Director, Customer Management Practice

Interactive Activity: Step-by-Step Tutorial on Building a Virtual Assistant with Watson Assistant (90 minutes)







Tuesday, June 25, 2019DAY 2: ORIENTATION & EXCELLENCE AWARDS

5:30 PM New Attendee Orientation

Michael DeJager Principal Analyst & Divisional Director Customer Management Practice

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 CCW newbies, learn how to navigate the program and make the most of your CCW experience.

5:30 PM Sponsor & Exhibitor Orientation

Simon Copcutt Head of Strategic Accounts Customer Management Practice

A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.

6:30 PM CCW Excellence Awards Welcome Reception

7:30 PM CCW EXCELLENCE AWARDS GALA

The Industry’s most anticipated awards ceremony is back! Join us for an evening with a 3-course dinner, entertainment and live music as we celebrate the most prestigious leaders and companies in our industry.

APPLY NOW

Deadline to apply is March 15th. View page 20 for more information.

Sponsored by:







https://www.customercontactweekawards.com/ccw-excellence-awards

Wednesday, June 26, 2019DAY 3: MAIN CONFERENCE AND EXPO

7:00 AM Check-In

8:00 AM 20TH ANNIVERSARY OPENING REMARKS

Becky Ploeger VP Sales & Service Strategy USAA

John Pompei Head of Player Experience Operations Electronic Arts

Mario Matulich Executive Director Customer Management Practice

Hosted by:

8:20 AM CCWOMEN KEYNOTE: The Art of Seeing the Invisible

Ambassador Nancy Brinker Founder Susan G. Komen Foundation

Drawing on her 30-year experience transforming a small living-room operation into a billion-dollar global network against breast cancer, Ambassador Nancy Brinker shares the leadership lessons that every executive and employee needs to know to build their company, energize their teams, strengthen their brand and institutionalize a Culture of Innovation that allows organizations to stay ahead of the competition and achieve world-class results. Just as her passion to find a cure for breast cancer created the world’s largest network of survivors and activists fighting the disease, Ambassador Brinker motivates corporate audiences in every industry and sector to excel in “The Art of Seeing the Invisible”—pursuing bold goals that may seem invisible and making them inevitable.

Promise Me book signing follows conclusion of the morning keynotes.

8:50 AM INFLUENCER KEYNOTE: The Convenience Revolution

Shep Hyken Chief Amazement Officer Shepard Presentations, LLC

Welcome to The Convenience Revolution. Whether you’re trying to out-service a competitor or disrupt an entire in dustry, creating less friction and being more convenient should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. When you do, your customers will reward you with their money, their loyalty and their referrals. In this high-energy and content-rich keynote, Shep will highlight 6 compelling strategies to fuel your plan to create less friction and deliver convenience for your customers. Shep returns to the CCW main stage by popular demand, having delivering our CCW 2018 closing keynote address.

The Convenience Revolution book signing follows the morning keynotes.

9:20 AM NETWORKING BREAK IN THE EXPO HALL

DEMO DRIVE Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

MEET, GREET AND BOOK SIGNINGS

Nancy Brinker: Promise Me

Shep Hyken: The Convenience Revolution

CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital lounge to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.

BRILLIANCE CLINICS CCW’s top influencers make themselves available for consultations with CCW attendees. Address your biggest customer contact challenges while onsite!

10:40 AM Transition Time







Wednesday, June 26, 2019

TIME BLOCK A: Track Sessions

PEOPLE STAGE

For Culture, Workforce and Human Resource Leaders

PROCESS STAGE

For Contact Center Operational Leaders

TECHNOLOGY STAGE

For Technology Strategy, Acquisition and

Automation Leaders

FOUNDATIONS STAGE

For Up-and-Coming Contact Center Leaders (Managers

and Supervisors)

CCW INNOVATION LAB

For Contact Center Strategy Leaders

For Contact Center Executives

(Director-Level and Above)

WomenFor Women, By Women

Hosted by: Avaya Hosted by: Genesys Hosted by: Five9 Hosted by: Alorica

10:45 AM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks

10:50 AM Engaging Your Employees Beyond the Customer Function

Kirsty Traill, VP Customer, Hootsuite

Disrupt the Status Quo in Your Industry: How ATB Financial Transformed Their Systems to Deliver Revolutionary CX

Dwayne Calder, Managing Director, Insight & Enablement, ATB Financial

Creating Effortless Experiences Through Holistic Digital Transformation

Anita Swamy, VP, Customer Experience, Manulife

Quality Transformation: From Checkboxes to Competencies

Rob Gofourth, VP, Operations Strategy & Performance, BlueCross BlueShield of North Carolina

Curate the Agent Experience: Dashboard Design and Delivery

The Top 5 Considerations Contact Center Leaders Need to be Thinking About Today

Learn and Grow with Mentorship

Hosted by: Five9

11:25 AM A Thriving Culture Drives a Thriving Business

Donna McNeill, Chief Operating Officer, GreenPath Financial Wellness

Nicole Bladzik, Director of Innovation, GreenPath Financial Wellness

Beyond the Hype: Contact Center AI and Knowledge That Works

How Verizon Fios Leverages Human Innovation, Apps, Bots, XR and Machine Learning

Sasha Chatani Lucas, Head of Digital, Verizon Fios

Synergistic Best Practices Across Sales and Service Centers

Fostering Customer Loyalty: How Age of Learning Equips

Agents for Success

Michael Furman, VP Customer Support, Age of Learning, Inc.

Kay Phelps, Senior Manager, 8x8

Tim Richter, Director, Contact Center Product Marketing, 8x8

Business Model Innovation: Assume a Lean Startup Mindset to Business Operations

Jake Petersen, SVP, Operations, MoviePass

How to Balance Work Life and Personal Life

Hosted by: eGain Hosted by: 8x8

12:00 PM How to Recruit the Best and Brightest Customer Service Talent in 2019

The Membership Economy: A New Era of Customer Relationships

Robbie Kellman Baxter, Author, The Membership Economy

The Membership Economy book signing at 2:45 PM.

Take Self Service to the Next Level

Bringing Both Macro and Micro VOC Data to Life

Karen Walker, Director, Customer Care, Anthem

The Contact Center of the Future: Why a Cloud Contact Center

is a Must Have in 2019

Contact Center Turnaround: Strategic Planning from the First 90 Days

Stacy Smith, SVP, Contact Center Director, Hancock-Whitney Bank

CCWomen Leadership Panel and Q&A

Hosted by: Talkdesk

DAY 3: MAIN CONFERENCE AND EXPO








TIME BLOCK A: Interaction Discussion Groups (IDGs)

10:50 AM - 11:20 AM • 11:25 AM -11:55 AM • 12:00 PM - 12:30 PM

1 Chatbots

Hosted by: bold360, by LogMeIn11 Intelligent Routing

2 Omnichannel

Hosted by: Five912 Voice of the Customer

3 Remote Agents 13 Design Thinking for CXl

4 CX Automation

Hosted by: Amazon Web Services14 Agent Performance

Hosted by: TalentKeepers

5 Customer Intent 15 Learning & Development

Hosted by: mLevel

6 Personalization 16 Self Service

7 Customer Loyalty 17Digital CX

Hosted by: Unabel

8 Proactive Engagement 18 Live Chat

9 Customer Journey Mapping 19 Social Media for CX

10Actionable Analytics

Hosted by: Gridspace20 Workforce Optimization


Concurrent Track SessionsPEOPLE STAGE

TECHNOLOGY STAGE

CCW INNOVATION LAB

PROCESS STAGE

FOUNDATIONS STAGE

CCW EXECUTIVE CLUB

CCWOMEN








12:30 PM NETWORKING LUNCH & CCWOMEN LUNCHEON IN THE EXPO HALL

1:30 PM 20TH ANNIVERSARY KEYNOTE: Zappos, Delivering Happiness & Downtown Las Vegas

Tony Hsieh Chief Executive Officer Zappos

Culture is to a company as community is to a city: it’s about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying his very successful Zappos corporate culture model (recognized multiple times by FORTUNE as one of the top 100 best places to work) to help build the most community-focused large city in the world in the place you would least expect it: Downtown Las Vegas. Research has shown that every time the size of a city doubles, productivity and innovation per resident increases by 15%, but when companies get bigger, productivity per employee generally goes down. With his new $350 million Downtown Project, Tony is creating a unique hybrid of corporation, community, and city to drive productivity and innovation both for Zappos as well as the city itself.

2:30 PM CCW EXCELLENCE AWARDS FEATURE: Customer Contact Leader of the Year Q&A

Join Five9 as we learn from the Customer Contact Leader of the Year, recognized the night before at the CCW Excellence Awards. Hear commentary on the key leadership traits and transformational skills required of the individual receiving the highest honor in our industry. Leverage these takeaways to take your own customer operations to the next level.

Sponsored by:

2:45 PM NETWORKING BREAK IN THE EXPO HALL

5 O’CLOCK SOMEWHERE HAPPY HOUR Happy Hour starts early at CCW! Reference the happy hour map in the conference Mobile App on-site and enjoy all the sponsored signature cocktails throughout the Expo Hall.

MEET, GREET AND BOOK SIGNINGTony Hsieh: Delivering Happiness

Robbie Kellman Baxter: The Membership Economy

CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.


3:45 PM Session Transition Time








TIME BLOCK B: Track Sessions

PEOPLE STAGE


PROCESS STAGE


TECHNOLOGY STAGE


Automation Leaders

FOUNDATIONS STAGE


and Supervisors)

CCW INNOVATION LAB




For Training, Learning and Development Leaders

Hosted by: Avaya Hosted by: Genesys Hosted by: Five9

3:55 PM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks

4:00 PM Transform Culture by Building Relationships Over One-Off Transactions

Troy Stevenson, VP, Global Head of Community Operations, Uber

The State of CX: Insights From Genesys Consumers and Businesses

Organize Technology Product Teams to Continuously Improve Customer Experience

Scott Casciato, Senior Director, eCommerce Fulfillment & Customer Service, DICK’S Sporting Goods

Best Practices for Dynamic Customer Journey Mapping

Devon Westerholm, Director of Customer Experience, Dropbox

Reduce Effort for Agents and Customers Alike

Cultural Transformation + Digital Transformation: Get Executive Leadership in Cadence with Customer Contact Strategy

Jared Benesh, Executive Director, Contact Center Technology/Product Strategy, Quicken Loans

Instructional Design and Development in the Contact Center

Ronda Feague, Director, Instructional Design Strategy & Contact Center Learning, Choice Hotels International

Hosted by: Genesys Hosted by: NICE inContact

4:35 PM Beyond Millennials: How to Engage Gen Z

Debra Heim, Telecommunication Call Center Manager, State University College at Oneonta

How AMEX Global Business Travel Reinvented Travel Manager and Traveler

Experience

Kevin Yeh, Director, Global Marketing and Product Management, AMEX Global Business Travel

Marilyn Markham, Director of Digital Services, AMEX Global Business Travel

Cyber and Data Security: How to Collaborate with IT to Ensure Customer Data is Safe

PACE Panel: Import Compliance Considerations for Contact Centers

Stuart Discount, CEO, Professional Association for Customer Engagement (PACE)

Michele Shuster, Partner, Mac Murray & Shuster LLP

Maximize the Potential of AI, Robotics and IoT in Your Customer Engagement Center

Evolving Your Contact Center for Customer-Centricity

Valdy Dobrila, Corporate VP, Service Excellence, New York Life

Trina Martin, Corporate VP, Service Strategy, New York Life

Celebrity Cruise’s Model for Development Beyond the Contact Center

Grace Arrazcaeta, Enterprise Transformation Lead, Celebrity Cruises, Inc.

Manny Celdran, CO Outbound Sales Manager, Celebrity Cruises, Inc.

Hosted by: Appian

5:10 PM How an 80-Year-Old Bank Has Put Customers First and

Delivers Happiness

Dwayne Calder, Managing Director, Insight & Enablement, ATB Financial

Experience Over Metrics: Redesigning Your Quality Assurance Model

Lexi Emmons, Senior Director, Customer Experience, Bright Horizons

From Tribal to Top Notch: Integrating Systems for 21st Century Customer Support

Elizabeth Marchetti, Director of Customer Support, Clearent

How to Evangelize Customer Centricity in a Highly Technical Environment

Lance Ley, Manager, Strategic Field Operations, Sub-Zero Group, Inc.

Marci Rosen, Corporate Manager, Customer Experience, Sub-Zero Group, Inc.

Humanize Your Self-Service Experience with Virtual Assistants

Leverage Storytelling to Engage the C-Suite

Marvin Hamilton, VP, People, Condé Nast

Maximize Training Opportunities Through Micro Learning

Hosted by: Omilia









TIME BLOCK B: Interaction Discussion Groups (IDGs)

4:00 PM - 4:30 PM • 4:35 PM - 5:05 PM • 5:10 PM - 5:40 PM

21 Chatbots

Hosted by: IBM Watson31 Intelligent Routing

22 Omnichannel

Hosted by: TTEC

32 Voice of the Customer


24 CX Automation

Hosted by: Helpshift34 Agent Performance


Hosted by: Integrity Solutions


27 Customer Loyalty 37 Digital CX



30 Actionable Analytics 40 Workforce Optimization



TECHNOLOGY STAGE

CCW INNOVATION LAB

PROCESS STAGE

FOUNDATIONS STAGE

CCW EXECUTIVE CLUB

CCW UNIVERSITY








5:40 PM Transition Time

5:45 PM PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement

Troy Stevenson VP, Global Head of Community Operations Uber

Sasha Chatani Lucas Head of Digital Verizon Fios

Shaun Smith VP Global Operations IBM Cloud Platform

Michael Cronin VP, Global Operations & Support Openlink

Tom Brennan Global Director, Customer Service Transformation ServiceNow

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

· Why digital tools, such as AI, can foster greater empathy and human connection

· What skills and attributes are important for the productive super-agent

· How workflow connected teams and automated processes enhance the agent experience

Hosted by:

6:25 PM ROCKSTAR KEYNOTE: The Rules for Customer Experience Rockstars

James Dodkins Founder & Customer Experience Rockstar ROCKSTAR CX

In this high energy, entertaining and musical keynote, “Customer Experience Rockstar” James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11 out of 10. James will feature 3 of his 5 “Rules for Rockstars”.

136 Ideas for Rockstar Employee Engagement book signing follows the keynote.

6:40 PM - 20TH ANNIVERSARY COCKTAIL RECEPTION IN THE EXPO HALL

GRAB A DRINKCELEBRATE 20 YEARS OF CCW

Grab a drink at one of the multiple beer and wine bars open throughout the Expo Hall

LIVE ENTERTAINMENT Join your colleagues on the dance floor to celebrate an amazing first day!

MEET, GREET AND BOOK SIGNING James Dodkins: 136 Ideas for Rockstar Employee Engagement

8:00 PM - CCW After Party

The fun never stops at CCW! Party Vegas style with the Transperfect crew at 1 OAK Nightclub in The Mirage.

Hosted by:

11:00 PM

7:30 PM







Thursday, June 27, 2019DAY 4: MAIN CONFERENCE AND EXPO

7:00 AM Check-In

8:00 AM OPENING REMARKS

Becky Ploeger VP Sales & Service Strategy USAA

John Pompei Head of Player Experience Operations Electronic Arts

Mario Matulich Executive Director Customer Management Practice

Dan Rood VP Product Marketing Genesys

8:10 AM TRANSFORMATION KEYNOTE: From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs

Lance Gruner EVP, Global Customer Care MasterCard

When Lance Gruner was recruited to focus B2B support processes at MasterCard, he felt like a party crasher. Product lines operated independently, each with their own unique experience. There was no seat for neither him nor the customer at the table. 5 years on, Lance now leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance went from party crasher to honored guest during this opening keynote:

· Take a process-oriented approach to build the foundation for end-to-end CX

· Become the culture catalyst for customer centricity

· How focusing vendor relationships contributes to holistic experience

8:40 AM PANEL DISCUSSION: To Transform Your Business You Must Urgently Transform Customer Service

We are in an unprecedented time in history where the strategy to move the needle on CX is accelerating at a groundbreaking rate. In a customer’s everyday life they use apps and platforms that provide great experiences, whether it is Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook. This “consumerization” of strategic advances has created new customer expectations. And this is where the sense of urgency is coming from — your business must meet and exceed, or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. In this dynamic panel, hear how AI can be the catalyst for customer service transformation, deliver on metrics that matter and lead to better business for your company.

Hosted by:

9:20 AM NETWORKING BREAK IN THE EXPO HALL

“MEET THE CUSTOMER” PROGRAM Hear directly from the clients of our vendors at their booths. Participate in the “Meet the Customer” Program, gamify vendor sourcing, and win prizes along the way.

CCW DIGITAL PODCAST STUDIO INTERVIEWS Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers. The latest interview schedule will be posted near the podcast stage.


10:40 AM Session Transition Time








TIME BLOCK C: Track Sessions

PEOPLE STAGE


PROCESS STAGE


TECHNOLOGY STAGE


Automation Leaders

FOUNDATIONS STAGE


and Supervisors)

CCW INNOVATION LAB




For Training, Learning and Development Leaders

Hosted by: Avaya Hosted by: Genesys Hosted by: Five9

10:45 AM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks

10:50 AM Understanding Your Team: Play to Strengths with an Empathy-First Approach

Maureen Fagan, Chief Experience Officer, University of Miami, Miller School of Medicine

Unskippable: How To Purposely Attract Lifetime Customers

Jim Kukral, Author, Unskippable

Unskippable book signing at 12:30 PM.

Customer Relationship Management, from Plan to Execution

The Fundamentals of Contact Center Workforce Management & Optimization

Dusting off the Data: Curate Personalized Experiences with Existing Customer Information

How to Manage BPO’s and Complex Vendor Operations Globally and Locally

Lisa Stoner, Global Head of Support Operations, Uber

RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance

Jared Benesh, Executive Director, Contact Center Technology/Product Strategy, Quicken Loans

Hosted by: Google

11:25 AM Pushing the Envelope in a Changing Workforce

Calvin St. Juste, COO Global Fraud, Morgan Stanley

Leverage a New Authentication Approach to Transform Contact Center Performance

Agent-Facing Systems: Getting to Single Sign On and Simplified Systems

From the Ground Up: Build the Business Case for CX

Kim Rosenlund, VP of Marketing and CX, United Dental Partners

Get Customers to Answer the Phone Again

Four Key Transformations to Become the Future Contact Center

Richard Charette, AVP, Digital Experience Design, WF Virtual Channels, Wells Fargo

From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operations

Anthony Weinberg, VP of Call Center Operations, Dream Center Education Holdings

Hosted by: TRUSTID Hosted by: First Orion

12:00 PM Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive

Charles Ryan, Author, Thanks for Coming in Today

Thanks for Coming in Today book signing at 12:30 PM.

CX Through the Lens of Process Excellence

Sundar Chari, Director, Customer Experience, Hertz

Details in the Dashboard: How to Leverage Aggregated Data for Continuous Improvement

Effort, Emotion, Effectiveness: The Keys to Customer Loyalty

Deb Alvord, Director of CX, Worldwide Services, Lenovo

Action Customer Journey Mapping Outcomes to Contact Center Processes

CX Design: Create Trustworthy Experiences for Your Complex Customers

Reality Canty, Experience Researcher, Airbnb

Develop the Next Generation: A New Approach to Leadership Development

Hosted by: Bright Pattern

12:30 PM NETWORKING LUNCH IN THE EXPO HALL: Meet, Greet and Book Signings

Jim Kukral: Unskippable

Charles Ryan Minton: Thanks for Coming in Today







TIME BLOCK C: Interaction Discussion Groups (IDGs)

10:50 AM - 11:20 AM • 11:25 AM - 11:55 AM • 12:00 PM - 12:30 PM

41 Chatbots 51 Intelligent Routing

42 Omnichannel 52 Voice of the Customer


44 CX Automation 54 Agent Performance








12:30 PM NETWORKING LUNCH IN THE EXPO HALL: Meet, Greet & Book Signings

Jim Kukral: Unskippable


TECHNOLOGY STAGE

CCW INNOVATION LAB

PROCESS STAGE

FOUNDATIONS STAGE

CCW EXECUTIVE CLUB

CCW UNIVERSITY

Interested in the track sessions? View more information on the previous page!

Interested in more info on how IDGs work? Click here to view

Charles Ryan Minton: Thanks for Coming in Today








TIME BLOCK D: Track Sessions

PEOPLE STAGE


PROCESS STAGE


TECHNOLOGY STAGE

For Technology Strategy, Acquisition and Automation Leaders

FOUNDATIONS STAGE

For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

Hosted by: Avaya Hosted by: Genesys

1:25 PM Track Host Remarks Track Host Remarks Track Host Remarks Track Host Remarks

1:30 PM A Human-Centered Approach to Employee Engagement

Diane Magers, CEO, Customer Experience Professionals Association (CXPA)

Bob Azman, Board Member, Customer Experience Professionals Association (CXPA)

Cleaning Up the Mess for an Effortless Experience

Lara Burnside, SVP, PX and Strategy, Chief Experience Officer, JPS Health Network

Best Practices in Authoring Technical Content to Support the Agent and Customer Experience

Jonathan Pritchard, Product Writer, Trainer, 365 Cannabis

Employ Systems Thinking to Optimize Service Delivery

Jamie Lancaster, VP, Contact Centers and G&A Expense Optimization, Kroger

2:05 PM People Tooling and Execution: Are Your Teams Structured for Optimal Performance?

Kristen Swanson, Head of Operations, Google Image Search, Google

A New Metric Mindset: Why Metrics Must Align with the Desired Experience

Nina Gines, Director Member Services, CerpassRx

How to Build a Technology Roadmap for the Future Contact Center

Kendall Williams, Director, Member Care, Nationwide

A3 Problem-Solving and Continuous-Improvement for the Contact Center

Joshua Tye, Director, Customer Experience, Compass Group

2:40 PM Take Agent Retention to the Next Level

Leigh Roach, Customer Service Manager, Johnston & Murphy

Process Improvement Tools for the Contact Center and Beyond

Patrick Ebrahimian, Director of Business Improvement and Quality, Wyndham Destinations

A Winning IVR: Best Practices in Call Routing that Tangibly Improve Engagement

How to Get Started with Social CX

Russel Lolacher, Web and Social Media Services Expert, CCW Influencer







TIME BLOCK D: Interaction Discussion Groups (IDGs)

1:30 PM - 2:00 PM • 2:05 PM - 2:35 PM • 2:40 PM - 3:10 PM

61 Chatbots 71 Intelligent Routing

62 Omnichannel 72 Voice of the Customer


64 CX Automation 74 Agent Performance








Concurrent Track Sessions

PEOPLE STAGE

TECHNOLOGY STAGE

PROCESS STAGE

FOUNDATIONS STAGE

Interested in the track sessions? View more information on the previous page!

Interested in more info on how IDGs work? Click here to view








3:10 PM Transition Time

3:15 PM FINAL NETWORKING BREAK IN THE EXPO HALL

3:30 PM CUSTOMER CONTACT WEEK PRIZE DRAWING

From a car to cash prizes and everything in between, the CCW expo hall prize drawing is the icing on top of an action-packed week! Participate in the Demo Drive and “Meet the Customer” Program for a chance to win. You must be present to win!

4:00 PM CELEBRITY KEYNOTE

MAGICAL CLOSING KEYNOTE ANNOUNCEMENT COMING SOON

4:30 PM Main Conference Concludes







8:00 AM Check-In & Breakfast

8 Zappos & Windham Professionals

8:00 AM Check-In



9 Zappos & GES

9:15 AM Check-In



10 Site Tour

25 CAP

25 CAP

5:00 PM CCW Concludes

We’re heading to Austin later this year! Follow #CustomerContactWeek to stay up to date!

Friday, June 28, 2019DAY 5: SITE TOUR EXPERIENCE DAY

STAY TUNED... 1 More Site Tour Experience

To Be Announced!







build your ccw program - asdevents · day 1: site tour experience day monday, june 24, 2019 8:00 am...

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