CCW Executive Exchange March

March 22 - 24, 2020 | Miami, Florida

Exchange Day 1

10:00 am - 10:30 am Exchange Registration

10:30 am - 10:40 am Welcome Orientation

10:40 am - 10:50 am Chairperson’s Opening Remarks

10:50 am - 11:00 am Ice Breaker Activity

11:00 am - 11:30 am BENCHMARKING SESSION: The Power of 3- Customers, Employees and Shareholders

Libba Sapitsky - Head of Customer Service and Operations, CVS Health
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Libba Sapitsky

Head of Customer Service and Operations
CVS Health

11:30 am - 12:00 pm PROJECT ANALYSIS: Disrupting the Customer Experience of a 160-Year-Old Company

Vivek Bedi - Head of Consumer Experience Digital Products, Northwestern Mutual
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Vivek Bedi

Head of Consumer Experience Digital Products
Northwestern Mutual

12:00 pm - 12:45 pm Networking Brunch

12:45 pm - 1:15 pm Masterclass: Optimize Customer Experience with Workforce Management

1:15 pm - 1:45 pm Masterclass: Live Chat? Messaging? Phone? Improve Customer Service with a Channel of Choice Strategy

12:45 pm - 1:15 pm Masterclass: Conversational AI: Realities of AI and Virtual Assistant Development and Implementation

1:15 pm - 1:45 pm Masterclass: Unify Social Support to Drive Customer Satisfaction

1:45 pm - 2:15 pm Business Meetings

2:15 pm - 2:45 pm Business Meetings

2:45 pm - 3:15 pm Business Meetings

3:15 pm - 3:45 pm Networking Break

3:45 pm - 4:15 pm PROJECT ANALYSIS: Lean Initiatives within Customer Service- how to make the functions more efficient

Forrest Wagner - Vice President, Customer Service, Helen of Troy
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Forrest Wagner

Vice President, Customer Service
Helen of Troy

3:45 pm - 4:15 pm PROJECT ANALYSIS: Deploying Customer Analytics in the Cloud

Jeffrey Parkinson - Vice President, Customer Operations, Dow Jones
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Jeffrey Parkinson

Vice President, Customer Operations
Dow Jones

4:15 pm - 4:45 pm Business Meetings

4:45 pm - 5:15 pm Business Meetings

5:15 pm - 5:30 pm Comfort Break

Wine-O- Clock Group Discussions

Roundtable 1

5:30 pm - 6:15 pm Artificial Intelligence and Chatbots

Roundtable 2

5:30 pm - 6:15 pm Agent Training and Development

Roundtable 3

5:30 pm - 6:15 pm Customer Journey Mapping

Roundtable 4

5:30 pm - 6:15 pm Workforce Optimization

6:15 pm - 7:15 pm Cocktail & Dinner Reception