The Dawn of a New Eras in Customer Contact
We stand at the brink of a new era. Our industry is set to experience tremendous change due to remarkable technological advancements, rapidly evolving customer behavior, and a massive transformation in our work environments. There has never been a more critical time to connect with top leaders in our industry, benchmark your operations, and ensure your teams have access to the insights that will drive success today and foster explosive growth tomorrow. Together with leading industry executives, we crafted this CCW Exchange program to address these unique challenges and opportunities facing customer contact leaders in this dynamic and often unpredictable operating environment.
We invite you to join us at this important event, where the top industry leaders will examine new trends, methodologies, and cutting-edge solutions. And, together, we'll pave the path for a bright future for customer contact.
Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Fuel up, settle in, and get ready for an engaging and productive day ahead!
To get us started, we'll provide some helpful guidance to navigate your CCW Exchange personalized itinerary. Orient yourself with the format of an Exchange and learn tips and tricks on how to enhance your on-site experience. We'll conclude with an icebreaker activity - with prize giveaways!
As the world of customer service becomes increasingly flexible and complex, it's essential for contact center leaders to retain and engage their agents. But what makes an agent more or less likely to succeed in new ways of working? Moreover, how can leaders shorten their teams' time to competency amid a competitive and uncertain talent market?
This can't-miss presentation from CMP Research Managing Director Nicole Kyle will examine what distinguishes high-performing hybrid contact centers and agents from the rest. She will share eye-popping insights and invaluable best practices from their latest research.
Topics Include:
- Retain and engage agents in the new hybrid contact center environment
- Identify the factors that contribute to agent success in new ways of working
- Shorten time to competency for new agents
- Stay up-to-date on the latest trends and best practices in the industry
CMP Research, a division of Customer Management Practice, supports strategic customer contact leaders through independent insights, frame-breaking research, data, and case studies.
In today's constantly evolving world, change is the only constant, and customer contact executives must navigate these changes while delivering consistent world-class CX. The convergence of higher emotion, stronger complaints, and more entitlement from the consumer is causing organizations to shift from a reactive to a proactive approach. How do we drive more consistency for personalized, predictive experiences? In this session, Becky Ploeger, Global Head of Reservations and Customer Care, will share how Hilton embraces change and consistently drives disruption through turbulent times.
Topics Include:
- Understand the challenges that customer contact executives face during times of change and recession
- Learn strategies for delivering consistent world-class CX while meeting the needs of customers and employees
- Explore best practices for embracing change and driving businesses forward during times of turbulence and change
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
So much research today tells us that we must be easy to work with for our customers, or they will head to our competitors. Frontline employees play a critical role in resolving customer issues and making things easy. However, performance coaching is often made difficult in the current structure for most organizations. In this session, Sean Albertson shares how organizations can COACH for the Resolution Of Customers’ Known Struggles (4ROCKS).
Topics Include:
- Ways to leverage data to identify performance trends for coaching
- Technology required to conduct this analysis.
- How businesses today are innovating the process of coaching.
As you build onboarding for new hires, getting your agents to a place of confidence and proficiency can often be a challenge, especially in a hybrid workforce environment.
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In this keynote, Casey Denby, VP of Sales at Zenarate, will share onboarding methodologies that are proven to drive increased Speed to Proficiency. Learn how to build up agent confidence and sustained performance. Casey will also reveal key findings on CX preferences designed for today’s consumers and what experiences they truly expect when contacting your brand for support. Find out why driving higher speed to proficiency with new hires is the top metric for delivering the experience your customers expect and deserve.
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The hybrid workforce is here to stay. Learn insights into why companies are losing customers and market share by not having effective onboarding. While companies shifted to 'virtual learning' due to need, most lack a cohesive and scalable training and onboarding strategy for new hires in a global hybrid workforce.
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<u>Key Takeaways:</u><BR>
- The most effective methods to onboard new hires in a global hybrid workforce<BR>
- How to build up agent confidence and sustained performance<BR>
- Key findings on CX preferences impacting your business<BR>
- How to best scale onboarding consistency and accountability via AI technology
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
In today's challenging financial landscape, consumers are facing various financial pressures and disruptions in their lives. How are these economic challenges impacting their purchasing behavior and trust in brands? And more importantly, how can organizations effectively connect with consumers, build trust, and cater to their evolving mindset? Join us as we explore the dynamics of consumer trust and mindset in a disrupted world and discover strategies to establish meaningful connections with your target audience.
Key Takeaways:
- Gain insights into the economic challenges faced by consumers and their impact on purchasing decisions
- Understand the importance of building trust with consumers in an uncertain environment
- Learn strategies to connect with consumers, engage their mindset, and foster long-term relationships based on trust and empathy
In a rapidly evolving landscape, it is crucial for organizations in the travel and hospitality industry to build flexibility into their operations while staying aligned with customer expectations. Join us as we explore strategies and best practices that enable companies to adapt, react, and thrive in the face of changing needs and behaviors. From gathering voice of the customer feedback to fostering workforce connectivity and accountability, discover how to build a resilient and customer-centric organization that delivers exceptional experiences.
Topics Include:
- Proactive customer feedback strategies, leveraging data, and staying in tune with changing expectations
- Build flexibility into your operations to respond effectively to customer needs, industry shifts, and emerging trends, enabling agility and staying competitive in a dynamic market
- Methods for fostering a sense of purpose, connection, and ownership among distributed teams, aligning them with the organization's vision and mission
Please check your 1:1 personalized itinerary located under "My Meetings" in the mobile app. It's possible you may or may not have a meeting scheduled at this time. We will have networking opportunities available for those who are free at this time.
Wine will be served prior to roundtable discussions. Choice of red or white. Enjoy!
Exchange stories, challenges, and strategies in these informal roundtable discussions. We'll jump-start the conversation with some top-of-mind questions, facilitated by industry thought-leaders. Contribute, collaborate, and benchmark against similar goals.
In today's fast-paced, digital world, organizations are constantly seeking innovative ways to engage, delight, and retain customers. Generative AI presents a powerful toolset that can revolutionize the way businesses interact with their customers, enabling highly personalized experiences, extracting valuable insights, and automating customer service processes. Gain valuable insights into strategic deployment; exploring its impact on customer interactions, decision-making processes, and overall business performance.
Technology and market forces are aligning to enable a new generation of products, services and experiences for customers. Incremental change will not meet the demands of the market.
Join us for an interactive discussion about the ever-changing landscape of the customer experience. Explore trends in the shift to customer empowerment and the need for company-wide digital transformation.
"You've got to start with thr customer experience and work back toward the technology - not the other way around." - Steve Jobs
Join us for an evening of connection and camaraderie following a day of fruitful sessions! Delight in the breathtaking views as you savor a delectable 3-course meal, forging lasting relationships with fellow attendees. Prepare to be inspired and reenergized, igniting your excitement for what lies ahead on Day 2.