Tuesday, June 23, 2020 - Technology & Innovation Focus Day

8:00 am - 8:15 am Check-In

Customer journey maps are so much more than a handy visualization tool for rooting out gaps and pain points in the customer experience. The goal of journey mapping is to take insights on board and transform them into business goals. Done right, a customer journey map can help you answer big-picture questions. In this session, we will dive into what types of questions a journey map can help answer, bottom line-related business goals they can help you meet, and a step-by-step process of how to create your own customer journey map.


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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Michael DeJager

Principal Analyst & Head of Product Development
Customer Management Practice

There's an infinite number of things your customer contact team should do. But how do you definitively determine team priorities? More importantly, how do you empower bots and employees to make the right decisions in critical moments of truth? The answer lies in actionable customer analytics. Not simply “prescriptive,” actionable intelligence acts as a team enablement tool. As a result, actionable analytics lead to greater satisfaction, sales, marketing conversions and operational efficiency. In this session, we will uncover a 5-step actionable analytics journey, the most pressing customer data challenges, critical contact center insights you must measure and action today, and key requirements for an actionable customer analytics strategy.


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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Nathan Nickens

Senior Analyst & Conference Director
Customer Management Practice

Chances are, digital channels represent the first touchpoint a customer has with your brand. Nowadays, the digital customer experience is a natural extension of the customer relationship. The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than off-line channels. In this session, we will discuss the hallmarks of an omnichannel customer experience, common mistakes businesses make in the digital customer experience, and how to optimize various digital channels for their best possible use case.

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Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

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Mario Matulich

Executive 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.
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Michael DeJager

Principal Analyst & Head of Product Development
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.
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Simon Copcutt

Head of Strategic Account
Customer Management Practice

6:30 pm - 7:30 pm CCW Excellence Awards Welcome Reception



7:30 pm - 10:00 pm CCW Excellence Awards Gala

Dan Burkland - President, Five9


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Dan Burkland

President
Five9