Thursday, June 25, 2020 - Main Conference And Expo

7:00 am - 8:00 am Check-In

AM Mainstage Sessions


Michael DeJager

Principal Analyst & Head of Product Development
Customer Management Practice


Daniel Rood

VP, Product Marketing

8:20 am - 8:50 am 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. Your business must meet and exceed the best customer experiences on the market or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. In this dynamic panel, hear how:
  • Leading companies pave the way for experience across industries
  • AI can be the catalyst for customer service transformation
  • Deliver on metrics that matter and lead to better business for your company

8:50 am - 9:20 am Rules for Customer Experience Rockstars

James Dodkins - Founder and Customer Experience Rockstar, Rockstar CX
Back by popular demand, James Dodkins returns to CCW with his signature musical keynote experience. In this high energy, entertaining and musical keynote you’ll learn lessons from a former real-life, award-winning rockstar. James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11. James will even dust the cobwebs off of his guitar to give you a musical experience you’ll never forget.

James Dodkins

Founder and Customer Experience Rockstar
Rockstar CX

9:20 am - 10:20 am Networking Break in the Expo Hall

Breakout Track Sessions

People Track
Performance Management
Efficiency in the contact center is key, and efficiency is driven by effective performance management of agents and supervisors. In this session series, hear cutting edge approaches to talent management and development in the contact center.

10:30 am - 11:00 am Create a Coaching Culture for Talent Success
Frequent coaching in the contact center environment is both more effective and more engaging than any formal training and development program. How can your formalize a coaching environment that embeds itself as a way of working rather than a management dictated mandate?  In this session, we will explore:
  • Key characteristics of a coaching culture
  • How to organically initiate coaching at the supervisor level
  • Tips from the best enterprise

11:15 am - 11:45 am Apply Principles of Behavioral Economics to Performance Evaluations
Volumes of data support the conclusion that rating employees reduces their self esteem and creates animosity and competition among peers. That said, absence of feedback leads to uncertainty and nervousness. How does your performance management program drive employee performance, encourage engagement, and increase retention?  In this session we’ll explore:
  • The role of intrinsic motivation in agent performance 
  • Using bounded rationality, willpower, and self interest to design  employee evaluation instruments
  • The single best tool for driving employee performance

12:00 pm - 12:30 pm Orchestrate Effective Employee Recognition Programs
Myke Mansberger - VP, Head of People, Bombas
Every contact center has it’s take on agent recognition, from point systems to core value awards to peer recognition programs. The best programs edify a collaborative culture while maintaining an element of comradery.  In this session, we will explore:
  • Various contact center recognition programs
  • How recognition feeds into development opportunities
  • Culture building opportunities in tandem with recognition

Myke Mansberger

VP, Head of People

Technology Track
Customer Data Protection
Are measures in policies in place to protect customers? Is the greater team trained and in compliance with appropriate processes? This session series examines protecting your customers and dealing with tough situations in the case of a breach.

10:30 am - 11:00 am Security and Compliance Measures You Need to Think About Today
Arnold Feist - Chief Compliance Officer, Interactive Brokers
Leading your customer contact team through a seemingly endless barrage of data security threats while ensuring compliance with a kaleidoscopic regulatory framework are both vital skills for customer contact executives.  How do you balance those responsibilities with your mission to deliver world class customer experiences?  What are the most important questions you need to answer about your data protection policies?  In this session, we’ll explore top data security trends and compliance issues facing customer contact executives, including:
  • Emerging customer data security threats
  • Compliant customer communication policies
  • Data security crisis management strategies

Arnold Feist

Chief Compliance Officer
Interactive Brokers

11:15 am - 11:45 am The Day After Doomsday: How to Navigate Through a Data Breach
Eugene Malobrodsky - Chief Strategy Officer, Pango
It’s one of the most difficult days for the customer function: the day of a data breach. You are faced with earnest customers deeply concerned about their data, legal ramifications, and a PR crisis. What can the customer function do to minimize the damage? In this session, we will explore key considerations in the days and weeks that follow a situation involving customer data:
  • Notification requirements
  • How to prepare your front lines
  • Protecting the organization’s reputation

Eugene Malobrodsky

Chief Strategy Officer

12:00 pm - 12:30 pm Voice Biometrics: Call Authentication for the Next Generation
An IVR’s inability to authenticate callers is a huge driver of much more costly live agent interactions. What methods exist to streamline authentication processes, cut costs and deliver a more effortless customer experience? The answer lies in voice biometrics:
  • A new authentication approach to reduce AHT
  • Increase self service customer success
  • How biometrics enhances fraud protection
CX & Design Track
Transforming Data From 1's and 0's to Dollars and Cents
Are you measuring key data points that can be actionable for the end-to-end- experience? Is data consolidated into a dashboard for easy sharing and understanding? This session series examines customer data as a tool for business value.

10:30 am - 11:00 am The State of VoC: How to Measure the ROI of CX Investments
Qualitative and quantitative Voice of customer data represents the most powerful tool in the customer function’s toolbelt when it comes to acquiring budget, validating investments, and measuring experience improvements. Are you maximizing the value of provided by customer data across the end-to-end experience? In this session, we explore:
  • Dashboarding data in a meaningful way
  • Uncover and communicate findings up and across the organization
  • Connecting VOC back to financial metrics

11:15 am - 11:45 am Customer Listening: How to Make Customer Feedback Meaningful Across Your Company
Paul Jarrett - CEO & Co-founder, Bulu Box
Manuel Christoffel - Chief Customer Officer, woom bikes USA
Due to the small, lean nature of startup organizations, they are uniquely positioned to collect and action customer feedback quickly and efficiently. Conversely, large, legacy enterprises can struggle making feedback meaningful and actionable for the greater organization. In this session, startup leaders share their customer listening tips and tricks:
  • How to operationalize feedback quickly
  • Collaboration across support and product teams
  • Feedback mechanisms you can implement today

Paul Jarrett

CEO & Co-founder
Bulu Box


Manuel Christoffel

Chief Customer Officer
woom bikes USA

12:00 pm - 12:30 pm How to Leverage Customer Data to Drive Loyalty
Benjamin Lord - Chief Marketing Officer, Mira
Collecting and mining customer data allows for personalization across an omnichannel environment that connects touch points and drives loyalty.  Traditionally rooted in marketing and sales functions, the strategy driving retention and loyalty through the customer acquisition process hugely impacts the end-to-end CX.  In this session, we will examine:
  • The marketing aspect of the end-to-end experience
  • Brand experience across touchpoints
  • How to remove silos across CX

Benjamin Lord

Chief Marketing Officer

Contact Center Track
Process Automation
Are you leveraging the power of AI to both cut costs and enhance the customer experience? Have you considered what automation can do to transform your agent experience? This session series uncovers perspectives on process automation in the contact center environment.

10:30 am - 11:00 am Balance Automation Strategy with the Right Level of Human Interaction
n a world where AI has disrupted the very essence of a speedy and efficient customer interaction, empathy can suddenly be absent from your customer experience. The balance of AI and human touch is dependent on the experience your organization wants to deliver and your customer’s expectations. In this session, we explore various approaches to leveraging AI and humans:
  • Customer facing AI vs. assisted service
  • When is human interaction a requirement
  • Effective transitions between self service and assisted service

11:15 am - 11:45 am Using Your Agents to Support Chatbot Design and Delivery
AI can be the intensely unsettling elephant in the room for your agents:  Will I be replaced by a bot? Where AI will inevitably replace some level of lower-value work in your contact center, have you considered engaging your top talent to program your AI?  This session explores the next generation role for your leading agents: chatbot designer:
  • How AI puts the onus on retraining and reengaging 
  • Engage top talent to craft automated CX
  • Change management across your automation journey

12:00 pm - 12:30 pm Agent-Facing Automation: Best Practices for Assisted Service
Where some level of low-value tasks can be automated out of the agent service, there are a myriad of escalations that will still require a live agent. Are you taking advantage of AI beyond the customer-facing chatbot? In this session, we will explore AI use cases for agent support:
  • Agent desktop unification and automation
  • Agent guidance and assistance
  • Dynamic knowledge base

Think Tanks

31: 360 Degree Customer View

10:30 am - 12:15 pm How to Leverage Omnichannel Capabilities for a 360 Degree View

32: Actionable Analytics

10:30 am - 12:15 pm How to Tell a Story to the C-Suite Leveraging Data

33: Agent Performance

10:30 am - 12:15 pm How to Leverage Analytics to Augment Agent Performance

34: Field Service Management

10:30 am - 12:15 pm How to Coordinate the Right Data Points with Field Service Agents

35: Chatbot Strategy & Execution

10:30 am - 12:15 pm How to Increase the Humanity of a Chatbot Interface

36: Contact Center Authentication

10:30 am - 12:15 pm How to Prevent Fraud through Thoughtful Security Measures

37: Contact Center Automation

10:30 am - 12:15 pm How to Leverage Automation for Workforce Optimization

38: Customer Sentiment & Intent

10:30 am - 12:15 pm How to Integrate Sentiment Analysis into an Existing VOC Model

39: Digital Customer Experience

10:30 am - 12:15 pm How to Connect Digital Touchpoints with the Contact Center

40: Empathy & Experience Design

10:30 am - 12:15 pm How to Measure the ROI of Design for Deeper CX Investments

Think Tanks

41: Journey Mapping

10:30 am - 12:15 pm How to Overcome Pitfalls of Static Journey Maps

42: Recruitment

10:30 am - 12:15 pm How to Recruit Millenial and Gen-Z Talent

43: Rethinking Omnichannel

10:30 am - 12:15 pm How to Engage Agents in an Omnichannel Environment

44: Self Service

10:30 am - 12:15 pm How to Create a New Self Service Offering from Scratch

45: Social Customer Experience

10:30 am - 12:15 pm How to Build a Holistic Marketing and Support Social Strategy

12:30 pm - 1:45 pm Networking Lunch

Breakout Track Sessions

People Track
Workforce of the Future
Our workforce is constantly evolving. The onus is on people leaders to foster inclusive communities and build opportunities for interest groups to create a rising tide for culture and strengthen the very fabric of your organization. This session series addresses critical success factors for the future workforce.

1:30 pm - 2:00 pm How to Champion Diversity and Inclusion in Your Contact Center
How to Champion Diversity and Inclusion in Your Contact Center 

Millenials and Gen Z desire a wildly different workplace experience than generations that preceded them. It is critical to foster an environment that can be a safe place for all employees and fosters a culture that elevates both community at large and individual communities that represent subcultures within the organization.  In this session, we will discuss:
  • Modern people engagement
  • How to spark interest groups that support inclusivity
  • Grassroots activities that help bridge generational gaps
A Conversation with Fox Sports’ Pam Oliver

We’ll close our series with a frank discussion about nurturing a workforce that supports and promotes diverse voices with one of the nation’s leading sports journalists.  Join Pam Oliver in conversation with CCW’s Sandy Ko to explore how employers can overcome implicit bias, work across different cultures, and empower employees to be their most authentic selves.

Sandy Ko

Senior Analyst & Conference Director
Customer Management Practice


Pam Oliver

Senior Correspondent and FOX NFL Reporter
Fox Sports

Technology Track
AI and RPA for CX
Beyond the contact center, how are AI and RPA being used across the greater organization for the end-to-end customer experience? How can shared service automation technologies be leveraged for greater CX impact? This session series addresses enterprise AI, technology incubation and innovation.

1:30 pm - 2:00 pm Strategically Prioritize AI Investments: Align Budget with Goals
Strategically Prioritize AI Investments: Align Budget with Goals

With 100’s of leading vendors delivering a variety of AI-powered solutions, where do you even start?  To begin, you must first have a solid understanding of your current enterprise AI capabilities.  Next comes your goals and prioritizing CX outcomes.  In this session, we will examine:
  • Various AI strategies, from cost savings to effortless CX
  • Collaboration opportunities with enterprise AI solutions
  • Build your AI roadmap

2:15 pm - 2:45 pm Transform RPA Strategy from Reactive to Proactive with Innovation Incubation
Process automation provides significant upside for organizations, but oftentimes longstanding enterprises are following trends rather than disrupting the status quo. What can your organization do to transform reactive RPA to proactive RPA? The answer lies in effectively incubating technology innovation with a focus on better meeting customer needs.  In this session, we will tackle:
  • How to create a tech innovation space specifically for CX
  • User research to shape innovation rooted in customer needs
  • Leverage internal, cross functional teams to drive innovation
CX & Design Track
Experience Design
Are you effectively exploring the power of design methods for the end-to-end experience?  Have you connected the dots between CX, experience design and traditional design teams in your organization? This sessions series tackles the power of design at the crossroads of CX.

1:30 pm - 2:00 pm What Can Design Incubation Do for the End-to-End Experience?
Michael Brown - Former Chief Design Officer, Dick's Sporting Goods
The Design Value Index (DVI) addresses key critical success factors as it relates to design-forward companies delivering better customer and employee experiences. How can your organization better prioritize the power of design to elevate the end-to-end experience? In this session, Michael Brown will break down how to start a design movement in your organization:
  • Start grassroots to breed project success
  • Gain executive buy-in from powerful results
  • How design tiger teams can be an asset across the end-to-end experience 

Michael Brown

Former Chief Design Officer
Dick's Sporting Goods

2:15 pm - 2:45 pm How to Embed an Empathic Mindset Throughout Your Organization
The design thinking mindset represents a catalyst for empathy and a customer-centric focus in those who understand and apply its principles. Formal design thinking education across an organization solidifies a strong foundation and common language around empathy and a customer-first approach. In this session, we will discuss:
  • Various approaches to the design thinking mindset
  • Roadmap to formalize design thinking education in an enterprise organization
  • How to measure the impact of design thinking
Contact Center Track
Quality Assurance
Are you using both technology and process improvement to drive quality across customer interactions? What feedback mechanisms are in place to drive improvement across the end-to-end CX? This session series addresses key considerations for your current quality assurance model.

1:30 pm - 2:00 pm How Sentiment Analytics Can Influence Empathy at Scale
The power of sentiment analytics takes scorecarding to a whole new level for the contact center. Disrupting many typical call center metrics, sentiment analysis can dive deep into customer interactions to help determine the root cause of pain points on customer’s journeys. In this session, we will uncover:
  • How quantitative sentiment analysis drives qualitative findings for the greater organization
  • Sentiment to measure agent effort
  • Build sentiment reporting into scorecards and training

2:15 pm - 2:45 pm Transformation Methods and Mindsets: Six Sigma, Lean Startup and Design Thinking
Powerful and long standing process improvement methods like six sigma and lean methodology have helped support process efficiency in the contact center. Newer to the contact center, design thinking helps drive a focus on customer centricity through an empathic mindset.  Are you leveraging this methods and mindsets to maximize the value your contact center delivers across the service experience? In this session, we will examine:
  • A brief improvement methods and mindsets
  • How to blend methods based on your needs
  • Tips for training and embedding mindsets into your contact center culture

1:30 pm - 2:45 pm CCW Executive Roundatables (invitation only)

2:45 pm - 3:15 pm Networking Break in the Expo Hall

PM Mainstage Sessions

Artificial intelligence presents one of the biggest opportunities for enterprises to deliver better, faster, and more effortless customer experiences.  Whether via a customer-facing chatbot or agent-facing support technology, process automation raises the standard for both customer and agent experience alike.  

In this interactive panel, we will explore:
  • AI use cases across several enterprise organizations
  • Automation technology beyond the hyped chatbot
  • How AI can drive engagement and empowerment from agents


Tobias Voegtlin

Chief Executive Officer Lufthansa InTouch & Head of Passenger Servicing Operations
Lufthansa Group Hub Airlines


Pete Collins

SVP, Operations for Personal Insurance and International
Travelers Insurance

3:45 pm - 4:15 pm CCW Prize Drawing

The CCW expo hall prize drawing is the icing on top of an action-packed week.  We will be drawing prizes for both the Demo Drive and Meet the Customer activities in the expo hall. Prizes ranges from cash and gift cards to iPads and Alexa products. You must be present to win.
We’re closing CCW Las Vegas with a once-in-a-lifetime opportunity to learn from the best NFL quarterback of all time about leadership, teamwork, and performance under pressure.

Joe Montana personifies performance excellence and personal integrity both on and off the field. Yet the word most closely associated with him is not winner — it’s leader.

Montana and the San Francisco 49ers won four Super Bowls and they were the team of the 1980s. What they accomplished in football may never be equaled. Twice named the NFL’s Most Valuable Player, Joe led the 49ers to four Super Bowl wins, earning three Super Bowl Most Valuable Player awards. He was selected to eight Pro Bowls and named All-Pro five times. Joe retired from professional football in 1995 and in recognition of his achievements he was elected to the Pro Football Hall of Fame in 2000.

Joe Montana

Legendary NFL Quarterback


Pam Oliver

Senior Correspondent and FOX NFL Reporter
Fox Sports