Wednesday, June 24, 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


Mario Matulich

Executive Director
Customer Management Practice


Daniel Rood

VP, Product Marketing

Far and beyond the contact center alone, CCW 2020 addresses the complex and interconnected nature of the end-to-end customer experience. Beyond each of our individual, day-to-day responsibilities to the customer, how are we working to collaborate internally and rethink customer experience for the future. How can the contact center advocate for customer centricity and become the glue for a connected, end-to-end experience? 

In this dynamic opening panel, we will explore how:
  • Highly successful companies adapt to the blurred boundaries between products, services, and environments
  • Take an integrated view to design end-to-end experiences that are valuable to their customers and successful in the market
  • Breaking down silos and organizational collaboration is key to transforming experience delivery


Lance Gruner

EVP, Global Customer Care


Andrew Papparides

Head of Support Strategy
ServiceNow Inc


Rebecca Jarvis

Chief Business, Economics and Technology Correspondent
ABC News

We’re opening CCW Las Vegas with a unique opportunity to hear from one of the most influential women in the world about building and nurturing customer relationships.
Tyra Banks is the content creator of our time. The Supermodel turned Super Businesswoman created and executive produces America’s Next Top Model and headlined her Emmy Award-winning talk show. Tyra is consistently ranked by Time Magazine as one of the world’s most influential people, and serves as CEO of her own multimillion-dollar entertainment company Bankable Productions that inked an overall deal with Universal Television for scripted and unscripted programming.
Banks is CEO of the Tyra Banks Company — a place where beauty meets entertainment. In 2012, she graduated from the Owner/President Management program at Harvard Business School. She recently developed Fierce Capital, the investment arm of the Tyra Banks Company, which invests in early-stage companies, including firms that are female-led or female-focused. Ms. Banks also serves as a visiting professor at Stanford University Business School.

Tyra Banks

The Tyra Banks Company


Rebecca Jarvis

Chief Business, Economics and Technology Correspondent
ABC News

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

Breakout Track Sessions

People Track
The future of recruiting belongs to those who are quick to adopt new and creative methods of attracting applicants. In this session series, we’ll present solutions to the unique challenges faced by HR leaders charged with recruiting contact center agents.  We’ll also explore best practices top brands deploy to fill their recruiting funnels and identify top candidates.

10:30 am - 11:00 am Building Your Recruiting Funnel and Spotting the Superstars
Robert Tomlinson - President, Peak Restaurant Partners (IHOP)
The future of recruiting belongs to those who are quick to adopt new and creative methods of attracting applicants.  We’re kicking off this session series with a deep dive into how a leading hospitality brand identifies fills their recruiting funnel and identifies top talent.  Our session leader will share how he imbued his mantra; “hire right, train right, treat right” throughout his company all while building an industry leading recruitment program emphasizing HR recruiting submetrics. 
  • Fill your recruiting funnel with the right candidates
  • Implement processes for identifying top candidates  
  • Establish enterprise-wide onboarding program  

Robert Tomlinson

Peak Restaurant Partners (IHOP)

11:15 am - 11:45 am Elevate Your Employer Brand
Cindy Gordon - Chief People Officer, Policygenius Inc.
The term “employer brand” emerged in the mid-1990s to describe a company’s reputation as an employer.  Over the last 25 years, top employers have responded to the increased competition for talent by applying the same effort to their employer brand as they do for their consumer branding.  We’ll explore  how you can apply tactics used by top employer brands to drive positive results in your contact center agent recruiting strategy In this session we’ll cover:
  • Use social listening tools to measure your employer brand awareness 
  • Define your employee value proposition
  • Generate support for employer brand strategy among senior management team

Cindy Gordon

Chief People Officer
Policygenius Inc.

12:00 pm - 12:30 pm Recruitment Strategies from Related Industries
Sara Ortiz - Vice President of Human Resources, Five Guys Enterprises
If you want to gain significant competitive advantage, you need to use strategies superior and different from your competitors. The “act differently” principle for recruiting means that to successfully attract your industry’s top talent, you must separate yourself from your talent competitors by offering innovative but effective new recruiting strategies. In this session we’ll cover:
  • Recruiting partnerships with community organizations 
  • Explore non-traditional recruiting pathways
  • Unique benefit programs attractive to top talent

Sara Ortiz

Vice President of Human Resources
Five Guys Enterprises

Technology Track
Getting the Tech Stack Right
Have you equipped your CX team with the tech tools they need? Are you maximizing the capabilities of the tools you have? This session series addresses various strategic approaches to your current tech stack, one of the most critical  drivers in delivering on the customer experience.

10:30 am - 11:00 am Overcome the Spaghetti Effect: Best Practices in Tech Integration
Bradley Utter - Director Provider Call Center Provider Quality and Calls, Humana
Every organization tends to be fraught with some level of the spaghetti effect, featuring a complex array of legacy tech systems that struggle to integrate. In organizations that have faced any level of M&A in recent years, the spaghetti effect is amplified through multiple product lines and complex teams. In this session, we will address:
  • Tech and integration needs assessments
  • Get the most out of your most powerful tech
  • Org restructure and people considerations alongside tech transformation

Bradley Utter

Director Provider Call Center Provider Quality and Calls

11:15 am - 11:45 am Buy It or Build It? How to Develop Tech Evaluation Criteria for Your Organization?
With the variety of powerful tech tools on the market today, customer leaders are faced with the challenge of significant competing priorities. Beyond evaluating potential tech, when might it make more sense to develop custom tech in-house rather than spend on external solutions?  In this session, we will tackle:
  • Criteria matrix based on organizational needs
  • Integrate singular solutions or a complete solution approach
  • Cost/Benefit analysis based on off-the-shelf customization or in-house development

12:00 pm - 12:30 pm Life Hacks for Customer Technology on a Budget

CX & Design Track
End-to-End Customer Experience
Beyond the experience delivered by the contact center, how are you prioritizing the design and delivery of the end-to-end customer experience? How does your organization foster a culture of customer experience? This session series addresses customer centricity for the modern enterprise.

10:30 am - 11:00 am If the Customer's the Copilot, You're in the Wrong Seat
Brian Dennis - Author, If the Customer’s the Copilot, You’re in the Wrong Seat
Do you wonder why some companies provide good customer service while others fail? As a leader, are you passionate about your customers and want to engage them in new and innovative ways? Learn what’s new and what’s next, so you can elevate CX today and be poised to deliver exceptional customer service in the future:
  • Innovative ideas you can implement immediately to improve CX
  • How to create a service culture that is passionate about the CX
  • Strategies that will guide your internal team to deliver exceptional support

Brian Dennis

If the Customer’s the Copilot, You’re in the Wrong Seat

11:15 am - 11:45 am Operationalize CX Across Your Organization
Sarah Warnes-Rasmusen - Chief Customer Officer, Lands'​ End
Operationalizing the customer experience across an enterprise begins with C-suite commitment as is followed by the activation of customer centricity across the organization. Next step: de-silo the contact center. Hear from Sarah Rasmussen’s story leading customer centricity at Land’s End:
  • How to gain and sustain C-suite customer commitment
  • Use analytics to tell the VOC story
  • Deliver ROI from a customer-first focus

Sarah Warnes-Rasmusen

Chief Customer Officer
Lands'​ End

12:00 pm - 12:30 pm Build Cross Functional Relationships as the Customer-Centric Champion
Lance Gruner - EVP, Global Customer Care, Mastercard
When Lance Gruner started at MasterCard, product lines operated independently, each with their own unique experience. 5 years on, Lance now leads customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide. Discover how Lance connected the customer experience across functions:
  • Take a process 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

Lance Gruner

EVP, Global Customer Care

Contact Center Track
Operational Models
Is your current contact center model setting you up for success? Have you considered a combination of next generation models? This session series examines different operational models that contact centers can employ complete with case examples  you should consider based on your larger business model.
Operational leaders often face a tough decision about their core customer support function: Will they be in-house or will we work with a BPO?  The truth lies in your larger strategy for customer operations.  In this panel, we seek to unveil the deeper story behind the captive or outsourced strategic decision alongside pros and cons from real-world customer experiences:
  • Value and cost considerations
  • Blend models for scale and agility
  • How culture and tech play a critical role

Julia Babina

VP Operations and Customer Service


Eric Esguerra

Vice President of Customer Service & Operations

11:15 am - 11:45 am Build and Manage the Next Generation Remote Workforce
Remote working engagements present the potential to both cut contact center overheads and increase agent engagement. Moreover, the gig economy opens up unique solutions to leverage talent and manage seasonal volume. These models also present a variety of challenges when it comes to onboarding, training, development and management. This session will address:
  • When you might consider remote operations
  • What to expect when transitioning to remote models
  • Gig economy opportunities and considerations

12:00 pm - 12:30 pm How to Rapidly Scale Contact Center Operations
Lori Fentem - Head of Call Center Growth and Strategy,
Whether you are a startup with an expanding customer base or an enterprise with significant business seasonality, you’ve faced the challenges associated with scaling operations. How can you plan accordingly and address the people, process and technology challenges associated with scale before they happen?  In this session, learn:
  • Work with third-party partners
  • Manage multiple languages, countries and channels
  • How to effectively scale customer culture

Lori Fentem

Head of Call Center Growth and Strategy

Think Tanks

01: 360 Degree Customer View

10:30 am - 12:15 pm How to Centralize Data Points for a Standardized Customer View

02: Actionable Analytics

10:30 am - 12:15 pm How to Interpret Customer Analytics for Sound Business Decisions

03: Agent Performance

10:30 am - 12:15 pm How to Engineer a Strong and Engaging Agent Scorecard

04: Field Service Management

10:30 am - 12:15 pm How to Recruit Field Service Partners that Reflect Your Brand Promise

05: Chatbot Strategy & Execution

10:30 am - 12:15 pm How to Determine Chatbot Viability for a Given Customer Experience

06: Contact Center Authentication

10:30 am - 12:15 pm How to Authenticate Callers Without Increasing Average Handle Time

07: Contact Center Automation

10:30 am - 12:15 pm How to Leverage Automation to Better Support Agents

08: Customer Sentiment & Intent

10:30 am - 12:15 pm How to Use Sentiment Analytics to Uncover Little Known Pain Points

09: Digital Customer Experience

10:30 am - 12:15 pm How to Leverage Personalization Across Digital Touchpoints

10: Empathy & Experience Design

10:30 am - 12:15 pm How to Get Started with the Design Thinking Mindset

Think Tanks

11: Journey Mapping

10:30 am - 12:15 pm How to Get Started with Customer Journey Mapping

12: Recruitment

10:30 am - 12:15 pm How to Position Your Brand Effectively for Successful Recruitment

13: Rethinking Omnichannel

10:30 am - 12:15 pm How to Evolve from Multichannel to Omnichannel

14: Self Service

10:30 am - 12:15 pm How to Engineer an Intelligent IVR for Self Service

15: Social Customer Experience

10:30 am - 12:15 pm How to Get Started with Social Customer Care

12:30 pm - 1:25 pm Networking Lunch in the Expo Hall

Breakout Track Sessions

People Track
Retention & Engagement
The root cause of most hiring is poor retention. Decades of retention data has identified a covalent bond between low turnover, strong managers, clear career paths, and culture that emphasizes employee recognition. This session series will explore how best-in-class employers are deploying innovative solutions to tackle the perennial drivers of employee turnover. 

1:30 pm - 2:00 pm Build a Best-in-Class Onboarding Experience to Lay the Foundation for Agent Success
Tobias Voegtlin - Chief Executive Officer Lufthansa InTouch & Head of Passenger Servicing Operations, Lufthansa Group Hub Airlines
It is vital to create a framework for new agents that supports their professional development and cultivates an environment that promotes job satisfaction.  In this session we’ll discover how Lufthansa’s award-winning Employee Orientation Program is driving innovation, improving agent performance, and propelling job satisfaction through the roof.  
  • How to deliver job specific training that drives performance
  • Product training and offsite education
  • Build communications tools to imbue new agents with company mission

Tobias Voegtlin

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

Culture is the character and personality of your organization.  It’s also a leading driver of employee retention.  How do your people, policies, and practices contribute to your workplace culture? How do the leaders in your organization directly or indirectly impact your culture?  In this session, we’ll explore:
  • How top employers invest in their culture and create workplaces that drive unusually high employee retention
  • The role of workplace policies in defining culture
  • How the degree, type, and frequency of communication contribute to culture

Landon Eckles

Co-Founder & CEO
Clean Juice


Colin Haupt

SVP, Employee Engagement and Experience
PURE Group of Insurance


Thom San Filippo

VP, Customer Service and Experience Design
Dow Jones

3:00 pm - 3:30 pm Career Progression for Contact Center Agents
Amy Zimmerman - Head of People Operations, Kabbage
Employees feel more engaged when they believe that their employer is concerned about their growth and provides avenues to reach their career goals. Implementing career paths also has a direct impact on the entire organization by improving morale, agent satisfaction, motivation, and productivity.  In this session we’ll tackle:
  • Introducing career paths in the contact center environment
  • Common challenges with career path programs
  • Non-traditional methods of career progression in the contact center 

Amy Zimmerman

Head of People Operations

Technology Track
Digital Products for CX
Are you leveraging the full potential digital transformation can deliver for CX? Are you looking at both incremental service experience improvements and new products?  This session series features cutting edge takes on digital products for CX.

1:30 pm - 2:00 pm User Experience Considerations Across the End-to-End Customer Journey
Wendy Kincaid - VP User Experience, Navient
A User Experience (UX) team is a vital tiger team to address and improve touch points along the customer journey. From a more navigable web experience to rolling out a new automated voice system, your UX team is the key to  disruptive CX improvements through new and existing digital products. In this session, we will address:
  • The power of a UX team for the service experience
  • User research and the development process
  • How to prioritize UX projects

Wendy Kincaid

VP User Experience

2:15 pm - 2:45 pm Build a Dynamic Knowledge Base for Agents and Customers Alike
A living and evolving, accurate knowledge base is a critical tool for agents to deliver for customers and, if engineered correctly, can be a vital self service tool for customers to help themselves. Are you leveraging internal and external potential to maximize the power of your knowledge base?  In this session, we will address:
  • People resource commitment to building the content and technology 
  • Internal and external base accessibility
  • Moderated forums to crowdsource customer knowledge

3:00 pm - 3:30 pm Develop & Implement Best-in-Class Self Service Platforms
Built to both lower call volume and deliver a faster and more effortless experience, self service tools are a rising tide for the customer function. AI offers a powerful opportunity for self service, whether via an AI-powered IVR for simpler inquiries or a bot to support similar interactions via the chat channel. This session tackles:
  • How to prioritize self service investments
  • Procure and train AI-powered solutions 
  • Filter customers through digital-first touchpoints first
CX & Design Track
Art & Science of Journey Mapping
Are you using journey maps as a snapshot in time or a living and breathing experience map?  Are you assessing journey touchpoints and redesigning them to deliver greater customer lifetime value? This session series dives into the art and science that is journey mapping.

1:30 pm - 2:00 pm Are Your Journey Maps Expensive Dust Collectors or Catalysts for Change?
Enterprises spend a great deal of time, effort and money understanding customer and employee journeys. It often culminates in a glossy report, custom animated PowerPoint or an illustrated wall mural in the office. It then begins to age as a static snapshot of stakeholder experiences. This session addresses how to transform journey maps from static to dynamic:
  • Make journey maps an iterative process
  • Allocate teams to continuously review and redesign pain points
  • Use journey maps as an agent for a customer centric culture

2:15 pm - 2:45 pm Leverage Experience Design to Reimagine Stakeholder Journeys
Drew Stadler - VP Customer Happiness, Bombas
Design methods represent a powerful and often underutilized toolset to deliver on the customer experience. Are you currently allocating resources to continuous improvements to pain points on stakeholder journeys, from employees to customers? In this session, learn about the power of human-centric improvements to pain points:
  • Conduct user research around the context driving pain points
  • Define pain points from the user’s view
  • Co-create, prototype and iterate alongside users

Drew Stadler

VP Customer Happiness

3:00 pm - 3:30 pm From Transactional Journeys to Transformational Relationships
Sam Eitzen - CEO & Co-founder, The SnapBar
Alison Flood - VP Experiential, Buzzfeed
Even if you deliver an effortless experience, you may not be maximizing the relationship-building potential offered by each touch point along the way. Experiences that build relationships with customers will increase loyalty and ultimately customer lifetime value. This panel take a fresh look at the power of transformational customer touch points:
  • How can experiential marketing methods enhance CX
  • What a “wow” can do for loyalty
  • Shifting the mindset from effortless to 

Sam Eitzen

CEO & Co-founder
The SnapBar


Alison Flood

VP Experiential

Contact Center Track
Channel Expansion
Are you engaging with your customers on the most meaningful channel for them?  Do you offer the channels that your customers prefer?  This session series discusses both the strategic and tactical requirements that drive channel offerings in your contact center.

1:30 pm - 2:00 pm Are You Really Omnichannel? The People, Process and Tech for Omnichannel Capabilities
Just because omnichannel is a longstanding buzzword doesn’t mean that organizations are largely getting it right. Achieving truly connected service experiences is still aspirational for most. In this session, we will address key obstacles that are often overlooked to achieve a truly omnichannel service environment:
  • Tech bedrock for connecting multi-channel experiences
  • Process framework for specializing or diversifying capabilities
  • People cross training and collaboration to connect experience fabric

2:15 pm - 2:45 pm Customer Listening for Effective Channel Expansion
Ingrid Cordy - VP Customer Experience & Global ECommerce, E.L.F. Cosmetics
Do you offer support via a new channel for the sake of it, or do you invest time and effort into understanding and anticipating the needs of your customers?  Rooted in insightful customer conversations, this session will help you determine the best channel expansion strategy for your business:
  • Integrating customer support into your innovation pipeline
  • Leverage your VOC platform
  • Lessons from a social-based consumer brand

Ingrid Cordy

VP Customer Experience & Global ECommerce
E.L.F. Cosmetics

3:00 pm - 3:30 pm Build Your Super Channel Strategy
Justin Reilly - Chief Product Officer, Tucows & Ting Mobile + Internet
We all talk about mastering omnichannel service being the key to an effortless experience. But, have you considered mastering service delivery on one channel and offering service on this channel and this channel alone?  In this session, Justin Reilly shares his provocative take on the future of the service experience:
  • Deliver one channel well, not all channels fine
  • How to select your super channel
  • Strategies for training customers on your super channel

Justin Reilly

Chief Product Officer
Tucows & Ting Mobile + Internet

Think Tanks

16: 360 Degree Customer View

1:30 pm - 3:15 pm How to Visualize a Single Customer View to Support Agents

17: Actionable Analytics

1:30 pm - 3:15 pm How to Reengineer Data Capture to Connect Enough, Right Data Points

18: Agent Performance

1:30 pm - 3:15 pm How to Build an Agent Mentorship and Development Program

19: Field Service Management

1:30 pm - 3:15 pm How to Maximize the First Field Service Visit Resolution

20: Chatbot Strategy & Execution

1:30 pm - 3:15 pm How to Engage Top-Performing Agents in Chatbot Programming

21: Contact Center Authentication

1:30 pm - 3:15 pm How to Use Voice Biometrics to Take Authentication to the Next Level

22: Contact Center Automation

1:30 pm - 3:15 pm How to Leverage Automation Across Learning & Development

23: Customer Sentiment & Intent

1:30 pm - 3:15 pm How to Leverage Intent to Proactively Engage Customers

24: Digital Customer Experience

1:30 pm - 3:15 pm How to Prioritize Digital Experience Touchpoints that Matter the Most

25: Empathy & Experience Design

1:30 pm - 3:15 pm How to Leverage UX Teams Across the End-to-End Experience

Think Tanks

26: Journey Mapping

1:30 pm - 3:15 pm How to Map Employee Journeys and Experiences

27: Recruitment

1:30 pm - 3:15 pm How to Onboard New Agents for Success in the Long Term

28: Rethinking Omnichannel

1:30 pm - 3:15 pm How to Transition to a Cloud-Based Omnichannel Solution

29: Self Service

1:30 pm - 3:15 pm How to Make Your Knowledge Base Customer-Facing

30: Social Customer Experience

1:30 pm - 3:15 pm How to Integrate Social Care into a Legacy Contact Center Environment

3:30 pm - 4:30 pm Networking Break

PM Mainstage Sessions

4:30 pm - 5:00 pm Leverage Customer Data to Deliver Connected, Dynamic and Impactful Experiences

Every enterprise collects a wide range of data points from the contact center and beyond as it pertains to the customer experience. Is your organization in a position to use that data to its full potential across the end-to-end experience? How are key data points being shared to the executive-level, and how is data a catalyst for experience transformation in your organization?  

This panel will address cases in effective data management and storytelling:
  • Aggregating and dashboarding data to understand and share key insights
  • Interpret data to make actionable decisions to improve the customer’s journey
  • Communicate data both up and across the greater organization 

5:00 pm - 5:15 pm Leadership Lessons from the 2020 CCW Customer Contact Leader of the Year

Dan Burkland - President, Five9
Join Five9’s Dan Burkland for a thought provoking interview with the 2020 CCW Customer Contact Leader of the Year. We’ll explore leadership themes, business transformation, and change management strategies that you can use to take your own customer operations to the next level.


Dan Burkland


5:15 pm - 5:45 pm Leverage Technology to Deliver Extraordinary, Personalized Customer Experiences

Sherif Mityas - Chief Experience Officer, TGI Fridays
TGI Friday’s Chief Experience Officer, Sherif Mityas, will explore how brands are using AI and machine learning to build, develop, and strengthen one-to-one relationships with their customers.  Armed with real examples from TGI Friday’s digital transformation, he’ll analyze how organizations are deploying new technologies enabled by digital transformation to create personalization at scale and share valuable lessons he’s learned along the way.


Sherif Mityas

Chief Experience Officer
TGI Fridays

5:45 pm - 6:30 pm Networking Reception in the Expo Hall

8:00 pm - 10:00 pm TransPerfect CCW After Party