Day Three - Main Conference And Expo: Wednesday, June 26, 2019


View the brochure for more detailed information about sessions and everything else we have planned for CCW!

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

Becky Ploeger, VP, Sales & Service Strategy at USAA

Becky Ploeger

VP, Sales & Service Strategy
USAA

John Pompei, Head of Customer Care Operations at Electronic Arts

John Pompei

Head of Customer Care Operations
Electronic Arts

Mario Matulich, Executive Director at Customer Management Practice

Mario Matulich

Executive Director
Customer Management Practice

Dan Rood, VP, Product Marketing at Genesys

Dan Rood

VP, Product Marketing
Genesys

8:20 am - 8:50 am CCWOMEN KEYNOTE: The Art of Seeing the Invisible

Drawing on her 30-year experience transforming a small living-room operation into a billion-dollar global network against breast cancer, Ambassador Nancy Brinker shares the leadership lessons that every executive and employee needs to know to build their company, energize their teams, strengthen their brand and institutionalize a Culture of Innovation that allows organizations to stay ahead of the competition and achieve world-class results. Just as her passion to find a cure for breast cancer created the world's largest network of survivors and activists fighting the disease, Ambassador Brinker motivates corporate audiences in every industry and sector to excel in "The Art of Seeing the Invisible"—pursuing bold goals that may seem invisible and making them inevitable.

Promise Me book signing follows the morning general sessions.

Check out the full Event Brochure!
Ambassador Nancy Brinker, Founder at Susan G. Komen Foundation

Ambassador Nancy Brinker

Founder
Susan G. Komen Foundation

8:50 am - 9:20 am INFLUENCER KEYNOTE: The Convenience Revolution

Welcome to The Convenience Revolution. Whether you’re trying to out-service a competitor or disrupt an entire industry, creating less friction and being more convenient should be your strategy. When you raise the convenience bar, you create the next level of amazing customer experience. When you do, your customers will reward you with their money and their loyalty. In this high-energy and content-rich keynote, Shep will remind us of some of the most important customer service concepts and introduce a CX disruption strategy; convenience. He will highlight the six convenience principles that will fuel your plan to create less friction and an easier experience for your customers. Shep returns to the CCW main stage by popular demand, having delivering our CCW 2018 closing keynote address.

The Convenience Revolution book signing follows the keynote.

Check out the full Event Brochure!
Shep Hyken, Chief Amazement Officer at Shepard Presentations, LLC

Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC


Demo Drive
Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.  (throughout the expo hall)

Meet, Greet and Books Signings  (in the CCW Digital Lounge, center of the expo hall)
Nancy Brinker:  Promise Me
Shep Hyken:  The Convenience Revolution

Brilliance Clinics  (in the CCW Digital Lounge, center of the expo hall)
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!  Take the opportunity to meet CCW influencer Jeanne Bliss.

Ambassador Nancy Brinker, Founder at Susan G. Komen Foundation

Ambassador Nancy Brinker

Founder
Susan G. Komen Foundation

Shep Hyken, Chief Amazement Officer at CCW Influencer

Shep Hyken

Chief Amazement Officer
CCW Influencer

Jeanne Bliss, President at Customer Bliss

Jeanne Bliss

President
Customer Bliss

10:40 am - 10:45 am Transition Time - (5 minutes)

TIME BLOCK A
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 7 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 20 participants to maintain discussion intimacy and for optimal acoustics.  Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (A)

People Stage: For Culture, Workforce and Human Resource Leaders

10:45 am - 10:50 am Track Host Opening Remarks


People Stage: For Culture, Workforce and Human Resource Leaders

10:50 am - 11:20 am Engaging Your Employees Beyond the Customer Function
  • How to connect CX and brand experience to improve your employees engagement
  • Mapping the employee experience to ensure delivery on the employee experience
  • Transforming your culture across silos to transform the customer experience
Kirsty Traill, VP, Customer at Hootsuite

Kirsty Traill

VP, Customer
Hootsuite

Process Stage: For Contact Center Operational Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Alice Deer, Senior Experiential Marketing Manager at Genesys

Alice Deer

Senior Experiential Marketing Manager
Genesys

Process Stage: For Contact Center Operational Leaders

10:50 am - 11:20 am Disrupt the Status Quo in your Industry: How ATB Financial Transformed Their Systems to Deliver Revolutionary CX
  • Operating in a next generation contact center
  • Cost center vs. value creator orientation
  • Holistic strategy to include integrated systems, workforce management, insights, etc.
Dwayne Calder, Managing Director, Insight and Enablement at ATB Financial

Dwayne Calder

Managing Director, Insight and Enablement
ATB Financial

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

10:50 am - 11:20 am Using New Authentication Approaches to Transform Call Center Performance
  • How USAA has used new authentication technologies to improve their members’ experience while also reducing operating costs and enhancing security
  • How USAA has layered phone inspection technology with voice-bio to replace knowledge-based authentication with a more automated and secure multi-factor authentication approach
  • Key insights from the 2019 State of Call Center Authentication survey


David Tuomikoski, Executive Director of Digital Products at USAA

David Tuomikoski

Executive Director of Digital Products
USAA

Lance Hood, Chief Marketing Officer at TRUSTID, Inc.

Lance Hood

Chief Marketing Officer
TRUSTID, Inc.

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:45 am - 10:50 am Track Host Opening Remarks


Linda Kruse, Corporate Spokesperson at Edify Labs, Inc.

Linda Kruse

Corporate Spokesperson
Edify Labs, Inc.

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

10:50 am - 11:20 am Quality Transformation: From Checkboxes to Competencies
  • Shifting from your traditional contact center checklist to a competency-based model
  • Enable agents to have real conversations and advocate for your customers using the competency based model
Rob Gofourth, VP Operations, Strategy, & Performance at BCBS North Carolina

Rob Gofourth

VP Operations, Strategy, & Performance
BCBS North Carolina

Maulin Shah, Director, Concierge Services Contact Center at BlueCross BlueShield of North Carolina

Maulin Shah

Director, Concierge Services Contact Center
BlueCross BlueShield of North Carolina

CCW Innovation Lab: For Contact Center Strategy Leaders

10:45 am - 10:50 am Track Host Opening Remarks


Erin Wilson, Director of Solution Consulting, East at Five9

Erin Wilson

Director of Solution Consulting, East
Five9

CCW Innovation Lab: For Contact Center Strategy Leaders

10:50 am - 11:20 am Moving to the Cloud Was Only the First Step
+ Why cloud was so crucial to our long term plan
+ The immediate, measurable benefits we realized.
+ How we see the future of our contact center



Stacy Smith, SVP, Contact Center Director at Hancock-Whitney Bank

Stacy Smith

SVP, Contact Center Director
Hancock-Whitney Bank

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

10:45 am - 10:50 am Track Host Opening Remarks


Neil Hooper, Senior Marketing & Product Manager at Poly

Neil Hooper

Senior Marketing & Product Manager
Poly

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

10:50 am - 11:20 am Influential Leadership: Build the Case for Innovation, Collaboration, and CX
+ Standardize success metrics to measure growth and success across the business
+ Use NPS and conversion rates in tandem to evaluate process & CX 
+ Create autonomy to innovate with top performers
Robert Settembro, SVP Operations at Yoga Works, Inc.

Robert Settembro

SVP Operations
Yoga Works, Inc.

CCWOMEN: For Women, By Women

10:45 am - 10:50 am Track Host Opening Remarks


Colleen Beers, President, North America & Europe at Alorica

Colleen Beers

President, North America & Europe
Alorica

Ambassador Nancy Brinker, Founder at Susan G. Komen Foundation

Ambassador Nancy Brinker

Founder
Susan G. Komen Foundation

CCWOMEN: For Women, By Women

10:50 am - 11:20 am The View From the Top: A Lesson in Being a Female Leader with Authenticity and Vulnerability
+ How to be an authentic leader without sacrificing your career advancement
+ Discover tangible solutions to manage real-world problems as a woman in business
+ Career hacks on navigating the workplace as a female

Rosetta Carrington Lue, Former Senior Advisor Architect & Design, Office of Information & Technology at U.S. Department of Veteran Affairs

Rosetta Carrington Lue

Former Senior Advisor Architect & Design, Office of Information & Technology
U.S. Department of Veteran Affairs

11:20 am - 11:25 am Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

11:25 am - 11:55 am A Thriving Culture Drives a Thriving Business
  • Three strategies for a thriving culture
  • Creating BHAGs for your organization’s transformation
  • Connecting employee and customer happiness
Donna McNeil, COO at GreenPath

Donna McNeil

COO
GreenPath

Nicole Bladzik, Director of Innovation at GreenPath

Nicole Bladzik

Director of Innovation
GreenPath

Process Stage: For Contact Center Operational Leaders

11:25 am - 11:55 am Contact Center AI: Proven Use-Cases and At-Scale Success Stories
+ AI and knowledge management for contact centers is white hot 
+ How a telco giant improved FCR by 37%, NPS by 30 points, and speed-to-competency for agents by 50% across 10,000 agents and 600 retail stores
+ How they achieved a 67% improvement in time-to-answer and 62% improvement in consistency of answers in their contact center



Kim Briden, Director of Knowledge at Paylocity

Kim Briden

Director of Knowledge
Paylocity

Sam Hahn, Technology Evangelist at eGain Corporation

Sam Hahn

Technology Evangelist
eGain Corporation

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

11:25 am - 11:55 am How Verizon Fios Leverages Human Innovation, Apps, Bots, XR and Machine Learning
  • Overview of Verizon Fios advanced digital experiences
  • How to develop AI strategy through human innovation
  • Continuous technology innovation for competitive advantage
Sasha Chatani Lucas, VP, Omni Customer Experience at Verizon

Sasha Chatani Lucas

VP, Omni Customer Experience
Verizon

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

11:25 am - 11:55 am Fostering Customer Loyalty: How Age of Learning Equips Agents for Success
+ How to ensure every customer contact opportunity translates to success
+ Age of Learning’s customer loyalty and success strategy
+ Address challenges using a cloud-based solution
Kay Phelps, Senior Manager at 8x8

Kay Phelps

Senior Manager
8x8

Jennifer Abell-Champion, Senior Director, Technical Operations at Age of Learning, Inc.

Jennifer Abell-Champion

Senior Director, Technical Operations
Age of Learning, Inc.

CCW Innovation Lab: For Contact Center Strategy Leaders

11:25 am - 11:55 am Synergistic Best Practices Across Sales and Service Centers
+ Training, tools and feedback for 5 star service
+ Critical performance metrics and how to manage them
+ Humanize the quality assurance discipline
Amanda Askins, Assistant Director Call Center Operations at Wynn Las Vegas

Amanda Askins

Assistant Director Call Center Operations
Wynn Las Vegas

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

11:25 am - 11:55 am Customer Engagement Insights: Transitioning from Reporting to Action
  • How Verizon uses speech analytics to shine a bright light on insights which were formerly buried or hidden deep in data silos
  • Allow the business to have a better understanding of call drivers and customer behaviors
  • How Verizon is transitioning beyond reporting and into insights and action


Greg McConney, Associate Director of Advanced Analytics, Customer Service Operations at Verizon Consumer Group

Greg McConney

Associate Director of Advanced Analytics, Customer Service Operations
Verizon Consumer Group

Nancy Porte, Vice President of Global Customer Experience at Verint

Nancy Porte

Vice President of Global Customer Experience
Verint

CCWOMEN: For Women, By Women

11:25 am - 11:55 am How To: Uber’s Guide to Creating Experiences in Celebrating and Elevating the Women of Uber
+ Strategies on increasing women representation at every level through gaining, retaining and advancing
+ Making cultural changes to celebrate differences, embrace cultural norms and focus on diversity and inclusion
+ Emphasizing on organization transparency from a safety perspective for both men and women in the workplace
Lisa Stoner, Global Head of Support Operations at Uber

Lisa Stoner

Global Head of Support Operations
Uber

11:55 am - 12:00 pm Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

12:00 pm - 12:30 pm Overcoming Hidden Roadblocks To Customer Experience Transformation
+ What’s missing from most CX transformation plans that causes them to fail
+ Why small, strategic changes are better than a big corporate initiative
+ How even the most passionate CX advocates can sabotage change without knowing it
+ Proven ways to spark and spread change that don’t require budget or formal authority

Megan Burns, Founder & Principal at Experience Enterprises

Megan Burns

Founder & Principal
Experience Enterprises

Process Stage: For Contact Center Operational Leaders

12:00 pm - 12:30 pm Building Transformative Experiences: Differentiating Your Brand with Intentional Design
+ Why human agents remain essential in a world of AI and virtual assistants
+ What questions you should be asking about your organization’s call center experience
+ How to craft consistency across touchpoints to delight customers

Amy Arden, Senior User Experience Designer at Dick's Sporting Goods

Amy Arden

Senior User Experience Designer
Dick's Sporting Goods

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

12:00 pm - 12:30 pm How RLH Corp, owner of Red Lion Hotels, uses Intelligent Virtual Agents for Customer Care
  • How RLH leveraged Virtual Agents to support their digital transformation strategy
  • How to make the move from basic IVR to Natural Language IVAs
  • How RLH is improving customer experience from booking to in-room services
April Weatherly, Director of Telephone Optimization and Analytics at RLH Corporation

April Weatherly

Director of Telephone Optimization and Analytics
RLH Corporation

Armen Martirosyan, CEO at BluIP

Armen Martirosyan

CEO
BluIP

Callan Schebella, Chief Executive Officer at Inference Solutions

Callan Schebella

Chief Executive Officer
Inference Solutions

Richard Dumas, Vice President, Marketing at Inference Solutions

Richard Dumas

Vice President, Marketing
Inference Solutions

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

12:00 pm - 12:30 pm 2U Delivers High Quality Student Experiences with Talkdesk
  • 2U partners with the world’s elite colleges and universities to make higher education accessible to anyone
  • 2U sought a modern cloud-based contact center that was flexible, integrated with their Salesforce CRM, and offered maximum reliability
  • Hear how Talkdesk transformed 2U’s student-advisor experience
Steve Bell, Director, Product Marketing at Talkdesk

Steve Bell

Director, Product Marketing
Talkdesk

Nick Snively, Senior Director, Academic Success Operations at 2U

Nick Snively

Senior Director, Academic Success Operations
2U

CCW Innovation Lab: For Contact Center Strategy Leaders

12:00 pm - 12:30 pm How Hard Is it to Be Your Customer: Using Journey Maps to Drive Customer-Focused Change
+ Using your journey mapping to tackle your most important problems
+ Curate your customer journey mapping team to ensure change
+ Tips and tricks for mapping journeys
Jim Tincher, Mapper-In-Chief at Heart of the Customer

Jim Tincher

Mapper-In-Chief
Heart of the Customer

+ How agents can co-create and continuously improve processes
+ Blend lean methodology, lean startup and design thinking
+ Integrate lean into organizational structure

Matt Cornwell, AVP of Lean Customer Value at American Family Insurance

Matt Cornwell

AVP of Lean Customer Value
American Family Insurance

Jessie Nelson, Performance and Portfolio Manager, Sales and Service Operations at American Family Insurance

Jessie Nelson

Performance and Portfolio Manager, Sales and Service Operations
American Family Insurance

Santana Kafka, Care Center Performance Administrator at American Family Insurance

Santana Kafka

Care Center Performance Administrator
American Family Insurance

Stephanie Lisius, Care Center Performance Administrator at American Family Insurance

Stephanie Lisius

Care Center Performance Administrator
American Family Insurance

CCWOMEN: For Women, By Women

12:00 pm - 12:30 pm CCWomen Mentorship Fireside Chat

Shannon Burch, Market Vice President at ATB Financial

Shannon Burch

Market Vice President
ATB Financial

Amy Poole, Member Experience Coach at Conexus Credit Union

Amy Poole

Member Experience Coach
Conexus Credit Union

12:30 pm - 1:30 pm NETWORKING LUNCH IN THE EXPO HALL


Brilliance Clinics  (in the CCW Digital Lounge, center of the expo hall)
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!  Take the opportunity to meet CCW influencer Megan Burns.

Megan Burns, Founder & Principal at Experience Enterprises

Megan Burns

Founder & Principal
Experience Enterprises

1:30 pm - 2:30 pm 20TH ANNIVERSARY KEYNOTE: Zappos, Delivering Happiness & Downtown Las Vegas

Culture is to a company as community is to a city: it's about values, innovation, serendipity, participation, upward mobility, and attraction of smart startups and the creative class. Tony is applying his very successful Zappos corporate culture model (recognized multiple times by FORTUNE as one of the top 100 best places to work) to help build the most community-focused large city in the world in the place you would least expect it: Downtown Las Vegas. Research has shown that every time the size of a city doubles, productivity and innovation per resident increases by 15%, but when companies get bigger, productivity per employee generally goes down. With his new $350 million Downtown Project, Tony is creating a unique hybrid of corporation, community, and city to drive productivity and innovation both for Zappos as well as the city itself.

Delivering Happiness book signing at 2:45pm.

Check out the full Event Brochure!
Tony Hsieh, CEO at Zappos

Tony Hsieh

CEO
Zappos

2:30 pm - 2:45 pm CCW EXCELLENCE AWARDS FEATURE: Customer Contact Leader of the Year Q&A

Join Five9 as we learn from the Customer Contact Leader of the Year, recognized the night before at the CCW Excellence Awards. Hear commentary on the key leadership traits and transformational skills required of the individual receiving the highest honor in our industry.  Leverage these takeaways to take your own customer operations to the next level.


Dan Burkland, President at Five9

Dan Burkland

President
Five9

Demo Drive
Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.  (throughout the expo hall)

Meet, Greet and Books Signings  (in the CCW Digital Lounge, center of the expo hall)
Nancy Brinker:  Promise Me
Shep Hyken:  The Convenience Revolution

Brilliance Clinics  (in the CCW Digital Lounge, center of the expo hall)
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!  Take the opportunity to meet CCW influencer Jeanne Bliss.

Tony Hsieh, CEO at Zappos

Tony Hsieh

CEO
Zappos

Jim Tincher, Mapper-In-Chief at Heart of the Customer

Jim Tincher

Mapper-In-Chief
Heart of the Customer

Erin Wilson, Director of Solution Consulting, East at Five9

Erin Wilson

Director of Solution Consulting, East
Five9

Martha Brooke, Chief CX Analyst & Founder, Interaction Metrics at CCW Influencer

Martha Brooke

Chief CX Analyst & Founder, Interaction Metrics
CCW Influencer

3:45 pm - 3:55 pm Transition Time (5 minutes)

TIME BLOCK B
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 7 different tracks of content or participation in Interactive Discussion Groups.  Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas.  IDGs are capped at 20 participants to maintain discussion intimacy and for optimal acoustics.  Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (B)

People Stage: For Culture, Workforce and Human Resource Leaders

3:55 pm - 4:00 pm Track Host Opening Remarks


People Stage: For Culture, Workforce and Human Resource Leaders

4:00 pm - 4:30 pm Transform Culture by Building Relationships Over One-Off Transactions
  • Why transaction-centered support is obsolete
  • How relationship orientation can impact customer lifetime value
  • Scaling a relationship orientatio
Troy Stevenson, VP & Global Head of Community Operations at Uber

Troy Stevenson

VP & Global Head of Community Operations
Uber

Process Stage: For Contact Center Operational Leaders

3:55 pm - 4:00 pm Track Host Opening Remarks


Alice Deer, Senior Experiential Marketing Manager at Genesys

Alice Deer

Senior Experiential Marketing Manager
Genesys

Process Stage: For Contact Center Operational Leaders

4:00 pm - 4:30 pm Digital Innovation in CX with Enova
+ Omnichannel engagement
+ Workforce engagement
+ Future innovations



Bruce Eidsvik, SVP Field Marketing at Genesys

Bruce Eidsvik

SVP Field Marketing
Genesys

Ricky Necor, Senior Telecom Engineer at Enova

Ricky Necor

Senior Telecom Engineer
Enova

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

3:55 pm - 4:00 pm Track Host Opening Remarks


Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

4:00 pm - 4:30 pm Automating Processes in Customer Service: Harnessing the Power of AI & RPA
+ Freshly is a  weekly meal subscription service  that delivers fresh meals (not frozen) cooked by a team of world class chefs.
+ Experiencing a massive growth in subscribers requires Freshly to deliver innovative approaches to customer service automation
+ AnsweriQ’s AI & RPA for customer service delivers single click automation for agents delivering 8-10x reduction in handle time.


Colin Crowley, VP, Customer Experience at Freshly Inc.

Colin Crowley

VP, Customer Experience
Freshly Inc.

Pradeep Rathinam, Founder & CEO at AnswerIQ

Pradeep Rathinam

Founder & CEO
AnswerIQ

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

3:55 pm - 4:00 pm Track Host Opening Remarks


Linda Kruse, Corporate Spokesperson at Edify Labs, Inc.

Linda Kruse

Corporate Spokesperson
Edify Labs, Inc.

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

4:00 pm - 4:30 pm Best Practices for Dynamic Customer Journey Mapping
  • Phasing journey maps to dive deeper
  • Keeping the map out of the desk drawer
  • How journey mapping can transform into service design initiatives
Devon Westerholm, VP, IT Customer Experience at Palo Alto Networks

Devon Westerholm

VP, IT Customer Experience
Palo Alto Networks

CCW Innovation Lab: For Contact Center Strategy Leaders

3:55 pm - 4:00 pm Track Host Opening Remarks


Erin Wilson, Director of Solution Consulting, East at Five9

Erin Wilson

Director of Solution Consulting, East
Five9

CCW Innovation Lab: For Contact Center Strategy Leaders

4:00 pm - 4:30 pm Shifting to Digital Customer Service: Lessons Learned from Sony’s Transformation
+ How to ensure a consistent and low effort customer journey across digital and voice channels 
+ Lessons learned in modernizing legacy infrastructure to contact center as a service (CCaaS) and Salesforce 
+ Best practices for building a credible business case on KPI improvements – and demonstrating success



Roger Brewer, Director of Customer Care & Network Service Integration at Sony Electronics

Roger Brewer

Director of Customer Care & Network Service Integration
Sony Electronics

Tamsin Dollin, Senior Product Marketing Manager at NICE inContact

Tamsin Dollin

Senior Product Marketing Manager
NICE inContact

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

3:55 pm - 4:00 pm Track Host Opening Remarks


Neil Hooper, Senior Marketing & Product Manager at Poly

Neil Hooper

Senior Marketing & Product Manager
Poly

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

4:00 pm - 4:30 pm Expert Customer Feedback Solutions
Studies find that executives vastly overestimate the customer experience they deliver. Two main reasons abound. First, companies tend to rely exclusively on customer satisfaction surveys. Second, that data suffers from response bias, gaming, leading questions and other critical errors. This lighting fast session unpacks 5 common flaws in customer feedback programs; finds 5 good solutions, and provides time to brainstorm customer feedback solutions as a group! 
Takeaways:
+ Questions to gauge your customer feedback objectivit. 
+ New, alternative feedback methods
+ Ways to keep your customers engaged—when using surveys
Martha Brooke, Chief CX Analyst & Founder, Interaction Metrics at CCW Influencer

Martha Brooke

Chief CX Analyst & Founder, Interaction Metrics
CCW Influencer

CCW UNIVERSITY: For Training, Learning and Development Leaders

3:55 pm - 4:00 pm Track Host Opening Remarks


Christopher Mulligan, Chief Executive Officer at TalentKeepers

Christopher Mulligan

Chief Executive Officer
TalentKeepers

CCW UNIVERSITY: For Training, Learning and Development Leaders

4:00 pm - 4:30 pm Instructional Design and Development in the Contact Center
  • How to identify training gaps in your contact center that point to gaps in your customer’s journey
  • Collaborate with the continuous improvement team to push out reinforcement training
  • Strategies to tackle PCI compliance rules when partnering with a new vendor
Ronda Feague, Director, Instructional Design Strategy & Contact Center Learning at Choice Hotels International

Ronda Feague

Director, Instructional Design Strategy & Contact Center Learning
Choice Hotels International

4:30 pm - 4:35 pm Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

4:35 pm - 5:05 pm The IMPACT of the Pineapple Principle
+ What happens when you stand up and really see people
+ When you wear a crown you find your value and see others
+ When we are sweet on the inside, customers experience our kindness

The Pineapple Principle book signing will take place Thursday morning at 9:20am.
Annie Meehan, Author, AM Speaking at CCW Influencer

Annie Meehan

Author, AM Speaking
CCW Influencer

Process Stage: For Contact Center Operational Leaders

4:35 pm - 5:05 pm How AMEX Global Business Travel Reinvented Travel Manager and Traveler Experience
  • Building and executing a self service platform for reinvented experience
  • How to integrate a new CX product into legacy framework
  • Focus on solid processes over throwing money at problems
Kevin Yeh, Director, Global Marketing and Product Management at American Express

Kevin Yeh

Director, Global Marketing and Product Management
American Express

Michael Berk, Senior Manager, New Business Ventures at AMEX Global Business Travel

Michael Berk

Senior Manager, New Business Ventures
AMEX Global Business Travel

Mark Rude, VP for Traveler Care Americas at AMEX Global Business Travel

Mark Rude

VP for Traveler Care Americas
AMEX Global Business Travel

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

4:35 pm - 5:05 pm A Simplified Path to Seamless Digital Engagement: Overcome the Pitfalls of Integrating New Channels
+ Avoid the cost and complexity of achieving true omnichannel engagement
+ ~60% of business leaders feel they are falling behind digital trends
+ Evolve voice-centric strategies to customer-centric digital engagement



Chris Mitcham, SVP of Servicing at Security National Automotive Acceptance Company

Chris Mitcham

SVP of Servicing
Security National Automotive Acceptance Company

Tom Nusspickel, Chief Operating Officer at American First Finance

Tom Nusspickel

Chief Operating Officer
American First Finance

Boris Grinshpun, General Manager, CRM Product Group at LiveVox, Inc.

Boris Grinshpun

General Manager, CRM Product Group
LiveVox, Inc.

Anthony Warden, Member Care at Texas Dow Credit Union

Anthony Warden

Member Care
Texas Dow Credit Union

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

4:35 pm - 5:05 pm PACE Panel: Import Compliance Considerations for Contact Centers
  • Updates on the regulatory environment
  • Practical operational tips
  • CA Consumer Privacy Act, EU General Data Protection Regulation, Telephone Consumer Protection Act, and more
Stuart Discount, CEO at PACE

Stuart Discount

CEO
PACE

Michele Shuster, Partner at Mac Murray & Shuster LLP

Michele Shuster

Partner
Mac Murray & Shuster LLP

CCW Innovation Lab: For Contact Center Strategy Leaders

4:35 pm - 5:05 pm How to Get from CX 101 to CX Leader
+ How to build the foundation for industry-leading CX
+ Resourcing CX, especially in small organizations and startups
+ Case studies in BarkMagic customer engagement

Hernan Giraldo, VP, Customer Experience Operations at BARK

Hernan Giraldo

VP, Customer Experience Operations
BARK

CCW EXECUTIVE CLUB: For Contact Center Executives (Director-level and above)

4:35 pm - 5:05 pm Evolving Your Contact Center for Customer-Centricity
  • Develop strategies to balance the needs of the business and the needs of your employees
  • Build work streams and customer councils to break down silos in your organization
  • Create a comprehensive program that leverages insights uncovered in the contact center
Valdy Dobrila, Corporate VP, Sales and Service Strategy at New York Life

Valdy Dobrila

Corporate VP, Sales and Service Strategy
New York Life

Trina Martin, Corporate VP, Service Strategy at New York Life Insurance Company

Trina Martin

Corporate VP, Service Strategy
New York Life Insurance Company

CCW UNIVERSITY: For Training, Learning and Development Leaders

4:35 pm - 5:05 pm Talentkeepers Featured Session



Christopher Mulligan, Chief Executive Officer at TalentKeepers

Christopher Mulligan

Chief Executive Officer
TalentKeepers

5:05 pm - 5:10 pm Transition Time (5 minutes)

People Stage: For Culture, Workforce and Human Resource Leaders

5:10 pm - 5:40 pm How an 80-Year-Old Bank Has Put Customers First and Delivers Happiness
  • Guiding principles that support a customer-centric culture
  • It isn’t about the product but the need that your service solves
  • Keeping culture simple: the 94-word story
Dwayne Calder, Managing Director, Insight and Enablement at ATB Financial

Dwayne Calder

Managing Director, Insight and Enablement
ATB Financial

Process Stage: For Contact Center Operational Leaders

5:10 pm - 5:40 pm Experience Over Metrics: Redesigning Your Quality Assurance Model
  • Redesigning the quality assurance model to be rooted in empathy and emotional buy in with customers
  • Pivoting to metrics based focusing on the experience at large and not around scores or statistics
  • How to train your agents to adapt to a new metric system
Lexi Emmons, Senior Director, Customer Experience at Bright Horizons

Lexi Emmons

Senior Director, Customer Experience
Bright Horizons

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

5:10 pm - 5:40 pm From Tribal to Top Notch: Integrating Systems for 21st Century Customer Support
  • The critical importance of integration in the modern experience economy
  • Employee attrition as a by-product of inefficient systems
  • Scaling integration efforts
Beth Marchetti, Director of Customer Support at Clearent

Beth Marchetti

Director of Customer Support
Clearent

Foundations Stage: For Up-and-Coming Contact Center Leaders (Managers and Supervisors)

5:10 pm - 5:40 pm Beyond Millenials: How to Engage Gen Z
+ Why lumped “millenials and younger” as a generation won’t work
+ Nuances of the Z generation
+ Key tips for engaging and retaining the next generation
Debra Heim, Telecommunications Call Center Manager at State University College at Oneonta

Debra Heim

Telecommunications Call Center Manager
State University College at Oneonta

CCW Innovation Lab: For Contact Center Strategy Leaders

5:10 pm - 5:40 pm Fireside Chat with Discover Credit Card and Royal Bank of Canada: Experiences Deploying Enterprise-Grade Conversational IVR Virtual Assistants at Scale