June 24 - 28, 2019
The Mirage, Las Vegas

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

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

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Becky Ploeger

VP, Sales & Service Strategy
USAA

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John Pompei

Head of Player Experience Operations
Electronic Arts

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Dan Rood

VP, Product Marketing
Genesys

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

Ambassador Nancy Brinker - Founder, Susan G. Komen Foundation
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.
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Ambassador Nancy Brinker

Founder
Susan G. Komen Foundation

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

Shep Hyken - Chief Amazement Officer, Shepard Presentations, LLC
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.
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Shep Hyken

Chief Amazement Officer
Shepard Presentations, LLC

9:20 am - 10:40 am NETWORKING BREAK IN THE EXPO HALL

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

Meet, Greet and Books Signings
Nancy Brinker:  Promise Me
Shep Hyken:  The Convenience Revolution

CCW Digital Podcast Studio Interviews
Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers.
The latest interview schedule will be posted near the podcast stage.

Brilliance Clinics
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!

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
Kirsty Traill - VP, Customer, Hootsuite
  • 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
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Kirsty Traill

VP, Customer
Hootsuite

Process Stage: For Contact Center Operational Leaders

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


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
Dwayne Calder - Managing Director, Insight and Enablement, ATB Financial
  • Operating in a next generation contact center
  • Cost center vs. value creator orientation
  • Holistic strategy to include integrated systems, workforce management, insights, etc.
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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 Creating Effortless Experiences Through Holistic Digital Transformation
  • Focus on high frequency, low value moments to reduce effort
  • Personalize experience for customer segments and life moments
  • Isolate points of effort to streamline with machine learning, robotics, and AI

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

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

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

10:50 am - 11:20 am Quality Transformation: From Checkboxes to Competencies
Robert Gofourth - VP Operations, Strategy, & Performance, BCBS North Carolina
  • 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
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Robert Gofourth

VP Operations, Strategy, & Performance
BCBS North Carolina

CCW Innovation Lab: For Contact Center Strategy Leaders

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


CCW Innovation Lab: For Contact Center Strategy Leaders

10:50 am - 11:20 am Curate the Agent Experience: Dashboard Design and Delivery


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

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

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

10:50 am - 11:20 am The Top 5 Considerations Contact Center Leaders Need to be Thinking About Today

CCW CUSTOMER CONTACT WEEK: For Women, By Women

10:45 am - 10:50 am Track Host Opening Remarks
Colleen Beers - SVP Operations, Alorica


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Colleen Beers

SVP Operations
Alorica

CCW CUSTOMER CONTACT WEEK: For Women, By Women

10:50 am - 11:20 am Learn and Grow with Mentorship
  • Finding advocates from women and men in and out of your workforce
  • Significance and impact of mentorship
  • Mentorship vs Sponsorship vs Coaching

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
Donna McNeil - COO, GreenPath
Nicole Bladzik - Director of IT, GreenPath
  • Three strategies for a thriving culture
  • Creating BHAGs for your organization’s transformation
  • Connecting employee and customer happiness
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Donna McNeil

COO
GreenPath

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Nicole Bladzik

Director of IT
GreenPath

Process Stage: For Contact Center Operational Leaders

11:25 am - 11:55 am Beyond the Hype: Contact Center AI and Knowledge That Works
  • Few companies have successfully deployed and benefitted from AI
  • Understanding AI barriers to adoption including use cases, funding and strategy 
  • How to build and scale an AI strategy tailored to the needs of your contact center


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
Sasha Chatani Lucas - Head of Digital, Verizon Fios
  • Overview of Verizon Fios advanced digital experiences
  • How to develop AI strategy through human innovation
  • Continuous technology innovation for competitive advantage
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Sasha Chatani Lucas

Head of Digital
Verizon Fios

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

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

CCW Innovation Lab: For Contact Center Strategy Leaders

11:25 am - 11:55 am Fostering Customer Loyalty: How Age of Learning Equips Agents for Success
Michael Furman - VP, Customer Support, Age of Learning, INC.
Kay Phelps - Senior Manager, 8x8
Tim Richter - Director, Contact Center Product Marketing, 8x8
  • 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


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Michael Furman

VP, Customer Support
Age of Learning, INC.

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Kay Phelps

Senior Manager
8x8

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Tim Richter

Director, Contact Center Product Marketing
8x8

CCW Innovation Lab: For Contact Center Strategy Leaders

11:25 am - 11:55 am Business Model Innovation: Assume a Lean Startup Mindset to Business Operations
Jake Peterson - SVP, Operations, MoviePass
  • Track and read the right data points
  • Think end-to-end experience, not just customer card
  • Why customer voice feeding operational oversight is critical
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Jake Peterson

SVP, Operations
MoviePass

CCW CUSTOMER CONTACT WEEK: For Women, By Women

11:25 am - 11:55 am A Thriving Culture Drives a Thriving Business
  • How to manage challenges when it comes to balancing work life and personal life
  • Pathfinding flexible policies and work arrangements at your organization
  • How to maintain your leadership track while managing flexible work arrangements

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 How to Recruit the Best and Brightest Customer Service Talent in 2019

Process Stage: For Contact Center Operational Leaders

12:00 pm - 12:30 pm The Membership Economy: A New Era of Customer Relationships
  • How to transform transactions into recurring revenue
  • Create a community for heightened customer engagement
  • Innovating existing business models to adopt membership principles

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

12:00 pm - 12:30 pm Incubation Innovation: When Technology is “Just” a Tool
Meghan Borsic - Head of UX Research and Design - Consumer Electronics, Amazon
  • Best practices around forming incubation teams to innovate the future 
  • How to find customer value in emerging technology and make it understandable and actionable.
  • Solving pain points in your customers experience before they become a pain point
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Meghan Borsic

Head of UX Research and Design - Consumer Electronics
Amazon

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

12:00 pm - 12:30 pm Bringing Both Macro and Micro VOC Data to Life
Karen Walker - Director, Customer Care, Anthem
  • Best practices in consolidating VOC data into a dashboard meaningful for both micro and macro analysis
  • Translating VOC insights into tangible and actionable steps for improved CX
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Karen Walker

Director, Customer Care
Anthem

CCW Innovation Lab: For Contact Center Strategy Leaders

12:00 pm - 12:30 pm The Contact Center of the Future: Why a Cloud Contact Center is a Must Have in 2019


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

12:00 pm - 12:30 pm Contact Center Turnaround: Strategic Planning from the First 90 Days
  • Why 90 days of observation is critical to inform planning
  • How to build a long-term transformation plan
  • How to systemically drive lasting change

CCW CUSTOMER CONTACT WEEK: For Women, By Women

12:00 pm - 12:30 pm CCWomen Leadership Panel and Q&A
  • Empowerment
  • Leadership Tips & Ideas
  • Future generation of women

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

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

Tony Hsieh - CEO, Zappos
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.
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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.


2:45 pm - 3:45 pm NETWORKING BREAK IN THE EXPO HALL

5 O’Clock Somewhere Happy Hour
Happy hour starts early at CCW! Reference the happy hour map in the conference app and enjoy all the sponsored signature cocktails throughout the expo hall.

Meet, Greet and Books Signings
Tony Hsieh:  Delivering Happiness
Robbie Kellman Baxter:  The Membership Economy

CCW Digital Podcast Studio Interviews
Visit the CCW Digital booth to tune in to live interviews of leading CCW attendees and influencers.  The latest interview schedule will be posted near the podcast stage.

Brilliance Clinics
CCW’s top influencers make themselves available for consultations with CCW attendees.  Address your biggest customer contact challenges while onsite!

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
Troy Stevenson - VP & Global Head of Community Operations, Uber
  • Why transaction-centered support is obsolete
  • How relationship orientation can impact customer lifetime value
  • Scaling a relationship orientatio
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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


Process Stage: For Contact Center Operational Leaders

4:00 pm - 4:30 pm The State of CX: Insights From Genesys Consumers and Businesses


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 Transform Culture by Building Relationships Over One-Off Transactions
Scott Casciato - Senior Director, eCommerce Fulfillment & Customer Service, DICK'S Sporting Goods
  • Looking at CX through the lens of channel-based technology products
  • How product teams collaborate with all things customer
  • Take a human-centered approach and define problem areas 
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Scott Casciato

Senior Director, eCommerce Fulfillment & Customer Service
DICK'S Sporting Goods

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

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

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
Devon Westerholm - Director of CX, Dropbox
  • Phasing journey maps to dive deeper
  • Keeping the map out of the desk drawer
  • How journey mapping can transform into service design initiatives
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Devon Westerholm

Director of CX
Dropbox

CCW Innovation Lab: For Contact Center Strategy Leaders

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


CCW Innovation Lab: For Contact Center Strategy Leaders

4:00 pm - 4:30 pm Reduce Effort for Agents and Customers Alike


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

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

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

4:00 pm - 4:30 pm Cultural Transformation + Digital Transformation: Get Executive Leadership in Cadence with Customer Contact Strategy
Jared Benesh - Executive Director of Contact Center Technology / Product Strategy, Quicken Loans
  • Shift cultural norms to understand the necessity of technology to catalyze success
  • Understand motivations of senior leadership to drive engagement at all levels
  • Technology is not “optional” and drives the results rather than the “why”
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Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

CCW UNIVERSITY: For Training, Learning and Development Leaders

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

CCW UNIVERSITY: For Training, Learning and Development Leaders

4:00 pm - 4:30 pm Instructional Design and Development in the Contact Center
Ronda Feague - Director, Instructional Design Strategy & Contact Center Learning, Choice Hotels International
  • 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
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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 Beyond Millennials: How to Engage Gen Z
Debra Heim - Telecommunications Call Center Manager, State University College at Oneonta
  • 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
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Debra Heim

Telecommunications Call Center Manager
State University College at Oneonta

Process Stage: For Contact Center Operational Leaders

4:35 pm - 5:05 pm How AMEX Global Business Travel Reinvented Travel Manager and Traveler Experience
Marilyn Markham - Director of Digital Services, AMEX Global Business Travel
  • 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
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Marilyn Markham

Director of Digital Services
AMEX Global Business Travel

Technology Stage: For Technology and Automation Strategy and Acquisition Leaders

4:35 pm - 5:05 pm Cyber and Data Security: How to Collaborate with IT to Ensure Customer Data is Safe

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
Stuart Discount - CEO, PACE
Michele Shuster - Partner, Mac Murray & Shuster LLP
  • Updates on the regulatory environment
  • Practical operational tips
  • CA Consumer Privacy Act, EU General Data Protection Regulation, Telephone Consumer Protection Act, and more
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Stuart Discount

CEO
PACE

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Michele Shuster

Partner
Mac Murray & Shuster LLP

CCW Innovation Lab: For Contact Center Strategy Leaders

4:35 pm - 5:05 pm Maximize the Potential of AI, Robotics and IoT in Your Customer Engagement Center


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

4:35 pm - 5:05 pm Evolving Your Contact Center for Customer-Centricity
Valdy Dobrila - Corporate VP, Service Excellence, New York Life
Trina Martin - Corporate VP, Service Strategy, New York Life Insurance Company
  • 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
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Valdy Dobrila

Corporate VP, Service Excellence
New York Life

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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 Celebrity Cruise’s Model for Development beyond the Contact Center
Grace Arrazcaeta - Enterprise Transformation Lead, Celebrity Cruises
  • Training for a career, not just the contact center environment
  • Workshopping for both personal and professional development
  • eLearning and certification platforms
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Grace Arrazcaeta

Enterprise Transformation Lead
Celebrity Cruises

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
Dwayne Calder - Managing Director, Insight and Enablement, ATB Financial
  • 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
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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
Lexi Emmons - Senior Director, Customer Experience, Bright Horizons
  • 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
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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
Beth Marchetti - Director of Customer Support, Clearent
  • The critical importance of integration in the modern experience economy
  • Employee attrition as a by-product of inefficient systems
  • Scaling integration efforts
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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 How to Evangelize Customer Centricity in a Highly Technical Environment
  • Collaboration between the field and the contact center
  • Searchable knowledge base over technical manuals
  • Nuances in support in a technical field

CCW Innovation Lab: For Contact Center Strategy Leaders

5:10 pm - 5:40 pm Humanize Your Self-Service Experience with Virtual Assistants


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

5:10 pm - 5:40 pm Leverage Storytelling to Engage the C-Suite
Marvin Hamilton - VP, People, Conde Nast
  • Gain cross-functional influence and sell VOC to the C-Suite
  • Achieving fluency in the language of leadership
  • How storytelling effectively encapsulates ideas for executive support
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Marvin Hamilton

VP, People
Conde Nast

CCW UNIVERSITY: For Training, Learning and Development Leaders

5:10 pm - 5:40 pm Maximize Training Opportunities through Micro Learning

5:40 pm - 5:45 pm Transition Time (5 minutes)

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:

  • Why digital tools, such as AI, can foster greater empathy and human connection
  • What skills and attributes are important for the productive super-agent
  • How workflow connected teams and automated processes enhance the agent experience


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Troy Stevenson

VP & Global Head of Community Operations
Uber

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Sasha Chatani Lucas

Head of Digital
Verizon Fios

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Shaun Smith

VP, Global Operations
IBM Cloud Platform

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Michael Cronin

VP, Global Operations & Support
Openlink

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Tom Brennan

Global Director, Customer Service Transformation
ServiceNow

6:25 pm - 6:40 pm ROCKSTAR KEYNOTE: The Rules for Customer Experience Rockstars

James Dodkins - Founder and Customer Experience Rockstar, ROCKSTAR CX
In this high energy, entertaining and musical keynote, “Customer Experience Rockstar” James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee that you turn your customer experience up to 11 out of 10. James will feature 3 of his 5 “Rules for Rockstars”.

136 Ideas for Rockstar Employee Engagement book signing follows the keynote.
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James Dodkins

Founder and Customer Experience Rockstar
ROCKSTAR CX

6:40 pm - 7:30 pm NETWORKING RECEPTION IN THE EXPO HALL

The Bar is Open
Visit multiple beer and wine bars open throughout the expo hall.

Live Entertainment
Join your colleagues on the dance floor to celebrate an amazing first day!

Meet, Greet and Books Signings
James Dodkins: 136 Ideas for Rockstar Employee Engagement

8:00 pm - 11:00 pm CCW After Party

The fun never stops at CCW!  Party Vegas style with the Transperfect crew at 1 OAK Nightclub in The Mirage.