Day Two - Pre-Conference Day: Tuesday, June 25, 2019

7:30 am - 8:15 am Pre-Conference Day Check In

Every customer’s journey is different. Building a “one-size-fits-all” customer experience is a recipe for dissatisfied customers. Your customers expect you to have a complete view of them and their unique omnichannel journey as they connect with you at different parts of their journey. In this insightful workshop, learn how two companies mapped their customer journeys to supercharge their CX.


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Matthew Clare

Director of Contact Center Solutions
Mitel

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Eric Laracuente

Director of Contact Center Technology
Secura Insurance Group

WORKSHOP 2

8:15 am - 10:45 am Professor Customer: Utilize Customer Insights To Define Strategies That Improve Training and Coaching Effectiveness
Matt Cecil - Senior Manager, Chat Strategy, Verizon
Jim Iyoob - Chief Customer Officer, Etech
Customer Experience is one of the most talked about opportunities today, and the reason is simple - organizations that focus on customer experience see happier customers, reduced churn, and increased revenue - leading to higher profits. Most organizations don't even realize that their customers feel it requires "high-effort" to do business with them. Learn how leveraging your customer experience insights can dramatically impact your organization's Training and Coaching Effectiveness to see almost immediate results. 


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Matt Cecil

Senior Manager, Chat Strategy
Verizon

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Jim Iyoob

Chief Customer Officer
Etech

WORKSHOP 3

8:15 am - 10:45 am Proactive Service Strategies: Improve Customer Experience and Enhance Brand Loyalty
Shaun Smith - VP, Global Operations, IBM Cloud Platform
Tom Brennan - Global Director, Customer Service Transformation, ServiceNow
Think about the last time you contacted a business because you had an issue. Now imagine how your day would have gone if the business had intelligently fixed the problem before you knew about it. What type of experience are your customers having? Join this workshop to learn ways to turn reactive customer service into a proactive service engine at your company. Interact with your peers as we discuss a customer case study and best practices for delivering proactive service from issue to resolution.


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Shaun Smith

VP, Global Operations
IBM Cloud Platform

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Tom Brennan

Global Director, Customer Service Transformation
ServiceNow

WORKSHOP 4

8:15 am - 10:45 am Build-a-Bot: Einstein Artificial Intelligence Campfire
During today’s Build-a-Bot Campfire event, you’ll be blazing a trail to happy customers and happy agents on the world’s #1 customer service platform. Our Service Cloud trail guides will lead you down a path to faster, smarter customer service. You’ll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with a live Salesforce chat bot built with Einstein artificial intelligence. Everyone who completes this activity leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Chatbots that drives agent productivity and customer satisfaction in a whole new way.


TECHNOLOGY & INNOVATION FOCUS DAY

8:15 am - 10:45 am Customer Journey Mapping
Devon Westerholm - Director of CX, Dropbox
In today’s era of customer centricity, you cannot afford to make assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on customers, and moreover you cannot allow silos to cause frustrating “pain points” for your customers. Our Technology & Innovation Focus Day spotlight on Customer Journey Mapping provides key highlights from the CCW Digital special report, interviews a practitioner on their experience mapping journeys, and then dives into an interactive journey mapping activity for immersion in the process.

Special Report Brief
(30 minutes)
Brian Cantor
Principal Analyst 
CCW Digital

Project Analysis: How Dropbox Leverages Dynamic Customer Journey Mapping 
(30 minutes)
Devon Westerholm
Director of Customer Experience
Dropbox

Sandy Ko
Research Development Analyst
Customer Contact Week

Interactive Activity
(90 minutes)


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Devon Westerholm

Director of CX
Dropbox

10:45 am - 11:15 am Transition Time (30 minutes)

WORKSHOP 5 (working lunch)

11:15 am - 1:45 pm Boost Your Business KPI’s with Employee Engagement Initiatives
John Blowers - Associate Manager, Public Consulting Group
Christopher Mulligan - Chief Executive Officer, TalentKeepers
Developing employee engagement and retention standards will push your organization’s performance to the next level. Creating a culture of engagement which values and prioritizes employee engagement and retention will get all stakeholders including operations, recruiting, and training working in the same direction. This workshop will open your eyes to new ways to approach engagement and retention for bottom line results including proven methods to establish goals and accountability for engagement and attrition for all stakeholders, ways to leverage leaders to drive engagement, and case studies that show successful tactics and practical implementation.


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John Blowers

Associate Manager
Public Consulting Group

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Christopher Mulligan

Chief Executive Officer
TalentKeepers

WORKSHOP 6 (working lunch)

11:15 am - 1:45 pm CX Delivery Optimization 2019: Tackling Your Biggest Challenges
Brandon Rowe - Sr. Manager, Product Marketing, WFO, Opentext


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Brandon Rowe

Sr. Manager, Product Marketing, WFO
Opentext

WORKSHOP 7 (working lunch)

11:15 am - 1:45 pm AI, Bots and Humans: The Future Customer Journey is Here


WORKSHOP 8 (working lunch)

11:15 am - 1:45 pm Putting Customer Effort Reduction into Action
You may be familiar with the key principles of reducing customer effort, but do you know how to put these ideas into action? Join us for a thought-provoking, engaging and interactive workshop designed to help you gain a deeper understanding of the core tenets of effort reduction, and how to apply those ideas to your own service organizations. Get ready to roll up your sleeves and get to work! The payoff will be a list of concrete, immediately actionable ideas that can be implemented immediately to improve customer loyalty and the bottom line in your organization.


How can you empower all members of your organization to build a better experience and make more meaningful connections with your customers? If tangible improvement is your goal, it is time to adopt a more customer-centric, agent-centric and results-driven approach to customer intelligence through an actionable form of analytics. Our Technology & Innovation Focus Day spotlight on Actionable Analytics provides key highlights from the CCW Digital special report, interviews a practitioner on their journey to more actionable analytics, and then dives into an interactive exercise on how to take your current analytics model to the next level.

Special Report Brief
(30 minutes)
Brian Cantor
Principal Analyst
CCW Digital

Project Analysis
(30 minutes)
Michael DeJager
Principal Analyst
Customer Contact Week

Interactive Activity: Getting Stuff Done Right the First Time with Speech Analytics
(90 minutes)
Roger Lee
Director of Customer Success
Gridspace





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Alex Gross

Director of Insights & Customer Advocacy
BARK

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Roger Lee

Director of Customer Success
Gridspace

1:45 pm - 2:15 pm Transition Time - (30 minutes)

WORKSHOP 9

2:15 pm - 4:45 pm Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics
By analyzing all your customer conversations–whether they are over the phone, email, chat or social–you can unlock the intelligence needed to attract, delight and retain customers. You will also uncover insights to improve all areas of your business. Join us for this highly educational and interactive workshop including a customer case study and learn how organizations are leveraging AI-fueled interaction analytics intelligence to improve the customer experience throughout their organizations.


WORKSHOP 10

2:15 pm - 4:45 pm Build a Strategy for Cloud-Based Contact Center Migration


WORKSHOP 11

2:15 pm - 4:45 pm Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots


WORKSHOP 12

2:15 pm - 4:45 pm Processes and Technologies to take Personalization to the Next Level
It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.

Special Report Brief
(30 minutes)
Brian Cantor
Principal Analyst
CCW Digital

Project Analysis: How Sun Basket Tackled Chatbot Implementation in Their CX Operations 
(30 minutes)
John Ngo
Customer Experience Management
Sun Basket

Mario Matulich
Executive Director
Customer Contact Week

Interactive Activity: Step-by-Step Tutorial on Building a Virtual Assistant with Watson Assistant
(90 minutes)




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John Ngo

Customer Experience Management
Sun Basket

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Mario Matulich

Executive Director
Customer Management Practice

5:30 pm - 6:00 pm New Attendee Orientation

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW analysts and conference directors at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.

6:00 pm - 6:30 pm Sponsor Orientation

A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.

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

7:30 pm - 9:30 pm CCW Excellence Awards Gala