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.


Matthew Clare, Director of Contact Center Solutions at Mitel

Matthew Clare

Director of Contact Center Solutions
Mitel

Eric Laracuente, Director of Contact Center Technology at Secura Insurance Group

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
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. 


Matt Cecil, Director, Digital Marketing at Verizon

Matt Cecil

Director, Digital Marketing
Verizon

Jim Iyoob, Chief Customer Officer at Etech Global Services

Jim Iyoob

Chief Customer Officer
Etech Global Services

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.


Shaun Smith, VP, Global Operations at IBM Cloud Platform

Shaun Smith

VP, Global Operations
IBM Cloud Platform

Tom Brennan, Global Director, Customer Service Transformation at ServiceNow

Tom Brennan

Global Director, Customer Service Transformation
ServiceNow

Chris Mahoney, AVP, Product Line Sales at ServiceNow

Chris Mahoney

AVP, Product Line Sales
ServiceNow

Chris Mills, Senior Director, Global Customer Service Management Sales at ServiceNow

Chris Mills

Senior Director, Global Customer Service Management Sales
ServiceNow

Jeff Hoffman, Senior Advisory Solution Architect, Global Customer Service Management at ServiceNow

Jeff Hoffman

Senior Advisory Solution Architect, Global Customer Service Management
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.


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)




Devon Westerholm, VP, IT Customer Experience at Palo Alto Networks

Devon Westerholm

VP, IT Customer Experience
Palo Alto Networks

Megan Haas, Content Marketing at Interactions

Megan Haas

Content Marketing
Interactions

Leigh Coulombre, Manager, Marketing Events at Interactions

Leigh Coulombre

Manager, Marketing Events
Interactions

Sandy Ko, Research Development Analyst at Customer Management Practice

Sandy Ko

Research Development Analyst
Customer Management Practice

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
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.


Christopher Mulligan, Chief Executive Officer at TalentKeepers

Christopher Mulligan

Chief Executive Officer
TalentKeepers

Holly Bush, Director, Business Development at Staffing Solutions Organization

Holly Bush

Director, Business Development
Staffing Solutions Organization

WORKSHOP 6 (working lunch)

11:15 am - 1:45 pm CX Delivery Optimization 2019: Tackling Your Biggest Challenges
t's no secret that customer expectations have significantly changed over the years. Technology advancements, generational shifts and easy access to information have caused organizations to re-imagine their CX strategy and the way they communicate with them. Agents are asked to be more knowledgeable across their business while being tasked quickly resolve customers issues in a timely manner.  Unfortunately, organizations have struggled to meet these new demands. To deliver on your brand promise of customer first, companies need a 360-degree view of the customer across all touchpoints.  This means breaking down organizational and departmental silos to enrich the customer experience across the entire journey. During this workshop, we will discuss how to establish a voice of the customer strategy, meet the needs of your customers and their unique needs, and deliver personalization and drive brand loyalty.


Brandon Rowe, Sr. Manager, Product Marketing, WFO at Opentext

Brandon Rowe

Sr. Manager, Product Marketing, WFO
Opentext

WORKSHOP 7 (working lunch)

11:15 am - 1:45 pm The Next Gen Contact Center: Artificial Intelligence and Predictive Routing
Artificial intelligence (AI) might be maligned at one extreme—with notions of a robot apocalypse—and to a lesser extreme with mass unemployment or boredom resulting from automation. But when it comes to contact centers, AI can enhance the experience and make it more human. And now we’re in the midst of a customer experience revolution that’s driving a need to create a more engaging workplace for contact center employees. Join us as we go on an interactive ride of AI and the human touch with predictive routing.


Jim Whatton, VP, Solution Consulting Organization at Genesys

Jim Whatton

VP, Solution Consulting Organization
Genesys

Tony Simek, Senior Enterprise Architect at Genesys

Tony Simek

Senior Enterprise Architect
Genesys

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.



Matt Dixon, Chief Product & Research Officer at Tethr

Matt Dixon

Chief Product & Research Officer
Tethr

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





Alex Gross, Director of Insights & Customer Advocacy at BARK

Alex Gross

Director of Insights & Customer Advocacy
BARK

Roger Lee, Director of Customer Success at Gridspace

Roger Lee

Director of Customer Success
Gridspace

Michael DeJager, Principal Analyst & Head of Production at Customer Management Practice

Michael DeJager

Principal Analyst & Head of Production
Customer Management Practice

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

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.


Ohmela Seegolam, Dialer Management at Holiday Inn Club Vacations

Ohmela Seegolam

Dialer Management
Holiday Inn Club Vacations

Jose Montalvo, Speech Analyst at Holiday Inn Club Vacations

Jose Montalvo

Speech Analyst
Holiday Inn Club Vacations

David Kiszka, Customer Success Director at CallMiner

David Kiszka

Customer Success Director
CallMiner

Eduardo Von Borstel, Solutions Architect at CallMiner

Eduardo Von Borstel

Solutions Architect
CallMiner

Brian LaRoche, Director, Outreach Marketing at CallMiner

Brian LaRoche

Director, Outreach Marketing
CallMiner

Rick Britt, VP of AI at CallMiner

Rick Britt

VP of AI
CallMiner

Cristopher Kuehl, VP Client Insights & Analytics at Sitel

Cristopher Kuehl

VP Client Insights & Analytics
Sitel

Looking to move your contact center to the cloud but wondering how to make the transition as easy and seamless as possible? Join this highly interactive workshop where we discuss setting expectations and roadmaps for the move. Hear from customers who have already made the move and learn their secrets for success.


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

Stacy Smith

SVP, Contact Center Director
Hancock-Whitney Bank

Katie Barnes, Team Coordinator at Shift Digital

Katie Barnes

Team Coordinator
Shift Digital

Matt Dvorak, Director of Workforce Management at Tempoe

Matt Dvorak

Director of Workforce Management
Tempoe

Darryl Addington, Director Product Marketing at Five9

Darryl Addington

Director Product Marketing
Five9

Scott Kolman, VP, Corporate and Product Marketing at Five9

Scott Kolman

VP, Corporate and Product Marketing
Five9

Phil Files, VP, Solution Consulting at Five9

Phil Files

VP, Solution Consulting
Five9

WORKSHOP 11

2:15 pm - 4:45 pm Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots
Martin Taylor of Content Guru will lay out the framework of Contact Centre evolution, from Call Centre to Contact Centre to Omni-Channel.  Explaining what AI is in the context of the Contact Centre and explain how it encompasses decision trees, Machine Learning, and Deep Machine Learning which deliver outcomes and enhanced customer experience through NLP and dialogue flow from a chatbot. During the interactive part of the workshop, attendees will participate in different scenarios based on current customer situations and discuss how they could use Omni-channel solutions to automate customer engagement and experience due to lack of call agents in scenario or to reduce cost. 
Finally Rakuten will talk through the original problem they had on engaging customers through their contact centers and the solution identified.



Martin Taylor, Co-Founder and Deputy CEO at ContentGuru

Martin Taylor

Co-Founder and Deputy CEO
ContentGuru

Masayoshi Kaneko, Vice President at Rakuten

Masayoshi Kaneko

Vice President
Rakuten

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)




Mario Matulich, Executive Director at Customer Management Practice

Mario Matulich

Executive Director
Customer Management Practice

Brian Cantor, Principal Analyst & CCW Digital Director at Customer Management Practice

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

Emily Winchurch, Product Marketing Lead at IBM

Emily Winchurch

Product Marketing Lead
IBM

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.
Michael DeJager, Principal Analyst & Head of Production at Customer Management Practice

Michael DeJager

Principal Analyst & Head of Production
Customer Management Practice

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





Mario Matulich, Executive Director at Customer Management Practice

Mario Matulich

Executive Director
Customer Management Practice

Dan Burkland, President at Five9

Dan Burkland

President
Five9