CX and Design at CCW Vegas | 2020 Customer Contact Week Austin



CX and Design breakout tracks are coming to CCW Vegas 2020

Customer centricity is easier said than done.  Neither C-Suite buy-in nor siloed, grassroots efforts alone can transform the cultural fabric of an organization, especially those riddled with various divisions and product lines. Our CX & Design breakout track at CCW Vegas gathers customer experience leaders from within or beyond the contact center charged with elevating the voice of the customer and moving the needle on more customer-centric experiences.


  • Catalyze customer empathy and cross functional communication to operationalize customer-centricity
  • Develop dynamic journey maps that act as a living tool for improved customer experiences
  • Understand and action critical customer data points to capture and communicate the ROI of CX
  • Strategic design methods critical for empathy and tactical design processes for pain point resolutions



  • Michael Brown, Former Chief Design Officer, Dick's Sporting Goods
  • Lance Gruner, EVP Global Customer Care, Mastercard
  • Clare Muscutt, Founder and Director, CMXperience
  • Paul Jarret, CEO & Co-Founder, BuluBox
  • Benjamin Lord, Chief Marketing Officer, Mira


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