Past Presentations

Presentation: Do You Believe It’s Impossible to Build Your Own Enterprise CRM? Think Again…

Presentation: Do You Believe It’s Impossible to Build Your Own Enterprise CRM? Think Again…

Kelli Barabasz, VP of Customer Care at The National Notary Association was part of the Keynote Panel for CCW Austin this year. View her presentation for more information on why change management is just as important as the technology itself. And why you must prioritize internal employee experience and platforms before you can deliver for the customer.


  

Presentation: How Canadian Pacific Railway Developed RPA Strategy for their Shared Service Center

Presentation: How Canadian Pacific Railway Developed RPA Strategy for their Shared Service Center

Pam Arpin, AVP Customer & Corporate Services at Canadian Pacific Railway led a technology track session at CCW Austin this year. View her presentation for more information on Canadian Pacific’s unique shared services center and how their RPA strategy for the service center relates and integrates to the customer area.


  

Presentation: The Hassle-Free Experience— Paving the Path for Positive Customer Journeys

Presentation: The Hassle-Free Experience— Paving the Path for Positive Customer Journeys

Adam Toporek, Customer Service Expert, Speaker & Author, was a Influencer Keynote at CCW Austin this year. View his presentation for more information on taking a 3-way approach to making your customer’s experience hassle-free. This includes: understanding customer hassle and why it’s more than just effort, identifying the hassles your customers face using a verity of sources and eliminating hassles from your journey by focusing on five root causes.


  

Presentations: 10 Ways to Journey Map like a Museum

Presentations: 10 Ways to Journey Map like a Museum

Eric Bruce, Head of Visitor Experience at the Minneapolis Institute of Art led a Project Analysis session at CCW Austin this year. View his presentation as he shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes, pitfalls, and building customer personas based on journey trends.


  

AI First Customer Experience

AI First Customer Experience

At CCW Vegas 2019, Sasha Lucas, Vice President, Omni Customer Experience at Verizon presented on AI First Customer Experience.  In this presentation, she shares how Verizon Omni Experience Leverages Human Innovation, Apps, Bots, XR and Machine Learning.

Party Crasher to Honored Guest

Party Crasher to Honored Guest

Lance Gruner, Executive Vice President, Global Customer Care at Mastercard was a keynote speaker at CCW Vegas this past June.

View his presentation to learn about how to take a process-oriented approach to build the foundation for end-to-end CX, become the culture catalyst for customer centricity and how focusing vendor relationships contributes to holistic experience.

Women of Uber

Women of Uber

At CCW Vegas 2019 this past June,  Lisa Stoner, Global Head of Support Operations at Uber led a CCWomen track session about the Women of Uber.

View this presentation to learn about how Uber is Creating Experiences in Celebrating and Elevating the Women of Uber.


Evolving Your Contact Center for Customer Centricity

Evolving Your Contact Center for Customer Centricity

At CCW Vegas 2019 this past June, Valdy Dobrila, Corporate Vice President, Service Excellence & Trina Martin, Corporate Vice President, Service Strategy & Technology from New York Life presented on Evolving Your Contact Center for Customer Centricity.

View their presentation to learn about the traits of successful customer-centric organizations and how to implement an organizational structure to help better measure, understand, and improve the customer experience.