See you in 2020!

September 21-24, 2020 | Austin, TX

Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Workshops

8:00 - 8:15 Check-In
There is a growing recognition that speech analytics is a must have technology to support improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance. The opportunities to become a successful user of this game changing technology are real but how do you get there? This workshop will feature actual customer case studies presented by the speech analytic user customers themselves from iconic international automotive leader Mercedes Benz Financial Services, American worldwide banking and financial services institution BNY Mellon | Pershing and leading BPO, digital marketing, research, and IT support organization RDI Corp. This informative session will also include learning modules on how the technology works, how speech analytics can be configured to support the measurement and improvement of customer experience and best practices on successfully deploying a speech analytics solution.
 
Take-a-ways for Workshop Participants include:
  • A solid understanding of how Interaction (Omni-Channel) Analytics works
  • How real customers are using and benefiting from Speech Analytics
  • Category and Scorecard configurations that support dramatic CX improvements
  • What it takes to implement and realize success with an Interaction Analytics solution
  • Workshop material to initiate your own Interaction Analytics Journey to Success


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Brian LaRoche

Director, Outreach Marketing
CallMiner

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Eduardo Von Borstel

Sr. Solution Architect
CallMiner

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Mike Hull

Customer Success Director
CallMiner

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Stacy Dye

SVP/GM, Quantitative Insights
RDI Sightline

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Trent Haynes

VP, Quality Management Office
BNY Mellon | Pershing

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Allison Corley

Call Center Services Supervisor
Mercedes-Benz Financial Services

Workshops

11:00 - 11:15 Networking Break
The only differentiator organizations have today is “The Customer Experience”. With the advent of AI, organizations have improved CX by learning more about the customer and anticipating their needs.
Join Etech’s workshop to discover the path to a memorable customer experience with Human Intelligence along with effective and efficient use of Artificial Intelligence.
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Jim Iyoob

Chief Customer Officer
Etech Global Services

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Shawndra Tobias

AVP Customer Experience
Etech Global Services

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Manny Marrero

Director of Operations
Getaroom

Workshops

14:00 - 14:15 Networking Break
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 workshop 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.
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Warren Holmes

Master Solution Engineer - Service CloudSa
Salesforce

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Aaron McCauley

Sr. Solution Engineer
Salesforce

Technology & Innovation Focus Day

8:00 - 8:15 Check-In
CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s 2019 Key Findings report.

Outbound & Proactive Engagement

SPECIAL REPORT BRIEF
This may be the era of customer centricity, but it is most certainly not an era of successful customer engagement. Customers remain underwhelmed with the experiences they are receiving. They continue to encounter long wait times, frustrating transfers, disengaged agents, unproductive conversations, poor digital experiences and generally unempathetic businesses. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their experience transforming their  customer experience strategy and then dives into an interactive proactive engagement activity for immersion in the process.

PROJECT ANALYSIS
Leverage Social Media for Customer Intelligence and Employee Empowerment

INTERACTIVE ACTIVITY
Explore case studies in situations where proactive engagement could be an effective strategy for improved customer contact. Individual round tables with strategize and present their findings to the greater group. Leave with takeaways to think more critically about your current engagement strategy and how a more proactive approach could take your operations to the next level.
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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Contact Week

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Elizabeth Solomon

Manager, Social Media Care
AMC Theaters

Technology & Innovation Focus Day

11:00 - 11:15 Networking Break
SPECIAL REPORT BRIEF
Are you serious about reducing customer effort? Do you truly honor customer preferences? Are you honestly committed to omnichannel engagement? You need not address these questions with your words. The true answer lies in the quality of your digital customer experience. The ultimate proving ground in the era of customer centricity, the digital realm reveals whether organizations truly care about optimizing their customer experience journeys. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their digital transformation strategy and then dives into an interactive activity to take your digital CX to the next level.

PROJECT ANALYSIS
Connect Physical Store Experiences to Amplify Your Digital Business

INTERACTIVE ACTIVITY
Hosted by: Appian



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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

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Todd Marthaler

Industry Leader, Contact Center
Appian

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Michael Rahm

Product Marketing Manager
Appian

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Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

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Larry Rodgers

Senior Director, Retail Concepts
Nike

Technology & Innovation Focus Day

14:00 - 14:15 Networking Break
SPECIAL REPORT BRIEF
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.

PROJECT ANALYSIS
The Myth around AI/Automation Skill Gap in the Vastly Different Customer Contact Landscape

INTERACTIVE ACTIVITY
Hosted by: IBM Watson
Step-by- Step Tutorial on Building a Virtual Assistant with Watson Assistant
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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

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Mario Matulich

Executive Director
Customer Contact Week

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Bernard Slowey

World Support Leader
Microsoft

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Emily Winchurch

Product Marketing Lead, Watson Assistant
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 team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.
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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Contact Week

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.
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Simon Copcutt

Head of Strategic Accounts
Customer Management Practice

18:00 - 19:00 Welcome Reception