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

Workshops

8:00 am - 8:15 am Check-in

Workshops

8:15 am - 11:00 am WORKSHOP A: 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.
Brian LaRoche, Director, Outreach Marketing at CallMiner

Brian LaRoche

Director, Outreach Marketing
CallMiner

Workshops

11:00 am - 11:15 am Networking Break

Workshops

11:15 am - 2:00 pm WORKSHOP B: Professor Customer: Utilize Customer Insights To Define Strategies That Improve Training and Coaching Effectiveness (Working Lunch)
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 immediate results.
Jim Iyoob, Chief Customer Officer at Etech Global Services

Jim Iyoob

Chief Customer Officer
Etech Global Services

Workshops

2:00 pm - 2:15 pm Networking Break

Workshops

2:15 pm - 5:00 pm WORKSHOP C: 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 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.

Workshops

5:00 pm - 5:00 pm Workshops Conclude

Technology & Innovation Focus Day

8:00 am - 8:15 am Check-in

Technology & Innovation Focus Day

8:15 am - 8:30 am CCW Digital Presents Key Findings: Reflecting on Customer Contact Trends in 2019
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.
Brian Cantor, Principal Analyst & CCW Digital Director at Customer Contact Week

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

Technology & Innovation Focus Day

8:30 am - 11:00 am Outbound & Proactive Engagement
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.

Technology & Innovation Focus Day

11:00 am - 11:15 am Networking Break

Technology & Innovation Focus Day

11:15 am - 1:45 pm Digital CX
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.

Technology & Innovation Focus Day

1:45 pm - 2:00 pm Networking Break

Technology & Innovation Focus Day

2:00 pm - 4:30 pm CX Automation
Gabriele "G" Masili, Chief Technology Officer, Customer Service and Support at Microsoft

Gabriele "G" Masili

Chief Technology Officer, Customer Service and Support
Microsoft

Technology & Innovation Focus Day

4:30 pm - 4:30 pm Technology & Innovation Focus Day Concludes

5:00 pm - 5:30 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 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.
Sandy Ko, Analyst & Conference Director at Customer Contact Week

Sandy Ko

Analyst & Conference Director
Customer Contact Week

5:00 pm - 5:30 pm New Sponsor/Exhibitor 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.