Day Two: Main Conference And Expo: Tuesday, September 17, 2019

7:00 - 8:00 Check-In

Becky Ploeger, Former VP Sales and Service Strategy at USAA

Becky Ploeger

Former VP Sales and Service Strategy
USAA

John Pompei, Head of Customer Care Operations at Electronic Arts (EA)

John Pompei

Head of Customer Care Operations
Electronic Arts (EA)

Mario Matulich, Executive Director at Customer Contact Week

Mario Matulich

Executive Director
Customer Contact Week

Neil Hooper, Senior Marketing Manager, Customer Marketing at Poly

Neil Hooper

Senior Marketing Manager, Customer Marketing
Poly

The beautiful and talented star has evolved many times in her life and she is nowhere near done. She’s added Broadway actress, entrepreneur, designer, television host, and inspirational speaker to her already robust resume, and as she enters the second act of her already prolific career, there is so much more to come.

Since her days of making hit after hit as a member of Destiny’s Child, one of the best-selling female groups of all time, and then as a solo artist with four critically acclaimed albums (Heart to Yours, Do You Know, Unexpected, and Journey to Freedom), Williams has grown professionally and personally.

In this fireside chat, learn Michelle’s secrets to success as she discusses her career, her accomplishments and her exhilarating evolution as an entrepreneur.

Michelle Williams, Grammy-Award Winning Singer/Songwriter at Actress & Entrepreneur

Michelle Williams

Grammy-Award Winning Singer/Songwriter
Actress & Entrepreneur

Mario Matulich, Executive Director at Customer Contact Week

Mario Matulich

Executive Director
Customer Contact Week

8:50 - 9:20 The Old School Way: Deliver a White Glove Experience in an Automated World

Receiving a white glove experience makes you feel important and special. It makes sense that our customers expect white glove service when they interact with an organization. Customers crave that personal touch, but as interactions automate, there is a loss of connection, that personal relationship. At CareerBuilder, Sasha is changing the way the entire organization looks at customer experience.  As the former EVP of Customer Experience at CareerBuilder, Sasha is deeply ingrained in improving and upgrading so customers find delight in all interactions. In this keynote, Sasha will teach you the fundamentals of white glove experience:  

+ How to deliver consistent customer experience globally with a holistic CX model to better serve customers+ How Career Builders differentiates itself with customer touch and personal relationships
+ Find value in technology but also balancing deep relationships+ Drive the future of CX with communication and human touch
Sasha Yablonovsky, President at CareerBuilder

Sasha Yablonovsky

President
CareerBuilder

EXPO HALL OPENS

9:20 - 10:45 NETWORKING BREAK IN THE EXPO HALL: Demo Drive (Click for Activities Detail)

DEMO DRIVE
Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

CCW Celebrity Meet & Greet with Michelle Williams
9:20 AM - 10:00 AM

TIME BLOCK A
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 3 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 10 participants to maintain discussion intimacy and for optimal acoustics.  Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (A)

People Track

10:45 - 10:50 Host Opening Remarks

People Track

10:50 - 11:20 The World-Class Employee Experience at USAA
+ How the Member Service Representative (MSR) Lab co-develops across the organization for a successful community
+ Focus on agile development and human centered design to enable agile development and business teams to make the most informed decisions
+ Bridge the gap between the role of the frontline employees and the role of the executives

Laurie Lowery, Director of Insight Research at USAA

Laurie Lowery

Director of Insight Research
USAA


Technology Track

10:45 - 10:50 Host Opening Remarks


Neil Hooper, Senior Marketing Manager, Customer Marketing at Poly

Neil Hooper

Senior Marketing Manager, Customer Marketing
Poly

Technology Track

10:50 - 11:20 How to Fuel an Omnichannel Experience
+ Digital enablement and integrating channels within the customer journey
+ The role of data, analytics, and technology in providing context and consistency across all channels
+ Why organizations need flexible technology that advances alongside customer and employee  needs
+ Balancing risk, controls and engagement

Pete Collins, SVP, Operations for Personal Insurance and International at Travelers Insurance

Pete Collins

SVP, Operations for Personal Insurance and International
Travelers Insurance





Michelle Williams, Grammy-Award Winning Singer/Songwriter at Actress & Entrepreneur

Michelle Williams

Grammy-Award Winning Singer/Songwriter
Actress & Entrepreneur

Colleen Beers, President, North America & Europe at Alorica

Colleen Beers

President, North America & Europe
Alorica

CCWomen Track

10:50 - 11:20 Navigate Stereotypes in the Workplace
+ Leverage differences in the workplace
+ How to embrace being an “only” in the office
+ Find the balance between likeability and respect
Hui Wu-Curtis, GM, Customer Service Operations and Strategy at Arizona Public Service

Hui Wu-Curtis

GM, Customer Service Operations and Strategy
Arizona Public Service


11:20 - 11:25 Transition Time (5 minutes)

People Track

11:25 - 11:55 How to Effectively Communicate and Interact with Your Frontline Agents
+ Why communication hardships exist
+ Techniques to interact and connect your frontline agents with the rest of the organization
+ Discover deliberate ways to work with your leadership team to bridge gaps
Elizabeth Wise, GuestPath Business Partner at Delware North

Elizabeth Wise

GuestPath Business Partner
Delware North

Technology Track

11:25 - 11:55 The Power of Digital Customer Service: Learnings from 100 Million (and growing) Bot Interactions
+ How the world’s top brands are automating customer engagement
+ What customers really want from digital DX – and how to measure performance
+  3 steps to streamline and scale 80% of your customer service processes
+  Ways to break down the silos separating phone and digital support


Brian Cantor, Principal Analyst & CCW Digital Director at Customer Contact Week

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

Erik Ashby, Principal Engineering & Product Director at Helpshift

Erik Ashby

Principal Engineering & Product Director
Helpshift

CCWomen Track

11:25 - 11:55 It’s 2019! You Can Have It All!: How to Define and Discover Your Unique “All”
+ Find partnerships who provide guidance and honest feedback that align with your aspirations
+ Don’t sit at the table to just sit at the table; you deserve to be there!
+ Establish boundaries to balance work and personal life 

Kimberly Skelly, Director Customer Service Operations at Verizon Consumer Group

Kimberly Skelly

Director Customer Service Operations
Verizon Consumer Group

11:55 - 12:00 Transition Time (5 minutes)

People Track

12:00 - 12:30 Teach Your Team the 6 Techniques for Spectacular Customer Service
+ Transforming a transaction into a relationship
+ How relationships result in a measured increase in loyalty and retention
+ Walk away with actionable takeaways to teach your team immediately

Scotty Werner, Caddy Tales, Author at CCW Influencer

Scotty Werner

Caddy Tales, Author
CCW Influencer

Technology Track

12:00 - 12:30 A Digital World: The Upskilling of South Africa’s Youth
+ Provide guidance and opportunity, through digital skills enrichment and cutting-edge training curriculums
+ Why the Contact Center Services sector is generating jobs to address the growing youth unemployment problem - in the shortest possible time
+ How South Africa has embraced digital transformation through the growth of automation and its associated technologies
Duncan Wallace, Principal at InterGlobal Management Group

Duncan Wallace

Principal
InterGlobal Management Group

Zondwa Mandela, Chairman at Mandela Legacy Foundation

Zondwa Mandela

Chairman
Mandela Legacy Foundation

CCWomen Track

12:00 - 12:30 Activate Your Inner Superpowers
+ Where to find power,  how to keep it, and how to channel it for the greater good
+ Leave with a stronger sense of self-awareness
+ Inspire to become part of a tribe of people who lift each other up and do the right thing

Kelly Radi, Author, Wonder-FULL at CCW Influencer

Kelly Radi

Author, Wonder-FULL
CCW Influencer

IDGs (A)
10:50 AM - 11:20 AM | 11:25 AM - 11:55 AM | 12:00 PM - 12:30 PM

Interactive Discussion Groups


10:50 - 12:30 (Click for More Info)

Reference the back of your badge for complete information on your pre-registered Interactive Discussion Groups (IDGs). If you do not see any listed, please visit the registration desk to register for IDGs based on availability.

Interactive Discussion Group Topics:
  • Chatbots
  • Omnichannel
  • Remote Agents
  • CX Automation
  • CX Security & Fraud
  • Personalization
  • Customer Loyalty
  • Proactive Engagement

12:30 - 13:25 NETWORKING LUNCH IN THE EXPO HALL (Click for Activities Detail)

Meet, Greet and Book Signings by Scotty Werner and Kelly Radi at the CCW Digital Booth.

Scotty Werner, Caddy Tales, Author at CCW Influencer

Scotty Werner

Caddy Tales, Author
CCW Influencer

Kelly Radi, Author, Wonder-FULL at CCW Influencer

Kelly Radi

Author, Wonder-FULL
CCW Influencer

TIME BLOCK B
TRACKS OR INTERACTIVE DISCUSSION GROUPS
Attendees are provided their choice of 3 different tracks of content or participation in Interactive Discussion Groups. Attendees have the opportunity to participate in one time block of IDGs at CCW Vegas. IDGs are capped at 10 participants to maintain discussion intimacy and for optimal acoustics.  Preselection of IDGs at registration is required to guarantee admittance. To learn more about IDGs, visit our IDG landing page.

Tracks (B)

Process Track

13:25 - 13:30 Host Opening Remarks


Neil Hooper, Senior Marketing Manager, Customer Marketing at Poly

Neil Hooper

Senior Marketing Manager, Customer Marketing
Poly

Process Track

13:30 - 14:00 The Creepiness Factor: Where is the Line Between Value and Risk?
+ Utilize data to recognize when to take risks for a better customer experience
+ Techniques to navigate through data compliance and governance
+ Why your organization’s social media channels are your regulator

Brad Lemons, SVP, Enterprise Analytics Office at Nationwide

Brad Lemons

SVP, Enterprise Analytics Office
Nationwide

CCW University

13:25 - 13:30 Host Opening Remarks

CCW University

13:30 - 14:00 Extensive Training + Key Metrics = A Successful Agent
+ How to effectively measure your agents success for contact center optimization
+ Why a long training period is crucial to agent empowerment as well as the satisfaction of your customers
+ The benefits of hiring remote agents to your workforce

Lizzie Resnick, Customer Care DIrector at SmartPak

Lizzie Resnick

Customer Care DIrector
SmartPak

14:00 - 14:05 Transition Time (5 minutes)

Process Track

14:05 - 14:35 When Growth Is Inevitable: Scale Your Contact Center with Efficiency and Urgency
+ Tactics to establish and scale the growth of your contact center
+ How to monitor and measure success with flexibility and continuous adjustments as you grow
+ Why language fluency is an important aspect of your contact center as you scale

Joachim Rogers, Senior Director Customer Care at Coca-Cola Consolidated, Inc.

Joachim Rogers

Senior Director Customer Care
Coca-Cola Consolidated, Inc.

CCW University

14:05 - 14:35 Thrive Together or Fail Together: Tales of Agent Care and Customer Care Success
+· Foster a culture of agent empowerment through trust and risk
+ Find opportunities for reward and incentives with agent collaboration
+ View customer care as a profit center, not a cost center
Micah Citti, Customer Service Operations Manager at ESPN

Micah Citti

Customer Service Operations Manager
ESPN

14:35 - 14:40 Transition Time (5 minutes)

Process Track

14:40 - 15:10 Customer Intent: CX Design for Individuals, Not For Your Average Customer
+ What it means to create and deliver value for the consumer now and in the future
+ Understand your organization’s approach when thinking about “membership”
+  Navigate legal and operational challenges with loyalty programs

Larry Rodgers, Senior Director, Retail Concepts at Nike

Larry Rodgers

Senior Director, Retail Concepts
Nike

CCW University

14:40 - 15:10 Create Customer Advocates Who Surprise & Delight
+ Find and recognize the right talent to hire in times of rapid growth
+ Operate to align agent KPI’s with business goals and customer satisfaction
+ Focus agents to listen, empathize and advocate for the customer for smooth sailing (and hit benchmark goals)
Meredith Molloy, Customer Success at Delegate

Meredith Molloy

Customer Success
Delegate

IDGs (B)
1:30 PM - 2:00 PM | 2:05 PM - 2:35 PM | 2:40 PM - 3:10 PM

Interactive Discussion Groups


13:30 - 15:10 (Click for More Info)

Reference the back of your badge for complete information on your pre-registered Interactive Discussion Groups (IDGs). If you do not see any listed, please visit the registration desk to register for IDGs based on availability.

Interactive Discussion Group Topics:
  • Chatbots
  • Omnichannel
  • Remote Agents
  • CX Automation
  • CX Security & Fraud
  • Personalization
  • Customer Loyalty
  • Proactive Engagement

15:10 - 16:30 NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour (Click for Activities Detail)

We’re starting happy hour early! Visit our solution providers, make some new connections and grab a pick-me-up drink prior to our last main stage keynote.

16:30 - 17:00 PANEL DISCUSSION: Don't Let the Fourth Industrial Revolution Pass You By: Transforming Customer Experience in a B2B2C World

Customer expectations continue to rise. Customer service organizations must respond by empowering every employee with the skills and tools of the future, engaging customers across every channel, and elevating the role customer service plays in creating opportunity and driving growth. Learn how you can leverage technology to deliver service across digital channels, scale with AI, evolve self-service, and connect every part of your business, to differentiate your brand.


Utibe Bassey, AVP, Customer Experience Transformation at MetLife

Utibe Bassey

AVP, Customer Experience Transformation
MetLife

Karen Ratigan, Sales Director, Mass Markets at Verizon Business Group

Karen Ratigan

Sales Director, Mass Markets
Verizon Business Group

Mark Bloom, Sr. Director, Strategy and Operations - The Service Cloud at Salesforce

Mark Bloom

Sr. Director, Strategy and Operations - The Service Cloud
Salesforce

17:00 - 19:00 20th Anniversary Cocktail Reception

We’re celebrating 20 years of CCW and groundbreaking industry growth and innovation! Join us for our 20th anniversay celebration in the Expo Hall and enjoy cocktails, hors d’oeuvres and
networking.