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

7:00 am - 8:00 am Check-in

Becky Ploeger, VP Sales and Service Strategy at USAA

Becky Ploeger

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

8:20 am - 8:50 am 20th Anniversary Headliner

Stay tuned for more information on our 20th Anniversary Headliner Keynote!

8:50 am - 9:20 am 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 am - 10:45 am NETWORKING BREAK IN THE EXPO HALL

Demo Drive
Meet, Greet and Book Signings
CCW Digital Podcast Studio Interviews
Brilliance Clinics

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: For Culture, Workforce and Human Resource Leaders

10:45 am - 10:50 am People Track: Host Opening Remarks

People Track: For Culture, Workforce and Human Resource Leaders

10:50 am - 11:20 am 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: For Technology and Automation Strategy and Acquisition Leaders

10:45 am - 10:50 am Technology Track: Host Opening Remarks

Technology Track: For Technology and Automation Strategy and Acquisition Leaders

10:50 am - 11:20 am 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



CCWomen: For Women, by Women

10:45 am - 10:50 am CCWomen Track: Host Opening Remarks

CCWomen: For Women, by Women

10:50 am - 11:20 am A How-To Lesson to Find Empowerment Through Self-Care
+ Create an authentic career that aligns with your goals and values
+ Slow down, say no
+ Invest in yourself and other women


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

People Track: For Culture, Workforce and Human Resource Leaders

11:25 am - 11:55 am How To Build a Long & Successful Relationship with Your Customers
+ Communicate and understand how to manage sensitivity about your customers
+ Position your customers as thought leaders to differentiate from competitors
+ Methods to effectively build long and successful relationships with your customers

Vanessa Hannay, Customer Success Director at Muck Rack

Vanessa Hannay

Customer Success Director
Muck Rack

Technology Track: For Technology and Automation Strategy and Acquisition Leaders

11:25 am - 11:55 am Navigate the Buzz Around Social Media and CX
+ Effects of social media on your CX and brand strategy
+ Join forces with your contact center agents to protect your brand
+ Lean into machine learning for accurate measurements to understand customer journeys

CCWomen: For Women, by Women

11:25 am - 11:55 am Navigate Unconscious Bias in the Workplace
+ Leverage differences in the workplace
+ Own leadership roles through authority and engagement
+ Find the balance between likeability and respect

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

People Track: For Culture, Workforce and Human Resource Leaders

12:00 pm - 12:30 pm Create an Award-Winning Employee Experience with Design Thinking
+ Why and how IBM integrates Design Thinking with “People” processes
+ Build tools, guidelines and expectations for consistent employee experience organization-wide through an Experience Handbook
+  Streamline employee communication efforts for a seamless experience

Alex Bentley, Practice Lead, Offerings, IBM HR at IBM

Alex Bentley

Practice Lead, Offerings, IBM HR
IBM

Claire McCloskey, Project Lead, UX Software Designer at IBM

Claire McCloskey

Project Lead, UX Software Designer
IBM

Technology Track: For Technology and Automation Strategy and Acquisition Leaders

12:00 pm - 12:30 pm Reinvest in the New IVR in a Digital World
+ Use Big Data to create a predictive IVR experience
+ Leverage multiple emerging technologies to simplify CX including visual IVR and intent-based on IVR


CCWomen: For Women, by Women

12:00 pm - 12:30 pm Find Balance in Your Professional Development and Your Life
+ Manage challenges when it comes to balancing work life and personal life
+ Pathfind flexible policies and work arrangements at your organization
+ Maintain your leadership track while managing flexible work arrangements

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

Interactive Discussion Groups

+ Find a chatbot that works with the wants and needs of agents and customers
+ Nuances of integration of chatbots with your contact center
+ Gather valuable information about customers
+ A universal experience across all channels offered
+ 360-degree visibility of customers
+ Seamless channel switching without obstacles
+ Find the right talent
+ Train and retain
+ Not a “cost center”
+ Help augment agents, not replace them
+ Create a smarter workforce
+ Strengthen human-to-human engagement
+ Anticipate and deliver what customers really want
+ Empower customers at every touchpoint
+ Knowledge of intent brings value to CX strategy
+ Optimize interaction with customers
+ Leverage customer data to tailor each customer’s experience with your brand
+ Transparency brings strong value exchange
+ Customer lifetime value
+ Positive emotional experiences
+ Perceived value of product/service
+ Agent empowerment through customer intelligence
+ Make predictions based on collected data
+ Find actions that will optimize results

12:30 pm - 1:25 pm Networking Lunch in the Expo Hall

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: For Contact Center Operational Leaders

1:25 pm - 1:30 pm Process Track: Host Opening Remarks

Process Track: For Contact Center Operational Leaders

1:30 pm - 2:00 pm Emotional Quotient: What Sticks in the Minds of Customers?
+ Best practices around proactive customer engagement and what it looks like
+ Address and implement CX from with a data and IoT perspective
+ Why organizations need to look into alternative metrics
+ Work with third parties to ensure your organization’s CX expectations and standards are met
+ Understand how to deliver CX in a meaningful way

Julio Badin, SVP, Customer Experience at Dallas Fort Worth International Airport

Julio Badin

SVP, Customer Experience
Dallas Fort Worth International Airport

Meet the Customer Track: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

1:25 pm - 1:30 pm Meet the Customer Track: Host Opening Remarks

Meet the Customer Track: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

1:30 pm - 2:00 pm Managing a Real-World Cloud Migration Enabling CX Strategies
+  Aging PBXs with limited upgrade options and high on-premises telephony costs are bad enough, add to that a global requirement and supporting Customer Experience strategy and these real world issues can be a headache
+ Hear how challenges were met head on by navigating migration to the cloud with 8x8 and what he enabled to broaden strategic CX options for his organization

CCW University: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

1:25 pm - 1:30 pm CCW University: Host Opening Remarks

CCW University: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

1:30 pm - 2:00 pm 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

2:00 pm - 2:05 pm Transition Time (5 minutes)

Process Track: For Contact Center Operational Leaders

2:05 pm - 2:35 pm 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

Meet the Customer Track: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

2:05 pm - 2:35 pm Leverage Artificial Intelligence, Robotics and IoT in your Customer Engagement Center
+ Leverage emerging technology to enhance customer experience
+ Take a customer-centric approach to product development

CCW University: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

2:05 pm - 2:35 pm Engineer Employee Career Development Opportunities
+ Where to assess and develop current and future culture initiatives
+ Assess and develop framework and training offerings for employees
+ How to build a communication cadence to support culture and business initiatives

2:00 pm - 2:05 pm Transition Time (5 minutes)

Process Track: For Contact Center Operational Leaders

2:40 pm - 3:10 pm 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.

Meet the Customer Track: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

2:40 pm - 3:10 pm Transform Customer Support for its Global Customers
+ Discover roadmaps for customer service transformation
+ Transition from a siloed CRM to a fully connected and automated solution that enables a seamless, end-to-end journey for customers
+ Learn best practices for self-service including knowledge management and personalized portals, as well as how to turn service from a reactive model into a proactive strategy

CCW University: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

2:40 pm - 3:10 pm 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 Experience Manager at The Purple Carrot

Meredith Molloy

Customer Experience Manager
The Purple Carrot

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

Interactive Discussion Groups

+ A universal experience across all channels offered
+ 360-degree visibility of customers
+ Seamless channel switching without obstacles
+ A universal experience across all channels offered
+ 360-degree visibility of customers
+ Seamless channel switching without obstacles
+ Find the right talent
+ Train and retain
+ Not a “cost center” 
+ Help augment agents, not replace them
+ Create a smarter workforce
+ Strengthen human-to-human engagement
+ Anticipate and deliver what customers really want
+ Empower customers at every touchpoint
+ Knowledge of intent brings value to CX strategy
+ Optimize interaction with customers
+ Leverage customer data to tailor each customer’s experience with your brand
+ Transparency brings strong value exchange
+ Customer lifetime value
+ Positive emotional experiences
+ Perceived value of product/service
+ Agent empowerment through customer intelligence
+ Make predictions based on collected data
+ Find actions that will optimize results

3:10 pm - 4:30 pm NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour

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.

4:30 pm - 5:00 pm PANEL DISCUSSION: Optimize the Human Factor in Agent and Customer Engagement

Self-service options driven by chatbots, portals, communities, and knowledge management change the nature of interactions in the customer journey. They place new demands on agents, who now focus on complex or uncommon requests not resolved through self-service. This keynote panel will discuss how to keep customer service real and genuine for improving both agent and customer experience. Topics include:
+ Why digital tools, such as AI, can foster greater empathy and human connection
+ What skills and attributes are important for the productive super-agent
+ How workflow connected teams and automated processes enhance the agent experience

5:00 pm - 7:00 pm 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.