Day Three: Main Conference And Expo: Wednesday, September 18, 2019

7:00 - 8:00 Check-In

7:00 - 7:50 CCWomen Breakfast (RSVP Required)

CCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. Together, we raise the profile of women in customer contact, pursuing success together, developing new skills, and learning the value and power of our community. Join fellow women in customer contact to connect and network.


Theresa Pasinosky, Marketing Director at Verizon

Theresa Pasinosky

Marketing Director
Verizon

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

8:20 - 8:50 Serve with Purpose: What Customer Care Looks Like for the Girl Scouts of the USA

 
There are over 2 million members of the Girl Scouts of the USA, and Lynelle serves every single member. Lynelle’s understanding of her stakeholders has never been more crucial in the experience age. To understand each and every member, she relies heavily on data to make the necessary changes to the member experience.  In order to capture all the data for a seamless experience, she’s implemented various systems and toolsets for each member.
 
+ Lead and scale sustainable growth strategies for a rapidly growing membership base through Design Thinking and Service Design
+ Capture representation of a huge customer base and recognize shifts in trends
+ Look beyond the analytics by iterating and designing digital and physical experiences for continuous improvement
+ Source the right technology to engage all stakeholders and provide effortless accessibility to tools and resources

Lynelle McKay, Chief Customer Officer at Girl Scouts of USA

Lynelle McKay

Chief Customer Officer
Girl Scouts of USA

8:50 - 9:20 Emotional Quotient: What Sticks in the Minds of Customers?

Julio serves as the SVP of CX at Dallas Fort Worth International Airport (DFW), a busy hub where an average of 69 million passengers flies in an out of the airport annually. With Julio’s extensive experience in the hospitality industry he provides strategic leadership to elevate DFW as a global airport innovator in CX. He has an incredibly big responsibility to ensure that each and every passenger has a seamless and effortless experience through every step of their journey. However, to successfully achieve this goal, he focuses on examining systems to reinforce a customer-centric culture and aligning operating realities of service within the Airports five terminals.

In Julio’s keynote, he will provide insight on best practices around proactive customer engagement, how to deliver CX that resonates with your customers and answer the question we all want to know, “What stick’s 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

9:20 - 10:45 NETWORKING BREAK IN THE EXPO HALL: "Meet the Customer" Program (Click for Activities Detail)

"Meet the Customer" Program
Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

TIME BLOCK C
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 (C)

Process Track

10:45 - 10:50 Host Opening Remarks

Process Track

10:50 - 11:20 How to Balance Investment in the Right Areas to Maximize Quality Assurance Processes
­­­+ Why Quality Assurance is a dynamic process including implementation and continuous improvement
+ Emphasize why Quality Assurance is not a catch-all
+  How to balance in investing the right people  and adjust their understanding of customer empathy

Dawn Bradney, VP Customer Support, Audit & Process Improvement at McKesson

Dawn Bradney

VP Customer Support, Audit & Process Improvement
McKesson

Crystal Valesquez, Business Data Analyst at McKesson

Crystal Valesquez

Business Data Analyst
McKesson

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 Make Your Own Rules: Think Outside the Box for an Effortless Customer Experience
+ Build a customer experience team around what's special about your organization
+ Balance proactive wants with reactive needs to establish trust with customers
+ Use automation smartly to maximize the human touch

Maya Lundhagen, VP, Customer Operations & Experience at DonorsChoose.org

Maya Lundhagen

VP, Customer Operations & Experience
DonorsChoose.org

Kristina Sproat, Senior Director, Customer Operations & Experience at DonorsChoose.org

Kristina Sproat

Senior Director, Customer Operations & Experience
DonorsChoose.org

CCW Executive Roundtables

10:50 - 12:30 Strategic Benchmarking for Executives in Customer Contact (Invitation Only)
A closed door discussion for expert benchmarking,learning, and networking.
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)

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

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

11:25 - 11:55 How to Move the Needle on Key Metrics with Your BPO Provider
+ Strategize your BPO needs with Uber’s “3 Pillars”
+ Identify areas to support and scale for compliance and efficiency metrics
+ Cope with explosive growth and how to scale accordingly

Dhruba Roy Chowdhury, Head of Support Operation, APAC at Uber

Dhruba Roy Chowdhury

Head of Support Operation, APAC
Uber

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

11:25 - 11:55 Leverage Insightful CX Metrics to Reduce Customer Effort & Improve System Efficiencies
+ Focus on measures of effortless experience and identify opportunities to reduce contact and effort that a customer might face
+ Influence organizational priorities by highlighting areas of high customer effort
+ Choose right technologies that enable mature and scalable analytical growth with the organization

Rob Solfest, Customer Experience Analytics Manager at Sleep Number

Rob Solfest

Customer Experience Analytics Manager
Sleep Number

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

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

12:00 - 12:30 Service Design and CX: A Journey-Based View in the Intersection of Product Delivery and Customer Needs
+ Use Service Design to create integrated customer experiences and enable rapid, continuous innovation
+ Work from a compelling mission and develop tools to ensure teams are constantly aligned
+ Define a process that leverages insights, the strengths of your internal collaborators, and your delivery touchpoints
+ Stay curious about your customer's changing needs

Aransas Savas, Senior Director of Service Design and Studio Experience at WW (formerly Weight Watchers International)

Aransas Savas

Senior Director of Service Design and Studio Experience
WW (formerly Weight Watchers International)

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

12:00 - 12:30 Creating Effortless Experiences through Holistic Digital Transformation
+ Focus on high frequency, low value moments
+ Collaborate with agents to pilot new initiatives
+ Isolate points of effort to streamline with machine learning, robotics, and AI
Kelley Kurtzman, VP Global Consumer Sales & Services at Verizon

Kelley Kurtzman

VP Global Consumer Sales & Services
Verizon

IDGs (C)
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 Details)

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:
  • Customer Journey Mapping
  • Actionable Analytics
  • Intelligent Routing
  • Voice of the Customer
  • Design Thinking for CX
  • Agent Performance
  • Learning & Development
  • Self Service

12:30 - 14:25 NETWORKING LUNCH IN THE EXPO HALL

TIME BLOCK D
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 (D)

People 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

People Track

13:30 - 14:00 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

Process Track

13:25 - 13:30 Host Opening Remarks

Process Track

13:30 - 14:00 Build a Brand of Love Through Personalization and Consumer Privacy
+ How CX data, obstacles and behaviors challenge Comcast’s “Scale to One” personalization model
+ Balance consumer privacy to build, earn and keep trust
+ More Channels ≠ More Risks: How to scale and maintain safety and security through more channels
Luke Hagstrand, VP, CX Personalization at Comcast Cable

Luke Hagstrand

VP, CX Personalization
Comcast Cable

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

People Track

14:05 - 14:35 Support and Train Offshore Agents: How-To Navigate Cultural and Language Barriers
+ Leverage CX stories to teach customer empathy to offshore vendors
+ Set guidelines, workshops and exercises for agents through hands-on product training
+ Aggregate customer insight with agents to build an internal knowledge base
Stacey Haynes, Senior Manager, Customer Care at Fossil

Stacey Haynes

Senior Manager, Customer Care
Fossil

Process Track

14:05 - 14:35 Service Design Challenges and Opportunities in CX
+ Building alliances, particularly between UX Design and Customer Support
+ Fight the good fight by flagging poor experiences and operations in a positive constructive way
+ Small wins proving out possibilities and ROI via Key Performance Indicators

Ryan Vojir, UX and Service Design Director at ---

Ryan Vojir

UX and Service Design Director
---

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

People Track

14:40 - 15:10 3 Things To Focus In Your Contact Center: People, Development and Transformation
+ Best practices on how to engage your employees and why this is crucial to the success of your organization
+ Employee first mentality instead of customer first mentality
+ Collaborate with contact center employees to improve workflow
Kelley Kurtzman, VP Global Consumer Sales & Services at Verizon

Kelley Kurtzman

VP Global Consumer Sales & Services
Verizon

Process Track

14:40 - 15:10 Unskippable: How To Purposely Attract Lifetime Customers
+ How today’s "belief driven buyers" want you to care and lead a movement for change
+ A new approach for marketing and branding efforts
+ Understand current future buyers to purposely attract lifetime customers

Jim Kukral, Author, Unskippable at CCW Influencer

Jim Kukral

Author, Unskippable
CCW Influencer



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:
  • Customer Journey Mapping
  • Actionable Analytics
  • Intelligent Routing
  • Voice of the Customer
  • Design Thinking for CX
  • Agent Performance
  • Learning & Development
  • Self Service

15:10 - 15:30 FINAL NETWORKING BREAK IN THE EXPO HALL (Click for More Info)

Meet, Greet. and Book Signing by Jim Kukral
Jim Kukral, Author, Unskippable at CCW Influencer

Jim Kukral

Author, Unskippable
CCW Influencer

15:30 - 15:45 CCW Prize Drawing

Complete your demo drive or "Meet the Customer" card and drop it off at the CCW Digital Lounge by 2:00 PM. This is your chance to win big and take home some amazing prizes!

15:45 - 16:15 Closing Keynote: Uber’s Transition: From a Transaction-Based Company to a Relationship Building Company


Dhruba Roy Chowdhury, Head of Support Operation, APAC at Uber

Dhruba Roy Chowdhury

Head of Support Operation, APAC
Uber

16:15 - 16:15 Main Conference Concludes