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

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

7:00 am - 7:50 am 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.
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 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 am - 9:20 am CCW INFLUENCER KEYNOTE

Customer emotion has an outsized impact on customer experience, and hassle can be a significant source of negative emotion. By eliminating these frustrations from our customer’s journey,
we open a path for positive emotions to define the customer experience, creating better memories and more loyal customers. This dynamic keynote will reveal a 3-part approach to making
your customer’s experience hassle-free. You will learn to:
+ Understand customer hassle and why it’s more than just effort
+ Identify the hassles your customers face using a variety of sources
+ Eliminate hassles from your journey by focusing on five root causes
+ You will leave this keynote with actionable strategies for creating hassle-free customer experiences that you can put to work in your organization immediately.

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

Meet the Customer Program
CCW Digital Podcast Studio Interviews
Brilliance Clinics
Meet, Greet, and Book Signings

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

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

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

10:50 am - 11:20 am 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: For Leaders Seeking to Implement New Solutions in their Customer Contact Function

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

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

10:50 am - 11:20 am 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 Club: Strategic Benchmarking for Executives in Customer Contact (Invitation Only. For VP-Level and Up)

10:45 am - 10:50 am CCW Executive Club: Host Opening Remarks

CCW Executive Club: Strategic Benchmarking for Executives in Customer Contact (Invitation Only. For VP-Level and Up)

10:50 am - 12:30 pm CCW Executive Roundtable
A closed door discussion for expert benchmarking,learning, and networking.

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

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

11:25 am - 11:55 am 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 am - 11:55 am Optimize Response Time in the Customer’s Channel of Choice with AI
+ Address steps to creation of automation in customers most frequent channels
+ Manage workflow and employee engagement with changes in technology
+ Open doors for real-time self-service

CCW Executive Club: Strategic Benchmarking for Executives in Customer Contact (Invitation Only. For VP-Level and Up)

10:50 am - 12:30 pm CCW Executive Roundtable
A closed door discussion for expert benchmarking,learning, and networking.

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

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

12:00 pm - 12:30 pm Leverage Insightful Metrics that Improves Systems & People’s Lives
+ Focus on measures of effortless experience and identify biggest opportunities to reduce contact and effort that a customer might face
+ Allow customers to see their own data to make better informed CX decisions
+ Choose the right technology not only for efficiency but for data analysis and system integration

Rob Solfest, Customer Experience Analytics Manager at Sleep Number

Rob Solfest

Customer Experience Analytics Manager
Sleep Number

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

12:00 pm - 12:30 pm Providing a Cohesive, Positive Customer Experience through Omnichannel Support
+ Aggregate all relevant customer data across all support channels (chat, phone, web, email, social, SMS) at all times to provide the customer with a seamless, contextual support experience
+ Use customer-agent interactions to generate AI-driven virtual support and self-service channels

CCW Executive Club: Strategic Benchmarking for Executives in Customer Contact (Invitation Only. For VP-Level and Up)

10:50 am - 12:30 pm CCW Executive Roundtable
A closed door discussion for expert benchmarking,learning, and networking.

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

Interactive Discussion Groups

+ Find customer pain points and turn them into measurable goals
+ Understand how product and service fits into your customer’s lives
+ Achieve business goals or create new ones 
+ Collect and unify data from all potential touch points to understand demands and anticipate behavior 
+ Improve agent performance and elevate the customer contact function  
+ Identify the most useful insights and opportunities within the data
+ Improve first call resolution
+ Maximize business efficiency
+ Complement holistic needs of contact center
+ Capture customer expectations and preferences
+ Make informed decisions that align with the needs of customers
+ Beyond the VoC survey


+ What is Design Thinking
+ Methodologies to apply Design Thinking in your contact center and overall CX strategy
+ Human-Centered Design to empathize with customers
+ Agent empowerment
+ Agent retention
+ Key metrics 
+ Continuous personalized improvement for each agent
+ Align personal agent improvement to business goals
+ Agent development must be geared towards the FP3 Experience (Frictionless, Personalized, Predictive and Proactive Experience)

+ Customer empowerment
+ Connected, intelligent, engaging experience
+ Balance between self-service and agent assistance 

12:30 pm - 2:25 pm 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: For Culture, Workforce and Human Resource Leaders

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

People Track: For Culture, Workforce and Human Resource Leaders

1:30 pm - 2:00 pm The Magic Formula: Build Employee Experience with a Purpose
+ Establish your organization purpose collectively to build foundation and culture for your customer facing employees
+ Train part time employees the full time experience
+ Get the right stakeholders to understand the magic: service drives revenue

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 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

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

People Track: For Culture, Workforce and Human Resource Leaders

2:05 pm - 2:35 pm Spend Quality Time with Your Contact Center
+ Employee first mentality instead of customer first mentality
+ Build consistent messages throughout the organization for seamless customer interactions
+ Design an effortless and seamless experience for contact center employees to improve workflow

Todd Straka, Lead Customer Experience Designer at Finish Line

Todd Straka

Lead Customer Experience Designer
Finish Line

Process Track: For Contact Center Operational Leaders

2:05 pm - 2:35 pm 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

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

People Track: For Culture, Workforce and Human Resource Leaders

2:40 pm - 3:10 pm 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

Process Track: For Contact Center Operational Leaders

2:40 pm - 3:10 pm Don’t Chase the Unicorn (Yet): Build Your CX Foundation
+ Understand customer relationship through VOC data to construct CX vision
+ Reevaluate and redefine brand promise to ensure alignment of promised experiences
+ Ascertain a 360-degree holistic view of the organization to locate specific customer pain points and turn them into non-events

Group 13

+ Find customer pain points and turn them into measurable goals
+ Understand how product and service fits into your customer’s lives
+ Achieve business goals or create new ones


+ Collect and unify data from all potential touch points to understand demands and anticipate behavior 
+ Improve agent performance and elevate the customer contact function  
+ Identify the most useful insights and opportunities within the data
+ Improve first call resolution
+ Maximize business efficiency
+ Complement holistic needs of contact center
+ Capture customer expectations and preferences
+ Make informed decisions that align with the needs of customers
+ Beyond the VoC survey

+ What is Design Thinking
+ Methodologies to apply Design Thinking in your contact center and overall CX strategy
+ Human-Centered Design to empathize with customers

+ Agent empowerment
+ Agent retention
+ Key metrics 
+ Continuous personalized improvement for each agent
+ Align personal agent improvement to business goals
+ Agent development must be geared towards the FP3 Experience (Frictionless, Personalized, Predictive and Proactive Experience)
+ Customer empowerment
+ Connected, intelligent, engaging experience
+ Balance between self-service and agent assistance 

3:15 pm - 4:00 pm FINAL NETWORKING BREAK IN THE EXPO HALL: Demo Drive and “Meet the Customer” Program Prize Drawing

The final networking break is a chance for you to win big and take home some amazing prizes! Complete your demo drive card, drop it off at the CCW Digital Lounge by 2:00 PM. Prize drawings will begin at 3:20 PM at the CCW Digital Lounge.

3:45 pm - 4:15 pm METRICS KEYNOTE: RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance

Contact center operations require a humanized approach to drive metrics indicative of truly world-class service. However, we oftentimes focus solely on success metrics, overlooking
the human nature of agent-customer interaction. Jared’s extensive experience in contact center technology forms the foundation of his patented behavioral coaching methodology that
measures the behaviors that enable successful customer interactions. Jared will address:
+ How to stop playing “Whack-A-Metric” with agents and drive successful behaviors
+ Establish the cultural buy-in to leverage coaching as a tool for success
+ Evolve beyond “carrot and stick” to behavior-focused motivations

4:15 pm - 4:15 pm Main Conference Concludes