See you in 2020!

September 21-24, 2020 | Austin, TX

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

7:00 - 8:00 Check-In

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

Theresa Pasinosky - Marketing Director, Verizon
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.


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Theresa Pasinosky

Marketing Director
Verizon

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Mario Matulich

Executive Director
Customer Contact Week

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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

Lynelle McKay - Chief Customer Officer, Girl Scouts of 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

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Lynelle McKay

Chief Customer Officer
Girl Scouts of USA

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

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


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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
Dawn Bradney - VP Customer Support, Audit & Process Improvement, McKesson
Crystal Valesquez - Business Data Analyst, McKesson
­­­+ 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

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Dawn Bradney

VP Customer Support, Audit & Process Improvement
McKesson

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Crystal Valesquez

Business Data Analyst
McKesson

Technology Track

10:45 - 10:50 Host Opening Remarks
Neil Hooper - Senior Marketing Manager, Customer Marketing, Poly


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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
Maya Lundhagen - VP, Customer Operations & Experience, DonorsChoose.org
Kristina Sproat - Senior Director, Customer Operations & Experience, DonorsChoose.org
+ 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

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Maya Lundhagen

VP, Customer Operations & Experience
DonorsChoose.org

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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)
Becky Ploeger - Former VP Sales and Service Strategy, USAA
John Pompei - Head of Customer Care Operations, Electronic Arts (EA)
A closed door discussion for expert benchmarking,learning, and networking.
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Becky Ploeger

Former VP Sales and Service Strategy
USAA

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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
Dhruba Roy Chowdhury - Head of Support Operation, APAC, Uber
+ 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

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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
Rob Solfest - Customer Experience Analytics Manager, Sleep Number
+ 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

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

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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
Kelley Kurtzman - VP Global Consumer Sales & Services, Verizon
+ 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
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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, Poly


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Neil Hooper

Senior Marketing Manager, Customer Marketing
Poly

People Track

13:30 - 14:00 Create an Award-Winning Employee Experience with Design Thinking
Alex Bentley - Practice Lead, Offerings, IBM HR, IBM
Claire McCloskey - Project Lead, UX Software Designer, IBM
+ 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

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Alex Bentley

Practice Lead, Offerings, IBM HR
IBM

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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
Luke Hagstrand - VP, CX Personalization, Comcast Cable
+ 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
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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
Stacey Haynes - Senior Manager, Customer Care, Fossil
+ 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
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Stacey Haynes

Senior Manager, Customer Care
Fossil

Process Track

14:05 - 14:35 Service Design Challenges and Opportunities in CX
Ryan Vojir - UX and Service Design Director, ---
+ 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

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Ryan Vojir

UX and Service Design Director
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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
Kelley Kurtzman - VP Global Consumer Sales & Services, Verizon
+ 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
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Kelley Kurtzman

VP Global Consumer Sales & Services
Verizon

Process Track

14:40 - 15:10 Unskippable: How To Purposely Attract Lifetime Customers
Jim Kukral - Author, Unskippable, CCW Influencer
+ 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

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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)

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

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Dhruba Roy Chowdhury

Head of Support Operation, APAC
Uber

16:15 - 16:15 Main Conference Concludes