See you in 2020!

September 21-24, 2020 | Austin, TX

Expert Insights

Expert Insights: Dhruba Roy Chowdhury - Head of Support Operations, APAC-Community Operations at Uber

Expert Insights: Dhruba Roy Chowdhury - Head of Support Operations, APAC-Community Operations at Uber

Dhruba Roy Chowdhury is the Head of Support Operations, APAC-Community Operations at Uber. He brings 12+ years of customer experience, support strategy and program management experience to CCW Austin this year. 

In this Speaker Spotlight feature CCW goes in-depth with Dhruba to understand what end-to-end customer operation means across channels, the fundamentals in creating incentive structures and rewards programs for agent engagement and internal growth and how to lead contact center vendors and internal operations teams to deliver best-in-class service. 

If you would like a copy of the interview sent directly to you, please contact us here.



Expert Insights: Luke Hagstrand - VP, CX Personalization at Comcast

Expert Insights: Luke Hagstrand - VP, CX Personalization at Comcast

In this competitive landscape, organizations know the importance of creating the right personalized experience for their customers.

In this Speaker Spotlight Feature, CCW interviewed Luke Hagstrand, VP, CX Personalization at Comcast, who answered some questions about personalization prior to his session at CCW Austin.

Luke sheds light on the critical building blocks to understanding end-to-end customer experience across various support channels and the major strides Comcast is focusing on to place customers at the center of everything they do to build a brand of love.

If you would like a copy of the interview sent directly to you, please contact us here.



Expert Insights: Pete Collins - SVP, Operations at Travelers Insurance

Expert Insights: Pete Collins - SVP, Operations at Travelers Insurance

Pete Collins is the Senior Vice President of Operations at Travelers Insurance. Pete has experience in leading large sales and customer service call centers/contact centers in diverse industries including BPO, financial services, telecoms, government, and retail. 

In this Speaker interview, CCW goes in-depth with Pete to understand what an omnichannel contact center environment looks like, some of the best practices around creating an omnichannel environment and shedding light on the role and importance technology plays in the experience age. 


If you would like a copy of the interview sent directly to you, please contact us here.