Sandy Ko

Senior Analyst, Customer Contact & Conference Director Customer Contact Week

Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Monday, September 16th, 2019

8:15 Reflecting on 2019 Customer Contact Trends + Outbound & Proactive Engagement

CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s 2019 Key Findings report.

Outbound & Proactive Engagement

This may be the era of customer centricity, but it is most certainly not an era of successful customer engagement. Customers remain underwhelmed with the experiences they are receiving. They continue to encounter long wait times, frustrating transfers, disengaged agents, unproductive conversations, poor digital experiences and generally unempathetic businesses. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their experience transforming their  customer experience strategy and then dives into an interactive proactive engagement activity for immersion in the process.

Leverage Social Media for Customer Intelligence and Employee Empowerment

Explore case studies in situations where proactive engagement could be an effective strategy for improved customer contact. Individual round tables with strategize and present their findings to the greater group. Leave with takeaways to think more critically about your current engagement strategy and how a more proactive approach could take your operations to the next level.

17:00 New Attendee Orientation

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.

Check out the incredible speaker line-up to see who will be joining Sandy.

Download The Latest Agenda