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January 28 - 31, 2020 | JW Marriott, Nashville

Day Four - Main Conference & Expo: Friday, January 31st, 2020

Download the Full Agenda

7:00 am - 8:00 am Check-In

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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Colleen Beers

President, North America and Europe
Alorica

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Alison Lichtenstein

Head of Customer Experience Design
Dow Jones

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Michael DeJager

Senior Analyst, Customer Management; Head of Product Development
Customer Management Practice

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Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

8:20 am - 9:20 am CCW INFLUENCER KEYNOTE: Customer-Centric Culture: Good for Employees, Good for Business

Annette Franz - Founder and CEO, CX Journey
Customer-centricity doesn’t happen on its own. It begins with an organizational mindset shift, behavior shift, and culture shift. There must be a deliberately-designed culture – one with core values and behaviors that are in support of a customer-driven organization, and one in which employees are hand-selected because they are the right fit for such a culture.

But it doesn’t stop there. A customer-centric culture really means that you focus on employees first so that they can serve customers the way that customers deserve and desire to be served.

In order to truly establish a foothold in – and to then propel – your customer experience transformation, one of the most important things that businesses must have in place is a happy and engaged workforce that is well cared for by business leaders at all levels. In other words, employees and the employee experience must be the first priority of the business.

In this keynote, you’ll learn:
+ Three ways to become a customer-centric organization
+ What employee experience really is (according to your employees)
+ How to provide a clear line of sight from employees to customers
+ Why employee experience is good for business
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Annette Franz

Founder and CEO
CX Journey

8:50 am - 9:20 am HOLISTIC DIGITAL TRANSFORMATION KEYNOTE: 4 Priorities to Create Effortless Experiences Through Holistic Digital Transformation

Kelley Kurtzman - VP, Global Consumer Sales & Service Centers, Verizon
Reduce Effort. Go Digital. Leverage AI. Empower Agents.
These are four urgent priorities for today’s organizations. But when tackling these topics, many organizations do not think about the synergy between the four. They may seem like independent concepts, but combined, it culminates in the pursuit of a better customer experience. At Verizon, Kelley focuses on aligning these priorities by focusing on high frequency and low value moments, collaborating with agents to pilot new initiatives and isolate points of effort to streamline the experience with machine learning, robotics and AI.  

In this transformation keynote, join Kelley as she explores these concepts in detail:
+ View end-to-end customer journeys through the lens of the customer
+ Leverage machine learning, robotics and AI to inform employees of customer intent
+ How to collaborate with and engage employees through digital transformation
+Train employees with technical and problem solving capabilities to close skill gaps 
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Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

9:20 am - 10:45 am NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program

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

Meet the Customer Program

Meet, Greet. and Book Signings
Annette Franz
Customer Understanding

CCW Think Tanks
Re-Engineered Small Group Learning
In 2020, we’re introducing CCW Think Tanks. Think Tanks are designed for longer group discussions and solutions-driven conversations. Each session is structured around a practical “How-To” project allowing for structured and directed conversations. Attendees have the opportunity to join 2 Think Tanks and leave each session with actionable key takeaways and resources provided by industry experts, peers and solution providers. Think Tanks take place in private rooms with a capped number of attendees. 

Round 1: 10:50 AM - 11:35 AM | Round 2: 11:40 AM - 12:25 PM

Think Tank Topics




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Lemon Poindexter

Customer Relations Manager
Nashville Electric Power

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Angela King

Customer Relations Supervisor
Nashville Electric Power

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Erik Ashby

Director of Product
Helpshift

#10 - Social CX Think Tank

10:50 am - 12:25 pm How to Create Engaging Experiences and Respond Instantly on Social Media
Dan Gingiss - Author, Winning at Social Customer Care, CCW Influencer
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Dan Gingiss

Author, Winning at Social Customer Care
CCW Influencer

#11 - CX Automation Think Tank

10:50 am - 12:25 pm How to Transform Agent Engagement with the Help of AI
JD Geiger - Technology Sales Executive, Cresta
Kim Barna - Director of Sales and Service, Verizon


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JD Geiger

Technology Sales Executive
Cresta

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Kim Barna

Director of Sales and Service
Verizon

#12 - Actionable Analytics Think Tank

10:50 am - 12:25 pm How to Transform Customer Data into Meaningful Decisions
Paul Ignasinski - SVP, Digital, TTEC
Alyson Gasper - Senior Manager Business Operations, Verizon
STOP Admiring the Problem – and START Driving Real Value with Analytics
 
Your customer journeys – from your online experience to your customer care operations – are awash with data and valuable information about customer experiences, employee performance, and internal operations is likely hidden in plain sight. While most leaders understand the need to turn this data into actionable insight, actually doing it remains a challenge. Join us to discuss ways to be pragmatic about the use of analytics to focus on the right areas and drive measurable impact for both customers and your business.
 
Key takeaways:
 
-          Where to prioritize analytical efforts
-          Integrating data from many sources to create a holistic picture
-          Overcoming common barriers to success in the use of analytics
-          Best practices to reduce costs and drive revenue


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Paul Ignasinski

SVP, Digital
TTEC

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Alyson Gasper

Senior Manager Business Operations
Verizon

#13 - Customer Loyalty Think Tank

10:50 am - 12:25 pm How to Transition from a Transaction-Based to Relationship-Based Customer Engagement
Brett Frazer - Head of Customer Service, Sun Basket
Mandeep Kwatra - VP, Digital Transformation Business Development, Team HGS


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Brett Frazer

Head of Customer Service
Sun Basket

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Mandeep Kwatra

VP, Digital Transformation Business Development
Team HGS

#14 - Personalization Think Tank

10:50 am - 12:25 pm How Customer Data Can be Used to Drive Personalization
Paul Andersen - Solutions Consultant Manager, Kustomer
Kelley Kurtzman - VP, Global Consumer Sales & Service Centers, Verizon


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Paul Andersen

Solutions Consultant Manager
Kustomer

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Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

#15 - Empathy Think Tank

10:50 am - 12:25 pm How to Leverage Design Thinking Principles for a Human Centered CX
Eric Mulvin - Co-Founder, Pac Biz
Karen Cepeda - Sr. Manager Contact Center Operations, SmashTech
Ashley Wells - Customer Solutions Specialist, SmashTech


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Eric Mulvin

Co-Founder
Pac Biz

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Karen Cepeda

Sr. Manager Contact Center Operations
SmashTech

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Ashley Wells

Customer Solutions Specialist
SmashTech

#16 - Authentication Think Tank

10:50 am - 12:25 pm How to Implement a Foolproof Caller Authentication Process
Jon Golder - Director, Information Security and Fraud Governance, Discover Financial Services
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Jon Golder

Director, Information Security and Fraud Governance
Discover Financial Services

CCW Digital Pavilion


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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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Kevin Rath

Director of Customer Experience
Warby Parker

+ How to compete with other employers when the unemployment rate is so favorable
+ Provide needs and eliminate obstacles to yield the most successful team possible
+ Change the way the "standard”  interview looks and how to take charge of hiring solid talent
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Matt Wujciak

Research Analyst, CCW Digital Staff Writer
Customer Management Practice

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Leigh Roach

Customer Service Manager
Johnston & Murphy

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Brett Guenther

Team Lead, Customer Experience
Johnston & Murphy

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Taylor Hill

Senior Team Lead, QA/Training
Johnston & Murphy

12:30 pm - 1:15 pm Networking Lunch and Meet, Greet and Book Signing in the Expo Hall

Dan Gingiss - Author, Winning at Social Customer Care, CCW Influencer
Meet, Greet and Book Signing
Dan Gingiss
Winning at Social Customer Care
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Dan Gingiss

Author, Winning at Social Customer Care
CCW Influencer

Tracks

CONTACT CENTER OPERATIONS

1:20 pm - 1:25 pm Track Opening Remarks

CONTACT CENTER OPERATIONS

1:25 pm - 1:55 pm The Evolution of Support in the Contact Center
+ Provide customers with service when they want and how they want via omnichannel technology
+ Why BPO’s are a source for innovation in your contact center
+ What the future of support will look like

CONTACT CENTER OPERATIONS

2:00 pm - 2:30 pm Match Made in Heaven: How to Find Your BPO Soulmate
Nicholas MacDonald - Customer Service Team Leader, Machias Savings Bank
+ Interview third-party vendors like you interview for personnel
+ References matter to build true relationships between your agents and your vendor
+ Collaborate with your vendor to Identify areas of continuous improvement and agile processes
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Nicholas MacDonald

Customer Service Team Leader
Machias Savings Bank

CX AND DESIGN

1:20 pm - 1:25 pm Track Opening Remarks

CX AND DESIGN

1:25 pm - 1:55 pm Gig Economy 101: What Is It and What Does it Mean for Your CX
Brett Frazer - Head of Customer Service, Sun Basket
+ The shift in employment from long-term to project-based
+ How your customers can help other customers based on brand affinity
+ How the gig economy is shaping careers of the future
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Brett Frazer

Head of Customer Service
Sun Basket

CX AND DESIGN

2:00 pm - 2:30 pm Use Data to Discover New Ways to Service Your Customers
Susanna Hadley - Sr. Program Manager, Customer Experience Strategy, T-Mobile
+ Analyze and re-iterate processes to create experiences that resonate with your customers
+ Build a team of experts to embody accountability and trust with your customers
+ Invest into your “cost center” to improve your metrics and change your overall philosophy
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Susanna Hadley

Sr. Program Manager, Customer Experience Strategy
T-Mobile

CCW DIGITAL THEATER

1:20 pm - 1:25 pm Track Opening Remarks

CCW DIGITAL THEATER

1:25 pm - 1:55 pm Fireside Chat with Chanell Branch: What CX Looks Like Through the Eyes of Your Patients and Employees
Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
Chanell Branch - VP, Patient Access, Vanderbilt University Medical Center

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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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Chanell Branch

VP, Patient Access
Vanderbilt University Medical Center

CCW DIGITAL THEATER

2:00 pm - 2:30 pm How A Remarkable Customer Experience Can Be Your Best Marketing Too
Dan Gingiss - Author, Winning at Social Customer Care, CCW Influencer
+ Identify customer experiences that are most likely to be shared on social media
+ Learn a simple framework for evaluating experiences
+ Be inspired to improve your own company's experience with simple, inexpensive changes
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Dan Gingiss

Author, Winning at Social Customer Care
CCW Influencer


CCW EXECUTIVE ROUNDTABLE

1:20 pm - 1:25 pm Track Opening Remarks
A closed door discussion for expert benchmarking, learning and networking. 
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Michael DeJager

Senior Analyst, Customer Management; Head of Product Development
Customer Management Practice

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Brad Nichols

Global Customer Service Leader
Dun & Bradstreet

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Paul Turner

Vice President Coaching Operations
WebMD 

2:35 pm - 2:45 pm Final Networking Break and Expo Hall Closes

The final networking break is a chance for you to win big and take even more back from Nashville than you gambled for! Make sure to complete your demo drive card, drop it off at the CCW Digital Lounge by 2:00 PM. Prize drawings will begin at 2:45 PM in the General Session room.

2:45 pm - 3:00 pm Prize Drawing

3:00 pm - 3:45 pm CCW CLOSING KEYNOTE: The Keys to Customer and Employee Loyalty with Jerry Greenfield

Jerry Greenfield - Co-Founder, Ben & Jerry's Homemade, Inc.
Jerry Greenfield, the other half of Ben and Jerry’s Homemade Inc, is one of the most talked-about and least conventional success stories in American business. After taking a $5 Penn State correspondence course in ice cream making, Ben and Jerry opened their first Ben & Jerry’s Homemade ice cream parlor in Burlington, VT a year later.

In this closing keynote, Jerry will deliver an inspiring tribute to America’s entrepreneurial spirit, full of anecdotes and radical business philosophies. He will address how to build and drive a mission-driven brand that drive intense customer and employee loyalty.  

Jerry will share:
+ The promise and importance of “values-led” business to drive loyalty
+ How to harness the power of social responsibility and creative management to build an empire
+ The importance of a fun and community-oriented approach to business+ Surviving amongst fierce competition
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Jerry Greenfield

Co-Founder
Ben & Jerry's Homemade, Inc.

3:45 pm - 4:15 pm Ice Cream Social with Jerry

Jerry Greenfield - Co-Founder, Ben & Jerry's Homemade, Inc.
Join Jerry after the conclusion of his keynote for some Ben & Jerry's Ice Cream!
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Jerry Greenfield

Co-Founder
Ben & Jerry's Homemade, Inc.

4:15 pm - 4:15 pm Conference Concludes