Day Four - Workforce

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.

Colleen Beers

President, North America and Europe


Kelley Kurtzman

VP, Global Consumer Sales & Service Centers

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

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

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

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 

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

#9 - Customer Journey Think Tank

10:50 am - 12:25 pm How to Create Journey Maps That Aren’t For Customers

#10 - Social CX Think Tank

10:50 am - 12:25 pm How to Create Engaging Experiences and Respond Instantly on Social Media

#11 - CX Automation Think Tank

10:50 am - 12:25 pm How to Transform Agent Engagement with the Help of AI

#12 - Actionable Analytics Think Tank

10:50 am - 12:25 pm How to Transform Customer Data into Meaningful Decisions
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

#13 - Customer Loyalty Think Tank

10:50 am - 12:25 pm How to Leverage Analytics to Improve Agent Effectiveness and Customer Relationship

#14 - Personalization Think Tank

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

Kelley Kurtzman

VP, Global Consumer Sales & Service Centers

#15 - Empathy Think Tank

10:50 am - 12:25 pm How to Leverage Design Thinking Principles for a Human Centered CX

#16 - Authentication Think Tank

10:50 am - 12:25 pm How to Implement a Foolproof Caller Authentication Process

CCW Digital Pavilion

10:50 am - 11:20 am CCW DIGITAL THEATER: Fireside Chat with Kevin Rath from Warby Parker

11:40 am - 12:25 pm CCW DIGITAL THEATER: Fireside Chat with the Team at Johnston & Murphy on Creating a Winning Culture, Managing Performance Improvement and Interviewing for Culture

+ 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

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

Meet, Greet and Book Signing
Dan Gingiss
Winning at Social Customer Care



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


1:25 pm - 1:55 pm Match Made in Heaven: How to Find Your BPO Soulmate
+ 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


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


1:25 pm - 1:55 pm Gig Economy 101: What Is It and What Does it Mean for Your CX
+ 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


2:00 pm - 2:30 pm Use Data to Discover New Ways to Service Your Customers
+ 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


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


1:25 pm - 1:55 pm Fireside Chat with Chanell Branch: What CX Looks Like Through the Eyes of Your Patients and Employees


2:00 pm - 2:30 pm How A Remarkable Customer Experience Can Be Your Best Marketing Too
+ 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


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


1:25 pm - 2:30 pm CCW Executive Roundtable (Invitation Only)
Brad Nichols - Global Customer Service Leader, Dun & Bradstreet
Paul Turner - Former VP, Coaching Operations, WebMD
A closed door discussion for expert benchmarking, learning and networking. 

Brad Nichols

Global Customer Service Leader
Dun & Bradstreet


Paul Turner

Former VP, Coaching Operations

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, 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

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

Join Jerry after the conclusion of his keynote for some Ben & Jerry's Ice Cream!

4:15 pm - 4:15 pm Conference Concludes