Join us in Nashville!

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

7:00 am - 7:50 am CCWomen Breakfast (RSVP required)

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.

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 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


Customer Journey Think Tank

10:50 am - 12:25 pm How to Create Customer Journey Maps That Aren’t Just For Customers
Lemon Poindexter - Customer Relations Manager, Nashville Electric Power
Angela King - Customer Relations Supervisor, Nashville Electric Power


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Lemon Poindexter

Customer Relations Manager
Nashville Electric Power

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Angela King

Customer Relations Supervisor
Nashville Electric Power

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

CX Automation Think Tank

10:50 am - 12:25 pm How to Find the Balance Between Bots and Humans for Optimized CX

Actionable Analytics Think Tank

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


Customer Loyalty Think Tank

10:50 am - 12:25 pm How Customer Data Can be Used to Drive Personalization

Personalization Think Tank

10:50 am - 12:25 pm How to Create Customer Journey Maps That Aren’t Just For Customers
Kathleen Quinn - Client Program Manager, Asurion
Kendra Harrell - Customer Experience Manager, Asurion


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Kathleen Quinn

Client Program Manager
Asurion

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Kendra Harrell

Customer Experience Manager
Asurion

Empathy Think Tank

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


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 How Spotify, Netflix, and H&M are Taking AI Technology to the Next Level

Kindra Cooper - Writer and Editor, CCW Digital, Customer Management Practice
+How to maximize ROI with your AI Technology and 5 business outcomes you can achieve with AI
+The different types of AI solutions
+What you should consider before deciding on an AI partner
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Kindra Cooper

Writer and Editor, CCW Digital
Customer Management Practice

11:40 am - 12:10 pm Emerging Channels: Exploring Automation Beyond the Live Chatbot

Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
+ Discover different types of automation for your contact center
+ Good automation does not mean replacing human relationships
+ Why automation in the call center is not the endgame
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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

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
Tom Farrell - SVP, Customer Support, Web.com
+ 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
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Tom Farrell

SVP, Customer Support
Web.com

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 Employee First: How to Improve Internal Service Quality through Design
Todd Straka - Lead Customer Experience Designer, Finish Line
+ Employee-first mentality over customer-first mentality
+ Build consistent messages throughout the organization for seamless customer interactions
+ Design an effortless and seamless experience  for contact center employees to improve workflow
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Todd Straka

Lead Customer Experience Designer
Finish Line

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 PAVILION

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

CCW DIGITAL PAVILION

1:25 pm - 1:55 pm 5 Urgent CX Trends and How They Connect to Contact Center Routing
Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
+ Why your existing routing is hurting your customer and agent experiences
+ 7 signs of an intelligent approach to routing
+ Steps to prepare your agents and self-service tools for a new routing strategy
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

+ Call center metrics beyond the traditional methods
+ The secret behind Johnston & Murphy's 90% retention rate 
+ Creating an environment conducive to employee engagement to meet personal paradigms
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Leigh Roach

Customer Service Manager
Johnston & Murphy

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Taylor Hill

Senior Team Lead, QA/Training
Johnston & Murphy

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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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Brett Guenther

Team Lead, Customer Experience
Johnston & Murphy

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 CCW 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