Live Chat Software
January 2020
Nashville, TN

Day Four - Main Conference & Expo: Friday, 18th January 2019

7:00 am - 7:10 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, SVP at Alorica

Colleen Beers

SVP
Alorica

Megan Burns, Founder & Principal at Experience Enterprises

Megan Burns

Founder & Principal
Experience Enterprises

Mario Matulich, Executive Director at Customer Management Practice

Mario Matulich

Executive Director
Customer Management Practice

Becky Ploeger, VP, Sales & Service Strategy at USAA

Becky Ploeger

VP, Sales & Service Strategy
USAA

John Pompei, Head of Player Experience Operations at Electronic Arts

John Pompei

Head of Player Experience Operations
Electronic Arts

Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types. This panel takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly how they strive to collaborate with those affecting holistic touch points.


Cory Kreeck, Group VP, People Operations at Beachbody

Cory Kreeck

Group VP, People Operations
Beachbody

Heidi Munc, AVP, User Experience at Nationwide

Heidi Munc

AVP, User Experience
Nationwide

Valerie Egen, VP, Global Customer Engagement at Subway

Valerie Egen

VP, Global Customer Engagement
Subway

Dr. Natalie Petouhoff, VP, Customer Service Innovations at Salesforce Service Cloud

Dr. Natalie Petouhoff

VP, Customer Service Innovations
Salesforce Service Cloud

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

"MEET THE CUSTOMER” PROGRAM
The “Meet the Customer” program networking break provides you with a chance to meet customers of solution providers at their respective booths. Even deeper than a demo, hear case studies and anecdotes directly from customers.

CCW DIGITAL LIVE PODCAST INTERVIEWS

BRILLIANCE CLINIC BY:

TIME BLOCK C: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

For Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM). If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).

IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.

TIME BLOCK C: TRACKS

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

10:45 am - 10:50 am Host Opening Remarks


Carl Lane, Head of Sales and Support at Wix.com

Carl Lane

Head of Sales and Support
Wix.com

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

10:50 am - 11:20 am Metrics at the Intersection of Technology & People: How to Drive Measurable Success
  • Measure meaningful metrics as customer experience evolves at the speed of technology
  • Sustain organizational culture with growth
  • Establish a scalable structure to maintain customer success
Chris Hoffman, Head of Customer Care at Helix

Chris Hoffman

Head of Customer Care
Helix

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

11:25 am - 11:55 am Employee Brand Engagement: Employees as Your Most Valuable Customers
  • Market brand messages to employees across channels of their choice
  • Prove you are listening by implementing feedback whenever possible
  • Create brand ambassadors of your employees and recruits
Alexis Smith, Former Head of Employer Brand at Anheuser-Busch

Alexis Smith

Former Head of Employer Brand
Anheuser-Busch

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

12:00 pm - 12:30 pm Next Generation Member Centricity: Activate Members for Self Empowerment
  • Enable digital channels to embrace proactive health over reacting to illness
  • Break down silos to create synergies across all customer facing divisions
  • Leverage contact center technology to personalize customer care
Deb Denure, Associate Director, Sales Learning and Performance at Humana

Deb Denure

Associate Director, Sales Learning and Performance
Humana

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

10:45 am - 10:50 am Host Opening Remarks


Brian LaRoche, Marketing Director at CallMiner

Brian LaRoche

Marketing Director
CallMiner

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

10:50 am - 11:20 am How to Scale Customer Experience Operations
  • How a CoE can help define what is global and what is local
  • When expanding, how do you scale people, process and technology in unison
  • How can you scale without increasing headcount
Lauren Romeo, Director of Customer Experience at Boll & Branch

Lauren Romeo

Director of Customer Experience
Boll & Branch

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

11:25 am - 11:55 am CCW ANALYST CHAT Remote Transformation: How the American Cancer Society Transitioned from Traditional to Virtual
+ The business case for virtual agents
+ Building the strategy and managing the transition from traditional to virtual
+ Benefits of remote, from engagement to an expanded hiring pool
Reid London, Managing Director of Operations at American Cancer Society

Reid London

Managing Director of Operations
American Cancer Society

Brian Cantor, Principal Analyst & Director at CCW Digital

Brian Cantor

Principal Analyst & Director
CCW Digital

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

12:00 pm - 12:30 pm CCW ANALYST CHAT Lessons for the Contact Center from a VP of People Operations
  • + Create a customer-centric culture, in and out of the contact center
  • + Develop personalization in agent management
  • + Best practices in agent engagement
Cory Kreeck, Group VP, People Operations at Beachbody

Cory Kreeck

Group VP, People Operations
Beachbody

Brian Cantor, Principal Analyst & Director at CCW Digital

Brian Cantor

Principal Analyst & Director
CCW Digital

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

10:45 am - 10:50 am Host Opening Remarks


Sedarius Perrotta, Chief Product Evangelist at Shelf

Sedarius Perrotta

Chief Product Evangelist
Shelf

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

10:50 am - 11:20 am Ignite Your CX Career Path into the Boardroom
  • Simple steps to proactively elevate your career
  • Use your CX experience as a catalyst for growth
  • Build alliances, manage your manager and align what you want with what the company needs
Cory Kreeck, Group VP, People Operations at Beachbody

Cory Kreeck

Group VP, People Operations
Beachbody

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

11:25 am - 11:55 am Developing the Next Generation: Postmates’ New Take on Leadership Development
  • PODS leadership development training to achieve SMART goals
  • Utilizing and applying Lominger Competencies to equip your leaders for success
  • Tools and solutions for your agents to handle stressful situations and deliver quality experiences
Donna Drehmann, Director of CX & Training at Postmates

Donna Drehmann

Director of CX & Training
Postmates

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

12:00 pm - 12:30 pm Mastering Change Management: From Spreadsheets to Salesforce
  • Manage technology expectations when shifting to new systems
  • Sell the vision of improved process to employees to foster engagement
  • Provide visibility behind reasons for change to build trust
James Kowalczyk, Senior Director, Patient Admission Services at Fresenius Medical Care

James Kowalczyk

Senior Director, Patient Admission Services
Fresenius Medical Care

TIME BLOCK C: IDGs

Time Slots: 10:50 AM - 11:20 AM | 11:25 AM - 11:55 AM | 12:00 PM - 12:30 PM

CUSTOMER JOURNEY MAPPING

10:50 am - 12:30 pm Best Practices in Journey Mapping Inclusive of All Stakeholders
  • Take a top down approach to journey mapping to expedite understanding
  • Zoom into granular journey layers to draw out actionable insights


Alison Lichtenstein, Director, Customer Experience Design at Dow Jones

Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

Alice Deer, Sr. Experiential Marketing Manager at Genesys

Alice Deer

Sr. Experiential Marketing Manager
Genesys

ACTIONABLE ANALYTICS

10:50 am - 12:30 pm Speech Analytics: Metrics Built to Enhance Individual Agent Performance
  • Identify improvement opportunities down to the agent level
  • Analyze individual performance to provide supervisors visibility in large teams


Dilesh Bansal, Senior Director, Customer Care Strategy & Analysis at ADT

Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

Marvie Wright, Director of Sales/Leadership Training at Qualfon

Marvie Wright

Director of Sales/Leadership Training
Qualfon

INTELLIGENT ROUTING

10:50 am - 11:20 am Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
  • Map the impact of IVR across service functions
  • Create complete customer view with intelligent IVR from help center to desktop


Nirali Amin, Global Solutions Lead at LivePerson

Nirali Amin

Global Solutions Lead
LivePerson

Deb Ori, Customer Care Manager at Subway

Deb Ori

Customer Care Manager
Subway

VOICE OF THE CUSTOMER

10:50 am - 12:30 pm VoC Beyond the Survey
  • Manage nuances of VoC between B2B, B2C, and B2B2C
  • Traverse legality and restrictions in gathering feedback


Casey Macmillan, Trade Customer Support at Whirlpool Corporation

Casey Macmillan

Trade Customer Support
Whirlpool Corporation

Doug Hoffschwelle, SVP & GM at ibex

Doug Hoffschwelle

SVP & GM
ibex

DESIGN THINKING FOR CX

10:50 am - 12:30 pm Using Human Centered Design to Improve Business
  • Teach people to interact with customers at their core
  • Link customer empathy with usability of services
Lori Cobb, Former VP Customer Solutions at Cummins

Lori Cobb

Former VP Customer Solutions
Cummins

AGENT PERFORMANCE

10:50 am - 12:30 pm Empower Agents Through Experience Engineering
  • How can you get agents comfortable with building customer experiences
  • Four-phase training module around experience engineering


Ted Fortezzo, EVP at Nobelbiz

Ted Fortezzo

EVP
Nobelbiz

Mark Killick, VP, Care at Grubhub

Mark Killick

VP, Care
Grubhub

LEARNING & DEVELOPMENT

10:50 am - 12:30 pm How to Train Brand Voice in the Contact Center
  • How to develop agents to be brand ambassadors through every customer interaction
  • How to manage training requirements across a myriad of customer support functions including outsourcing partners


Zoe Meinecke, Director of Services at Lessonly

Zoe Meinecke

Director of Services
Lessonly

Cheryl China, SVP, Director Credit Card Services at Citizens Bank

Cheryl China

SVP, Director Credit Card Services
Citizens Bank

SELF SERVICE

10:50 am - 12:30 pm How to Build and Implement a New Self Service Solution
  • Understand the needs and requirements for a self service technology
  • Partnerships and training required for successful implementation
Lisa E. Griffin, VP Patient Access at Vanderbilt University Medical Center

Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

12:30 pm - 1:25 pm Networking Lunch in the Expo Hall

TIME BLOCK D: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

For Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM). If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).

IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.


TIME BLOCK D: TRACKS

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

1:25 pm - 1:30 pm Host Opening Remarks


Carl Lane, Head of Sales and Support at Wix.com

Carl Lane

Head of Sales and Support
Wix.com

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

1:30 pm - 2:00 pm CX + EX: Designing Customer Experiences to Optimize Employee Efficiency
  • Transform employees into a VOC your voice of the customer engine
  • Seamlessly Integrate feedback from agents into product improvements
  • Manage the transforming customer service roles evolution in today’s experience economy
Nate Brown, Director of Customer Experience at UL

Nate Brown

Director of Customer Experience
UL

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

2:05 pm - 2:35 pm How to Raise the Bar on Agent Retention
  • The secret behind Johnston & Murphy’s 90% retention rate
  • Critical items to keep employees happy
  • How recruitment and onboarding ties forms the retention foundation
Leigh Roach, Customer Service Manager at Johnston & Murphy

Leigh Roach

Customer Service Manager
Johnston & Murphy

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

2:40 pm - 3:10 pm Adding a New Channel: Manage the End-to-End Process of Channel Adoption
  • Streamline customer interactions by adding a new channel
  • Advance customer channels and associated training correlated with updated product offerings
  • Case study of Chamberlain’s adoption of a new chat channel
Vicky Eimer, Manager, CRM Applications & Strategy, Customer Experience at Chamberlain

Vicky Eimer

Manager, CRM Applications & Strategy, Customer Experience
Chamberlain

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

1:25 pm - 1:30 pm Host Opening Remarks


Brian LaRoche, Marketing Director at CallMiner

Brian LaRoche

Marketing Director
CallMiner

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

1:30 pm - 2:00 pm Safety First: How to Integrate “Trust & Safety” into Your Existing Customer Care Model
  • Why trust and safety are crucial to your customer’s experience and brand trust
  • Understand key competencies in which to recruit and set Trust & Safety agents up for success
  • Tactics of development and implementation of a Trust & Safety function
Donna Drehmann, Director of CX & Training at Postmates

Donna Drehmann

Director of CX & Training
Postmates

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

2:05 pm - 2:35 pm The In’s and Out’s of Contact Center and CX Technology Selection
  • Leading and managing value-based partner selection
  • Navigate the complex vendor landscapes with crafted criteria
  • Enable team members to contribute to technology evaluation specific to their architecture
Anil Ravula, Staff VP, Contact Center at Anthem

Anil Ravula

Staff VP, Contact Center
Anthem

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

2:40 pm - 3:10 pm The Customer Success Manager: Focus on CX to Drive Recurring Revenue
  • Narrow feedback loops between product and sales teams
  • Remove siloes across units with consistent VOC collection methods
  • Build a centralized organizational structure for customer success
Kris Crichton, VP Sales and Account Management, at Equifax

Kris Crichton

VP Sales and Account Management,
Equifax

TIME BLOCK D: IDGs

Time Slots: 1:30 PM – 2:00 PM | 2:05 PM – 2:35 PM | 2:40 PM – 3:10 PM

CUSTOMER JOURNEY MAPPING

1:30 pm - 3:10 pm Best Practices in Journey Mapping Inclusive of All Stakeholders
  • Take a top down approach to journey mapping to expedite understanding
  • Zoom into granular journey layers to draw out actionable insights


Alison Lichtenstein, Director, Customer Experience Design at Dow Jones

Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

Alice Deer, Sr. Experiential Marketing Manager at Genesys

Alice Deer

Sr. Experiential Marketing Manager
Genesys

ACTIONABLE ANALYTICS

1:30 pm - 3:10 pm Speech Analytics: Metrics Built to Enhance Individual Agent Performance
  • Identify improvement opportunities down to the agent level
  • Analyze individual performance to provide supervisors visibility in large teams


Dilesh Bansal, Senior Director, Customer Care Strategy & Analysis at ADT

Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

Marvie Wright, Director of Sales/Leadership Training at Qualfon

Marvie Wright

Director of Sales/Leadership Training
Qualfon

INTELLIGENT ROUTING

1:30 pm - 3:10 pm Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
  • Map the impact of IVR across service functions
  • Create complete customer view with intelligent IVR from help center to desktop


Nirali Amin, Global Solutions Lead at LivePerson

Nirali Amin

Global Solutions Lead
LivePerson

Deb Ori, Customer Care Manager at Subway

Deb Ori

Customer Care Manager
Subway

VOICE OF THE CUSTOMER

1:30 pm - 3:10 pm VoC Beyond the Survey
  • Manage nuances of VoC between B2B, B2C, and B2B2C
  • Traverse legality and restrictions in gathering feedback


Casey Macmillan, Trade Customer Support at Whirlpool Corporation

Casey Macmillan

Trade Customer Support
Whirlpool Corporation

Doug Hoffschwelle, SVP & GM at ibex

Doug Hoffschwelle

SVP & GM
ibex

DESIGN THINKING FOR CX

1:30 pm - 3:10 pm Using Human Centered Design to Improve Business
  • Teach people to interact with customers at their core
  • Link customer empathy with usability of services
Lori Cobb, Former VP Customer Solutions at Cummins

Lori Cobb

Former VP Customer Solutions
Cummins

AGENT PERFORMANCE

1:30 pm - 3:10 pm Empower Agents Through Experience Engineering
  • How can you get agents comfortable with building customer experiences
  • Four-phase training module around experience engineering


Ted Fortezzo, EVP at Nobelbiz

Ted Fortezzo

EVP
Nobelbiz

Mark Killick, VP, Care at Grubhub

Mark Killick

VP, Care
Grubhub

LEARNING & DEVELOPMENT

1:30 pm - 3:10 pm How to Train Brand Voice in the Contact Center
  • How to develop agents to be brand ambassadors through every customer interaction
  • How to manage training requirements across a myriad of customer support functions including outsourcing partners


Zoe Meinecke, Director of Services at Lessonly

Zoe Meinecke

Director of Services
Lessonly

Cheryl China, SVP, Director Credit Card Services at Citizens Bank

Cheryl China

SVP, Director Credit Card Services
Citizens Bank

SELF SERVICE

1:30 pm - 3:10 pm How to Build and Implement a New Self Service Solution
  • Understand the needs and requirements for a self service technology
  • Partnerships and training required for successful implementation
Lisa E. Griffin, VP Patient Access at Vanderbilt University Medical Center

Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

3:15 pm - 3:45 pm NETWORKING BREAK IN THE EXPO HALL: Demo Drive and “Meet the Customer” Program Prize Drawing

PRIZE DRAWINGS

The final networking break is a chance for you to win big and take some exciting prizes back! 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 3:15 PM at the CCW Digital Lounge.

3:45 pm - 4:15 pm TRANSFORMATION KEYNOTE A Year in the Life of People, Process and Technology Transformation

The 300-seat Vanderbilt University Medical Center patient access center delivers both inbound and outbound service handling a volume of more than 4 million calls annually.  Since February 2018, Vanderbilt’s contact center leader Lisa Griffin has championed significant transformation through patient access and beyond. In this closing keynote address, here Lisa’s top tips in identifying transformation priorities and delivering on a multifaceted strategy to include:

  • Champion department collaboration: service quality, capacity analytics, change management, administration/operations
  • Implement a new self service tool to serve multiple siloes
  • Reimagine organizational structure supported by contact center support services

Lisa E. Griffin, VP Patient Access at Vanderbilt University Medical Center

Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

4:15 pm - 4:15 pm CCW Nashville Concludes

We hope to see you in Las Vegas, June 24-28, as we continue our 20th Anniversary celebration.