Day Three - Automation

Download the Full Agenda

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


Mario Matulich

Executive Director
Customer Management Practice


Kelley Kurtzman

VP, Global Consumer Sales & Service Centers


John Pompei

Head of Player Experience Operations
Electronic Arts (EA)

8:20 am - 8:50 am CCWOMEN KEYNOTE: Breaking Through: My Journey to Becoming the First Female NFL Official

Sarah Thomas changed the game in the world’s most quintessential male-dominated sport—football—when she became the first female NFL official. Now she’s inspiring others to dream big and believe anything is possible. Since her addition to the NFL’s roster of officials, she has become a trail-blazing inspiration to women everywhere, embodying the notion that with a belief in self, inner drive, hard work, preparation, and a mindset of being the best you can be, no barrier or ceiling is impenetrable. 

In this opening keynote, Sarah will share an inspiring message of:
+ The lessons she’s learned in leadership, persistence, and breaking barriers
+ Key insights on overcoming adversity – and the odd
+ Finding your passion while maintaining work-life balance 
+ Succeeding as a female in a male-dominated industry and achieving breakthrough success for males and females alike

8:50 am - 9:20 am ROCKSTAR KEYNOTE: The Rules for Customer Experience Rockstars

In this high energy, entertaining and musical keynote, “Customer Experience Rockstar” James Dodkins will share stories, ideas, frameworks and mindsets that will guarantee you turn your customer experience up to 11 out of 10. James will feature his 5 “Rules for Rockstars”.

136 Ideas for Rockstar Employee Engagement book signing follows the conclusion of the morning keynote at 9:20 AM in the Expo Hall.

9:20 am - 10:45 am NETWORKING BREAK IN THE EXPO HALL: Demo Drive

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

Meet, Greet. and Book Signing:
Sarah Thomas
Meet & Greet

James Dodkins
136 Ideas for Rockstar Employee Engagement

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

#1- Experience Design Think Tank

10:50 am - 12:25 pm How to Gain Executive Buy-In for Experience Design

#2 - Recruitment Think Tank

10:50 am - 12:25 pm How to Hire and Retain the Millennial Generation

#3 - Agent Performance Think Tank

10:50 am - 12:25 pm How to Improve Performance with Agent Engagement and Gamification

#4 - Holistic CX Think Tank

10:50 am - 12:25 pm How to Tear Down the Silos and Deliver a Unified CX

#5 - Customer Intent Think Tank

10:50 am - 12:25 pm How to Understand Intent and Proactively Engage with Customers

#6 - Omnichannel Think Tank

10:50 am - 12:25 pm How to Leverage Data to Optimize an Omnichannel CX

#7 - Cloud Think Tank

10:50 am - 12:25 pm How to Build a Strategy for an Intelligent Cloud Contact Center

#8 - Digital CX Think Tank

10:50 am - 12:25 pm How to Drive Seamless Digital Engagement

CCW Digital Theater

10:50 am - 11:20 am Hot Off the Press: CX Tips, Research & News

Catch up with our CCW Digital team on the latest industry news and what’s making waves in 2020!
+ Discover trends and hot topics in the industry
+ Learn about CCW’s in-depth research on what customers want & CX leaders need

11:25 am - 11:55 am Easy Wins to Strengthen Fraud Prevention for a Seamless CX

+ Understand strengths and weaknesses to different types of fraud and how to prepare your organization
+ Why Identity ≠ Authentication and the importance of differentiating the two terms
+ How to train agents on GDRP/CCPA and other regulations to help them prepare and navigate customer requests

12:00 pm - 12:30 pm The One CX Framework You Will Ever Need

+ Inside look at a CX framework perfected over the last decade with Fortune 500 brands
+ How to deliver brand value at scale
+ Insight into balancing the ever-shrinking gray line between CX and brand experience


Track Sessions


1:30 pm - 1:35 pm Host Opening Remarks


1:35 pm - 2:05 pm What Can Tech Do For You: The Effect and Value of Intuitive Technology
+ Don’t implement new technology for the sake of new technology
+ Work with developers to streamline processes for a more efficient experience that works for your agents and your customers
+ How to start over when technology is not intuitive and does not provide value


2:10 pm - 2:40 pm Artificial Intelligence and Predictive Routing
Artificial intelligence (AI) might be maligned at one extreme—with notions of a robot apocalypse—and to a lesser extreme with mass unemployment or boredom resulting from automation. But when it comes to contact centers, AI can enhance the experience and make it more human. And now we’re in the midst of a customer experience revolution that’s driving a need to create a more engaging workplace for contact center employees. Join us as we go on an interactive ride of AI and the human touch with predictive routing.


2:45 pm - 3:15 pm Augment Agent Experience with AI and Machine Learning
+ How agents help us think differently when it comes to conflict resolution through technology
+ Create internal tools to train agents and close skill gaps
+ Show agents the impact of automation and how it affects them in a positive way


1:30 pm - 1:35 pm Host Opening Remarks


1:35 pm - 2:05 pm The Heart of Hiring: Southwest's Holistic Approach on Recruitment
+ Happy Employees = Happy Customers
+ Hire great people who fit your organization's culture and values, not solely on their technical skills
+ Be proactive and think outside the box with your recruitment approach not based on their technical skills
+ Leverage Technology with a human touch


2:10 pm - 2:40 pm Dispose Traditional Trainers: Elevate CX and Drive Metrics through Self-Learning and Peer-to-Peer Coaching
+ “Sage on Stage” vs “Guide on the Side”
+ Activate self-paced active learning for optimal agent engagement
+ Create a community of learners who are invested in each other to drive camaraderie, guidance and coaching in your contact center


2:45 pm - 3:15 pm Teach Your Team the 6 Techniques for Spectacular Customer Service
+ Transforming a transaction into a relationship
+ How relationships result in a measured increase in loyalty and retention
+ Walk away with actionable takeaways to teach your team immediately

Spectacular Service book signing follows the conclusion of session at 3:15 PM in the Expo Hall.


1:30 pm - 1:35 pm Host Opening Remarks
Colleen Beers - President, North America and Europe, Alorica

Colleen Beers

President, North America and Europe


1:35 pm - 2:05 pm Fight Imposter Syndrome
Cheryl China - SVP, Director Credit Card Services, Citizens Bank
+ Discover your worth and add tax
+ Comparison is the thief of joy
+ Find your own path, as there is no right or wrong way

Cheryl China

SVP, Director Credit Card Services
Citizens Bank


2:10 pm - 2:40 pm My Journey as a Woman in the Tech Industry


2:45 pm - 3:15 pm 7 Steps of Transformation to Live an Exceptional Life
+ Break cycles, remove labels, and become Exceptional (in sales, leadership, and life)
+ The value of struggle that only the most successful professionals know
+ Be a Pineapple in a world that can be prickly remember to stay sweet

Be Exceptional and Pineapple Principle book signings follows the conclusion of session at 3:15 PM in the Expo Hall.


1:30 pm - 1:35 pm Host Opening Remarks


1:35 pm - 2:05 pm Fireside Chat with Helpshift: Debunking Common Misconceptions of AI & Automation
If you have ever struggled using automation, or are worried about automation, you're not alone. Helpshift's Director of Product, Erik Ashby joins CCW's Brian Cantor to have a candid discussion about the practical reality of chatbots and CX automation.They will analyze the challenges seen by brands and how disruptive organizations have found success by embracing an automated customer experience.  


2:10 pm - 2:40 pm How to Manage End-to-End Customer Experience with Social Media and Technology in Real Time
+ Importance of social channels and how it provides engagement with customers through their preferred channel(s)
+ Find real time solutions for customers with an omnichannel strategy
+ Why chatbots don’t necessarily work in favor of CX


2:45 pm - 3:15 pm Fireside Chat with ObjectFrontier: Emerging Channels Exploring Automation Beyond the Live Chatbot
+ 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

3:15 pm - 4:10 pm NETWORKING BREAK and Meet and Greet Book Signing in the Expo Hall: 5 O’Clock Somewhere Happy Hour

We’re starting happy hour early! Visit our solution providers, make some new connections and grab a pick-me-up drink prior to our last main stage keynotes!

Meet, Greet and Book Signing
Annie Meehan
Be Exceptional and Pineapple Principle

Scotty Werner
Spectacular Service

4:15 pm - 5:00 pm Expert Panel: How to Create the Best Experience for Your Customers No Matter the Industry

Studies show 91% of unsatisfied customers will not return to a business. How do you provide the best customer experience no matter your industry? Join Verizon, Warby Parker, Vanderbilt University Medical Center, Freshly, Generate Life Sciences, and IBM Watson business leaders to discuss:
+ How to provide the best experience for your customers
+ Discover how AI can be used to reduce business costs while empowering your employees.

5:00 pm - 6:30 pm Cocktail Reception in the Expo Hall

6:30 pm - 6:30 pm Main Conference Day One Concludes