Join us in Nashville!

January 28-31, 2020 | JW Marriott, Nashville, TN

Day Three - Main Conference & Expo: Thursday, January 30th, 2020

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

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Mario Matulich

Executive Director
Customer Management Practice

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

Sarah Thomas - First Female NFL Official, NFL
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
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Sarah Thomas

First Female NFL Official
NFL

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

James Dodkins - Founder & Customer Experience Rockstar, ROCKSTAR CX
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.
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James Dodkins

Founder & Customer Experience Rockstar
ROCKSTAR CX

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:
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


Experience Design Think Tank

10:50 am - 12:25 pm How to Gain Executive Buy-In for Experience Design
Alison Lichtenstein - Director, Customer Experience Design, Dow Jones
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Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

Recruitment Think Tank

10:50 am - 12:25 pm How to Hire and Retain the Millennial Generation
Leigh Roach - Customer Service Manager, Johnston & Murphy
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Leigh Roach

Customer Service Manager
Johnston & Murphy

Agent Performance Think Tank

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


Holistic CX Think Tank

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


Customer Intent Think Tank

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


Omnichannel Think Tank

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


Cloud Think Tank

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


Digital CX Think Tank

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



CCW Digital Pavilion

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
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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Kindra Cooper

Writer and Editor, CCW Digital
Customer Management Practice

11:40 am - 12:10 pm Brand Check-Up: Your Organization's Health Score

Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
+ Why do certain brands survive and others don’t?
+ Critique and score other brands
+ Business failures that lead to organization transformation
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

12:35 pm - 1:25 pm NETWORKING LUNCH IN THE EXPO HALL


Track Sessions

CONTACT CENTER OPERATIONS

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

CONTACT CENTER OPERATIONS

1:35 pm - 2:05 pm What Can Tech Do For You: The Effect and Value of Intuitive Technology
Lisa Griffin - SVP Enterprise Access, Thomas Jefferson University and Jefferson Health
+ 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
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Lisa Griffin

SVP Enterprise Access
Thomas Jefferson University and Jefferson Health

CONTACT CENTER OPERATIONS

2:10 pm - 2:40 pm How to Manage End-to-End Customer Experience with Social Media and Technology in Real Time
Chris Vetrano - Head of Customer Experience, LBS, Lyft
+ 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
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Chris Vetrano

Head of Customer Experience, LBS
Lyft

CONTACT CENTER OPERATIONS

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

PEOPLE

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

PEOPLE

1:35 pm - 2:05 pm Don’t Post and Pray: Southwest’s Holistic Approach on Recruitment
+ Follow the Golden Rule: why stagnant corporate process greatly affects the new workforce
+ Be proactive and think outside the box with your recruitment approach regardless of ROI
+ Hire great people who fit your organization's culture and values, not based on their technical skills

PEOPLE

2:10 pm - 2:40 pm How State Farm Embraces Diversity and Inclusion in the Contact Center
NK Martin - Director, Call Center, Farmers Insurance
+ The positive operational impact of a diverse workforce
+ Why inclusion efforts reduce agent turnover rates
+ How to lead and advocate for your workforce culture
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NK Martin

Director, Call Center
Farmers Insurance

PEOPLE

2:45 pm - 3:15 pm Dispose Traditional Trainers: Elevate CX and Drive Metrics through Self-Learning and Peer-to-Peer Coaching
Brian Clancy - Learning and Performance Improvement (Contact Center Op), AARP
+ “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
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Brian Clancy

Learning and Performance Improvement (Contact Center Op)
AARP

CCWOMEN

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

CCWOMEN

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
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Cheryl China

SVP, Director Credit Card Services
Citizens Bank

CCWOMEN

2:10 pm - 2:40 pm Your Turn: The Uncomfortable but Important Truth about Self-Advocacy
Chris Vetrano - Head of Customer Experience, LBS, Lyft
+ Use your persuasive power to invest in yourself and your future
+ Embrace self-advocacy discomfort caused by gender stereotypes
+ Be prepared and be specific when it comes to negotiations
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Chris Vetrano

Head of Customer Experience, LBS
Lyft

CCWOMEN

2:45 pm - 3:15 pm 7 Steps of Transformation to Live an Exceptional Life
Annie Meehan - Author, The Pineapple Principle, CCW Influencer
+ 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.
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Annie Meehan

Author, The Pineapple Principle
CCW Influencer

CCW DIGITAL PAVILION

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

CCW DIGITAL PAVILION

1:35 pm - 2:05 pm The State of Voice Advertising: Ushering in a New Era of Customer Engagement
Kindra Cooper - Writer and Editor, CCW Digital, Customer Management Practice
+ The state of voice advertising today: a nascent technology with huge potential
+ How brands hope to use voice advertising in the future for two-way customer engagement
+ How to break into voice advertising: Where to start
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Kindra Cooper

Writer and Editor, CCW Digital
Customer Management Practice

CCW DIGITAL PAVILION

2:10 pm - 2:40 pm The Future of Voice Assistants
Kindra Cooper - Writer and Editor, CCW Digital, Customer Management Practice
+ Voice should be about speed, reducing effort and telling stories
+ The focus should always be on completing tasks
+ Create branded experiences and conversations
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Kindra Cooper

Writer and Editor, CCW Digital
Customer Management Practice

CCW DIGITAL PAVILION

2:45 pm - 3:15 pm Automation and Future of the Call Center
Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
+ Prepare for workforce transitions and challenges
+ How to create business opportunities in the call center with automation
+  Harness automation benefits for enhanced call center performance
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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

4:15 pm - 6:00 pm SALESFORCE PANEL: Don't Let the Fourth Industrial Revolution Pass You By: Transforming Customer Experience in a B2B2C World

Customer expectations continue to rise and customer service organizations must respond by exceeding those expectations. However, in order to exceed expectations, organizations need to empower every employee with the skills and tools of the future to engage customers across every channel and elevate the role of service to create opportunities and drive growth.In this panel, learn how to leverage your customers’ expectations to deliver exceptional service to connect every part of your business and to differentiate your brand from your competitors.

5:00 pm - 5:30 pm INNOVATION KEYNOTE: Simple Ideas that Will Stick with Your Employees and Customers

Innovation is one of the many industry buzzwords that is aggressively overused. As many organizations attempt to innovate, the word has become diluted and lost its significance. However, we know why this industry language exists and why innovation is much more than coming up with new ideas and launching them. Specifically, we’ve identified what innovation means for employees and customers. 

In this keynote, we will share some simple yet effective ideas:
+ Condition your team to get them in the mindset of the customer
+ How to test ideas to fully benefit from customer feedback
+ Involve employees upfront to build a culture of innovation and transformation
+ Provide experiences specific to your brand to differentiate and stay ahead of the competition

5:35 pm - 6:30 pm Networking Reception in the Expo Hall

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