Live Chat Software
January 2020
JW Marriott, Nashville, TN

Day Three - Main Conference & Expo: Thursday, 17th January 2019

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

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

8:20 am - 8:50 am 20TH ANNIVERSARY KEYNOTE: Design and Deliver Happiness for Employees and Customers

How you make people feel is everything. Jenn Lim is the CEO and Chief Happiness Officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos.com) co-founded to inspire science-based happiness, passion and purpose at work, home and everyday life. Jenn’s opening keynote address provides insight into science-based happiness and her best practices for designing and delivery happiness for employees and customers.
Jenn Lim, CEO & Chief Happiness Officer at Delivering Happiness

Jenn Lim

CEO & Chief Happiness Officer
Delivering Happiness

8:50 am - 9:20 am ENGAGEMENT KEYNOTE: How to Build Passion, Purpose, and Power in Yourself, Your People, and Your Brand

Driven from her personal transformation, Carla is the proactive leader that leverages her contact center experience to create brand ambassadors across the business, develop curriculum for continued education, and create a singular brand language for the customer. Taking an introspective look at human nature and how personal development leads to professional success, Carla’s journey addresses the intersection of EX, CX, and personal growth. You will gain insight on: prioritizing personal development and reflection to reach potential, nurturing ideas and the people who create them to drive innovation, creating the work environments you want emulated through customer interactions, and building and training a universal brand message for all customer facing agents.
Carla Moore, VP of Sales Strategy at HBO

Carla Moore

VP of Sales Strategy
HBO

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

Each networking break is packed with fun and engaging opportunities to make the most of your experience.

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

JENN LIM BOOK SIGNING: Delivering Happiness

CARLA MOORE BOOK SIGNING: Crash: Leading Through the Wreckage


TIME BLOCK A: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS 

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

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


TIME BLOCK A: 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 Intelligent Automation Across the CX Value Chain
  • Delivering tangible ROI through the application of process excellence, BPM, RPA and AI across customer journey maps
Vinay Mummigatti, Chief Automation Officer at LexisNexis

Vinay Mummigatti

Chief Automation Officer
LexisNexis

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

11:25 am - 11:55 am CCW ANALYST CHAT Take Customer Communication to the Next Level with Two-Way, Conversational Messaging
+ Best practices in curating and implementing a messaging strategy
+ Pros and cons of synchronous vs. asynchronous messaging
+ Efficiencies created for both agents and customers


Dan Gesser, Chief Revenue Officer at Teckst

Dan Gesser

Chief Revenue Officer
Teckst

Brian Cantor, Principal Analyst & Director at CCW Digital

Brian Cantor

Principal Analyst & Director
CCW Digital

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

12:00 pm - 12:30 pm CCW ANALYST CHAT Unifying the Customer Journey: Curate Holistic Experiences from Marketing to Sales and Support
+ How a 360-degree customer view helps break down silos
+ Understand journey mapping across functions
+ Technologies needed for unified engagement
Brian Cantor, Principal Analyst & Director at CCW Digital

Brian Cantor

Principal Analyst & Director
CCW Digital

Alan Berkson, Global Director of Community Outreach, Analsyt Relatins at Freshworks

Alan Berkson

Global Director of Community Outreach, Analsyt Relatins
Freshworks

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 What Is Your Customer Experience Mission?
  • The unrealized power of a mission
  • Best practices in creating a mission that will move your customer function forward
  • Tying the mission back to the service you wish to deliver
Jeannie Walters, CEO & Chief CX Investigator at 360Connext

Jeannie Walters

CEO & Chief CX Investigator
360Connext

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

11:25 am - 11:55 am Distill the Fear of Digital Transformation: Engaging Employees to Embrace Change
  • Build understanding around the affects of emerging technology on individual roles
  • Balance investments in technology with investments in process
  • Appreciate nuances of culture across geographically dispersed organizations
Kandy White, VP, Service Technology, Small Business Services at ADP

Kandy White

VP, Service Technology, Small Business Services
ADP

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

12:00 pm - 12:30 pm UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement
  • Facilitate cross-functional design thinking workshops to elevate empathy
  • Address operational challenges while remaining customer-centric
  • Deliver cost savings in tandem with excellent experiences in the contact center
Heidi Munc, AVP, User Experience at Nationwide

Heidi Munc

AVP, User Experience
Nationwide

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

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


Sedarius Perrotta, Chief Product Evangelist at Shelf

Sedarius Perrotta

Chief Product Evangelist
Shelf

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

10:50 am - 11:20 am Elevating Employee Engagement: Happy Workers Mean Happy Customers
  • The role of internal and external credos
  • How to constantly educate and reinforce your brand promise
  • Build an accountability matrix around employee engagement
Brian Carlson, Senior Director of Patient Experience at Vanderbilt University Medical Center

Brian Carlson

Senior Director of Patient Experience
Vanderbilt University Medical Center

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

11:25 am - 11:55 am The In’s and Out’s of Agent Coaching
  • Focus on a strong foundation for skill-based coaching success
  • How to identify the up-and-coming talent in the contact center
  • Nuances of leadership development coaching
Lemmonstine Poindexter, Customer Relations Manager at Nashville Electric Service

Lemmonstine Poindexter

Customer Relations Manager
Nashville Electric Service

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

12:00 pm - 12:30 pm How to Develop a Model for Meaningful Agent Career Paths
  • Curate a culture of employee longevity
  • Design and effectively communicate both horizontal and vertical development opportunities
  • How getting career pathing right leads to unprecedented retention


Mike Marrow, CEO at Qualfon

Mike Marrow

CEO
Qualfon

TIME BLOCK A: IDGs

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

Chatbots

10:50 am - 12:30 pm Leverage Bots for Human Interaction Optimization
  • Allow bots to improve the information efficiencies
  • How to continuously improve your chatbot solution


Ashley Welch, Director of Service at Lola

Ashley Welch

Director of Service
Lola

Ted Hunting, SVP, Marketing at Bright Pattern

Ted Hunting

SVP, Marketing
Bright Pattern

Omnichannel

10:50 am - 12:30 pm Delivering World-Class Experiences through Connected Channels
  • Curate omnichannel strategy based on VOC data
  • Identifying and implementing the right technology platforms


Susanne Sasso, Project Manager at Subway

Susanne Sasso

Project Manager
Subway

Boris Grinshpun, General Manager of Digital Solutions at LiveVox

Boris Grinshpun

General Manager of Digital Solutions
LiveVox

Remote Agents

10:50 am - 12:30 pm Manage the Transformation from Traditional to Virtual Workspace
  • Develop the strategy and toolkits need to move agents from physical to virtual workspace
  • Optimize workforce management to retain top talent and grow geographically


Reid London, Managing Director of Operations at American Cancer Society

Reid London

Managing Director of Operations
American Cancer Society

Tommy Fradenburgh, Solution Consultant at Aspect

Tommy Fradenburgh

Solution Consultant
Aspect

Cx Automation

10:50 am - 12:20 pm Optimize Response Time in the Customer’s Channel of Choice with AI
  • Address steps to creation of automation in customers most frequent channels
  • Manage workflow and employee engagement with changes in technology


Chris Hoffman, Head of Customer Care at Helix

Chris Hoffman

Head of Customer Care
Helix

Abinash Tripathy, Founder & Chief Strategy Officer at Helpshift

Abinash Tripathy

Founder & Chief Strategy Officer
Helpshift

Customer Intent

10:50 am - 12:30 pm How to Develop a Model to Action Contact Propensity Analytics
  • Connect contact propensity to product usability
  • Integrate predictive analysis into customer interactions
Shannon Martin, Senior Director, Global Customer Experience Operations at HomeAway

Shannon Martin

Senior Director, Global Customer Experience Operations
HomeAway

Personalization

10:50 am - 12:30 pm How to Connect Data and AI for Personalized Touch Points
  • The power of pairing customer data and machine learning technology
  • Where to start when integrating personalization into an existing end-toend experience

Hosted by: IBM Watson


Samuel Carrington, Former Help & Service Design Manager at Lyft

Samuel Carrington

Former Help & Service Design Manager
Lyft

Customer Loyalty

10:50 am - 12:30 pm Leverage CX Products and Content to Drive Loyalty
  • Products as a third CX pillar to complement operations and services
  • Take products to the next local through localization


Erin O'Brien, Command Center Manager at Subway

Erin O'Brien

Command Center Manager
Subway

Scott Ballantyne, Chief Marketing Officer at First Orion

Scott Ballantyne

Chief Marketing Officer
First Orion

Proactive Engagement

10:50 am - 12:30 pm How to Leverage Data to Shape Customer Conversations
  • Easy to use machine learning solutions that predict and deliver the best responses before the customer encounters a pain point to enhance loyalty
  • Motivate and coach agents to utilize technology solutions and drive their own increases in performance


Karla Russell, Senior Director, Customer Success at Monster

Karla Russell

Senior Director, Customer Success
Monster

Dani Apgar, EVP of Customer Success at RapportBoost.AI

Dani Apgar

EVP of Customer Success
RapportBoost.AI

12:30 pm - 1:30 pm NETWORKING LUNCH IN THE EXPO HALL


1:30 pm - 2:00 pm CULTURE KEYNOTE: Permeating Culture: How to Streamline and Evangelize Culture When Geographically Dispersed

Geographically dispersed organizations face challenges driving employees to speak with a unified brand voice, empower teams for growth and development, and function with the same core values regardless of location. Incorporating his extensive experience from the Disney Institute, Kendal’s work at Toll Brothers begins with strengthening their core value foundation and evangelizing “One Toll” as the singular brand voice. In this dynamic keynote, Kendal will showcase how to:

  • Engage senior leadership to empower employees, not just manage
  • Design processes to empower decision makers to take ownership of culture
  • Drive effective decision making while maintaining entrepreneurial ethos
  • Align geographically dispersed teams to embrace core values
Kendal Jolly, Managing Director, Culture and Brand Awareness at Toll Brothers

Kendal Jolly

Managing Director, Culture and Brand Awareness
Toll Brothers

2:00 pm - 3:25 pm NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour

We’re starting happy hour early! Each CCW networking break is packed with fun and engaging opportunities to make the most of your experience

BRILLIANCE CLINIC BY:

TIME BLOCK B: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

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

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


TIME BLOCK B: TRACKS

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

3:25 pm - 3:30 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

3:30 pm - 4:00 pm Creating a Scalable Customer Service Organization with Cloud Contact Center and AI
  • How to merge separate contact center solutions into a single, comprehensive cloud platform
  • Deliver operational nimbleness that business needs to succeed and grow


Aarde Cosseboom, Director of GMS Technology & Workforce Management at TechStyle

Aarde Cosseboom

Director of GMS Technology & Workforce Management
TechStyle

Brian Spraetz, Senior Product Marketing Manager at NICE inContact

Brian Spraetz

Senior Product Marketing Manager
NICE inContact

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

4:05 pm - 4:35 pm ADT’s Well-Oiled Customer Care Machine: People, Process and Technology in Tandem
  • How to develop an open dialogue across people, process, and technology
  • Tie analytics to coaching for improved agent performance
  • Synergies needed between workforce management, quality, and CX
Dilesh Bansal, Senior Director, Customer Care Strategy & Analysis at ADT

Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

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

4:40 pm - 5:10 pm Creating Effortless Experiences through Holistic Digital Transformation
  • Focus on high frequency, low value moments
  • Collaborate with agents to pilot new initiatives
  • Isolate points of effort to streamline with machine learning, robotics, and AI
Kelley Kurtzman, VP, Global Consumer Sales & Service Centers at Verizon

Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

3:25 pm - 3:30 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 How to Gain Executive Buy-In for Experience Design
  • Utilize internal wins as case studies to rationalize business value
  • Draw out game-changing insights to catalyze process innovations
  • Facilitate workshops to gain buy-in and increase crossfunctional visibility
Alison Lichtenstein, Director, Customer Experience Design at Dow Jones

Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

4:05 pm - 4:35 pm Selling CX Value: Storytelling Journeys to Influence Customer-Centric Transformation
  • How to influence all stakeholders to embrace CX initiatives
  • Increase customer feedback visibility across the organization
  • Make cross-functional business decisions leveraging customer feedback
Valerie Egen, VP, Global Customer Engagement at Subway

Valerie Egen

VP, Global Customer Engagement
Subway

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

4:40 pm - 5:10 pm A Unified Vision of Success: Nuances of Managing Multiple Global Contact Center Operations
  • Create centralized center for managing metrics
  • Understand the nuances of individual challenges per each contact center
  • Unite vision of goals, priorities, and metrics to all leaders
Vijay Thacker, Managing Director, Customer Service Operations at Evolent Health

Vijay Thacker

Managing Director, Customer Service Operations
Evolent Health

CCW UNIVERSITY: The CCW Community by Women for Women

3:25 pm - 3:30 pm Host Opening Remarks


Colleen Beers, SVP at Alorica

Colleen Beers

SVP
Alorica

CCW UNIVERSITY: The CCW Community by Women for Women

3:30 pm - 4:35 pm Career Journey as Women in the Industry
+ Q & A panel with Kelley and her team
+ Learn Kelley's Top 10 Secrets to Success
+ The importance of having mentorship, sponsorship and coaching
Kelley Kurtzman, VP, Global Consumer Sales & Service Centers at Verizon

Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

CCW UNIVERSITY: The CCW Community by Women for Women

4:40 pm - 5:10 pm Diversity & Inclusion: How to Make Your Voice Count

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

Dr. Natalie Petouhoff

VP, Customer Service Innovations
Salesforce Service Cloud

TIME BLOCK B: IDGs

Time Slots: 3:30 PM – 4:00 PM | 4:05 PM – 4:35 PM | 4:40 PM – 5:10 PM

Chatbots

3:30 pm - 5:10 pm Leverage Bots for Human Interaction Optimization
  • Allow bots to improve the information efficiencies
  • How to continuously improve your chatbot solution

Hosted by:


Ashley Welch, Director of Service at Lola

Ashley Welch

Director of Service
Lola

Ted Hunting, SVP, Marketing at Bright Pattern

Ted Hunting

SVP, Marketing
Bright Pattern

Omnichannel

3:30 pm - 5:10 pm Delivering World-Class Experiences through Connected Channels
  • Curate omnichannel strategy based on VOC data
  • Identifying and implementing the right technology platforms

Hosted by:


Susanne Sasso, Project Manager at Subway

Susanne Sasso

Project Manager
Subway

Boris Grinshpun, General Manager of Digital Solutions at LiveVox

Boris Grinshpun

General Manager of Digital Solutions
LiveVox

Remote Agents

3:30 pm - 5:10 pm Manage the Transformation from Traditional to Virtual Workspace
  • Develop the strategy and toolkits need to move agents from physical to virtual workspace
  • Optimize workforce management to retain top talent and grow geographically

Hosted by:


Reid London, Managing Director of Operations at American Cancer Society

Reid London

Managing Director of Operations
American Cancer Society

Tommy Fradenburgh, Solution Consultant at Aspect

Tommy Fradenburgh

Solution Consultant
Aspect

Cx Automation

3:30 pm - 5:10 pm Optimize Response Time in the Customer’s Channel of Choice with AI
  • Address steps to creation of automation in customers most frequent channels
  • Manage workflow and employee engagement with changes in technology

Hosted by:


Chris Hoffman, Head of Customer Care at Helix

Chris Hoffman

Head of Customer Care
Helix

Abinash Tripathy, Founder & Chief Strategy Officer at Helpshift

Abinash Tripathy

Founder & Chief Strategy Officer
Helpshift

Customer Intent

3:30 pm - 5:10 pm How to Develop a Model to Action Contact Propensity Analytics
  • Connect contact propensity to product usability
  • Integrate predictive analysis into customer interactions
Shannon Martin, Senior Director, Global Customer Experience Operations at HomeAway

Shannon Martin

Senior Director, Global Customer Experience Operations
HomeAway

Personalization

3:30 pm - 5:10 pm How to Connect Data and AI for Personalized Touch Points
  • The power of pairing customer data and machine learning technology
  • Where to start when integrating personalization into an existing end-toend experience

Hosted by: IBM Watson


Samuel Carrington, Former Help & Service Design Manager at Lyft

Samuel Carrington

Former Help & Service Design Manager
Lyft

Customer Loyalty

3:30 pm - 5:10 pm Leverage CX Products and Content to Drive Loyalty
  • Products as a third CX pillar to complement operations and services
  • Take products to the next local through localization

Hosted by:


Scott Ballantyne, Chief Marketing Officer at First Orion

Scott Ballantyne

Chief Marketing Officer
First Orion

Erin O'Brien, Command Center Manager at Subway

Erin O'Brien

Command Center Manager
Subway

Proactive Engagement

3:30 pm - 5:10 pm How to Leverage Data to Shape Customer Conversations
  • Easy to use machine learning solutions that predict and deliver the best responses before the customer encounters a pain point to enhance loyalty
  • Motivate and coach agents to utilize technology solutions and drive their own increases in performance

Hosted by:


Karla Russell, Senior Director, Customer Success at Monster

Karla Russell

Senior Director, Customer Success
Monster

Dani Apgar, EVP of Customer Success at RapportBoost.AI

Dani Apgar

EVP of Customer Success
RapportBoost.AI

5:15 pm - 5:45 pm INFLUENCER KEYNOTE: Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive

By providing your customers with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most organizations forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out. In this dynamic closing keynote, Ryan will share his key themes to cultivating a corporate culture that is both customer- and employee-centric.
Charles Ryan Minton, President of CRM Hospitality & Consulting LLC. at CCW Influencer Keynote

Charles Ryan Minton

President of CRM Hospitality & Consulting LLC.
CCW Influencer Keynote

5:45 pm - 6:45 pm 20th Anniversary Cocktail Reception

Ryan Minton Book Signing: Thanks for Coming In Today