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

Download the Full Agenda

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

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Mario Matulich

Executive Director
Customer Management Practice

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Michael DeJager

Principal Analyst, Head of Product Development
Customer Management Practice

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Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

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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 - 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:
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
Alison Lichtenstein - Head of Customer Experience Design, Dow Jones
Justin Robbins - Content Marketing Strategist, 8x8


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Alison Lichtenstein

Head of Customer Experience Design
Dow Jones

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Justin Robbins

Content Marketing Strategist
8x8

#2 - Recruitment Think Tank

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


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Leigh Roach

Customer Service Manager
Johnston & Murphy

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Sekou Alleyne

VP, Investments
InvestTT

#3 - Agent Performance Think Tank

10:50 am - 12:25 pm How to Improve Performance with Agent Engagement and Gamification
Chip Hellmann - CEO, AMCOL Systems, Inc.
Brett Brosseau - VP of Gaming Solutions, Noble Systems


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Chip Hellmann

CEO
AMCOL Systems, Inc.

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Brett Brosseau

VP of Gaming Solutions
Noble Systems

#4 - Holistic CX Think Tank

10:50 am - 12:25 pm How to Tear Down the Silos and Deliver a Unified CX
Kim Fields - Director of Learning, Edify
Phil Bennett - Customer Service Operations Manager, Empire Today


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Kim Fields

Director of Learning
Edify

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Phil Bennett

Customer Service Operations Manager
Empire Today

#5 - Customer Intent Think Tank

10:50 am - 12:25 pm How to Understand Intent and Proactively Engage with Customers
Brad Forsythe - Sr. Strategic Sales Consultant, Genesys


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Brad Forsythe

Sr. Strategic Sales Consultant
Genesys

#6 - Omnichannel Think Tank

10:50 am - 12:25 pm How to Leverage Data to Optimize an Omnichannel CX
Jennifer Kuechler - COO, Strategic Link
JIm Lynch - Senior Director, Product Marketing, LiveVox


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Jennifer Kuechler

COO
Strategic Link

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JIm Lynch

Senior Director, Product Marketing
LiveVox

#7 - Cloud Think Tank

10:50 am - 12:25 pm How to Build a Strategy for an Intelligent Cloud Contact Center
Drew Hall - Former Director, Customer and Employee Experience, Vylla
Peter Milligan - Director of Product Marketing, Five9


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Drew Hall

Former Director, Customer and Employee Experience
Vylla

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Peter Milligan

Director of Product Marketing
Five9

#8 - Digital CX Think Tank

10:50 am - 12:25 pm How to Drive Seamless Digital Engagement
Ross Haskell - Lead Evangelist, Bold360, LogMeIn
Mike Eastman - VP, Client Experience, Generate Life Sciences


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Ross Haskell

Lead Evangelist, Bold360
LogMeIn

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Mike Eastman

VP, Client Experience
Generate Life Sciences


CCW Digital Theater

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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Matt Wujciak

Research Analyst, CCW Digital Staff Writer
Customer Management Practice

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

Jon Golder - Director, Information Security and Fraud Governance, Discover Financial Services
+ 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
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Jon Golder

Director, Information Security and Fraud Governance
Discover Financial Services

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

Dennis Wakabayashi - Wakabayashi Experience, CCW Influencer
+ 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
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Dennis Wakabayashi

Wakabayashi Experience
CCW Influencer

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
+ 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

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Craig Dukes

Sr Director Seamless Access Support Services
Thomas Jefferson University and Jefferson Health

CONTACT CENTER OPERATIONS

2:10 pm - 2:40 pm Artificial Intelligence and Predictive Routing
Brad Forsythe - Sr. Strategic Sales Consultant, Genesys
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.


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Brad Forsythe

Sr. Strategic Sales Consultant
Genesys

CONTACT CENTER OPERATIONS

2:45 pm - 3:15 pm Augment Agent Experience with AI and Machine Learning
HIral Shah - Director of Product - AI and Digital Services, Asurion
+ 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
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HIral Shah

Director of Product - AI and Digital Services
Asurion

PEOPLE

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

PEOPLE

1:35 pm - 2:05 pm The Heart of Hiring: Southwest's Holistic Approach on Recruitment
Adam Hunt - Recruiter, Southwest Airlines
+ 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
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Adam Hunt

Recruiter
Southwest Airlines

PEOPLE

2:10 pm - 2:40 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

PEOPLE

2:45 pm - 3:15 pm Teach Your Team the 6 Techniques for Spectacular Customer Service
Scotty Werner - Author, Spectacular Service, CCW Influencer
+ 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.
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Scotty Werner

Author, Spectacular Service
CCW Influencer

CCWOMEN

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

President, North America and Europe
Alorica

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 My Journey as a Woman in the Tech Industry
Radha Sankaran - Executive Director- Advanced Analytics/AI & ML, Verizon

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Radha Sankaran

Executive Director- Advanced Analytics/AI & ML
Verizon

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 Fireside Chat with Helpshift: Debunking Common Misconceptions of AI & Automation
Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
Erik Ashby - Director of Product, Helpshift
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.  
 


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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

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Erik Ashby

Director of Product
Helpshift

CCW DIGITAL PAVILION

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

CCW DIGITAL PAVILION

2:45 pm - 3:15 pm Fireside Chat with ObjectFrontier: Emerging Channels Exploring Automation Beyond the Live Chatbot
Manjunath Arakere - Solution Architect, ObjectFrontier
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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Manjunath Arakere

Solution Architect
ObjectFrontier

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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

Annie Meehan - Author, The Pineapple Principle, CCW Influencer
Scotty Werner - Author, Spectacular Service, CCW Influencer
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
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Annie Meehan

Author, The Pineapple Principle
CCW Influencer

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Scotty Werner

Author, Spectacular Service
CCW Influencer

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.
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Chanell Branch

VP, Patient Access
Vanderbilt University Medical Center

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Colin Crowley

VP, Customer Experience
Freshly

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Mike Eastman

VP, Client Experience
Generate Life Sciences

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Radha Sankaran

Executive Director- Advanced Analytics/AI & ML
Verizon

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Kevin Rath

Director of Customer Experience
Warby Parker

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Ben Gardner

Go-to-Market Strategist
IBM Watson

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

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