Join us in Nashville!

January 28 - 31, 2020 | JW Marriott, Nashville

Day Two - Pre-Conference Day: Wednesday, January 29th, 2020

Download the Full Agenda

8:00 am - 8:15 am Check-In: Workshop A

8:15 am - 10:15 am WORKSHOP A: CX Architecture – Using Agent Insights to Design a Remarkable Experience for Your Customers

Your agent workforce has more influence on your brand than any marketing or advertising program.  Agents are the face of your company and have the real-time ability to create a remarkable interaction.   Learn how to use agent performance data as the foundation of an empowered frontline that delivers exceptional experiences and satisfied customers that buy more and stay longer

10:15 am - 10:45 am Break

Does your CX Strategy Align to Business Outcomes? This fast-paced workshop was sold out in 2016 and 2017 at CCW Las Vegas. The 2020 edition will focus on interactive small group discussions (not PowerPoint by death) sharing leading practices in key operational areas. Improving service delivery is not a one-time effort – it must evolve to answer the ever-changing needs of your business and your customers. Join this important, lively workshop discussion to learn more about:
+How to drive superior customer experience through improved people, process, and technology
+How to collaborate with new parts of your organization to optimize service delivery 
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Roger Lee

Customer Success Leader
Gridpsace

12:45 pm - 2:00 pm Lunch

2:00 pm - 4:00 pm WORKSHOP C: Increase Customer Loyalty and Retention by Solving Customer Pain Points

Scotty Werner - Author, Caddy Tales, CCW Influencer
Customers demand frictionless and personalized experiences. However, not understanding your customer pain points can hinder delivering these experiences. In this workshop learn how to strategically ask questions, dissect, analyze, and replicate a relationship model that will differentiate you from your competitors and uncover your customer pain points to transform transactions into valuable relationships. Walk away with a specific and actionable plan that will result in a measured increase in customer loyalty and customer retention.
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Scotty Werner

Author, Caddy Tales
CCW Influencer

4:00 pm - 4:00 pm Workshops Conclude

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.
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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

4:00 pm - 4:30 pm New Sponsor/Exhibitor Orientation

Simon Copcutt - Head of Strategic Accounts, Customer Management Practice
A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.
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Simon Copcutt

Head of Strategic Accounts
Customer Management Practice

6:00 pm - 8:00 pm Welcome Reception

TECHNOLOGY & INNOVATION FOCUS DAY

8:00 am - 8:10 am Check-In


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Mario Matulich

Executive Director
Customer Management Practice

8:15 am - 8:45 am SPECIAL REPORT BRIEF: CX Security & Fraud

Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
Some refer to the contact center as the gateway to customer centricity. It is the point at which the brand achieves meaningful, lucrative connections with customers. Fraudsters have a different perspective. They view the contact center as an opportunity for exploitation. It is the security weakness they can leverage for their nefarious intentions. Many organizations underestimate the extent of this vulnerability. As a result of the knowledge gap, increasingly sophisticated attacks and operational shortcomings, the contact center is under siege. Fraudsters are targeting contact centers, substantially hurting organizations, employees and customers in the process. How should businesses respond? Our Technology & Innovation Focus Day spotlight on CX Security & Fraud provides key highlights from the CCW Digital special report, interviews a practitioner on their journey, and then dives into an interactive exercise.
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice


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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

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Deana Perrin

Senior Director, Global Head of Strategic Initiatives
Groupon

9:15 am - 10:15 am INTERACTIVE ACTIVITY: CX Security & Fraud


10:15 am - 10:45 am Break


10:45 am - 11:15 am SPECIAL REPORT BRIEF: Actionable Analytics

Brian Cantor - Director & Principal Analyst, CCW Digital, Customer Management Practice
Actionable intelligence is not merely about identifying urgent problems. It is not merely about providing recommended solutions. It is about empowering key stakeholders to tangibly take action. To put it simply, “actionable” is not a synonym for “usable”. It is a call to put data to use. A truly actionable approach to intelligence hinges on getting the right data in the right hands at the right time. It subsequently involves providing stakeholders with a clear framework for taking action. Our Technology & Innovation Focus Day spotlight on Actionable Analytics provides key highlights from the CCW Digital special report, interviews a practitioner on their journey, and then dives into an interactive exercise.
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

11:15 am - 11:45 am PROJECT ANALYSIS: Actionable Analytics



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Brad Prescott

Senior Manager, Customer Experience
Asurion

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Michael DeJager

Senior Analyst, Customer Management; Head of Product Development
Customer Management Practice

12:45 pm - 2:00 pm Lunch

It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.
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Brian Cantor

Director & Principal Analyst, CCW Digital
Customer Management Practice

2:30 pm - 3:00 pm PROJECT ANALYSIS: CX Automation

Mario Matulich - Executive Director, Customer Management Practice

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Mario Matulich

Executive Director
Customer Management Practice

3:00 pm - 4:00 pm INTERACTIVE ACTIVITY: CX Automation


4:00 pm - 4:00 pm Focus Day Concludes

Are you new to Customer Contact Week? Not to worry! Join the CCW team at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.
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Sandy Ko

Senior Analyst, Customer Contact & Conference Director
Customer Management Practice

4:00 pm - 4:30 pm New Sponsor/Exhibitor Orientation

Simon Copcutt - Head of Strategic Accounts, Customer Management Practice
A representative from each sponsor is highly recommended to attend our sponsor orientation, where our CCW strategic account lead will walk you through all the opportunities you won’t want to miss throughout the CCW main conference days including important dates, times, processes and procedures.
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Simon Copcutt

Head of Strategic Accounts
Customer Management Practice

6:00 pm - 8:00 pm Welcome Reception