Day Two - Channel Management

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8:00 am - 8:15 am Check-In: Workshops and Tech & Innovation Focus Day

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

Jim Iyoob - Chief Customer Officer, Etech Global Services
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
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Jim Iyoob

Chief Customer Officer
Etech Global Services

8:15 am - 8:45 am Tech & Innovation Focus Day: SPECIAL REPORT BRIEF: CX Security & Fraud

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.

8:45 am - 9:15 am Tech & Innovation Focus Day: PROJECT ANALYSIS: CX Security & Fraud


9:15 am - 10:15 am Tech & Innovation Focus Day: INTERACTIVE ACTIVITY: CX Security & Fraud


10:15 am - 10:45 am Break


10:45 am - 12:45 pm WORKSHOP B: Service Delivery Optimization: Tackling Your Biggest Challenges with Best Practices

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 

10:45 am - 11:15 am Tech & Innovation Focus Day: SPECIAL REPORT BRIEF: Actionable Analytics

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.

11:15 am - 11:45 am Tech & Innovation Focus Day: PROJECT ANALYSIS: Actionable Analytics


11:45 am - 12:45 pm Tech & Innovation Focus Day: INTERACTIVE ACTIVITY: Actionable Analytics


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

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.

2:00 pm - 2:30 pm Tech & Innovation Focus Day: SPECIAL REPORT BRIEF: CX Automation

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.

2:30 pm - 3:00 pm Tech & Innovation Focus Day: 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

Hosted by: Intradiem

4:00 pm - 4:00 pm Workshops and Tech & Innovation Focus Day Conclude

4:00 pm - 4:30 pm New Attendee Orientation

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.

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

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.

6:00 pm - 8:00 pm Welcome Reception at Ole' Red Sponsored by: Caller ID Reputation

Sponsored by: Caller ID Reputation