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January 28 - 31, 2020 | JW Marriott, Nashville

4 New Things to Expect at CCW Nashville

By: Kindra Cooper
10/28/2019

The customer experience extends way beyond the contact center, touching everything from the brand experience to back-office processes, retail strategy, experience design and more. Today’s cutting-edge organizations realize the importance of cross-functional collaboration so that all departments touch the customer, not just sales and customer support. At CCW Nashville, we’re bringing together professionals from a range of industries and functions to share their wisdom on everything from automation to personalizing the customer experience and more. 

To sweeten the deal, we’ve added a host of new features to the conference program to emphasize small group gatherings, allot more time for networking and present the latest findings from CCW Digital’s research and reporting. 

Here are four new onsite features to look forward to at CCW Nashville in January 2020.


1. Think Tanks 

Peer-to-peer learning is one of the most useful ways for professionals to learn from another and forge connections onsite. We’ve revamped our in-demand Interactive Discussion Groups into smaller, more intimate Think Tanks, which are structured discussions around practical ‘How To’ projects designed for shared benchmarking and solutions-driven conversations. Each session runs for 45 minutes and is capped at 30 attendees each to ensure a discussion that is reciprocal and productive for everyone. 

Every topic has been carefully selected to center around top priorities for today’s CX professionals. Dan Gingiss, author of Winning at Customer Care, will lead a session on how to create engaging experiences on social media, while Lemonstein Poindexter, customer relations manager at Nashville Electric Services, will show attendees how to create customer journey maps that aren’t just for customers. 


2. CCW Digital Pavilion

What’s the quickest way to get up to speed on what’s trending in the CX industry? Read CCW Digital, of course! Barring that, the CCW Digital Pavilion presents the hot-off-the-press CX tips, research and industry news we’ve been covering this year, from the future of voice technology to user experience design, modern retail strategy and advertising strategy for the digital-first generation. 

Brian Cantor, principal of CCW Digital, will present on ways to understand your organization’s health, delving into why certain brands survive while others don’t, as well as business failures that lead to organizational transformation. Learn more about automation and the future of the call center to prepare for workforce transition challenges and how to create business opportunities in the call center with automation. 


3. Community Pass

With six tracks of content jam-packed with takeaways across people, contact center operations as well as CX and design, we wanted to give you the chance to create your own piecemeal agenda and select the sessions that are most important to you. With the introduction of the new Community Pass, you can gain access to the Expo Hall, Expo Hall sessions and Main Stage keynotes, so you no longer have to choose between networking and taking in some great content. Also, for every registration during the month of October, $10 of your registration fee will go to the Breast Cancer Research Foundation in honor of #CCWomenStrong, our program by women for women in customer contact to build relationships, support and inspire one another. 


4. An Awesome Speaker Lineup

Well, this is nothing new -- otherwise we wouldn’t be in the conference business! -- but this year we’re especially excited to host Jerry Greenfield, co-founder of Ben & Jerry’s, who will give a keynote on one of the most talked-about and least conventional success stories in American business -- followed by an ice cream social where you can get some one-on-time with Greenfield himself! 

Throughout the years, the ice cream brand has remained mission-driven, raising awareness of social justice causes from criminal justice reform to LGBTQ rights. Meanwhile, #CCWomen welcomes Sarah Thomas, the first permanent female NFL official and the first woman to officiate at a Big Ten stadium. Thomas will share leadership lessons from her journey to the top of a male-dominated industry to shatter the glass ceiling in the world of professional sports. 

Aside from the keynotes, expect to hear from inspiring speakers like Susanna Hadley, senior program manager of CX at T-Mobile, who will share ways to use data to find new ways to service your customers. Chris Vetrano, customer experience manager for Lyft Bikes & Scooters, will discuss how to manage the end-to-end customer experience using social media and technology in real-time. Finally, don’t miss the experience design Think Thank by Ali Lichtenstein, director of customer experience design at Dow Jones.


Learn more about Customer Contact Week Nashville 2020 by downloading the agenda today.