What's New at CCW Nashville 2020?

By: Customer Contact Week

Come join us in 2020 and experience the new things that are coming at CCW Nashville: 

Inspirational Speakers: Expand your thinking with customer contact leaders. 

Learn what’s possible from the best and brightest in the industry. Define strategic customer contact goals and benchmark best practices. 

Kelley Kurtzman 

VP, Global Consumer Sales & Service Centers


Kelley is prioritizing four things at Verizon. As our Transformation Keynote, she will share these priorities: Reduce Effort, Go Digital, Leverage AI, Empower Agents and why these priorities create effortless experiences for her employees and customers. 

Lisa Griffin

SVP, Enterprise Access

Thomas Jefferson University and Jefferson Health

What can technology do for you? Lisa will answer this loaded question during her session as she sheds insight around implementing 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.

NK Martin

Director of Call Center

State Farm

Our People Track will feature NK and how State Farm embraces Diversity and Inclusion in the contact center. He will specifically share his insights around the positive operational impact of a diverse workforce, why inclusion efforts reduce agent turnover rates and how to lead and advocate for your workforce culture.

Susanna Hadley

During our CX and Design Track, Susanna will help you discover how data can help you and your organization discover new ways to service your customers. She will touch upon important topics like analyze and re-iterate processes to create experiences that resonate with your customers, build a team of experts to embody accountability and trust with your customers, and invest into your “cost center” to improve your metrics and change your overall philosophy.

Tom Farrell

SVP, Customer Support


In our Contact Center Operations Track, Tom will speak on, “The Evolution of Support in the Contact Center”. He brings his knowledge on providing customers with service when they want and how they want via omnichannel technology, why BPO’s are a source for innovation in your contact center and what the future of support will look like. 

Sarah Thomas

The NFL’s First Female Official

In this keynote, you will learn lessons about leadership, persistence, and breaking barriers. Sarah will share key insights on overcoming adversity and succeeding as a female in a male-dominated industry and achieving breakthrough success for males and females alike. 

Jerry Greenfield

Co-Founder, Ben and Jerry’s Homemade, Inc.

In our closing keynote, Jerry, the other half of Ben and Jerry’s Homemade, Inc. will deliver an inspiring keynote on, “The Keys to Customer and Employee Loyalty”. 

Educational Formats: Immerse yourself in customer-centric initiatives alongside customer-obsessed colleagues. 

CCW Think Tanks 

Topic-Driven Content Tracks

CCWomen Discussions

Technology & Innovation Focus Day

Site Tours


Community-Oriented Experiences: Connect with your peers and have fun while you’re at it! 

Book Signings 

CCWomen Breakfast (RSVP here

“Meet the Customer Program” 

  • Take this opportunity to engage with their customers at their exhibit booths. Learn firsthand how these solution providers have helped their customers enhance their customer contact operations. Plus, have a chance to win some amazing prizes!

Demo Drive 

  • Participate in the Demo Drive to learn about the latest technologies and solutions. 

5 O’Clock Somewhere Happy Hour

Networking Luncheons

Networking Breaks

To learn more about CCW Nashville, check out our agenda or contact us to send you a copy. 

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