Past CCW Presentations

How to Gain Executive Buy-In for Experience Design

How to Gain Executive Buy-In for Experience Design

At CCW Nashville 2019, Ali Lichtenstein, Director, Customer Experience Design at Dow Jones presented on how to gain executive buy-in for experience design. In this presentation, she shares how to: 

  • Utilize internal wins as case studies to rationalize business value
  • Draw out game-changing insights to catalyze process innovations
  • Facilitate workshops to gain buy-in and increase cross functional visibility


To get a copy of this presentation, please contact us here.

Bridging Experience Design and Delivery

Bridging Experience Design and Delivery

At CCW Nashville 2019, Dr. Natalie Petouhoff, Vice President, Customer Service Innovation at Salesforce led the Holistic CX Panel on Bridging the Siloes of Experience Design and DeliveryTo Excel At Customer Experience. 

This panel presentation takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly how they strive to collaborate with those affecting holistic touch points.


To get a copy of this presentation, please contact us here.

Treat Employees as Your Most Valuable Customer

Treat Employees as Your Most Valuable Customer

At CCW Nashville 2019, Alexis Smith, Former Head of Employer Brand at Anheuser-Busch presented on employee brand engagement. In this presentation, she shares how to: 

  • Market brand messages to employees across channels of their choice
  • Prove you are listening by implementing feedback whenever possible
  • Create brand ambassadors of your employees and recruits


To get a copy of this presentation, please contact us here.

Increasing Sales Effectiveness in Your Contact Center

Increasing Sales Effectiveness in Your Contact Center

At CCW Nashville 2019, Chad Schott, VP of Learning & Quality at HomeAdivsor/Angie’s List presented on how to increase sales effectiveness in your contact center.

In this presentation, he shares the strategies behind leveraging speech analytics to drive improved agent performance, increase sales & operational efficiency and reduce risk


To get a copy of this presentation, please contact us here.

The In’s and Out’s of Contact Center & CX Technology Selections and Implementation

The In’s and Out’s of Contact Center & CX Technology Selections and Implementation

At CCW Nashville 2019, Brian LaRoche, Marketing Director at CallMiner presented on the in’s and out’s of Contact Center & CX Technology . In this presentation, he shares : 

  • Best Practices & Guidelines when Considering the Purchase of a Technology Platform
  • Best Practices for Deploying an Technology Solution


To get a copy of this presentation, please contact us here.