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January 28 - 31, 2020 | JW Marriott, Nashville

Brian Cantor

Director & Principal Analyst, CCW Digital Customer Management Practice

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

Wednesday, January 29th, 2020

8:15 AM 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.

10:45 AM 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.

2:15 PM 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.

Day Three - Main Conference & Expo: Thursday, January 30th, 2020

Wednesday, January 29th, 2020

10:50 AM Hot Off the Press: CX Tips, Research & News

Catch up with our CCW Digital team on the latest industry news and what’s making waves in 2020!+ Discover trends and hot topics in the industry+ Learn about CCW’s in-depth research on what customers want & CX leaders need

11:40 AM Brand Check-Up: Your Organization's Health Score

+ Why do certain brands survive and others don’t?
+ Critique and score other brands
+ Business failures that lead to organization transformation

2:45 PM Automation and Future of the Call Center

+ Prepare for workforce transitions and challenges
+ How to create business opportunities in the call center with automation
+  Harness automation benefits for enhanced call center performance

Day Four - Main Conference & Expo: Friday, January 31st, 2020

Friday, January 31st, 2020

11:40 AM Emerging Channels: Exploring Automation Beyond the Live Chatbot

+ Discover different types of automation for your contact center
+ Good automation does not mean replacing human relationships
+ Why automation in the call center is not the endgame

1:25 PM 5 Urgent CX Trends and How They Connect to Contact Center Routing

+ Why your existing routing is hurting your customer and agent experiences
+ 7 signs of an intelligent approach to routing
+ Steps to prepare your agents and self-service tools for a new routing strategy

2:00 PM Fireside Chat with the Team at Johnston & Murphy on Agent Performance

+ Call center metrics beyond the traditional methods
+ The secret behind Johnston & Murphy's 90% retention rate 
+ Creating an environment conducive to employee engagement to meet personal paradigms

Check out the incredible speaker line-up to see who will be joining Brian.

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