Live Chat Software
January 2020
Nashville, TN

Brian Cantor


Principal Analyst & Director
CCW Digital


8:15 AM CCW Digital presents CUSTOMER CONTACT 2019 PREDICTIONS BRIEF

CCW Digital is the global online community and research hub of more than 140,000 customer contact members.  Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s freshly minted 2019 Predictions report.  

8:45 AM SPECIAL REPORT BRIEF CX Automation

Virtually no customer experience topic is commanding more hype (and investment consideration) than automation. However, many are missing the true value of automation. They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: elevating the quality of customer engagement. CCW Digital’s Special Report on CX Automation includes:Four ways automation can meaningfully elevate customer contactHow to ensure your automation initiatives are customer-centric, agent-centric and performance-centricFive best practices for unlocking the real value of automationEight examples of automation done right
Check out CCW Digital’s CX Automation Special Report.

2:15 PM SPECIAL REPORT BRIEF: Agent Performance

Adopting a customer-centric mindset is important, but businesses do not win customers through attitude alone. In order to satisfy customers, grow market share, increase revenue and overtake their competitors, they must perform. As the heart of the contact center operation, agents play a particularly valuable role in driving results. Special Report on Agent Performance covers:

  • What customers really want – and what that means for agent performance
  • How the rise of AI is impacting agent performance strategy
  • 7 challenges that are inhibiting results
  • 6 opportunities to dramatically elevate agent performance
  • 8 radical performance metrics you should start using right now

Check out CCW Digital’s Agent Performance Special Report.

11:25 AM CCW ANALYST CHAT Take Customer Communication to the Next Level with Two-Way, Conversational Messaging

+ Best practices in curating and implementing a messaging strategy
+ Pros and cons of synchronous vs. asynchronous messaging
+ Efficiencies created for both agents and customers

12:00 PM CCW ANALYST CHAT Unifying the Customer Journey: Curate Holistic Experiences from Marketing to Sales and Support

+ How a 360-degree customer view helps break down silos
+ Understand journey mapping across functions
+ Technologies needed for unified engagement

11:25 AM CCW ANALYST CHAT Remote Transformation: How the American Cancer Society Transitioned from Traditional to Virtual

+ The business case for virtual agents
+ Building the strategy and managing the transition from traditional to virtual
+ Benefits of remote, from engagement to an expanded hiring pool

12:00 PM CCW ANALYST CHAT Lessons for the Contact Center from a VP of People Operations

  • + Create a customer-centric culture, in and out of the contact center
  • + Develop personalization in agent management
  • + Best practices in agent engagement


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

Download The Latest Agenda