Trends in Customer Experience Design & Strategy

September 10-11, 2019

Event Partners

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CCW Online Summit Fall 2019

Customer-centricity is not simply about successfully processing orders and answering questions. It is about designing customer experience journeys that are stunningly simple, richly personal and unquestionably valuable at every turn.

To design such a journey, we need to know what today’s customers are actually demanding. We also need to know which systems and processes can help us consistently meet those demands.

Featuring case study insights, interactive roundtables and findings from our Annual Consumer Preferences Survey, this free online summit will arm you with that actionable intelligence. You’ll know exactly what today’s customers want – and precisely how to deliver.

Featured Speakers

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Stanley Chase III 

Founder | Louisville Vegan Jerky Company 

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Anita Schillhorn Van Veen

Planning Director | TBWA/Chait/Day

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Kindra Cooper

Digital Writer and Editor | Customer Management Practice

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Brad Snedeker

Director of Innovation | Calabrio

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Brian Cantor

Principal Analyst and Director | Customer Management Practice


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Abinash Tripathy 

Chief Strategy Officer | Helpshift 

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Shawn Castle

Director of Customer SupportValvoline 

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Todd Marthaler 

Contact Center Practice Lead  | Appian

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Elisabeth Wise 

GuestPath Business Partner| Delaware North 

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Cathy Pearl 

Head of Conversation Design OutreachGoogle 

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Julian Armington 

Senior Director | Salesforce 

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Bobbi Chester

Product Marketing Senior Director, Product and SolutionGenesys 

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Randy Carter 

Product Marketing Director, Product and Solution  | Genesys

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Bruce Temkin 

Head of the XM Institute  | Qualtrics 

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Ryan Lester

Senior Director of Customer Experience Technologies | LogMeIn 


Day One | September 10th, 2019

12:00 PM/ET | Fake Meat, Real Customer Centricity | Stanley Chase III
12:30 PM/ET | Executive Roundtable: Creating The Experience Your Customers Want | Brian Cantor
1:30 PM/ET | Effortless - the only experiences you should deliver | Todd Marthaler 
  • Abstract: Effortless customer experience (CX) should be a standard, not just a trend. But effortless CX isn’t just for customers. Employees also deserve equally intuitive capabilities. With solutions that are easy to navigate, yet powerful and engaging, they’ll be inspired to provide faster and more effortless service to your customers. In this session, you’ll learn about use cases and success stories from CX expert, Todd Marthaler, and how effortless experiences are changing the way employees and customers think about CX.

2:00 PM/ET| Advertising and Social Media Marketing in the Age of Customer Centricity | Anita Schillhorn Van Veen and Kindra Cooper
2:30 PM/ET | Chatbots Aren’t The Only Technology That Can Help Improve Your CX | Ryan Lester 
3:00 PM/ET | Crash Course: 30 Minutes To A Better CX Culture | Shawn Castle
3:30 PM/ETStop Losing Customers: Use Automation to Deliver a Superior Customer Experience | Abinash Tripathy
  • Abstract: Today's digital native consumer is spoiled by amazing experiences right at their fingertips, and they are now expecting this same on-demand experience from customer service.  Learn how you can use a digital-first approach and the best of automation technology to deliver on these expectations.  
Day Two | September 11th, 2019

12:00 PM/ET | How To Deliver A Human Experience In The Convenience Age | Elisabeth Wise
12:30 PM/ET | Why Voice Technology is the New UI for CX| Cathy Pearl
1:00 PM/ET | Q&A: CX Innovator On The Future Of Customer Contact | Julian Armington
1:30 PM/ET | A day-in-the-life: When cloud intersects with omnichannel | Bobbi Chester and Randy Carter
2:30 PM/ET | The Human Experience Cycle: Unlocking The Power Of CX| Bruce Temkin
  • Abstract: What’s the most important component of customer experience? Human beings. You can’t truly improve CX until you understand how experiences actually affect people. During this session with industry visionary Bruce Temkin, you'll learn about the Human Experience Cycle (HxC), which explains how people flow through the experiences in their lives, as customers and as employees. The HxC will provide the foundation for building breakthrough customer experiences.



    How will I access the sessions?

    You will receive a link to attend the free online sessions, meet our partners and gain access to valuable resources in our online conference center.  


    Do I need to download or install any software to be able to attend this event?

    No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.  


    Will the sessions be recorded?

    Yes. the sessions will be recorded and available to view for a limited time.

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    When you partner with CCW Digital, you get the opportunity to expose your brand to over 150,000 customer contact professionals globally.

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