BUILD YOUR CCW PROGRAM - ASDEventsCustomer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys

BUILD YOUR CCW PROGRAM

7:00 AM Check-In

8:00 AM Opening Remarks

8:20 AM 20TH ANNIVERSARY HEADLINER

8:50 AM ENGAGEMENT KEYNOTE

9:20 AM Networking Break: Demo Drive

DAY 3: Thursday, January 17

10:50 AM Time Block A: Tracks and IDGs

12:30 PM Networking Lunch

1:30 PM MARKETING + CX KEYNOTE

2:00 PM Networking Break: 5 O’Clock Somewhere Happy Hour

Main Conference & Expo

3:30 PM Time Block B: Tracks and IDGs

5:15 PM METRICS KEYNOTE

5:45 PM 20th Anniversary Cocktail Reception

7:00 AM Check-In

7:10 AM CCWomen Networking Breakfast

8:00 AM Opening Remarks

8:20 AM HOLISTIC CX PANEL: Bridge the Siloes of Experience Design and Delivery

DAY 4: Friday, January 18

9:20 AM Networking Break: “Meet the Customer” Program

10:50 AM Time Block C: Tracks and IDGs

12:30 PM Networking Lunch

1:30 PM Time Block D: Tracks and IDGs

Main Conference & Expo

3:15 PM Networking Break: Demo Drive and “Meet the Customer” Prize Drawing

3:45 PM CULTURE KEYNOTE

4:15 PM Main Conference Concludes

8:00 AM Check-In, WORKSHOP A

8:15 AM WORKSHOP A: ServiceNow

11:00 AM Check-In, WORKSHOP B

11:15 AM WORKSHOP B: Etech

2:00 PM Check-In, WORKSHOP C

2:15 PM WORKSHOP C: CallMiner

5:00 PM Pre-Conference Workshops Conclude

5:00 PM New Attendee Orientation

6:00 PM Offsite Opening Reception

Workshop Day

8:00 AM Check-In

8:15 AM Customer Contact 2019 Predictions Brief

8:45 AM Knowledge Management Brief, Analysis and Exercise

11:00 AM Networking Break

11:30 AM Customer Journey Mapping Brief, Analysis and Exercise

1:45 PM Networking Break

Technology & Innovation Focus Day

2:15 PM Agent Performance Brief, Analysis and Exercise

4:30 PM Focus Day Concludes


6:00 PM Offsite Opening Reception

DAY 2: Wednesday, January 16 Pre-Conference Day

9:00 AM Site Tour Experience 2

4:00 PM Return to Hotel

8:30 AM Check-In

9:00 AM Site Tour Experience 1

DAY 1: Tuesday, January 15 Site Tour Experience Day

www.asdevents.com - www.asdevents.com/event.asp?id=19069

https://www.linkedin.com/groups/119551

https://www.youtube.com/channel/UCoIbHeoH2j5UdEidSDRK4Qg

https://www.instagram.com/customercontactweek/

https://www.facebook.com/CustomerContactWeek/

https://twitter.com/custcontactweek

DAY 1: SITE TOUR EXPERIENCE DAY Tuesday, January 15

8:30 AM Check-in 11:00 AM Transportation Time 1:30 PM Transportation Time

9:00 AM

Lisa Griffin VP, Patient Access

Jason Mathisen Director of Care Connections

Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. A significant portion of the organization’s ambulatory visits are scheduled by an offsite contact center known as Care Connections. With over 4 million annual calls, this 300 person team is responsible for connecting patient to care within primary, specialty, and procedural services across the organization.

Care Connections is part of the Patient Access Services department. The vision of Patient Access Services is to provide patient-centered, barrier-free access to care.

11:30 AM

Bob Flynn VP of Facilities and Game Day Operations

Rachel Guymon Stadium Event Sales Manager

Nissan Stadium, home of the Tennessee Titans – scoring memorable moments, providing worldclass views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually.

SITE TOUR EXPERIENCE 1 (50 cap)

Coming Soon

4:00 PM Airport Drop and Return to Hotel







DAY 1: SITE TOUR EXPERIENCE DAY Tuesday, January 15

9:00 AM

Donna Drehmann Director of Customer Experience & Training

Brian Dunphy Senior Director of Customer Care

Postmates is transforming the way local goods move around a city by enabling anyone to get any product delivered in under an hour.

This site tour will demonstrate the culture and environment of the new Postmates contact center where they’ve moved away from cubicle seating and provided an environment built on the creative thought process and sharing of resources. This reinvented culture and environment represent that the associate experience is equally important to the customer experience.

11:30 AM

Bob Flynn VP of Facilities and Game Day Operations

Rachel Guymon Stadium Event Sales Manager

Nissan Stadium, home of the Tennessee Titans – scoring memorable moments, providing worldclass views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually.

2:00 PM

Leigh Roach Customer Service Manager

Jason Dasal VP of Marketing

Founded in 1850, Johnston & Murphy is a timeless American Icon. World-class service is the defining element of the shopping experience, with a commitment to understand the needs of our consumers and continually exceed their expectations in both product and service. The 20 seat Nashville contact center supports both retail and direct channels.

8:30 AM Check-in 11:00 AM Transportation Time 1:30 PM Transportation Time

SITE TOUR EXPERIENCE 2 (25 cap)

4:00 PM Airport Drop and Return to Hotel







DAY 2: WORKSHOP DAY Wednesday, January 16

Hosted by:

Jim Iyoob Chief Customer Officer Etech Global Services

Hosted by:

Michael DeJager Principal Analyst & Divisional Director Customer Management Practice

Brian LaRoche Marketing Director CallMiner

Eduardo von Borstel Senior Solutions Architect CallMiner

Hosted by:

8:00 AM Check-In: Workshop A

8:15 AM – 11:00 AM WORKSHOP A: Evaluation Digital Transformation Readiness with the Customer Service Maturity Assessment

11:00 AM Check-In: Workshop B

11:15 AM – 2:00 PM WORKSHOP B (working lunch): Professor Customer: Empower Your Customers to Teach You CX Delivery They Deserve

5:00 PM Workshops Conclude

5:00 PM – 5:30 PM New Attendee Orientation

6:00 PM Opening Reception

2:00 PM Check-In: Workshop C

2:15 PM – 5:00 PM WORKSHOP C: AI Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies Today

Today, customers have more choice: more products to choose from, more devices and channels over which to seek customer service. What they don’t have is patience – and customers leave you if their experiences are not in-line with expectations. This workshop will help benchmark your operations against customer service best practices. The results will help prioritize investments in strategy, process re-engineering and technologies for loyalty-creating customer experiences.

Customer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys for customer delight. Have you equipped your customers with the voice they need to teach you the channels in which they want to engage and the journeys they prefer? Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technologies to allow VOC to shine brighter than ever and leverage CX delivery as a catalyst for deeper customer engagement.

Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.

While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this AI Fueled technology for contact centers to support of number of use cases. The opportunities to improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also hear an actual customer case study from the customer themselves and learn about the areas where most clients DO in fact see ROI and what they do to achieve it.







DAY 2: TECHNOLOGY & INNOVATION FOCUS DAY Wednesday, January 16

8:00 AM Check-In

8:15 AM CCW DIGITAL PRESENTS: Customer Contact 2019 Predictions Brief

Brian Cantor Principal Analyst & Director CCW Digital

CCW Digital is the global online community and research hub of more than 150,000 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: Knowledge Management


An effective knowledge base will make or break agent productivity and engagement. Furthermore, technology that can effectively query said knowledge base, no matter how sophisticated, is critical for a practical and sensible workflow for agent empowerment and world-class service. CCW Digital’s forthcoming Knowledge Management will dive into both the fundamentals of a quality knowledge management system.

CCW Digital’s Knowledge Management Special Report, coming November 2018.

9:00 AM PROJECT ANALYSIS: Implementing a KCS Platform for Content Management

Kris Crichton VP, Sales & Account Management Equifax

Mario Matulich Executive Director Customer Management Practice

Equifax has worked hard to reinvent their external content management strategy to provide a much stronger knowledge base to their customers. Furthermore, Kris has worked to hone a framework to narrow the feedback loop between reasons driving calls and the content to solve those questions in a content-based, self service fashion. In this interview, learn more about how Kris implemented a KCS platform for content management:

· Transform knowledge management and processes for both speed and efficiency

· Drive self service actions for both employees and customers

· Unify front end and back end knowledge management solutions

9:30 AM INTERACTIVE EXERCISE: How to Build a Strategy for a Customer and Employee-Facing Knowledge Management Solution

Knowledge management is a challenging and massive undertaking. Having an effective knowledge base for employees and contact center agents is critical to deliver solid service. Furthermore, building specific content from that knowledge base specifically for customer-facing touchpoints can act as a powerful self service call, reducing call volume. In this interactive, we dive deep in how to analyze your current knowledge situation and build a strategy around knowledge base and content development for next generation positioning.

11:00 AM Networking Break

11:30 AM SPECIAL REPORT BRIEF: Customer Journey Mapping


In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers. Special Report on Customer Journeys uncovers:

· 3 ways to increase customer centricity with journey maps

· 6 ways to drive business results with journey maps

· 5 challenges to mapping (and improving) customer journeys

· 5 steps for meaningfully elevating the customer experience

Check out CCW Digital’s Customer Journey Mapping Special Report.

11:45 AM PROJECT ANALYSIS: The Integrated Customer Journey: Leverage Agents to Prototype Technology

Barton May Director of Call Center Platforms, IT Planning & Strategy Hilton

Marisa White Research Development Analyst Customer Management Practice

Hilton has undertaken a very specific project to take customer journeys to the next level, engage employees and agents in the process of prototyping new customer solutions based on journey mapping exercises. In this interview, learn best practices

Powered by:







https://www.customercontactweekdigital.com/customer-experience/whitepapers/customer-journey-mapping

in Bart’s “Integrated Customer Journey” project, taking the fundamentals of journey mapping to the next level with a 360 degree view of the customer and involving all stakeholders into piloting new customer solutions:

· Use agents as a feedback mechanism, measure usability, and prototype solutions

· Engage employees as internal champions to improve processes

· Centralize customer apps to give agents a 360 customer view

12:15 PM INTERACTIVE EXERCISE: Customer Journey Mapping in Practice (working lunch)

Customer Journey Mapping is a fundamental skill for all customer-focused professionals. The serve as a core competency for collecting customer data and are a powerful catalyst for involving customers in define problems and designing solutions. In this interactive activity, we go back to basics on the fundamentals of journey mapping, complete with pitfalls and best practices for a solid foundation.

1:45 PM Networking Break

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.

2:30 PM PROJECT ANALYSIS: Understanding Employee Experience to Alleviate Internal Pain Points

Susan Hoffman AVP, Customer Experience Colonial Life


How can employees and contact center agents deliver a differentiated customer experience when their own experiences are riddled with points of pain? Colonial LIfe’s Sue Hoffman chose to prioritize agent journeys first, fully understanding internal experiences before addressing their several unique sets of external customers. In this interview, learn more about Sue’s best practices to set employees and agents up for success:

· Identifying information flows and L&D challenges first to optimize communication

· Focus on critical pain points and lean on technology for potential solutions

· Leverage a scaled agile framework applied against the journey: build, test, learn

3:00 PM INTERACTIVE EXERCISE: Curate a Performance Model to Mitigate Risk and Optimize Talent

The sweet spot for agent performance lies at the crossroads of agent journeys and the challenges and opportunities in your unique customer function. This interactive activity dives into a proven strategic formula to help bolster agent performance in the short term as well as build a roadmap for enhanced performance in the long term.

4:30 PM Focus Day Concludes



Are you new to Customer Contact Week? Not to worry! Join the CCW team at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.

6:00 PM Opening Reception

DAY 2: TECHNOLOGY & INNOVATION FOCUS DAY Wednesday, January 16

Powered by:







https://www.customercontactweekdigital.com/agent-engagement/whitepapers/special-report-agent-performance

DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17

7:00 AM Check-In

8:00 AM OPENING REMARKS


Becky Ploeger VP Sales & Service Strategy USAA

John Pompei Head of Player Experience Operations Electronic Arts

8:20 AM 20TH ANNIVERSARY HEADLINER KEYNOTE: Design and Delivery Happiness for Employees and Customers

Jenn Lim CEO & Chief Happiness Officer Delivering Happiness

How you make people feel is everything. Jenn Lim is the CEO and Chief Happiness Officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos.com) co-founded to inspire science-based happiness, passion and purpose at work, home and everyday life. Jenn’s opening keynote address provides insight into science-based happiness and her best practices for designing and delivery happiness for employees and customers.

8:50 AM ENGAGEMENT KEYNOTE: How to Build Passion, Purpose, and Power in Yourself, Your People, and Your Brand

Carla Moore VP, POS Support and Education HBO

Driven from her personal transformation, Carla is the proactive leader that leverages her contact center experience to create brand ambassadors across the business, develops curriculum for continued education, and creates a singular brand language for the customer. Taking an introspective look at human nature and how personal development leads to professional success, Carla’s journey addresses the intersection of EX, CX, and personal growth. You will gain insight on: prioritizing personal development and reflection to reach potential, nurturing ideas and the people who create them to drive innovation, creating the work environments you want emulated through customer interactions, and building and training a universal brand message for all customer facing agents.

9:20 AM NETWORKING BREAK IN THE EXPO HALL: Demo Drive + Jenn Lim and Carla Moore Book Signings

Each networking break is packed with fun and engaging opportunities to make the most of your experience.

DEMO DRIVE Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

JENN LIM BOOK SIGNING: Zappos Culture Book

CARLA MOORE BOOK SIGNING: Crash: Leading Through the Wreckage








TIME BLOCK A: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSOn Thursday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block A (AM) or B (PM).

If attendees choose to join IDGs in Time Block A (AM), then they will attend track sessions during Time Block B (PM). Conversely, if attendees choose to join IDGs in Time Block B (PM), then they will attend track sessions during Time Block A (AM).

IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.

PEOPLE PROCESS TECHNOLOGY Strengthen the Foundational Pillars of the

Customer Function Strategic Benchmarking for Executives in Customer Contact

Skill Development for Next Generation Contact Center Leaders

10:45 AM - 10:50 AM

Host Opening Remarks Host Opening Remarks Host Opening Remarks

10:50 AM - 11:20 AM

CX Intelligent Automation: Deliver Tangible ROI through Process Excellence, BPM, RPA and AI Across Journey Maps

Vinay Mummigatti Chief Automation Officer LexisNexis

· Understand AI and cognitive automation’s role in CX

· Roadmap process improvements through digital transformation

· How does enterprise-wide automation strategy connect with the customer function

CX as a Shared Service: Address the “How” of Integrating Customer Experience Organization-Wide

Kelly Steele VP, Customer Care Freddie Mac

· How to “build” and “do” customer experience real time as your team takes shape

· Incremental steps to gaining long term buy-in as an organizational resource

· Create the perception of human centered design as a best practice for projects and innovation

Introduction to the Agent Training Gap and Why It Exists

· The Fourth Industrial Revolution and how contact center training must keep pace

· Drivers of transformation

· How to prepare your workforce to deliver exceptional care as the customer drive the conversation

TIME BLOCK A: TRACKS








PEOPLE PROCESS TECHNOLOGY

11:25 AM - 11:55 AM

Distill the Fear of Digital Transformation: Engaging Employees to Embrace Change

Kandy White VP, Service Technology, Small Business Services ADP

· Build understanding around the affects of emerging technology on individual roles

· Balance investments in technology with investments in process

· Appreciate nuances of culture across geographically dispersed organizations

Narrowing Feedback Loops: Activate Feedback Organization-Wide for Optimized CX

Natalie Higgins SVP, CX Channels & Segments Citizens Bank

Cheryl China Director, Credit Card Services SVP Citizens Bank

· Optimize multi-channel servicing strategies to meet customers in preferred channel

· Integrate best-in-class tools and techniques for collecting actionable customer feedback

· Collaborate with business partners to action insights

Best Practices in Connecting Over Digital Channels

· Nuances of customer engagement digitally vs. analog

· How to approach agent training in a digital first world

· Bringing together employee-facing and customer-facing digital platforms

12:00 PM - 12:30 PM

Creating Effortless Experiences through Holistic Digital Transformation

Kelley Kurtzman VP, Global Consumer Sales & Service Centers Verizon

· Focus on high frequency, low value moments

· Collaborate with agents to pilot new initiatives

· Isolate points of effort to streamline with machine learning, robotics, and AI

UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement

Heidi Munc AVP, User Experience Nationwide Insurance

· Facilitate cross-functional design thinking workshops to elevate empathy

· Address operational challenges while remaining customer-centric

· Deliver cost savings in tandem with excellent experiences in the contact center

De-Escalation Best Practices: Assertive Pre-Empting an Aggressive Escalation in Any Channel

· De-escalation as a powerful skillset

· How to identify warning signs of a particularly aggressive case

· Nuances of de-escalation across channels

TIME BLOCK A: TRACKS







Time Slots: 10:50 AM – 11:20 AM | 11:25 AM – 11:55 AM | 12:00 PM – 12:30 PM

1 CHATBOTS

Leverage Bots for Human Interaction Optimization

Ashley Welch Director of Service Lola

· Allow bots to improve the information efficiencies

· How to continuously improve your chatbot solution

2 OMNICHANNEL

Delivering World-Class Channels through Connected Channels

Gregory Hill Assisted Service Design Lead Lyft

· Curate omnichannel strategy based on VOC data

· Identifying and implementing the right technology platforms

3 REMOTE AGENTS

Manage the Transformation from Traditional to Virtual Workspace

Reid London Managing Director of Operations American Cancer Society

· Develop the strategy and toolkits need to move agents from physical to virtual workspace

· Optimize workforce management to retain top talent and grow geographically

4 CX AUTOMATION

Optimize Response Time in the Customer’s Channel of Choice with AI

Chris Hoffman Head of Customer Care Helix

· Address steps to creation of automation in customers most frequent channels

· Manage workflow and employee engagement with changes in technology

5 CUSTOMER INTENT

How to Develop a Model to Action Contact Propensity Analytics

Shannon Martin Senior Director, Global Customer Experience Operations HomeAway

· Connect contact propensity to product usability

· Integrate predictive analysis into customer interactions

6 PERSONALIZATION

How to Connect Data and AI for Personalized Touch Points

Samuel Carrington Help & Service Design Manager Lyft

· The power of pairing customer data and machine learning technology

· Where to start when integrating personalization into an existing end-to-end experience

7 CUSTOMER LOYALTY

Leverage CX Products and Content to Drive Loyalty

· Products as a third CX pillar to complement operations and services

· Take products to the next local through localization

8 PROACTIVEENGAGEMENT

How to Leverage Data to Shape Customer Conversations

· Recommend solutions before the customer encounters a pain point to enhance loyalty

· Segment customers to fit proactive outreach to specific genres of need

TIME BLOCK A: IDGs


NEW & IMPROVED!








12:30 PM NETWORKING LUNCH IN THE EXPO HALL

1:30 PM MARKETING + CX KEYNOTE: Driving Customer Lifetime Value: Understanding the Collaboration of CX to Drive Value

Tuck Ross SVP, Product and Consumer Marketing Synchrony

As both customers and channels evolve, understanding and optimizing the lifetime value of your customer base is key to loyalty and sustainability in today’s experience economy. From retail to financial services, Tuck brings marketing experience from a variety of industries with the underlying theme of customer lifetime value as a key success driver:

· Collaboration and communication across siloes to deliver seamless experience

· View customer care as a vehicle for value and growth

· Create comfort in non-absolutes native to emerging digital experiences

· Resource marketing touchpoints as direct consumer contact points

· Educate and leverage customer-facing teams on brand messaging and promotions

2:00 PM NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour

We’re starting happy hour early! Each CCW networking break is packed with fun and engaging opportunities to make the most of your experience.

SPONSORED SIGNATURE COCKTAILS CCW DIGITAL LIVE PODCAST INTERVIEWS

BRILLIANCE CLINICS








TIME BLOCK B: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSOn Thursday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block A (AM) or B (PM).

If attendees choose to join IDGs in Time Block A (AM), then they will attend track sessions during Time Block B (PM). Conversely, if attendees choose to join IDGs in Time Block B (PM), then they will attend track sessions during Time Block A (AM).





3:25 PM - 3:30 PM


3:30 PM -

4:00 PM

ADT’s Well-Oiled Customer Care Machine: People, Process and Technology in Tandem

Dilesh Bansal Senior Director, Customer Care Strategy and Analytics ADT

· How to develop an open dialogue across people, process, and technology

· Tie analytics to coaching for improved agent performance

· Synergies needed between workforce management, quality, and CX

How to Gain Executive Buy-In for Experience Design

Alison Lichentstein Director, Customer Experience Design Dow Jones

· 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

Creating Your Dream Contact Center Workforce

· Best practices in recruitment to match your contact center culture

· How to retain your dream workforce with L&D as the foundation

· Growing and developing a customer-centric mindset

TIME BLOCK B: TRACKS









4:05 PM - 4:35 PM

Elevating Employee Engagement: Happy Workers Mean Happy Customers

Brian Carlson Senior Director, Patient Experience Vanderbilt University Medical Center

· The role of internal and external credos

· How to constantly educate and reinforce your brand promise

· Build an accountability matrix around employee engagement

Selling CX Value: Storytelling Journeys to Influence Customer-Centric Transformation

Valerie Egen VP, Global Customer Engagement Subway

· How to influence all stakeholders to embrace CX initiatives

· Increase customer feedback visibility across the organization

· Make cross-functional business decisions leveraging customer feedback

Build a Contact Center Start, Stop, Continue Action Plan

· Interactive sessions in simulated customer issues across service channels

· Leverage scenario-based exercise to identify key behaviors that need to be stopped

· How to integrate takeaways into your onboarding program

4:40 PM - 5:10 PM

What Is Your Customer Experience Mission?

Jeannie Walters CEO & Chief Customer Experience Investigator 360Connext

· The unrealized power of a mission

· Best practices in creating a mission that will move your customer function forward

· Tying the mission back to the service you wish to deliver

A Unified Vision of Success: Nuances of Managing Multiple Global Contact Center Operations

Vijay Thacker Managing Director, Customer Service Operations Evolent Health

· Create centralized center for managing metrics

· Understand the nuances of individual challenges per each contact center

· Unite vision of goals, priorities, and metrics to all leaders

CCW University Panel: Career Pathing to Contact Center Leadership

· CCWU leaders convene to discuss best practices in becoming the leader your contact center needs

· Discussion of different career opportunities in customer contact

· How can the contact center be a foundation for a variety of exciting opportunities

TIME BLOCK B: TRACKS







Time Slots: 3:30 PM – 4:00 PM | 4:05 PM – 4:35 PM | 4:40 PM – 5:10 PM

1 CHATBOTS

Leverage Bots for Human Interaction Optimization

Ashley Welch Director of Service Lola

· Allow bots to improve the information efficiencies

· How to continuously improve your chatbot solution

2 OMNICHANNEL

Delivering World-Class Channels through Connected Channels

Gregory Hill Assisted Service Design Lead Lyft

· Curate omnichannel strategy based on VOC data

· Identifying and implementing the right technology platforms

3 REMOTE AGENTS

Manage the Transformation from Traditional to Virtual Workspace

Reid London Managing Director of Operations American Cancer Society

· Develop the strategy and toolkits need to move agents from physical to virtual workspace

· Optimize workforce management to retain top talent and grow geographically

4 CX AUTOMATION

Optimize Response Time in the Customer’s Channel of Choice with AI


· Address steps to creation of automation in customers most frequent channels

· Manage workflow and employee engagement with changes in technology

5 CUSTOMER INTENT

How to Develop a Model to Action Contact Propensity Analytics

Shannon Martin Senior Director, Global Customer Experience Operations HomeAway

· Connect contact propensity to product usability

· Integrate predictive analysis into customer interactions

6 PERSONALIZATION

How to Connect Data and AI for Personalized Touch Points

Samuel Carrington Help & Service Design Manager Lyft

· The power of pairing customer data and machine learning technology

· Where to start when integrating personalization into an existing end-to-end experience

7 CUSTOMER LOYALTY

Leverage CX Products and Content to Drive Loyalty

· Products as a third CX pillar to complement operations and services

· Take products to the next local through localization

8 PROACTIVEENGAGEMENT

How to Leverage Data to Shape Customer Conversations

· Recommend solutions before the customer encounters a pain point to enhance loyalty

· Segment customers to fit proactive outreach to specific genres of need

TIME BLOCK B: IDGs









5:15 PM METRICS KEYNOTE: RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance

Jared Benesh Executive Director, Contact Center Technology/Product Strategy Quicken Loans

Contact center operations require a humanized approach to drive metrics indicative of truly world-class service. However, we oftentimes focus solely on success metrics, overlooking the human nature of agent-customer interaction. Jared’s extensive experience in contact center technology forms the foundation of his patented behavioral coaching methodology that measures the behaviors that enable successful customer interactions. Jared will address:

· How to stop playing “Whack-A-Metric” with agents and drive successful behaviors

· Establish the cultural buy-in to leverage coaching as a tool for success

· Evolve beyond “carrot and stick” to behavior-focused motivations

5:45 PM 20th Anniversary Cocktail Reception

CELEBRATING 20 YEARS!







DAY 4: MAIN CONFERENCE & EXPO Friday, January 18

7:00 AM Check-In

7:10 AM CCWomen Breakfast (RSVP Required)

CCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. Together, we raise the profile of women in customer contact, pursuing success together, developing new skills, and learning the value and power of our community. Join fellow women in customer contact to connect and network.

8:00 AM OPENING REMARKS


Becky Ploeger VP Sales & Service Strategy USAA

John Pompei Head of Player Experience Operations Electronic Arts

8:20 AM HOLISTIC CX PANEL: Bridge the Siloes of Experience Design and Delivery

Valerie Egen VP, Global Customer Engagement Subway

Natalie Higgins SVP, CX Channels & Segments Citizens Bank

Michael Kadel COO Santa Clara Federal Credit Union

Cory Kreeck VP, Organization Development Beach Body

Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types. This panel 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.

9:20 AM NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program

“ MEET THE CUSTOMER” PROGRAM The “Meet the Customer” program networking break provides you with a chance to meet customers of solution providers at their respective booths. Even deeper than a demo, hear case studies and anecdotes directly from customers.

CCW DIGITAL LIVE PODCAST INTERVIEWS

BRILLIANCE CLINICS

Heidi Munc AVP, User Experience Nationwide Insurance







TIME BLOCK C: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSFor Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM).

If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).





10:45 AM - 10:50 AM


10:50 AM - 11:20 AM

Metrics at the Intersection of Technology & People: How to Drive Measurable Success


· Measure meaningful metrics as customer experience evolves at the speed of technology

· Sustain organizational culture with growth

· Establish a scalable structure to maintain customer success

GROWTH PANEL: How to Scale Customer Experience Operations

Marty Kaufman VP of Customer Experience WeddingWire

Alexis Pena Director of Customer Experience Soludos

Lauren Romeo Director of Customer Experience Boll & Branch

· How a CoE can help define what is global and what is local

· When expanding, how do you scale people, process and technology in unison

· How can you scale without increasing headcount

Map Your Career and Arrive On Schedule

Cory Kreeck VP, Organization Development Beach Body

· Practical insight on how to earn internal promotions while preparing yourself for your next role

· CX leaders are uniquely are qualified for promotion in every business channel

· Talk about your next promotion

TIME BLOCK C: TRACKS









11:25 AM - 11:55 AM

Employee Brand Engagement: Employees as Your Most Valuable Customers

Alexis Smith Former Director of Employer Branding & Digital, North America Anheuser-Busch

· 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

Finding the Right Outsourced Partner to Support an Exponentially Growing Customer Base

Jake Petersen VP, Customer Experience MoviePass

· Key considerations to identifying an outsourcing partner that fits your organization

· How to reduce customer effort in tandem with partners amidst rapid growth

· Best practices in which lines of business are the best candidates for outsourcing

Developing the Next Generation: Postmates’ New Take on Leadership Development

Donna Drehmann Director of Customer Experience & Training Postmates

· PODS leadership development training to achieve SMART goals

· Utilizing and applying Lominger Competencies to equip your leaders for success

· Tools and solutions for your agents to handle stressful situations and deliver quality experiences

12:00 PM - 12:30 PM

Next Generation Member Centricity: Activate Members for Self Empowerment

Deb DeNure Associate Director, Sales Learning and Performance Humana

· Enable digital channels to embrace proactive health over reacting to illness

· Break down silos to create synergies across all customer facing divisions

· Leverage contact center technology to personalize customer care

Cultural Transformation + Digital Transformation: How to Get Executive Leadership in Cadence with Customer Contact Strategy

Jared Benesh Executive Director, Contact Center Technology/Product Strategy Quicken Loans

· Shift cultural norms to understand the necessity of technology to catalyze success

· Understand motivations of senior leadership to drive engagement at all levels

· Technology is not “optional” and drives the results rather than the “why”

Mastering Change Management: From Spreadsheets to Salesforce

James Kowalczyk Senior Director, Patient Admission Services Fresenius Medical Care

· Manage technology expectations when shifting to new systems

· Sell the vision of improved process to employees to foster engagement

· Provide visibility behind reasons for change to build trust

TIME BLOCK C: TRACKS









Time Slots: 10:50 AM - 11:20 AM | 11:25 AM - 11:55 AM | 12:00 PM - 12:30 PM

9 CUSTOMER JOURNEYMAPPING

Best Practices in Journey Mapping Inclusive of All Stakeholders

Alison Lichtenstein Director, Customer Experience Design Dow Jones

· Take a top down approach to journey mapping to expedite understanding

· Zoom into granular journey layers to draw out actionable insights

10 ACTIONABLEANALYTICS

Speech Analytics: Metrics Built to Enhance Individual Agent Performance


· Identify improvement opportunities down to the agent level

· Analyze individual performance to provide supervisors visibility in large teams

11 INTELLIGENT ROUTING

Leverage IVR to Optimize Cross-Channel Experience in the Self Service Economy

· Map the impact of IVR across service functions

· Create complete customer view with intelligent IVR from help center to desktop

12 VOICE OF THECUSTOMER

Capturing Customer Journeys Through Service Blueprinting

· How service blueprinting can bridge VOC and the internal organization

· Mitigate pain points with VOC data, blueprints and six sigma methods

13 DESIGN THINKINGFOR CX

Using Human Centered Design to Improve Business

Lori Cobb VP, Customer Solutions Cummins Inc.

· Teach people to interact with customers at their core

· Link customer empathy with usability of services

14 AGENT PERFORMANCE

Empower Agents Through Experience Engineering · How can you get agents comfortable

with building customer experiences

· Four-phase training module around experience engineering

15 LEARNING &DEVELOPMENT

How to Train Brand Voice in the Contact Center

Lora Ann Lutts Young Manager, Call Center Training and Quality Assurance Kroger

· How to develop agents to be brand ambassadors through every customer interaction

· How to manage training requirements across a myriad of customer support functions including outsourcing partners

Hosted by:

16 SELF SERVICE

How to Build and Implement a New Self Service Solution

Lisa Griffin VP, Patient Access Vanderbilt University Medical Center

· Understand the needs and requirements for a self service technology

· Partnerships and training required for successful implementation

TIME BLOCK C: IDGs

12:30 PM Networking Lunch in the Expo Hall







TIME BLOCK D: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSFor Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM).

If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).





1:25 PM - 1:30 PM


1:30 PM - 2:00 PM

CX + EX: Designing Customer Experiences to Optimize Employee Efficiency

Nate Brown Director of Customer Experience UL EHS Sustainability

· Transform employees into a VOC your voice of the customer engine

· Seamlessly Integrate feedback from agents into product improvements

· Manage the transforming customer service roles evolution in today’s experience economy

Safety First: How to Integrate “Trust & Safety” into Your Existing Customer Care Model

Donna Drehmann Director of Customer Experience & Training Postmates

· Why trust and safety are crucial to your customer’s experience and brand trust

· Understand key competencies in which to recruit and set Trust & Safety agents up for success

· Tactics of development and implementation of a Trust & Safety function

The In’s and Out’s of Contact Center and CX Technology Selection

Anil Ravula Staff VP Anthem

· Leading and managing value-based partner selection

· Navigate the complex vendor landscapes with crafted criteria

· Enable team members to contribute to technology evaluation specific to their architecture

TIME BLOCK D: TRACKS








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2:05 PM - 2:35 PM

How to Raise the Bar on Agent Retention

Leigh Roach Customer Service Manager Johnston & Murphy

· The secret behind Johnston & Murphy’s 90% retention rate

· Critical items to keep employees happy

· How recruitment and onboarding ties forms the retention foundation

Influencing Behaviors: Customizing KPI’s that Incentivize Desired Outcomes

· A unique model for custom-built KPI’s by specific customer function role

· How to balance quality and productivity

· Maintain a “scrappy” environment to pivot metrics quickly

From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operations

Anthony Weinberg VP of Call Center Operations Dream Center Education Holdings

· Address best practices for setting up new contact center operations

· How to achieve both quantity and quality metrics

· Create scalable models to support future growth

2:40 PM - 3:10 PM

Adding a New Channel: Manage the End-to-End Process of Channel Adoption

Derek Johnson VP, Customer Experience Chamberlain Group, Inc.

· Streamline customer interactions by adding a new channel

· Advance customer channels and associated training correlated with updated product offerings

· Case study of Chamberlain’s adoption of a new chat channel

The Customer Success Manager: Focus on CX to Drive Recurring Revenue

Kris Crichton VP, Sales & Account Management Equifax

· Narrow feedback loops between product and sales teams

· Remove siloes across units with consistent VOC collection methods

· Build a centralized organizational structure for customer success

Build Brand Identity with Customer Empathy at the Core

· Prioritize personalization and intimacy with customers

· Build up a human-centered design skillset

· Establish a cultural foundation reflective of your brand mission

TIME BLOCK D: TRACKS








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Time Slots: 1:30 PM – 2:00 PM | 2:05 PM – 2:35 PM | 2:40 PM – 3:10 PM

9 CUSTOMER JOURNEY MAPPING

Best Practices in Journey Mapping Inclusive of All Stakeholders

Alison Lichtenstein Director, Customer Experience Design Dow Jones

· Take a top down approach to journey mapping to expedite understanding

· Zoom into granular journey layers to draw out actionable insights

10 ACTIONABLE ANALYTICS

Speech Analytics: Metrics Built to Enhance Individual Agent Performance


· Identify improvement opportunities down to the agent level

· Analyze individual performance to provide supervisors visibility in large teams

11 INTELLIGENT ROUTING

Leverage IVR to Optimize Cross-Channel Experience in the Self Service Economy

· Map the impact of IVR across service functions

· Create complete customer view with intelligent IVR from help center to desktop

12 VOICE OF THE CUSTOMER

Capturing Customer Journeys Through Service Blueprinting

· How service blueprinting can bridge VOC and the internal organization

· Mitigate pain points with VOC data, blueprints and six sigma methods

13 DESIGN THINKING FOR CX

Using Human Centered Design to Improve Business

Lori Cobb VP, Customer Solutions Cummins Inc.

· Teach people to interact with customers at their core

· Link customer empathy with usability of services

14 AGENT PERFORMANCE

Empower Agents Through Experience Engineering · How can you get agents comfortable

with building customer experiences

· Four-phase training module around experience engineering

15 LEARNING & DEVELOPMENT

How to Train Brand Voice in the Contact Center

Lora Ann Lutts Young Manager, Call Center Training and Quality Assurance Kroger

· How to develop agents to be brand ambassadors through every customer interaction

· How to manage training requirements across a myriad of customer support functions including outsourcing partners

Hosted by:

16 SELF SERVICE

How to Build and Implement a New Self Service Solution

Lisa Griffin VP, Patient Access Vanderbilt University Medical Center

· Understand the needs and requirements for a self service technology

· Partnerships and training required for successful implementation

TIME BLOCK D: IDGs







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3:15 PM NETWORKING BREAK IN THE EXPO HALL: Demo Drive and “Meet the Customer” Program Prize Drawing

PRIZE DRAWINGS The final networking break is a chance for you to win big and take some exciting prizes back! Make sure to complete your demo drive card, drop it off at the CCW Digital Lounge by 2:00 PM. Prize drawings will begin at 3:15 PM at the CCW Digital Lounge.

CCW DIGITAL LIVE PODCAST INTERVIEWS

BRILLIANCE CLINICS

3:45 PM CULTURE KEYNOTE: Permeating Culture: How to Streamline and Evangelize Culture When Geographically Dispersed

Kendal Jolly Managing Director, Culture and Brand Awareness Toll Brothers

Geographically dispersed organizations face challenges driving employees to speak with a unified brand voice, empower teams for growth and development, and function with the same core values regardless of location. Incorporating his extensive experience from the Disney Institute, Kendal’s work at Toll Brothers begins with strengthening their core value foundation and evangelizing “One Toll” as the singular brand voice. In this dynamic keynote, Kendal will showcase how to:

· Engage senior leadership to empower employees, not just manage

· Design processes to empower decision makers to take ownership of culture

· Drive effective decision making while maintaining entrepreneurial ethos

· Align geographically dispersed teams to embrace core values

4:15 PM CCW Nashville Concludes

We hope to see you in Las Vegas, June 24-28, as we continue our 20th Anniversary celebration.







Documents

BUILD YOUR CCW PROGRAM - ASDEventsCustomer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys