Day One: Technology & Innovation Focus Day: Tuesday, October 9, 2018

8:30 am - 8:45 am Check-in

8:45 am - 9:15 am CCW DIGITAL FEATURE: Customer Contact Market Study Brief

Brian Cantor - Director & Principal Analyst Customer Contact Week
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 kicks off our inaugural Technology & Innovation Focus Day with the key trends, findings and priorities of the customer contact industry through the CCW Digital 2018 Market Study.
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Brian Cantor

Director & Principal Analyst
Customer Contact Week

What do you do when you are receiving harsh feedback from your customers in terms of channel offerings and response times? Involve them in co-creating the solution that best fits their needs. Dun & Bradstreet leveraged the power of humancentered design and design thinking methods through a cross-fucntional design sprint to develop a strong, self service tool with the customer at the center of the solution. Hear from Kathleen Antinello, Dun & Bradstreet’s Head of Customer Service & Technical Support, about how an organization with a 150+ year history has sought to reinvent service experience delivery.
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Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

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Kathleen Attinello

Head of Enterprise Customer Service and Technical Support
Dun & Bradstreet

10:00 am - 10:30 am Morning Networking Break

10:30 am - 11:15 am PROJECT ANALYSIS: Implementing an AI-Powered Chat Solution

Mario Matulich - Executive Director Customer Contact Week
Laura Marciano - Head of Customer Experience, Live Vimeo
Aritifical Inteligence can transform IVR and basic chatbot functionality into a powerful tool for customer engagement. Vimeo’s Laura Marciano spearheaded a return management system that is completely automated. The chat functionality associated with the new system has taken their customer engagement to a whole new level enabled by the power of artificial intelligence. Hear Laura’s journey in chat solution implementation and some of her best practices for leveraging technology for enhanced customer value.
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Mario Matulich

Executive Director
Customer Contact Week

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Laura Marciano

Head of Customer Experience, Live
Vimeo

11:15 am - 12:00 pm PROJECT ANALYSIS: Building out a VOC Platform with Actionable Analytics

Max Ribitzky - Head of Commercial Research Customer Contact Week
Voice of Customer data is always helpful to better understand customer needs, pain points and opportunities for improvement. But have you been able to aggregate and consolidate all of this customer data in a meaningful way? How do you know without a shadow of a doubt that the changes you make to customer touch points are the best investment of time and resources? In this session, hear a case study of successful VOC dashboard implementation and how one organization in particular has transformed those insights into meaningful CX optimization.
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Max Ribitzky

Head of Commercial Research
Customer Contact Week

12:00 pm - 12:45 pm PROJECT ANALYSIS: Customer Journey Mapping Special Report Leader Findings

Brian Cantor - Director & Principal Analyst Customer Contact Week
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. CCW Digital’s 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
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Brian Cantor

Director & Principal Analyst
Customer Contact Week

12:45 pm - 1:30 pm Networking Lunch

1:30 pm - 2:15 pm PROJECT ANALYSIS: Integrating CRM and Knowledge Base for Optimized Employee Engagement

Mario Matulich - Executive Director Customer Contact Week
Disparate technology systems continue to be one of the biggest challenges preventing employees from delivering world class service with speed and efficiency. Morever, troublesome technology is one of the leading pain points in employee journeys. In this session, hear a case study of one specific technology integration project, specifically blending a CRM system with the orgnaiztaional knowledge management solution. Learn how to overcome challenges in integration implementation and the next steps for how to retrain employees on newly integrated systems quickly.
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Mario Matulich

Executive Director
Customer Contact Week

2:15 pm - 3:00 pm PROJECT ANALYSIS: Workforce Management Processes to Support the Intelligent Workforce

Max Ribitzky - Head of Commercial Research Customer Contact Week
So you’ve been able to deliver your agents with the training, insight and capabilities to provide customers with frictionless, personalized experiences. You’ve cultivated a team of empowered, agile agents who can meaningfully connect with customers at all touch points. But what happens when your workforce management processes don’t match the needs of your dynamic workforce? This session explores some of the key workforce management technology and process concerns congruent to the modern agent.
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Max Ribitzky

Head of Commercial Research
Customer Contact Week

3:00 pm - 3:30 pm Afternoon Networking Break

An understanding of existing customer journeys, moments of truth, and pain points are crucial before you can optimize customer strategy.  If you’ve never mapped your customer’s journeys, where do you start?  In this session, Eric Bruce of the Minneapolis Institute of Art shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process.  Learn from successes, pitfalls, and building customer personas based on journey trends.
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Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

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Eric Bruce

Head of Visitor Experience
Minneapolis Institute of Art

4:15 pm - 5:00 pm CCW DIGITAL FEATURE: Customer Intent Special Report Leader Findings

Brian Cantor - Director & Principal Analyst Customer Contact Week
Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point. There’s a simple key to delivering this superior experience: understanding customer intent. CCW Digital’s Special Report on Customer Intent uncovers:

  • 5 questions that reveal customer intent
  • 7 ways to use intent to radically improve the customer experience
  • 7 best practices for getting started with intent-driven engagement
  • Examples of intent-driven engagement in travel, telecom, finance and retail
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Brian Cantor

Director & Principal Analyst
Customer Contact Week

5:00 pm - 5:30 pm Focus Day Concludes

5:30 pm - 5:30 pm Offsite Opening Reception