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 Experience Market Study Brief

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, kicks off our inaugural Technology & Innovation Focus Day with the key trends and findings from CCW Digital’s latest market study focused on customer experience.

9:15 am - 10:00 am PROJECT ANALYSIS: Integrate Design Thinking Competencies into Your Existing Operating Model

Brad Nichols - Global Customer Service Leader Dun & Bradstreet
Mario Matulich - Executive Director Customer Contact Week
Design Thinking, through not a “new” concept, is new to customer experience leaders and certainly new to legacy, enterprise organizations. Engaging stakeholders in the Design Thinking mindset can be an uphill challenge since the concept is disruptive to typical ways of working. Hear from Kathleen Antinello, Dun & Bradstreet’s Head of Customer Service & Technical Support, about how an organization with a 150+ year history has engaged stakeholders and begun to integrate the Design Thinking mindset into their operating model.
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Brad Nichols

Global Customer Service Leader
Dun & Bradstreet

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Mario Matulich

Executive Director
Customer Contact Week

10:00 am - 10:45 am Morning Networking Break

10:45 am - 11:30 am PROJECT ANALYSIS: The Nuances of Managing “Non-Voice Operations” in the Contact Center

Nicole Anderson - Sr. Manager, Guest Assistance Hilton
Michael DeJager - Principal Analyst & Divisional Director Customer Contact Week
As the traditional call center evolved to become a contact center, including many channels besides voice, new customer contact models and metrics had to be developed in order to keep pace.  Ever enterprise seems to take a unique approach to how these metrics are managed and how voice and non-voice customer interactions allocated.  At Hilton, Nicole Anderson manages a variety of teams, one being a “Non-Voice Operations” team whose sole mission is to response to customers’ email and chat communications.  In addition to new cases that have been opened via email and chat, the non-voice team also assumes many other support duties with loyalty partners and the hotels themselves.  Hear from Nicole as she shares more about this “non-voice” operational model.
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Nicole Anderson

Sr. Manager, Guest Assistance
Hilton

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Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

11:30 am - 12:15 pm CCW DIGITAL FEATURE: Customer Journey Mapping

Brian Cantor - Principal Analyst & CCW Digital Director 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

Principal Analyst & CCW Digital Director
Customer Contact Week

12:15 pm - 1:15 pm Networking Lunch

Disparate technology systems continue to be one of the biggest challenges preventing employees from delivering world class service with speed and efficiency. Moreover, troublesome technology is one of the leading pain points in employee journeys. In this session, hear how Trevonda Kelly was able to the NYC Department of Education’s CRM system with their organizational 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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Trevonda Kelly

Executive Director of Customer Service and Operations
NYC Department of Education

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Sandy Ko

Research Development Analyst & Conference Director
Customer Contact Week

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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Eric Bruce

Head of Visitor Experience
Minneapolis Institute of Art

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Michael DeJager

Principal Analyst & Divisional Director
Customer Contact Week

2:45 pm - 3:30 pm Afternoon Networking Break

3:30 pm - 4:00 pm CCW DIGITAL PRESENTS: Frictionless, Personalized, Predictive, Proactive. The FP3 Experience.

Brian Cantor - Principal Analyst & CCW Digital Director Customer Contact Week
Customers know what they want. More importantly, they know that in the age of customer centricity, they do not have to compromise on that demand. If you cannot deliver it, someone else will. They want the “FP3 Experience”… and engagement journey that is frictionless, personalized, predictive and proactive. Delivering that type of experience is certainly challenging, but it is very possible. In fact, it actually benefits your organization to focus on FP3. This new special report reveals how to conquer those challenges and attain those benefits. CCW Digital’s Special Report on FP3 Experience uncovers:

  • Four issues that increase effort for customers and agents
  • Practical tips for creating a more personalized experience
  • Steps to better predicting customer intent and behavior
  • Crucial factors that impact proactive engagement
  • Ways to build an “FP3 culture” within your contact center
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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

4:00 pm - 4:45 pm Focus Day Concludes

5:30 pm - 6:00 pm New Attendee Orientation

6:00 pm - 6:00 pm Offsite Welcome Reception