Day Three: Main Conference And Expo: Thursday, October 11, 2018

8:00 am - 8:10 am Host’s Opening Remarks

7:00 am - 8:00 am Check-in

A customer-centric culture is fundamental to success in customer contact, and culture is rooted in the people of the organization. Where culture starts at the top, at the end of the day, culture is about the people across the middle. Organizations that embrace inclusivity and leverage the strengths of a diverse culture have the strong foundation needed for CX longevity. This diverse panel tackles some of the key challenges associated with building teams and organizational culture that will set you up for success.
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Monica Marquez

Global Head of Community Advisory
Google

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Oris Stuart

Chief Diversity and Inclusion Officer
National Basketball Association (NBA)

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Kelli Barabasz

VP of Customer Care
National Notary Association

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Jocelyn Hall

Director Global Customer Operations
StubHub

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Jovana Teodorovic

Head of People and Culture
Rover.com

8:50 am - 9:20 am CUSTOMER-CENTRIC KEYNOTE: Electronic Arts’ “Player First” Strategy

Blake Jorgensen - COO and CFO Electronic Arts (EA)
Customer centricity doesn’t happen overnight. A customer-centric pivot requires commitment from all levels of the organization and across all silos, as the customer experience represents the culimation of all organizational touch points. For Electronic Arts, their customer-centric pivot culminated in their “Player First” strategy. This includes a commitment to not release a game until it is truly “great”, even if it takes more time than anticipated. Hear from Blake Jorgensen, EA’s COO and CFO, about the organization’s player first commitment and how this strategy has transformed the way they do business, from their player experience operations to their operating model.
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Blake Jorgensen

COO and CFO
Electronic Arts (EA)

9:20 am - 9:50 am TRANSFORMATIONAL KEYNOTE: Evolving the Customer Function from Reactive to Proactive

Paul Wallace - Head of Global Customer Success Halliburton
Halliburton is seeing sales, support and service converge as customers have more platforms in which to connect and to share experiences. Brands are defined by stories customers can share. Discover how to transform from a contact organization that’s a responsive function to one that prioritizes proactive service.
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Paul Wallace

Head of Global Customer Success
Halliburton

9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program

10:50 am - 11:00 am IDG Transition Time

INTERACTIVE DISCUSSION GROUPS (IDGs)

Upon registration, attendees have the opportunity to select three of the below topics. IDGs repeat 3 times with 10 minutes of transition time between each. Discussion groups are capped at 20 to ensure all attendees have the opportunity to truly engage in these small groups.

Select one IDG for each timeslot: 11:00 AM-11:30 AM | 11:40 AM-12:10 PM | 12:20 PM-12:50 PM

BACK TO BASIC

IDG 1

11:00 am - 12:20 pm Optimizing Coaching Processes and Performance Management
Chris Zenner - Director, Customer Contact Center Operations Pacific Gas and Electric
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Chris Zenner

Director, Customer Contact Center Operations
Pacific Gas and Electric

IDG 2

11:00 am - 12:20 pm Models for Empowering and Engaging Agent Training

IDG 3

11:00 am - 12:20 pm Building New Career Paths for your Customer Contact Workforce
Blake Paige Yakatan - Director of Customer Experience Parachute Home
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Blake Paige Yakatan

Director of Customer Experience
Parachute Home

STRATEGY

IDG 4

11:00 am - 12:20 pm Mastering the Nuances of Social Support Strategy
David Johnston - Social Media Strategist Transportation Security Administration (TSA)
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David Johnston

Social Media Strategist
Transportation Security Administration (TSA)

IDG 5

11:00 am - 12:20 pm Managing Customer Support Operations through an M&A Environment
Laura Marciano - Head of Customer Experience, Live Vimeo
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Laura Marciano

Head of Customer Experience, Live
Vimeo

IDG 6

11:00 am - 12:20 pm Bringing both Macro and Micro VOC Data to Life
Karen Walker - Director, Customer Care Anthem
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Karen Walker

Director, Customer Care
Anthem

INNOVATION

IDG 7

11:00 am - 12:20 pm Innovate Strategy and Operations through Customer Feedback
Eric Bruce - Head of Visitor Experience Minneapolis Institute of Art
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Eric Bruce

Head of Visitor Experience
Minneapolis Institute of Art

IDG 8

11:00 am - 12:20 pm Superior Customer Experience Starts with Employee Engagement

IDG 9

11:00 am - 12:20 pm Optimizing Systems to Transition between Self Service and Assisted Service


12:50 pm - 1:30 pm Networking Lunch in the Expo Hall

TRACK SESSIONS

People/Process and Technology tracks include practitioner presentations providing context for the foundational people, process and technology topics for customer contact success.
The CCW Executive Club is invitation only for VP-level and above customer contact executives and covers highly strategic topics. Attending as a group? Divide and conquer the CCW track content!

PEOPLE/PROCESS

2:00 pm - 2:10 pm Host’s Opening Remarks

PEOPLE/PROCESS

2:10 pm - 2:40 pm Managing Through the Nuances of a Millennial Workforce
Jovana Teodorovic - Head of People and Culture Rover.com
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Jovana Teodorovic

Head of People and Culture
Rover.com

TECHNOLOGY

2:00 pm - 2:10 pm Host’s Opening Remarks

TECHNOLOGY

2:10 pm - 2:40 pm How Canadian Pacific Railway Developed RPA Strategy for their Shared Service Center
Pam Arpin - AVP Customer & Corporate Services Canadian Pacific Railway
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Pam Arpin

AVP Customer & Corporate Services
Canadian Pacific Railway

CCW EXECUTIVE CLUB

2:00 pm - 2:10 pm Host’s Opening Remarks

CCW EXECUTIVE CLUB

2:10 pm - 2:40 pm Enabling Operational Excellence through Creative Problem Solving
Ron Safarik - VP Participant Services Fringe Benefit Group
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Ron Safarik

VP Participant Services
Fringe Benefit Group

2:40 pm - 2:45 pm 5 minute transition

PEOPLE/PROCESS

2:45 pm - 3:15 pm Champion Networks: Next Generation Centers of Excellence
Christina Crawford Kosmowski - Head of Customer Success SLACK
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Christina Crawford Kosmowski

Head of Customer Success
SLACK

TECHNOLOGY

2:45 pm - 3:15 pm How to Embrace Holistic Digital Innovation at Scale

CCW EXECUTIVE CLUB

2:45 pm - 3:15 pm A Proven 7-Step Strategy for Transforming Customer Experience

3:15 pm - 4:00 pm NETWORKING BREAK IN THE EXPO HALL: Demo Drive and “Meet the Customer” Program Prize Drawing

4:00 pm - 4:30 pm STRATEGY KEYNOTE: Delivering on Experience Strategy—How Dow Jones Transformed to CX-Centric and Data First

Steve Grycuk - Chief Experience Officer Dow Jones
Steve Grycuk curated the CX transformation strategy that has fundamentally shifted Dow Jones’ organization around the customer. The strategy’s four legs include global customer service (including experience design), market research and customer intelligence, customer data, and customer value. Join Steve as he walks you through the development and execution of Dow Jones’ transformation including the key milestones to a customer-centric culture and a data-first model.
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Steve Grycuk

Chief Experience Officer
Dow Jones

4:30 pm - 4:30 pm Main Conference Concludes