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
8:10 am - 8:50 am KEYNOTE PANEL: Organizational Culture - Your Key to Customer SuccessMonica Marquez - Global Head of Community Advisory Google
Oris Stuart - Chief Diversity and Inclusion Officer National Basketball Association (NBA)
Kelli Barabasz - VP of Customer Care National Notary Association
Jocelyn Hall - Director Global Customer Operations StubHub
Jovana Teodorovic - Head of People and Culture Rover.com
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.
Monica MarquezGlobal Head of Community Advisory
Oris StuartChief Diversity and Inclusion Officer
National Basketball Association (NBA)
Kelli BarabaszVP of Customer Care
National Notary Association
Jocelyn HallDirector Global Customer Operations
8:50 am - 9:20 am CUSTOMER-CENTRIC KEYNOTE: Electronic Arts’ “Player First” StrategyBlake 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.
Blake JorgensenCOO and CFO
Electronic Arts (EA)
9:20 am - 9:50 am TRANSFORMATIONAL KEYNOTE: Evolving the Customer Function from Reactive to ProactivePaul 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.
Paul WallaceHead of Global Customer Success
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 111:00 am - 12:20 pm Optimizing Coaching Processes and Performance Management Chris Zenner - Director, Customer Contact Center Operations Pacific Gas and Electric
IDG 211:00 am - 12:20 pm Models for Empowering and Engaging Agent Training
IDG 311:00 am - 12:20 pm Building New Career Paths for your Customer Contact Workforce Blake Paige Yakatan - Director of Customer Experience Parachute Home
IDG 411:00 am - 12:20 pm Mastering the Nuances of Social Support Strategy David Johnston - Social Media Strategist Transportation Security Administration (TSA)
IDG 511:00 am - 12:20 pm Managing Customer Support Operations through an M&A Environment Laura Marciano - Head of Customer Experience, Live Vimeo
IDG 711:00 am - 12:20 pm Innovate Strategy and Operations through Customer Feedback Eric Bruce - Head of Visitor Experience Minneapolis Institute of Art
IDG 811:00 am - 12:20 pm Superior Customer Experience Starts with Employee Engagement
12:50 pm - 1:30 pm Networking Lunch in the Expo Hall
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/PROCESS2:00 pm - 2:10 pm Host’s Opening Remarks
PEOPLE/PROCESS2:10 pm - 2:40 pm Managing Through the Nuances of a Millennial Workforce Jovana Teodorovic - Head of People and Culture Rover.com
TECHNOLOGY2:00 pm - 2:10 pm Host’s Opening Remarks
TECHNOLOGY2:10 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
CCW EXECUTIVE CLUB2:00 pm - 2:10 pm Host’s Opening Remarks
CCW EXECUTIVE CLUB2:10 pm - 2:40 pm Enabling Operational Excellence through Creative Problem Solving Ron Safarik - VP Participant Services Fringe Benefit Group
2:40 pm - 2:45 pm 5 minute transition
PEOPLE/PROCESS2:45 pm - 3:15 pm Champion Networks: Next Generation Centers of Excellence Christina Crawford Kosmowski - Head of Customer Success SLACK
TECHNOLOGY2:45 pm - 3:15 pm How to Embrace Holistic Digital Innovation at Scale
CCW EXECUTIVE CLUB2:45 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 FirstSteve 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.
Steve GrycukChief Experience Officer