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

7:00 am - 7:50 am Check-in

7:10 am - 7:50 am CCWomen Breakfast (RSVP requried)



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

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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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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Monica Marquez

Global Head of Community Advisory
Google

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Jocelyn Hall

Director, Global Customer Operations
StubHub

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Mario Matulich

Executive Director
Customer Contact Week

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

Blake Jorgensen - Chief Operating Officer and Chief Financial Officer, 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 culmination 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

Chief Operating Officer and Chief Financial Officer
Electronic Arts (EA)

9:20 am - 9:50 am FIRESIDE CHAT: Agent Productivity vs Customer Satisfaction: What if you could have both?

Brad Nichols - Global Customer Service Leader, Dun & Bradstreet
Brian Cantor - Principal Analyst & CCW Digital Director, Customer Contact Week
Contact center leaders are constantly faced with the seemingly competing priorities of improving key Customer performance metrics (CSAT, NPS, Effort) and also raising agent productivity to keep costs in check. What if there was an area of opportunity that produced a Win-Win outcome on both sides? The ever growing complexity of systems and applications that agents need to do their jobs successfully is that rare opportunity.

In this interview, CCW Principal Analyst Brian Cantor speaks with Dun & Bradstreet’s Brad Nichols on how to think differently about leveraging CX tools in assessing the Agent Experience specifically as it relates to the complexity and proliferation of technology systems to drive gains in both productivity and the Customer’s Experience.

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Brad Nichols

Global Customer Service Leader
Dun & Bradstreet

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Brian Cantor

Principal Analyst & CCW Digital Director
Customer Contact Week

9:50 am - 10:50 am NETWORKING BREAK IN THE EXPO HALL: “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.
BOOK SIGNING: Delivering Customer Experience That Matters

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

  • Ensuring your organizational chart is in a place to effectively support coaching infrastructure
  • Boot camp format to set all supervisors up with the appropriate tools and resources


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Chris Zenner

Director, Customer Contact Center Operations
Pacific Gas and Electric

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Justin O'Brien

Sales Director
NICE inContact

IDG 2

11:00 am - 12:20 pm Models for Empowering and Engaging Agent Training
Shannon Burch - Market VP, ATB Financial
Zoe Meinecke - Director of Services, Lessonly
  • Finding the mix of classroom instruction, role playing, shadowing
  • Achieving the right mix of product/service specific instruction with critical soft skill and communications training


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Shannon Burch

Market VP
ATB Financial

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Zoe Meinecke

Director of Services
Lessonly

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
Mike Marrow - CEO, Qualfon
  • Conducting purposeful interviews to identify deeper purpose
  • Driving retention through flexibility and a desire to keep great people


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Blake Paige Yakatan

Director of Customer Experience
Parachute Home

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Mike Marrow

CEO
Qualfon

STRATEGY

  • Understanding and prioritizing various social channels based on customer demand
  • How does social support complement and integrate into other channels


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David Johnston

Social Media Strategist
Transportation Security Administration (TSA)

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Matt Holloway

Strategic Partnership Director
IMImobile

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Ajit Patankar

VP of Product Management
IMImobile

IDG 5

11:00 am - 12:50 pm Managing Customer Support Operations through an M&A Environment
Joni Washington - VP, Call Center Director, Fidelity Bank
  • Pacing integration through reinventing the customer journey map
  • Overcoming challenges in merging hardware, software, staff products, etc.
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Joni Washington

VP, Call Center Director
Fidelity Bank

IDG 6

11:00 am - 12:50 pm Bringing both Macro and Micro VOC Data to Life
Chad Toppass - Customer Experience Analytics, Nintendo
  • Best practices in consolidating VOC data into a dashboard meaningful for both micro and macro analysis
  • Translating VOC insights into tangible and actionable steps for improved CX
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Chad Toppass

Customer Experience Analytics
Nintendo

INNOVATION

IDG 7

11:00 am - 12:50 pm Innovate Strategy and Operations through Customer Feedback
Eric Bruce - Head of Visitor Experience, Minneapolis Institute of Art
  • Incorporate feedback in and out of the contact center into the overarching customer strategy
  • How to close the feedback loop with customers in a meaningful way
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Eric Bruce

Head of Visitor Experience
Minneapolis Institute of Art

IDG 8

11:00 am - 12:50 pm Superior Customer Experience Starts with Employee Engagement
Kyle Elkordy - Executive Director, Customer Service Team, TriNet
Greg Cummings - Global Channel Sales, NICE inContact
  • Methods and programs specific to the contact center that have proven to enhance employee engagement
  • Technologies that can help to support employee engagement


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Kyle Elkordy

Executive Director, Customer Service Team
TriNet

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Greg Cummings

Global Channel Sales
NICE inContact

IDG 9

11:00 am - 12:50 pm Optimizing Systems to Transition between Self Service and Assisted Service
Kay Phelps - Senior Manager, Contact Center Solutions, 8x8
  • Techniques for seamless bridging between self service and assisted service channels
  • AI and automation technologies that can help support service transitions


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Kay Phelps

Senior Manager, Contact Center Solutions
8x8

12:50 pm - 2:00 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

PEOPLE/PROCESS

2:00 pm - 2:10 pm Host’s Opening Remarks
Greg Cummings - Global Channel Sales, NICE inContact
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Greg Cummings

Global Channel Sales
NICE inContact

PEOPLE/PROCESS

2:10 pm - 2:40 pm How Community Advisory Can Impact EX and CX
Monica Marquez - Global Head of Community Advisory, Google
+ What is the business case for investing ina  community advisory function
+ Culture: understanding the macro-culture and micro-culture phenomenon, and how to shift mindsets
+ The many layers of diversity, and how Google Groups have leveraged diversity
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Monica Marquez

Global Head of Community Advisory
Google

TECHNOLOGY

2:00 pm - 2:10 pm Host’s Opening Remarks
Kay Phelps - Senior Manager, Contact Center Solutions, 8x8
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Kay Phelps

Senior Manager, Contact Center Solutions
8x8

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
  • Canadian Pacific’s unique shared services center bridging customer service, finance, operations support, and client
  • RPA strategy for the service center, and how that relates and integrates to the customer area
  • How co-location has supported RPA through a more focused lens
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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
Craig Downing - Sr. Director, Global Cloud Marketing & Demand Generation, Salesforce
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Craig Downing

Sr. Director, Global Cloud Marketing & Demand Generation
Salesforce

CCW EXECUTIVE CLUB

2:10 pm - 2:40 pm Enabling Operational Excellence through Creative Problem Solving
Ron Safarik - VP, Participant Services, Fringe Benefit Group
  • How to reframe challenges and uncage innovation potential
  • Focus on goals versus problems
  • Case examples of how creative problem solving methods have made significant impact in the customer function
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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
  • Slack’s journey taking centers of excellence to the next level with a more user-centric champions network
  • What can champion networks mean for your internal organization and, for B2B enterprises, for your customers
  • The power of influencers for longstanding customer engagement
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Christina Crawford Kosmowski

Head of Customer Success
SLACK

TECHNOLOGY

2:45 pm - 3:15 pm You Had Me at “Hello”: Using AI to Deliver the True Omnichannel Promise of Personalization, Persistence, and Context in Customer Care
Dan Fox - Senior Field Marketing Manager, interactions
+ Explore how to leverage advancements in artificial intelligence and machine learning to: -Create a true omnichannel experience, including persistence, across channels and provide a consistent brand experience that keeps customers coming back
+ See a live omnichannel demo
+ Review an IVA use case



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Dan Fox

Senior Field Marketing Manager
interactions

CCW EXECUTIVE CLUB

2:45 pm - 3:15 pm Nintendo’s 5 Pillar Voice of Customer Framework
Chad Toppass - Customer Experience Analytics, Nintendo
+ Learn the five distinct pieces of a multifaceted VOC program, from data collection to engagement
+ How automation can be leveraged as a tool to free up analysts and provide insights
+ Examples in effectively actioned insights
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Chad Toppass

Customer Experience Analytics
Nintendo

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

The final networking break is a chance for you to win big and take home some amazing prizes! Complete your demo drive card, drop it off at the CCW Digital Lounge by 2:40 PM. Prize drawings will begin at 3:20 PM at the CCW Digital Lounge.

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

Nick Varney - VP Customer Value and Engagement, 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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Nick Varney

VP Customer Value and Engagement
Dow Jones

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