Day Two: Main Conference And Expo: Wednesday, October 10, 2018

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

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Mario Matulich

Executive Director
Customer Contact Week

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Becky Ploeger

VP Sales and Service Strategy
USAA

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John Pompei

Head of Player Experience Operations
Electronic Arts (EA)

8:10 am - 9:10 am CCW SHARK KEYNOTE: Daymond John’s 5 Shark Points – Fundamentals for Success in Business and Life

Daymond John - Founder/CEO of FUBU, Presidential Ambassador for Global Entrepreneurship Star of ABC's Shark Tank and CEO of The Shark Group
Daymond John has been a phenomenally successful business person for over 25 years. Along his entrepreneurial journey, through his many successes as well as failures, he has learned a few things about getting the best out of business and life. He believes the keys to his success include establishing the right mindset and following a few fundamental principles, which he calls his five “S.H.A.R.K Points”. Get ready! Daymond John is going to share his unique goal-setting and achievement strategies, which will empower audience members to make positive changes in every aspect of their lives.


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Daymond John

Founder/CEO of FUBU, Presidential Ambassador for Global Entrepreneurship
Star of ABC's Shark Tank and CEO of The Shark Group

9:10 am - 9:50 am DIGITAL KEYNOTE: The Future of Support – Microsoft’s Journey Digitally Transforming Support Experience

Aileen Allkins - Corporate VP - Customer Service & Support Microsoft
Gabriele Masili - General Manager, Windows & Devices Group Support Business Unit Microsoft
Microsoft is a forerunner in leveraging the latest and greatest in technology to support their customers, often through developing their own technology stack and support mechanisms curated for customer needs. From self service technologies to artificial intelligence and automation, Microsoft’s service and support embraces the next generation technologies that both support employees and deliver world-class service to customers. This cooperative keynote address tells Microsoft support journey, how digital continues to change the game in customer service, and concludes with a look into the future of support experience.
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Aileen Allkins

Corporate VP - Customer Service & Support
Microsoft

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Gabriele Masili

General Manager, Windows & Devices Group Support Business Unit
Microsoft

EXPO HALL OPENS


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Daymond John

Founder/CEO of FUBU, Presidential Ambassador for Global Entrepreneurship
Star of ABC's Shark Tank and CEO of The Shark Group


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 - 12:50 pm AGENT FEEDBACK DELIVERY: Building Feedback Mechanisms that Resonate

IDG 2

11:00 am - 12:50 pm Toss the Call Scripts and Put Empathy at the Heart of Experience

IDG 3

11:00 am - 12:50 pm Delivering Speed and Efficiency Through a Remote Workforce
Gregg Dube - AVP Nationwide
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Gregg Dube

AVP
Nationwide

STRATEGY

IDG 4

11:00 am - 12:50 pm Scaling Contact Center Operations: Making the Most of Both Busy and Slow Seasons

IDG 5

11:00 am - 12:50 pm Identifying the Omni-Channel Experiences Your Customers Crave
Scott Arrieta - Director of Client Experience Stitch Fix
Zviki Ben Ishay - CEO Lightico


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Scott Arrieta

Director of Client Experience
Stitch Fix

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Zviki Ben Ishay

CEO
Lightico

IDG 6

11:00 am - 12:50 pm Take Journey Mapping to the Next Level with Scaled Agile Framework
Sue Hoffman - AVP, Customer Experience Colonial Life
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Sue Hoffman

AVP, Customer Experience
Colonial Life

INNOVATION

IDG 7

11:00 am - 12:50 pm Re-Platforming Your Infrastructure for True Omni-Channel Experience Delivery
Divya Wakankar - Head of Communication Innovation and Next Generation Services Product Management BICS


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Divya Wakankar

Head of Communication Innovation and Next Generation Services Product Management
BICS

IDG 8

11:00 am - 12:50 pm Leveraging Enterprise CRM as a Catalyst for Cultural Transformation
Becky Ploeger - VP Sales and Service Strategy USAA
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Becky Ploeger

VP Sales and Service Strategy
USAA

IDG 9

11:00 am - 12:50 pm Understanding and Leveraging Artificial Intelligence and Automation for CX


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 track content!

PEOPLE/PROCESS

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

PEOPLE/PROCESS

2:10 pm - 2:40 pm Why “Wow-ing” Customers is Overrated
Chip Liebenow - Director of Customer Care The Home Depot

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Chip Liebenow

Director of Customer Care
The Home Depot

TECHNOLOGY

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

TECHNOLOGY

2:10 pm - 2:40 pm Future-Proof Your Business with Cloud Communications



CCW EXECUTIVE CLUB

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

CCW EXECUTIVE CLUB

2:10 pm - 2:40 pm How to Build an Enterprise CX Steering Committee
Scott Wilson - Customer Experience Principal FedEx

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Scott Wilson

Customer Experience Principal
FedEx

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

PEOPLE/PROCESS

2:45 pm - 3:15 pm How a Cross Functional HCD Organization Can Transform Enterprise CX
Deb Zell - Director of Customer and User Experience Dell

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Deb Zell

Director of Customer and User Experience
Dell

TECHNOLOGY

2:45 pm - 3:15 pm Do You Believe It’s Impossible to Build Your Own Enterprise CRM? Think Again…
Kelli Barabasz - VP of Customer Care National Notary Association

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Kelli Barabasz

VP of Customer Care
National Notary Association

CCW EXECUTIVE CLUB

2:45 pm - 3:15 pm Transforming NPS: 1-800 CONTACTS Keys to NPS Success
Jon Halvorsen - Contact Center Director 1-800 Contacts

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Jon Halvorsen

Contact Center Director
1-800 Contacts

3:15 pm - 3:20 pm 5 minute transition

PEOPLE/PROCESS

3:20 pm - 3:50 pm Embracing the Gray Space: Hilton’s Shift Toward a Purpose-Led Customer-Centric Culture
Kristy Myrick - Senior Director, Customer Care Hilton Worldwide
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Kristy Myrick

Senior Director, Customer Care
Hilton Worldwide

TECHNOLOGY

3:20 pm - 3:50 pm How Canopy Built a Technology Stack Leveraging Data and Intelligence for Customer Success
Josh Alvord - VP of Customer Success Canopy
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Josh Alvord

VP of Customer Success
Canopy

CCW EXECUTIVE CLUB

3:20 pm - 3:50 pm Striking CSAT: Reinventing Contact Center Metrics and Incentives
Chris Wardle - Head of Global Support Thumbtack
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Chris Wardle

Head of Global Support
Thumbtack

3:50 pm - 4:50 pm NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour

4:50 pm - 5:30 pm CCW INFLUENCER KEYNOTE: The Hassle-Free Experience—Paving the Path for Positive Customer Journeys

Adam Toporek - Founder Customers That Stick
Customer emotion has an outsized impact on customer experience, and hassle can be a significant source of negative emotion. By eliminating these frustrations from our customer’s journey, we open a path for positive emotions to define the customer experience, creating better memories and more loyal customers. This dynamic keynote will reveal a 3-part approach to making your customer’s experience hassle-free. You will learn to:

  • Understand customer hassle and why it’s more than just effort
  • Identify the hassles your customers face using a variety of sources
  • Eliminate hassles from your journey by focusing on five root causes

You will leave this keynote with actionable strategies for creating hassle-free customer experiences that you can put to work in your organization immediately.
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Adam Toporek

Founder
Customers That Stick

5:30 pm - 5:30 pm Networking Cocktail Reception in the Expo Hall