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

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

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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 - Chief Technology Officer, Customer Service & Support 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

Chief Technology Officer, Customer Service & Support
Microsoft

EXPO HALL OPENS

Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

BOOK SIGNING
Rise and Grind: Outperform, Outwork, and Outhustle Your Way to a More Successful and Rewarding Life
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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
Steve Beard - VP, Customer Experience The Zebra
Tony Medrano - CEO RapportBoost.AI
  • Models and methods for delivering all types of feedback, positive and negative
  • Rewards and recognition programs focused on both immediate and delayed gratification

Great agent feedback mechanisms can help:
  • Turn Your Contact Center into a Profit Center
  • Leverage new channels like chat & SMS that reduce cost
  • Drive agent performance, happiness and company culture
  • Enable coaching agents by your managers to be more objective, scalable and fun
  • Increase engagement by agents with feedback mechanisms so they increasingly self-manage & self-train


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Steve Beard

VP, Customer Experience
The Zebra

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Tony Medrano

CEO
RapportBoost.AI

IDG 2

11:00 am - 12:50 pm Toss the Call Scripts: Engage Agents and Customers with a Dynamic Knowledge Base
Shannon Burch - Market VP ATB Financial
Mitch Mason - Senior Offering Manager IBM Watson
  • Replace call scripts with a much more dynamic knowledge management solution
  • How effective knowledge management can become an empowerment tool


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Shannon Burch

Market VP
ATB Financial

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Mitch Mason

Senior Offering Manager
IBM Watson

IDG 3

11:00 am - 12:50 pm Delivering Speed and Efficiency Through a Remote Workforce
Gregg Dube - AVP, Servicing Personal Lines Nationwide Insurance
Claude Duncan - VP Sales and Promotion JAMPRO
  • Nuances of a hybrid workforce, building the infrastructure for remote workers
  • A training model, both in-person and virtual, for work from home employees


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Gregg Dube

AVP, Servicing Personal Lines
Nationwide Insurance

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Claude Duncan

VP Sales and Promotion
JAMPRO

STRATEGY

IDG 4

11:00 am - 12:50 pm Scaling Contact Center Operations: Making the Most of Both Busy and Slow Seasons
Trevonda Kelly - Executive Director of Customer Service and Operations NYC Department of Education
  • Key to scaling success including workforce management and redundancy planning
  • How to maximize customer engagement during slower call volumes
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Trevonda Kelly

Executive Director of Customer Service and Operations
NYC Department of Education

IDG 5

11:00 am - 12:50 pm Identifying the Omni-Channel Experiences Your Customers Crave
Scott Arrieta - Director of Client Experience and Head of Austin Office Stitch Fix
Zviki Ben Ishay - CEO Lightico
  • Systematic and strategic processes for determining the right channels in which to invest
  • How A/B testing can support channel exploration


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Scott Arrieta

Director of Client Experience and Head of Austin Office
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
Eric Bruce - Head of Visitor Experience Minneapolis Institute of Art
Michael Logan - Director, Technical Sales Genesys
  • Translating journeys and VOC insights into actionable steps for improved CX
  • How the Agile build, test, learn framework can serve as a catalyst for continuous improvement


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Eric Bruce

Head of Visitor Experience
Minneapolis Institute of Art

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Michael Logan

Director, Technical Sales
Genesys

INNOVATION

IDG 7

11:00 am - 12:50 pm Re-Platforming Your Infrastructure for True Omni-Channel Experience Delivery
John Pompei - Head of Player Experience Operations Electronic Arts (EA)
  • Building a strategy for omni-channel transformation
  • Bridging existing disparate platforms and technologies
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John Pompei

Head of Player Experience Operations
Electronic Arts (EA)

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
Sarah Smith - Enterprise Sales Director Five 9
  • Why organizations are underestimating the transformational power of their CRM
  • Methods, techniques and add-ons that can make CRM a true, enterprise-wide driver of culture


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Becky Ploeger

VP Sales and Service Strategy
USAA

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Sarah Smith

Enterprise Sales Director
Five 9

IDG 9

11:00 am - 12:50 pm Understanding and Leveraging Artificial Intelligence and Automation for CX
Joni Washington - VP, Call Center Director Fidelity Bank
Brian Gilman - VP, Product Marketing Vonage
  • Navigate the complex landscape of AI, RPA, IVR, natural language processing and beyond
  • Learn how industry leaders and your peers are using automation technologies today


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Joni Washington

VP, Call Center Director
Fidelity Bank

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Brian Gilman

VP, Product Marketing
Vonage

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
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 The Un-Contact Center: Reinvent the Typical Contact Center for Enhanced Agent Experience and Performance
Scott Arrieta - Director of Client Experience and Head of Austin Office Stitch Fix

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Scott Arrieta

Director of Client Experience and Head of Austin Office
Stitch Fix

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 Future-Proof Your Business with Cloud Communications
  • Cloud-based communications provides agility to tackle challenges and opportunities as they come as well as the ability to make meaningful connections with customers
  • Hear from a Vonage customer as they describe their experience of moving from a legacy systems for a cloud-based system
  • Identify advantages of cloud communications and the importance of future-proofing


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 How to Build an Enterprise CX Steering Committee
Scott Wilson - Customer Experience Principal FedEx
  • The value of cross-functional CX leadership, particularly in large enterprises
  • How a steering committee can guide localized market CX teams
  • CX as a tool to combat silo-ing
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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
  • How Dell identified a need for a greater focus on experience design and HCD
  • Building a case for an enterprise human-centered design resource as the CX heart
  • How HCD can serve as a catalyst to break down silos that are a barrier to CX
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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
  • How the National Notary Association is consolidating 19 disparate systems into 1 enterprise platform
  • Why change management is just as important as the technology itself
  • Prioritizing internal employee experience and platforms before you can deliver for the customer
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Kelli Barabasz

VP of Customer Care
National Notary Association

CCW EXECUTIVE CLUB

2:45 pm - 3:15 pm Blueprint for a Cutting Edge Supervisor Boot Camp
Chris Zenner - Director, Customer Contact Center Operations Pacific Gas and Electric
+ How to workforce manage to empower supervisors for success
+ Key tools and resources to include in a boot camp model
+ Since many supervisors were CSRs, how to develop critical management skills for supervisors
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Chris Zenner

Director, Customer Contact Center Operations
Pacific Gas and Electric

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
Nicole Anderson - Sr. Manager, Guest Assistance Hilton
  • Cultural transformation through breaking down culture as tenets and lead behaviors
  • Transforming executive escalations into customer anecdotes
  • The power of a partnership between customer anecdotes and insights
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Nicole Anderson

Sr. Manager, Guest Assistance
Hilton

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
  • Technology to understand customers touchpoints at a glance
  • How to monitor the health of customer and flag potential churn issues
  • Automation to empower customer success managers
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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
  • Why CSAT isn’t fair to agents and deserved an overhaul
  • Four new metrics to better serve the business and set agents up for success
  • Rewards structure around new metrics
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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

We’re starting happy hour early! Visit some of our sponsor booths, make some new connections and grab a drink before the final session of the day

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

BOOK SIGNING: Be Your Customer’s Hero
Adam Toporek book signing at CCW Digital Booth