Day 2: WORKSHOPS, SITE TOURS, AND CCW EXCELLENCE AWARDS
07:00 AM - 08:00 AM Registration to Workshops I, J & K
08:00 AM - 11:00 AM Artificial intelligence and Predictive Analytics for Personalized CXHarvey Livingston , Regional Vice President - OBTM-Web Center , AT&T Jim Iyoob, EVP of Customer Experience , Etech Global Services Kaylene Eckels, Chief Operating Officer, Etech Global Services
Artificial Intelligence is a natural fit for contact centers as it offers a solution for turning massive amounts of unstructured data into actionable, structured feedback for your contact center. Come and learn from some of the industry’s recognized thought leaders on how AI applications are able to reduce costs and efforts, all while improving Customer Experience and contact center efficiencies.
Harvey LivingstonRegional Vice President - OBTM-Web Center
Jim IyoobEVP of Customer Experience
Etech Global Services
Kaylene EckelsChief Operating Officer
Etech Global Services
08:00 AM - 11:00 AM It’s the Wheel of Fortune: Directed Gamification Based Incentive Programs!Denise Pullen, Head of Operations Design and Learning, Hyatt Darrin Briggs , President and CEO , Snowfly
Hear about a directed gamification based incentive approach to create, implement and manage effective incentive, recognition and reward programs. Find out how to improve Contact Center KPI’s including: call quality, adherence to schedule, average call time, sales conversions and survey scores.
Denise PullenHead of Operations Design and Learning
Darrin BriggsPresident and CEO
08:00 AM - 11:00 AM Digital Transformation Focused on the Customer JourneyMark Belcher, Vice President Operations, Client Services, and Business Development, SPi Global
This interactive workshop will focus on strategies
for building and managing digital content and the customer experience. Hear about end-to-end content solutions to increase customer lifecycle value.
Mark BelcherVice President Operations, Client Services, and Business Development
11:00 AM - 11:15 AM Registration to Workshops L, M & N (Boxed Lunch Served During Sessions)
11:15 AM - 2:15 PM Empower Your Team to Deliver Personalized Service across ChannelsStephen Bell, Senior Director of Product Marketing for Service Cloud, Salesforce , ,
Today’s connected customers expect service to be as instant and easy as their personal conversations. Discover strategies to empower employees to deliver mobile, conversational service to give your customers the best experience, every time.
Stephen BellSenior Director of Product Marketing for Service Cloud
11:15 AM - 2:15 PM Revolutionize CX with a Next Level QA FrameworkDerek Corcoran, Director , Scorebuddy Marc Francisque, North America Quality Assurance Manager, Airbnb
Airbnb are famed for the customer experience that they deliver. See how they have moved away from numeric scoring to a root-cause-analysis based approach to quality assessment. Airbnb are literally putting the customer at the forefront of their quality framework.This Case Study will provide food-for-thought on how best to take your organizations’ customer experience
to the next level.
Marc FrancisqueNorth America Quality Assurance Manager
11:15 AM - 2:15 PM Create a Culture of EngagementChris Mulligan, Founder and CEO, TalentKeepers
This workshop will open your eyes to new ways to approach engagement and retention for bottom line results. Learn proven strategies to reduce turnover and boost customer experience while igniting your
Chris MulliganFounder and CEO
AFTERNOON SITE TOURS
11:30 AM - 2:15 PM ZAPPOS TOUR EXPERIENCE AND KEYNOTE
Proudly Featuring A Keynote by Jon Wolske, Cultural Evangelist
AFTERNOON SITE TOURS
REGISTER NOW – EACH TOUR IS STRICTLY LIMITED TO 25 ATTENDEES!
Site Tour V
11:30 AM ZAPPOS
11:30 AM Registration & Boxed Lunch
12:00 PM Departure for Zappos
12:40 PM Visit the Zappos Gift Shop
1:00 PM Tour & Keynote Presentation
3:30 PM Return to The Mirage
Site Tour W
12:30 PM ZAPPOS
12:30 PM Registration & Boxed Lunch
1:00 PM Departure for Zappos
1:40 PM Visit the Zappos Gift Shop
2:00 PM Tour & Keynote Presentation
4:30 PM Return to The Mirage
2:15 PM - 2:30 PM Registration to Workshops O, P & Q
2:30 PM - 5:30 PM Service Delivery Optimization 2017: Tackling Your Biggest Challenges with Best PracticesRoger Lee, Principal Evangelist, WFO, OpenText
This fast-paced workshop was sold out in 2016, and the 2017 edition will include feedback and tips gathered from last year’s attendees to continue the discussion on process best practices in key operational areas. Improving service delivery is not a one-time effort—it must evolve to answer the ever-changing needs of your business and your customers. Join this important, lively workshop discussion to learn more about:
∙∙ Driving superior customer experience through improved employee engagement
∙∙ Collaborating with new parts of your organization to optimize service delivery
Roger LeePrincipal Evangelist, WFO
2:30 PM - 5:30 PM Differentiating Customer Experience in the Age of the Mobile ConsumerMatthew Clare, Product Manager, MiContact Center Solutions, Mitel
Customer experience is a key differentiator in today’s ultra-competitive environment and, more than ever, that experience is shaped and delivered through digital and mobile customer interactions. In this engaging workshop, learn how today’s mobile consumer, the Cloud, messaging applications, the Internet of Things, analytics, and chatbots are driving change, and how you can leverage these emerging technologies to adapt and rise above your competitors.
Matthew ClareProduct Manager, MiContact Center Solutions
2:30 PM - 5:30 PM Integrate VOC Programs into your Customer Journey Mapping - Gain Deeper Insight About Customer InteractionsRyan Patin, Solutions Consultant, Oracle
Hear about strategies for developing customer journey maps to align internal teams around creating innovative new customer experiences. Hear about best practices including: collecting customer feedback, implementing a VoC program that captures related context, and integrating VoC technologies with analytical tools.
Ryan PatinSolutions Consultant