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Day 3: MAIN CONFERENCE AND EXPO

07:00 AM - 08:00 AM Registration & Morning Coffee


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Dan Rood

Senior Director of Marketing
Interactive Intelligence
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Becky Ploeger

Vice President Of Contact Centers
Express Scripts

HEADLINER KEYNOTE:

8:20 AM - 9:05 AM A Proven Model for Creating a Winning Culture - Disney Style

Jeff James , Vice President and General Manager , Disney Institute
There’s a burning notion that there’s a decline in CX around the world. Are you interested in gaining strategies for moving your business to the next level of excellence? Our distinguished keynote, well known for his storytelling skills, will share Disney’ step by step model. It will challenge you to think about people first, guests second and revenue third. Create a culture focused on people and leadership and reap CX and financial rewards.

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Jeff James

Vice President and General Manager
Disney Institute

GAME CHANGER KEYNOTE:

9:05 AM - 9:50 AM Move Your Ideas into Action Through Emotional Transportation

Peter Guber, Executive. Entrepreneur. #1 NYT Best Selling Author, Chairman and CEO, Mandalay Entertainment
In my enterprises of television (Dick Clark Productions); movies (Mandalay Entertainment); technology (NextVR, a powerful virtual reality offering); eSports (aXiomatic); the Los Angeles Dodgers, the Golden State Warriors and the Los Angeles Football Club (LAFC), success depends on relationships with our audiences (customers), not merely transactions. We encourage a strategy that requires our leadership to build trust, aiming for their audience’s heart, not their wallet. This intention informs and defines the type of attention we design and execute in our interactions. We are audience-centric in all our communications, striving to be interested, not just interesting. We do this by focusing on benefits to our customers not merely features, which are usually cold comforts. In doing so our authenticity
shines though, turning our audiences into vital, viral advocates. In this new information economy, interaction depends upon engagement, not merely a data dump. Engagement creates the emotional transportation that will drive every successful transaction and will build every important long-term relationship.

Owner and Co-Executive Chairman, Golden State Warriors; Owner, Los Angeles Dodgers; Owner and Executive Chairman, Major League Soccer’s Los Angeles
Football Club (LAFC); Owner, Dick Clark Productions; Chairman, Mandalay Sports Media; Co-Executive Chairman, aXiomatic (eSports).

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Peter Guber

Executive. Entrepreneur. #1 NYT Best Selling Author, Chairman and CEO
Mandalay Entertainment

9:50 AM - 9:55 AM 5 minute transition time

9:55 AM - 11:00 AM MORNING NETWORKING BREAK AND DEMO DRIVE IN THE EXPO HALL– BUILD YOUR AGENDA!

PAVILION MEET UPS

9:55 AM - 11:00 AM PAVILION MEET UPS

Break away from the action to take some dedicated time solving “What’s Keeping YOU Up at Night?” with today’s leading contact center practitioners. Located on our expo hall floor in the three newly introduced pavilions, CCW will be presenting you with the opportunity to participate in the “meet up” of your choice!
• Take your organization to the next level service capability with home agents
• Hire and retain the next generation of talent
• Develop emotional connections and humanize CX
• Begin your journey to artificial intelligence

DEMO DRIVE

9:55 AM - 11:00 AM DEMO DRIVE

Take the opportunity to add some fun to your vendor assessment process. During our trademarked Demo Drive, you will have the opportunity navigate the expo hall, learn about the variety of solutions that could
compliment your critical objectives, and win some fabulous prizes along the way!

Sponsored by: 8x8, Inc.

BOOK SIGNING

9:55 AM - 11:00 AM BOOK SIGNING

The CCW team will be handing out 100 presigned copies of 2017 CCW Game Changer, Peter Guber’s book, TELL TO WIN

Don’t miss the signing of the best selling book by Tim Mulligan, J.D., Chief Human Resources Officer, San Diego Zoo Global. Tim is the 2016 CHRO of the Year, HRO Today.

Our distinguished panelists ensure all company activities – especially product and experience innovation – revolve around the customer. Our CCOs are master customer storytellers and digital futurists. Discover how they advocate for seamless omni-channel customer experiences, and bring VOC to all projects. Walk away with new ideas to drive sustainable business growth in an environment where the digital customer rules.

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Barbara Barnard

SVP, U.S. Commercial
Carlson Wagonlit Travel
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Patrick Duffy

Chief Experience Officer
Diamond Resorts International
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Jon Robertson

Chief Customer Officer
Desk Yogi

11:45 AM - 11:50 AM 5 minute transition time

MODERATED ROUNDTABLE DISCUSSIONS

11:50 AM - 12:30 PM Moderated Roundtable Discussions – Back by Popular Demand!

Our peer-to-peer roundtable sessions are designed to provide an open forum to discuss your challenges and potential solutions. Roundtables are the perfect way to dig a little deeper into topic and learn new strategies through sharing ideas in interactive groups. And the best thing is, you get to choose the topic that suits you best. Take a good look through the list below and then get ready to get involved.

11:50 AM - 12:30 PM Extend your Customer Engagement Capability on Social and Digital

Harry Rollason, Senior Marketing Manager, Conversocial


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    Harry Rollason

    Senior Marketing Manager
    Conversocial

    11:50 AM - 12:30 PM Next Gen CX - Omnichannel Customer Engagement

    Scott Kolman, Vice President, Products and Solutions Marketing, Genesys


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      Scott Kolman

      Vice President, Products and Solutions Marketing
      Genesys

      11:50 AM - 12:30 PM Next Gen Cloud Computing - New Ways to Collaborate Everywhere, Through Mobile Devices

      Keri Brooke, Senior Director, Product Marketing, Salesforce


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        Keri Brooke

        Senior Director, Product Marketing
        Salesforce

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        Becca J. Wahlquist

        Partner
        Shell & Wilmer
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        Hal Granoff

        Authentication Evangelist
        Early Warning Services

        11:50 AM - 12:30 PM Reimagine the Future of Engagement

        Dan Rood, Senior Director of Marketing, Interactive Intelligence


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          Dan Rood

          Senior Director of Marketing
          Interactive Intelligence

          11:50 AM - 12:30 PM More than metrics: How a university based contact center delivers a career ready, professional pipeline

          Tanya Gantzer, SVP of Client, University & Marketing , Education at Work


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            Tanya Gantzer

            SVP of Client, University & Marketing
            Education at Work

            11:50 AM - 12:30 PM Boost Workforce Productivity and Strengthen CX: Cloud Based Communication and Collaboration



              Sponsored by: RingCentral

              11:50 AM - 12:30 PM Synchronize Customer Data and Automate Workflows to Boost Agent Productivity

              Kaan Ersun , VP of Marketing, Talkdesk


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                Kaan Ersun

                VP of Marketing
                Talkdesk

                12:30 PM - 2:00 PM NETWORKING LUNCH AND LEARN – CONNECT WITH LIKE-MINDED PEERS

                12:30 PM - 2:00 PM Finance: Running a Sales Versus Service Contact Center

                Darryl Flores , Vice President , Freedom Mortgage Corporation

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                Darryl Flores

                Vice President
                Freedom Mortgage Corporation

                12:30 PM - 2:00 PM Cable/Utilities/Energy: What are Some Best Practices to Hire, Retain and Manage People and their Behaviors?

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                12:30 PM - 2:00 PM Travel: Evolve to Be a Nimble Business and Provide a Predictable Experience

                Stephen Knowles, Managing Director of Customer Service, Air Canada

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                Stephen Knowles

                Managing Director of Customer Service
                Air Canada

                12:30 PM - 2:00 PM High Tech: What’s the Best Way to Stay Ahead of the Innovation Curve?

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                12:30 PM - 2:00 PM Retail: How is Digital Transforming How Customers Shop?


                12:30 PM - 2:00 PM Travel and Hospitality: How are you Personalizing your Customer Engagement?


                12:30 PM - 2:00 PM Transportation: What’s the Best Way to Provide Effortless Service in Terms or Reliability and Ease of Use?


                12:30 PM - 2:00 PM Healthcare: How can you Provide Uncompromised Service since Patients’ Health is at Stake?


                BIRDS OF A FEATHER TRACK SESSIONS BEGIN

                2:00 PM - 3:40 PM BIRDS OF A FEATHER TRACK SESSIONS BEGIN

                HOW DO THE TRACKS WORK?

                Based on recommendations from our ADVISORY BOARD, the CCW team has redesigned the format of our track streams.

                Now you can select track by two criteria levels: 1 Main theme and topic 2 Experience level or corporate description
                Customize your learning. You are welcome to move in and out of the tracks as you see fit! Tracks will be 40 minutes in length with five minutes for transition time.

                TRACK 1
                CCW EXECUTIVE CLUB
                (VP Level - Invitation Only)

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks

                Kevin Bottoms, Global VP, Business Development, TELUS International


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                Kevin Bottoms

                Global VP, Business Development
                TELUS International

                Sponsored by: TELUS International

                TRACK 2
                CCW UNIVERSITY
                FUTURE LEADERS LAB

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks

                This fireside chat with Walgreens, UPMC Health Plan and Ted Hunting, Senor Director, Genesys, will focus on customer journey in a digital world.


                TRACK 3
                DISRUPTORS

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks



                TRACK 4
                FORTUNE 500

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks

                Stephen Bell, Senior Director of Product Marketing for Service Cloud, Salesforce


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                Stephen Bell

                Senior Director of Product Marketing for Service Cloud
                Salesforce

                Sponsored by: Salesforce.com, Inc.

                TRACK 5
                SME

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks



                Sponsored by: Sitel

                TRACK 6
                CONTACT CENTER SIZE
                (BY SEATS)

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks



                TRACK 7
                INDUSTRY & VERTICAL

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks



                TRACK 8
                EXECUTIVE EXPERIENCE
                (by Years)

                2:00 PM - 2:10 PM Chairperson’s Opening Remarks



                TRACK 1
                CCW EXECUTIVE CLUB
                (VP Level - Invitation Only)

                2:10 PM - 2:50 PM Bust your Functional Silos

                Kristine Poznanski , Head of U.S. Customer Solutions Center, MetLife
                Let’s explore strategies for breaking down functional silos and shifting towards a culture of collaboration.

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                Kristine Poznanski

                Head of U.S. Customer Solutions Center
                MetLife

                Sponsored by: TELUS International

                TRACK 2
                CCW UNIVERSITY
                FUTURE LEADERS LAB

                2:10 PM - 2:50 PM LEADERSHIP SKILLS: Revolutionize Corporate Culture - Roar!

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                Tim Mulligan is the 2016 Chief Human Resources Officer of the Year. Find out how the not-for-profit transformed their culture to focus on performance and accountability.

                TRACK 3
                DISRUPTORS

                2:10 PM - 2:50 PM Coach your Way to World Class Excellence

                Kathryn Busch , Senior Vice President, Consumer Deposits, BofI Federal Bank
                A certified coach, Kathryn Busch will share new ways to develop and coach high-performance teams and tap into their inner passion.
                BOFI Federal Credit- Fortune – 2nd highest bank on the list
                of 100 Fastest Growing Companies
                (#56 overall)

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                Kathryn Busch

                Senior Vice President, Consumer Deposits
                BofI Federal Bank

                TRACK 4
                FORTUNE 500

                2:10 PM - 2:50 PM Empower your Agents with Tools to Deliver a Superior Quality Support

                Doug Dopita, Regional VP, Enterprise Sales, Five 9
                In this case study, find out how to resolve customer problems quickly by combining the right functionality and relevant information including agent desktop, silent monitoring, whisper coaching, chat and barge in.

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                Doug Dopita

                Regional VP, Enterprise Sales
                Five 9

                Sponsored by: Salesforce.com, Inc.

                TRACK 5
                SME

                2:10 PM - 2:50 PM Build a Bike and Ride it a the Same Time

                Gordon Clinkscale , Vice President, Customer Care, Freedom Mortgage Corporation
                Discover how Freedom Mortgage, a business that has grown 200% in 12 months, is growing with employees in order to grow with their customer base.

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                Gordon Clinkscale

                Vice President, Customer Care
                Freedom Mortgage Corporation

                Sponsored by: Sitel

                TRACK 6
                CONTACT CENTER SIZE
                (BY SEATS)

                2:10 PM - 2:50 PM PANEL: Empower your Agents to OWN CX

                200-300 seats

                PANEL: Empower your Agents to OWN CX Find out how to send a cultural message to your team and empower them to “own” CX rather than escalating calls and worrying about call volume.

                TRACK 7
                INDUSTRY & VERTICAL

                2:10 PM - 2:50 PM CASE STUDY: A New Era of Service for the Connected World

                Keri Brooke, Senior Director, Product Marketing, Salesforce
                Discover how to build the foundation need to handle the 250% increase in service cases initiated through mobile devices by 2018 (Gartner).

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                Keri Brooke

                Senior Director, Product Marketing
                Salesforce

                TRACK 8
                EXECUTIVE EXPERIENCE
                (by Years)

                2:10 PM - 2:50 PM PANEL: Connect the Dots: Link VOC with Agent Performance

                , , Steve Copeland, Director, Shared Services and Customer Experience, Just Energy
                10-15 years

                PANEL: Connect the Dots: Link VOC with Agent Performance Hear about a closed loop continuous improvement model that combines quality assurance and customer feedback to drive agent training and performance.

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                Steve Copeland

                Director, Shared Services and Customer Experience
                Just Energy

                2:50 PM - 3:00 PM 10 minute transition

                TRACK 1
                CCW EXECUTIVE CLUB
                (VP Level - Invitation Only)

                3:00 PM - 3:40 PM PANEL: Systems Integration: How to get your Systems “Talking” to each Other

                Michele Dobnikar, EVP, Global Customer Care , PGI
                Hear about strategies to connect your systems to gain a complete view of customers and create a unified experience.

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                Michele Dobnikar

                EVP, Global Customer Care
                PGI

                Sponsored by: TELUS International

                TRACK 2
                CCW UNIVERSITY
                FUTURE LEADERS LAB

                3:00 PM - 3:40 PM TECHNOLOGY: Stay at the Forefront of Technology Changes and Take Pride in your Workforce

                Kerri Schewe , Vice President of People & Culture , MTM, Inc.
                MTM, which recently transitioned to an entirely new system and handles 8+ million calls/year, focuses on employee engagement to boost company revenue and reduce attrition by 50+%.

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                Kerri Schewe

                Vice President of People & Culture
                MTM, Inc.

                TRACK 3
                DISRUPTORS

                3:00 PM - 3:40 PM PANEL: Improve Customer Journeys with Omni-Channel Self-Service

                Scott Kolman, Vice President, Products and Solutions Marketing, Genesys
                Discover how to integrate voice, web, social and mobile self-service for effective, personalized interaction and anticipate customer needs.

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                Scott Kolman

                Vice President, Products and Solutions Marketing
                Genesys

                TRACK 4
                FORTUNE 500

                3:00 PM - 3:40 PM Ease of Access – CX Optimization for Technical Support

                Deborah Alvord, WW Director of Services - Customer Experience, Lenovo
                This case study will share lessons learned and review a CX initiative to drive improvements with contact center and self help technical support.

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                Deborah Alvord

                WW Director of Services - Customer Experience
                Lenovo

                Sponsored by: Salesforce.com, Inc.

                TRACK 5
                SME

                3:00 PM - 3:40 PM Explore Communication Building Blocks

                , ,
                In this case study, find out how to add messaging, voice and video in your web and mobile applications to meet the expectations of modern consumers.

                Sponsored by: Sitel

                TRACK 6
                CONTACT CENTER SIZE
                (BY SEATS)

                3:00 PM - 3:40 PM PANEL: Robust Knowledge Management: Your Key To Effective Corporate Growth

                100-200 Seats

                Learn how KM can decrease agent’s time to proficiency and deliver a more consistent experience for internal/external customers.

                TRACK 7
                INDUSTRY & VERTICAL

                3:00 PM - 3:40 PM Innovation – Yes It’s Possible in Government

                Paul Rydeen , ESC Program Manager , NASA Shared Services Center
                Government

                Find out how NASA successfully implemented an enterprise-wide move to the cloud.

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                Paul Rydeen

                ESC Program Manager
                NASA Shared Services Center

                TRACK 8
                EXECUTIVE EXPERIENCE
                (by Years)

                3:00 PM - 3:40 PM Get Ready for Tomorrow’s Automation’s Advances Today

                10-15 Years

                Let’s collaborate and figure out where automation could transform our organizations and put an action strategy in place to migrate to new processes enabled by automation.

                3:40 PM - 3:45 PM 5 minute transition

                Afternoon Networking Break, Demo Drive, and Meet-Ups

                3:45 PM - 4:30 PM Afternoon Networking Break, Demo Drive, and Meet-Ups

                Here’s your chance to follow our roadmap and visit the solution providers that best meet your current and future technology needs. Special programming is also included in our breaks.

                TOPIC CHAMPS - MEET-UPS WITH INDUSTRY LEADERS
                ∙∙ Create a digital customer experience roadmap
                ∙∙ Empower your agents with knowledge management tools
                ∙∙ Meet the needs of the mobile first customer
                ∙∙ Prioritize and act on customer complaints
                ∙∙ Create a frictionless customer experience
                ∙∙ Translate customer analytics into business intelligence
                ∙∙ Combine channels in a meaningful way and orchestrate customer experience
                ∙∙ Apply data science to predict customer needs
                ∙∙ Hire and lead the next generation of talent

                4:30 PM - 4:40 PM 10 minute transition



                VISIONARY STRATEGIST KEYNOTE:

                4:40 PM - 5:55 PM The Journey to Customer Centricity - People Powered, Customer Driven Strategy

                Thomas M. Feeney , President and Chief Executive Officer , Safelite Group
                Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the U.S., is a People Powered, Customer Driven organization. In this inspiring keynote, hear about how the company’s “existence is to bring unexpected happiness to people’s everyday lives.” The industry leader powers performance by thinking “people first” and by employing talented, happy and engaged people who deliver extraordinary results.
                ∙∙ Develop a new purpose statement
                ∙∙ Focus on four cornerstones: Leadership, Focus, Talent and Caring

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                Thomas M. Feeney

                President and Chief Executive Officer
                Safelite Group

                5:55 PM - 6:40 PM Cocktails! CCW Expo Hall Transforms into the CCW Strip

                Why leave the hotel? We are bringing Las Vegas Boulevard to you. Travel the “CCW Strip” to decide
                what “casino” you want to visit.
                1. Mandalay Bay
                2. Luxor
                3. New York- New York
                4. Aria
                5. Planet Hollywood
                6. Bellagio
                7. Paris Las Vegas
                8. Caesar'a Palace
                9. Harrah's
                10. Venetian
                11.Wynn
                12. Encore

                Each casino will present a different tasting venue and feature a different group of solution providers!