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Day 3: MAIN CONFERENCE AND EXPO

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

08:00 AM - 8:20 AM Opening Remarks from the CCW Team

, , Becky Ploeger, Vice President Of Customer Care, Petsmart

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Becky Ploeger

Vice President Of Customer Care
Petsmart

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 EXPO HALL 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

  1. 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 book signing by JC Quintana, Professor, Strategy and Innovation, Rutgers University Center for Innovation Education. The book focuses on building relationships.



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

(Former) Chief Experience Officer
Diamond Resorts International
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Jon Robertson

Chief Customer Officer
Desk Yogi
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Gail L. Smith

Chief Customer Officer
MetroPlus Health Plan

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

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

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      11:50 AM - 12:30 PM Optimizing Outbound Strategies for TCPA Compliance

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

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

          , , Edmundo Hidalgo, Vice President, Outreach & Partnerships, Arizona State University


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            Edmundo Hidalgo

            Vice President, Outreach & Partnerships
            Arizona State University

            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

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                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?

                Josh Sexton, Manager, Customer Relations,, Liberty Utilities - Central

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                Josh Sexton

                Manager, Customer Relations,
                Liberty Utilities - Central

                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?

                Al Cook, Product Director and Head of Contact Center Business, Twilio

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                Al Cook

                Product Director and Head of Contact Center Business
                Twilio

                12:30 PM - 2:00 PM Healthcare - Create CX Programs Focusing on Increased Visitation and Positive Word of Mouth Recommendations

                Jim White , VP of Customer Experience, Symphony Post Acute Network

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                Jim White

                VP of Customer Experience
                Symphony Post Acute Network

                12:30 PM - 2:00 PM Special Session for NEW Attendees - How to Get the Most out of CCW - from someone that's attended 15 events!

                Kimberly Warrick, Director of Client Services, New Jersey Shares

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                Kimberly Warrick

                Director of Client Services
                New Jersey Shares

                12:30 PM - 2:00 PM Academic/Business Modelling: How to Collaborate across the Organization to Deliver the Best CX

                JC Quintana, Professor, Strategy and Innovation, Rutgers University Center for Innovation Education

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                JC Quintana

                Professor, Strategy and Innovation
                Rutgers University Center for Innovation Education

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


                12:30 PM - 2:00 PM Technology - AI - Supercharge Human Capability and Predict Future Events

                Steve Prodger, Senior Vice President, Customer Experience and Innovation, SmartAction , ,

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                Steve Prodger

                Senior Vice President, Customer Experience and Innovation
                SmartAction

                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



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

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                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

                Ted Hunting, Vice President, Marketing, Genesys


                Ted Hunting

                Vice President, Marketing
                Genesys

                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

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

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

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                Let’s explore strategies for breaking down functional silos and shifting towards a culture of collaboration.

                Sponsored by: TELUS International

                TRACK 2
                CCW UNIVERSITY
                FUTURE LEADERS LAB

                2:10 PM - 2:50 PM Millennials - How to Retain and Cultivate the Best of Breed

                Wilfred Busby, Senior Vice President, Enterprise Contact Center , ALSAC/ St. Jude Children’s Research Hospital
                Discover how to recruit the bast talent and provide the cultural environment and growth opportunities needed for retention.

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                Wilfred Busby

                Senior Vice President, Enterprise Contact Center
                ALSAC/ St. Jude Children’s Research Hospital

                TRACK 3
                DISRUPTORS

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

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                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)

                TRACK 4
                FORTUNE 500

                2:10 PM - 2:50 PM Internet of Things - Shaping "Connected Service Experiences"

                Heather Miksch, Vice President of Field and Product Operations, Carbon3D Cathy Bourgeois, Senior Director, Contact Center Technology, RBC



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                Heather Miksch

                Vice President of Field and Product Operations
                Carbon3D
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                Cathy Bourgeois

                Senior Director, Contact Center Technology
                RBC

                Sponsored by: Oracle

                TRACK 5
                SME

                2:10 PM - 2:50 PM Conduent - Transforming Member Expectations into Great Experiences

                In this session, hear Monica Korber share how they build a contact center which delivers great experiences, improve availability and is more scalable

                Sponsored by: Sitel

                TRACK 6
                CONTACT CENTER SIZE
                (BY SEATS)

                2:10 PM - 2:50 PM Build a Bike and Ride it at 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.

                Gordon Clinkscale

                Vice President, Customer Care
                Freedom Mortgage Corporation

                TRACK 7
                INDUSTRY & VERTICAL

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

                , , Joe Herdt, EVP of Global Customer Support, DUFL
                Discover how to build a Conversational service strategy needed to handle the 250% increase in service cases initiated through mobile devices by 2018 (Gartner).


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                Joe Herdt

                EVP of Global Customer Support
                DUFL

                TRACK 8
                EXECUTIVE EXPERIENCE
                (by Years)

                2:10 PM - 2:50 PM Ease of Access - CX Optimization for Technical Support

                Deborah Alvord, WW Director of Services - Customer Experience, Lenovo
                15+ years

                This case study will share lessons learned and review a CX initiative to drive improvements with contact center and self help technical support.

                Deborah Alvord

                WW Director of Services - Customer Experience
                Lenovo

                Sponsored by: Oracle

                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 Beyond CRM: How Epicor Redefined the Fundamentals of Customer Service

                Ian Ashby, Senior Vice President, Epicor
                Listen to Listen to Ian Ashby, Senior Vice President, Global Support at Epicor, as he details how Epicor launched a program for transforming Customer Service across the entire global business with a goal to improve Customer NPS. He will outline the rationale for choosing a modern approach to customer service management over traditional CRM solutions, approaches to enlisting the entire organization in customer service, and establishing best practices for a successful enterprise-wide rollout.

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                Ian Ashby

                Senior Vice President
                Epicor

                TRACK 4
                FORTUNE 500

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

                Al Cook, Product Director and Head of Contact Center Business, Twilio
                In this case study, find out how to add messaging, voice and video in your web and mobile applications to meet the expectation of modern consumers

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                Al Cook

                Product Director and Head of Contact Center Business
                Twilio

                Sponsored by: inContact

                TRACK 5
                SME

                3:00 PM - 3:40 PM Customer Transformation Journey

                Jose Aguilera, Sr. Operations Manager, Mobile Mini , ,
                Watch a challenging situation transform into a best-of-breed contact center as we transition from an aging platform to an innovative, cloud-based solution. We will be sharing all the tips and tricks that we learned along our journey from implementation to today.


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                Jose Aguilera

                Sr. Operations Manager
                Mobile Mini

                Sponsored by: Sitel

                Hear about a closed loop continuous improvement model that combines quality assurance and customer feedback to drive agent training and performance.


                Hilary Hahn

                Vice President, Employee Experience, Creative Strategies, & ClientCARE
                Frontier Communications

                Steve Copeland

                Executive Vice President
                Executive Energy

                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 Future of Customer Service Now - Resolving Customer Issues at Light Speed

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                Hear about the future of customer service and how to resolve issues at light speed

                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

                Jeanne Bliss, President, CustomerBliss Cheryl China, SVP, Head Of Contact Center Specialized Teams, Citizens Bank Joe Macchiarella, VP of Technical Support, Stratix Corporation
                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.

                BOOK SIGNING: I Love you More than My God - Jeanne Bliss

                TOPIC CHAMPS - MEET-UPS WITH INDUSTRY LEADERS

                Hire and train the next generation of talent
                Cheryl China, SVP, Head of Contact Center Specialized Teams, Citizens Bank

                Cradle to Grave Support on Multiple Mobile Device Platforms
                Joe Macchiarella, VP Technical Support, Stratix Corporation

                ∙∙ 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

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                Jeanne Bliss

                President
                CustomerBliss
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                Cheryl China

                SVP, Head Of Contact Center Specialized Teams
                Citizens Bank
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                Joe Macchiarella

                VP of Technical Support
                Stratix Corporation

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



                VISIONARY STRATEGIST KEYNOTE:

                4:40 PM - 5:25 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

                5:25 PM - 6:25 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!