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DAY 4: MAIN CONFERENCE AND EXPO

07:30 AM - 08:00 AM Registration & Morning Coffee

8:00 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

MARKETING & DIGITAL GURU KEYNOTE:

8:20 AM - 9:05 AM Customer Obsession at Amazon – A Key Component of Innovation

, , Tom Weiland, VP Worldwide Customer Service, Amazon
The customer is at the top of mind at Amazon. “Customer Obsession” is one of the leadership principles used every day by Amazonians, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. In this inspiring keynote, discover how leaders start with the customer and work backwards. Walk away with new ideas to earn and keep customer trust and exceed expectations across all moments of contact.

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Tom Weiland

VP Worldwide Customer Service
Amazon

TRAINING INNOVATOR KEYNOTE:

9:05 AM - 9:50 AM The Revolution of Training - VOC is Just a Click Away

Cecilia McKenney, Executive Vice President, Consumer Sales & Marketing, Frontier Communications
Frontier Communications recently implemented an enterprise wide VOC and analytics platform that is truly revolutionizing training. Supervisors no longer provide customer service reps and technicians with direct call feedback. Customers tell employees what they’re doing right – and what needs improvement... Customers rate performance in a seven question experience survey that goes directly to employees - all in real time. Plus, the leadership team has access to NPS scores and various mobile apps for immediate transparency.

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Cecilia McKenney

Executive Vice President, Consumer Sales & Marketing
Frontier Communications

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



9:55 AM - 11:00 AM MORNING NETWORKING AND REFRESHMENT BREAK IN THE EXPO HALL

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!
• Develop an action strategy to migrate to new processes enabled by automation
• Reduce customer effort with next gen tools
• Meet the needs of Millennials and Gen Z’s and stay relevant
• Break down silos and collaborate across the organization

DEMO DRIVE CONTINUED!

9:55 AM - 11:00 AM DEMO DRIVE CONTINUED!

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

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Pick up a copy of The Future of Contact Centers by Matt Rocco and Jim Iyoob to learn about the upcoming transformations impacting the traditional customer service operation.



CCW is pleased to introduce Chief Digital Officers to this year’s event!

11:00 AM - 11:45 AM PANEL: More Connected. More Digital. More Challenges.

Susan Poulton , Chief Digital Officer , The Franklin Institute Deepak Sharma, Chief Digital Officer , Kotak Mahindra Bank Limited
Today’s digital savvy customer uses multiple digital channels and devices in their interactions with brands and organizations. Our diverse panelists will discuss the future of digital business and offer strategies for overcoming common challenges.

Hear about our panelists’ innovative digital implementations:
Creating a virtual reality experience on a mobile app and adding digital to the museum floor in four ways.
Employing Chatbot technology in our Benglaru Innovation Lab and focusing on building business blocks that are customer centric and disruptive.

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Susan Poulton

Chief Digital Officer
The Franklin Institute
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Deepak Sharma

Chief Digital Officer
Kotak Mahindra Bank Limited

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

Moderated Roundtable Discussions – Second Set is Back by Popular Demand!

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

Based on popular demand, we are holding a second grouping of this ever popular interactive learning format.


11:50 AM - 12:30 PM WebRTC – Offer Customers a Connected Experience through Text, Audio and Video


11:50 AM - 12:30 PM Omni Channel CX Strategies


11:50 AM - 12:30 PM Customer-Centric Talent Development


11:50 AM - 12:30 PM Self Service Solutions – including Voice Biometrics and Text to Speech Call Center Compliance and Important Regulations


11:50 AM - 12:30 PM Strategic Innovation Strategies to Spark Innovation


11:50 AM - 12:30 PM Digital Technology Tools to Predict On-Demand Support


11:50 AM - 12:30 PM Cloud Computing – New Ways to Connect on Mobile Devices


11:50 AM - 12:30 PM Speech Analytics- Improve Quality Assurance and Engagement


11:50 AM - 12:30 PM Reduce Pain Points with Knowledge Management


Strolling Lunch in our Expo Hall

12:30 PM - 2:00 PM Strolling Lunch in our Expo Hall

Are you tired of sitting down all morning? Here’s your chance to walk around the expo hall as you enjoy a buffet style lunch. High tables will be set up so you can enjoy your lunch and conversations with your new friends.

BIRDS OF A FEATHER TRACK SESSIONS BEGIN

2:00 PM - 3:40 PM 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

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

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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

Ted Hunting, Vice President, Marketing, Genesys

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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 Build an Experience Model

Hear about an innovative experience model focused on five stages: get connected, introducing yourself, build relationships, purchase cycle and fandom. Define what should happen in each stage functionally and how can consumers self-select and move to the next stage on their own.

Sponsored by: TELUS International

TRACK 2
CCW UNIVERSITY
FUTURE LEADERS LAB

2:10 PM - 2:50 PM MANAGING BEHAVIORS: Back to Basics – Managing Behaviors

Discover how to put a foundation in place to effectively manage your business by focusing on what matters to your customers

TRACK 3
DISRUPTORS

2:10 PM - 2:50 PM Beyond CRM: How Epicor Redefined the Fundamentals of Customer Servoce

Ian Ashby, Senior Vice President, Epicor
Find out how Epicor launched a program for transforming Customer Service across the entire global business with a goal to improve Customer NPS. Ian 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 roll-out.


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Ian Ashby

Senior Vice President
Epicor

TRACK 4
FORTUNE 500

2:10 PM - 2:50 PM Building Loyalty through Experiences

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USAA is facing changing customer demographics as members are shifting from fewer military and more millennials. Discover how USAA is transforming contact center experiences to meet the demands of a changing customer base while building customer advocacy. Hear about extensive data and analytics including: customer mapping, customer interface and seamless design.

Sponsored by: Salesforce.com, Inc.

TRACK 5
SME

2:10 PM - 2:50 PM Transform the Member Experience Journey

Kim Dans , Vice President U.S. Operations & Member Experience, Weight Watchers International Inc.
Discover how Weight Watchers is transforming a lifetime partnership with members across 14 countries with an omni channel approach, a culture of caring and personalization throughout the journey “beyond the scale.”

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Kim Dans

Vice President U.S. Operations & Member Experience
Weight Watchers International Inc.

Sponsored by: Sitel

TRACK 6
CONTACT CENTER SIZE
(BY SEATS)

2:10 PM - 2:50 PM Don’t Lose the Good Ones: Hiring and Retention Strategies that Work

PANEL: 100+ Seats

When you have the right people in the right roles and maintain a positive culture, customer experience will follow.

TRACK 7
INDUSTRY & VERTICAL

2:10 PM - 2:50 PM Make it Personal- Treat Customers Like “Family” – Deliver Uncompromising Service

Troy Shaffer, VP Contact Center Operations , SCAN Health Plan
Healthcare

Discover how the not-for-profit delivers exceptional service to the Medicare population by empowering agents with the right leadership, training, rewards and tools.

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Troy Shaffer

VP Contact Center Operations
SCAN Health Plan

TRACK 8
EXECUTIVE EXPERIENCE
(by Years)

2:10 PM - 2:50 PM Case Study: Future of Customer Service Now: Resolving Customer Issues at Light Speed

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

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

3:00 PM - 3:40 PM Embrace the Voice of the Employee and Customer

Alisa Mann, Chief Customer Officer - Director, Customer Care and Field Services, Las Vegas Valley Water District
Find out how to transform internal and external culture and embrace the power of positive emotion.

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Alisa Mann

Chief Customer Officer - Director, Customer Care and Field Services
Las Vegas Valley Water District

Sponsored by: TELUS International

TRACK 2
CCW UNIVERSITY
FUTURE LEADERS LAB

3:00 PM - 3:40 PM ANALYTICS: Innovative Tools for Mining Customer Insights

Noel Holmes, Vice President Customer Experience, Travelport
Hear about Design Thinking techniques to determine where to focus actions and determine customer pain points

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Noel Holmes

Vice President Customer Experience
Travelport

TRACK 3
DISRUPTORS

3:00 PM - 3:40 PM Transform Experiences across Multiple Sites and Geographies

Bob Azman, Vice President, Traveler Services, Americas and Global, Carlson Wagonlit Travel
Discover how our distinguished speaker works with 4500 team members across multiple sites and geographies including Canada, U.S. Europe, Asia and Latin America to transform CX.

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Bob Azman

Vice President, Traveler Services, Americas and Global
Carlson Wagonlit Travel

TRACK 4
FORTUNE 500

3:00 PM - 3:40 PM The Public Nature of Social Ratings & Reviews – The Contact Center is No Longer Behind Closed Doors

Suzanne Henricksen, Senior Director Of Brand Insights and Digital Insights and Consumer Affairs, The Clorox Company
Discover how to integrate traditional methods of customer connection with social and ratings/review to gain an enhanced understanding of your brand.

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Suzanne Henricksen

Senior Director Of Brand Insights and Digital Insights and Consumer Affairs
The Clorox Company

Sponsored by: Salesforce.com, Inc.

3:40 PM - 4:20 PM AFTERNOON NETWORKING BREAK AND DEMO DRIVE PRIZE DRAWING

Don’t miss this prize extravaganza! Find out if you’re a prize winner and make your final connections!

CLOSING KEYNOTE:

4:20 PM - 5:05 PM An Outside in Customer Experience Strategy for a Brave New World

, , Celika Caldwell, Vice President, Customer Experience Design , AARP
Discover how AARP launched a new CX ecosystem to leverage VOC, text and sentiment analytics, governance and strategy across the entire organization in order to improve service to 38 million members

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Celika Caldwell

Vice President, Customer Experience Design
AARP

5:05 PM - 5:50 PM End of main conference

We hope you enjoyed the CCW experience and hope to see you at events throughout the year. Please sign up for CCW Austin in 2017 and CCW events in 2018. Be sure
to take advantage of special on-site discounts for loyalists!