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SALESFORCE PAVILION

DAY ONE: WEDNESDAY, JUNE 28, 2017


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Stephen Bell

Senior Director of Product Marketing for Service Cloud
Salesforce

10:40 AM - 11:20 AM Q&A WITH 2016 CCW EXCELLENCE AWARDS WINNER: Best in Class Contact Center (Under 99 Seats)

Paulette Sproul, Director Customer Care (California), Liberty Utilities

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Paulette Sproul

Director Customer Care (California)
Liberty Utilities

11:30 AM - 12:10 PM Client Case Study

2:00 PM - 2:10 PM Track Sessions Begin: 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

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

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Joe Herdt

EVP of Global Customer Support
DUFL

3:00 PM - 3:40 PM CASE STUDY: Innovation – Yes it’s Possible in Government

Paul Rydeen , ESC Program Manager , NASA Shared Services Center

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Paul Rydeen

ESC Program Manager
NASA Shared Services Center

Stephen Bell

Senior Director of Product Marketing for Service Cloud
Salesforce

DAY TWO: THURSDAY, JUNE 29, 2017


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Stephen Bell

Senior Director of Product Marketing for Service Cloud
Salesforce

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Jim Rembach

Host
Fast Leader Show Podcast
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Kelli Brabasz

Vice President Customer Care
National Notary Association

12:30 PM - 1:00 PM Strolling Lunch in Expo Hall


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Stephen Bell

Senior Director of Product Marketing for Service Cloud
Salesforce

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

Troy Shaffer, VP Contact Center Operations , SCAN Health Plan

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Troy Shaffer

VP Contact Center Operations
SCAN Health Plan

3:00 PM - 3:30 PM Interviews 2017 CCW Excellence Award Winners - led by Brian Cantor, CCW Digital, Customer Management Practice, IQPC

3:30 PM - 3:40 PM Closing Remarks