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SERVICENOW PAVILION

DAY ONE: WEDNESDAY, JUNE 28, 2017

10:30 AM - 10:40 AM Opening Remarks

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10:40 AM - 11:20 AM ServiceNow client case study

11:30 AM - 12:10 PM Q&A WITH THE 2015 CCW EXCELLENCE AWARDS WINNER: Best Contact Center Culture

Michele Dobnikar, EVP, Global Customer Care , PGI

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Michele Dobnikar

EVP, Global Customer Care
PGI

12:30 PM - 2:00 PM Luncheon Break

2:00 PM - 2:10 PM Track Sessions Begin: Chairperson’s Opening Remarks

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

Deborah Alvord, WW Director of Services - Customer Experience, Lenovo

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Deborah Alvord

WW Director of Services - Customer Experience
Lenovo

3:00 PM - 3:40 PM The Future of Customer Service Now: Resolving Customer Issues at Light Speed

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3:45 PM - 3:55 PM Closing Remarks

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DAY TWO: THURSDAY, JUNE 29, 2017

11:00 AM - 11:10 AM Opening Remarks



11:10 AM - 11:50 AM Influencer Survey Results by ServiceNow

Stay tuned for client details

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

1:00 PM - 1:10 PM Chairperson's Opening Remarks

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1:10 PM - 1:50 PM Brian Cantor leads Interview with CCW Excellence Awards Winner - CX Leader of the Year

2:10 PM - 2:20 PM Client Case Study



3:00 PM - 3:30 PM A Maturity Model for Moving from Reactive to Proactive Customer Service



3:30 PM - 3:40 PM Closing Remarks