BUILD YOUR CCW PROGRAM 7:00 AM Check-In 8:00 AM Opening Remarks 8:20 AM 20TH ANNIVERSARY HEADLINER 8:50 AM ENGAGEMENT KEYNOTE 9:20 AM Networking Break: Demo Drive DAY 3: Thursday, January 17 10:50 AM Time Block A: Tracks and IDGs 12:30 PM Networking Lunch 1:30 PM MARKETING + CX KEYNOTE 2:00 PM Networking Break: 5 O’Clock Somewhere Happy Hour Main Conference & Expo 3:30 PM Time Block B: Tracks and IDGs 5:15 PM METRICS KEYNOTE 5:45 PM 20th Anniversary Cocktail Reception 7:00 AM Check-In 7:10 AM CCWomen Networking Breakfast 8:00 AM Opening Remarks 8:20 AM HOLISTIC CX PANEL: Bridge the Siloes of Experience Design and Delivery DAY 4: Friday, January 18 9:20 AM Networking Break: “Meet the Customer” Program 10:50 AM Time Block C: Tracks and IDGs 12:30 PM Networking Lunch 1:30 PM Time Block D: Tracks and IDGs Main Conference & Expo 3:15 PM Networking Break: Demo Drive and “Meet the Customer” Prize Drawing 3:45 PM CULTURE KEYNOTE 4:15 PM Main Conference Concludes 8:00 AM Check-In, WORKSHOP A 8:15 AM WORKSHOP A: ServiceNow 11:00 AM Check-In, WORKSHOP B 11:15 AM WORKSHOP B: Etech 2:00 PM Check-In, WORKSHOP C 2:15 PM WORKSHOP C: CallMiner 5:00 PM Pre-Conference Workshops Conclude 5:00 PM New Attendee Orientation 6:00 PM Offsite Opening Reception Workshop Day 8:00 AM Check-In 8:15 AM Customer Contact 2019 Predictions Brief 8:45 AM Knowledge Management Brief, Analysis and Exercise 11:00 AM Networking Break 11:30 AM Customer Journey Mapping Brief, Analysis and Exercise 1:45 PM Networking Break Technology & Innovation Focus Day 2:15 PM Agent Performance Brief, Analysis and Exercise 4:30 PM Focus Day Concludes 5:00 PM New Attendee Orientation 6:00 PM Offsite Opening Reception DAY 2: Wednesday, January 16 Pre-Conference Day 9:00 AM Site Tour Experience 2 4:00 PM Return to Hotel 8:30 AM Check-In 9:00 AM Site Tour Experience 1 DAY 1: Tuesday, January 15 Site Tour Experience Day www.asdevents.com - www.asdevents.com/event.asp?id=19069
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BUILD YOUR CCW PROGRAM - ASDEventsCustomer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys
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DAY 1: SITE TOUR EXPERIENCE DAY Tuesday, January 15
8:30 AM Check-in 11:00 AM Transportation Time 1:30 PM Transportation Time
9:00 AM
Lisa Griffin VP, Patient Access
Jason Mathisen Director of Care Connections
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. A significant portion of the organization’s ambulatory visits are scheduled by an offsite contact center known as Care Connections. With over 4 million annual calls, this 300 person team is responsible for connecting patient to care within primary, specialty, and procedural services across the organization.
Care Connections is part of the Patient Access Services department. The vision of Patient Access Services is to provide patient-centered, barrier-free access to care.
11:30 AM
Bob Flynn VP of Facilities and Game Day Operations
Rachel Guymon Stadium Event Sales Manager
Nissan Stadium, home of the Tennessee Titans – scoring memorable moments, providing worldclass views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually.
DAY 1: SITE TOUR EXPERIENCE DAY Tuesday, January 15
9:00 AM
Donna Drehmann Director of Customer Experience & Training
Brian Dunphy Senior Director of Customer Care
Postmates is transforming the way local goods move around a city by enabling anyone to get any product delivered in under an hour.
This site tour will demonstrate the culture and environment of the new Postmates contact center where they’ve moved away from cubicle seating and provided an environment built on the creative thought process and sharing of resources. This reinvented culture and environment represent that the associate experience is equally important to the customer experience.
11:30 AM
Bob Flynn VP of Facilities and Game Day Operations
Rachel Guymon Stadium Event Sales Manager
Nissan Stadium, home of the Tennessee Titans – scoring memorable moments, providing worldclass views, and creating unique experiences, with a touch of southern hospitality in the heart of Music City. Nissan Stadium is home to Titans football, Music City Bowl, Tennessee State football, CMA Fest, numerous concerts, soccer games, and much more. In addition to full stadium events, the Tennessee Titans Special Events Department also handles 350+ private events annually.
2:00 PM
Leigh Roach Customer Service Manager
Jason Dasal VP of Marketing
Founded in 1850, Johnston & Murphy is a timeless American Icon. World-class service is the defining element of the shopping experience, with a commitment to understand the needs of our consumers and continually exceed their expectations in both product and service. The 20 seat Nashville contact center supports both retail and direct channels.
8:30 AM Check-in 11:00 AM Transportation Time 1:30 PM Transportation Time
Jim Iyoob Chief Customer Officer Etech Global Services
Hosted by:
Michael DeJager Principal Analyst & Divisional Director Customer Management Practice
Brian LaRoche Marketing Director CallMiner
Eduardo von Borstel Senior Solutions Architect CallMiner
Hosted by:
8:00 AM Check-In: Workshop A
8:15 AM – 11:00 AM WORKSHOP A: Evaluation Digital Transformation Readiness with the Customer Service Maturity Assessment
11:00 AM Check-In: Workshop B
11:15 AM – 2:00 PM WORKSHOP B (working lunch): Professor Customer: Empower Your Customers to Teach You CX Delivery They Deserve
5:00 PM Workshops Conclude
5:00 PM – 5:30 PM New Attendee Orientation
6:00 PM Opening Reception
2:00 PM Check-In: Workshop C
2:15 PM – 5:00 PM WORKSHOP C: AI Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies Today
Today, customers have more choice: more products to choose from, more devices and channels over which to seek customer service. What they don’t have is patience – and customers leave you if their experiences are not in-line with expectations. This workshop will help benchmark your operations against customer service best practices. The results will help prioritize investments in strategy, process re-engineering and technologies for loyalty-creating customer experiences.
Customer experience delivery optimization is an iterative process, constantly ironing out pain points in customer journeys and perfecting those journeys for customer delight. Have you equipped your customers with the voice they need to teach you the channels in which they want to engage and the journeys they prefer? Join Jim Iyoob and Jeff Arnold from Verizon Wireless as they unpack how to leverage people, processes and technologies to allow VOC to shine brighter than ever and leverage CX delivery as a catalyst for deeper customer engagement.
Are you new to Customer Contact Week? It can be challenging familiarizing yourself with the many types of content, learning opportunities and networking activities at CCW. Join the CCW team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.
While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this AI Fueled technology for contact centers to support of number of use cases. The opportunities to improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also hear an actual customer case study from the customer themselves and learn about the areas where most clients DO in fact see ROI and what they do to achieve it.
DAY 2: TECHNOLOGY & INNOVATION FOCUS DAY Wednesday, January 16
8:00 AM Check-In
8:15 AM CCW DIGITAL PRESENTS: Customer Contact 2019 Predictions Brief
Brian Cantor Principal Analyst & Director CCW Digital
CCW Digital is the global online community and research hub of more than 150,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s freshly minted 2019 Predictions report.
8:45 AM SPECIAL REPORT BRIEF: Knowledge Management
Brian Cantor Principal Analyst & Director CCW Digital
An effective knowledge base will make or break agent productivity and engagement. Furthermore, technology that can effectively query said knowledge base, no matter how sophisticated, is critical for a practical and sensible workflow for agent empowerment and world-class service. CCW Digital’s forthcoming Knowledge Management will dive into both the fundamentals of a quality knowledge management system.
CCW Digital’s Knowledge Management Special Report, coming November 2018.
9:00 AM PROJECT ANALYSIS: Implementing a KCS Platform for Content Management
Mario Matulich Executive Director Customer Management Practice
Equifax has worked hard to reinvent their external content management strategy to provide a much stronger knowledge base to their customers. Furthermore, Kris has worked to hone a framework to narrow the feedback loop between reasons driving calls and the content to solve those questions in a content-based, self service fashion. In this interview, learn more about how Kris implemented a KCS platform for content management:
· Transform knowledge management and processes for both speed and efficiency
· Drive self service actions for both employees and customers
· Unify front end and back end knowledge management solutions
9:30 AM INTERACTIVE EXERCISE: How to Build a Strategy for a Customer and Employee-Facing Knowledge Management Solution
Knowledge management is a challenging and massive undertaking. Having an effective knowledge base for employees and contact center agents is critical to deliver solid service. Furthermore, building specific content from that knowledge base specifically for customer-facing touchpoints can act as a powerful self service call, reducing call volume. In this interactive, we dive deep in how to analyze your current knowledge situation and build a strategy around knowledge base and content development for next generation positioning.
11:00 AM Networking Break
11:30 AM SPECIAL REPORT BRIEF: Customer Journey Mapping
Brian Cantor Principal Analyst & Director CCW Digital
In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers. Special Report on Customer Journeys uncovers:
· 3 ways to increase customer centricity with journey maps
· 6 ways to drive business results with journey maps
· 5 challenges to mapping (and improving) customer journeys
· 5 steps for meaningfully elevating the customer experience
Check out CCW Digital’s Customer Journey Mapping Special Report.
11:45 AM PROJECT ANALYSIS: The Integrated Customer Journey: Leverage Agents to Prototype Technology
Barton May Director of Call Center Platforms, IT Planning & Strategy Hilton
Marisa White Research Development Analyst Customer Management Practice
Hilton has undertaken a very specific project to take customer journeys to the next level, engage employees and agents in the process of prototyping new customer solutions based on journey mapping exercises. In this interview, learn best practices
in Bart’s “Integrated Customer Journey” project, taking the fundamentals of journey mapping to the next level with a 360 degree view of the customer and involving all stakeholders into piloting new customer solutions:
· Use agents as a feedback mechanism, measure usability, and prototype solutions
· Engage employees as internal champions to improve processes
· Centralize customer apps to give agents a 360 customer view
12:15 PM INTERACTIVE EXERCISE: Customer Journey Mapping in Practice (working lunch)
Customer Journey Mapping is a fundamental skill for all customer-focused professionals. The serve as a core competency for collecting customer data and are a powerful catalyst for involving customers in define problems and designing solutions. In this interactive activity, we go back to basics on the fundamentals of journey mapping, complete with pitfalls and best practices for a solid foundation.
1:45 PM Networking Break
2:15 PM SPECIAL REPORT BRIEF: Agent Performance
Brian Cantor Principal Analyst & Director CCW Digital
Adopting a customer-centric mindset is important, but businesses do not win customers through attitude alone. In order to satisfy customers, grow market share, increase revenue and overtake their competitors, they must perform. As the heart of the contact center operation, agents play a particularly valuable role in driving results. Special Report on Agent Performance covers:
· What customers really want – and what that means for agent performance
· How the rise of AI is impacting agent performance strategy
· 7 challenges that are inhibiting results
· 6 opportunities to dramatically elevate agent performance
· 8 radical performance metrics you should start using right now
Check out CCW Digital’s Agent Performance Special Report.
Susan Hoffman AVP, Customer Experience Colonial Life
Michael DeJager Principal Analyst & Divisional Director Customer Management Practice
How can employees and contact center agents deliver a differentiated customer experience when their own experiences are riddled with points of pain? Colonial LIfe’s Sue Hoffman chose to prioritize agent journeys first, fully understanding internal experiences before addressing their several unique sets of external customers. In this interview, learn more about Sue’s best practices to set employees and agents up for success:
· Identifying information flows and L&D challenges first to optimize communication
· Focus on critical pain points and lean on technology for potential solutions
· Leverage a scaled agile framework applied against the journey: build, test, learn
3:00 PM INTERACTIVE EXERCISE: Curate a Performance Model to Mitigate Risk and Optimize Talent
The sweet spot for agent performance lies at the crossroads of agent journeys and the challenges and opportunities in your unique customer function. This interactive activity dives into a proven strategic formula to help bolster agent performance in the short term as well as build a roadmap for enhanced performance in the long term.
4:30 PM Focus Day Concludes
5:00 PM New Attendee Orientation
Michael DeJager Principal Analyst & Divisional Director Customer Management Practice
Are you new to Customer Contact Week? Not to worry! Join the CCW team at the new attendee orientation and get to know other CCW newbies, learn how to navigate the program and make the most of your CCW experience.
6:00 PM Opening Reception
DAY 2: TECHNOLOGY & INNOVATION FOCUS DAY Wednesday, January 16
DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17
7:00 AM Check-In
8:00 AM OPENING REMARKS
Mario Matulich Executive Director Customer Management Practice
Becky Ploeger VP Sales & Service Strategy USAA
John Pompei Head of Player Experience Operations Electronic Arts
8:20 AM 20TH ANNIVERSARY HEADLINER KEYNOTE: Design and Delivery Happiness for Employees and Customers
Jenn Lim CEO & Chief Happiness Officer Delivering Happiness
How you make people feel is everything. Jenn Lim is the CEO and Chief Happiness Officer of Delivering Happiness, a company she and Tony Hsieh (CEO of Zappos.com) co-founded to inspire science-based happiness, passion and purpose at work, home and everyday life. Jenn’s opening keynote address provides insight into science-based happiness and her best practices for designing and delivery happiness for employees and customers.
8:50 AM ENGAGEMENT KEYNOTE: How to Build Passion, Purpose, and Power in Yourself, Your People, and Your Brand
Carla Moore VP, POS Support and Education HBO
Driven from her personal transformation, Carla is the proactive leader that leverages her contact center experience to create brand ambassadors across the business, develops curriculum for continued education, and creates a singular brand language for the customer. Taking an introspective look at human nature and how personal development leads to professional success, Carla’s journey addresses the intersection of EX, CX, and personal growth. You will gain insight on: prioritizing personal development and reflection to reach potential, nurturing ideas and the people who create them to drive innovation, creating the work environments you want emulated through customer interactions, and building and training a universal brand message for all customer facing agents.
9:20 AM NETWORKING BREAK IN THE EXPO HALL: Demo Drive + Jenn Lim and Carla Moore Book Signings
Each networking break is packed with fun and engaging opportunities to make the most of your experience.
DEMO DRIVE Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.
JENN LIM BOOK SIGNING: Zappos Culture Book
CARLA MOORE BOOK SIGNING: Crash: Leading Through the Wreckage
DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17
TIME BLOCK A: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSOn Thursday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block A (AM) or B (PM).
If attendees choose to join IDGs in Time Block A (AM), then they will attend track sessions during Time Block B (PM). Conversely, if attendees choose to join IDGs in Time Block B (PM), then they will attend track sessions during Time Block A (AM).
IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.
PEOPLE PROCESS TECHNOLOGY Strengthen the Foundational Pillars of the
Customer Function Strategic Benchmarking for Executives in Customer Contact
Skill Development for Next Generation Contact Center Leaders
DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17
12:30 PM NETWORKING LUNCH IN THE EXPO HALL
1:30 PM MARKETING + CX KEYNOTE: Driving Customer Lifetime Value: Understanding the Collaboration of CX to Drive Value
Tuck Ross SVP, Product and Consumer Marketing Synchrony
As both customers and channels evolve, understanding and optimizing the lifetime value of your customer base is key to loyalty and sustainability in today’s experience economy. From retail to financial services, Tuck brings marketing experience from a variety of industries with the underlying theme of customer lifetime value as a key success driver:
· Collaboration and communication across siloes to deliver seamless experience
· View customer care as a vehicle for value and growth
· Create comfort in non-absolutes native to emerging digital experiences
· Resource marketing touchpoints as direct consumer contact points
· Educate and leverage customer-facing teams on brand messaging and promotions
2:00 PM NETWORKING BREAK IN THE EXPO HALL: 5 O’Clock Somewhere Happy Hour
We’re starting happy hour early! Each CCW networking break is packed with fun and engaging opportunities to make the most of your experience.
SPONSORED SIGNATURE COCKTAILS CCW DIGITAL LIVE PODCAST INTERVIEWS
DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17
TIME BLOCK B: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSOn Thursday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block A (AM) or B (PM).
If attendees choose to join IDGs in Time Block A (AM), then they will attend track sessions during Time Block B (PM). Conversely, if attendees choose to join IDGs in Time Block B (PM), then they will attend track sessions during Time Block A (AM).
IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.
PEOPLE PROCESS TECHNOLOGY Strengthen the Foundational Pillars of the
Customer Function Strategic Benchmarking for Executives in Customer Contact
Skill Development for Next Generation Contact Center Leaders
DAY 3: MAIN CONFERENCE & EXPO Thursday, January 17
5:15 PM METRICS KEYNOTE: RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance
Jared Benesh Executive Director, Contact Center Technology/Product Strategy Quicken Loans
Contact center operations require a humanized approach to drive metrics indicative of truly world-class service. However, we oftentimes focus solely on success metrics, overlooking the human nature of agent-customer interaction. Jared’s extensive experience in contact center technology forms the foundation of his patented behavioral coaching methodology that measures the behaviors that enable successful customer interactions. Jared will address:
· How to stop playing “Whack-A-Metric” with agents and drive successful behaviors
· Establish the cultural buy-in to leverage coaching as a tool for success
· Evolve beyond “carrot and stick” to behavior-focused motivations
CCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. Together, we raise the profile of women in customer contact, pursuing success together, developing new skills, and learning the value and power of our community. Join fellow women in customer contact to connect and network.
8:00 AM OPENING REMARKS
Mario Matulich Executive Director Customer Management Practice
Becky Ploeger VP Sales & Service Strategy USAA
John Pompei Head of Player Experience Operations Electronic Arts
8:20 AM HOLISTIC CX PANEL: Bridge the Siloes of Experience Design and Delivery
Valerie Egen VP, Global Customer Engagement Subway
Natalie Higgins SVP, CX Channels & Segments Citizens Bank
Michael Kadel COO Santa Clara Federal Credit Union
Cory Kreeck VP, Organization Development Beach Body
Customer experience lives so far and beyond the contact center or customer functions, culminated as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, customer titles of all types. This panel takes a holistic view of the customer journey, examining unique enterprise functions, how the influence customer experience, and most importantly how they strive to collaborate with those affecting holistic touch points.
9:20 AM NETWORKING BREAK IN THE EXPO HALL: “Meet the Customer” Program
“ MEET THE CUSTOMER” PROGRAM The “Meet the Customer” program networking break provides you with a chance to meet customers of solution providers at their respective booths. Even deeper than a demo, hear case studies and anecdotes directly from customers.
CCW DIGITAL LIVE PODCAST INTERVIEWS
BRILLIANCE CLINICS
Heidi Munc AVP, User Experience Nationwide Insurance
TIME BLOCK C: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSFor Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM).
If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).
IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.
PEOPLE PROCESS TECHNOLOGY Strengthen the Foundational Pillars of the
Customer Function Strategic Benchmarking for Executives in Customer Contact
Skill Development for Next Generation Contact Center Leaders
TIME BLOCK D: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPSFor Friday, attendees are to choose between track sessions OR IDGs. For IDGs, attendees must choose between Time Block C (AM) or D (PM).
If attendees choose to join IDGs in Time Block C (AM), then they will attend track sessions during Time Block D (PM). Conversely, if attendees choose to join IDGs in Time Block D (PM), then they will attend track sessions during Time Block C (AM).
IDGs are capped at 10 participants and pre-selection of IDGs at registration is required to guarantee admittance.
PEOPLE PROCESS TECHNOLOGY Strengthen the Foundational Pillars of the
Customer Function Strategic Benchmarking for Executives in Customer Contact
Skill Development for Next Generation Contact Center Leaders
3:15 PM NETWORKING BREAK IN THE EXPO HALL: Demo Drive and “Meet the Customer” Program Prize Drawing
PRIZE DRAWINGS The final networking break is a chance for you to win big and take some exciting prizes back! Make sure to complete your demo drive card, drop it off at the CCW Digital Lounge by 2:00 PM. Prize drawings will begin at 3:15 PM at the CCW Digital Lounge.
CCW DIGITAL LIVE PODCAST INTERVIEWS
BRILLIANCE CLINICS
3:45 PM CULTURE KEYNOTE: Permeating Culture: How to Streamline and Evangelize Culture When Geographically Dispersed
Kendal Jolly Managing Director, Culture and Brand Awareness Toll Brothers
Geographically dispersed organizations face challenges driving employees to speak with a unified brand voice, empower teams for growth and development, and function with the same core values regardless of location. Incorporating his extensive experience from the Disney Institute, Kendal’s work at Toll Brothers begins with strengthening their core value foundation and evangelizing “One Toll” as the singular brand voice. In this dynamic keynote, Kendal will showcase how to:
· Engage senior leadership to empower employees, not just manage
· Design processes to empower decision makers to take ownership of culture
· Drive effective decision making while maintaining entrepreneurial ethos
· Align geographically dispersed teams to embrace core values
4:15 PM CCW Nashville Concludes
We hope to see you in Las Vegas, June 24-28, as we continue our 20th Anniversary celebration.