Live Chat Software
January 15 - 18, 2019
JW Marriott, Nashville, TN

Day 2: Wednesday, January 16, 2019

Pre-Conference Day

8:00 am - 8:15 am Workshop A

8:15 am - 11:00 am Evaluation Digital Transformation Readiness with the Customer Service Maturity Assessment

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.

11:00 am - 11:15 am WORKSHOP B (working lunch)

11:15 am - 2:00 pm Professor Customer: Empower Your Customers to Teach You CX Delivery they Deserve

Jim Iyoob - Chief Customer Officer Etech Global Services
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.


img

Jim Iyoob

Chief Customer Officer
Etech Global Services

2:00 pm - 2:15 pm Workshop C

2:15 pm - 5:00 pm AI Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies to the Contact Center Industry

Brian LaRoche - Marketing Director CallMiner
Eduardo von Borstel - Senior Solutions Architect Call Miner
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.


img

Brian LaRoche

Marketing Director
CallMiner

img

Eduardo von Borstel

Senior Solutions Architect
Call Miner

5:00 pm - 5:30 pm Workshops Conclude

5:30 pm - 6:00 pm New Attendee Orientation

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 analysts and conference directors 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 - 6:00 pm Offsite Opening Reception

CCW Technology & Innovation Focus Day

8:00 am - 8:15 am Registration

8:15 am - 8:45 am CCW Digital Presents Customer Contact 2019 Predictions Brief

Brian Cantor - Principal Analyst & CCW Digital Director Customer Management Practice
CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW
Digital Director, shares key findings from CCW Digital’s freshly minted 2019 Predictions report.
img

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

8:45 am - 9:00 am Special Report Brief Knowledge Management

Brian Cantor - Principal Analyst & CCW Digital Director Customer Management Practice
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.
img

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

9:00 am - 9:30 am Project Analysis Implementing a Kcs Platform For Content Management

Kris Crichton - VP Sales and Account Management, Equifax
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
img

Kris Crichton

VP Sales and Account Management,
Equifax

9:30 am - 11:00 am Interactive Exercise

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 - 11:30 am Break

11:30 am - 11:45 am Special Report Brief Customer Journey Mapping

Brian Cantor - Principal Analyst & CCW Digital Director Customer Management Practice
In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, businessminded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers. CCW Digital’s 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.
img

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

11:45 am - 12:15 pm Project Analysis The Integrated Customer Journey: Leverage Agents To Prototype Technology

Barton May - Director Call Center Platforms, IT Planning & Strategy Hilton Hotels
Marisa White - Research 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
img

Barton May

Director Call Center Platforms, IT Planning & Strategy
Hilton Hotels

img

Marisa White

Research Analyst
Customer Management Practice

12:15 pm - 1:45 pm Interactive Activity (Working Lunch) Customer Journey Mapping In Practice

1:45 pm - 2:15 pm Break

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. Agent performance is, indeed, a paramount business focus. CCW Digital’s 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.
img

Brian Cantor

Principal Analyst & CCW Digital Director
Customer Management Practice

2:30 pm - 3:00 pm Project Analysis Understanding Employee Experience To Alleviate Internal Pain Points

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 - 4:30 pm Interactive Activity Curate a Performance Model To

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 - 5:00 pm Focus Day Concludes

5:00 pm - 5:30 pm New Attendee Orientation

5:30 pm - 6:00 pm

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 analysts and conference directors 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 - 6:00 pm Offsite Opening Reception