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

Day 3: Thursday, January 17, 2019

Main Conference and Expo

7:00 am - 8:00 am Check-In

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Becky Ploeger

VP, Sales & Service Strategy
USAA

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John Pompei

Head of Player Experience Operations
Electronic Arts

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Mario Matulich

Executive Director
Customer Management Practice

8:20 am - 8:50 am 20Th Anniversary Headliner Keynote The Story Of Ceo Tony Hsieh And Zappos: Starting, Scaling And Sustaining Culture

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 key
learnings and insights from working with over 250 companies in various stages of culture evolution, all towards creating a distinct culture of values that can be
scaled and sustained for long-term growth.
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Jenn Lim

CEO & Chief Happiness Officer
Delivering Happiness

8:50 am - 9:20 am Engagement Keynote How To Build Passion, Purpose, And Power In Yourself, Your People, And Your Brand

Carla Moore - VP of Sales Strategy 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 creating 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. During this keynote
presentation 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
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Carla Moore

VP of Sales Strategy
HBO

9:20 am - 10:50 am Networking Break In The Expo Hall: Demo Drive

10:50 am - 11:20 am Looking to assess new vendors? Participate in the Demo Drive, gamify vendor sourcing, and win prizes along the way.

Functionally for Customer Success

11:20 am - 11:25 am
Vinay Mummigatti - Chief Automation Officer LexisNexis
+ Understand AI and cognitive automation’s role in CX
+ Roadmap process improvements through digital transformation
+ How does enterprise-wide automation strategyconnect with the customer function
Intelligent automation across CX value chain – Delivering tangible ROI through the application of process excellence, BPM, RPA and AI across customer journey maps
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Vinay Mummigatti

Chief Automation Officer
LexisNexis

Introduction to the Agent Training Gap and Why It Exists

11:20 am - 11:25 am CX as a Shared Service: Address the “How” of Integrating Customer Experience Organization-Wide
Kelly Steele - VP Customer Experience Freddie Mac
+ How to “build” and “do” customer experience real time as your team takes shape
+ Incremental steps to gaining long term buy-in as an organizational resource
+ Create the perception of human centered design as a best practice for projects and innovation
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Kelly Steele

VP Customer Experience
Freddie Mac

11:20 am - 11:25 am Introduction to the Agent Training Gap and Why It Exists

+ The Fourth Industrial Revolution and how contact center training must keep pace
+ Drivers of transformation
+ How to prepare your workforce to deliver exceptional care as the customer drive the conversation

Distill the Fear of Digital Transformation: Engaging Employees to Embrace Change

11:25 am - 11:55 am
Kandy White - VP, Service Technology, Small Business ADP
+ Build understanding around the affects of emerging technology on individual roles
+ Balance investments in technology with investments in process
+ Appreciate nuances of culture across geographically dispersed organizations
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Kandy White

VP, Service Technology, Small Business
ADP

Narrowing Feedback Loops: Activate Feedback Organization-Wide for Optimized CX

11:25 am - 11:55 am
Cheryl China - Director, Credit Card Services SVP Citizens Bank
Natalie Higgins - SVP, Director of Customer Experience Citizens Bank
+ Optimize multi-channel servicing strategies to meet customers in preferred channel
+ Integrate best-in-class tools and techniques for collecting actionable customer feedback
+ Collaborate with business partners to action insights
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Cheryl China

Director, Credit Card Services SVP
Citizens Bank

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Natalie Higgins

SVP, Director of Customer Experience
Citizens Bank

Best Practices in Connecting Over Digital Channels

11:25 am - 11:55 am
+ Nuances of customer engagement digitally vs. analog
+ How to approach agent training in a digital first world
+ Bringing together employee-facing and customer-facing digital platforms

Creating Effortless Experiences through Holistic Digital Transformation

12:00 pm - 12:30 pm
Kelley Kurtzman - VP Global Consumer Sales & Services Verizon
+ Focus on high frequency, low value moments
+ Collaborate with agents to pilot new initiatives
+ Isolate points of effort to streamline with machine learning, robotics, and AI
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Kelley Kurtzman

VP Global Consumer Sales & Services
Verizon

UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement

12:00 pm - 12:30 pm
Heidi Munc - AVP, User Experience Nationwide
+ Facilitate cross-functional design thinking workshops to elevate empathy
+ Address operational challenges while remaining customer-centric
+ Deliver cost savings in tandem with excellent experiences in the contact center
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Heidi Munc

AVP, User Experience
Nationwide

De-Escalation Best Practices: Assertive Pre- Empting an Aggressive Escalation in ANy Channel

12:00 pm - 12:30 pm
+ De-escalation as a powerful skillset
+ How to identify warning signs of a particularly aggressive case
+ Nuances of de-escalation across channels

Interactive Discussion Groups (A)

Chatbots

10:50 am - 12:30 pm Leverage Bots for Human Interaction Optimization
Ashley Welch - Director of Service Lola
+ Allow bots to improve the information efficiencies
+ How to continuously improve your chatbot solution
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Ashley Welch

Director of Service
Lola

Omnichannel

10:50 am - 12:30 pm Delivering World-Class Channels through Connected Channels
Gregory Hill - Service Design Lead Lyft
+ Curate omnichannel strategy based on VOC data
+ Identifying and implementing the right technology platforms
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Gregory Hill

Service Design Lead
Lyft

Remote Agents

10:50 am - 12:30 pm Manage the Transformation from Traditional to Virtual Workspace
+ Develop the strategy and toolkits need to move agents from physical to virtual workspace
+ Optimize workforce management to retain top talent and grow geographically

Cx Automation

10:50 am - 12:20 pm Optimize Response Time in the Customer’s Channel of Choice with AI
Chris Hoffman - Head of Customer Care Helix
+ Address steps to creation of automation in customers most frequent channels
+ Manage workflow and employee engagement with changes in technology
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Chris Hoffman

Head of Customer Care
Helix

Customer Intent

10:50 am - 12:30 pm How to Develop a Model to Action Contact Propensity Analytics
Shannon Martin - Senior Director, Global Customer Experience Operations HomeAway
+ Connect contact propensity to product usability
+ Integrate predictive analysis into customer interactions
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Shannon Martin

Senior Director, Global Customer Experience Operations
HomeAway

Personalization

10:50 am - 12:30 pm How to Connect Data and AI for Personalized Touch Points
+ The power of pairing customer data and machine learning technology
+ Where to start when integrating personalization into an existing endto-end experience

Customer Loyalty

10:50 am - 12:30 pm Leverage CX Products and Content to Drive Loyalty
+ Products as a third CX pillar to complement operations and services
+ Take products to the next local through localization

Proactive Engagement

10:50 am - 12:30 pm How to Leverage Data to Shape Customer Conversations
+ Recommend solutions before the customer encounters a pain point to enhance loyalty
+ Segment customers to fit proactive outreach to specific genres of need

12:30 pm - 1:30 pm Networking Lunch in the Expo Hall


1:30 pm - 2:00 pm Marketing + Cx Keynote Driving Customer Lifetime Value: Understanding The Collaboration Of Cx To Drive Value

Tuck Ross - SVP, Consumer Products & 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
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Tuck Ross

SVP, Consumer Products & Marketing
Synchrony

2:00 pm - 3:30 pm Networking Break In The Expo Hall: 5 O’Clock Somewhere Happy Hour

We’re starting happy hour early! Visit our solution providers, make some new connections and grab a pick-me-up drink prior to a packed afternoon of content.

3:30 pm - 4:00 pm ADT’s Well-Oiled Customer Care Machine: People, Process and Technology in Tandem

Dilesh Bansal - Senior Director, Customer Care Strategy & Analysis ADT
+ How to develop an open dialogue across people, process, and technology
+ Tie analytics to coaching for improved agent performance
+ Synergies needed between workforce management, quality, and CX
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Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

3:30 pm - 4:00 pm How to Gain Executive Buy-In for Experience Design

Alison Lichtenstein - Director, Customer Experience Design Dow Jones
+ Utilize internal wins as case studies to rationalize business value
+ Draw out game-changing insights to catalyze process innovations
+ Facilitate workshops to gain buy-in and increase cross-functional visibility
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Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

3:30 pm - 4:00 pm Creating Your Dream Contact Center Workforce

+ Best practices in recruitment to match your contact center culture
+ How to retain your dream workforce with L&D as the foundation
+ Growing and developing a customer-centric mindset

4:05 pm - 4:35 pm Elevating Employee Engagement: Happy Workers Mean Happy Customers

Brian Carlson - Senior Director, Patient Experience Vanderbilt University Medical Center
+ The role of internal and external credos
+ How to constantly educate and reinforce your brand promise
+ Build an accountability matrix around employee engagement
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Brian Carlson

Senior Director, Patient Experience
Vanderbilt University Medical Center

4:05 pm - 4:35 pm Selling CX Value: Storytelling Journeys to Influence Customer-Centric Transformation

Valerie Egen - VP, Global Customer Engagement Subway
+ How to influence all stakeholders to embrace CX initiatives
+ Increase customer feedback visibility across the organization
+ Make cross-functional business decisions leveraging customer feedback
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Valerie Egen

VP, Global Customer Engagement
Subway

4:05 pm - 4:35 pm Build a Contact Center Start, Stop, Continue Action Plan

+ Interactive sessions in simulated customer issues across service channels
+ Leverage scenario-based exercise to identify key behaviors that need to be stopped
+ How to integrate takeaways into your onboarding program

4:40 pm - 5:10 pm What Is Your Customer Experience Mission?

Jeannie Walters - CEO & Chief Customer Experience Investigator 360Connext
+ The unrealized power of a mission
+ Best practices in creating a mission that will move your customer function forward
+ Tying the mission back to the service you wish to deliver
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Jeannie Walters

CEO & Chief Customer Experience Investigator
360Connext

4:40 pm - 5:10 pm A Unified Vision of Success: Nuances of Managing Multiple Global Contact Center Operations

Vijay Thacker - Managing Director, Customer Service Operations Evolent Health
+ Create centralized center for managing metrics
+ Understand the nuances of individual challenges per each contact center
+ Unite vision of goals, priorities, and metrics to all leaders
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Vijay Thacker

Managing Director, Customer Service Operations
Evolent Health

4:40 pm - 5:10 pm CCW University Panel: Career Pathing to Contact Center Leadership

+ CCWU leaders convene to discuss best practices in becoming the leader your contact center needs
+ Discussion of different career opportunities in customer contact
+ How can the contact center be a foundation for a variety of exciting opportunities

Chatbots

3:30 pm - 5:10 pm Leverage Bots for Human Interaction Optimization
Ashley Welch - Director of Service Lola
+ Allow bots to improve the information efficiencies
+ How to continuously improve your chatbot solution
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Ashley Welch

Director of Service
Lola

Omnichannel

3:30 pm - 5:10 pm Delivering World-Class Channels through Connected Channels
Gregory Hill - Service Design Lead Lyft
+ Curate omnichannel strategy based on VOC data
+ Identifying and implementing the right technology platforms
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Gregory Hill

Service Design Lead
Lyft

Remote Agents

8:00 am - 8:30 am Manage the Transformation from Traditional to Virtual Workspace
+ Develop the strategy and toolkits need to move agents from physical to virtual workspace
+ Optimize workforce management to retain top talent and grow geographically

Cx Automation

8:00 am - 8:30 am Optimize Response Time in the Customer’s Channel of Choice with AI
Chris Hoffman - Head of Customer Care Helix
+ Address steps to creation of automation in customers most frequent channels
+ Manage workflow and employee engagement with changes in technology
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Chris Hoffman

Head of Customer Care
Helix

Customer Intent

3:30 pm - 5:10 pm How to Develop a Model to Action Contact Propensity Analytics
Shannon Martin - Senior Director, Global Customer Experience Operations HomeAway
+ Connect contact propensity to product usability
+ Integrate predictive analysis into customer interactions
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Shannon Martin

Senior Director, Global Customer Experience Operations
HomeAway

Personalization

3:30 pm - 5:10 pm How to Connect Data and AI for Personalized Touch Points
+ The power of pairing customer data and machine learning technology
+ Where to start when integrating personalization into an existing end-to -end experience

Customer Loyalty

1:30 pm - 3:10 pm Leverage CX Products and Content to Drive Loyalty
+ Products as a third CX pillar to complement operations and services
+ Take products to the next local through localization

Proactive Engagement

1:30 pm - 3:10 pm How to Leverage Data to Shape Customer Conversations
+ Recommend solutions before the customer encounters a pain point to enhance loyalty
+ Segment customers to fit proactive outreach to specific genres of need

5:15 pm - 5:45 pm Metrics Keynote Rip Whack-A-Metric: Leverage Behavioral Coaching To Transform Contact Center Performance

Jared Benesh - Executive Director of 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
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Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

6:30 pm - 6:30 pm Reception in the Expo Hall