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

Day 4: Friday, January 18, 2019

7:00 am - 7:10 am CCWomen Breakfast

7:10 am - 8:00 am CCWomen Breakfast

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.
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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

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.
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Heidi Munc

AVP, User Experience
Nationwide

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Valerie Egen

VP, Global Customer Engagement
Subway

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Cory Kreeck

Group VP, People Operations
Beachbody

9:20 am - 10:50 am Networking Break In The Expo Hall: “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.

10:50 am - 11:20 am Metrics at the Intersection of Technology & People: How to Drive Measurable Success

Chris Hoffman - Head of Customer Care, Helix
+ Measure meaningful metrics as customer experience evolves at the speed of technology
+ Sustain organizational culture with growth
+ Establish a scalable structure to maintain customer success
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Chris Hoffman

Head of Customer Care
Helix

10:50 am - 11:20 am Growth Panel: How to Scale Customer Experience Operations

Lauren Romeo - Director of Customer Experience, Boll & Branch
+ How a CoE can help define what is global and what is local
+ When expanding, how do you scale people, process and technology in unison
+ How can you scale without increasing headcount
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Lauren Romeo

Director of Customer Experience
Boll & Branch

10:50 am - 11:20 am CX Career Pathing: Tools for Growth When CX is Your Foundation

Cory Kreeck - Group VP, People Operations, Beachbody
+ Elevate your career by focusing on results
+ Use empathy as a skillset in your development
+ Own your CX experience as a catalyst for growth
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Cory Kreeck

Group VP, People Operations
Beachbody

11:25 am - 11:55 am Employee Brand Engagement: Employees as Your Most Valuable Customers

Alexis Smith - Product Marketing Consultant, LinkedIn
+ Market brand messages to employees across channels of their choice
+ Prove you are listening by implementing feedback whenever possible
+ Create brand ambassadors of your employees and recruits
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Alexis Smith

Product Marketing Consultant
LinkedIn

11:25 am - 11:55 am Finding the Right Outsourced Partner to Support an Exponentially Growing Customer Base

+ Key considerations to identifying an outsourcing partner that fits your organization
+ How to reduce customer effort in tandem with partners amidst rapid growth
+ Best practices in which lines of business are the best candidates for outsourcing

11:25 am - 11:55 am Developing the Next Generation: Postmates’ New Take on Leadership Development

Donna Drehmann - Director of Customer Experience & Training, Postmates
+ PODS leadership development training to achieve SMART goals
+ Utilizing and applying Lominger Competencies to equip your leaders for success
+ Tools and solutions for your agents to handle stressful situations and deliver quality experiences
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Donna Drehmann

Director of Customer Experience & Training
Postmates

12:00 pm - 12:30 pm Next Generation Member Centricity: Activate Members for Self Empowerment

+ Enable digital channels to embrace proactive health over reacting to illness
+ Break down silos to create synergies across all customer facing divisions
+ Leverage contact center technology to personalize customer care

12:00 pm - 12:30 pm Cultural Transformation + Digital Transformation: How to Get Executive Leadership in Cadence with Customer Contact Strategy

Jared Benesh - Executive Director of Contact Center Technology / Product Strategy, Quicken Loans
+ Shift cultural norms to understand the necessity of technology to catalyze success
+ Understand motivations of senior leadership to drive engagement at all levels
+ Technology is not “optional” and drives the results rather than the “why”
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Jared Benesh

Executive Director of Contact Center Technology / Product Strategy
Quicken Loans

12:00 pm - 12:30 pm Mastering Change Management: From Spreadsheets to Salesforce

+ Manage technology expectations when shifting to new systems
+ Sell the vision of improved process to employees to foster engagement
+ Provide visibility behind reasons for change to build trust

Interactive Discussion Groups (C)

Customer Journey Mapping

10:50 am - 11:20 am Best Practices in Journey Mapping Inclusive of All Stakeholders
Alison Lichtenstein - Director, Customer Experience Design, Dow Jones
+ Take a top down approach to journey mapping to expedite understanding
+ Zoom into granular journey layers to draw out actionable insights
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Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

Actionable Analytics

10:50 am - 11:20 am Speech Analytics: Metrics Built to Enhance Individual Agent Performance
Dilesh Bansal - Senior Director, Customer Care Strategy & Analysis, ADT
+ Identify improvement opportunities down to the agent level
+ Analyze individual performance to provide supervisors visibility in large teams
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Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

Intelligent Routing

10:50 am - 11:20 am Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
+ Map the impact of IVR across service functions
+ Create complete customer view with intelligent IVR from help center to desktop

Voice Of The Customer

10:50 am - 11:20 am Capturing Customer Journeys through Service Blueprinting
Kevin Bottoms - Global VP, Business Development, TELUS International
+ How service blueprinting can bridgeVOC and the internal organization
+ Mitigate pain points with VOC data, blueprints and six sigma methods
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Kevin Bottoms

Global VP, Business Development
TELUS International

Design Thinking For Cx

10:50 am - 11:20 am Using Human Centered Design to Improve Business
Lori Cobb - Former VP Customer Solutions, Cummins
+ Teach people to interact with customers at their core
+ Link customer empathy with usability of services
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Lori Cobb

Former VP Customer Solutions
Cummins

Agent Performance

10:50 am - 11:20 am Empower Agents through Experience Engineering
+ How can you get agents comfortable with building customer experiences
+ Four-phase training module around experience engineering

Learning & Development

10:50 am - 11:20 am How to Train Brand Voice in the Contact Center
+ How to develop agents to be brand ambassadors through every customer interaction
+ How to manage training requirements across a myriad of customer support functions including outsourcing partners


Self Service

10:50 am - 11:20 am How to Build and Implement a New Self Service Solution
Lisa E. Griffin - VP Patient Access, Vanderbilt University Medical Center
+ Understand the needs and requirements for a self service technology
+ Partnerships and training required for successful implementation
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Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

1:30 pm - 2:00 pm Strengthen the Foundational Pillars of the Customer Function

Nate Brown - Director of Customer Experience, UL EHS Sustainability
CX + EX: Designing Customer Experiences to Optimize Employee Efficiency
+ Transform employees into a VOC your voice of the customer engine
+ Seamlessly Integrate feedback from agents into product improvements
+ Manage the transforming customer service roles evolution in today’s experience economy
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Nate Brown

Director of Customer Experience
UL EHS Sustainability

1:30 pm - 2:00 pm Strategic Benchmarking for Executives in Customer Contact

Donna Drehmann - Director of Customer Experience & Training, Postmates
Safety First: How to Integrate “Trust & Safety” into Your Existing Customer Care Model
+ Why trust and safety are crucial to your customer’s experience and brand trust
+ Understand key competencies in which to recruit and set Trust & Safety agents up for success
+ Tactics of development and implementation of a Trust & Safety function
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Donna Drehmann

Director of Customer Experience & Training
Postmates

1:30 pm - 2:00 pm Skill Development for Next Generation Contact Center Leaders

The In’s and Out’s of Contact Center and CX Technology Selection
+ Leading and managing value-based partner selection
+ Navigate the complex vendor landscapes with crafted criteria
+ Enable team members to contribute to technology evaluation specific to their architecture

2:05 pm - 2:35 pm How to Raise the Bar on Agent Retention

Leigh Roach - Customer Service Manager, Johnston & Murphy
+ The secret behind Johnston & Murphy’s 90% retention rate
+ Critical items to keep employees happy
+ How recruitment and onboarding ties forms the retention foundation
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Leigh Roach

Customer Service Manager
Johnston & Murphy

2:05 pm - 2:35 pm Influencing Behaviors: Customizing KPI’s that Incentivize Desired Outcomes

+ A unique model for custom-built KPI’s by specific customer function role
+ How to balance quality and productivity
+ Maintain a “scrappy” environment to pivot metrics quickly

2:05 pm - 2:35 pm From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operations

+ Address best practices for setting up new contact center operations
+ How to achieve both quantity and quality metrics in contact center operations
+ Create scalable models to support future growth

2:40 pm - 3:10 pm Adding a New Channel: Manage the End-to-End Process of Channel Adoption

Derek Johnson - VP of Customer Care, Chamberlain
+ Streamline customer interactions by adding a new channel
+ Advance customer channels and associated training correlated with updated product offerings
+ Case study of Chamberlain’s adoption of a new chat channel
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Derek Johnson

VP of Customer Care
Chamberlain

2:40 pm - 3:10 pm The Customer Success Manager: Focus on CX to Drive Recurring Revenue

Kris Crichton - VP Sales and Account Management,, Equifax
+ Narrow feedback loops between product and sales teams
+ Remove siloes across units with consistent VOC collection methods
+ Build a centralized organizational structure for customer success
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Kris Crichton

VP Sales and Account Management,
Equifax

2:40 pm - 3:10 pm Build Brand Identity with Customer Empathy at the Core

Interactive Discussion Groups (D)

Customer Journey Mapping

1:30 pm - 3:10 pm Best Practices in Journey Mapping Inclusive of All Stakeholders
Alison Lichtenstein - Director, Customer Experience Design, Dow Jones
+ Take a top down approach to journey mapping to expedite understanding
+ Zoom into granular journey layers to draw out actionable insights
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Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

Actionable Analytics

1:30 pm - 3:10 pm Speech Analytics: Metrics Built to Enhance Individual Agent Performance
Dilesh Bansal - Senior Director, Customer Care Strategy & Analysis, ADT
+ Identify improvement opportunities down to the agent level
+ Analyze individual performance to provide visibility in large teams
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Dilesh Bansal

Senior Director, Customer Care Strategy & Analysis
ADT

Intelligent Routing

1:30 pm - 3:10 pm Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
+ Map the impact of IVR across service functions
+ Create complete customer view with intelligent IVR from help center to desktop

Voice Of The Customer

1:30 pm - 3:10 pm Capturing Customer Journeys through Service Blueprinting
Kevin Bottoms - Global VP, Business Development, TELUS International
+ How service blueprinting can bridge VOC and the internal organization
+ Mitigate pain points with VOC data, blueprints and six sigma methods
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Kevin Bottoms

Global VP, Business Development
TELUS International

Design Thinking For Cx

1:30 pm - 3:10 pm Using Human Centered Design to Improve Business
Lori Cobb - Former VP Customer Solutions, Cummins
+ Teach people to interact with customers at their core
+ Link customer empathy with usability of services
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Lori Cobb

Former VP Customer Solutions
Cummins

Agent Performance

1:30 pm - 3:10 pm Empower Agents through Experience Engineering
+ How can you get agents comfortable with building customer experiences
+ Four-phase training module around experience engineering

Learning & Development

1:30 pm - 3:10 pm How to Train Brand Voice in the Contact Center
+ How to develop agents to be brand ambassadors through every customer interaction
+ How to manage training equirements across a myriad of customer support functions including outsourcing partners


Self Service

1:30 pm - 3:10 pm How to Build and Implement a New Self Service Solution
Lisa E. Griffin - VP Patient Access, Vanderbilt University Medical Center
+ Understand the needs and requirements for a self service technology
+ Partnerships and training required for successful implementation
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Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

3:15 pm - 4:15 pm Networking Break In The Expo Hall: Demo Drive And “Meet The Customer” Prize Drawing

The final networking break is a chance for you to win big and take even more back from Vegas than you gambled for! 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 3:30 PM at the CCW Digital Lounge.

3:45 pm - 4:15 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
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Kendal Jolly

Managing Director, Culture and Brand Awareness
Toll Brothers

4:15 pm - 4:15 pm Main Conference Concludes