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

Day Four - Main Conference & Expo: Friday, 18th January 2019

7:00 am - 7:10 am Check-In

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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Colleen Beers

SVP
Alorica

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Megan Burns

Founder & Principal
Experience Enterprises

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Mario Matulich

Executive Director
Customer Management Practice

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Becky Ploeger

VP, Sales & Service Strategy
USAA

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John Pompei

Head of Player Experience Operations
Electronic Arts

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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Cory Kreeck

Group VP, People Operations
Beachbody

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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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Dr. Natalie Petouhoff

VP, Customer Service Innovations
Salesforce Service Cloud

9:20 am - 10:45 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 CLINIC BY:

TIME BLOCK C: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

For 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.

TIME BLOCK C: TRACKS

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

10:45 am - 10:50 am Host Opening Remarks
Carl Lane - Head of Sales and Support, Wix.com


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Carl Lane

Head of Sales and Support
Wix.com

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

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

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

11:25 am - 11:55 am Employee Brand Engagement: Employees as Your Most Valuable Customers
Alexis Smith - Former Head of Employer Brand, Anheuser-Busch
  • 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

Former Head of Employer Brand
Anheuser-Busch

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

12:00 pm - 12:30 pm Next Generation Member Centricity: Activate Members for Self Empowerment
Deb Denure - Associate Director, Sales Learning and Performance, Humana
  • 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
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Deb Denure

Associate Director, Sales Learning and Performance
Humana

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

10:45 am - 10:50 am Host Opening Remarks
Brian LaRoche - Marketing Director, CallMiner


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Brian LaRoche

Marketing Director
CallMiner

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

10:50 am - 11:20 am 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

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

11:25 am - 11:55 am CCW ANALYST CHAT Remote Transformation: How the American Cancer Society Transitioned from Traditional to Virtual
Reid London - Managing Director of Operations, American Cancer Society
Brian Cantor - Principal Analyst & Director, CCW Digital
+ The business case for virtual agents
+ Building the strategy and managing the transition from traditional to virtual
+ Benefits of remote, from engagement to an expanded hiring pool
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Reid London

Managing Director of Operations
American Cancer Society

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Brian Cantor

Principal Analyst & Director
CCW Digital

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

12:00 pm - 12:30 pm CCW ANALYST CHAT Lessons for the Contact Center from a VP of People Operations
Cory Kreeck - Group VP, People Operations, Beachbody
Brian Cantor - Principal Analyst & Director, CCW Digital
  • + Create a customer-centric culture, in and out of the contact center
  • + Develop personalization in agent management
  • + Best practices in agent engagement
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Cory Kreeck

Group VP, People Operations
Beachbody

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Brian Cantor

Principal Analyst & Director
CCW Digital

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

10:45 am - 10:50 am Host Opening Remarks
Sedarius Perrotta - Chief Product Evangelist, Shelf


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Sedarius Perrotta

Chief Product Evangelist
Shelf

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

10:50 am - 11:20 am Ignite Your CX Career Path into the Boardroom
Cory Kreeck - Group VP, People Operations, Beachbody
  • Simple steps to proactively elevate your career
  • Use your CX experience as a catalyst for growth
  • Build alliances, manage your manager and align what you want with what the company needs
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Cory Kreeck

Group VP, People Operations
Beachbody

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

11:25 am - 11:55 am Developing the Next Generation: Postmates’ New Take on Leadership Development
Donna Drehmann - Director of CX & 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 CX & Training
Postmates

CCW UNIVERSITY: Skill Development for Next Generation Contact Center Leaders

12:00 pm - 12:30 pm Mastering Change Management: From Spreadsheets to Salesforce
James Kowalczyk - Senior Director, Patient Admission Services, Fresenius Medical Care
  • 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
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James Kowalczyk

Senior Director, Patient Admission Services
Fresenius Medical Care

TIME BLOCK C: IDGs

Time Slots: 10:50 AM - 11:20 AM | 11:25 AM - 11:55 AM | 12:00 PM - 12:30 PM

CUSTOMER JOURNEY MAPPING

10:50 am - 12:30 pm Best Practices in Journey Mapping Inclusive of All Stakeholders
Alison Lichtenstein - Director, Customer Experience Design, Dow Jones
Alice Deer - Sr. Experiential Marketing Manager, Genesys
  • 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

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Alice Deer

Sr. Experiential Marketing Manager
Genesys

ACTIONABLE ANALYTICS

10:50 am - 12:30 pm Speech Analytics: Metrics Built to Enhance Individual Agent Performance
Dilesh Bansal - Senior Director, Customer Care Strategy & Analysis, ADT
Marvie Wright - Director of Sales/Leadership Training, Qualfon
  • 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

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Marvie Wright

Director of Sales/Leadership Training
Qualfon

INTELLIGENT ROUTING

10:50 am - 11:20 am Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
Nirali Amin - Global Solutions Lead, LivePerson
Deb Ori - Customer Care Manager, Subway
  • Map the impact of IVR across service functions
  • Create complete customer view with intelligent IVR from help center to desktop


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Nirali Amin

Global Solutions Lead
LivePerson

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Deb Ori

Customer Care Manager
Subway

  • Manage nuances of VoC between B2B, B2C, and B2B2C
  • Traverse legality and restrictions in gathering feedback


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Casey Macmillan

Trade Customer Support
Whirlpool Corporation

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Doug Hoffschwelle

SVP & GM
ibex

DESIGN THINKING FOR CX

10:50 am - 12:30 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

10:50 am - 12:30 pm Empower Agents Through Experience Engineering
Ted Fortezzo - EVP, Nobelbiz
Mark Killick - VP, Care, Grubhub
  • How can you get agents comfortable with building customer experiences
  • Four-phase training module around experience engineering


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Ted Fortezzo

EVP
Nobelbiz

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Mark Killick

VP, Care
Grubhub

LEARNING & DEVELOPMENT

10:50 am - 12:30 pm How to Train Brand Voice in the Contact Center
Zoe Meinecke - Director of Services, Lessonly
Cheryl China - SVP, Director Credit Card Services, Citizens Bank
  • 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


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Zoe Meinecke

Director of Services
Lessonly

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Cheryl China

SVP, Director Credit Card Services
Citizens Bank

SELF SERVICE

10:50 am - 12:30 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

12:30 pm - 1:25 pm Networking Lunch in the Expo Hall

TIME BLOCK D: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

For 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.


TIME BLOCK D: TRACKS

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

1:25 pm - 1:30 pm Host Opening Remarks
Carl Lane - Head of Sales and Support, Wix.com


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Carl Lane

Head of Sales and Support
Wix.com

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

1:30 pm - 2:00 pm CX + EX: Designing Customer Experiences to Optimize Employee Efficiency
Nate Brown - Director of Customer Experience, UL
  • 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

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

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

PEOPLE PROCESS TECHNOLOGY: Strengthen the Foundational Pillars of the Customer Function

2:40 pm - 3:10 pm Adding a New Channel: Manage the End-to-End Process of Channel Adoption
Vicky Eimer - Manager, CRM Applications & Strategy, Customer Experience, 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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Vicky Eimer

Manager, CRM Applications & Strategy, Customer Experience
Chamberlain

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

1:25 pm - 1:30 pm Host Opening Remarks
Brian LaRoche - Marketing Director, CallMiner


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Brian LaRoche

Marketing Director
CallMiner

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

1:30 pm - 2:00 pm Safety First: How to Integrate “Trust & Safety” into Your Existing Customer Care Model
Donna Drehmann - Director of CX & Training, Postmates
  • 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 CX & Training
Postmates

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

2:05 pm - 2:35 pm The In’s and Out’s of Contact Center and CX Technology Selection
Anil Ravula - Staff VP, Contact Center, Anthem
  • 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
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Anil Ravula

Staff VP, Contact Center
Anthem

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

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

TIME BLOCK D: IDGs

Time Slots: 1:30 PM – 2:00 PM | 2:05 PM – 2:35 PM | 2:40 PM – 3:10 PM

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
Alice Deer - Sr. Experiential Marketing Manager, Genesys
  • 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

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Alice Deer

Sr. Experiential Marketing Manager
Genesys

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
Marvie Wright - Director of Sales/Leadership Training, Qualfon
  • 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

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Marvie Wright

Director of Sales/Leadership Training
Qualfon

INTELLIGENT ROUTING

1:30 pm - 3:10 pm Leverage IVR to Optimize Cross- Channel Experience in the Self Service Economy
Nirali Amin - Global Solutions Lead, LivePerson
Deb Ori - Customer Care Manager, Subway
  • Map the impact of IVR across service functions
  • Create complete customer view with intelligent IVR from help center to desktop


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Nirali Amin

Global Solutions Lead
LivePerson

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Deb Ori

Customer Care Manager
Subway

  • Manage nuances of VoC between B2B, B2C, and B2B2C
  • Traverse legality and restrictions in gathering feedback


img

Casey Macmillan

Trade Customer Support
Whirlpool Corporation

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Doug Hoffschwelle

SVP & GM
ibex

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
Ted Fortezzo - EVP, Nobelbiz
Mark Killick - VP, Care, Grubhub
  • How can you get agents comfortable with building customer experiences
  • Four-phase training module around experience engineering


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Ted Fortezzo

EVP
Nobelbiz

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Mark Killick

VP, Care
Grubhub

LEARNING & DEVELOPMENT

1:30 pm - 3:10 pm How to Train Brand Voice in the Contact Center
Zoe Meinecke - Director of Services, Lessonly
Cheryl China - SVP, Director Credit Card Services, Citizens Bank
  • 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


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Zoe Meinecke

Director of Services
Lessonly

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Cheryl China

SVP, Director Credit Card Services
Citizens Bank

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 - 3:45 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.

3:45 pm - 4:15 pm TRANSFORMATION KEYNOTE A Year in the Life of People, Process and Technology Transformation

Lisa E. Griffin - VP Patient Access, Vanderbilt University Medical Center
The 300-seat Vanderbilt University Medical Center patient access center delivers both inbound and outbound service handling a volume of more than 4 million calls annually.  Since February 2018, Vanderbilt’s contact center leader Lisa Griffin has championed significant transformation through patient access and beyond. In this closing keynote address, here Lisa’s top tips in identifying transformation priorities and delivering on a multifaceted strategy to include:

  • Champion department collaboration: service quality, capacity analytics, change management, administration/operations
  • Implement a new self service tool to serve multiple siloes
  • Reimagine organizational structure supported by contact center support services

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Lisa E. Griffin

VP Patient Access
Vanderbilt University Medical Center

4:15 pm - 4:15 pm CCW Nashville Concludes

We hope to see you in Las Vegas, June 24-28, as we continue our 20th Anniversary celebration.