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

Day Three - Main Conference & Expo: Thursday, 17th January 2019

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

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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

8:20 am - 8:50 am 20TH ANNIVERSARY KEYNOTE: Design and Deliver 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.
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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, develop curriculum for continued education, and create 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.
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Carla Moore

VP of Sales Strategy
HBO

9:20 am - 10:45 am NETWORKING BREAK IN THE EXPO HALL: Demo Drive

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: Delivering Happiness

CARLA MOORE BOOK SIGNING: Crash: Leading Through the Wreckage


TIME BLOCK A: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS 

On 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.


TIME BLOCK A: 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 CX Automation: Addressing AI Cross Functionally for Customer Success
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 strategy connect with the customer function
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Vinay Mummigatti

Chief Automation Officer
LexisNexis

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

11:25 am - 11:55 am CCW ANALYST CHAT Take Customer Communication to the Next Level with Two-Way, Conversational Messaging
Dan Gesser - Chief Revenue Officer, Teckst
Brian Cantor - Principal Analyst & Director, CCW Digital
+ Best practices in curating and implementing a messaging strategy
+ Pros and cons of synchronous vs. asynchronous messaging
+ Efficiencies created for both agents and customers


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Dan Gesser

Chief Revenue Officer
Teckst

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Brian Cantor

Principal Analyst & Director
CCW Digital

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

12:00 pm - 12:30 pm CCW ANALYST CHAT Unifying the Customer Journey: Curate Holistic Experiences from Marketing to Sales and Support
Brian Cantor - Principal Analyst & Director, CCW Digital
Alan Berkson - Global Director of Community Outreach, Analsyt Relatins, Freshworks
+ How a 360-degree customer view helps break down silos
+ Understand journey mapping across functions
+ Technologies needed for unified engagement
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Brian Cantor

Principal Analyst & Director
CCW Digital

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Alan Berkson

Global Director of Community Outreach, Analsyt Relatins
Freshworks

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 What Is Your Customer Experience Mission?
Jeannie Walters - CEO & Chief CX 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 CX Investigator
360Connext

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

11:25 am - 11:55 am Distill the Fear of Digital Transformation: Engaging Employees to Embrace Change
Kandy White - VP, Service Technology, Small Business Services, 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 Services
ADP

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

12:00 pm - 12:30 pm UX Methods for Improved Call Volume: How to Leverage Human-Centered Design with Process Improvement
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

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

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: Next Generation L&D and Contact Center Leader Skill Development

10:50 am - 11:20 am Elevating Employee Engagement: Happy Workers Mean Happy Customers
Brian Carlson - Senior Director of 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 of Patient Experience
Vanderbilt University Medical Center

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

11:25 am - 11:55 am The In’s and Out’s of Agent Coaching
Lemmonstine Poindexter - Customer Relations Manager, Nashville Electric Service
  • Focus on a strong foundation for skill-based coaching success
  • How to identify the up-and-coming talent in the contact center
  • Nuances of leadership development coaching
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Lemmonstine Poindexter

Customer Relations Manager
Nashville Electric Service

CCW UNIVERSITY: Next Generation L&D and Contact Center Leader Skill Development

12:00 pm - 12:30 pm How to Develop a Model for Meaningful Agent Career Paths
Mike Marrow - CEO, Qualfon
  • Curate a culture of employee longevity
  • Design and effectively communicate both horizontal and vertical development opportunities
  • How getting career pathing right leads to unprecedented retention


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Mike Marrow

CEO
Qualfon

TIME BLOCK A: IDGs

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

Chatbots

10:50 am - 12:30 pm Leverage Bots for Human Interaction Optimization
Ashley Welch - Director of Service, Lola
Ted Hunting - SVP, Marketing, Bright Pattern
  • Allow bots to improve the information efficiencies
  • How to continuously improve your chatbot solution


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Ashley Welch

Director of Service
Lola

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Ted Hunting

SVP, Marketing
Bright Pattern

Omnichannel

10:50 am - 12:30 pm Delivering World-Class Experiences through Connected Channels
Susanne Sasso - Project Manager, Subway
Boris Grinshpun - General Manager of Digital Solutions, LiveVox
  • Curate omnichannel strategy based on VOC data
  • Identifying and implementing the right technology platforms


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Susanne Sasso

Project Manager
Subway

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Boris Grinshpun

General Manager of Digital Solutions
LiveVox

Remote Agents

10:50 am - 12:30 pm Manage the Transformation from Traditional to Virtual Workspace
Reid London - Managing Director of Operations, American Cancer Society
Tommy Fradenburgh - Solution Consultant, Aspect
  • Develop the strategy and toolkits need to move agents from physical to virtual workspace
  • Optimize workforce management to retain top talent and grow geographically


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Reid London

Managing Director of Operations
American Cancer Society

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Tommy Fradenburgh

Solution Consultant
Aspect

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
Abinash Tripathy - Founder & Chief Strategy Officer, Helpshift
  • 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

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Abinash Tripathy

Founder & Chief Strategy Officer
Helpshift

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
Samuel Carrington - Former Help & Service Design Manager, Lyft
  • The power of pairing customer data and machine learning technology
  • Where to start when integrating personalization into an existing end-toend experience

Hosted by: IBM Watson


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Samuel Carrington

Former Help & Service Design Manager
Lyft

Customer Loyalty

10:50 am - 12:30 pm Leverage CX Products and Content to Drive Loyalty
Erin O'Brien - Command Center Manager, Subway
Scott Ballantyne - Chief Marketing Officer, First Orion
  • Products as a third CX pillar to complement operations and services
  • Take products to the next local through localization


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Erin O'Brien

Command Center Manager
Subway

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Scott Ballantyne

Chief Marketing Officer
First Orion

Proactive Engagement

10:50 am - 12:30 pm How to Leverage Data to Shape Customer Conversations
Karla Russell - Senior Director, Customer Success, Monster
Dani Apgar - EVP of Customer Success, RapportBoost.AI
  • Easy to use machine learning solutions that predict and deliver the best responses before the customer encounters a pain point to enhance loyalty
  • Motivate and coach agents to utilize technology solutions and drive their own increases in performance


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Karla Russell

Senior Director, Customer Success
Monster

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Dani Apgar

EVP of Customer Success
RapportBoost.AI

12:30 pm - 1:30 pm NETWORKING LUNCH IN THE EXPO HALL


1:30 pm - 2:00 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

2:00 pm - 3:25 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

BRILLIANCE CLINIC BY:

TIME BLOCK B: CHOICE OF TRACKS OR INTERACTIVE DISCUSSION GROUPS

On 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.


TIME BLOCK B: TRACKS

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

3:25 pm - 3:30 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

3:30 pm - 4:00 pm Creating a Scalable Customer Service Organization with Cloud Contact Center and AI
Aarde Cosseboom - Director of GMS Technology & Workforce Management, TechStyle
Brian Spraetz - Senior Product Marketing Manager, NICE inContact
  • How to merge separate contact center solutions into a single, comprehensive cloud platform
  • Deliver operational nimbleness that business needs to succeed and grow


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Aarde Cosseboom

Director of GMS Technology & Workforce Management
TechStyle

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Brian Spraetz

Senior Product Marketing Manager
NICE inContact

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

4:05 pm - 4:35 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

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

4:40 pm - 5:10 pm Creating Effortless Experiences through Holistic Digital Transformation
Kelley Kurtzman - VP, Global Consumer Sales & Service Centers, 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 & Service Centers
Verizon

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

3:25 pm - 3:30 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 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 crossfunctional visibility
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Alison Lichtenstein

Director, Customer Experience Design
Dow Jones

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

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

CCW EXECUTIVE CLUB: Strategic Benchmarking for Executives in Customer Contact

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

CCW UNIVERSITY: The CCW Community by Women for Women

3:25 pm - 3:30 pm Host Opening Remarks
Colleen Beers - SVP, Alorica


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Colleen Beers

SVP
Alorica

CCW UNIVERSITY: The CCW Community by Women for Women

3:30 pm - 4:35 pm Career Journey as Women in the Industry
Kelley Kurtzman - VP, Global Consumer Sales & Service Centers, Verizon
+ Q & A panel with Kelley and her team
+ Learn Kelley's Top 10 Secrets to Success
+ The importance of having mentorship, sponsorship and coaching
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Kelley Kurtzman

VP, Global Consumer Sales & Service Centers
Verizon

CCW UNIVERSITY: The CCW Community by Women for Women

4:40 pm - 5:10 pm Diversity & Inclusion: How to Make Your Voice Count
Dr. Natalie Petouhoff - VP, Customer Service Innovations, Salesforce Service Cloud

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Dr. Natalie Petouhoff

VP, Customer Service Innovations
Salesforce Service Cloud

TIME BLOCK B: IDGs

Time Slots: 3:30 PM – 4:00 PM | 4:05 PM – 4:35 PM | 4:40 PM – 5:10 PM

Chatbots

3:30 pm - 5:10 pm Leverage Bots for Human Interaction Optimization
Ashley Welch - Director of Service, Lola
Ted Hunting - SVP, Marketing, Bright Pattern
  • Allow bots to improve the information efficiencies
  • How to continuously improve your chatbot solution

Hosted by:


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Ashley Welch

Director of Service
Lola

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Ted Hunting

SVP, Marketing
Bright Pattern

Omnichannel

3:30 pm - 5:10 pm Delivering World-Class Experiences through Connected Channels
Susanne Sasso - Project Manager, Subway
Boris Grinshpun - General Manager of Digital Solutions, LiveVox
  • Curate omnichannel strategy based on VOC data
  • Identifying and implementing the right technology platforms

Hosted by:


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Susanne Sasso

Project Manager
Subway

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Boris Grinshpun

General Manager of Digital Solutions
LiveVox

Remote Agents

3:30 pm - 5:10 pm Manage the Transformation from Traditional to Virtual Workspace
Reid London - Managing Director of Operations, American Cancer Society
Tommy Fradenburgh - Solution Consultant, Aspect
  • Develop the strategy and toolkits need to move agents from physical to virtual workspace
  • Optimize workforce management to retain top talent and grow geographically

Hosted by:


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Reid London

Managing Director of Operations
American Cancer Society

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Tommy Fradenburgh

Solution Consultant
Aspect

Cx Automation

3:30 pm - 5:10 pm Optimize Response Time in the Customer’s Channel of Choice with AI
Chris Hoffman - Head of Customer Care, Helix
Abinash Tripathy - Founder & Chief Strategy Officer, Helpshift
  • Address steps to creation of automation in customers most frequent channels
  • Manage workflow and employee engagement with changes in technology

Hosted by:


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Chris Hoffman

Head of Customer Care
Helix

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Abinash Tripathy

Founder & Chief Strategy Officer
Helpshift

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
Samuel Carrington - Former Help & Service Design Manager, Lyft
  • The power of pairing customer data and machine learning technology
  • Where to start when integrating personalization into an existing end-toend experience

Hosted by: IBM Watson


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Samuel Carrington

Former Help & Service Design Manager
Lyft

Customer Loyalty

3:30 pm - 5:10 pm Leverage CX Products and Content to Drive Loyalty
Scott Ballantyne - Chief Marketing Officer, First Orion
Erin O'Brien - Command Center Manager, Subway
  • Products as a third CX pillar to complement operations and services
  • Take products to the next local through localization

Hosted by:


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Scott Ballantyne

Chief Marketing Officer
First Orion

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Erin O'Brien

Command Center Manager
Subway

Proactive Engagement

3:30 pm - 5:10 pm How to Leverage Data to Shape Customer Conversations
Karla Russell - Senior Director, Customer Success, Monster
Dani Apgar - EVP of Customer Success, RapportBoost.AI
  • Easy to use machine learning solutions that predict and deliver the best responses before the customer encounters a pain point to enhance loyalty
  • Motivate and coach agents to utilize technology solutions and drive their own increases in performance

Hosted by:


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Karla Russell

Senior Director, Customer Success
Monster

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Dani Apgar

EVP of Customer Success
RapportBoost.AI

5:15 pm - 5:45 pm INFLUENCER KEYNOTE: Thanks for Coming In Today: Creating a Culture Where Employees Thrive and Customer Service Is Alive

Charles Ryan Minton - President of CRM Hospitality & Consulting LLC., CCW Influencer Keynote
By providing your customers with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most organizations forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out. In this dynamic closing keynote, Ryan will share his key themes to cultivating a corporate culture that is both customer- and employee-centric.
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Charles Ryan Minton

President of CRM Hospitality & Consulting LLC.
CCW Influencer Keynote

5:45 pm - 6:45 pm 20th Anniversary Cocktail Reception

Ryan Minton Book Signing: Thanks for Coming In Today