Day Two - Workshop Day: Wednesday, 16th January 2019
8:00 am - 8:15 am Check-In: Workshop A
8:15 am - 11:00 am WORKSHOP A: Evaluation Digital Transformation Readiness with the Customer Service Maturity AssessmentNitin Badjatia - Head of Business Strategy, Customer Service Management, ServiceNow
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.
Nitin BadjatiaHead of Business Strategy, Customer Service Management
11:00 am - 11:15 am Check-In: Workshop B
11:15 am - 2:00 pm WORKSHOP B (working lunch): Professor Customer: Empower Your Customers to Teach You CX Delivery They DeserveJim Iyoob - Chief Customer Officer, Etech Global Services
Micki McCormick - Director of Training & Employee Development, Getaroom
Manny Marrero - Director of Operations, Getaroom
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.
Jim IyoobChief Customer Officer
Etech Global Services
Micki McCormickDirector of Training & Employee Development
Manny MarreroDirector of Operations
2:00 pm - 2:15 pm Check-In: Workshop C
2:15 pm - 5:00 pm WORKSHOP C: AI Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies TodayBrian LaRoche - Marketing Director, CallMiner
Michael Hull - Customer Success Director, Callminer
Ryan Carrigan - Solutions Architect, CallMiner
Chad Schott - VP of Learning & Quality, HomeAdvisor/ Angie’s List
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.
Brian LaRocheMarketing Director
Michael HullCustomer Success Director
Ryan CarriganSolutions Architect
Chad SchottVP of Learning & Quality
HomeAdvisor/ Angie’s List
5:00 pm - 5:30 pm Workshops Conclude
5:30 pm - 6:00 pm New Attendee OrientationMichael DeJager - Principal Analyst & Head of Production, Customer Management Practice
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 team at the new attendee orientation and get to know other newbies, learn how to navigate the program and make the most of your CCW experience.
6:00 pm - 6:00 pm Offsite Welcome Reception: Ole Red
TECHNOLOGY & INNOVATION FOCUS DAY
8:00 am - 8:10 am Check-In
8:10 am - 8:15 am Opening RemarksMario Matulich - Executive Director, Customer Management Practice
8:15 am - 8:45 am CCW Digital presents CUSTOMER CONTACT 2019 PREDICTIONS BRIEFBrian Cantor - Principal Analyst & Director, CCW Digital
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.
8:45 am - 9:00 am SPECIAL REPORT BRIEF CX AutomationBrian Cantor - Principal Analyst & Director, CCW Digital
Virtually no customer experience topic is commanding more hype (and investment consideration) than automation. However, many are missing the true value of automation. They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: elevating the quality of customer engagement. CCW Digital’s Special Report on CX Automation includes:Four ways automation can meaningfully elevate customer contactHow to ensure your automation initiatives are customer-centric, agent-centric and performance-centricFive best practices for unlocking the real value of automationEight examples of automation done right
Check out CCW Digital’s CX Automation Special Report.
9:00 am - 9:30 am PROJECT ANALYSIS: The Journey of AI Implementation through Service DesignSamuel Carrington - Former Help & Service Design Manager, Lyft
Michael DeJager - Principal Analyst & Head of Production, Customer Management Practice
Samuel has worked with several transformative and rapidly-growing companies including Minted, Upwork, Checkr, and Lyft; these companies are committed that service is a differentiator and that support should be rare and seek to strike the balance between a self-service-forward help environment and effortless access to human agents. As our companies continue the trend of rapid growth, customer needs will require more delicate and personalized service ecosystems. In this project analysis, Samuel will share his story about:
+ What is Service Design and its fundamentals?
+ The role of Service Design in Customer Experience
+ Strategies and nuances of implementing AI to create a better service ecosystem
Samuel CarringtonFormer Help & Service Design Manager
9:30 am - 11:00 am INTERACTIVE EXERCISE Build-a-Bot: Einstein Artificial Intelligence CampfireBen Shuey - Lead Solution Engineer, Salesforce
During today’s Build-a-Bot Campfire event, you’ll be blazing a trail to happy customers and happy agents on the world’s #1 customer service platform. Our Service Cloud trail guides will lead you down a path to faster, smarter customer service. You’ll join a design thinking team to create pristine customer experience use cases, create beautiful bot visual prototypes and put it all into action with a live Salesforce chat bot built with Einstein artificial intelligence. Everyone who completes this activity leaves with a working chatbot to take home and show your friends! Explore the intelligent customer service technology behind Einstein Chatbots that drives agent productivity and customer satisfaction in a whole new way.
Ben ShueyLead Solution Engineer
11:00 am - 11:30 am Break
11:45 am - 12:15 pm PROJECT ANALYSIS The Integrated Customer Journey: Leverage Agents to Prototype TechnologyBarton May - Director Call Center Platforms, IT Planning & Strategy, Hilton
Sandy Ko - Research Development Analyst & Conference Director, 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 solutionsEngage employees as internal champions to improve processesCentralize customer apps to give agents a 360 customer view
Barton MayDirector Call Center Platforms, IT Planning & Strategy
Sandy KoResearch Development Analyst & Conference Director
Customer Management Practice
12:15 pm - 1:45 pm INTERACTIVE EXERCISE: Customer Journey Mapping in Practice (working lunch)
Customer Journey Mapping is a fundamental skill for all customer-focused professionals. The serve as a core competency for collecting customer data and are a powerful catalyst for involving customers in define problems and designing solutions. In this interactive activity, we go back to basics on the fundamentals of journey mapping, complete with pitfalls and best practices for a solid foundation.
1:45 pm - 2:15 pm Break
2:15 pm - 2:30 pm SPECIAL REPORT BRIEF: Agent PerformanceBrian Cantor - Principal Analyst & Director, CCW Digital
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. 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.
2:30 pm - 3:00 pm PROJECT ANALYSIS: Implementing a KCS (Knowledge, Content, Structure) Platform for Agent ManagementMario Matulich - Executive Director, Customer Management Practice
Kris Crichton - VP Sales and Account Management,, Equifax
At Equifax, many transactions seemed just that, transactional. However, Kris, recognized that these transactions, whether B2B or B2C, need to be customer focused and went back to the drawing board to reinvent their customer journeys. The KCS platform she implemented helped her department to align with the call centers and provide a quick and efficient way to narrow the feedback loops back to the product teams.
In this one-on-one interview, Kris will share:
+ How to identify pain points to create and implement a KCS platform
+ Reinventing content to make customer journeys for both B2B and B2C and agent engagement more sensible and meaningful
+ Refocus on the customer to create a customer-centric based organization instead of a transactional organization for customer success
Kris CrichtonVP Sales and Account Management,
3:00 pm - 4:30 pm INTERACTIVE EXERCISE: Curate a Performance Model to Mitigate Risk and Optimize TalentFredrik Tunvall - Offering Management - IBW Watson Assistant, IBM Watson
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.
Fredrik TunvallOffering Management - IBW Watson Assistant
4:30 pm - 5:00 pm Focus Day Concludes
5:00 pm - 6:00 pm New Attendee OrientationMichael DeJager - Principal Analyst & Head of Production, Customer Management Practice
Are you new to Customer Contact Week? Not to worry! Join the CCW team 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 Welcome Reception: Ole Red
Meet us at the check in desk next to Griffin Ballroon at 5:30 PM.
The bus will depart from the Function Lobby at 6:00 PM.