DAY ONE: PRE-CONFERENCE WORKSHOPS


Select 3 different workshops that align with your development areas. All workshop leaders are trained to deliver and execute effective training programs, giving you the solid strategies to take back and implement at your own contact center. Each workshop will include one thought leader speaker plus one client for a case study.

Registration for Workshops A and B

8:00 AM - 8:15 AM

We live in a world where customers want to talk to brands all the time and expect
instant gratification. Discover how to launch a chatbot strategy that solves real business
challenges and provides instant customer gratification. In this interactive workshop,
discover how chatbots can help with efficiency, revenue and engagement.
·· Solve real business problems – don’t simply create a chatbot strategy
·· Gain C suite support by through customer satisfaction scores
·· Leverage AI to take humans to the next level and create new jobs.

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Scott Darrohn

Big Tuna/COO
Fishbat
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Joe Falcone

Lead, Medical Digital Solutions
Bristol-Myers Squibb
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Priya Darouian

Director, Worldwide Medical Capabilities, Customer Experience
Bristol-Myers Squibb
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Eyal Grayesvksy

CEO and Co-Founder
Mya

WORKSHOP B

8:15 AM - 11:15 AM VOC… Listening to your Customers to Drive your Experience

Dawn Bradney, Vice President of Customer Support and Audit, Macro Helix (a division within McKesson)
Checking the box in a feedback survey adds no value if you don’t execute on it. In this
interactive workshop, discover how to drive and prioritize change utilizing your VOC data.
·· Design the functions of the teams you need to create in order to execute the customer
journey
·· Take a proactive approach to the changes that you’re executing to improve the
customer experience
·· Create a customer advisory board to execute change based on VOC

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Dawn Bradney

Vice President of Customer Support and Audit
Macro Helix (a division within McKesson)

Registration for Workshops C and D

11:15 AM - 11:30 AM

WORKSHOP C

11:30 AM - 2:30 PM GENERATIONAL SHIFT: What’s your Strategy as Millennials Take Control of The Purse Strings?

Roger Lee, Principal Evangelist, Customer Experience Management Growth Initiatives, OpenText
Millennials are now the largest generation in the U.S.; Forbes estimates they will spend
an estimated $200 billion annually and $10 trillion over their consumer lifetimes.
·· Deliver experiences and provide service that is smarter, faster and more
technologically advanced
·· Provide exceptional service to the generation that

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Roger Lee

Principal Evangelist, Customer Experience Management Growth Initiatives
OpenText

WORKSHOP D

11:30 AM - 2:30 PM MINING FOR GOLD IN CUSTOMER CALLS: Using AI to Put Quality back into Customer Service

Ryan Lindsay, Sales Operations Manager - Business Analytics, MegaPath Jim Iyoob, Chief Customer Officer, Etech Global Services
You know there’s a goldmine of insights buried in the voice channel, but manually
listening to and analyzing every phone call is challenging, cost prohibitive and prone
to human subjectivity and errors. AI, machine learning and other scary-sounding
technologies promise to free humans from the burdens of space and time, allowing you
to capture rich customer insights from every call. Discover the steps YOU need to take
TODAY to transform your organization with these tools and platforms. Find out how to:
·· Analyze every phone conversation in real time, and provide leadership with actionable,
searchable insights based on VOC
·· Identify clear next steps to infusing AI into your operations
·· Find patterns in your data and automate descriptive, predictive and prescriptive analytical tasks
·· Reduce costs, improve customer experience, boost productivity and increase revenue

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Ryan Lindsay

Sales Operations Manager - Business Analytics
MegaPath
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Jim Iyoob

Chief Customer Officer
Etech Global Services

Registration for Workshops E and F

2:30 PM - 2:45 PM

WORKSHOP E

2:45 PM - 5:45 PM MOBILE MANIA: Re-Imagine Customer Service in a Digital, Customer Centric World

Jesse Hoobler, Vice President, Pitney Bowes
How do you prosper in a world where consumers hate being “sold to,” shop on their
mobile devices and want instant gratification? Now more than ever, CX is shaped and
delivered through digital interactions.
·· Learn how today’s consumer, the Cloud and the Internet of Things are driving change
·· Adapt to the digital world and gain competitive advantage

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Jesse Hoobler

Vice President
Pitney Bowes

WORKSHOP F

2:45 PM - 5:45 PM GO BEYOND THE BAGELS: Use Design Thinking for Motivating and Engaging Employees

Diane Magers, Chairman of the Board, Customer Experience Professionals Association (CXPA) Judy Bloch, Vice President, Customer Experience, Citi
It’s important to understand how employees are engaged with your brand especially as their
role and competencies are changing. In this workshop, discover how to use design thinking
to understand what’s going on with employees and pinpoint how to provide them with the
environment they’re looking for. If you take the same lens you use for customers and turn it to
employees, that will give you the Voice of the Employee insight needed.
·· Use design approaches like empathy mapping and journey mapping to discover what
your employees experience today
·· Gain insights into ways to meet employees’ needs and boost performance
·· Drive deeper understanding beyond the typical external rewards

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Diane Magers

Chairman of the Board
Customer Experience Professionals Association (CXPA)
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Judy Bloch

Vice President, Customer Experience
Citi

NEW ATTENDEE ORIENTATION

6:00 PM - 6:45 PM

Are you a first time CCW attendee? Join the CCW Production and Operations team for a new attendee orientation program. We’ll take you through the show guide, explain how the tracks work,
discuss the expo hall programming, highlight the networking opportunities and answer any questions. Here’s your chance to get on the path to success while meeting fellow “newbies.”

CCW Welcome Reception

7:00 PM - 7:45 PM

Kick off Customer Contact Week in style, reconnecting with old friends and making new connections with CCW attendees.