DAY THREE: MAIN CONFERENCE AND EXPO

Registration & Morning Coffee

7:15 AM - 8:00 AM

CCW OPENING & RECAP OF PREVIOUS DAY

8:00 AM - 8:15 AM

EFFORTLESS KEYNOTE PANEL: Create an Efficient Culture that Drives CX in the Digital World

8:15 AM - 9:00 AM

Radha Penekelapati, Global Head of Vendor Operations, YouTube Alice Pope, Head of Contact Center and Customer Experience Operations, First Tennesse Bank
Our distinguished panellists ensure that all processes and technologies revolve around creating a fast, effortless experience for customers. Discover how they advocate for seamless omnichannel
customer experiences. Walk away with new insight to drive sustainable growth and innovation in a digital world where the customer wants instantaneous support.

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Radha Penekelapati

Global Head of Vendor Operations
YouTube
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Alice Pope

Head of Contact Center and Customer Experience Operations
First Tennesse Bank

MOTIVATIONAL KEYNOTE: Inspire Change within your Culture: Trust, Teamwork and Communication Strategies from a Blind Pilot Jim Platzer

9:00 AM - 9:45 AM

“Look at Change in a different way. Embrace change as it’s our greatest asset. Our business and personal growth comes from change. Look for those opportunities.”
“Jim changed the way we looked at our business. He inspired management, and in turn, he helped us to inspire the change we needed within our culture. For any organization hoping to do the same, Jim is a must see.” — Jeri Ward, Executive VP Chief Communications Officer, Audi of America
Jim Platzer, Motivational Speaker and Blind Pilot, Leader Dogs for the Blind
Jim Platzer is a former President of a distribution facility for a Fortune 500 company forced to an early retirement due to a degenerative condition that leads to blindness. After a challenging
transition, Jim found Leader Dogs for the Blind, who matched him with a dog and trained them both to see the world in an entirely new way leading to a renewed sense of purpose.
The loss of sight has increased Jim’s vision 10 fold. This inspire keynote will help you discover how your most important sense is your sense of purpose. Jim will transport you to the world he
experiences each day. Through his true story and everyday experiences, Jim conveys a message of self-empowerment and hopes that will change how you communicate inside and outside
your organization. You will be amazed by the video of him flying a plane – relying on trust and communication – instead of vision.

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Jim Platzer

Motivational Speaker and Blind Pilot
Leader Dogs for the Blind

Morning Networking and Demo Drive in the Expo Hall
Take this opportunity to meet our dynamic event sponsors and partners during this extended networking break and demonstration drive. Quick, structured meetings will give you the opportunity to maximize your time. Meet with all vendors at the event to be entered for a chance to win one of the fabulous prizes provided by our sponsors.

INFORMAL MEET-UPS WITH INDUSTRY LEADERS

9:45 AM - 10:40 AM

·· Beef up training to get the capabilities your need for fast customer responsiveness
·· Create a frictionless customer experience and speed up resolution
·· Translate customer analytics into business intelligence for efficient service delivery
·· Hire and lead the next generation of talent that can handle strategic interactions
·· Integrating systems – Get your systems talking to each other
·· Create operational efficiencies and reduce the cost of goods sold

MEET-AND-GREET WITH JIM PLATZER

9:45 AM - 10:40 AM

Meet our motivational keynote and blind pilot, Jim Platzer, where he’ll be distributing
autographed photos.

5 minute transition

10:40 AM - 10:45 AM

NEW INTERACTIVE DISCUSSION GROUPS (IDGs) BEGIN – SELECT THREE
During this part of the event, delegates will be sorted into groups of 20 to take part in Interactive Discussions around today’s hot topics. You will get the opportunity to pre-register for three topics and will rotate between your choices every 30 minutes. Discussion groups are kept small to ensure all delegates get the opportunity to ask their most pressing questions ensuring a perfectly tailored experience.

ROTATION ONE: 10:45 AM - 11:15 AM | ROTATION TWO: 11:20 AM - 11:50 AM | ROTATION THREE: 11:55 AM - 12:25 PM

INTERACTIVE DISCUSSION TOPICS

10:45 AM - 12:25 PM Self-Service: Your Efficiency Booster

·· Reduce the flow of low level
transactional calls
·· Deploy specific solutions including
Text-to-Speech and Voice
Biometrics

10:45 AM - 12:25 PM Nearshoring: Competitive Advantages

·· Take advantage of the fact that
nearshoring allows quick travel
times for clients
·· Balance price, service and speed
of contact

10:45 AM - 12:25 PM Help Departments Adapt for the Quickly Changing Digital Landscape

·· Leverage data to provide hyperpersonalized
experiences
·· Use multiple platforms to speed up
communication, and improve your
brand presence

10:45 AM - 12:25 PM Directed Gamification Based Incentive Programs

·· Create effective incentive,
recognition and reward programs
·· Improve contact center KPIs
including: average call time,
quality, sales conversations and
adherence to schedule

10:45 AM - 12:25 PM Capitalize on Actionable Data: As your Business Grows, Data Skyrockets

·· Manage the escalating volume
of data and turn it into business
insight
·· Navigate the landscape of tools
and capabilities

10:45 AM - 12:25 PM Find and Keep Efficient, Customer-Centric Employees

·· What are best practices for hiring
today’s strategic worker who fits
with your culture and high growth
environment?
·· Set and develop personal
and career goals to retain
top performers through
interdepartmental learning and
development programs

10:45 AM - 12:25 PM Customer Interaction Automation

·· Employ AI to automate customer
interactions in mobile and social at
scale
·· Develop a conversational interface
(UI) and understanding for
successful automation

10:45 AM - 12:25 PM Capitalize on Actionable Data: As your Business Grows, Data Skyrockets

·· Manage the escalating volume
of data and turn it into business
insight
·· Navigate the landscape of tools
and capabilities

10:45 AM - 12:25 PM Getting the Most out of Scarce Resources

·· Provide strategic information to
speed up progress and remove
roadblocks
·· Plan projects and ensuring they
are ahead of schedule and onbudget

10:45 AM - 12:25 PM Drive Superior CX through Employee Engagement

·· Empower your employees and
make them feel valued
·· Use engagement tools to gain buyin
and motivate your workforce

Strolling Networking Luncheon in Expo Hall

12:30 PM - 1:45 PM

TRACK SESSIONS BEGIN
Customize your learning. You are welcome to move in and out of the tracks as you see fit! Tracks will be 40 minutes in length with five minutes for transition. Attending as a group? Why not split up, attend different sessions and share your notes! All-access passes get priority seating in tracks.

TRACK A
FUTURE LEADERS LAB

1:45 PM - 1:55 PM Chairperson’s Opening Remarks

Troy Mills, Chief Academic Officer, CCW University

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Troy Mills

Chief Academic Officer
CCW University

TRACK A
FUTURE LEADERS LAB

1:55 PM - 2:35 PM BUILDING FOR THE FUTURE: Technology for Resolving Business Delays/Problems

Blythe Kazmierczak, Executive Vice President, Axios HR
This course will focus on how to implement
technology that resolves pain points and
speeds up your customer responsiveness.
Learn how to evaluate vendors, conduct
RFPs and calculate ROI.

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Blythe Kazmierczak

Executive Vice President
Axios HR

TRACK A
THE INTELLIGENT WORKFORCE

1:45 PM - 1:55 PM Chairperson’s Opening Remarks

TRACK A
THE INTELLIGENT WORKFORCE

1:55 PM - 2:35 PM LEVERAGE CONSUMER INSIGHTS to Drive Growth

Brian Calderwood, Director - IT Customer Contact Solutions, Walgreens
Find out how companies understand and
segment customers in focused regions
and around the globe. Discover how
to generate bundles of ideas that are
relevant and evolve with customers.

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Brian Calderwood

Director - IT Customer Contact Solutions
Walgreens

TRACK C
CONTACT CENTER 2025: GET READY FOR FUTURE TRANSFORMATION

1:45 PM - 1:55 PM Chairperson’s Opening Remarks

TRACK C
CONTACT CENTER 2025: GET READY FOR FUTURE TRANSFORMATION

1:55 PM - 2:35 PM DIGITAL TOOLS: Mission Critical Technology Updates

Belinda Field, Associate Vice President, ISN
Discover how award winning ISN recently
underwent major technology updates
including: centralizing CRM, installing
cloud based phone systems and
integrating them to automate customer
facing products. Learn how to move
through a global stabilization process
and realize the ROI on technology
investments.

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Belinda Field

Associate Vice President
ISN

TRACK D
CCW EXECUTIVE CLUB

1:45 PM - 1:55 PM Chairperson’s Opening Remarks

TRACK D
CCW EXECUTIVE CLUB

1:55 PM - 2:35 PM FACEBOOK, AI AND BOTS: Transform your Speed and Customer Knowledge

Daniella Peting, Social Media Manager, North America and Global Co-Lead, Social Media Center of Excellence, Motorola Solutions, Inc.
Data and AI are the biggest tech
trends and data drives AI. Find out
how Motorola Solutions is leveraging
Facebook and AI to advertise within
Messenger and enable customers to
select solutions through Bots.

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Daniella Peting

Social Media Manager, North America and Global Co-Lead, Social Media Center of Excellence
Motorola Solutions, Inc.

5 minute transition

2:35 PM - 2:40 PM

TRACK A

2:40 PM - 3:20 PM EXECUTIVE ENGAGEMENT AND COMMUNICATION: Improve your Predictions for What’s Around the Corner

Sean Sweet, Service Center Director, Hackbarth Delivery Service Chris Blackmon, Service Center Day Manager, Hackbarth Delivery Service
We have a challenge today in terms of
levels of complexity. When things get
tight, often training is what goes down.
This course will focus on: closing the gap
in becoming the quick thinking knowledge
leader, creating a business case for
CX initiatives and speaking the C Suite
language armed with efficiency data.

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Sean Sweet

Service Center Director
Hackbarth Delivery Service
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Chris Blackmon

Service Center Day Manager
Hackbarth Delivery Service

TRACK B

2:40 PM - 3:20 PM AI = AUGMENTED INTELLIGENCE

According to CCW Digital Research, 69%
plan to consider AI technology (including
bots) this year. Find out how to position
Artificial Intelligence as Augmented
Intelligence and take advantage of the
opportunity to super charge agent speed
and effectiveness.

TRACK C

2:40 PM - 3:20 PM SELF SERVICE: Driving Efficiency while Balancing the Impact to the Business

Christopher Hieb, Managing Director, Signal Hill
What are the demographics and
technologies that created the need for self
service? How can you apply self service in
an omni channel environment while being
mindful of the impact to churn.

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Christopher Hieb

Managing Director
Signal Hill

TRACK D

2:40 PM - 3:20 PM TECHNOLOGY IMPACT: Solve Real Business Challenges and Save Time

Jon Perera, Vice President, Adobe
We are in a world of conversational
commerce with IoT, Voice and AI paving
the future. As we continue to put in new
technology, how do we ensure it focuses on
business impact and saves someone’s time?

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Jon Perera

Vice President
Adobe

Final Networking Break and Demo Drive Prize Drawing in the Expo Hall

3:20 PM - 4:05 PM

Take this final opportunity to connect with vendors. Prizes will also be drawn for those attendees who visited all vendors throughout the course of the main conference. You must be present
to win.

CLOSING KEYNOTE: Disrupted, or Disruptor? You Decide

4:05 PM - 4:50 PM

Gene Lunger, Executive Vice President, Retail Operations, Ashley HomeStore
Learn how the world’s largest furniture manufacturer and North America’s # 1 home furnishings retailer are avoiding commoditization and obsolescence by disrupting themselves. In a wildly
competitive $100B+ industry the guest experience is the ultimate differentiator. The war is over, and the consumer has won. Give the guest what they want, when they want it, through the
channel they choose - or suffer the consequences.

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Gene Lunger

Executive Vice President, Retail Operations
Ashley HomeStore

Main Conference Concludes

4:50 PM - 5:50 PM