DAY TWO: MAIN CONFERENCE AND EXPO

Registration & Morning Coffee

7:00 AM - 8:00 AM

Opening Remarks from the CCW Team

8:00 AM - 8:20 AM

GAME CHANGER KEYNOTE: Building Digital Relationships

8:20 AM - 9:00 AM

Terry Jones, , Founder, Travelocity.com | Founding Chairman, Kayak.com | Chairman, WayBlazer.com
How will your customer contact you today? In the store, via the phone, on your web site, read a tweet, friend you on Facebook? There is no way to know. In this presentation, e-commerce
pioneer Terry Jones gives your audience the keys to unlock the mystery of how to deal with today’s omni channel customer. While face-to-face contact isn’t going away, companies that lack an
effective online relationship strategy are being left behind.
Keeping up with today’s omni channel customer is a daunting task. Terry’s long experience in the on line world (Travelocity, Kayak, Wayblazer and the boards of ten digital companies) will show you
how to succeed in this complex digital world. From search to social, mobile to big data, local to logistics, Terry will cover what you need to know now to keep 21st century customers satisfied.

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Terry Jones


Founder, Travelocity.com | Founding Chairman, Kayak.com | Chairman, WayBlazer.com

SPEED & EFFICENCY KEYNOTE: Harnessing Technology Solutions to Quickly Connect Services to the People that Need It

9:00 AM - 9:45 AM

Kelly Callahan Cruise, President and CEO, United Way Association of South Carolina
Today’s customer wants access to information here and now. The delivery of instantaneous support must be a key focus as customers expect questions and problems to be resolved as
quickly as possible. UWASC’s SC 2-1-1 Contact Center, one of the largest non-profit contact in the U.S. with 250 seats, handles life and death customer interactions. Discover how they
are leveraging innovative technology – usually reserved for the corporate sector – in a non-profit environment. The full safety net include: chat, text, e-mail, and apps to speed up human
assistance to connect “customers” to the services they need.

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Kelly Callahan Cruise

President and CEO
United Way Association of South Carolina

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.

EXPO HALL MEET-UPS

9:45 AM - 10:40 AM

Break away from the action to take dedicated time solving “What’s Keeping you Up at
Night?” with today’s CX trailblazers. Located right in our expo hall, CCW presents you
with the opportunity to participate in the meet-up of your choice:
·· Develop Cross-Channel Profiling of Customers
·· Create a digital customer experience roadmap
·· Pinpoint how Machine Learning and AI will drive CX
·· Tap into data driven marketing to address consumers in a hyper-personalized fashion
·· Empower agents to resolve issues at the first point of contact

BOOK SIGNING WITH GAME CHANGER KEYNOTE TERRY JONES

9:45 AM - 10:40 AM

Terry Jones, , Founder, Travelocity.com | Founding Chairman, Kayak.com | Chairman, WayBlazer.com
Meet the morning’s Game Changer Keynote, Terry Jones, and
pick up a copy of his book, ON Innovation. Every business
needs to innovate, but few know where to start. ON Innovation
provides leaders with 72 simple but powerful ideas they can
create a more innovative organization.

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Terry Jones


Founder, Travelocity.com | Founding Chairman, Kayak.com | Chairman, WayBlazer.com

5 minute transition

10:40 AM - 10:45 AM

10:45 AM - 12:25 PM Reduce Effort – Internally and Externally

·· Speed up communication
with customers in an omni
channel environment
·· Exploring ways to either
use multiple platforms or
one aggregated set for your
business needs

10:45 AM - 12:25 PM Develop a Personalized Strategy to Deliver Efficient Services

·· Conduct customer
segmentation and lifetime
value measurement to
prioritize experience
designs and deliver
·· Launch digital tools for
speed and efficiency and
delivering on business
metrics

10:45 AM - 12:25 PM Evolution of Technology Combined with Expertise

·· Discover how to invest
in both human talent and
technology to create a
passion driven CX.
·· Understand why some
interactions are best suited
for automation while others
need a human touch

10:45 AM - 12:25 PM From Omni Channel to Auto Channel: Speed is at the Heart

·· Prepare for the shift from an
omni channel to an autochannel
environment
·· Deliver results in an autochannel
environment
characterized by speed,
on-demand and effortless
experience

10:45 AM - 12:25 PM Power Great Experiences Across Digital Channels

·· Eliminate frustrating. costly
silos and deliver the ability
to design, orchestrate,
personalize and deliver
journeys at scale across all
channels
·· Break your digital channels
out of their silos to
provide true omnichannel
experiences.

10:45 AM - 12:25 PM Optimize Efficiency with a State of the Art Workforce Optimization Platform

·· Streamline tasks with a
platform that delivers on
workforce optimization,
quality and intelligence
·· Drive employee
engagement by simplifying
work processes and
vacation planning

10:45 AM - 12:25 PM How to Move the Operational Needle on Performance

·· Discover how to use KPIs
to evaluate efficiency and
drive actionable insights
·· How to gain an outside in
perspective

10:45 AM - 12:25 PM Develop Your CX Journey Map

·· Create a visual portrayal
of the many touch points
where a customer interacts
with your brand
·· Ensure the customer has
a consistent, effortless
experience

10:45 AM - 12:25 PM Save Time and Money in the “Sharing Economy”

·· Find out how Fluid Market
is a community sharing app
that allows neighbors to
borrow and share things
they don’t use everyday
·· Hear about the new
industry disruptor trend of
short term uses and rentals
that avoid ownership

10:45 AM - 12:25 PM Self-Help: A Time Saving Tool for Effortless Experience

·· Take advantage of self
service tools to deliver
effortless CX and free up
agent time
·· Deploy smart solutions
including MVoice Biometrics
and Text-To-Speech

10:45 AM - 12:25 PM Human Emulation Technology: Automate Tasks with National Language Processing

·· Start from the ground up:
conduct research, create a
business case and select a
technology partner
·· Get computers to emulate
humans virtually

10:45 AM - 12:25 PM Boost Agent Productivity

·· Synchronize customer data
·· Automate workflows to
boost agent productivity

Strolling Networking Lunch in the 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 AM - 1:55 AM 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 PEOPLE LEADERSHIP: Implement Positive Coaching to Drive Irrational Customer Loyalty

Kevin Chesney, Assistant Vice President, Alpine Bank of Colorado
What changes can you expect as you
move up the ladder in leading others?
How can you focus on positive coaching
and foster employee happiness and well
being to drive higher productivity. This
course will focus on: culture, efficiency,
leadership, customer centricity and
career pathing.

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Kevin Chesney

Assistant Vice President
Alpine Bank of Colorado

TRACK B
THE EFFICIENT WORKFORCE

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

TRACK B
THE EFFICIENT WORKFORCE

1:55 PM - 2:35 PM NEXTGEN TRAINING: Speed It Up by Working with Robots and Machine

At a recent Global Business Forum,
the VP and Chief Science Officer at
IBM Global remarked “Doctors need
to be taught with datascopes – not
stethoscopes from day one.” The same
is true in contact centers – How do you
teach the next generation of employees
how to work with machines to speed up
their role?

TRACK C
TRANSFORMATIONAL STRATEGY / TECHNOLOGY

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

TRACK C
TRANSFORMATIONAL STRATEGY / TECHNOLOGY

1:55 PM - 2:35 PM “HUMAN ENGINEERING”: What’s the Cadence on Improving Technology and Process?

Mikko Ollila, Senior Director of Business Management, Expedia
Expedia is delivering an effortless
experience by improving the customer
journey seamlessly, and consistently; they
have the ability to feed back internally the
customer journey and happiness rating
in near real time. Find out how Expedia is
also instilling a culture of quick test and
learns in an agile environment.

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Mikko Ollila

Senior Director of Business Management
Expedia

TRACK D
CCW EXECUTIVE CLUB

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

TRACK D
CCW EXECUTIVE CLUB

1:55 PM - 2:35 PM Evolution/Revolution of your CX TRANSFORMATION

Kathleen Attinello, SVP Global Customer Service, Dun & Bradstreet
Discover how Dun & Bradstreet’s CX
transformation is focusing on questioning
everything – people, technology and
process. As you transform into an
operational CX strategy, make sure you
are threading through the analytics in the
form of leading indicators to guide your
strategy and inform key stakeholders.

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Kathleen Attinello

SVP Global Customer Service
Dun & Bradstreet

5 minute transition

2:35 PM - 2:40 PM

TRACK A

2:40 PM - 3:20 PM FINANCIAL LEADERSHIP: Demonstrate Efficiency

Hui Wu-Curtis, Senior Director, Customer Care Strategy, Choice Hotels
Show your C Suite how you improve
efficiency and speed up operations.
Discover how to use data and storytelling
techniques to get the resources you
need to improve team efficiency
including: gamification, knowledge
management and analytics. Learn to
crunch the numbers to focus on speed of
agent and speed of CX.

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Hui Wu-Curtis

Senior Director, Customer Care Strategy
Choice Hotels
Health Net Federal Services’ mission is
to help our nation’s active duty military,
their families, and our Veterans receive
world-class contact centers services in
helping them with their healthcare needs.
Discover how they are evolving customer
care to tailor service to all generations
including Millennials and Seniors through
sms text, web solutions and moving
transactions to self service.

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Fidel Ligsay

Vice President, Contact Centers
Health Net Federal Services (subsidiary of Centene Organization)
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Ezra Easley

Regional Director
Health Net Federal Services

TRACK C

2:40 PM - 3:20 PM ALIGN THE CORE: How a Day in July Turned Vendors into Partners and Started a Digital Transformation

Johnny Russo, Associate Vice President, eCommerce and Digital Strategy, Mark's Work Wearhouse (a Canadian Tire company)
A winning strategy requires getting all
parties aligned around the same goal. In
this session, hear how Canada’s leading
casual apparel, footwear, and workwear
retailer, Mark’s, brought all of its digital
vendors into their strategic planning
process, which ignited a change from a
traditional retailer to one that is ready for
a Digital Transformation.

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Johnny Russo

Associate Vice President, eCommerce and Digital Strategy
Mark's Work Wearhouse (a Canadian Tire company)

TRACK D

2:40 PM - 3:20 PM CONNECTIVITY WITH CUSTOMERS: Is it Keeping you Up at Night?

Mickey Kinder, Vice President of Operations, Financial Center Federal Credit Union
Amazon is eating everyone’s lunch and
geo-tracking through cell phones is
taking away business. What’s the best
strategic approach when everyone wants
to steal away customers? It’s the great
equalizer and it’s exponential.

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Mickey Kinder

Vice President of Operations
Financial Center Federal Credit Union

Afternoon Networking Break in the Expo Hall

MEET UP WITH CHRISTOHER HIEB

3:20 PM - 4:05 PM

Christopher Hieb, Managing Director, Signal Hill
Christopher Hieb, author of the Customer Interaction Management Platform (CIMP)
investment thesis, technologist and investment banker at Signal Hill with
decades of industry experience focused on the customer interaction/engagement space,
provides perspectives and insights on technologies and market
trends driving capital deployments and M&A in the near- and long-term.

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Christopher Hieb

Managing Director
Signal Hill

BOOK SIGNING WITH JIM IYOOB

3:20 PM - 4:05 PM

Jim Iyoob, Chief Customer Officer, Etech Global Services
Pick up a copy of The Future of Contact Centers by Matt Rocco
and Jim Iyoob to learn about the upcoming transformations
impacting the
traditional customer service operation.

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Jim Iyoob

Chief Customer Officer
Etech Global Services

OPERATIONAL EXCELLENCE: Create a Culture of Engaged, Efficient Employees

4:05 PM - 4:45 PM

Ed Ariel, VP Service Operations, ezCater
Future leaders must be equipped with
the skills to engage their workforce.
Understand what motivates teams – is it
recognition, money, teamwork, respect?
Improve communication and culture to
improve staff efficiency.

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Ed Ariel

VP Service Operations
ezCater

METRICS THAT MATTER: Establish a Repeatable Process to Measure CX and Department Effectiveness

4:05 PM - 4:45 PM

Jim Thomsen, VP Customer Care, Sign-Zone
Discover how SignZone created a
repeatable, sustainable process to
measure the customer’s experience
and the department’s effectiveness,
and efficiency, while adopting an
incentive program for the customer
representatives.

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Jim Thomsen

VP Customer Care
Sign-Zone

SELF SERVICE: Drive Efficiency through any Channel by Moving Interactions to Self Service

4:05 PM - 4:45 PM

Jeeyoo Song, Customer Strategy Manager, Blue Apron Michelle Chiu, Senior Director, Customer Experience, Blue Apron
Customers want to be empowered to
identify and resolve their own problems.
Discover how to develop a significant
self service strategy that saves time and
money that can be reallocated to other
areas of the business.

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Jeeyoo Song

Customer Strategy Manager
Blue Apron
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Michelle Chiu

Senior Director, Customer Experience
Blue Apron

Make Significant Investments in the DIGITAL FOOTPRINT to Get Ready for 2020

4:05 PM - 4:45 PM

Calvin St. Juste, Executive Director, Comcast
Comcast’s recent reorganization combined the customer experience and customer teams with technology and products to deliver superior end to end effortless experience. Find out how Calvin is leading the social strategy to: engage socially across Facebook. Twitter, Instagram and YouTube, communicate in do-it-yourself forums like Reddit and drive conversations in platform communities including Next Door. Every decision at Comcast is made with the customer in mind; the customer even has a seat at the C-Suite table.

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Calvin St. Juste

Executive Director
Comcast

5 minute transition

4:45 PM - 4:50 PM

CELEBRITY KEYNOTE: Success at the Speed of Communication

4:50 PM - 5:35 PM

Ryan Leslie, Grammy Nominated Singer, Songwriter, Rapper and Entrepreneur, Founder and CEO of SuperPhone
Ryan Leslie is a Grammy nominated singer, songwriter, rapper and entrepreneur who graduated from Harvard at the age of 19. He is also the Founder and CEO of SuperPhone. Find out how
Ryan is revolutionizing one to one experiences with fans through A.I.
·· Develop a deeper understanding of consumer behavior
·· Forge genuine connections with your loyal supporters
·· Generate wealth in today’s digital age
·· Transition from Customer Relationship Management (CRM) to Personal Relationship Management (PRM)

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Ryan Leslie

Grammy Nominated Singer, Songwriter, Rapper and Entrepreneur
Founder and CEO of SuperPhone

Customer Management Practice Research Report

5:35 PM - 6:00 PM

Mario Matulich, Executive Director, Customer Management Practice
CMP Executive Director Mario Matulich delivers the latest insight from the team of analysts at the Customer Management Practice. The first day of Customer Contact Week culminates with
some of the key takeaways from CMP’s cutting edge research.

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Mario Matulich

Executive Director
Customer Management Practice

CCW Cocktail Reception in the Expo Hall

6:00 PM - 7:00 PM