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169 Sessions
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Mon Jun 19

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All Sessions (169)
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Mon Jun 19
8:00 AM
8:00 AM - 9:00 AM PDT / 3:00 PM - 4:00 PM Your local time   (1 hour)
Check-in & Breakfast
Caesars Forum, Prefunction 4
Start your Customer Contact Week experience with a delicious and energizing
breakfast, and network with fellow attendees as you prepare for an exciting day
of learning, sharing, and growth. Take advantage of this opportunity to fuel up
and make new connections before diving into the day's sessions.

9:00 AM
9:00 AM - 9:30 AM PDT
4:00 PM - 4:30 PM Your local time
(30 min)
CCWomen Summit
Caesars Forum, Summit 209-214
9:00 - 9:30 AM
Welcome to the CCWomen Summit
We are thrilled to welcome you to the 2023 CCWomen Summit and this dynamic
community of trailblazing female executives from across industries and
generations, to address the opportunities and challenges facing women in
customer contact - and shape the future of contact center and CX worldwide.  
 
9:10 - 9:30 AM
Ice, Ice, Baby
Break the ice and get to know the members of the CCWomen community. This
peer-to-peer networking activity will help you grow and build your own network
through various prompts and activities designed with you in mind.
Read More
Sandy Ko
Founder & Principal, CCWomen; Senior Analyst, Customer Contact & Conference
Director
Customer Management Practice
Speaker
Sponsored By:

9:00 AM - 9:30 AM PDT
4:00 PM - 4:30 PM Your local time
(30 min)
Customer Contact Leadership Institute
Caesars Forum, Summit 218-221
The Customer Contact Leadership Institute (CCLI) is an intensive educational
experience designed specifically for high potential managers who aspire to be
directors, VPs, and chiefs. CMP Research has developed a curriculum that
combines a rigorous academic grounding with real world application to enhance
and enrich the work of the contact center executive in their leadership role in
their company.
Read More
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Powered By:

9:00 AM - 9:30 AM PDT
4:00 PM - 4:30 PM Your local time
(30 min)
Technology & Innovation Focus Day
Caesars Forum, Summit 215-217
Technology & Innovation Focus Day, powered by CCW Digital, delivers
comprehensive, cutting-edge content across the most critical (and disruptive)
customer contact technology. Each session features an analyst-led topic
briefing, critical analysis of real-world case studies, and an interactive
activity that’ll take each topic from theory to practice in the context of your
own business.
Read More
Brooke Lynch
Market Research Analyst and Staff Writer
Customer Management Practice
Speaker
Brian Cantor
Managing Director, CCW Digital
Customer Management Practice
Speaker

Powered By:

9:30 AM
9:30 AM - 10:30 AM PDT
4:30 PM - 5:30 PM Your local time
(1 hour)
CCWomen Summit
Caesars Forum, Summit 209-214
9:30 - 10:00 AM
Be the Captain of Your Career: Lessons in Being Your Champion and Cheerleader
Join Fabiola Corvera-Stimeling, VP of Client Experience at Northwestern Mutual,
as she shares her journey as an immigrant and woman of color in the corporate
world. Learn how to overcome stereotypes and imposter syndrome by being your
champion and cheerleader and identifying opportunities to step outside your
comfort zone to take control of your career.  
 
As an immigrant and woman of color, Fabiola Corvera-Stimeling understands
firsthand the challenges of navigating the corporate world. In this CCWomen
spotlight session, she will share her journey and the lessons she's learned.
You'll discover how to overcome the limiting effects of stereotypes, combat
imposter syndrome, and become your own champion and cheerleader. You'll also
learn how to identify opportunities to step outside your comfort zone and take
control of your career, no matter your obstacles.  
 
Learning Objectives:
- Understand the impact of stereotypes on career advancement, particularly for
women and minorities
- Learn strategies to overcome imposter syndrome and build self-confidence
- Discover how to become your champion and cheerleader to take control of your
career
- Identify opportunities to step outside your comfort zone and advance your
career goals
 
Why You Should Attend: Whether you're just starting in your career or are a
seasoned professional, this session will provide valuable insights and
strategies for taking control of your career. You'll learn from the personal
experiences of Fabiola Corvera-Stimeling, a successful executive who has
navigated the challenges of being an immigrant and woman of color in the
corporate world. Join us to discover how to overcome stereotypes and imposter
syndrome, build self-confidence, and become the captain of your career.  
 
10:00 - 10:30 AM
Strategies for Existing Loudly: Women in Power Share Their Best Practices
Join CCWomen's trailblazers in this tell-all session as they share their best
practices for existing loudly as a leader, coworker, friend, mom, mentor, and
more. Learn to move confidently, take up space, sharpen your leadership skills,
and combat imposter syndrome.  
 
In a world where women often have to fight to be heard and seen, developing
strategies for existing loudly is essential. In this CCWomen session, our
trailblazers will share their personal experiences and best practices for moving
confidently, taking up space, and sharpening leadership skills. You'll learn
techniques for existing loudly in various contexts, from the workplace to
personal relationships. Additionally, you'll discover how to combat imposter
syndrome, a common challenge that can hold women back from reaching their full
potential.  
 
Learning Objectives:
- Understand the importance of existing loudly in various contexts, including
leadership, coworker relationships, and personal relationships.
- Learn strategies for moving in confidence and taking up space.
- Discover methods for sharpening your leadership skills.
- Develop techniques for combating imposter syndrome.
 
Why You Should Attend: If you want to enhance your leadership skills, boost your
confidence, and combat imposter syndrome, this session is for you. Our
trailblazers have extensive experience in various industries and contexts, and
they'll share their insights and best practices for existing loudly. You'll
learn practical techniques that you can apply immediately in your personal and
professional life. So join us to take the first step towards existing loudly and
making your voice heard.
Read More
Shandra Richardson
Senior Operations Officer, SVP
Greenfield Savings Bank
Speaker
Sandy Ko
Founder & Principal, CCWomen; Senior Analyst, Customer Contact & Conference
Director
Customer Management Practice
Speaker
Joanna Moser
Senior Director, Data & Analytics Strategy
Medallia
Speaker
Dr. Fabiola Corvera-Stimeling
VP of Client Experience
Northwestern Mutual
Speaker
Genefa Murphy
Chief Marketing Officer
Five9
Speaker

Sponsored By:

9:30 AM - 10:30 AM PDT
4:30 PM - 5:30 PM Your local time
(1 hour)
Leadership Institute: Achieving Operational Excellence for Exceptional Customer
Experiences
Caesars Forum, Summit 218-221
Learn actionable insights and best practices for achieving operational
excellence in the contact center and driving exceptional customer experiences.  
 
Achieving operational excellence is critical to delivering exceptional customer
experiences and driving business results in the contact center. In this session,
we'll explore practical strategies and best practices for achieving operational
excellence, from identifying the right KPIs to organizing data for actionable
insights, establishing evaluation schemes and customer feedback mechanisms, and
testing the customer experience. You'll learn how to select the right KPIs to
measure your team's performance, use data to identify areas of improvement, and
establish effective evaluation schemes and customer feedback mechanisms. We'll
also discuss best practices for testing the customer experience and ensuring
that your operations align with customer needs and expectations.  
 
Learning Objectives:
- Understand the importance of achieving operational excellence for exceptional
customer experiences.
- Learn how to identify the best mix of KPIs to evaluate performance in the
contact center.
- Discover how to organize your data for actionable insights and use it to drive
operational improvements.
- Explore how to establish effective evaluation schemes and customer feedback
mechanisms.
- Learn best practices for testing the customer experience and ensuring your
operations align with customer needs and expectations.
 
Why You Should Attend: Achieving operational excellence is critical to
delivering exceptional customer experiences and driving business results in the
contact center. In this session, you'll learn actionable insights and best
practices for achieving operational excellence, from identifying the right KPIs
to testing the customer experience. Take advantage of this opportunity to gain
insights and practical tips for achieving operational excellence and driving
exceptional customer experiences.
Read More
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Powered By:

9:30 AM - 10:30 AM PDT
4:30 PM - 5:30 PM Your local time
(1 hour)
Tech & Innovation: Revolutionizing Customer Service with Generative AI
Caesars Forum, Summit 215-217
Discover how generative AI is transforming the customer service and call center
industry, bringing tailored, personalized responses and a natural conversation
to customer engagement. This session will explore the benefits of generative AI
in call centers, such as faster response times, improved accuracy, and increased
customer satisfaction.  
Generative AI is revolutionizing the customer service and call center industry,
transforming it in all sectors, from hospitality to finance, healthcare to
eCommerce. This session will explore how generative AI is used in call centers
to automate pre-call, in-call, and post-call activities, such as after-call
documentation, agent coaching, and summarization. We will discuss how language
models automate customer engagement, creating a natural conversation
indistinguishable from an actual human. Additionally, we will explore how
AI-powered chatbots respond swiftly to complex customer queries, hold more
meaningful discussions, and escalate the conversation to humans when necessary.
 
Learning Objectives:
- Understand how generative AI is transforming the customer service and call
center industry.
- Explore the benefits of generative AI in call centers, such as faster response
times and increased customer satisfaction.
- Learn about the latest AI-powered chatbots and how they are being used to
respond to complex customer queries.
- Discover how language models automate customer engagement and create a natural
conversation indistinguishable from an actual human.
Why You Should Attend: By attending this session, you will better understand how
generative AI is transforming the customer service and call center industry. You
will learn about the latest AI-powered chatbots, how they are being used to
respond to complex customer queries, and how language models are used to create
a natural conversation indistinguishable from an actual human. Additionally, you
will discover how generative AI can drive better customer experiences and
increase efficiency in call centers, ultimately leading to higher customer
satisfaction. This session is ideal for customer service and call center leaders
who want to stay ahead of the curve and leverage the latest technologies to
enhance customer experiences.
Read More
Brian Cantor
Managing Director, CCW Digital
Customer Management Practice
Speaker
Brooke Lynch
Market Research Analyst and Staff Writer
Customer Management Practice
Speaker

Powered By:

10:30 AM
10:30 AM - 11:00 AM PDT / 5:30 PM - 6:00 PM Your local time   (30 min)
Networking Break
Caesars Forum, Prefunction 4

11:00 AM
11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
CCWomen Summit
Caesars Forum, Summit 209-214
11:00 - 11:30 AM
Unleashing the Power of the Female Voice in Customer Contact Leadership
Women are the backbone of the customer contact industry, yet they are
significantly underrepresented in leadership positions. The time is now to
shatter that glass ceiling and pave the way for a more inclusive future.  
Join Diane Acevedo, SVP of Operations & CX at Gabb Wireless and Co-Founder of
Utah's 40 Women Over 40, as she shares practical strategies to help women tap
into their feminine energy, build confidence, and leverage their strengths to
achieve business success.  
 
During this session, Diane will draw on her extensive executive leadership
experience to provide insights into overcoming common barriers women face in
leadership positions. You'll discover practical strategies to help you build a
network of professional women and learn how to stay true to your authentic self
while driving greater success leading your customer contact and CX teams.  
 
Learning Objectives:
- Understand the importance of using your unique voice to make an impact in
customer contact leadership
- Discover practical strategies for building confidence, leveraging your
strengths, and tapping into your feminine energy
- Learn how to overcome common barriers women face in leadership positions
- Learn about the founding of Utah's 40 Women Over 40 and how to build
supportive networks of professional women.
 
Why You Should Attend: This session is essential for any female executive who
manages customer contact and CX in their organization. You'll gain valuable
insights and practical strategies from a successful female leader in the
industry. By unleashing the power of your unique voice, you can drive greater
success in customer contact leadership and be a part of the movement to increase
gender diversity in leadership positions. Plus, you'll have the opportunity to
connect with like-minded professionals and be a part of a supportive network of
women. Take advantage of this chance to take your career to the next level. Join
us and unleash the power of your female voice.  
 
11:30 AM - 12:00 PM
Advancing Your Voice: Women in Power Share Strategies for Existing Loudly
Join CCWomen's trailblazers in this tell-all session as they share their best
practices for existing loudly in various contexts, including leadership,
coworker relationships, personal relationships, and more. Learn to move
confidently, take up space, sharpen your leadership skills, and combat imposter
syndrome.  
 
CCWomen's trailblazers are back to share more insights and best practices for
existing loudly in various contexts. In this session, you'll learn from women in
power who have successfully navigated the challenges of being heard and seen. In
addition, you'll discover strategies for existing loudly as a leader, coworker,
friend, mom, mentor, and more. You'll also learn how to move confidently, take
up space, sharpen your leadership skills, and combat imposter syndrome.  
 
Learning Objectives:
- Understand strategies for existing loudly in various contexts, including
leadership, coworker relationships, and personal relationships.
- Learn techniques for moving in confidence and taking up space.
- Discover methods for sharpening your leadership skills.
- Develop techniques for combating imposter syndrome.
 
Why You Should Attend: If you want to enhance your leadership skills, boost your
confidence, and combat imposter syndrome, this session is for you. Our
trailblazers have extensive experience in various industries and contexts, and
they'll share their insights and best practices for existing loudly. You'll
learn practical techniques that you can apply immediately in your personal and
professional life. Join us to take the next step towards existing loudly and
advancing your voice.  
 
12:00 - 12:30 PM
Mastering the Art of Negotiation
Learn how to build your negotiation playbook and level up your negotiation
skills. And discover how to arm yourself with financial education and find
resources to help you ask for a promotion and a raise with confidence.  
 
Asking for a promotion and a raise can feel daunting, especially if you lack
financial education and the necessary negotiation skills. In this session,
you'll learn from Shelley, an expert in negotiation and financial education, who
will teach you strategies for building your negotiation playbook and leveling up
your negotiation skills. You'll also discover how to arm yourself with financial
education and where to find resources to help you ask for a promotion and a
raise confidently.  
 
Learning Objectives:
- Understand the importance of negotiation skills in asking for a promotion and
a raise
- Learn strategies for building your negotiation playbook
- Discover techniques for leveling up your negotiation skills
- Identify resources for arming yourself with financial education
 
Why You Should Attend: Whether you want to ask for a promotion and a raise or
improve your negotiation skills, this session is for you. You'll learn from an
expert who has extensive experience in negotiation and financial education. In
addition, you'll discover practical strategies to immediately apply to build
your negotiation playbook and level up your skills.
Read More
Diane Acevedo
SVP of Operations & CX
Gabb Wireless
Speaker
Sandy Ko
Founder & Principal, CCWomen; Senior Analyst, Customer Contact & Conference
Director
Customer Management Practice
Speaker
Annie Weckesser
CMO
Uniphore
Speaker
Shelley Dunagan
Senior Director of Partnerships and Sales
TNS
Speaker
Stephanie Flint
VP of Training
ResultsCX
Speaker

Sponsored By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Leadership Institute: Building High-Performing Teams and Leading People
Caesars Forum, Summit 218-221
Join this session to learn practical strategies and best practices for building
high-performing teams, empowering and engaging your people leaders, and creating
a successful bench that supports growth and enables change.  
 
Building high-performing teams and leading people is critical to business
success and sustainable growth. In this session, we'll explore practical
strategies and best practices for building a culture of continuous improvement,
empowering and engaging your people leaders, and creating a successful bench
that supports growth and enables change. You'll learn to set goals, provide
feedback, and encourage learning and development to foster innovation,
collaboration, and growth. We'll also delve into the difference between managing
and leading and explore practical strategies for empowering and engaging your
people leaders, such as developing leadership skills, building trust, and
creating a positive work environment. Finally, we'll examine how to build a
successful bench that supports growth and enables change, including identifying
and developing high-potential employees, building a diverse and inclusive team,
and creating a talent management strategy that aligns with your business goals.
 
 
Learning Objectives:
- Understand how to build a culture of continuous improvement that fosters
innovation, collaboration, and growth
- Learn practical strategies for empowering and engaging your people leaders and
developing their leadership skills
- Discover how to build a successful bench that supports development and enables
change
- Learn how to identify and develop high-potential employees and build a diverse
and inclusive team
- Explore how to create a talent management strategy that aligns with your
business goals
 
Why You Should Attend: Building high-performing teams and leading people is
critical to driving business success and achieving sustainable growth. In this
session, you'll learn practical strategies and best practices for building a
culture of continuous improvement, empowering and engaging your people leaders,
and creating a successful bench that supports growth and enables change. Whether
you're a contact center manager, a director, a VP, or a chief, this session is
for you. Take advantage of this opportunity to gain insights and practical tips
for building high-performing teams and leading people for continuous
improvement.
Read More
Patricia Medina
Sr. Director, Contact Center Operations
Garden of Life
Speaker
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker

Powered By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Tech & Innovation: What ChatGPT Means For Customer Service
Caesars Forum, Summit 215-217
The hype is unavoidable. The potential is undeniable. But what results are
actually attainable?  
 
This session will answer that question, revealing everything you need to know
about the state of generative AI technology like ChatGPT. From the use cases to
pursue in the short-term, to the ROI you should expect, to the risks and
pitfalls you must avoid, CCW’s analysts will provide a roadmap for transforming
all facets of your customer experience.  
 
Not simply a theoretical discussion, this conversation will include exclusive
CCW research, real-world success stories, and interactive activities.
Read More
Brian Cantor
Managing Director, CCW Digital
Customer Management Practice
Speaker
Brooke Lynch
Market Research Analyst and Staff Writer
Customer Management Practice
Speaker

Powered By:

12:30 PM
12:30 PM - 1:30 PM PDT / 7:30 PM - 8:30 PM Your local time   (1 hour)
Lunch
Caesars Forum, Summit 222-228
Take a break from the sessions to enjoy a delicious lunch with fellow attendees.
Network with your peers, share insights from the conference, and discuss
emerging trends and challenges in the customer contact industry before heading
back for an afternoon filled with more learning.

1:30 PM
1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
CCWomen Summit
Caesars Forum, Summit 209-214
1:30 - 2:00 pm
Building and Leveraging a Diverse Network: The Key to Success for Women in CX
Discover the importance of networking for women in CX and how to build and
leverage a diverse network. Learn how to debunk networking myths, assess the
strengths and gaps in your network, and harness its power. Identify role models,
mentors, sponsors, and a board of advisors to advance your career in CX.  
 
Women in CX understand the importance of networking, but building and leveraging
a diverse network can be daunting. In this session, you'll gain insight into
debunking networking myths and learn actionable steps to assess the structure of
your network, identify its strengths and gaps, and leverage its power. You'll
also discover strategies for identifying role models, mentors, sponsors, and a
board of advisors to help advance your career in CX.  
 
Learning Objectives:
- Understand the importance of building and leveraging a diverse network for
women in CX
- Learn actionable steps to assess the structure of your network and identify
its strengths and gaps
- Discover strategies for harnessing the power of your network
- Identify role models, mentors, sponsors, and a board of advisors to advance
your career in CX
 
Why You Should Attend: Networking is critical for success in any industry, but
it's essential for women in CX. By building and leveraging a diverse network,
women in CX can access valuable information, earn promotions, and gain
opportunities that may otherwise be unavailable. In this session, you'll learn
how to debunk networking myths and take actionable steps to build and leverage a
diverse network. You'll also discover strategies for identifying role models,
mentors, sponsors, and a board of advisors to help advance your career in CX.
Join us to take the first step towards building a strong and diverse network to
support your career growth in CX.  
 
2:00 - 2:30 PM
Unleashing Your Potential: Embracing a Limitless Life
The most meaningful means of change is often catalyzed through a story - a story
that we can identify with and be inspired by.  
 
Join this fireside chat as Kieran King from Pindrop and Tara Rosa from
Associated Bank walk through the journey Tara took personally and professionally
to achieve the accomplishments and responsibilities she holds today. Tara will
share how leading with vulnerability and also her own role models have helped
her go from a customer service position to a senior vice president driving the
digital customer strategy for one of the midwest’s leading banks.    
 
 
Learning Objectives:  
- Identify the wall you create and what to do about the wall  
- The pros of being a vulnerable leader and how to leverage your vulnerability  
- Embrace your authenticity to lead in your own way  
- How to make career changes with the experience and resources you have  
 
2:30 - 3:00 PM
Women Who Are Changing Customer Contact: Insights from CCWomen Hall of Fame
Inductees
At CCWomen, our mission is to revolutionize the customer contact industry, one
woman at a time. Our CCWomen Hall of Fame celebrates inspirational women in the
customer contact field and seeks to highlight luminaries with extraordinary
impact on the profession. The CCWomen Hall of Fame inductees on this panel made
significant, measurable, and enduring contributions to the advancement of
CCWomen's mission and they continue to change the customer contact landscape
with their extraordinary achievements. In this star-lit panel, our award winners
will share their wisdom on how they are changing Customer Contact.  
 
Learning Objectives:  
- Step-by-step guide on how to be a successful leader  
- How to identify and practice your style of mentorship  
- How to celebrate your success in a meaningful way  
- Why and how you should advocate for women in customer contact
Read More
Mandi Geary
Director, Customer Care
BSN Sports
Speaker
Sandy Ko
Founder & Principal, CCWomen; Senior Analyst, Customer Contact & Conference
Director
Customer Management Practice
Speaker
Anita Harris
Associate Director, Customer Experience
Broad River Retail
Speaker
Adam McCreery
Director, CX
Draftkings
Speaker
Dr. Dr. Hui Wu-Curtis
Co-Founder and COO; 2021 CCWomen Hall of Fame Inductee
SupportU
Speaker
Judith Platz
Chief Customer Officer; 2021 CCWomen Hall of Fame Inductee
SupportLogic
Speaker
Wes Dudley
Vice President Customer Experience
Broad River Retail
Speaker
Jacob Goodstein
Associate Director Program Management Office
Chewy
Speaker
Kieran King
Chief Customer Officer
Pindrop
Speaker
Tara Rosa
SVP, Director of Voice & Interaction Platforms
Associated Bank
Speaker

Sponsored By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Leadership Institute: Build for the Future: Developing a Strategic Technology
Roadmap
Caesars Forum, Summit 218-221
Building for the Future: Developing a Strategic Technology Roadmap for Contact
Centers  
 
Learn practical strategies and best practices for developing a strategic
technology roadmap, managing vendor relationships, tracking project performance,
and achieving ROI in contact centers. Topics include drafting a technology
roadmap, working vendor relationships, and establishing vendor decision
criteria.  
 
Contact centers rely heavily on technology to deliver quality customer service
and drive business growth. Developing a strategic technology roadmap is critical
to aligning your technology investments with your business goals and staying
ahead of the competition. This session will explore practical strategies and
best practices for developing a technology roadmap, managing vendor
relationships, tracking project performance, and achieving ROI in contact
centers. You'll learn how to identify technology trends, assess your current
technology infrastructure, prioritize investments, and establish project KPIs.
We'll also discuss best practices for managing vendor relationships, setting
expectations, and measuring ROI.  
 
Learning Objectives:
- Understand the importance of developing a strategic technology roadmap for
contact centers
- Learn how to assess your current technology infrastructure and identify
technology trends
- Discover how to prioritize investments based on your business needs and goals
- Explore best practices for managing vendor relationships, tracking project
performance, and achieving ROI
 
Why You Should Attend: Contact centers rely heavily on technology to deliver
quality customer service and drive business growth. Developing a strategic
technology roadmap ensures your technology investments align with your business
goals and support your contact center's operations. In this session, you'll
learn practical strategies and best practices for developing a technology
roadmap, managing vendor relationships, tracking project performance, and
achieving ROI in contact centers. Whether you're a contact center manager or an
IT professional, this session is for you. Take advantage of this opportunity to
gain insights and practical tips for building a technology roadmap that drives
business success.
Read More
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Powered By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Tech & Innovation: Rethinking Customer Behavior In The Omnichannel Age
Caesars Forum, Summit 215-217
How do you say no to a customer without damaging the relationship? How do you
determine whether self-service is appropriate for a given issue? How do you know
whether a customer will make good on the threat to “take their business
elsewhere”?  
 
Always challenging, answering these questions has become particularly daunting
in the omnichannel era. After all, contact volume, customer behavior, and brand
sentiment can vary from channel to channel and moment to moment!  
 
There are, however, strategies for combining AI technology, revamped contact
center metrics, and human-centric design to ensure you not only stay on the
pulse of customer behavior but actively drive the most essential outcomes. You
can fix self-service before it becomes a hassle, demonstrate empathy in even the
most “low-touch” environments, and transform one-time buyers into loyal brand
advocates.  
 
Through research and examples, this session will reveal how customer behavior is
changing – and everything you can do to adapt!
Read More
Brian Cantor
Managing Director, CCW Digital
Customer Management Practice
Speaker
Aviad Stein
Global Head of Innovation
Broadridge Financial
Speaker
Brooke Lynch
Market Research Analyst and Staff Writer
Customer Management Practice
Speaker

Powered By:

3:00 PM
3:00 PM - 3:30 PM PDT / 10:00 PM - 10:30 PM Your local time   (30 min)
Networking Break
Caesars Forum, Prefunction 4

3:30 PM
3:30 PM - 5:00 PM PDT
Mon Jun 19, 10:30 PM - Tue Jun 20, 12:00 AM Your local time
(1 hour, 30 min)
CCWomen Summit
Caesars Forum, Summit 209-214
3:30 - 4:00 PM
Making "No" Your Favorite Word: How to Set Boundaries and Prioritize Yourself
Join career coach and confidence expert Jasmine Escalera, Ph.D., for an engaged
and interactive workshop on setting boundaries and putting yourself first. Learn
invaluable ways to develop professional and personal boundaries, when and how to
say "no," and confidence-building exercises to use daily.  
 
Women, especially women of color, often face high expectations and extra work in
their personal and professional lives. It can be challenging to prioritize
yourself and your goals amid these expectations. In this workshop, you'll learn
from career coach and confidence expert Jasmine Escalera, Ph.D., who will teach
you invaluable ways to set professional and personal boundaries, prioritize
yourself, and build confidence. In addition, you'll discover when, how, and why
saying "no" can help you achieve your goals, and you'll learn practical
exercises to use daily.  
 
Learning Objectives:
- Understand the importance of setting professional and personal boundaries
- Learn actionable steps to prioritize yourself and your goals
- Discover when, how, and why saying "no" can help you achieve your goals
- Learn confidence-building exercises to use in your day-to-day life
 
Why You Should Attend: Setting boundaries and prioritizing yourself is critical
for achieving success and maintaining well-being. In this workshop, you'll learn
from an expert career coach and confidence expert who will provide invaluable
insights and actionable steps to help you put yourself first. Whether you want
to advance your career or build your confidence, this session is for you. Join
us to learn how to make "no" your favorite word and prioritize yourself in both
your personal and professional life.  
 
4:00 - 4:30 PM
Moving in Confidence: Women in Power Share Their Habits for Existing Loudly
Join CCWomen's trailblazers in this tell-all session as they share their best
practices for existing loudly as a leader, coworker, friend, mom, mentor, and
more. Learn to move confidently, take up space, sharpen your leadership skills,
and combat imposter syndrome.  
 
In a world where women often have to fight to be heard and seen, developing
strategies for existing loudly is essential. In this CCWomen session, our
trailblazers will share their personal experiences and best practices for moving
confidently, taking up space, and sharpening leadership skills. You'll learn
techniques for existing loudly in various contexts, from the workplace to
personal relationships. Additionally, you'll discover how to combat imposter
syndrome, a common challenge that can hold women back from reaching their full
potential.  
 
Learning Objectives:
- Understand the importance of existing loudly in various contexts, including
leadership, coworker relationships, and personal relationships.
- Learn strategies for moving in confidence and taking up space.
- Discover methods for sharpening your leadership skills.
- Develop techniques for combating imposter syndrome.
 
 
Why You Should Attend: If you want to enhance your leadership skills, boost your
confidence, and combat imposter syndrome, this session is for you. Our
trailblazers have extensive experience in various industries and contexts, and
they'll share their insights and best practices for existing loudly. You'll
learn practical techniques that you can apply immediately in your personal and
professional life. So join us to take the first step towards existing loudly and
making your voice heard.  
 
4:30 - 4:40 PM  
Sip Sip Hooray! brought to you by Shelf Indulgence, the CCWomen Book Club  
Grab a glass of vino and hear all about CCWomen's top recommendations for books
and podcasts. Whether you need a book club book for your ERG, or an
inspirational read to get you through your commute, this session is for you. You
can enter a raffle to win all the books that are mentioned in this comprehensive
review.  
 
4:40 - 4:50 PM  
In the Queue with the CCWomen Summit Speakers  
In this fun and engaging session, you'll get to know our CCWomen Summit speakers
on a deeper level as they answer questions in a no-holds-barred, rapid-fire Q&A
format. From insights into their personal lives to professional experiences and
perspectives, you'll discover more about our speakers and what drives their
success. This is a unique opportunity to engage with our speakers and better
understand what motivates and inspires them.  
 
4:50 - 5:00 PM
The CCWomen Website + Membership Launch Event
Join us as we unveil the brand new CCWomen website and membership platform.
Read More
Sandy Ko
Founder & Principal, CCWomen; Senior Analyst, Customer Contact & Conference
Director
Customer Management Practice
Speaker
Jasmine Escalera Ph.D
Founder & Career Coach
Jasmine Escalera Coaching
Speaker
Christie Fitzgerald
Director, Solutions Consultant
Sprinklr
Speaker
Madison Ragozin
Senior Director, Head of Business Analytics and Global Sales Operations
Amelia
Speaker

Sponsored By:

3:30 PM - 5:00 PM PDT
Mon Jun 19, 10:30 PM - Tue Jun 20, 12:00 AM Your local time
(1 hour, 30 min)
Leadership Institute: Translating KPIs into Customer and Business Value:
Financial Leadership in the Contact Center
Caesars Forum, Summit 218-221
Learn practical strategies and best practices to translate KPIs into customer
and business value, build a business case for additional investment, and
understand the C-suite measures. This session explores best practices for
tracking financial metrics, assessing investment opportunities, and
communicating financial information to executives.  
 
As a contact center leader, understanding the financial impact of your
operations is crucial to demonstrating value and securing additional investment.
This session will discuss how to translate KPIs into customer and business value
and use this information to inform business decisions. We will explore best
practices for tracking financial metrics, such as revenue, cost savings, and
customer lifetime value, and how to use these metrics to demonstrate the
financial impact of your contact center's operations. Additionally, we will
delve into best practices for building a business case for additional investment
in your contact center. We will explore how to identify investment
opportunities, assess the financial impact of these investments, and develop a
compelling business case that aligns with your organization's goals. Finally, we
will examine how to understand what the C-suite measures and how to align your
financial metrics with their priorities. Finally, we will explore best practices
for communicating financial information to executives, including presenting data
clearly and concisely.  
 
Learning Objectives:
- Understand how to translate KPIs into customer and business value.
- Explore best practices for tracking financial metrics and demonstrating the
financial impact of contact center operations.
- Learn how to build a business case for additional investment in your contact
center.
- Explore best practices for communicating financial information to executives
and understanding what the C-suite measures.
 
Why You Should Attend: By attending this session, you will gain practical
insights and strategies for translating KPIs into customer and business value,
building a compelling business case for additional investment, and communicating
financial information to executives. In addition, you will leave with a better
understanding of how to track financial metrics, demonstrate the financial
impact of your contact center's operations, and align your financial metrics
with the priorities of the C-suite. This session is ideal for contact center
leaders who want to improve their financial acumen and demonstrate the value of
their operations to the organization.
Read More
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Powered By:

3:30 PM - 5:00 PM PDT
Mon Jun 19, 10:30 PM - Tue Jun 20, 12:00 AM Your local time
(1 hour, 30 min)
Tech & Innovation: Customer Trust & The Challenges of Personalizing Digital CX
Caesars Forum, Summit 215-217
Thanks to powerful analytics solutions and an unprecedented number of
communication touch points, you have more power than ever to learn about your
customers. You have the chance to make personalization a reality through genuine
interactions that reflect customers' underlying needs and desires. Are you
seizing the opportunity?    
   
Are you using data to anticipate customer needs – and then proactively solve
problems, surface offers, and tailor journeys? Or, are you squandering the
opportunity by misusing the data – and damaging customer trust in the process?
With few Americans stating that they actually believe companies can be trusted
to use their data with their best interests in mind, how will you shift this
perspective and secure customer trust in 2023?    
   
Through proprietary personalization models, case study insights, and
benchmarking opportunities, this session will help you harness the power of
customer data in the right way. Your customers will not simply trust you to
protect their information; they’ll trust you to use the intelligence to
eliminate pain points, predict behaviors, redesign digital experiences, and
create value at every face of the customer journey.
Read More
Brooke Lynch
Market Research Analyst and Staff Writer
Customer Management Practice
Speaker
Brian Cantor
Managing Director, CCW Digital
Customer Management Practice
Speaker

Powered By:

6:00 PM
6:00 PM - 8:00 PM PDT / Tue Jun 20, 1:00 AM - 3:00 AM Your local time   (2
hours)
NICE CCW Welcome Party

If you want to leave Las Vegas with a small fortune, make sure you bring a large
one.  If you want to leave with new professional contacts and memories that'll
last a lifetime, don't miss our legendary NICE CCW Welcome Party.

Sponsored By:

Tue Jun 20
8:00 AM
8:00 AM - 9:00 AM PDT / 3:00 PM - 4:00 PM Your local time   (1 hour)
Check-in & Breakfast
Caesars Forum, Prefunction 4
Start your Customer Contact Week experience with a delicious and energizing
breakfast, and network with fellow attendees as you prepare for an exciting day
of learning, sharing, and growth. Take advantage of this opportunity to fuel up
and make new connections before diving into the day's sessions.

8:30 AM
8:30 AM - 10:30 AM PDT / 3:30 PM - 5:30 PM Your local time   (2 hours)
CMP Leader Certification Exam
Caesars Forum, Summit 222-223

9:00 AM
9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
CMP Research Workshop: (INVITE ONLY) Engaging & Retaining Agents in a Hybrid
World

Agent engagement and retention have never been higher priorities for customer
executives than they are right now. However, increasingly flexible ways of
working – and a future commitment to it – make agent engagement more complex for
leaders.

This exclusive, intimate workshop for executive leadership only, will feature a
presentation, facilitated discussion, and exercises around the challenges of
agent experience and tactics to solve them.
To request an invitation, complete this form.
Read More
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Jordan Zivoder
Quantitative Research Lead
Customer Management Practice
Speaker


9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
Workshop A: Generative AI for Contact Centers: An Interactive Workshop
Caesars Forum, Summit 205-206
What is Generative AI and GPT? How do Large Language Models (LLMs) work? How can
contact centers be leveraging this new technology? What should leaders be aware
of as they assess this emerging technology? In this interactive session, we will
do a deep dive on Generative AI and use cases for the contact center, as well as
share answers to frequently asked questions.
Read More
Michael Jones
Senior Director of Technology Operations
ADT Solar
Speaker
Ben Warner
Principal Sales Engineer
Observe AI
Speaker
Danielle McKenzie
Global Enablement Manager
Observe AI
Speaker

Sponsored By:

9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
Workshop B: Optimizing Outcomes: Customer Service Best Practices for Efficiency,
Competitiveness, and Customer Satisfaction
Caesars Forum, Summit 207-210
In today’s environment, organizations need to drive efficiencies and lower
costs, while differentiating and remaining competitive to meet rising customer
expectations.  
 
Join industry experts and your peers in this interactive, 90-minute workshop to
learn about customer service best practices that can help your organization
optimize business outcomes. Network with peers in small groups to share
learnings, identify specific service improvement opportunities, and create a
value acceleration roadmap customized for your organization.  
 
This workshop is suitable for:
- Vice Presidents/Global Heads
- Directors
- Customer Service Officer
- Managers
Read More
Jerry Campbell
Director, Customer and Partner Leading Practices, ServiceNow
ServiceNow
Speaker
Sponsored By:

9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
Workshop C: How to Empower and Energize Teams Across Your Organization with CX
Insights
Caesars Forum, Summit 211-214
CX is an enterprise-wide effort that requires buy-in from every part of your
organization. How can companies mobilize every employee to provide the best
possible customer experience every time? Join Gant Travel and CallMiner in this
interactive workshop to explore how to empower and energize your organization
from the bottom up.  
 
In this session, you will:  
- Learn why capturing insights from everyday customer conversations can help you
better understand why customers are reaching out, and how to share that
intelligence with the teams that need it most
- Examine best practices in proactively assessing your NPS and using those
insights to create meaningful change
- Identify areas of internal improvement within your own organization and
discuss potential solutions to drive superior CX
Read More
Jim Conner
Director of Operations
Gant Travel
Speaker
Kurt Mosher
Chief Operating Officer
Gant Travel
Speaker
Allison Corley
Customer Success Manager
CallMiner
Speaker
Luke Schulta
Contact Center Systems Administrator
Gant Travel
Speaker

Sponsored By:

9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
Workshop D: 5 Ways Purposeful Data Closes The Revolving Door of Attrition
Caesars Forum, Summit 215-217
In the current competitive Call Center industry space, every interaction
matters. Etech is a pioneer in agent advocacy through our measurement of Agent
Experience as a component of Customer Experience. We understand that anything
that creates friction for the agent is felt by the customer, which is why
Etech's approach to performance management focuses not only on reactive
remediation and behavior mitigation but also proactive coaching during training
for long term issues. We do this by using data driven diagnostics to understand
where we struggle over time.  
 
In this workshop, we will explore the impact of purposeful data on employee
retention. With high attrition rates becoming a major concern for organizations
across industries, it is crucial to understand how data can play a significant
role in reducing turnover.  
 
Our expert speakers will dive deep into the ways purposeful data can close the
revolving door of attrition. They will provide insights into key metrics that
can be used to develop effective retention strategies.  
 
Join us to learn how your organization can leverage the power of data to create
a more engaged and loyal workforce.  
 
Key Takeaways:
- Understanding the impact of attrition on organizations and the need for
effective retention strategies.
- Exploring five ways that purposeful data can be used to reduce turnover and
improve employee engagement.
- Gaining insights into key metrics that can be used to track employee
satisfaction, motivation, and productivity.
- Learning how to use data-driven insights to identify the root causes of
attrition and develop targeted retention programs.
- Developing a roadmap for implementing purposeful data strategies in your
organization to create a more loyal and engaged workforce.
Read More
Chris Basile
Vice President, Sales/Contact Center Operations
Phone.com
Speaker
Lydia Clayton
AVP of Contact Center Operations and Center of Excellence
Cox Automotive
Speaker
Jim Iyoob
Chief Customer Officer
Etech Global Services
Speaker
Shawndra Tobias
Vice President - CX
Etech Global Services
Speaker

Sponsored By:

9:00 AM - 10:30 AM PDT
4:00 PM - 5:30 PM Your local time
(1 hour, 30 min)
Workshop E: Build an AI-Enabled Agent Experience in 90 Minutes with Amazon
Connect
Caesars Forum, Summit 218-221
In this session, learn how to set up a cloud contact center with Amazon Connect
in just a few clicks and onboard agents to help customers right away. Discover
how you can improve agent productivity and customer experience across voice and
digital channels with an all-in-one, AI- and ML-powered agent experience.
Read More
Jeremy Puent
Principal Solutions Architect, Amazon Connect
Amazon Web Services
Speaker
Naveen Narayan
Principal Solutions Architect, Amazon Connect
Amazon Web Services
Speaker

Sponsored By:


10:30 AM
10:30 AM - 11:00 AM PDT / 5:30 PM - 6:00 PM Your local time   (30 min)
Networking Break
Caesars Forum, Prefunction 4

10:45 AM
10:45 AM - 12:15 PM PDT / 5:45 PM - 7:15 PM Your local time   (1 hour, 30 min)
CMP Research Workshop: (INVITE ONLY) Engaging & Retaining Agents in a Hybrid
World

Agent engagement and retention have never been higher priorities for customer
executives than they are right now. However, increasingly flexible ways of
working – and a future commitment to it – make agent engagement more complex for
leaders.

This exclusive, intimate workshop will feature a presentation, facilitated
discussion, and exercises around the challenges of agent experience and tactics
to solve them.
To request an invitation, complete this form.
Nicole Kyle
Managing Director, Research
Customer Management Practice
Speaker
Jordan Zivoder
Quantitative Research Lead
Customer Management Practice
Speaker
11:00 AM
11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Workshop A: Omnichannel CX and Beyond - What’s Next in 2024?
Caesars Forum, Summit 205-206
This interactive workshop session will discuss contact center innovations coming
in 2024 that can help you and your company in your role as CX leaders.  
 
The format will involve presentation of ideas, interactive voting by session
attendees, followed by discussion of each topic with our customer panel and then
all audience members.  Together we will discuss innovations you can deploy now
and innovations for What’s Next in 2024.  Topics will include digital
transformation, mobility, new channels like messengers, AI and ChatGPT,
Omnichannel Conversations, Omnichannel Quality Management, and the future wave
of “Omni-Enterprise CX.”
Read More
Mr. Ted Hunting
Senior Vice President, Marketing
Bright Pattern
Speaker
Jessica Osborn
IT Support Automation Manager
Randstad
Speaker
Othmar Mueller von Blumencron
Chief Revenue Officer
VIPdesk
Speaker

Sponsored By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Workshop B: Kind by Design: How Kind Experiences Create the Best Outcomes
Caesars Forum, Summit 207-210
It's no surprise that some of the biggest brands are incorporating kindness into
their experience strategies. They know the secret: making customers and
employees feel valued, appreciated, and happy can revolutionize an enterprise's
outcomes ❤️  
 
In this session, you'll hear directly from these brands as their experts explore
how experiences that are kind by design pave the way to better business
outcomes.  
 
We want to make sure you walk away feeling empowered and inspired, so we're
giving the reins to our clients to share their work directly. We'll split the
time between Alaska Airlines, U-Haul, and Walmart, so this 90-minutes will fly
by. If you're hoping to hear anything close to a sales pitch, you'll need to
find another session to attend 😎  
 
And, in true Mindful fashion, we'll make sure to have lots of fun in between
client presentations, with plenty of giveaways and maybe even a dance break 🎉
Read More
Anderson Wilkins
Director, Product Management for Customer Care, CCaaS Platform
Walmart
Speaker
Jared Evers
Director of Content & Communications
Mindful
Speaker
Evan Johnson
VP of Contact Center
U-Haul International
Speaker

Sponsored By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Workshop C: Achieving Outstanding Customer Experience Through Omni-Channel and
Omni-Data
Caesars Forum, Summit 211-214
With piecemeal addition of channels and systems, and the historic build-up of
legacy systems of record, it is easy to end up with disjointed customer
experience tools that don’t integrate well together. In situations like this,
agents face working across multiple systems and with incomplete data, leading to
slow issue resolution, poor agent experience and lower customer satisfaction.  
 
Join our workshop to discover how to achieve outstanding customer experience
through omni-channel and omni-data in a single tech stack. See examples of:  

- Integrating all customer channels into a single omni-channel desktop, allowing
the same technology to be applied – wherever, whenever and through whatever
channel a customer decides to get in touch.
- Taking advantage of a customer data platform, to seamlessly connect multiple
systems of record, allowing broader and more-timely insights with omni-data.
- Automating routine tasks, to more-easily deliver an outstanding customer
experience, despite the ever-rising customer expectations.
Read More
Mrs. Maria Jose Garcia Morales
European Head of Customer Service Center
Provident
Speaker
Lenore Ozolins
Stragegy and Change Specialist
Provident
Speaker
Henry Finbow
Sales Manager, Americas
Content Guru
Speaker

Sponsored By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Workshop D: Transform CX Priorities: Making Every Customer Engagement Count
Caesars Forum, Summit 215-217
Customers expect to engage with the brands they love on the channels they use,
and they expect great experiences each time. The past two years have brought
increased call volumes, agent fatigue, more complex engagements, and higher
levels of fraud obstacles that often prevent CX leaders from delivering those
exceptional experiences.  
 
In this session, experts will explore what digital transformation and the cloud
means for providing modern customer experiences. Join us as we:  
 
-         Discuss digital transformation priorities by CX leaders  
-         Explore innovate ways AI can drive self-service automation to deliver
a better and secure customer experience  
-         Dive into real-world use cases and best practices on how the cloud can
help businesses with a true omnichannel CX
Read More

Sponsored By:

11:00 AM - 12:30 PM PDT
6:00 PM - 7:30 PM Your local time
(1 hour, 30 min)
Workshop E: How to apply conversational and generative AI to your CX strategy
with IBM Watson Assistant
Caesars Forum, Summit 218-221
In this workshop, you will learn how to build powerful virtual assistants using
generative AI and machine learning technology. You will get hands-on experience
to the next generation of IBM Watson Assistant with a preview to the latest AI
advancements so you can transform your customer service and deliver great
customer care across any device or channel.  
 
In this session you will learn how to:
- Build and launch new assistants faster with Watson Assistant's low-code
experience
- Leverage industry templates that speak the language of your business and
integrate seamlessly with tools your teams use today
- Build autonomous virtual assistants using generative AI conversational search
capabilities
- Leverage IBM tailored foundation models that are secure, trustworthy, and
explainable so you can deploy and scale AI applications with confidence
Read More
Robert Yates
Director and Distinguished Engineer, IBM Watson Assistant and Speech Software
IBM
Speaker
Giulio Soliani
Product Manager, Watson Assistant
IBM
Speaker

Sponsored By:


12:30 PM
12:30 PM - 2:00 PM PDT
7:30 PM - 9:00 PM Your local time
(1 hour, 30 min)
CMP Research Workshop: (INVITE ONLY) Engaging & Retaining Agents in a Hybrid
World

Agent engagement and retention have never been higher priorities for customer
executives than they are right now. However, increasingly flexible ways of
working – and a future commitment to it – make agent engagement more complex for
leaders.

This exclusive, intimate workshop will feature a presentation, facilitated
discussion, and exercises around the challenges of agent experience and tactics
to solve them.
To request an invitation, complete this form.
Read More

12:30 PM - 1:30 PM PDT
7:30 PM - 8:30 PM Your local time
(1 hour)
Lunch
Caesars Forum, Prefunction 4
Take a break from the sessions to enjoy a delicious lunch with fellow attendees.
Network with your peers, share insights from the conference, and discuss
emerging trends and challenges in the customer contact industry before heading
back for an afternoon filled with more learning.
Read More

1:30 PM
1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Workshop A: Build a Performance-Driven Culture in 2023 & Beyond
Caesars Forum, Summit 205-206
Efficiency and performance are at the top of everyone’s mind. For years,
businesses focused on growing their “hiring muscle” while their “performance
management muscles” weakened. Now, leaders face an economic downturn and have to
do more with less. Solving your problems with hiring is no longer a viable
option.  
 
Legendary investor Bill Gurley recently said, “Survival is now dependent on
hard-core, disciplined, top-decile business execution, which no one learned in
the past 5 years.”  
 
To survive and thrive in this environment, excellent, top-tier performance
management that drives business results is now required. Learn how to build a
performance-driven culture to build resilience and drive business results in
2023 and beyond.  
 
In this workshop, you’ll learn:  

- The framework for managing the performance of frontline employees
- Strategies to build focus and alignment across your organization
- Essential tools for driving productivity, quality, and efficiency at every
level
Read More

Sponsored By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Workshop B: The Art of Conversation in the Contact Center: Exploring the Power
of Generative AI Models
Caesars Forum, Summit 207-210
Customers expect instant and personalized service from contact centers in
today's fast-paced world. Using generative AI models in customer service has
shown promising results in meeting these expectations. Large Language models can
help create more engaging and relevant conversations, improve first-call
resolution, and increase customer satisfaction. In this workshop, we'll explore
some use cases of generative AI models in the contact center. We'll also discuss
the benefits and challenges of implementing these large language models, and
share some best practices and examples from one of our customers. Join us for a
hands-on experience and discover how generative AI  can enhance your
customer-facing teams' performance
Read More

Sponsored By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Workshop C: How to Prepare Your Contact Center for Widespread Adoption of AI,
Automation, and ChatGPT
Caesars Forum, Summit 211-214
The contact center landscape is undergoing a transformative shift with the
advent of AI, automation and advanced conversational AI systems like ChatGPT. To
effectively navigate this evolving landscape, your contact center needs to
strike a delicate balance between leveraging the efficiency and learning
potential of AI while simultaneously addressing risks and considerations of
social acceptance.    
 
In this session, we will delve into the necessary steps to prepare your contact
center for this technological revolution. Through interactive discussions and
the sharing of industry best practices, we will showcase how organizations
successfully integrate AI into their contact centers, creating a harmonious
synergy between human and machine. Discover strategies to optimize your
operations, empower your agents, and deliver exceptional customer experiences in
the era of AI-driven customer service and sales.  We look forward to seeing you
there!
Read More
Marc Bernstein
CEO
Balto
Speaker
Sponsored By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Workshop D: How to Win the Amazing CX & Cost Cutting Tug of War
Caesars Forum, Summit 215-217

Nick Cerise
SVP, Chief Marketing Officer
TTEC
Speaker
Sponsored By:

1:30 PM - 3:00 PM PDT
8:30 PM - 10:00 PM Your local time
(1 hour, 30 min)
Workshop E: Deploy AWS Post Call Analytics on Your Existing Contact Centers
Caesars Forum, Summit 218-221
Join this hands-on workshop to learn how to deploy the AWS Contact Center
Intelligence (CCI) Post Call Analytics solution on your existing on-premises or
cloud contact centers such as Cisco, Genesys, Talkdesk, Avaya, and more. Learn
how you can use Amazon Transcribe Call Analytics to automatically generate
AI-driven insights like call sentiment, drivers, and agent performance. Finally,
understand how to boost your transcription accuracy and visualize your key
business metrics with analytics dashboards on Amazon QuickSight.
Read More
Babu Srinivasan
Sr. AI Services Specialist/Solutions Architect
Amazon Web Services
Speaker
Todd Joseph
Senior Specialist, AWS AI/ML
Amazon Web Services
Speaker
Krishna Mudda
Senior AI Services Specialist
Amazon Web Services
Speaker
Esther Lee
Principal Product Manager
Amazon Web Services
Speaker
Ashish Sinha
Sr. GTM Specialist , AWS WWSO AI/ML
Amazon Web Services
Speaker
Neil Desai
AI Services, Solutions Architect
Amazon Web Services
Speaker

Sponsored By:


3:00 PM
3:00 PM - 3:30 PM PDT / 10:00 PM - 10:30 PM Your local time   (30 min)
Networking Break
Caesars Forum, Prefunction 4

3:30 PM
3:30 PM - 5:00 PM PDT
Tue Jun 20, 10:30 PM - Wed Jun 21, 12:00 AM Your local time
(1 hour, 30 min)
Workshop A: Frontier Airlines & Cognigy: Elevating Your Conversational AI
Strategy
Caesars Forum, Summit 205-206
Major US airline, Frontier Airlines, is boldly leading the charge in next-gen
customer service. Knowing that CX is the core differentiator for customers on
which brands they choose to do business with and staying true to their mission
as a low-cost airline, Frontier is intelligently scaling their customer service
with Conversational AI. What has that journey been for Frontier and what lessons
have they learned along the way? Join this workshop to hear how Frontier
Airlines and Cognigy are leveraging solutions that are leading to end-to-end
service excellence and faster time-to-value. Strategize with peers on how to
overcome challenges, grow and scale while managing costs and transforming the
CX.  
 
Key takeaways:
- Best practices from Frontier Airline for implementing a high performing
Conversational AI solution, including deflection rate improvement strategies and
creatively utilizing resources  
- Hear how the latest Enterprise Conversational AI solutions are powering up the
customer experience across voice and chat channels with faster time-to-value
- Inspiration from peers and direct experience sharing on how to navigate a CX
transformation
Read More
Trista Miller
Senior Director of Customer Care
Frontier Airlines
Speaker
Philipp Heltewig
CEO & Co-founder
Cognigy
Speaker
Derek Roberti
VP of Technology
Cognigy
Speaker

Sponsored By:

3:30 PM - 5:00 PM PDT
Tue Jun 20, 10:30 PM - Wed Jun 21, 12:00 AM Your local time
(1 hour, 30 min)
Workshop B:
Caesars Forum, Summit 207-210
Session details coming soon.
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Sponsored By:

3:30 PM - 5:00 PM PDT
Tue Jun 20, 10:30 PM - Wed Jun 21, 12:00 AM Your local time
(1 hour, 30 min)
Workshop C: Digital Transformation in Customer Service: Learn How to Apply a
Tech Intensity Framework to Maximize the Value of Your Technology, People, and
Processes
Caesars Forum, Summit 211-214
Customer Service leaders are looking to transform their customer service to
maximize value creation for their organizations and customers. Building a
long-term, durable organization requires you to understand the long-term impacts
of your technology and people investments.  
 
How is your organization building tech intensity to transform and deliver the
value customers expect?  
 
Join this interactive workshop to:  

- Assess your organization’s digital maturity
- Examine how effectively you’re leveraging your technology investments and your
people to enable customer service transformation at scale
- Identify the critical building blocks and a road map to maximize the value of
your technology investments effectively
- Learn from peers and industry thought leaders by engaging in open discussions
and participating in group activities
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Nitin Badjatia
SVP, Solutions and Marketing
SAP
Speaker
Kiran Karadi
Head of Product Management
SAP
Speaker

Sponsored By:

3:30 PM - 5:00 PM PDT
Tue Jun 20, 10:30 PM - Wed Jun 21, 12:00 AM Your local time
(1 hour, 30 min)
Workshop D: Drive Value Through Uncertainty by Transforming Your Contact Center
Caesars Forum, Summit 215-217
Customer care is more critical now than ever and can be a value driver if
approached with the right tools and strategies. Learn how to connect customer
experience, agent experience, and omnichannel support to deliver with excellence
through uncertainty by:
- Modernizing quality & risk management
- Improving agent engagement & effectiveness
- Delivering operational efficiency with AI & Automation
- Optimizing omnichannel support and insights
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Sponsored By:

3:30 PM - 5:00 PM PDT
Tue Jun 20, 10:30 PM - Wed Jun 21, 12:00 AM Your local time
(1 hour, 30 min)
Workshop E:
Caesars Forum, Summit 218-221
Session details coming soon.
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Sponsored By:


6:00 PM
6:00 PM - 9:30 PM PDT / Wed Jun 21, 1:00 AM - 4:30 AM Your local time   (3
hours, 30 min)
CCW Excellence Awards Gala
Caesars Forum, Summit 233-235
The CCW Excellence Awards recognize the most innovative companies and
top-performing executives for their extraordinary contributions to the customer
contact profession.  This program seeks to raise the bar for the profession by
identifying and sharing top practices, superior thinking, creativity and
execution across the spectrum of contact center functions.  Join the leading
companies and all-star customer contact executives at this can’t miss industry
event.
Jon Dorenbos
NFL Long Snapper & AGT Finalist
Speaker
Mr. Lance Gruner
Executive Vice President Global Customer Care
MasterCard International
Speaker
Lydia Clayton
AVP of Contact Center Operations and Center of Excellence
Cox Automotive
Speaker
Jaysa Boyer-Tushaus
Head, Employer Engagement
Ultimate Medical Academy
Speaker
Mr. Ricardo Parodi
Vice President, Customer Engagement Centers Strategy
Marriott International
Speaker
Cheryl China
SVP, Director Credit Card Services
Citizens Bank
Speaker

Sponsored By:

10:00 PM
10:00 PM - 11:59 PM PDT / Wed Jun 21, 5:00 AM - 6:59 AM Your local time   (1
hour, 59 min)
Sanas Awards After Party

Whether you attended the CCW Excellence Awards Gala or not, you're invited to
join us for the Sanas Awards After Party—an unforgettable evening as we
celebrate the achievements of contact center professionals. Mingle with industry
leaders, Excellence Awards winners, and hundreds of the top contact center and
CX leaders from around the world, while enjoying a spectacular evening of
entertainment and cocktails.

Sponsored By:

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Add to calendar: Google iCal Outlook Yahoo
Contact the organizer
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