CCW Executive Exchange August
Day 1 | Wednesday, August 14
8:30 am - 8:30 am
Check-In Opens & Breakfast
Upon arrival, you'll be greeted by our friendly staff at the check-in desk with your personalized welcome packet! Help yourself to some breakfast and coffee available in the general session foyer.
9:00 am - 9:30 am
Welcome Orientation & Icebreaker
To get us started, we'll provide some helpful guidance to navigate your CCW Exchange personalized itinerary. Orient yourselves with the format of an Exchange and learn tips and tricks on how to enhance your on-site experience. We'll conclude with an icebreaker activity - and prize giveaways!
8:00 am - 8:30 am
The Self-Directed Customer: Changing Customer Expectations & How to Meet Them
Consumer and customer preferences are changing around service and demand for self-service experiences is on the rise. In this session, hear key findings from CMP Research's latest inquiry into changing customer expectations and keys to success for self-service in a world where the technology and AI landscape evolves daily.
10:00 am - 10:30 am
Advisory Board Address: Main Pressures on the Industry
Geoffrey Burbridge -
EVP, Head of Truist Care Centers,
Truist
Join us for an exclusive AdBoard Address where industry leaders will delve into the pressing trends shaping the future of contact centers. Discover the evolving landscape of the contact center function, with insights into the expected shift towards automation and self-service solutions. We'll highlight the growing importance of personalized customer interactions, and the integration of AI technologies for enhanced efficiency and effectiveness.
Business Meetings
10:40 am - 11:45 am 1:1 Pre-Scheduled MeetingsPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Table Topics
10:40 am - 11:45 am Informal Meet UpsDon't have a meeting? Take a seat for an informal meetup to discuss various aspects of customer engagement and optimization strategies. Topics will be provided to spark conversation.
11:45 am - 12:45 pm
Welcome Lunch: Speaker Meet & Greet
Get the chance to sit and chat with our industry leaders helping shape the program! We'll assign seating to optimize your networking experience.
Roundtable A
12:45 pm - 1:30 pm Performance Excellence: How to Optimize KPIs for Efficient SupportExplore strategies for defining and improving key performance metrics for support agents. Dive deep into initiatives aimed at enhancing first contact resolution rates, reducing resolution times, and optimizing customer support processes to deliver exceptional service.
Roundtable B
12:45 pm - 1:30 pm BPO 2.0: How to Navigate Evolving BPO Partnerships Fred Kleiman - Vice President, Customer Service, Direct to Consumer, The Tennis ChannelDrawing from real-world experiences, this discussion will address the challenges of maintaining consistency and alignment across diverse BPO partners while fostering cultural synergy and brand affinity. Participants will share strategies for maximizing the ROI of BPO partnerships, emphasizing the crucial role of mutual investment and engagement.
Business Meetings
1:30 pm - 3:15 pm 1:1 Pre-Scheduled MeetingsPlease check your 1:1 personalized itinerary located under "My Meetings" in the mobile app to see what's happening now.
Table Topics
1:30 pm - 3:15 pm Informal Meet UpsDon't have a meeting? Take a seat for an informal meetup to discuss various aspects of customer engagement and optimization strategies. Topics will be provided to spark conversation.
3:00 pm - 3:30 pm
Networking Break: The Energizer
Re-charge and power up your networking game! Take some time to relax while enjoying brain-boosting snacks designed to energize and inspire.
3:30 pm - 4:00 pm
Change-Leadership: Strategies to Future-Proof the Contact Center
Kim Smith -
Vice President, Reservations and Customer Care,
IHG Hotels and Resorts
In an era marked by technological disruption and shifting consumer expectations, professionals across various industries face the pressing need to revamp traditional contact center operations. How can organizations effectively harness AI and cultivate a culture of innovation to reshape contact center operations and meet the evolving needs of today's guests?
Join us as we delve into IHG Hotels' transformative journey, uncovering actionable insights and strategies for driving consumer-centric transformation in the hospitality industry.
Key Takeaways:
- Gain insights into the foundational shifts in mindset, culture, and leadership that are essential for driving meaningful transformation
- Explore strategies for incorporating automation, personalization, and digital technologies to align with evolving customer preferences
- Gain actionable strategies for navigating the journey toward consumer-centricity and operational excellence
4:00 pm - 4:30 pm
Maximizing Support Efficiency: Agents and Tools in Sync
Join us for an exploration of innovative strategies aimed at optimizing agent performance and seamlessly integrating AI. Dive deep into the latest trends, challenges, and best practices shaping customer support operations. Discover actionable insights for driving operational efficiency and delivering exceptional service in the digital-first era.
Key Takeaways:
- Learn about strategies to enhance agent optimization and boost productivity.
- Explore the seamless integration of technology to streamline support operations.
- Discover actionable approaches for delivering exceptional customer service while adapting to evolving customer expectations.
MasterClass A
4:30 pm - 5:00 pm Ethical AI: How to Ensure Responsible Implementation of Emerging TechExamine the ethical dilemmas and considerations associated with integrating AI into business processes, including privacy concerns, bias mitigation, and transparency. Discuss how AI technologies have influenced customer interactions and experiences, both positively and negatively.
MasterClass B
4:30 pm - 5:00 pm Total Experience: Excellence Across Diverse ChannelsExplore innovative tactics to synchronize customer experience, employee engagement, and brand representation seamlessly across every touchpoint. Gain insights into the latest trends, hurdles, and triumphs shaping the enterprise landscape. Unveil actionable strategies for orchestrating excellence, driving operational synergy, and fostering enduring customer loyalty in the dynamic digital realm.
5:00 pm - 5:15 pm
UnWine'd Comfort Break
It's five-o-clock, or maybe wine-o-clock. Take a few moments to relax with a glass of wine as we transition into roundtable groups!
Roundtable A
5:15 pm - 6:00 pm Customer Journey Optimization and Omnichannel Integration for Seamless ExperiencesExplore the intricacies of customer journey mapping and omnichannel integration, and strategies to enhance customer experiences across various touchpoints. We will address the challenges and opportunities of aligning voice and other channels, ensuring consistent messaging, and adapting to AI-driven advancements. Join us to exchange insights and best practices that drive lasting customer relationships and business growth.
Roundtable B
5:15 pm - 6:00 pm Generative AI Strategies for Seamless Employee EngagementExplore the nuances of integrating Gen AI into employee interactions, streamlining workflows, and delivering personalized experiences. Uncover strategies for overcoming challenges, maximizing efficiency, and harnessing the full benefits of Gen AI. Don't miss this opportunity to exchange insights and best practices that drive impactful transformations in customer service and employee engagement.
6:00 pm - 8:00 pm
Dixieland Jazz Dinner Reception
Indulge in an unforgettable evening of Southern charm and vibrant melodies with the New Orleans original, Dixieland Jazz. Savor delicious Southern cuisine while being serenaded by the soulful sounds, creating the perfect atmosphere for conversations and enjoyment.
