We enjoyed meeting and sharing ideas with like-minded professionals at the ICMI conference in Orlando in May, but we’re also looking ahead to the next great industry event: this year’s CCW Conference & Expo, June 26–30 in Las Vegas.
To help you gear up for the conference—and get the most out of it while you’re there—we’ve compiled a list of 15 sessions, sponsors, and industry experts with a lot of value to offer.
5 Must-See Sessions
Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class)
Director Consumer Care Center, Banner Health
Few contact center issues are more pressing (or costly) than employee churn. Cippy will explain how Banner Health ($5 billion in annual revenue) recruits, hires, develops, and retains top talent for its 38,000-strong workforce.
The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote)
Thomas M. Feeney
President and Chief Executive Officer, Safelite Group
A customer-centric culture radiates outward, and endears brands to their customers. Thomas will discuss how Safelite AutoGlass® brings “unexpected happiness to people’s everyday lives” by focusing on four cornerstones (leadership, focus, talent, and caring) that bring out the best in employees—thus ensuring an outstanding service experience.
The Revolution of Training – VOC Is Just a Click Away (Keynote)
EVP and Chief Customer Officer, Frontier Communications
We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. Frontier Communications just implemented its own enterprise-wide VoC platform that delivers detailed customer feedback right to agents, in real time. Cecilia will share the impact and the results.
The Public Nature of Social Ratings & Reviews – The Contact Center is No Longer Behind Closed Doors
Senior Director, Global Insights & Consumer Affairs, Clorox
In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand.
An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote)
VP Customer Experience Design, AARP
Director, AARP Experience Strategy, AARP
Serving 38 million members consistently well is a Herculean challenge. To meet that challenge, AARP has instituted a “CX ecosystem,” where VoC data, text and sentiment analytics, governance, and strategy intersect. It’s a leading-edge approach to leveraging business intelligence, designed with members in mind.
5 Must-Visit Sponsor Booths
Conversocial makes social customer care look effortless. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships. Conversocial is a Twitter Certified Partner, an Official Instagram Partner, and a Facebook Preferred Developer.
Quiq opens a direct, personal line of communication between customers and brands: private messaging via SMS/text, Facebook Messenger, chat, and Kik. Quiq empowers agents to forge connections and solve problems quickly while managers monitor conversations in real time. Quiq is available as a standalone channel and as a prebuilt CRM integration (Oracle, Zendesk, Salesforce).
Oracle Service Cloud
The Oracle Service Cloud breaks down organizational silos to help companies deliver consistently outstanding service across all brand channels and touchpoints. For clients of ours that rely on Oracle, our Stella Connect CRM integration further enhances the service experience—and improves front-line management and performance—by automatically generating customer feedback requests with average response rates of 40% or more.
Zendesk software is designed to improve customer relationships by helping companies manage data, service channels, and customer support tickets. Easy setup, an intuitive interface, and hundreds of available apps and API customizations (along with a Stella Connect CRM integration) make it easy for many of our clients, and companies worldwide, to tailor the platform to suit their needs.
Salesforce makes light work of CRM, sales, and service engagement with its Intelligent Customer Success Platform. From apps and analytics to ecommerce and the Internet of Things, Salesforce has the tools brands need to engage customers in smarter, more personalized, more profitable ways. Stella Connect, which offers a CRM integration for Salesforce as well, allows brands to connect with customers after the service experience and continue driving sales.
5 Industry Leaders to Follow
Jeff James (CCW keynote speaker)
Vice President & General Manager, Disney Institute (on Twitter: @DisneyInstitute)
Jeff James oversees the Walt Disney Company’s external business and professional development division. For more than 20 years, he has had a direct hand in shaping, sustaining, and sharing the blueprint for Disney’s corporate culture and success. In January of this year, CCW Digital listed Jeff as one of its “Top Customer Experience Influencers for 2017.”
To learn more, check out Jeff’s posts on the Disney Institute blog.
Tom Weiland (CCW keynote speaker)
VP Worldwide Customer Service, Amazon (on Twitter: @tomweiland)
A 20-year veteran of Amazon, Tom leads the company’s global customer service team—60,000+ employees strong—and works to ensure its operations and technology are state of the art. Tom also serves as a key member of Amazon’s Customer Experience Bar Raiser team, helping drive continuous improvement on the front line.
To learn more, watch Tom’s April 2017 announcement (starting at 6:55) about Amazon Connect, a new platform designed to help contact center agents perform better by making their jobs easier.
Founder and principal, CTS Service Solutions (on Twitter: @adamtoporek)
Adam is singularly passionate about customer service. The mind behind the phrase Hero-Class Customer Service™ and author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines, Adam has shared his expertise at conferences, in workshops, and in more than 100 publications in an ongoing effort to promote contact center excellence.
To learn more, click here to download the first three chapters of Be Your Customer’s Hero.
Title (on Twitter: @petershankman)
Peter is not only a business owner, in-demand speaker, author of five books, civilian advisor to NASA, marathon runner, and the founder of Help a Reporter Out (HARO). He’s also a renowned customer service expert who has helped some of the world’s leading brands change the way they do business.
Title (on Twitter: @TeresaAllen)
For over 20 years, Teresa has been speaking, writing, training, and consulting, helping front-line agents and their employers master the art of great customer service. This year, she was named the #1 Global Guru in the realm of customer service, and she’s also an ICMI contact center thought leader and an award-winning educator.
To learn more, visit Teresa’s blog. It’s packed with eye-opening statistics, insights, and expert advice.