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Can’t-Miss Events at CCW This Week

This week’s Contact Center Week conference in Las Vegas is being billed as inspirational, educational, community-orientated and unforgettable. With more than 2,000 attendees expected, 155 speakers and 200 sponsors and exhibitors, there will no doubt be something for everyone at this year’s event.

If you’re going to be there, please let me know. One of my favorite things to do at CCW is reconnect with old friends (I’ve been in the industry for 25+ years!) as well as meet new professionals in the industry. I took a look at the agenda (you can download it here), and compiled a list of the things I don’t want to miss:

  • “The extent to which you genuinely care for your people is the extent to which they will care for your customers — and each other.” – Jeff James Day one of the main conference (Wednesday) features Headline Keynote Speaker Jeff James, Vice President and General Manager of Disney Institute. Who wouldn’t jump at this opportunity? Jeff is responsible for the external business and professional development arm of The Walt Disney Company, which is focused on sharing Disney business insights in the areas of service, leadership and culture. Based in Celebration, Florida, Jeff leads a global team of Disney subject-matter experts who engage with clients to implement and sustain culture change initiatives through Disney’s proprietary approach. Jeff’s Disney career started in 1996, when he played a pivotal role as one of the founding executives of Disney Cruise Line. In subsequent years, he continued to provide executive leadership as the cruise line vastly expanded domestic and European itineraries and added two new ships to its fleet.
  • From the keynote, I will head to the expo hall, which I think is always one of the most important parts of the show. CCW’s has to be one of the larger expo hall shows in the industry, so there are TONS of new companies, products and technology to explore.
  • Also scheduled for Wednesday is the Chief Customer Officer Panel on How to Build a Customer-Centric Organization. Speakers include executives from Avaya, Carlson Wagonlit Travel, Metro Plus Health Plan and Desk Yogi, who are responsible for ensuring all company activities – especially product and experience innovation – revolve around the customer. I’m curious to hear what these futurists have to say about seamless omni-channel customer experiences and bringing VOC to all projects.
  • One of the track session Wednesday is about how to retain and cultivate the best breed of millennial supporters and engagement and features Wilfred Busby, Senior Vice President Enterprise Contact Center for St Jude Children’s Research Hospital. St. Jude’s has a wonderful brand and probably a slightly older-than-average donor, so I’m curious about what he has to say.
  • Both Wednesday and Thursday feature the moderated round table discussions CCW has offered in the past – they are always a hit! It’s a lot of pure discussion, sharing and brainstorming in a loosely structured format, and I’m looking forward to it.
  • Thursday I’m looking forward to the keynote, Customer Obsession at Amazon – A Key Component of Innovation, by Amazon Customer Service Pioneer Tom Weiland, Vice President Worldwide Customer Service. The customer is at the top of mind at Amazon. “Customer Obsession” is one of the leadership principles used every day by Amazonians, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates.
  • One of Thursday’s track sessions is about transforming the member experience journey with an omni channel approach, a culture of caring and personalization, presented by Kim Dans, VP US Operations and Member Experience at Weight Watchers International. They’re talking about using omni-channel for loyalty.

Stay tuned for a post-CCW recap. We are also always available, separate from any CCW event, to help you navigate all the new technology, customer experience must do’s and trends to further your success.

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