The Virtual Companion to CCW Las Vegas 2020 | IQPC | 11 August 2020 | Virtual Event

We’re bringing the best of CCW to you. Get the CCW experience from the comfort of home, when you sign up for your free CCW At Home pass. Learn from the most innovative brands in the world. Discover the latest CX technology. Join sessions on today’s challenges, priorities and focuses impacting customer contact executives and business leaders most. Stay tuned for the full agenda!

Workshop Week: Tuesday, Aug. 11 - Thursday, Aug. 13 | 12PM ET
Think Tank Week: Tuesday, Aug. 18 - Thursday, Aug. 20 | 12PM ET
CCWomen Summit: Tuesday, Aug. 25 | 11:45AM ET
CCW Excellence Awards: Tuesday, Aug. 25 | 2PM ET
Main Conference & Expo: Wednesday, Aug. 26 - Thursday, Aug. 27 | 11:45AM ET

Why Attend
Organizations are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a home-based environment. Attend CCW At Home to glean best practices and benchmark strategies for organizational resiliency and business continuity from the comfort of your workspace. Best of all, it's free to attend!

Key Topics
• Leading a Remote Workforce
• Essential Areas of Focus for Business Continuity Planning
• Expanding Digital Services and Automated Customer Self Service Tools
• Build A Ramp-Up Plan for Post COVID-19 Operations
• Defining Remote Work Expectations for BPOs
• Develop Contact Prioritization Scheme to Support Customers Immediate Needs

2020 Speakers

Celebrity Headliners:

Rebecca Jarvis
Chief Business, Economics and Technology Correspondent, ABC News

Pam Oliver
Senior Correspondent and FOX NFL Reporter, Fox Sports

Speakers:

Michael Brown
Former Chief Design Officer, Dick's Sporting Goods

Shannon Burch
Market VP, ATB Financial

James Cammareri
Vice President, COPC

Jerry Campbell
Sr. Customer Experience Manager, 7-Eleven

Simon Copcutt
Head of Strategic Account, Customer Management Practice

Michael DeJager
Principal Analyst & Head of Product Development, Customer Management Practice

James Dodkins
Founder and Customer Experience Rockstar, Rockstar CX

Callie Field
Executive Vice President, Customer Care, T-Mobile

Lance Gruner
EVP, Global Customer Care, Mastercard

Pete Hamlin
Senior Director of Business Intelligence, Avadyne Health

Colin Haupt
SVP, Employee Engagement and Experience, PURE Group of Insurance

Jim Iyoob
Chief Customer Officer, Etech Global Services

Jami Kalmbach
Customer Success Director, CallMiner

Erica Kelly
Director Global Sales, Strategy and Support, Verizon

Sandy Ko
Senior Analyst & Conference Director, Customer Management Practice

Tobias Voegtlin
CEO & Head of Passenger Servicing Operations & Managing Director, Lufthansa InTouch

Kelley Kurtzman
VP, Global Consumer Sales & Service Centers, Verizon

Julia Babina
VP Operations and Customer Service, Brooklinen

Brian LaRoche
Director, Outreach Marketing, CallMiner

Eric Esguerra
Vice President of Customer Service & Operations, Miele

Mike Bowman
Sr. Contact Center Manager, ECSI

Roger Lee
Vice President, Customer Success, Gridspace

Meredith Molloy
Director, Customer Success, Delegate

Shep Hyken
Chief Amazement Officer, CCW Influencer

Ali Lichtenstein
Director, Customer Experience Design, Dow Jones

Ingrid Cordy
VP Customer Experience & Global ECommerce, E.L.F. Cosmetics

Jeanne Bliss
President, Customer Bliss

Brian Dennis
Author, If the Customer’s the Copilot, You’re in the Wrong Seat

Vit Horky
Sr. Director Digital Experience, NICE inContact

Patrick Ebrahimian
Director of Transformation, UnitedLex Corproation

Greg DeVore
CEO, ScreenSteps

Marc Hutchinson
Director, Service Cloud Innovation, Salesforce

Lauren Maschio
Senior Product Marketing Manager, NICE

Wilfred Busby
SVP, Human Resources, St. Jude's Research Hospital

Gabriele Masili
VP & Chief Technology Officer, Customer Service and Support, Microsoft

Simon Harrisson
Chief Marketing Officer, Avaya

Mario Matulich
Executive Director, Customer Management Practice

Max Ball
Director, Product Marketing, RingCentral

Richard English
Managing Director, Avaya

Sherif Mityas
Chief Experience Officer, TGI Fridays

Matt Dixon
Chief Product & Research Officer, Tethr

Luke Williams
SVP, Distinguished Principal Analyst - XM Institute, Qualtrics

John Hernandez
SVP and GM, Genesys Engage

Jim Whatton
VP, Solution Consulting Organization, Genesys

Thomas Tritton
Sr. Solutions Architect, Genesys

Nathan Nickens
Senior Analyst & Conference Director, Customer Management Practice

Jeremy Hardin
Sr. Manager WEM Solution Lead, Genesys

Tom Nugent
Director Sales & Service Centers, Verizon Communications, Inc.

Scott Rothman
Director, Effortless Experience, Challenger

Lauren Pragoff
VP, Challenger

Joe Landers
Principal Strategist, ServiceNow

Natalie Romano
Managing Director - Advanced Solutions, Avaya

Andrew Papparides
Head of Support Strategy, ServiceNow Inc

Chris Luxford
Change Agent & Senior Consultant, Aspire Group

Zeus Kerravala
Founder and Principal Analyst, ZK Research

Susan Preziosa
Vice President, Client Service Organization, H&R Block

Sarataj Kaur
Product Marketing Manager, Enterprise, Zendesk

Justin Reilly
Chief Product Officer, Tucows | Ting

Simon Abushaban
Manager, Technical Programs, Shopify

Pasquale DeMaio
General Manager, Amazon Connect, AWS

Brian Mistretta
Director of Product Marketing, NICE inContact

Fabrice Della Mae
Director Product Marketing, RingCentral

Paul Lang
Head of Contact Center Marketing, Avaya

Dave Hoekstra
WFM Evangelist, Calabrio

Esther Smith
Global Head of HR, IQPC

Kay Phelps
Senior Manager, 8x8

Micah Solomon
Author, Your Customer Is The Star

Pete Lee
Vice President, Global Alliances and Sales, Observe.AI

Cindy Gordon
Chief People Officer, Policygenius Inc.

Robert Tomlinson
President, Peak Restaurant Partners (IHOP)

Al Balasco
Head of Media, Core and Applications Business, Radisys

Joshua Tye, CSSGB, CDTP
Director, Customer Experience, Compass Group

Tom Yang
Global Sales Director – Dynamics 365 Customer Service & Power Virtual Agents, Microsoft

Bradley Utter
Director Provider Call Center Provider Quality and Calls, Humana

Geoffrey Innis
Innovation Lead, Dynamics CE, Microsoft

Yossi Ben Ishay
VP, Product, Centrical

Eduardo von Borstel
Senior Solutions Architect, CallMiner

Scotty Greenburg
Director of Marketing, Tango Card

Paul Greenberg
President, The 56 Group

Ted Hunting
SVP, Marketing, Bright Pattern

Lee Williams
Senior Manager, Tools and Reporting, Alliance Data

Kevin Jolliffe
SVP, Rogers Communications

Larry Swift
Director Solutions Consulting, Intradiem

Amy Zimmerman
Global Head of People Operations, Kabbage

Brian Morin
Chief Marketing Officer, SmartAction

Jason Coats
Sr Director of Customer Care Strategy, Choice Hotels

Stephanie Lemar
Manager, Customer Engagement Support, Choice Hotels

Michael Baker
VP, Telephony & Engagement Technologies, C3i Solutions

Diane Otto
Senior Marketing Manager, Customer Experience & Contact Center, Avaya

Laura Bassett
Senior Director Product Marketing, NICE inContact

Jeff Fawcett
Call Center & Training Manager, Wine Country Gift Baskets

Benjamin Lord
Chief Marketing Officer, Mira

Pete Lee
Vice President, Global Alliances and Sales, Observe.AI

Jaysa Boyer
National Director of Corporate Alliance, United Medical Academy

Brandi Yates
Director Career Services Training, Ultimate Medical Academy

Mike Leach
Head of Order Fulfillment, Warby Parker

Lori Fentem
Head of Call Center Growth and Strategy, Ring.com

Lori Halverson
Associate VP - WW Customer Operations, Agilent Technologies

Shawndra Tobias
AVP Customer Experience, Etech Global Services

2020 Advisory Board:

Kelley Kurtzman
VP Global Consumer Sales & Services, Verizon

John Pompei
Former Head of Player Experience Operations WW, Electronic Arts

Mario Matulich
Executive Director, Customer Management Practice

Colleen Beers
President, North America & Europe, Alorica

Jeanne Bliss
President, Customer Bliss

Brent Brosseau
Vice President, Noble Gaming Solutions, Noble Systems

Celika Caldwell
Vice President, Customer Experience Enablement, AARP

Cheryl China
SVP Escalations, Citizens Bank

Michael DeJager
Principal Analyst & Head of Product Development, Customer Management Practice

Gina Ahern
Global Marketing Campaign Director, ServiceNow

Wes Dudley
SVP Customer Care, Ashley Furniture Industries, Inc.

Bruce Eidsvik
SVP, Global Field Marketing and Demand Generation, Genesys

James Freeze
Chief Marketing Officer, Interactions

Lance Gruner
EVP, Global Customer Care, Mastercard

Ronny Haime
VP - Global Head of Service Delivery, Groupon

Judi Hand
Chief Revenue Officer, TTEC

Jennifer Hanson
Senior Director, Retail Service Centers, Target Corporation

Shep Hyken
Chief Amazement Officer, Shepard Presentations, LLC

Jim Iyoob
Chief Customer Officer, Etech Global Services

Mary Beth Jenkins
Chief Operating Officer, UPMC Health Plan

Kathie Johnson
Chief Marketing Officer, Talkdesk

Sharath Keshava Narayana
Chief Revenue Officer, Observe.AI

Mark Killick
Vice President, Community Operations, Instacart

Scott Kolman
VP, Product Marketing, Five9

Brian LaRoche
Director, Outreach Marketing, CallMiner

Gabriele Masili
VP & Chief Technology Officer, Customer Service and Support, Microsoft

Brad Nichols
Global Customer Service Leader, Dun & Bradstreet

Becky Ploeger
Global Head of Hilton Reservations and Customer Care, Hilton

Janet Solomon
Vice President, Client Operations, Fiserv

Paul L. Turner
Former Vice President Coaching Operations, WebMD

Carla Zuniga
SVP, Operations & Technology, Allstate Insurance Company

2020 Sponsors

• 8x8, Inc.
• Acqueon
• Acquire BPO
• afiniti
• All-Calls
• Alorica
• Alta Resources
• Amazon Web Services
• American Customer Care
• Appian
• Arise Virtual Soultions
• Avaya
• BBC Technology Solutions
• BICS
• Bold360
• Bright Pattern
• Calabrio
• Call Tools
• Caller ID Reputation
• CallFinder
• CallMiner
• Centrical
• Challenger
• Chetu
• Clarabridge
• Cloudlinx
• Cogent
• Cogito
• Cognigy
• Community WFM
• Conduent
• Content Guru
• COPC Inc.
• Cresta
• CSG
• CSS Corp
• DATAMARK
• Datamotion
• Directly
• Drips
• dvsAnalytics
• Eckoh
• Edify Labs, Inc.
• eGain
• EmailOversight
• Emmersion
• Enghouse Interactive
• EPOS
• Etech Global Services
• Eventus Solutions Group
• Five Star Call Centers
• Five9
• Fonolo
• Freshworks
• Frontline Group
• Genesys
• Gladly
• Gridspace
• Helpshift
• Hiya
• HoduSoft
• IBM Watson
• Infobip
• InfoCision Management Corporation
• Integrity Solutions
• Interactions
• Intradiem
• Iterum Connections
• Jacada
• JourneyTEAM
• Kustomer
• Language I/O
• Language Link
• LanguageLine Solutions
• LiveVox
• Loxysoft
• Microsoft
• Mitel
• Neustar
• Next Caller
• NICE inContact
• NICE Nexidia
• Noble Systems
• Nuance
• Observe.ai
• OpenText
• OrecX
• Pega
• Pindrop
• Pipkins
• Poly
• PossibleNOW
• ProcedureFlow
• Qualtrics
• Radisys
• RingCentral
• Salesforce
• ScreenSteps
• SecureLogix
• Serenova
• ServiceNow
• Sharpen
• Sitel
• SmartAction
• SpeechIQ
• Streem
• Talkdesk
• Tango Card
• TASKE Technology
• TaskUs
• TCN Inc.
• Teleperformance
• Tethr
• ThinkOwl
• TouchPoint One
• TrendzAct
• TTEC
• Twilio
• UJET
• unymira
• VERINT
• Wix
• Zendesk