10 Must-See Sessions at Customer Contact Week 2018!


Whether you’re trying to jumpstart a customer experience program from scratch or you’re a CX veteran looking to learn about the latest AI tools and technology, there is no shortage of information out there–the question is how do you harness it to work for you?

Customer Contact Week is where that knowledge and opportunity meets you! With 175+ speakers, there is truly something for everyone. Truth is, you can’t go wrong with any of the incredible sessions in store. To help you plan your week, we’ve picked out our top 10 sessions you can’t miss. Hope to see you there!

1. AI, Bots and Humans – The Future Customer Journey is Here

Tuesday, June 19 — 8:15 AM – 11 AM

Jim Whatton, VP Solutions Consulting, Genesys
Chas Bowman, Senior Technical Sales Consultant, Genesys

We all know that technology is changing the customer experience landscape. What does that mean for leaders navigating the world of humans and bots? Grab your seat at this discussion to learn how both will play a role in shaping and understanding the customer journey.

2. Transform Your Customer Experience into Connected Omnichannel Journeys

Tuesday, June 19 — 11:15 AM – 2 PM

Matthew Clare, Product Marketing Manager, Mitel
George Despinic, Senior Product Marketing Manager for Contact Centers, Mitel

The modern customer journey is more complex and less predictable than ever. New devices, channels, and touchpoints require proactive strategy. Join the Mitel team for a discussion about the evolution of the customer journey and how to manage the omnichannel experience.

3. Today’s Connected Customers: Deliver Personalized Service Across Channels

Tuesday, June 19, 2:15 PM – 5 PM

Stephen Bell, Senior Director of Product Marketing, Service Cloud, Salesforce

Hear from Salesforce on the strategies, tactics, and tools you need to not only manage the service experience but deliver personalized service at scale.

4. Would You Do That to Your Mother? The “Make Mom Proud” Standard for How to Treat your Customers

Wednesday, June 20— 9:05 AM – 9:50 AM

Jeanne Bliss, President, Customer Bliss

Sometimes it’s important to just reflect on the basics. This presentation will highlight a simple and timeless approach to measuring customer service interactions. Join this session for a practical reminder and a coaching strategy for service and support teams.

5. Develop a Scalable, Transformative Support Model

Wednesday, June 20 — 2:10 PM – 2:55 PM

Janelle Sallenave, Head of Customer Support, North America, Uber

Learn how one of the fastest-growing companies in the world is able to build and scale a support model that serves millions of users nationally and internationally. Get takeaways on tactics and strategies that you can apply to your own company.

6. Create a Customer Centric Culture

Wednesday, June 20 / Thursday, June 21 — Multiple Times

Bill Gessert, President, International Customer Service Association

There’s a lot of talk about putting customers at the heart of everything you do. But is your company actually taking steps to make that a reality? Hear firsthand from Bill Gessert how customer service leaders are building a culture and a strategy with customers–and their needs–at the center of it all.

7. Build the Business Case for AI and Automation

Wednesday, June 20 / Thursday, June 21 — Multiple Times

Chris Danson, Chief Technology Officer, Mattersight
Adam Schmitt, Director, Contact Center Strategy, Macy’s

It can be easy to think of the latest automation solutions as just nice-to-haves. But, there is a real and compelling business case for integrating AI and automation into your customer experience strategy. This session will discuss how to save money, increase efficiency, and improve outcomes with better technology.

8. Are you Easy to do Business with?

Wednesday, June 20 / Thursday, June 21 — Multiple Times

Corey Robinson, Operations Director, Cigna
Brian Quigg, Sales Director, Virtual Hold Technology

Customer tolerance for friction is at an all-time low. In order to compete, companies must focus on providing a seamless, pain-free experience for every single customer. This session tackles that topic and how to measure and manage every touchpoint.

9. Deliver Success, Effort and Emotion While Leveraging AI

Thursday, June 21 — 8:20 AM – 9:05 AM

Jason Bradshaw, Chief Customer Officer, Volkswagen Group Australia

Artificial intelligence isn’t just about bits and bytes. With the right technology and a solid strategy, you can use automation to improve service without sacrificing the empathy and understanding of world-class service and support. Learn how Volkswagen is implementing AI successfully to elevate the customer experience.

10. World Class Service Starts with Culture

Thursday, June 21 — 4:15 PM – 5:00 PM

Shep Hyken, Chief Amazement Officer, Shepard Presentations, LLC

Join Shep Hyken, one of the world’s foremost thought leaders on customer experience, for a discussion about culture. This keynote will explain how organizations can build the foundation for world-class service by focusing on the people who provide it.

This list scratches the surface of the packed agenda at CCW, but we hope you find it helpful in planning out your week. We’re looking forward to hearing from industry leaders and all the learnings we’ll walk away with–after all, it’s one of the best CX events of the year.

When you find some time between the incredible sessions in store, don’t forget to swing by and say hello to Solvvy team. We’ll be in the exhibition hall, Booth Number 720.

See you at CCW!