Contact Center Week Nashville (CCW Nashville 2019) presents a wonderful opportunity to meet with customer service and customer experience experts and learn from the best.
Of course, you can make a lot of customer experience updates and changes on the job and learn a great deal through online resources. However, attending an event like CCW Nashville can give you that extra push you need to go above and beyond the day-to-day and really immerse yourself in learning new ideas and techniques that will give your business – and your customers – an extra boost.
The great and daunting thing about CCW Nashville is that there are so many sessions available. Which experts you choose to listen to will depend on the needs of your company. At the same time, there are a few sessions which really stand out as providing information everyone could use.
That’s why we’ve selected our top seven must-see sessions at CCW Nashville 2019.
Session 1: How to Build Passion, Purpose, and Power in Yourself, Your People, and Your Brand
Date/Time: Thursday, January 17, 8:50AM – 9:20AM
Speaker: Carla Moore, VP of Sales Strategy, HBO
What you will learn about:
- Prioritizing personal development and reflection to reach potential
- Nurturing ideas and the people who create them to drive innovation
- Creating the work environments you want emulated through customer interactions
- Building and training a universal brand message for all customer facing agents
Why this is important:
Sometimes we learn best by hearing other people’s stories. Taking an introspective look at human nature and how personal development leads to professional success, keynote speaker Carla Moore’s journey addresses the intersection of EX, CX, and personal growth. Now that’s something we can all use more help understanding and implementing in our own lives.
Learn about Carla Moore’s talk, How to Build Passion, Purpose, and Power in Yourself, Your People, and Your Brand and six other must-see #CCWwinter sessions. Click To Tweet
Session 2: What Is Your Customer Experience Mission?
Date/Time: Thursday, January 17, 10:50AM – 11:20AM
Speaker: Jeannie Walters, CEO and Chief CX Investigator at 360Connext
What you will learn about:
- The unrealized power of a mission
- Best practices in creating a mission that will move your customer function forward
- Tying the mission back to the service you wish to deliver
Why this is important:
Many companies forget that providing a great customer experience is something that isn’t just restricted to the customer service team. In fact, creating a great customer outcome should be at the center of everything every team does. That’s why it’s so important to put customer experience at the center of your company’s mission.
Learn about Jeannie Walters’ talk, What Is Your Customer Experience Mission? and six other must-see #CCWwinter sessions. Click To Tweet
Session 3: Leverage Bots for Human Interaction Optimization
Date/Time: Thursday, January 17, 10:50AM – 12:30PM
Speakers: Ashley Welch, Director of Service, Lola and Ted Hunting, SVP, Marketing, Bright Pattern
What you will learn about:
- Why you should use chatbots
- How bots can improve the information efficiencies
- What to do to continuously improve your chatbot solution
Why this is important:
Chatbots are here to stay, people. There’s no doubt about it. Yet, it can be confusing to understand how best to use them. What situations require humans vs machines, and how can you continue to refine your use of chatbots? Here’s where you go to find your answers.
Learn about Ashley Welch and Ted Hunting’s talk, Leverage Bots for Human Interaction Optimization and six other must-see #CCWwinter sessions. Click To Tweet
Date/Time: Thursday, January 17, 12:00PM – 12:30PM
Speaker: Kelley Kurtzman, VP Global Consumer Sales and Service Centers, Verizon
What you will learn about:
- How to focus on high frequency, low value moments
- What you need to do to collaborate with agents to pilot new initiatives
- How best to isolate points of effort to streamline with machine learning, robotics, and AI
Why this is important:
We all know that our customer experience digital world is expanding at a rapid rate. Machine learning, robotics, and AI are all going to become critical in the coming years. Yet bringing those new technologies into the contact center can be complex and difficult. Now’s the time to start thinking about which pieces of the puzzle will help you improve customer experience and how you will go about making them a part of your customer care processes.
Learn about Kelley Kurtzman’s talk, Creating Effortless Experiences through Holistic Digital Transformation and six other must-see #CCWwinter sessions. Click To Tweet
Session 5: Creating a Culture Where Employees Thrive and Customer Service Is Alive
Date/Time: Thursday, January 17, 5:15 pm – 5:45 pm
Speaker: Charles Ryan Minton, President of CRM Hospitality & Consulting LLC.
What you will learn about:
- The secret you need to know in order to provide an excellent customer experience
- The way to cultivate a corporate culture that is both customer- and employee-centric
- Why employee engagement is the key to your success
Why this is important:
By providing your customers with an unforgettable experience, your business can build customer loyalty and gain an edge over your competition. But what most organizations forget is that great customer service starts with happy employees. To take your organization to the next level, you need to work from the inside out.
Learn about Charles Ryan Minton’s talk, Creating a Culture Where Employees Thrive and Customer Service Is Alive and six other must-see #CCWwinter sessions. Click To Tweet
Session 6: Bridge the Siloes of Experience Design and Delivery
Date/Time: Friday, January 18, 10:50AM – 11:20AM
Speaker: Cory Kreeck, Group VP, People Operations, Beachbody
What you will learn about:
- Simple steps to proactively elevate your career
- How you can use your CX experience as a catalyst for growth
- How to build alliances, manage your manager, and align what you want with what the company needs
Why this is important:
Creating a great customer experience is of paramount importance. Yet if you can’t bridge the different areas of the company in order to create that amazing experience, you’ll never be able to progress towards your goals. Plus, it can never hurt to find out more about how to use your knowledge to move your career forward!
Learn about Cory Kreeck’s talk, Bridge the Siloes of Experience Design and Delivery and six other must-see #CCWwinter sessions. Click To Tweet
Session 7: CX + EX: Designing Customer Experiences to Optimize Employee Efficiency
Date/Time: Friday, January 18, 1:30 pm – 2:00 pm
Speaker: Nate Brown, Director of Customer Experience at UL
What you will learn about:
- How to transform employees into your voice of the customer (VOC) engine
- Methods for seamlessly integrating feedback from agents into product improvements
- The best way to manage the transforming customer service roles evolution in today’s experience economy
Why this is important:
Your employees are your direct pipeline to your customers. They hear it all: the good, the bad, and the issues that arise multiple times. You could just continue to hire more employees to help out irritated customers – or you could create a better customer experience by fixing the problems that come up multiple times and making your customers happy. I’d choose the second option. Wouldn’t you?
Learn about Nate Brown’s talk, CX + EX: Designing Customer Experiences to Optimize Employee Efficiency and six other must-see #CCWwinter sessions. Click To Tweet
Bonus Activity
All right, this isn’t a session. But we’d love to see you at the GlowTouch booth, number 318. Stop by and say hi, and we’ll show you how you can transform customer care with the right insourcing-outsourcing balance, people, channels, locations, processes, and technologies.
What’s more, we will be bringing the Wheel of Giving. Wondering what that’s about? Well, we invest approximately 3% of our revenue to feed 55,000 children daily, support STEM education initiatives, and provide healthcare services to communities in need. The Wheel of Giving is just one aspect of that “giving back” process.
We’d love to see you at the GlowTouch booth, number 318.
Spin the wheel to help us decide where we should be focusing some of our charitable giving. The three charities who are in the running are:
- BLOOM Charity – BLOOM’s intervention programs target the early childhood development, education, and mental health needs of institutionalized orphans in Morocco, with a mission to improve outcomes. Simultaneously, BLOOM builds a community of support for Moroccan adoptees living in the USA, to foster a sense of community and connection to their birth country.
- Kentucky Science and Engineering Fair – KY-SEF’s mission is to expand educational opportunities for all middle and high school students, and to enhance the visibility and importance of science and engineering in Kentucky by providing annual statewide competitions that support, encourage, and recognize student excellence in science and engineering research.
- Akshaya Patra – GlowTouch has partnered with the Akshaya Patra Foundation, a non-profit headquartered in Bangalore, India dedicated to ensuring no child in India shall be deprived of education because of hunger. Together, we are building a new Mega Kitchen facility in Mangalore, India. Each day, the kitchen will serve 50,000 children attending government-aided schools in and around the Dakshina Kannada and Udupi regions.
Each time you spin the wheel, you will give one of these wonderful charities a vote. And each vote gets them closer to a bigger donation. Come by and do something good for your business, your customers, and the world.
