Customer Contact West
Next Generation Customer Care: Driving Real Change

October 18-21, 2015
Lowes Coronado Bay Resort & Spa
San Diego, CA

Customer’s are raising the bar on their expectations of service : Anywhere, any time, any channel personalized experience is  now the norm. To deliver customer satisfaction that drives growth and revenue, customer care and customer call centers must deepen the level of customer engagement in an omni-channel world efficiently and effectively.  Agents need to be engaged as well, modern customer service software and technology needs to be in invested in, and best practices and processes need to be in place.

The event assembles the customer contact industry's leading solutions providers to share their thought leadership on what they see is working, and what is not, across the spectrum. The Solutions Hall is where you will bolster your tool kit. And the connections you make here will be supportive and long-lasting throughout your career.

See What Participants Are Saying

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Who's Attending

Our Cause

Breaking the Chain Through Education (BTCTE) is a grassroots, non-profit organization that consists of individuals and donors who are deeply committed to eradicating child slavery in Ghana, Africa. By establishing schools in impoverished villages, BTCTE provides local fisherman and their children with educational opportunities and alternative ways to earn a living. In exchange, the children that were trafficked are set free and returned to life with their families.

Learn more





Agenda Highlights

Featured Keynotes

Keynote: Cultivating C-Suite Believers

tom65x65.jpgTom Grothues
Senior Vice President, Sales and Service

Keynote: Embracing and Managing Change in a Hyper Speed World

erica.jpgErica Javellana
Speaker of The House
Zappos Insights

Keynote: The Nordstrom Guide to Customer Innovation & Adaptation

robert.jpgRobert Spector
Spector Consulting


Case Studies & Executive Insights

Success Story - Be Nimble, Be Quick: Operationalizing Agility in Your Customer Contact Center

Success Story – Strategic Customer Care:  Meeting New and Unexpected Competitors Head-On Frost & Sullivan Insight

Case History – Developing and Coaching the Next Generation of Leaders

Executive Insight – Video Customer Care: At the Tipping Point?

Executive Inspiration – From Customer Agent, to Customer Advocate

Frost & Sullivan Insight – The Brand Experience in 2015: The Roles of Culture & Technology

Insight Centers: 

  • Who Owns the Customer? Playing Nice in the Sandbox
  • Holistic Big Data and Analytics that Make a Difference
  • Going Beyond Customer Surveys to Capture the Voice of Your Customer

Interactive Collaboration Zones

Concurrent Collaboration Zones - Fireside Chats
Fireside Chats are informal conversations that draw upon the experience and expertise of the featured executive.

Choose one of the following track sessions:

Zone 1. Direct from IT: How CRM & Contact Center Integration Can Change How We Do Business
Zone 2. Customer Effort : Balancing the Path of Least Resistance and Your Brand Promise in Your Voice Channel
Zone 3. Fulfilling Customer Journeys Across Your Complex Technology Ecosystem
Zone 4. Connecting to the Heart of the Agent to Instill Loyalty
Zone 5. Customer Engagement Optimization : Meeting the Demands of Accelerating Expectations
Zone 6. Gamification

Concurrent Collaboration Zones - ThinkTanks
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1. Mind the Generation Gap: Customer Experience in the Multi-Generation Age (Baby Boomers to Gen-Z)
Zone 2. Mobile Engagement and Channel Integration
Zone 3. Do You Really Want to Omni? Savvy Implementation of Right Time, Place, and Channel for the Best Customer Experience
Zone 4. Focus on the Firsts: A New Approach to Employee Engagement and Retention
Zone 5. VOC is Happening in All Channels! How Are You Going to Hear It, Understand and Respond to It?

Concurrent Collaboration Zones - Peer Councils
Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following Zones:

Zone 1. Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 2. Tech Support: It Won’t Just Be at the Help Desk
Zone 3. Contact Center Optimization on a Shoestring
Zone 4. Customer Experience, Up in the Cloud
THE SOURCING CLINIC – WHAT, WHEN, AND WHERE Mapping Your Outsourcing Strategy and Shores

Concurrent Collaboration Zones – Roundtables
Roundtable sessions capture the power of all participants’ voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1. Next Gen Customer Experience: The Good, The Bad, and The Ugly
Zone 2. Social Customer Care
Zone 3. Multichannel Customer Interaction: Challenging Assumptions with Real Data
Zone 4. The Awesomeness of Millennials and Gen Z: How to Attract this Unique Group and Together Shape the Next Gen of Service
Zone 5. Personalization for the Win: Insight into How to Connect with Your Customer
Zone 6. New Technologies to Empower Every Agent as a Subject Matter Expert

Concurrent Collaboration Zones - Best Practices
Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

Choose one of the following zones:

Zone 1. Connected Customer Engagement and Processes
Zone 2. Self Serve First! Adapting to Today's DIY Consumer
Zone 3. Balancing Channel and Omni Skills
Zone 4. Work at Home: Best Practices for Engaging and Managing Talent

Expert Panels

Panel Discussion - Digital-Enabled Customer Care: Realizing and Operationalizing Innovation

Panel Discussion - Continuous Process Improvement in Customer Services

Panel Discussion - Modern Organizational Models for Customer Experience Excellence


Vino Voyage: Sail, Sip and Savor - Check In - Join us for a sophisticated jaunt around San Diego’s largest natural harbor on the 58 foot SUNCHASER American Catamaran, The Aolani. Network with participants, sip on cocktails and converse over a savory lunch all while enjoying 360 degree views of the stunning San Diego skyline. Participant Fee: $95.

Segway Soiree: San Diego Tour & Lunch - Check In - Segway around the city with a group of your peers on a guided tour of San Diego's Historic Gaslamp Quarter and The Embarcadero. See the sights, learn the history, enjoy lunch and kick off this amazing event with a one-of-a-kind networking experience. Make sure to bring your camera as we'll be touring some of San Diego's best!
Rooftop lunch with amazing view included!
Participant Fee: $95

Cocktails on the Bay Kickoff Reception - Meet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails, on the bay, as we get excited for the days ahead!

Four Truths and a Lie Networking Reception - Enjoy playing detective to determine where the truths lie and the deception begins! Guess correctly and you will be entered to win a fantastic prize.

Early Risers Walk/Run - Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking!

11th Annual Customer Contact Wild West Olympics & Cookout - Gear up for a night of Olympic games with Western flare. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Buck up and show us your wild west side!

Customer Experience Site Tour -  Bring your thirst for customer contact knowledge and beer to Stone Brewing Co.! The tour of southern California's largest brewery will not only cover topics like Stone’s history and company philosophy, but also how they keep over 50,000 Stone Fans happy. You will be given an extensive look at the brewing process, learning how the beer is made, and will then get to reap the benefits as we wrap up the tour with a sampling of four Stone Brewing Co. beers. Cheers!

pdf-icon_24x24.pngDownload the Full Brochure

Chronicles-BooksCCW13_150x216.jpgExecutive MindXchange Chronicles

Get ready for 11th Annual Customer Contact West 2015. Secure your copy of the Executive MindXchange Chronicles, which include key takeaways and action items from all of the sessions. You'll have the option to add the Chronicles during your registration at a discount.
Click HERE for More Details

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