EXECUTIVE SUMMIT 2018

Executive-level conversations, collaboration, and relationship-building.

CCNG Executive Summit is our exclusive event for senior-level customer experience, customer contact, and customer engagement professionals.

Interested in joining our 2018 summit?

INNOVATION TODAY.

The Executive Summit is the must-attend event of the year, bringing together thought leaders and senior level executives across customer-centric disciplines. The summit's intimate setting and interactive agenda allow the group to collaborate in ways that spark innovative next-generation strategies. You will discover new ways of thinking and interacting with your customers and teams that will widen your breadth in your industry and drive real change. 

"The success of conferences for me is determined by the innovative thought that is generated through collaborative conversations amongst attendees. After the event last year, I was able to immediately iterate on ideas that I shared and implement new processes that have worked for others." — Eric Newton, Director of Customer Support, CareerBuilder.com

YOU WON'T WANT TO MISS IT. HERE IS WHY –

ATTENDEES DRIVE DISCUSSIONS. Discussion leaders are here to spark discussions where everyone contributes. Over two days, you’ll work side-by-side with your peers to workshop key issues, share and explore new ideas, and drive conversations. You'll gain real world experiential knowledge from this format.  

BUILD VALUABLE CONNECTIONS WITH YOUR PEERS. You’re not here to collect pens and brochures -- that’s why we’ve built an intimate event with an agenda focused on connecting and sharing with your executive-level peers as you forge ongoing relationships.

THE OPPORTUNITY TO BENCHMARK -- AND IMPROVE. Surrounded by senior-level executives running contact center organizations across different verticals and geographies will both validate what you’re doing and inspire you with new perspectives.  

THE SPIRIT OF PEER NETWORKING PAIRED WITH THE ENERGY OF AN EXECUTIVE FORUM.

Lay the foundation for relationships you’ll value for years to come. 

"Executive Summit definitely exceeded my expectations. The content was relevant and timely, and the conversation between peers and industry leaders was truly engaging. It was a great experience and well worth the investment. I recommend this unique event to any executive who wants to recharge their batteries and share ideas with some of the smartest people in the industry." — Jennifer Richard, Vice President, Contact Center Operations, McKesson/MPRS

THE DISCUSSIONS

Representing a broad mix of verticals and geographies; discussion leaders lend different perspectives from the industry and ignite conversations amongst all attendees on the following key topics (and more).

  • Rising customer expectations
  • Retention Strategies and the agent experience
  • Proactive, predictive, and personalized care
  • Agent Training: New Strategies and Requirements
  • Innovative Customer Feedback Strategies
  • How to Unleash The Full Potential of Today’s Workforce
  • Driving CX Through Personalization
  • Reality vs Hype: The Current State of Chatbots and Virtual Agents
  • Moving Mission-Critical Capability to The Cloud
  • Creating emotional connections with the customer
  • Mastering employee engagement
  • Customer Journey Analytics/Mapping
  • Balancing Channel Preference with Channel Guidance
  • Employee Engagement as a Strategic Imperative
  • Workforce Optimization Strategies’ Impact on CSAT and ESAT
  • A Peak Over the Horizon: Technology Innovations To Watch For
  • How to Avoid Getting Lost in the Data

"The CCNG Executive Summit offered an exceptionally unique and engaging forum to interact with other leaders who are focused on further improving the experience their customers receive. The conversations and connections I experienced will be leveraged in the future as we look to expand the services provided to our members." Jim Lavery, Vice President Contact Center Operations, Desert Schools Federal Credit Union

AGENDA HIGHLIGHTS

The Executive Summit agenda allows 50 hand-selected executives the opportunity to connect and share in interactive discussion sessions, small group dialogues, open forums, and high-value networking. 

Dallas Ft. Worth – July 29 - 31, 2018

July
29

CCNG hosts a Welcome Reception on the Sunday evening prior to our official kick off. Get a head start on a great experience by meeting other attendees and the CCNG team in a relaxed social setting.


July
30

We begin with our opening remarks on Monday, followed by morning Summit Sessions. We explore strategic issues senior executives have identified as priorities. Additional Summit Sessions follow a Networking Lunch and lead us into an hour of Small Group Dialogues. Each group will discuss, debate, and learn in an unscripted, attendee-led format. We wrap the day with an Evening Celebration and Cocktail Reception.


July
31

Tuesday starts at with a peer group breakfast and a recap of Monday's activity. We'll then re-engage in Summit Sessions through the morning. Following a Networking Lunch, we wrap the day with the Town Hall Open Forum, a fast-paced, idea-generating, open forum where all attendees are invited to bring topics and questions to the floor in a free-wheeling discussion. The summit chair then offers Closing Remarks to wrap the event on Tuesday. 

ENGAGE AND BUILD RELATIONSHIPS. SHARE PROVEN STRATEGIES. EXPLORE NEW IDEAS.

Been to other industry events? Come see how we’re different.

"Thank you for putting on a great event. Truly well-run with a lot of opportunity to get to know people more deeply than at a typical conference. The sessions were some of the least salesy ones I've experienced at a conference, I truely appreciate the information and though-provoking content. Looking forward to participating in CCNG events in the future. — Monica Tarr, Founder and CEO, Bennett Bay Consulting