Join us in the ServiceNow Pavilion in the Expo Hall for two full days of sessions focusing on Resolving Customer Issues at Lightspeed. Agenda below.
Wednesday, June 28
10:40 AM – 11:30 AM
CASE STUDY: Beyond CRM – A Roadmap to Customer Service Transformation
Eyal Lubin, PMP, ITIL, Director of Service Operations, NICE
11:30 AM – 12:30 PM
Building the Business Case for Transforming Customer Service
Anish Shah: Principal Consultant, Total Economic Impact Practice – Forrester Research
Ian Ashby: Senior Vice President, Global Support – Epicor
2:00 PM – 2:10 PM
Chairperson's Afternoon Opening Remarks
Holly Simmons, Senior Director of Product Marketing, Customer Service Management, ServiceNow
2:10 PM – 2:50 PM
The Future of Customer Service: Resolving Customer Issues at Lightspeed
Abhijit Mitra, General Manager, Customer Service Management, ServiceNow
3:00 PM – 3:40 PM
CASE STUDY: Ease of Access – CX Optimization for Technical Support
Deborah Alvord, WW Director of Services, Customer Experience, Lenovo
Thursday, June 29
11:10 AM – 11:50 AM
CASE STUDY: How GE is Transforming Customer Service at Lightspeed
Jolene Jeffries, Director of Global Support Delivery, GE
1:00 PM – 1:10 PM
Chairperson’s Afternoon Opening Remarks
Holly Simmons, Senior Director of Product Marketing, Customer Service Management, ServiceNow
1:10 PM – 2:10 PM
Culture Q&A: 2017 CCW Excellence Award Finalist
Trish Zimmerman: Senior Communications Manager – PGi
Holly Simmons: Senior Director of Product Marketing, Customer Service Management – ServiceNow
2:10 PM – 2:50 PM
Product Tour: The Essentials for Effortless and Proactive Customer Service
Venki Subramanian, Head of Product Management, Customer Service Management, ServiceNow
3:00 PM – 3:40 PM
Live Q&A with 2017 CCW Excellence Award Winners
Brian Cantor, Managing Director, Customer Service Management, IQPC, CCW Digital