Top Picks: 7 Can’t-Miss Talks at CCW Vegas 2024

7 Can't-Miss Talks at CCW Vegas 2024

Customer Contact Week Las Vegas is taking place from June 3rd to June 6th. If you’re attending CCW Vegas, then you’ll get networking opportunities with industry leaders, stay abreast of cutting-edge contact center technologies, and learn from insightful workshops by renowned experts.

Here is the list of the top 7 workshops and presentations that you shouldn’t miss attending at CCW Las Vegas. These sessions will provide valuable insights to stay ahead in the industry and elevate your customer experience strategies.

1. How Voice of Customer Analytics Transforms Contact Center?

Fully automated Voice of Customer (VoC) analytics is disrupting the contact center landscape, emerging as a formidable game-changer. This workshop offers a deep dive into the transformative potential of automated VoC analytics, equipping attendees with the knowledge and skills to unlock unprecedented customer insights and drive operational excellence without manual intervention.

Key Learning Points: 

Discover how cutting-edge, fully automated technologies empower you to decode customer sentiments, preferences, and pain points from every interaction, providing a holistic view of the customer journey.

Witness how Etech’s QEval transforms unstructured conversations from customer conversations into meaningful, data-driven insights that fuel informed decision-making and continuous improvement.

  • Explore compelling case studies that showcase the practical applications and tangible benefits of automated VoC analytics in contact centers.
  • Review proven strategies with real world examples for coaching and empowering your teams to leverage automated VoC analytics effectively.
  • Gain a glimpse into the future of contact center operations, where automated VoC analytics plays a pivotal role in delivering exceptional customer experiences and driving business growth through seamless, scalable insights.


  • Dana Lloyd, Sr Director, Customer Care, Synovus Financial
  • Jim Iyoob, Chief Customer Officer, Etech Global Services
  • Shawndra Tobias, SVP, Operational Excellence, Etech Global Services
  • Ricky Poole, Manager, Customer Care, Synovus Financial

Date and Time: 06/04/2024 | 9:00 AM – 10:30 AM PDT

2. Navigating Turbulence: Adapting Customer Service Strategies in the Ever-Changing Landscape of Travel & Hospitality

In this session, industry leaders will explore the dynamic shifts in customer expectations within the travel and hospitality sector. We’ll delve into case studies, pain points and success stories, examining how organizations can strategically adapt their customer service approaches to address evolving needs. Emphasis will be placed on leveraging innovative technologies, personalization strategies, and real-time feedback mechanisms to create resilient and adaptable customer service models.


  • Natalie Beckerman, Global Head of Customer Support Operations, IHG Hotels & Resorts

Date and Time: 06/06/2024 | 11:00 AM – 11:45 AM PDT

3. How to Effectively Coach Agents to Improve Performance?

Agent performance is a critical factor in delivering outstanding customer experiences. Join Symtrain’s at the Think Tank session to uncover innovative coaching strategies that empower agents to reach their full potential. Discover cutting-edge techniques and best practices for effective agent coaching, aimed at enhancing overall performance and fostering a customer-centric culture within your organization.


  • Kali Sarim, VP of Customer Experience, SymTrain

Date and Time: 06/06/2024 | 11:00 AM to 11:45 PDT

4. Beyond Channels: Crafting Unified Retail Experiences

Join this session as we delve into the future of retail experiences where the boundaries between channels blur, and customer interactions transcend traditional touchpoints. This session is tailored for retail professionals eager to explore strategies for integrating inbound contact centers with digital platforms. Join us to discover the keys to ensuring consistent, high-quality customer experiences across all touchpoints and understand how these seamless interactions contribute to retail growth and elevated customer satisfaction.


  • Lydia Clayton, AVP of Contact Center Operations and Center of Excellence, Cox Automotive
  • John McCahan, VP Customer Care, FTD
  • Leigh Roach, Customer Service Manager, Johnston & Murphy
  • Wilson Nieves, SVP of Customer Experience, Citizen Watch America
  • Wes Dudley, Vice President of Customer Experience, Broad River Retail

Date and Time: 06/06/2024 | 1:45 PM – 2:30 PM PDT

5. Find the CX North Star in BFSI: Frictionless CX, Innovation, & Measuring Success

For BFSI customer contact leaders, navigating the path to world-class customer experiences is fraught with challenges, including regulatory constraints, institutional barriers, technological overwhelm, and unclear strategies. Despite these obstacles, the pursuit of seamless, accessible services enhanced by thoughtful technology and design remains central. This session features an all-star lineup of BFSI industry executives in a deep dive into practical strategies for centering customer needs in journey design and igniting innovation in a traditionally slow-to-change sector.


  • Tom Nusspickel, Chief Operations Officer, American First Finance
  • Vince Trotter, Vice President of Client Success, National Debt Relief
  • Dawn Hendrick, SVP, Truist Care Center Manager, Truist
  • Jasmine Reno, VP of Call Center Operations, Flagstar Bank

Date and Time: 06/05/2024 | 11:00 AM – 11:45 AM PDT

6. Unleashing Your QA Program: How to Fearlessly Leverage Customer Interactions for Business Intelligence

In the dynamic landscape of customer service, organizations must strive to achieve more with fewer resources. Traditional Quality Assurance (QA) processes can be marked by inconsistency, resource intensity, and often provide only a glimpse into a fraction of customer interactions. How can businesses navigate this challenge and optimize QA efficiency to extract valuable business insights?

Join Crina Petre (Senior Manager of Global Quality & Standards, TechStyle OS) and Jennifer Buffaloe (Senior Director of Customer Success, CallMiner) in an engaging workshop designed to illuminate the path to unleashing your QA program’s potential. Explore TechStyle’s fearless approach to QA innovation and discover how it not only elevated customer and employee experiences but also empowered the organization to make informed strategic business decisions.

Key highlights:

  • Uncover the limitations of conventional QA methodologies and strategies to overcome them.
  • Navigate why and how organizations should take the “leap of faith” towards transitioning to automated QA.
  • Harness the power of 100% of your customer interactions to glean data-driven insights that extend beyond the contact center and into the board room.


  • Crina Sonia Petre, Senior Manager, Global Quality & Standards, TechStyle Fashion Group
  • Jennifer Buffaloe, Senior Director, Customer Success, CallMiner

Date and Time: 06/04/2024 | 1:30 PM – 3:00 PM PDT

7. Thrive in the Era of Lean Customer Operations: A Journey from Service to Sales, Operations, Experience, Engagement & AI Mastery

Despite the relentless evolution of business landscapes, the imperative to optimize, streamline, and enhance efficiency remains constant. From executive roundtables to corporate boardrooms, the quest to do more with less persists, driven by the need to stay competitive in an ever-changing marketplace.

On this episode of ‘Doing More with Less’, Shantel Love will delve into the critical paradigm shift of thriving in the era of lean customer operations, bringing a wealth of experience and a proven framework honed through years of executive leadership and strategic innovation. She will share insights gleaned from her journey as VP of Customer Success, where she transformed traditional service paradigms into holistic customer engagement strategies, and ultimately became a global responsibility spanning multiple continents and divisions.


  • Shantel Love, VP Customer Success, Pearson

Date and Time: 06/05/2024 | 1:45 PM – 2:30 PM PDT

Jim Iyoob

Jim Iyoob

Jim Iyoob is the Chief Customer Officer for Etech Global Services. He has responsibility for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business – Etech, Etech Insights, ETS & Etech Social Media Solutions. He is passionate, driven, and an energetic business leader with a strong desire to remain ahead of the curve in outsourcing solutions and service delivery.

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