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UID:3862-1763042400-1763046000@ccng.com
SUMMARY:CCNG November Town Hall Led by Jim Rembach and Jason Mercer-Pottinger
DESCRIPTION:RSVP by emailing jillian@ccng.com \nLeadership Development Is Broken. Is AI the Risk or the Rescue?\nForbes says leadership development is broken. In this town hall\, we’ll ask: can AI make it worse—or finally fix it?\nForbes releases insights that they say should force every organization to fundamentally rethink how they approach professional development for leaders. Meanwhile\, C-suites are pushing AI—while 95% failure rates are being reported. This CCNG Town Hall cuts through the hype\, hysteria\, and hope of applying AI to the leadership development problem. We’ll focus on root cause\, risk avoidance\, and practical clarity\, with brief case snapshots—so you don’t green-light programs that backfire\, waste time\, or drain precious resources.Bring your questions and get straight answers to protect your next AI decision. Includes a live 10-question Leadership Development Scorecard to help you take action in your contact center.Inside this Town Hall: \n\nCase Results: lessons and challenges learned\nA short list of innovations and red flags to act on now\nA new language for separating hype\, hysteria\, and real hope\n\n\n\n\nMeet Your Member Facilitators:\nJason Mercer-Pottinger is Senior Director\, Customer Care – Americas at Vantive\, leading fully remote\, patient-centric operations across multi-country teams. A visionary CX leader\, he fuses disciplined execution with innovation to scale empathy and outcomes. At Vantive\, he has strengthened telehealth and customer experience while building culture-aligned standards that deliver consistent support at scale. A recognized CX influencer\, he champions measurable impact for patients and customers. Under his leadership\, teams support 100\,000+ patients. These efforts underscore a continuous pursuit to improve the lives of patients and customers through empathetic and effective support solutions\, turning bold vision into excellence. LinkedIn – https://www.linkedin.com/in/jason-mercer-pottinger/\n\n\n\n\n\nJim Rembach is President of Call Center Coach and creator of the Leadership Execution System (LES). A 25-year veteran and AI engineer\, he replaces supervisor training with culture-calibrated Execution Systems that turn inconsistency into consistency. His AI-powered Execution Apps guide supervisors in the flow of work—standardizing decisions\, building skills\, and reducing Supervisor Drift. Author of the FONE Report\, a science-backed framework\, he explains why leadership training and coaching fail and how to avoid the risks of uncalibrated general AI. His modern-day mission: Stop training. Start executing. Lead your way.  LinkedIn – https://www.linkedin.com/in/jrembach/
URL:https://ccng.com/event/ccng-november-town-hall-led-by-jim-rembach-and-jason-mercer-pottinger/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20260204T130000
DTEND;TZID=America/Chicago:20260204T133000
DTSTAMP:20251208T152921Z
CREATED:20251208T152921Z
LAST-MODIFIED:20251208T152921Z
UID:3913-1770210000-1770211800@ccng.com
SUMMARY:Knowledge Management Education Series - Part 1 of 3
DESCRIPTION:When done right\, knowledge management can absolutely increase employee and customer satisfaction\, decrease training costs\, reduce handling times\, and boost sales. It is the most valuable\, fundamental capability of every great service organization. Join us for this exclusive\, executive series. 3 live events–February 4\, February 18\, and March 4. Each is just 30 minutes. Each session provides expert insight and live Q&A.   \nRegister here\, RSVP confirmation to follow. \nSession 1: “The Knowledge Mirage: Why What Looks Right is Often Wrong”\nHosted by Vicki Brackett\, Head of CX and Chief Knowledge Officer of Knowledgly\, and Lon Hendrickson\, Executive Director of the CCNG Magnet Program \nSummary:\nThis session dives into the most common misconceptions senior leaders have about their knowledge management efforts – from assuming their knowledge base is “good enough\,” to thinking their agents will “just ask someone” if they don’t know the answer. You’ll uncover ways to discover the hidden cracks in your knowledge foundation\, how to identify if poor knowledge impacts both employee and customer experience\, and why AI tools are only as good as the information behind them. \nKey takeaways: \n\nWhat leaders think is working vs. what frontline agents experience\nThe role of tribal knowledge and the myth of “we have it documented”\nHow surface-level fixes (new tools\, AI add-ons) miss the real problem\n\n  \nWednesday\, February 4\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-1-of-3/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20260218T130000
DTEND;TZID=America/Chicago:20260218T133000
DTSTAMP:20251208T153135Z
CREATED:20251208T153135Z
LAST-MODIFIED:20251208T153135Z
UID:3918-1771419600-1771421400@ccng.com
SUMMARY:Knowledge Management Education Series - Part 2 of 3
DESCRIPTION:When done right\, knowledge management can absolutely increase employee and customer satisfaction\, decrease training costs\, reduce handling times and boost sales. It is the most valuable\, fundamental capability of every great service organization. Join us for this exclusive\, executive series. Each session provides expert insight and live Q&A.   \nRegister here\, RSVP confirmation to follow. \nSession 2: “Knowledge Chaos: The Productivity Killer No One’s Talking About”\nHosted by Vicki Brackett\, Head of CX and Chief Knowledge Officer of Knowledgly\, and Lon Hendrickson\, Executive Director of the CCNG Magnet Program \nSummary:\nWe zoom into the day-to-day operational impact of poor or inconsistent knowledge. Learn how even well-meaning documentation\, SOPs\, or systems can actually add friction instead of solving problems. We’ll also explore the ripple effect on KPIs: AHT\, first contact resolution\, new hire ramp time\, QA scores\, and more. \nKey takeaways: \n\nWhy “organized chaos” is still chaos when it comes to knowledge management\nHidden labor costs and productivity drains\nThe hidden toll of scattered knowledge on your most capable teams\n\n  \nWednesday\, February 18\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-2-of-3/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260219T140000
DTEND;TZID=America/New_York:20260219T150000
DTSTAMP:20260127T034427Z
CREATED:20260127T034427Z
LAST-MODIFIED:20260127T034427Z
UID:3944-1771509600-1771513200@ccng.com
SUMMARY:CCNG February Town Hall Led by Justin Robbins
DESCRIPTION:RSVP by emailing jillian@ccng.com \nWhy Your Team Is Exhausted\, and What Contact Center Leaders Control\nContact center teams operate under constant pressure. Volume volatility\, rigid metrics\, inefficient processes\, and limited decision authority compound into daily strain that erodes judgment\, energy\, and trust. \nSupervisors\, managers\, and directors sit at the center of this pressure. They translate strategy into schedules\, policies into behaviors\, and metrics into real-time trade-offs. When strain goes unmanaged\, leaders spend their time reacting instead of leading. Performance flattens\, coaching weakens\, and attrition risk rises. \nThis interactive session gives contact center leaders a practical way to identify and reduce the strain they control. \nParticipants will learn how to: \n\nIdentify the most common sources of strain inside contact center operations.\nSee how process design\, metrics\, and decision rights shape frontline behavior.\nDetermine what leaders can fix immediately versus what must be clarified or escalated.\nReduce friction that drives rework\, disengagement\, and turnover risk.\nMake targeted changes that improve outcomes without increasing workload.\n\nAttendees will leave with a clear framework they can apply to their own teams and one concrete action to reduce unnecessary pressure within their span of control. \n  \n\n\nMeet Your Member Facilitator:\nJustin Robbins\nFounder & Principal Analyst\n\nMetric Sherpa\, Inc\n  \nJustin Robbins is a leadership and customer experience expert with more than 20 years of experience helping organizations close the gap between intention and execution. His work spans contact center operations\, in-person service delivery\, quality assurance\, workforce development\, and CX strategy\, with a consistent focus on turning ideas into action. \nAcross his career\, Justin has worked inside operations\, advised global brands\, and partnered with SaaS leaders to shape how work gets done and how people experience it. His perspective bridges employees and executives\, combining practical execution with a deep understanding of how trust\, purpose\, and clarity drive performance. \nThrough his writing\, research\, and speaking\, Justin challenges leaders to move beyond slogans and create environments where people can find meaning\, energy\, and pride in their work again.
URL:https://ccng.com/event/ccng-february-town-hall-led-by-justin-robbins/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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DTSTART;TZID=America/Chicago:20260304T130000
DTEND;TZID=America/Chicago:20260304T133000
DTSTAMP:20251208T153333Z
CREATED:20251208T153333Z
LAST-MODIFIED:20251208T153333Z
UID:3920-1772629200-1772631000@ccng.com
SUMMARY:Knowledge Management Education Series - Part 3 of 3
DESCRIPTION:When done right\, knowledge management can absolutely increase employee and customer satisfaction\, decrease training costs\, reduce handling times\, and boost sales. It is the most valuable\, fundamental capability of every great service organization. Join us for this exclusive\, executive series. Each session provides expert insight and live Q&A.   \nRegister here\, RSVP confirmation to follow. \nSession 3: “From Theory to Practice: What Good Knowledge Management Actually Looks Like”\nHosted by Vicki Brackett\, Head of CX and Chief Knowledge Officer of Knowledgly\, and Lon Hendrickson\, Executive Director of the CCNG Magnet Program \nSummary: \nThis session brings the concepts of knowledge management to life. You’ll see real-world components of an effective KM strategy in action and understand what it takes to move from disjointed tools and good intentions to a unified\, high-performing knowledge culture. We’ll walk through visual examples across multiple platforms to show how strategy\, governance\, and execution come together. \nKey takeaways: \n\nWhy ownership\, governance\, and adoption are non-negotiable for KM success\nSee multiple systems in action\, demonstrating key components of knowledge management\nWhat a modern\, scalable knowledge strategy looks like  \n\n  \nWednesday\, March 4\, 2026. 1:00 – 1:30 pm (Central Time)
URL:https://ccng.com/event/knowledge-management-education-series-part-3-of-3/
LOCATION:Online
CATEGORIES:Online Event
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260521T140000
DTEND;TZID=America/New_York:20260521T150000
DTSTAMP:20260506T022015Z
CREATED:20260506T022015Z
LAST-MODIFIED:20260506T022015Z
UID:4004-1779372000-1779375600@ccng.com
SUMMARY:CCNG Q2 Town Hall Led by Amas Tenumah
DESCRIPTION:RSVP by emailing jillian@ccng.com\nIs Bad Customer Service a Feature\, Not a Bug?\nMost contact center leaders are working hard to fix a system that may be designed to resist fixing. In this interactive town hall\, author and CX expert Amas Tenumah will lead a candid conversation with practitioners about the gap between what companies say about service and what they actually incentivize. Come ready to challenge assumptions and be challenged. \n\nMeet Your Member Facilitator:\n Amas Tenumah is an author\, keynote speaker\, and customer experience expert with 25+ years inside the industry. He is the author of HOLD: The Suffering Economy of Customer Service and has been featured on NPR\, The Atlantic\, NBC News\, and Fortune. His work examines why broken service experiences are rarely accidents — and what it would actually take to change them. \n 
URL:https://ccng.com/event/ccng-q2-town-hall-led-by-amas-tenumah/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260618T140000
DTEND;TZID=America/New_York:20260618T150000
DTSTAMP:20260604T173003Z
CREATED:20260506T023505Z
LAST-MODIFIED:20260604T173003Z
UID:4011-1781791200-1781794800@ccng.com
SUMMARY:CCNG Q2 Small Group Session Led by John Sorenson
DESCRIPTION:Why Traditional Contact Center Models Are Breaking Under AI Pressure\nOrganizations are rapidly adopting AI across the contact center\, but many are finding that layering new capabilities onto legacy operating models is creating as much friction as value. This session will explore why traditional structures — built for a different era of volume\, channels\, and labor — are starting to break down\, and what leaders are doing to realign operating models\, decision-making\, and accountability to fully capture the benefits of AI. \nJoin us for this small group session by RSVPing here!\nThis event is capped at 10 CCNG member participants. If you have questions\, please reach out to jillian@ccng.com \n  \nMeet Your Member Facilitator:\nJohn L. Sorenson is a senior customer experience\, contact center\, and digital\ntransformation executive with deep enterprise leadership experience across\nlarge\, complex financial services organizations. He is known for leading large-scale\ntransformations that modernize service operations\, strengthen customer and\nemployee engagement\, and deliver measurable financial and operational results. \nToday\, John is the Founder and Executive Consultant of CypressCX Consulting\,\nwhere he provides selective advisory and interim executive leadership to\norganizations across banking\, healthcare\, SaaS\, and nonprofit sectors. His work\nfocuses on customer experience strategy\, contact center optimization\, and AI-\nenabled transformation\, helping executive teams execute complex change while\nimproving customer outcomes\, operational performance\, and financial results.
URL:https://ccng.com/event/ccng-q2-small-group-session-led-by-john-sorenson/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260723T140000
DTEND;TZID=America/New_York:20260723T150000
DTSTAMP:20260703T154452Z
CREATED:20260506T025835Z
LAST-MODIFIED:20260703T154452Z
UID:4014-1784815200-1784818800@ccng.com
SUMMARY:CCNG Q3 Town Hall Led by Nate Brown
DESCRIPTION:RSVP by emailing jillian@ccng.com\nModernizing Your Voice of Customer Engine\nSo much is changing today in the CX field\, but perhaps no discipline as quickly and dramatically as Voice of Customer. Our customers are offering up feedback in such different ways and in such different places than they were even 5 years ago. Sadly\, for most organizations\, the “VoC Engine” has become tremendously out-of-date. It’s time for a serious tune up! There is almost nothing more important we can do for the business than effectively capture the customer’s voice and drive meaningful change with it. This session will equip you with a new mentality and new tools when it comes to all things customer feedback! \nWe will discuss: \n\nHow to modernize your VoC initiative to capture “wild sentiment” with both structured and unstructured data.\nEstablishing a centralized “VoC Engine” that is capable of providing clarity\, accountability\, and measurability\nGoing beyond the dashboard to bring VoC insights to life…connecting employees to customers in exciting ways\nProving definitive ROI of Customer Experience related activities using customer behavioral data\n\n\n\nMeet Your Member Facilitator:\nNate Brown helps Customer Experience leaders to better understand and serve their customers. Having seen many sides of the CX ecosystem as a practitioner\, consultant\, and analyst\, Nate is widely known for his innovative perspective and contagious energy. \nAs a community builder\, Nate co-founded CX Accelerator in 2018. Quickly growing to well over five thousand members\, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things around the world. From digital cohorts\, to in-person gatherings\, to world-class CX day celebration\, CX Accelerator is a major force for good in the experience space. As a CX leader / educator\, Brown was dubbed the “CX Influencer of the Year” by CloudCherry in 2018\, and a top global CX thought leader by ICMI\, CX Network\, Exceeders\, Netomi\, and MartechVibe to name a few. Nate was voted “most impactful influencer in the CX landscape for 2023” by Kustomer. He has been widely recognized for his unique ability to infuse excitement into the work of CX for employees at all levels of the organization. As a Customer Experience executive and consultant\, Nate has built up contact centers from scratch\, anchored complex CX functions\, and helped to foster exceptional employee-customer connections in dozens of organizations. He’s worked in a variety of industries including gaming\, SaaS\, technology\, retail and healthcare for brands such as CHEP\, WB Games\, UL\, and Sunbasket.
URL:https://ccng.com/event/ccng-q3-town-hall-led-by-nate-brown/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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