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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
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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
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/New_York:20251113T140000
DTEND;TZID=America/New_York:20251113T150000
DTSTAMP:20251028T031306Z
CREATED:20251028T031306Z
LAST-MODIFIED:20251028T031306Z
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
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20251023T140000
DTEND;TZID=America/New_York:20251023T150000
DTSTAMP:20250922T124853Z
CREATED:20250922T124218Z
LAST-MODIFIED:20250922T124853Z
UID:3846-1761228000-1761231600@ccng.com
SUMMARY:CCNG October Town Hall Led by John Sorenson\, Owner & Executive Consultant\, CypressCX
DESCRIPTION:RSVP by emailing jillian@ccng.com \nCustomer Experience in the Omnichannel World: Ensuring Seamless Journeys Across Voice\, Chat\, Messaging\, Social\, etc.\nCustomers expect seamless\, personalized\, and consistent experiences across all channels — phone\, chat\, SMS\, email\, social\, and self-service. Yet most contact centers still struggle with silos\, incomplete data\, and inconsistent service quality. We’ll discuss how to create truly integrated omnichannel journeys\, the obstacles we face\, and the best practices that are working in our organizations. \n\nWhat we’ll cover:\n\nIntegrating data across channels — unified view of the customer\nEnsuring consistency & context when switching channels\nMetrics/KPIs to measure omnichannel success\nTechnology/vendor challenges & how to choose/integrate\n\n\n\n\nMeet Your Member Facilitator\n \nJohn L. Sorenson is a dynamic\, seasoned Customer Experience Executive\,\nrenowned for his strategic leadership and transformative impact in\nlarge\, complex organizations. With a proven track record of driving\nbusiness transformation and strengthening customer relationships\, John\nexcels in steering major organizational changes\, optimizing processes\,\nand championing emerging technologies that elevate both customer and\nemployee experience. \nJohn is the owner and Executive consultant of CypressCX Consulting\n(cypresscx.com) with over ten years of consulting experience partnering\nwith large corporations\, small businesses\, and non-profits to achieve\nhigh levels of customer and employee engagement success while\nsignificantly lowering operating costs. \nJohn’s recent role as SVP\, Director of Customer Experience at Truist\nmarked a significant phase in his career\, where he led 5\,000 customer\nexperience providers through the merger between BB&T and SunTrust.\nPost-merger\, John led efforts to optimize CX and to introduce cutting-\nedge technology transformations\, including CCaaS and AI to automate\nregulatory processes and enhance customer journeys. Under his\nleadership\, Customer Satisfaction (CSAT) soared by an impressive 25%\,\nsurpassing target expectations. \nThroughout his career\, John has demonstrated a profound capability in\noptimizing CX processes and contact center operations achieving\nmillions in cost savings and enhancing CSAT scores by as much as 26%.\nHe has successfully led over 30 mergers and acquisitions showcasing his\nadeptness in blending processes\, organizational structures\, leadership\,\ntechnology\, and customer experience strategies. \nThroughout his career\, John has consistently delivered exceptional\nresults\, leveraging his expertise in leadership\, team building\, and cross-\nfunctional collaboration. John builds diverse\, high performing teams\nthat deliver innovative customer solutions that drive customer\nsatisfaction and employee engagement.
URL:https://ccng.com/event/ccng-october-town-hall/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20250911
DTEND;VALUE=DATE:20250912
DTSTAMP:20250827T011422Z
CREATED:20241212T005925Z
LAST-MODIFIED:20250827T011422Z
UID:3493-1757548800-1757635199@ccng.com
SUMMARY:CCNG September Town Hall Led by Adam Boelke\, Managing Partner\, The Alignment Advantage Group
DESCRIPTION:RSVP by emailing jillian@ccng.com \nUnlocking the Missing Last Mile in Your CX and AI Strategy\nDid you know that up to 70% of CX initiatives fail to realize their full potential\, and MIT just announced that companies are seeing a 90% failure rate in AI proof of concept? \nThese lost opportunity costs are staggering\, and in our next CCNG townhall on September 11th\, LinkedIn Top Voice\, Adam Boelke\, will share why companies are consistently overlooking the underlying reasons behind lackluster results and the 4 steps necessary to bridge that last mile in your CX and AI strategy to achieve peak performance. \n  \nMeet Your Member Facilitator\n \nAdam Boelke is the founder of the Alignment Advantage Group\, a management consulting company specializing in Customer Service Optimization and Culture Consulting. He is a former VP of Operations with over 30 years of experience leading Call Center Operations for Fortune 500 companies and others. He is an award-winning expert in call center operations.
URL:https://ccng.com/event/ccng-september-town-hall-2/
CATEGORIES:Online Event,Only Members
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250821T140000
DTEND;TZID=America/New_York:20250821T150000
DTSTAMP:20250804T155011Z
CREATED:20250624T134322Z
LAST-MODIFIED:20250804T155011Z
UID:3722-1755784800-1755788400@ccng.com
SUMMARY:CCNG August Town Hall led by Kathryn Jackson of ResponseLearning
DESCRIPTION:RSVP by emailing jillian@ccng.com \n  \nSilent Abandonment Is Costing Your Call Center Thousands: How to Stop Losing Agents and Customers \nSilent abandonment—customers and agents quietly leaving without clear warning—is one of the costliest hidden threats to call centers today. It silently erodes your budget\, your customer loyalty\, and your workforce engagement. \nThis forum will clearly define what silent abandonment is\, reveal exactly how customer and agent abandonment directly feed each other\, and equip you with straightforward\, practical tools to quickly identify\, measure\, and stop these costly losses. \n  \nMeet Your Member Facilitator \n \nKathryn Jackson\nCo-Founder\, ResponseLearning Corporation & iLearncc.com\nSimulation Designer | Contact Center Expert \nKathryn Jackson has spent 30+ years transforming how people learn and lead in contact centers. From managing large-scale centers to building simulation-based training programs\, she blends practical know-how with deep empathy. As co-founder of ResponseLearning and iLearncc.com\, she partners with top brands to design systems that put people first.
URL:https://ccng.com/event/ccng-august-town-hall-led-by-kathryn-jackson-of-responselearning/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250731T140000
DTEND;TZID=America/New_York:20250731T150000
DTSTAMP:20250710T201656Z
CREATED:20250629T185509Z
LAST-MODIFIED:20250710T201656Z
UID:3726-1753970400-1753974000@ccng.com
SUMMARY:CCNG July Town Hall Led by Mike Dolloff of Amplix
DESCRIPTION:Build a Smarter\, Leaner Contact Center: Lower Costs While Improving Outcomes \nContact centers are under more pressure than ever to cut costs\, without cutting corners. Fortunately\, cost savings and CX gains don’t have to be mutually exclusive. In this session\, we’ll break down where the most meaningful and measurable savings are happening today. \nWe’ll explore how virtual agents\, agent assist\, workforce tools\, and smart outsourcing strategies are reducing cost-to-serve while improving experience. You’ll leave with actionable insights on how to identify low-disruption savings\, justify tech investments with ROI\, and build a business case that resonates with leadership. \nKey Takeaways: \n\nWhere and how virtual agents and agent assist deliver immediate cost savings\nHow to optimize WFO/WFM tools to reduce staffing waste and improve service levels\nWhen to consider BPO — and how to structure partnerships that drive value\nHow to measure and prove ROI to secure CX transformation funding\nThe importance of aligning savings initiatives with experience and quality metrics\n\nWhy Attend: \nIf you’re responsible for CX operations\, technology strategy\, or budget accountability\, this session is for you. You’ll hear practical insights and peer-tested strategies for delivering financial value from your contact center\, while keeping customers and agents at the center of the experience. \n  \nMeet Your Member Facilitator \n \nMike Dolloff \nEVP Account Management \nMike Dolloff has over 15 years in the technology industry working in customer-facing roles. Mike joined Amplix in 2014 (through InflowCX) and leads account management efforts for the organization. His focus is on helping our customers get the best guidance\, value\, and optimization on their enterprise technologies.
URL:https://ccng.com/event/ccng-july-town-hall-led-by-mike-dolloff-of-amplix/
LOCATION:Online
CATEGORIES:Online Event,Only Members
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20250626T140000
DTEND;TZID=America/New_York:20250626T150000
DTSTAMP:20250609T220815Z
CREATED:20250528T233651Z
LAST-MODIFIED:20250609T220815Z
UID:3693-1750946400-1750950000@ccng.com
SUMMARY:CCNG June Town Hall Led by Nate Brown of Metric Sherpa
DESCRIPTION:CCNG June Town Hall Led by Nate Brown of Metric Sherpa \n\nMaximizing Value Through Balanced Service Interactions\n\nExecutives demand faster results\, happier customers\, and shrinking budgets. It’s a high-stakes juggling act—chasing efficiency without sacrificing connection. To make matters even more difficult\, the vast majority of metrics we use to measure customer service/contact center performance are insufficient or misleading. BUT there is a path to real value and service innovation.\n\nThis discussion will feature various techniques and mentalities that help balance the drive for efficiency and the need for distinctive\, personalized service. Join Nate Brown and your CCNG peers as we work together to demonstrate true value through enhanced customer interactions.\n  \nMeet Your Member Facilitator \n \nNate Brown loves two things very much…customer experience and community. Fortunately\, these concepts go hand-in-hand! As a community builder\, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members\, this vibrant collection of CX leaders is helping one another to maximize their career and accomplish remarkable things in service to others. Nate also heads up Advisory Services for Metric Sherpa\, a research firm helping organizations to transform customer interactions. When not “CX’ing\, Brown is a competitive disc golfer\, certified pickle ball instructor\, husband to a super cool wife\, and dad of two incredible daughters.
URL:https://ccng.com/event/ccng-june-town-hall/
CATEGORIES:Online Event,Only Members
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