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DTSTART;TZID=America/New_York:20260521T140000
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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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DTSTART;TZID=America/New_York:20260528T140000
DTEND;TZID=America/New_York:20260528T150000
DTSTAMP:20260517T055458
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LAST-MODIFIED:20260513T031554Z
UID:4011-1779976800-1779980400@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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DTSTART;TZID=America/New_York:20260723T140000
DTEND;TZID=America/New_York:20260723T150000
DTSTAMP:20260517T055458
CREATED:20260506T025835Z
LAST-MODIFIED:20260506T025835Z
UID:4014-1784815200-1784818800@ccng.com
SUMMARY:CCNG Q3 Town Hall Led by Nate Brown
DESCRIPTION:Topid TBD!
URL:https://ccng.com/event/ccng-q3-town-hall-led-by-nate-brown/
LOCATION:Online
CATEGORIES:Online Event,Only Members
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