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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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DTSTART;TZID=America/New_York:20260723T140000
DTEND;TZID=America/New_York:20260723T150000
DTSTAMP:20260703T154452Z
CREATED:20260506T025835Z
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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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DTSTART;TZID=America/Phoenix:20261008T083000
DTEND;TZID=America/Phoenix:20261008T120000
DTSTAMP:20260703T174905Z
CREATED:20260703T163230Z
LAST-MODIFIED:20260703T174905Z
UID:4046-1791448200-1791460800@ccng.com
SUMMARY:Phoenix\, AZ Regional Networking Event
DESCRIPTION:RSVP here to the CCNG Regional Networking Event in Phoenix\, Arizona.\n\n\nBeyond the Contact Center: Building Influence and Driving Change\nGreat ideas don’t create change – leaders do. \nJoin CCNG on October 8 for an interactive networking event designed for CX leaders who want to expand their sphere of influence\, gain stronger organizational alignment\, and successfully drive initiatives across the finish line. Our panel of experienced CX executives will share real-world stories\, lessons learned\, and practical strategies for earning credibility\, securing stakeholder buy-in\, navigating competing priorities\, and building support for transformational initiatives — from CX improvements and operational efficiencies to knowledge management and AI investments. Following the panel and audience Q&A\, attendees will participate in facilitated breakout discussions to exchange ideas\, tackle common leadership challenges\, and explore actionable approaches to increasing influence\, driving adoption\, and accelerating results. Whether you’re leading a contact center\, CX team\, digital transformation effort\, or AI initiative\, you’ll leave with practical insights you can apply immediately to build credibility\, gain support\, and turn ideas into action. \nThe event is free to attend and open to all\, including non-members\, but an RSVP is required for location access. \nKey Takeaways: \n\nHow to earn credibility and secure stakeholder buy-in\nA playbook for moving initiatives from concept to execution\nActionable strategies to increase influence and drive adoption\n\nWhy Attend:  \nGreat ideas don’t drive change on their own — the leaders who can align stakeholders and turn vision into results do\, and this event gives you the real-world tactics to become one of them. \n  \n\nRSVP here to receive a calendar invite and address. 
URL:https://ccng.com/event/phoenix-az-regional-networking-event-2/
LOCATION:Phoenix\, Arizona\, Phoenix\, AZ\, United States
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