BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//CCNG - ECPv6.16.2//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:CCNG
X-ORIGINAL-URL:https://ccng.com
X-WR-CALDESC:Events for CCNG
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:America/Chicago
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20250309T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20251102T070000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20260308T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20261101T070000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0600
TZOFFSETTO:-0500
TZNAME:CDT
DTSTART:20270314T080000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0500
TZOFFSETTO:-0600
TZNAME:CST
DTSTART:20271107T070000
END:STANDARD
END:VTIMEZONE
BEGIN:VTIMEZONE
TZID:America/New_York
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20250309T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20251102T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20260308T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20261101T060000
END:STANDARD
BEGIN:DAYLIGHT
TZOFFSETFROM:-0500
TZOFFSETTO:-0400
TZNAME:EDT
DTSTART:20270314T070000
END:DAYLIGHT
BEGIN:STANDARD
TZOFFSETFROM:-0400
TZOFFSETTO:-0500
TZNAME:EST
DTSTART:20271107T060000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20260304T130000
DTEND;TZID=America/Chicago:20260304T133000
DTSTAMP:20260524T104728
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:20260524T104728
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:20260528T140000
DTEND;TZID=America/New_York:20260528T150000
DTSTAMP:20260524T104728
CREATED:20260506T023505Z
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
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260723T140000
DTEND;TZID=America/New_York:20260723T150000
DTSTAMP:20260524T104728
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
END:VEVENT
END:VCALENDAR