CCW Winter 2017 Post Show Report

For the more than 500 customer management executives who attended CCW Winter in New Orleans this past January, one question was top-of-mind: what does it mean to “humanize the customer experience”?

The simplest, most obvious answer is that organizations need to emphasize meaningfully connecting with customers. They must personalize engagement experiences based on the specific customers with whom they are acting. They must tailor processes based on the specific issues they are handling.

Ultimately, the experience they create should reflect the extent to which the business understands and values its individual customers. They are one in a million, not one of a million.

Not every session used the word “humanize” in its description, but the idea of a humanized customer experience factored into all portions of the event - -the keynotes, the breakout sessions, the networking functions, and the advisory board meeting.

This exclusive report revisits some of the highlights – and underscores some of the key takeaways – from the 2017 CCW Winter.