Session Experiences


Attend Customer Contact Week in your sweat pants? For the first time in history, we think that’s a great idea. Join us for three weeks of live programming beginning on August 11.

On the off chance you miss a live session, we programmed the VCR to be sure you can view most of them after they air in our on-demand session library - available until September 30, 2020.


Tuesday, August 11 - Thursday, August 13

At 90 minutes, the workshop is the longest learning format on the program. It’s also the most interactive. Our faculty of top industry experts will lead you through hands-on exercises and small group problem solving activities that will open your mind to new ways of thinking about the most important issues facing contact center and CX leaders.


Tuesday, August 18 - Thursday, August 20

Think Tanks and Roundtables are small group peer-to-peer discussions structured around the biggest operational issues facing customer contact executives. Topically diverse, they represent the wide diversity of business issues from workforce optimization to security and fraud prevention to self-service, automation, customer sentiment – and almost everything in between. While each one will be facilitated by an industry expert, the real meat and potatoes of the session, from content to actionable takeaways, will be served up by the executive-level attendees in each discussion.

Think Tank Topic Categories:

  • 360 Degree Customer View
  • Agent Performance
  • Contact Center Automation
  • Actionable Analytics
  • Contact Center Authentication
  • Digital Customer Experience
  • Self Service
  • Remote Workforce Management
  • Journey Mapping
  • Business Continuity Planning 


Tuesday, August 25

The CCWomen network convenes a community of influential and inspirational female executives whose august leadership and achievements are charting the course for contact center & CX teams around the world. Featuring keynote conversations, spirited panel discussions, and interactive roundtables, this inaugural CCWomen’s Summit will present luminaries from across industries and generations on the most critical business issues facing the customer contact profession.


Tuesday, August 25

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. This program seeks to raise the bar for the profession by identifying and sharing top practices, superior thinking, creativity and execution across the spectrum of contact center functions. Join the leading companies and all-star customer contact executives at this can’t miss industry event.


Wednesday, August 26 - Thursday, August 27

Our mainstage is what happens when your favorite classroom is dropped onto the field during the last five minutes of a championship game. Alongside thousands of your peers – in the world’s largest gathering of customer contact professionals – you’ll hear from the most innovative leaders in the profession and the top business minds about macro trends that are shaping the future of our industry, including:

  • The Evolution of The End-to-End Customer Experience
  • Leverage Customer Data to Deliver Connected, Dynamic and Impactful Experiences
  • To Transform Your Business You Must Urgently Transform Customer Service
  • Leverage Technology to Deliver Extraordinary, Personalized Customer Experiences
  • Automation that Improves the Customer and Agent Experience 


Wednesday August 26 - Thursday, August 27

More than 50 practitioner led sessions featuring eye-opening case studies and tactical advice from dynamic panels and highly accomplished keynoters.


View the most powerful topics we’ll be covering during CCW At Home.