Karen focused on delighting our customers at Prezi, and led the customer success and support teams. She led the effort of growing Prezi into teams and businesses, and in helping these teams adopt and maximize value out of the product. Prior to Prezi, she spent six years at Google in the Ads and Enterprise space, where she led teams around sales, account management, and renewals. She has an Engineering and Business degree from UC Berkeley and Wharton, respectively, and worked at General Electric in a variety of roles before transitioning to tech.

The contact center landscape is always evolving and transforming. So this year, CCW Executive Exchange agenda has been built to answer your top challenges to support your journey to excellence in both focus areas – giving you access to the most innovative strategies that will help you offer effortless customer experience with speed and efficiency while producing efficient, customer-centric and committed employees that can exceed today’s customer expectations.

Self Service vs. Assisted Service - The New Battlefield of CX

Presented by: 
Cathy Cox, SVP - Omni Channel Strategy Business Lead, SunTrust Bank

Missed a CCW Executive Exchange? Customer experience can include a lot of elements, but it really boils down to the perception the customer has of your brand. Even if you think your brand and customer experience is one thing, if the customer perceives it as something different, that is what the actual customer experience is.

Emerging Technologies in the Utility Industry to Meet Today's Customers' Expectations

Presented by:
Hui Wu-Curtis, GM, Customer Service Operations & Strategy, APS (Arizona Public Service)

Leading CX Transformation is a Customer-Focused Tech Organization

Presented by:
Sue Martin, VP, Global, Customer Service, Newegg.com

First time hearing about our CCW Executive Exchange? Learn more about what an exchange is, how you can qualify, and what is included!

Interested in seeing who is attending the CCW Executive Exchange in Miami this March? Check out the 2020 Current Attendee Snapshot! 

The CCW Executive Exchange this past spring was an amazing experience and we're returning to Miami next March 22-24, 2020.

View the 2019 Post Show Report to learn more about what happened at the CCW Executive Exchange this past March including top highlights of the event, audience breakdown, reviews & the top solution providers. Then, join us next March for the 2020 CCW Executive Exchange!

If you are interested in receiving a copy of the agenda via email, email us at info@customermanagementpractice.com

Curious about the CCW Executive Exchange experience as a delegate? Check out our Delegate Journey Map to get an overview of the process.

CCW Executive Exchange

The CCW Executive Exchange welcomes senior executives to site one-on-one for consultative business meetings with best in breed solution providers.

Prior to the Exchange, these executive spend 30-45 minutes with one of our analysts to determine if their seniority and buying persona meets certain qualifications. After their investment reports have been approved they are uploaded to our portal where they can begin to mutually select business meetings with solution providers.

“We really appreciate being able to spend quality meetings with key folks we're targeting and trying to do business with!” – VP Business Development, Sitel

“What intrigued us about the Exchange is the intimate setting and the fact that I was able to get multiple meetings with people who are in my exact target market.” – CEO, R3 Consultants

“The 1:1 business meetings are awesome for us because everyone was super excited to learn about the solutions we offer.” – Director of Sales, SurveyMonkey

Efforts to increase customer security have historically created frustration for customers and agents. Conventional initiatives for reducing customer effort, on the other hand, can leave contact centers vulnerable to fraud. Call it a Catch-22. Call it a vicious circle. But after reading this special report, you'll be able to call it a thing of the past.

Amid growing concerns about data security, our report offers a game plan for proactively preventing fraud AND creating more customer-centric authentication experiences.

Topics include:

• Three reasons contact center security is more urgent than ever
• Five ways you're actually making your contact center MORE vulnerable
• 6 steps for improving security and fraud prevention
• How technology and strategy come together to achieve success

Your customers don't trust you or your fellow brands. New consumer research confirms that they don't believe experiences are majorly improving and do not believe brands take their feedback seriously. Worse, they frequently hear horror stories about data breaches and abuse.

It is time to change this reality. It is time to win back your customers' trust and wallet share.

By helping you make your experience more frictionless, more personalized, more omnichannel and more secure, this special report will help you become a brand customers want to support.

Topics include:

• 4 signs of a trustworthy customer experience
• 6 reasons you're losing your customers' trust
• 6 ways to create a more trustworthy experience
• Tips for increasing personalization, boosting security and reducing effort across all channels

Chances are, digital channels are the first touchpoint a customer has with your brand — especially if they discovered you through a Google search or recommendations site like Yelp. Even if you’re a retailer, your customers may search online before visiting a store. 

For service businesses such as banks and insurance providers, the digital customer experience is a natural extension of the customer relationship; customers want to be able to use digital channels to contact you, update account information and perform transactions. 

The digital customer experience is the sum of digital interactions between a customer and a company, and the customer’s resulting impression of the brand. This includes front-end services and supporting back-office processes typically designed to provide speedier, more convenient customer support than offline channels. 

In this Special Report, we explore what it takes for companies to build a top-notch digital customer experience. You’ll discover the following:

• 6 hallmarks of an omnichannel customer experience 
• 4 common mistakes businesses make in the digital customer experience
• How to optimize various digital channels for their best use cases
• 5 case studies of good digital CX from Amazon, Home Depot, Sephora and more

We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.

Let this Market Study on the Contact Center of 2025 be your instrument for the future. Yes, it explores the lingering challenges and stereotypes we need to urgently address. It does not, however, dwell exclusively on the past. It also looks ahead, considering how automation, omnichannel engagement, customer data, emerging technology and cross-industry benchmarking will forever change the contact center landscape.

It’s hard to think of an industry that isn’t being “disrupted,” but retail is under especial pressure to evolve or die. Legacy brands from Sears to Payless ShoeSource are closing stores, further corroborating the so-called “retail apocalypse.” At the same time, digitally native businesses like Warby Parker, Bonobos and Amazon are opening physical stores, thereby refuting the popular misconception that customers overwhelming prefer to shop online.  

With all these changes afoot, retailers are scrambling to re-strategize and navigate a channel-agnostic world where brands that successfully blend the in-store and digital purchasing experience come out on top. Just like machine-human interactions have shown that virtual agents augment the performance of live agents instead of stealing their jobs, physical retail and e-commerce don’t have to be antagonistic. 

In this Special Report, you’ll discover the following:

• Innovations in the digital customer experience, from website personalization to mobile apps, featuring case studies from Danone and Home Depot 
• What retail brands like T-Mobile and Pinterest are doing to lure customers into stores and personalize their shopping experience through data and analytics
• The future of experiential retail – blending entertainment and shopping with advanced technology
• Lessons learned from brands like Best Buy and Toys R’ Us that rebounded from the retail apocalypse

Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center. In this report you’ll learn to hire the right people, design the right experiences, implement the right technology and set the right metrics, ultimately ensuring you can deliver a great experience no matter where, when or why your customers connect. 

Topics include:

• 5 omnichannel trends that are disrupting the contact center
• New skills  your omnichannel “super agents” will require
• The role chat will play in the future of the contact center
• Tips for measuring performance in digital channels
• Insights into the balance between “call deflection” and customer centricity

Every contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs. This delicate balance comes with other considerations like the employee experience and it’s knock-on effect on the customer experience.

Workforce management has never been more important in a day and age where agents expect flexible schedules, self-service, integrated desktops and simple interfaces. 

In this How To Guide, you’ll learn about forecasting labor requirements in the contact center, scheduling staff and managing employee performance.

Discover how to tailor your WFM strategy to the demands of the modern omnichannel contact center, where agents are likely to interact with multiple customers simultaneously across various channels rather than every agent being on the phone.

Finally, learn how you can use AI and machine learning to optimize your workforce management strategy to improve customer satisfaction and agent satisfaction, decrease costs and drive revenue.

If you are interested in receiving a copy of the agenda via email, contact us at info@customermanagementpractice.com

Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.

What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and the agents who work inside.

When customers call for support, can you provide the right experience?

There are two facets to that question. One involves whether you can deliver a fast, hassle-free, personalized interaction. The other concerns your ability to properly identify the customer – and secure the conversation.

CCW Digital’s new special report on Elevating Call Center Authentication provides guidance for achieving both. It debunks myths and illuminates “worst practices” before ultimately revealing the best, most efficient, most customer-centric way to authenticate calls.  

Libba Sapitsky is the Head of Customer Care at CVS/Caremark. She has spent her entire career focused on combining people with technology to drive improvements to deliver superior customer experience. 

In this speaker spotlight, Libba provides us with insight on how high-growth companies that embrace the workforce realities of the new economy while keeping customers and employees in front of the mind can succeed. 

If you would like a copy of the interview sent directly to you, email us here.

At the end of the day, no executive can afford to ignore marketplace shifts. No executive can wait to capitalize on emerging opportunities. Through CCW Digital’s executive research and in-depth conversations with contact center leaders from numerous organizations, we have compiled a list of the biggest priorities for the community. Read about 5 challenges customer contact executives are facing right now. 

As a customer contact executive, your attentiveness comes with particularly high stakes. Your success (or failure) to adapt directly impacts what your customers experience when interacting with your brand. In turn, it directly impacts the health of your business. Your company “feels” every change you make or fail to make. 

Through CCW Digital’s executive research and in-depth conversations with contact center leaders from numerous organizations, we have compiled a list of the biggest priorities for the community. To help you take action, we’ve included a checklist of the most pivotal questions to ask and factors to consider. Join us at the CCW Executive Exchange to address any gaps. 

Julio Badin, SVP of CX at Dallas Fort Worth International Airport, discusses how his team of CX experts monitors passenger flows night and day to anticipate customer needs, from providing food and blankets when a flight is delayed to ensuring passengers have all the information they need to find their way through the airport. 

If you would like a copy of the interview sent directly to you, email us here.

The very technology that was supposed to improve customer and agent experiences is often the direct cause of operational challenges. Unwilling to make the same mistake twice, today’s leading executives do not shop for technological options. They shop for solutions to real-world challenges. They seek answers to long-lingering questions and pathways to highly coveted CX improvements Here are some examples of how popular technologies can fit into this new type of conversation.

Across our portfolio of events and digital content, CCW spent 2019 providing an ample number of “whys.” We chronicled the most pressing trends, the most important new objectives and explored the most crippling challenges. With the goal of helping you calibrate your strategy for 2020 and beyond, we’ve recapped some of our top findings below.

CCW talked with Cary Weltken, Vice President of Business Development at One Contact Center.  View the interview now!