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

• Increasing digital capabilities
• Improving the knowledge base
• Employing customer journey mapping and orchestration
• Better automating processes

Technology buyers often struggle to distinguish which providers are the right fit for their specific objectives because there are so many vendors speaking in broad strokes on their capabilities. As a result of this noisy marketplace, many contact centers are not conquering pressing challenges and achieving valuable objectives. 

CCW Digital has summarized 5 particular urgent tech needs in the report: Technologies Contact Centers Want...and Can't Find.

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

AI solutions solve a number of specific business problems. Organizations are beginning learn different AI capabilities and how they can use this technology to find the solution their in need of. But it's more than just awareness of the applicability of AI, companies are realizing the need for tracking metrics and managing of their new AI technology. 

With so many pivotal considerations to make, it’s crucial for organizations to do ample research before they buy. In this Special Report on ‘Choosing an AI Partner,’ learn:

• What types of AI solutions companies are exploring
• The biggest value points for implementing AI solutions
• Challenges the companies are facing in the modern-age and how AI can help them
• The full cycle organizations must consider when choosing an AI solution, from research to post-purchase implementation and management

If you would like a copy of the article sent directly to you, please contact 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. 

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 in Miami next March 22 - 24 for the 2020 CCW Executive Exchange!

June 23-25, 2020 | The CCW Executive Exchange is the only event of its kind that exclusively brings together senior CX & Customer Contact Executives. This invitation-only virtual event is built for today's leaders as they aim to benchmark, connect, and identify solutions to critical business challenges in the most efficient and effective way possible.

Check out the agenda to see what we have planned including:

• Interactive Roundtable Discussions
• Boardroom Style Project Analysis
• Exclusive Benchmarking Sessions from world-renown thought leaders
• & more!
  

Interested in sponsoring the CCW Virtual Exchange? Take a look at this list to find out which executives will be attending this year!

Learn more about how the virtual exchange model works, attendee demographics & qualifications, benefits of sponsoring & more.