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 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...

Self Service vs. Assisted Service - The New Battlefield of CXPresented by: Cathy Cox, SVP - Omni Channel Strategy Business Lead, SunTrust BankMissed 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...

Emerging Technologies in the Utility Industry to Meet Today's Customers' ExpectationsPresented by: Hui Wu-Curtis, GM, Customer Service Operations & Strategy, APS (Arizona Public Service)

Leading CX Transformation is a Customer-Focused Tech OrganizationPresented 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 &...

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 ExchangeThe 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...

It's vital to have clear customer direction and quality Customer Experience solutions to succeed in the modern age. This Market Study on Trends in CX Design & Strategy will allow you to learn what customers want, how brands are failing and where they're investing.At the CCW Exchange, we connect companies...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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....

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...

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...

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...

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...

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