Free Content & Event Materials

View Full Event Agenda | CCW Executive Exchange Miami 2020

October 6-8, 2020 | Miami, FL The CCW Executive Exchange is the only event of its kind that exclusively brings together senior CX & Customer Contact Executives. Check out the agenda to see what we have planned including:A Fierce & Female PanelInsight, Innova ...

Sponsorship Information

CCW Executive Exchange Solution Providers Guide

CCW Executive ExchangeMarch 22-24, 2020 | Miami, FLThe 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...

Market Study: Trends in CX Design & Strategy

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...

Featured Content

Expert Insights: Libba Sapitsky, Head of Customer Care at CVS/Caremark

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...

5 Challenges Keeping Customer Contact Executives Up at Night

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....

Checklist: What Customer Contact Executives Can Do 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...

Expert Insights: Julio Badin, SVP of CX at Dallas Fort Worth International Airport

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...

3 Biggest Contact Center Challenges - and the Role Technology Should be Playing

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...

5 Customer Contact Trends in 2019 & Their Impact on 2020

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...

Vendor Insights: One Contact Center

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

Key Event Information

2019 Past Attendee Snapshot | CCW Executive Exchange Miami

Interested in attending the CCW Executive Exchange? Take a look who attended in 2019 including executives from Microsoft, Visa, Allstate and L.L.Bean.

CCW Exchange 101 Guide | CCW Executive Exchange Miami

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

2020 Current Attendee Snapshot | CCW Executive Exchange Miami

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

2019 Post Show Report | CCW Executive Exchange Miami

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 &...

Delegate Journey Mapping | CCW Executive Exchange Miami

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

CCW Digital Special Reports

Special Report: Contact Center Security and Fraud Prevention

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...

Special Report: Customer Trust

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...

Special Report: Digital CX

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...

Market Research: Contact Center 2025 - A Roadmap

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...

Special Report: Retail CX

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...

Special Report: Future Contact Channels

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...

How to Choose a WFM Provider

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...

Special Report: Augmenting Contact Center Automation

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...

Special Report: Elevating Call Center Authentication

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...

Past Speaker Presentations

Karen Tang, VP, Customer Success & Support, Prezi

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...

Session Infographic: Your Challenges, Answered

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...

CCW Executive Exchange Past Presentation - Cathy Cox

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...

CCW Executive Exchange Past Presentation - Hui Wu Curtis

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)

CCW Executive Exchange Past Presentation - Sue Martin

Leading CX Transformation is a Customer-Focused Tech OrganizationPresented by:Sue Martin, VP, Global, Customer Service, Newegg.com