August 16 - 18, 2020 | Chicago, IL

Event Materials

The 100 Customer Contact Executives of the CCW Executive Exchange!

The 100 Customer Contact Executives of the CCW Executive Exchange!

The CCW Executive Exchange is attended by Senior Level Customer Contact Executives from the most customer-obsessed brands. 

Every iteration is compiled with the most innovative and exciting content with some of the biggest names in customer experience. Our attendees take this time to network, benchmark and discuss best practices. 

Always a special thanks to our solution providers that are chosen specifically to assist with individual delegate needs.

The Exchange format changes the way executives to business. This content is a snapshot of whose 2020 contact center is already being designed and constructed to change the way their customers interact with their brand. 


If you want to request an invitation to come, email enquiry@iqpc.com


3 Reasons Executives Must Be Listening

3 Reasons Executives Must Be Listening

Calling All Executives: Here is a question for you - What does your Contact Center look like in 2025? Does it include employee engagement and workforce transformations? What about Automation? If your blueprint doesn't have these key factors, falling behind the curve is going to be inevitable for your contact center. In this report, read about why these 3 topics are crucial for your organization.

Top 5 Content Center Trends

Top 5 Content Center Trends

These Top 5 Contact Center Trends aren't yesterday's news. They are tomorrow's curiosities and next year's questions that our analyst has uncovered now. Leveraging our CCW Digital community of 140,000+ CX professionals, our principal analyst, Brian Cantor crunched the numbers to show where contact center technology is going and what trends executives should be taken seriously.

CCW Executive Exchange Confirmed Guest List

CCW Executive Exchange Confirmed Guest List

Here is the Guest List you have been waiting for! 

There is no other event that offers the exclusivity of the CCW Executive Exchange. We hand-select our attendees to create an intimate networking experience. By the end of your time at the Exchange, feel confident that you will know everyone onsite. Take a look at the attendees who are confirmed and if you need an agenda, let us know!

If you have been sent an invitation please RSVP by 3/1/2018. If you would like to request an invitation, let our team know. enquiry@iqpc.com

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

The conventional solution process actually creates problems for contact center executives.  It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology.

Ultimately, it may not inspire contact center executives to take action. And that is a problem: for as much as they cannot afford to be wrong about the solutions they buy, contact center leaders definitely cannot afford to sit on their hands. The needs are too great and the stakes are too high for indecision to govern the function.

In this report:

  • 4 top priorities for contact center executives
  • 4 problems with solution providers
  • a new way to do business
CCW Executive Exchange Current Attendee Snapshot

CCW Executive Exchange Current Attendee Snapshot

Interested in attending CCW Executive Exchange this August 18-20 in Chicago? Take a look at who is already attending! 

CCW Digital Special Report -  DTR: Disrupting The Chat Experience

CCW Digital Special Report - DTR: Disrupting The Chat Experience

Talk about the importance of creating a frictionless, omnichannel experience is impossible to ignore. Stellar, real-world examples of such an experience are very difficult to find.
It is time to distance yourself from the pack and deliver the experience your customers want exactly when and where they want it. An important step in this journey involves adopting a disruptive approach to chat.
CCW Digital's new Disruptive Technology Review reveals how to achieve this more valuable, more customer-centric approach to chat. By following the research-driven recommendations, you won't simply be adding a new channel to your journey — you'll be meaningfully improving the customer and agent experiences.
Topics include:
  • Insights into what customers want from digital interactions — and how brands are failing
  • Signs of a great chat platform
  • Tips for using chat to boost personalization, agent satisfaction, omnichannel engagement, interaction quality and customer security
  • Specific technologies and metrics  that can maximize results
  • Strategies for ensuring your chat experience gets better over time

2018 CCW Digital Market Study

2018 CCW Digital Market Study

This report is a form of “test prep.” Citing data from CCW Digital’s annual consumer survey, it reveals what customers want – and whether organizations are delivering. The answers are simultaneously encouraging and sobering; by revealing that customers are not quite as demanding as many thought leaders suggest, it makes organizations’ failure to deliver all-themore disappointing.

It then reveals whether organizations are building a framework for actually meeting customer demands. That framework fosters an understanding of whether popular customer contact investments and initiatives will actually prove successful. It closes by providing a look at some real-world solutions – all backed by case study insights –for building a customer-centric vision and deploying tools for supporting that vision.

Special Report - Increasing Humanity With Chatbots

Special Report - Increasing Humanity With Chatbots

Chatbots  are frequently derided as glitchy  and inconveniencing to customers, but as the technology grows increasingly sophisticated, so does its value proposition. CX pundits  often regurgitate that the best function of a chatbot  is to handle  rote, repetitive customer  questions like FAQs and order  status requests so that human agents can handle  the complex scenarios  like technical  troubleshooting, but that grossly oversimplifies what chatbots can do.

In fact, there are a rising number  of use cases where  chatbots can process  queries  more effectively than a human ever could  given their ability to make split-second decisions  using data to provide a personalized customer  experience.

Chat used to be limited to a pop-up  window triggered when a visitor first lands on the company's homepage, but given the nature of asynchronous messaging through email, instant messaging and social media, where  communication between brands  and customers  happens on and off as and when the customer  needs it, companies are under  increasing pressure to scale chat capabilities in multiple channels. Arguably, the first wave of chatbots was designed to do just that- scaling chatcost-effectively, but without  consideration for UX design.

Today, chatbots  are deployed not only as a value-added user experience for the omnichannel customer, but also as tools to simplify the employee experience on the backend.


CCW Executive Exchange Attendee Profile

CCW Executive Exchange Attendee Profile

Interested in attending CCW Executive Exchange this August 18-20 at Eden Roc Miami Beach, FL? 

The CCW Executive Exchange is the only event of its kind that exclusively brings together the C-Suites and Heads of CX. On an invitation-only basis, our guests enjoy a closed-door benchmarking environment that allows them to compare strategies against their true peers. Ahead of CCW Executive Exchange Chicago, take a look at the detailed profiles of executives who attended our last iteration in Miami this past March. The executives were handpicked and qualified for the following criteria in order to attend:

  • Senior level
  • Must have at least one active project 
  • Customer-centric organization 
  • Controls or directly influences where the CX budget is spent

Not sure if you qualify? Email info@customermanagementpractice.com to find out!  

CCW Executive Exchange March Post Show Report

CCW Executive Exchange March Post Show Report

Wondering what happened at CCW Executive Exchange this March in Miami? Take a look at the Post Show Report and join us this August 18-20 in Chicago!