PDF

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

August 18-20, 2019 | Radisson Blu Aqua Hotel, Chicago

CCW Executive Exchange is the only invite-only event where senior executives can experience a true peer-to-peer networking opportunity with interactive roundtable discussions, boardroom style brainweaves and exclusive keynote sessions from world-renown thought leaders.

• Invitation-only attendance

• Personalized itinerary

• Complimentary Accommodation at the 4-star Radisson Blu Aqua Hotel

• Benchmark with strategic decision maker

• Intimate and closed-door environment

• Limit time out of the office

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

Employees are the lifeblood of the customer experience strategy.  They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience.

If an organization wants to cultivate loyal customers instead of creating angry ones, it, therefore, needs to empower the workforce to perform.

Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:

• 7 trends affecting workforce management
• The top 3 priorities for contact center performance
• The top 3 challenges inhibiting contact center performance
• 12 ways to elevate workforce management
• How to improve contact center training
• How culture impacts workforce management

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.

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers. 

It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

•  Debunking a key omnichannel myth
• Research on what customers want and how businesses are struggling
• 5 steps to building an omnichannel contact center
• 5 crucial elements of an omnichannel strategy
• Omnichannel assessment tool

Should outsourcing have a role in the era of customer centricity?

Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer experience is one business function in which corners cannot be cut.

Others would vehemently dispute that premise. They would argue that outsourcing, when leveraged correctly, can actually be the ticket to a better customer experience.

This report explores that more valuable vision of outsourcing. It reveals the extent to which outsourcing can – and should – fit into a customer-centric contact center. 
Topics include:

• The mistake organizations make when building their outsourcing strategies
• 6 trends transforming the customer contact function
• 6 ways outsourcing can actually increase customer centricity
• 5 ways to elevate partnerships with contact center vendors
• Key questions to ask when considering outsourcing

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.

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

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.

As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important?

And what new trends, ideas and “best practices” will emerge?

To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.

To receive a copy of this report via email, email enquiry@iqpc.com

In today's era of the customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating "pain points" for your customers

This special report on Customer Journeys will help you avoid those pitfalls.

Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalization, engaging experiences across all channels. Topic Includes: 

• 3 ways to increase customer centricity with journey maps
• 6 ways to drive business results with your journey maps 
• 5 challenges to journey mapping (and improving) customer journeys
• 5 steps for meaningfully elevating the customer experience       
  

Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’s reputation. How the digital revolution is impacting reputation management

How can you ensure that impact is positive? How can you ensure customers view you as a brand customers trust, love and enthusiastically endorse? CCW Digital’s Special Report on Brand Reputation has the answers.

Topics include:

• 6 steps to identifying brand reputation threats
• 5 ways to fix the CX issues that damage brand credibility
• The role of customer loyalty strategies
• 5 tips for connecting with “at-risk” customers
• How to increase brand advocacy
• How to market your customer centricity

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.

There's a simple key to delivering this superior experience: understanding customer intent.

Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what.

This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement. Topics include:

• 5 questions that reveal customer intent
• 7 ways to use intent to radically improve the customer experience
• How to overcome key challenges
• 7 best practices for getting started with intent-driven engagement
• Examples of intent-driven engagement in travel, telecom, finance and retail

Your agents may be smart. They may have a thorough grasp of your products, scripts, and policies.

But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?

This report explores that more important form of contact center intelligence. It reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically outperform your competitors.

Topics include:

• 4 reasons why “intelligent agents” are the key to a successful contact center
• Five threats to agent intelligence – and a successful customer experience
• 4-step blueprint for cultivating intelligence within your contact center
• Assessment quiz to determine whether your agents are intelligent

We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.

Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the eyes of many thought leaders, represents an impactful way to elevate the customer experience.

What changed? More importantly, what must you change about your self-service strategy to ensure it wins over your customers?

This special report has the answers. Topics include:

• Urgent self-service trends you need to know nowUrgent self-service trends you need to know now
• The biggest self-service myths, misconceptions and mistakes
• Six ways to meaningfully elevate your self-service offerings
• How the demand for “personalization” is affecting self-service
  

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

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.  

Cathy Cox, Senior Vice President - Omni Channel Strategy Business Lead, SunTrust Bank, spoke at CCW Executive Exchange last August. View her presentation for more information on self-service vs. assisted-service, when to implement self-service, and the evolution of contact centers. 

Chad Hendren from VHT spoke at CCW Executive Exchange last August. View his presentation for more information on the long-term effects of CX management, Journey Tracking, the importance of consistent CX, and more.    

Dale Zwizinski the SVP, North American Sales at SmartAction joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about AI-powered CX and find out if its a myth or a must for organizations. 

Danielle Wanderer, CMO at Quiq joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about today's digital-first lifestyle and everything you need to know about connected customers. 

Jeff Marcoux, VP of Marketing  at TTEC joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about today's digital transformation and retaining customers through a digitally personalized customer experience. 

Lance Hood, Chief Marketing Officer, TrustID joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about ending identity interrogation in the call center.

Lisa P. Oswald,  Senior Vice President of Customer Service at Travelzoo joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about making your customers happy with speed and efficiency, not just great customer service. 

Lynn Costlow, the Senior Vice President, Customer Care at ADT  joined us at CCW Executive Exchange last August. Take a look at her presentation to learn more about making speed of service the top priority at your organization. 

Nate Rosenthal, Head of Global Customer Success and Support, Square joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about AI and customer success.

Rachelle Dever, Brand & Guest Experience Director InterContinental Hotels Group joined us at CCW Executive Exchange last August. Take a look at her presentation to learn more about guest retention and satisfaction. 

Sherif Mityas, Chief Experience Officer at TGIFridays joined us at CCW Executive Exchange last August. Take a look at his presentation to learn more about a frictionless guest experience, in-store and off-premise, enabled by technology.

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

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.

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.

“Happy agents yield happy customers” is an accurate, important mantra for customer contact leaders. It is also a dramatically insufficient one.

Check out this Special Report to learn more about how employee satisfaction brings customer satisfaction. 

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!  

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!