Custom Agendas

We know a the CCW program is packed with information and  can be hard to navigate. So to help you plan, we put together custom agendas based on five topics of interest. To get started, select a topic and check out which sessions are best for you!


Deliver World-Class Service with Speed and Efficiency

Garner and Maintain Cultural Commitment to Customer Centricity

Develop Empathy and Better Understand Customer Journeys

Ascertain 360-Degree View of the Customer

Understand and Optimize Agent Journeys and Engagement

Deliver World-Class Service with Speed and Efficiency

The prime directive of the contact center is to deliver front line experiences that meet or exceed customer expectations. We call it delivering world-class service with speed and efficiency, but realistically this can mean a variety of things depending on your customer’s unique expectations.

Many sessions at CCW focus on how to support the people, processes and technologies in your contact center to optimize operations in a way that delivers both speed and efficiency for your customers. If this is your key objective, you won’t want to miss these sessions in Vegas this year:

  • Workshop 11: Next Generation Omni-Channel Contact Center: AI, NLP, Web Chat & Chatbots
  • Technology & Innovation Focus Day: Chatbots
  • CCW Executive Club: Business Model Innovation: Assume a Lean Startup Mindset to Business Operations
  • Process Stage: Building Transformative Experiences: Differentiating Your Brand with Intentional Design
  • Technology Stage: From Tribal to Top Notch: Integrating Systems for 21st Century Customer Support
  • CCW Executive Club: How to Manage BPO’s and Complex Vendor Operations Globally and Locally
  • CCW Executive Club: Four Key Transformations to Become the Future Contact Center
  • Process Stage:CX Through the Lens of Process Excellence
  • Foundations Stage: Employee Systems Thinking to Optimize Service Delivery
  • Foundations Stage: A3 Problem-Solving and Continuous Improvement for the Contact Center
  • Interactive Discussion Groups: Chatbots, Omnichannel, CX Automation, Personalization, Proactive Engagement, Intelligent Routing, Self Service, Digital CX, Live Chat, Social Media for CX

View the Full Event Guide Here

If you’re interested in even more detailed or custom information, email us at info@customermanagementpractice.com and our team will be happy to help guide you through the event program even more.

Garner and Maintain Cultural Commitment to Customer Centricity

Since pivoting organizational focus to the customer is such a fundamental and cross-functional shift for organizations, both leadership and holistic cultural buy-in is crucial. Even beyond customer care, the larger CX function requires constant improvement. CX can never be viewed as a one-off project.

Many sessions at CCW focus on how to go about pivoting organizational culture to a customer-first approach in the experience economy. If this is your key objective, you won’t want to miss these sessions in Vegas this year:

  • Influencer Keynote: The Convenience Revolution
  • People Stage: A Thriving Culture Drives a Thriving Business
  • People Stage: Overcoming Hidden Roadblocks to Customer Experience Transformation
  • 20th Anniversary Keynote: Zappos, Delivering Happiness & Downtown Las Vegas
  • People Stage: Transform Culture by Building Relationships Over One-Off Transactions
  • People Stage: The Impact of the Pineapple Principle
  • CCW Executive Club: Cultural Transformation + Digital Transformation: Get Executive Leadership in Cadence with Customer Contact Strategy
  • CCW Executive Club: Evolving Your Contact Center for Customer-Centricity
  • CCW Executive Club: Leverage Storytelling to Engage the C-Suite
  • Foundations Stage: From the Ground Up: Build the Business Case for CX
  • Transformation Keynote: From Party Crasher to Honored Guest: Becoming the Customer-Centric Champion Your Organization Needs
  • People Stage: Thanks for Coming in Today: Creating a Culture Where Employees Thrive and Customer Service is Alive

View the Full Event Guide Here

If you’re interested in even more detailed or custom information, email us at info@customermanagementpractice.com and our team will be happy to help guide you through the event program even more.

Develop Empathy and Better Understand Customer Journeys

As over-emphasized as it may be, so many organizations are still in the early stages of understanding their customers’ journeys. In order to deliver a superior, effortless experience, you have to identify where the paint points exists. Moreover, contact center leaders need to understand where they fit into the overall customer journey and have a willingness to collaborate across the organizational silos involved.

Many sessions at CCW dig in to the concepts of design thinking and journey mapping. If this is your key objective, you won’t want to miss these sessions in Vegas this year:

  • Workshop 1: Supercharge Your CX with Customer Journey Mapping
  • Technology & Innovation Focus Day: Customer Journey Mapping
  • Foundations Stage: How Hard Is It To Be Your Customer: Using Journey Maps to Drive Customer-Focused Change
  • Foundations Stage: Best Practices for Dynamic Customer Journey Mapping
  • Panel Discussion: Optimize the Human Factor in Agent and Customer Engagement
  • Interactive Discussion Groups: Customer Intent, Customer Loyalty, Customer Journey Mapping, Design Thinking for CX

View the Full Event Guide Here

If you’re interested in even more detailed or custom information, email us at info@customermanagementpractice.com and our team will be happy to help guide you through the event program even more.

Ascertain 360-Degree View of the Customer

Looking beyond the journey map, are you capturing the necessary individual customer data from all touch points to make educated decisions on CX processes and strategy? Moreover, is the data you are gathering actionable to continuously improve the experience? You must have the mechanisms and technologies in place to capture the data you need about your customers.

Many sessions at CCW examine tools and techniques for collecting and actioning customer data. If this is your key objective, you won’t want to miss these sessions in Vegas this year:

  • Technology & Innovation Focus Day: Actionable Analytics
  • Workshop 9: Accelerate Speed to CX Intelligence with AI and Automated Interaction Analytics
  • Process Stage: A New Metric Mindset: Why Metrics Must Align with the Desired Experience
  • Process Stage: Experience Over Metrics: Redesigning Your Quality Assurance Model
  • CCW University: From the Ground Up: Key Competencies from a Career Standing Up Contact Center Operations
  • Foundations Stage: Effort, Emotion, Effectiveness: The Keys to Customer Loyalty
  • Interactive Discussion Groups: Customer Intent, Customer Loyalty, Actionable Analytics, Voice of the Customer

View the Full Event Guide Here

If you’re interested in even more detailed or custom information, email us at info@customermanagementpractice.com and our team will be happy to help guide you through the event program even more.

Understand and Optimize Agent Journeys and Engagement

To have a customer-centric organization, you must have an engaged team. This starts with understanding the pain points of your employees’ daily grind. In addition, it is important to create an environment that is conducive to team retention supported by coaching, training and development.

Many sessions at CCW take a look at employee experience and best practices in contact center L&D. If this is your key objective, you won’t want to miss these sessions in Vegas this year:

  • Workshop 2: Professor Customer: Utilize Customer Insights to Define Strategies that Improve Training and Coaching Practices
  • Workshop 5: Boost Your Business KPI’s with Employee Engagement Initiatives
  • People Stage: Engaging Your Employees Beyond the Customer Function
  • CCW University: Instructional Design and Development in the Contact Center
  • Foundations Stage: Beyond Millennials: How to Engage Gen Z
  • Panel Discussion: Optimize the Human Factor in Agent and Customer Engagement
  • People Stage: Understanding Your Team: Play to Strengths with an Empathy-First Approach
  • CCW University: RIP Whack-A-Metric: Leverage Behavioral Coaching to Transform Contact Center Performance
  • People Stage: Pushing the Envelope in a Changing Workforce
  • People Stage: Thanks for Coming in Today: Creating a Culture Where Employees Thrive and Customer Service is Alive
  • Process Stage: Redefining Transformation by Leveraging Digital Tools, Employee Engagement and Marketing Best Practices
  • People Stage: A Human-Centered Approach to Employee Engagement
  • People Stage: People Tooling and Execution: Are Your Teams Structured for Optimal Performance?
  • People Stage: Hiring and Retaining the Millennial Generation
  • Interactive Discussion Groups: Design Thinking for CX, Agent Performance, Learning & Development, Workforce Optimization


View the Full Event Guide Here

If you’re interested in even more detailed or custom information, email us at info@customermanagementpractice.com and our team will be happy to help guide you through the event program even more.

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CCW Digital

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