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
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:
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.
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:
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.
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:
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.
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:
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.
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:
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.