Gabriele Masili, Chief Technology Officer at Microsoft and CCW Advisory Board member, shares the insights he learned on Digital Transformation, Artificial Intelligence and Chatbots, as well as the conversations that took place in his Self-Service & Automation Interactive Discussion Group. Take a look at the videos below to learn more!

As the world’s leading customer contact event, CCW Vegas sets the tone for our community’s conversation.  It plays a pivotal role in determining which issues are passé, which challenges continue to linger, and which new opportunities warrant attention.

Given that reality, let’s make sure we make the most of the opportunity.  Let’s elevate the conversation around key topics like automation, analytics, customer effort and journey-mapping.  Let’s dive deep into the reality of delivering a great experience.

New to the event this year is Technology & Innovation Focus Day, combining thought-leading research and content generated by CCW Digital with the latest project case studies from senior industry practitioners. Split over three sessions – Customer Journey Mapping, Actionable Analytics, and Chatbots – Technology & Innovation Focus Day is an interactive journey of learning and discovery, exploring the emerging tech and innovations set to transform customer experience and help customer-facing professionals do their jobs more efficiently.

Inspiration can make you look at things differently. It can stop you in your tracks and make you rethink how you look at the world or it can push a moment of clarity that tweaks a current strategy. I try to be very aware of those that have knowledge to share, and since I'll be involved in the Customer Contact Week in Vegas coming up, I thought that would be a great place to mine. And it's certainly not hard. 

Customer Contact Week (CCW) Vegas is back, and it’s bigger and better than ever. In 2019, we’re celebrating 20 years of CCW and groundbreaking industry growth and innovation – and we’ve got 20 reasons why you can’t miss the biggest celebration of the year for customer contact champions.  

If you’re a traveling musician passing through Brooklyn, you can stay free-of-charge in a landmark-status house on Clinton Hill owned by the Sour Patch Kids. In exchange, you agree to create original content for the brand’s social media channels. Mondelez, the holding company, will even supply camera crews and sound engineers if you’re staying awhile.

This vaguely wacky proposition - one of the brand’s many content-driven bids to connect with its teenage consumers - illustrates just how important original content is to businesses today.

Returning by popular demand, we’re thrilled to announce that Carla Moore will be leading ourCCWomen Luncheon at CCW Vegas on Thursday June 27 at The Mirage, Las Vegas. The CCWomen Luncheon is a dedicated place for women at CCW Vegas to connect with other women in customer contact, share stories, ask questions, and make valuable connections.

To take CCWomen to the next level, we wanted to bring this community to the spotlight on our main stage.  As such, we are excited for Nancy Brinker to open the CCW Vegas main conference as our CCWomen keynote on the morning of Wednesday, June 26.  Nancy G. Brinker is regarded as the leader of the global breast cancer movement. 

Supporters of #CCWomen and passionate believers in women’s empowerment, Verizon leaders Kelley Kurtzman, Alyson Gasper, Leigh Lachman, and Erica Kelly participated in a women’s leadership panel at CCW Nashville this January.  They also joined me for a brief podcast, discussing the importance of connecting, mentoring and ultimately empowering women within customer contact.

In honor of Women's History Month in March, we are launching a two-part #CCWomenStrong campaign. Together, let's create a movement where we help inspire and support one another.    

Interactive Discussion Groups (IDGs) are a fun and unique way to engage in quick fire, project-based discussions with peers on leading customer contact topics. We are the first to admit that our interactive discussion group logistics at CCW Vegas 2018 didn’t deliver as expected. So we went back to the drawing board and came up with a new tried-and-tested format for IDGs. Read more about our new format that will take place at CCW Vegas this June.

To celebrate two whole decades of CCW,  experts who have been in the industry for 20+ years to learn more about what’s driving customer contact and customer experience in 2019 and beyond.  

A CCW Digital study confirms that fewer than 30% of organizations believe they are productively using AI within their customer experiences.  Considering 87% believe AI should meaningfully augmenting agent productivity, the statistic is rather sobering. 

We’re excited to announce that the 2019 CCW Excellence Awards are open for nominations! The CCW Excellence Awards honor, recognize and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. The deadline to apply is Friday March 15, 2019.

We're excited to announce that the CCW Vegas Agenda is here!

The world’s largest customer contact event series is back and this year we’re celebrating 20 years of CCW. Join 2,500+ attendees from over 900 companies, June 24-28, at The Mirage in Las Vegas. We have unbelievable keynote headliners and 250+ customer contact executives that will be taking over the CCW stage. Plus, our Expo Hall is bigger than ever with the most state-of-the-art technologies and solutions in the industry.