Customer Contact Week (CCW At Home) Blog

CCW At Home: Exclusive Content

By: Customer Contact Week
07/09/2020

CCW At Home is the most immersive, interactive virtual experience this year for customer contact executives. Plus, the content covered by industry experts is exclusively featured at CCW, and you won’t find it anywhere else. See why 5,000 attendees from around the globe will be joining us throughout August for more than 100 innovative and educational sessions. There’s no other event like CCW At Home, so check out all new info including the full event schedule, expert speakers, and event experiences, then register for free!

Special Reports of the Week: State of the Voice Channel & Customer Intent

By: Customer Contact Week
07/02/2020

This week we're featuring our top 2 special reports of the week: State of the Voice Channel and Customer Intent. Learn more about these reports and download them for free!

New At CCW At Home: Event Schedule, Sessions, Topics

06/24/2020

Customer Contact Week, the world’s largest customer contact event series, introduces CCW At Home, an interactive digital conference seasoned with cutting-edge content from the top executives and business leaders in the customer contact & CX profession. Register for free now.

Don't Mourn the Contact Center; Do Make These 4 Pivotal Changes

06/18/2020

The easing of the COVID-19 pandemic may restore some certainty to the world of customer contact (and business at large), but it will not restore normalcy. The world of customer engagement has forever changed, and the savviest leaders will adapt to these changes instead of ignoring them. They will build a contact center operation that incorporates the lessons and answers the questions that went from back to front of mind in early 2020. They will consider the following four transformations.

CCW Digital June Webinars

06/10/2020

As the digital era continues to evolve, CCW Digital continues to provide you with the research, analysis, and network required to optimize your customer contact operations. Learn from C-suite level executives and stay up-to-date on the latest strategies and technologies for self-service and the post-pandemic contact center with these free June webinars.

Special Report: The Virtual Contact Center Workspace

06/03/2020

It is time to examine viable work-from-home solutions, the virtual contact center workforce. The contact center is currently serving as the world’s living, breathing result of economic pandemonium and the virtual contact center workforce will soon be a long-term norm for most businesses.

Special Report: Field Service Management

05/27/2020

Efficiently managing a team of front-line employees has recently become one of the most operationally complex tasks. For most organizations, especially during times of pandemonium and economic misfortune, efficiently managing a team of front-line employees (or field force), can be a priority that slips through the cracks.

Special Report: Serving Customers During Times of Crisis

05/20/2020

How can businesses continue to deliver a customer-centric experience amidst the coronavirus pandemic? What remains as it always has, however, is the fundamental idea of customer centricity.

Free Access to CCW Digital Webinars!

05/13/2020

We're committed to providing you with the research, analysis, and network required to optimize your customer contact operations in the digital era. That's why we've added even more free CCW Digital webinars to our lineup of online events. Learn from C-suite level executives about pivotal customer contact topics and stay up-to-date on the latest tools, techniques, and technologies being used by industry leaders to support customers through today's pandemonium.

CCW Las Vegas + CCW At Home

05/07/2020

As we continue to connect with our CCW community, we see the needs of customer contact executives to come together and support one another, share ideas, and learn how to navigate today's new challenges. We look forward to providing that valuable opportunity at Customer Contact Week in Las Vegas, August 24-28, 2020.

#CCWATHOME Challenge

04/29/2020

Even though we’re experiencing in uncertain times, we we're making the most of it and having a little fun. So, last we asked you to take part in our #CCWATHOME challenge by sharing photos of your at home work space. As we continue to isolate, we'll be highlighting the WFH set-ups from various companies, so get creative to be featured!

CCWomen Strong Feature: Alorica's President, Colleen Beers

04/21/2020

As part of our CCWomen Strong campaign, we asked Colleen Beers, Alorica’s President of North America and Europe, about how she’s been able to break the glass ceiling, who’s influenced and inspired her, and how Alorica has supported women in work place. Colleen is a member of CCW’s Advisory board and sits on Alorica’s internal board for their Women’s Initiative which is geared toward women in CX leadership training and development, work-life balance and other topics pertaining to women in customer care.

Creating a Work From Home Culture

During this era of self-isolation, it's become difficult to maintain company culture through virtual means. But it's still possible to ensure your agents engage digitally in a culture of productivity and empathy. Here are some ways your contact center can cultivate success and solidarity from home.

Special Report: Ominchannel Chatbots

Many successful contact centers and CX departments across a wide array of industries are turning to bot technology in an attempt to personalize, automate and unify the customer experience. According to Salesforce, “Within 18 months, 53% of service organizations expect to use AI chatbots.” And according to CCW Digital research, more than 71% of consumers are open to using bot technology. Yet they are not seeing the value in practice - only 9% currently trust chatbots to solve meaningful issues.

New Event Dates! August 24-28, 2020

We hope you and your loved ones continue to stay safe and healthy at this time. The CCW team has been working around the clock to navigate the next steps for CCW this year, all with the health and safety of our customers and team in mind. That being said, we are excited to announce new event dates.

Free Online Event: New Standards For Customer Contact Performance

As you adjust to working from home, CCW Digital gives you the opportunity to learn from home with a Free Online Event: New Standards For Customer Contact Performance, taking place May 19-21, 2020 from 12-3 PM ET.

Applying the Rockstar Mentality to CX

We recently spent some time with CX expert, James Dodkins, to discuss how he utilizes his rockstar past to energize, empower, and inspire his clients and their teams to be 'Customer Experience Rockstars.' James shared his unique perspectives on turning customers into super fans and how that impacts the growth and success of an organization:

CCW Stages and Pavilions

03/11/2020

CCW Las Vegas has content covered! Inside our Expo Hall, you’ll find 75+ different sessions on 6 different pavilions. From practitioner panels and client case studies, to product demos and interviews with C-Suite executives, you’ll learn about ground breaking innovations and the best practices you can implement in your business now.

Join the #CCWomenStrong Movement

03/04/2020

CCWomen, created by women, for women in the customer contact industry, provides the space for women to share their stories, build relationships, and work together to tackle the challenges faced in the workplace. By providing track sessions led by top female leaders and unique networking opportunities, we strive to raise the profile of women in customer contact, develop new skills together, and learn the value of our community.

Pre-Conference Experiences

02/26/2020

Kick off your Customer Contact Week experience before the main conference! Join our highly anticipated Technology & Innovation Day or select from 20 Interactive Workshops on Tuesday, August 25th.

The Evolution of Experience Ownership in the C-Suite

02/12/2020

At Customer Contact Week, we seek to address the strategies and tactics of the holistic experience, far and beyond the contact center alone. There is no one better to address end-to-end experience strategy than Sherif Mityas, TGI Fridays Chief Experience Officer. Over his years at Fridays, Sherif transformed his role from Chief Information & Strategy Officer into Chief Experience Officer as he leverages technology and data to orchestrate all guest touch points. Customer Contact Week’s Principal Analyst & Head of Product Development, Michael DeJager, chats with Sherif about his role as well as some tips and tricks for successful digital customer engagements.

CCW Think Tanks

02/05/2020

In between inspiring keynotes, celebrity headliners, track sessions, and networking breaks in the Expo Hall, the CCW Las Vegas program includes two of our best-reviewed small group discussions: CCW Think Tanks and Executive Roundtables.

2020 Brochure: Now Available!

01/29/2020

CCW is back in Las Vegas, August 24-26, at a brand new location – Caesars Forum!  CCW Las Vegas 2020 will be bigger and better than ever with 4,000+ attendees, expanded topic focuses into People/HR, CX/Design, Technology/Product, and exclusive site tours at Sephora, Zappos, Pacific Dental and Services. Here are more reasons CCW Las Vegas will be the premiere customer contact event of the year.

Top 5 Moments from CCW Las Vegas 2019

01/23/2020

As we prepare for CCW Las Vegas 2020, were looking back at last year's event highlights to see what's worth looking forward to!

Celebrity Keynote: Joe Montana, Legendary NFL Quarterback

01/15/2020

We’re so excited to announce Joe Montana as a celebrity keynote speaker for CCW Las Vegas 2020! Learn from the best NFL quarterback of all time about leadership, teamwork, and performance under pressure. 

Early Event Info

01/08/2020

At CCW Las Vegas 2020, we will expand learning formats, deliver thought-provoking speakers, and provide cutting edge solutions as we lead the incubation of CX innovation. Here’s what you can look forward to in Vegas.

New Registration Options

12/25/2019

For CCW Las Vegas 2020, we’ve reformatted our package options, starting at just $999, to give you the chance to create a CCW experience that’s tailored to your needs. Be sure to browse potential add ons to enhance what’s already included in your package and make sure you don’t miss out on all CCW Las Vegas has to offer.

Early Confirmed Speakers

12/18/2019

Customer Contact Week is heading back to Las Vegas and bringing along the most innovative companies, top-performing executives, and innovative thinkers to explore the most important issues in the customer contact profession. 

2020 CCW Excellence Awards: Apply Now!

12/04/2019

We’re excited to announce that the 2020 CCW Excellence Awards are now open for applications! The CCW Excellence Awards honor, recognize, and promote individuals and teams who have made a commitment to driving superior contact center and CX performance. 2019 winners include Bank of America, Microsoft, Alorica, Electronic Arts and many others. 

CCW Vegas Recap: Featuring Gabriele Masili

By: Customer Contact Week
07/08/2019

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!

Journey Mapping, CX Automation and More: Your Guide to CCW Vegas 2019

By: Kindra Cooper
06/21/2019

Celebrating its 20th anniversary, Customer Contact Week Vegas promises to be educational, informative and star-studded, featuring keynotes from Los Angeles Lakers president Earvin “Magic” Johnson, Zappos CEO Tony Hsieh and Ambassador Nancy Brinker, founder of the Susan G. Komen Foundation for breast cancer research. With seven tracks of cutting-edge content around CX automation, customer journey mapping, personalization and more, you’ll leave with actionable takeaways tied to your specific business problem no matter where you are in the CX journey. 

Here are five buzz-worthy CX topics we’re excited to tackle at CCW Vegas. 

7 Conversations to Prioritize at CCW Vegas

By: Brian Cantor
06/14/2019

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.

What’s In Store for Tech & Innovation Focus Day at CCW Vegas 2019?

By: Customer Contact Week
06/05/2019

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.

11 Pieces of Inspiring Customer Contact Week Wisdom

By: Russel Lolacher
04/29/2019

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. 

20 Reasons to Attend CCW Vegas

By: Customer Contact Week
04/23/2019

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.  

Why Brands are Becoming Content Creators Through Storytelling

By: Kindra Cooper
04/05/2019

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.

HBO’s Carla Moore to Lead CCWomen Luncheon at CCW Vegas 2019

By: Customer Contact Week
03/29/2019

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.

Ambassador Nancy Brinker to Headline CCWomen at CCW Vegas

By: Customer Contact Week
03/22/2019

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. 

The Importance of Connecting, Mentoring and Empowering Women

By: Brian Cantor
03/15/2019

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.

Join the #CCWomenStrong Movement

By: Customer Contact Week
03/11/2019

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.    

New & Improved Interactive Discussion Groups

By: Customer Contact Week
03/01/2019

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.

20 Years in Customer Contact with Industry Experts

02/22/2019

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.  

I’m Sick Of Hearing About AI. I Want To See Its Impact

By: Brian Cantor
02/15/2019

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. 

2019 CCW Excellence Awards: Apply Now!

By: Customer Contact Week
02/11/2019

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.

CCW Vegas is Back!

By: Customer Contact Week
02/01/2019

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.