Early Event Info


Customer Contact Week 2020: 3,500+ Attendees. 250+ Speakers. 150+ Sessions. 250+ Sponsors.

CCW Las Vegas is multi-faceted experience designed to unite customer contact leaders across industries and functions in order to disrupt and evolve end-to-end customer experiences. In 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:


Holistic Customer Content

Four dynamic tracks focus on key aspects of the end-to-end customer experience.

1.    Contact Center Operations

Take an advanced approach to operational models, channel expansion, process automation, and quality assurance.

2.    People

Alongside the people leaders of the contact center, learn to maximize the potential of your workforce as you focus on workforce development, retention and engagement, performance management, and diversity, inclusion, and community building. 

3.    CX & Design

Elevate the voice of the customer and create more customer-centric experiences through journey mapping, data analysis, and experience design. 

4.    Customer Technology & Products

Join fellow contact center and enterprise technology leaders in discovering digital products for CX, learning about customer data protection, hearing about developments in AI and RPA for CX, and discussing the evolution of the enterprise tech stack and its integration into the contact center environment. 


Reinvented Small Group Formats

Although CCW continues to scale, we’re committed to curating opportunities for personal connection. Think Tanks and Executive Roundtables take a new approach to pair you with like-minded executives both personally and professionally.


Premium Pass Holders will have access to Think Tanks: private, structured discussions lead by industry leaders, alongside industry peers, focused on “How-To” projects that deliver actionable takeaways and solutions.

Executive Roundtables are available by invitation and will facilitate discussion concerning innovation and best practices in customer contact amongst C-Suite level executives.

CCWomen Summit

New at CCW Vegas 2020, CCWomen, a community by women, for women in customer contact, is hosting its first Summit on Monday, June 22nd prior to the CCW main conference. The day blends educational content, a dynamic mentorship & ally panel, and other fun, community-building activities like Sunrise Yoga and a Welcome Party hosted by Alorica.


A Brand New Venue

CCW’s growth requires a new home. The brand new, state-of-the-art Caesars Forum will take the CCW experience to the next level and will host over 250 speakers including James Dodkins, “Customer Experience Rockstar” at Rockstar, Ingrid Cordy, VP Customer Experience & Global eCommerce at E.L.F Cosmetics, Lance Gruner, EVP, Global Customer Care at Mastercard, and many more.


Our Biggest Expo Hall Yet

Caesar’s Forum provides us the opportunity to deliver you a more robust and holistic vendor sourcing experience amidst more dynamic and engaging activations throughout a new expo hall.

Streamlined Package Options

Three new pass tiers offer attendees the opportunity to customize their CCW experience. You’ll never cover all the content and expo floor alone, and our package tiers (Community, Preferred, and Premium) offer more cost effective options for group engagement. Plus, add ons and pre-conference experiences like Tech & Innovation Focus Day allow you to engage in sessions developed from CCW Digital research and content based on the latest project case studies from practitioners. Learn more about our package options here.

View the Full Event Brochure here.