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


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.

Three weeks of live programming begins on August 11. On the off chance you miss a live session, we programmed the VCR to be sure you can view most of them after they air in our on-demand session library - available until September 30, 2020.

Sessions & Experiences:


Alongside thousands of your peers – in the world’s largest gathering of customer contact professionals – you’ll hear from the most innovative leaders in the profession and the top business minds about macro trends that are shaping the future of our industry, including: The evolution of the end-to-end customer experience,  leveraging customer data, automation for streamlined experiences, and so much more. See all the topics.


More than 50 practitioner led sessions featuring eye-opening case studies and tactical advice from dynamic panels and highly accomplished keynoters.


At 90 minutes, the workshop is the longest learning format on the program. It’s also the most interactive. Our faculty of top industry experts will lead you through hands-on exercises and small group problem solving activities that will open your mind to new ways of thinking about the most important issues facing contact center and CX leaders.

Think Tanks & Roundtables

Think Tanks and Roundtables are small group peer-to-peer discussions structured around the biggest operational issues facing customer contact executives. Topically diverse, they represent the wide diversity of business issues from workforce optimization to security and fraud prevention to self-service, automation, customer sentiment – and almost everything in between. While each one will be facilitated by an industry expert, the real meat and potatoes of the session, from content to actionable takeaways, will be served up by the executive-level attendees in each discussion. Check out the categories.

CCW Excellence Awards

The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. This program seeks to raise the bar for the profession by identifying and sharing top practices, superior thinking, creativity and execution across the spectrum of contact center functions. 

CCWomen Summit

The CCWomen network convenes a community of influential and inspirational female executives, featuring keynote conversations, spirited panel discussions, and interactive roundtables, this inaugural CCWomen’s Summit will present luminaries from across industries and generations on the most critical business issues facing the customer contact profession.

See more info on sessions & experiences.

Schedule of Events:

Workshop Week: Tuesday, August 11 - Thursday, August 13

Think Tank Week: Tuesday, August 18 - Thursday, August 20

CCWomen Summit: Tuesday, August 25

CCW Excellence Awards: Tuesday, August 25

Main Conference: Wednesday, August 26 - Thursday, August 27

Breakout Sessions: Wednesday, August 26 - Thursday, August 27

View full schedule.

Stay tuned for more CCW At Home info. Register for free now.