THE CCW EXPERIENCE.

FROM THE COMFORT OF HOME.

Interested in attending CCW Vegas 2020? Take a look at who is attending this year, including executives from Microsoft, ESPN, Mastercard, IHOP, Hello Fresh and Dow Jones.  

Interested in attending CCW Vegas? Take a look at who attended last year, including executives from Visa, Google, Microsoft, Uber, Allstate and Volvo. 

We had a great time at CCW Vegas this past June 24-28 celebrating our 20th Anniversary! Take a look at everything that went down - from the CCW Excellence Awards to our Top 5 Sessions. Then join us at CCW Vegas August 24-28, 2020 in our new home at Caesars...

The COVID-19 pandemic threw down the gauntlet for customer contact leaders, urging them to modernize their operations and increase agility. It was a reminder that the customer experience of yesterday is already obsolete - and sure to become even less relevant amid future change.Granted, it also introduced companies to initiatives...

With the customer experience landscape becoming more competitive, we must transition from discussing the hype to demanding results. As brands are doubling down on omnichannel chatbot investments and customers are asking for chatbot engagement, why are businesses not seeing an ROI? And why are customers lacking trust in a medium...

An overwhelmingly low percentage of employees, specifically contact center agents, report feeling “highly engaged” at work, having quantifiable and costly results. The industry rate of engagement in the contact center has stagnated, and disaffected employees have a disproportionately negative effect. Through CCW research and case study driven examples displayed throughout...

Companies subject customers to ineffective digital channels, long wait times, and impersonal conversations not because they do not care about improving but because their contact center operations and technologies do not allow it. This Emerging Technology Review highlights the key strategic shifts you should make, as well as technology that...

This report is your guide to navigate this difficult climate by successfully engaging customers, delivering customer experience, and continuing to engage them in the future whether in economic turmoil or not. Topics in this report includes: 5 crucial focus points to invest in to become a customer centric organization during...

For most organizations, especially during times of pandemonium and economic misfortune, efficiently managing a team of front-line employees (or field force), is one of the most operationally complex tasks. Featuring executive interviews with insights and analysis from industry leaders, in this report you’ll learn:A 3-step-approach to increasing productivity through Field...

Contact center leaders are relentlessly debating the future of omnichannel engagement and what it will mean for the contact center. In this report you’ll learn to hire the right people, design the right experiences, implement the right technology and set the right metrics, ultimately ensuring you can deliver a great...

Are you focusing on the right metrics and objectives? Are you prioritizing important technology - and ignoring overhyped fads? Are you taking the steps to make customer centricity a reality?Our Special Report: 2020 Contact Center Predictions will help you answer these questions. Featuring insights from rockstar executives, best-selling authors, innovative...

Across our portfolio of events and digital content, CCW spent 2019 providing an ample number of “whys.” We chronicled the most pressing trends, the most important new objectives and explored the most crippling challenges. With the goal of helping you calibrate your strategy for 2020 and beyond, we’ve recapped some...

We were already adapting to a new normal - one in which digital engagement, automation, cloud technology and new expectations changed the way we thought about customer contact. Then came COVID-19, which added immense urgency to these initiatives. Robust work-from-home and AI strategies became essential rather than admirable. CX objectives...

Is your contact center technology helping or hurting in your quest?Contact center technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape...

We in the customer contact space know this lesson better than anyone. The majority of us play catch-up when it comes to adding contact channels, gathering customer insights, implementing new technology and empowering agents, leaving a select few to reap the rewards of customer centricity.Let this Market Study on the...

Though unwise, it was very easy to ignore calls to develop a business continuity plan during periods of fortune. Thanks to the COVID-19 pandemic, companies are seeing the consequences of their inactivity. They are unprepared for the changing realities of the workplace, and unable to swiftly satisfy their customers. It...

Technology should be easy. That premise holds true when we look at smartphone applications and all they’re capable of doing: photo editing, banking, stock transactions, weather forecasts in 30-minute increments, plus browsing and purchasing anything from anywhere across the globe. Often, however, “easy” is not the way we would describe...

As they adjust to unfortunate economic circumstances, remote work, and digital transformation, brands are scrambling to keep their customer experience intact. For many, this has been a significant challenge. The Q1 climate took a toll on many businesses, demonstrated by market fluctuation and economic circumstances customer experience and financial analysts...

Three months ago it was very easy to ignore a business continuity plan (BCP), since many of us took for granted our business’ profitability, steady markets, engaging office cultures, and to put it bluntly, success. Thanks to that complacency, many are quickly forgetting what success tastes like.