Free Content | 2020 CCW Vegas

View the Full Event Brochure | CCW Vegas 2020

CCW is back in Las Vegas August 24-28 at a brand new location – Caesars Forum! Our updated agenda is coming soon, but for now check out the current brochure for all the event features we already have planned, ...

Featured Download

VP Checklist: Considerations for a Remote Contact Center

The only constant is change. As a contact center VP, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on your ability to adap ...

Manager Checklist: Considerations for a Remote Contact Center

The only constant is change. As a contact center manager or director, you know this has never been more true. You lead your teams through what feels like a supercharged wave pool of dynamic business demands, technology challenges, and evolving customer expectations. And, success depends on you ...

5 Keys To Being Customer-Centric Amid the Coronavirus Pandemic

What does it take to deliver a customer-centric experience amid the coronavirus pandemic? The same qualities it took to deliver a customer-centric experience prior to the outbreak. Make no mistake: the current climate will require tactical changes. Brands may have to focus on different product ...

6 Ways To Maximize Productivity During The Work-From-Home Era

Chances are if you’re reading this, your business is advertently or inadvertently centered around the art of customer experience. Chances are, you intend for your business to remain customer-centric, while working from home. No question, work-from-home policies have existed long before the mas ...

A Case Study With Arise Virtual Solutions: The Pioneer Of Work-From-Home

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 satis ...

The Evolution of Experience Ownership in the C-Suite: A Conversation with TGI Fridays’ CXO

Customer Contact Week is no longer simply about the service experience. 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 E ...

Getting to Know Sarah Thomas, The First Female NFL Official

Sarah Thomas was a keynote at CCW Nashville this past January 28-31. We recently interviewed Sarah to learn more about her career, who inspired her, and leadership lessons she learned along the way. As part of our CCWomen initiative, we want to highlight inspiring and trailblazing women, that S ...

Applying The Rockstar Mentality to CX

James Dodkins is a fan favorite across the Customer Contact Week series of events. He is back for an encore as one of our main stage headliners at CCW Las Vegas 2020 to deliver his latest and greatest rules for customer experience rockstars that prove both educational and entertaining. Custo ...

Key Event Information

CX & Design at CCW Las Vegas

Customer Contact Week (CCW) CX & Design focus on the people, processes, and technology that deliver on the service experience, particularly those delivered by the contact center. Examine how the contact center contributes to the overall customer journey, and identify internal partnerships to move the needle on experience delivery.If you...

2020 Current Attendee Snapshot | CCW Vegas

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.  

2020 People And HR Attendee Snapshot | CCW Vegas

Interested in attending CCW Vegas 2020? Take a look at who is attending this year, including executives from BMW, Samsung, Five Guys and Ashley Homestore.

2020 Technology And Products Attendee Snapshot | CCW Vegas

Interested in attending CCW Vegas 2020? Take a look at who is attending this year, including executives from ABC News, Toast, Nespresso and Microsoft.

2020 CX And Design Attendee Snapshot | CCW Vegas

Interested in attending CCW Vegas 2020? Take a look at who is attending this year, including executives from Wells Fargo, Amazon, Mastercard and Dow Jones.

CCW Vegas 2019 Post Show Report

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...

ROI Toolkit

CCW Las Vegas is your opportunity to gain access to the expertise, contacts and strategies that are shaping the future of the customer contact profession. This ROI Toolkit has been created for you make your case for attending!

2019 Past Attendee Snapshot | CCW Vegas

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

Sponsorship Information

2020 CCW Series Sponsorship Kit

The CCW team works diligently to offer our sponsors with a wide variety of marketing opportunities, each designed to provide unparalleled access to the best and brightest in the customer contact space.2020 CCW Series Schedule:CCW Nashville | January 28-31 | JW Marriott Nashville, TNCCW Vegas | August 24-28 | Caesars...

10 Reasons to Sponsor CCW

The Customer Contact Week Series serves more than 3,000 attendees annually ranging from customer titles of all types to the many professionals responsible for holistic customer experience design and delivery.Our events are the #1 place for customer experience leaders to learn about the pace of change, find out about the...

CCW Digital Reports

Special Report: Omnichannel Chatbots

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...

Special Report: Agent Engagement

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...

5 Customer Contact Trends in 2019 & Their Impact on 2020

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...

Market Study: State of Contact Center Technology

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...

Market Research: Contact Center 2025 - A Roadmap

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...

Special report: Retail CX

It’s hard to think of an industry that isn’t being “disrupted,” but retail is under especial pressure to evolve or die. Legacy brands from Sears to Payless ShoeSource are closing stores, further corroborating the so-called “retail apocalypse.” At the same time, digitally native businesses like Warby Parker, Bonobos and Amazon...

Special Report: Future Contact Channels

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...

Special Report: 2020 Contact Center Predictions

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...

Past Presentations

Presentation: Do You Believe It’s Impossible to Build Your Own Enterprise CRM? Think Again…

Kelli Barabasz, VP of Customer Care at The National Notary Association was part of the Keynote Panel for CCW Austin this year. View her presentation for more information on why change management is just as important as the technology itself. And why you must prioritize internal employee experience and platforms...

Presentation: The Hassle-Free Experience— Paving the Path for Positive Customer Journeys

Adam Toporek, Customer Service Expert, Speaker & Author, was a Influencer Keynote at CCW Austin this year. View his presentation for more information on taking a 3-way approach to making your customer’s experience hassle-free. This includes: understanding customer hassle and why it’s more than just effort, identifying the hassles your...

AI First Customer Experience

At CCW Vegas 2019, Sasha Lucas, Vice President, Omni Customer Experience at Verizon presented on AI First Customer Experience.  In this presentation, she shares how Verizon Omni Experience Leverages Human Innovation, Apps, Bots, XR and Machine Learning.

Party Crasher to Honored Guest

Lance Gruner, Executive Vice President, Global Customer Care at Mastercard was a keynote speaker at CCW Vegas this past June.View his presentation to learn about how to take a process-oriented approach to build the foundation for end-to-end CX, become the culture catalyst for customer centricity and how focusing vendor relationships...

Women of Uber

At CCW Vegas 2019 this past June,  Lisa Stoner, Global Head of Support Operations at Uber led a CCWomen track session about the Women of Uber. View this presentation to learn about how Uber is Creating Experiences in Celebrating and Elevating the Women of Uber.

Evolving Your Contact Center for Customer Centricity

At CCW Vegas 2019 this past June, Valdy Dobrila, Corporate Vice President, Service Excellence & Trina Martin, Corporate Vice President, Service Strategy & Technology from New York Life presented on Evolving Your Contact Center for Customer Centricity.View their presentation to learn about the traits of successful customer-centric organizations and how...