Media Center

View Full Event Guide: CCW Vegas

In 2019, we're celebrating 20 years of CCW and groundbreaking industry growth and innovation. Don’t miss the biggest celebration of the year for customer contact champions.Our 20th anniversary delivers 7 tracks of cutting edge content, 80 interactive discussion groups, ...

Featured Download

Customer Intent: 3 Ways To Determine What Your Customers Really Want

Don’t treat customers the way you want to be treated.  Treat them the way they want to be treated. We all love that adage, which is a simple reminder that customer centricity involves designing an experience for the customer.  An idea may seem wonderfully customer-centric within the boa ...

6 Ways Customer Journey Mapping Will Elevate Your CX

Stop treating customer journey mapping as an objective. Start viewing it as a solution.Just as a map of the Las Vegas Strip will not automatically bring you from The Mirage to The Venetian, a journey map does not automatically create a good experience. It does, however, provide a wealth of ...

#CCWomenStrong Feature: Ali Lichetenstein

In honor of Women's History Month in March, Customer Contact Week launched a two-part #CCWomenStrong campaign. For Part 1, we featured some of the best female leaders in the c ...

Lance Gruner - Keynote Feature

We are excited to feature Mastercard’s EVP of Global Customer Care, Lance Gruner, on our main stage at CCW Vegas! Mastercard created Lance’s role because of their recognizing the importance of customer experience to maintain competitive advantage in an increasingly commoditized industry.CC ...

Shep Hyken: Keynote Feature

Customer Contact Week is excited to celebrate its 20th anniversary in Las Vegas this June. As part of the celebration, we are bringing industry’s leading influencers to headline the main conference. First and foremost, we are excited to welcome Shep Hyken, 35-year veteran in customer contact, bac ...

2019 Customer Contact Insights

Customer Contact Week content is directly driven by the priorities of you, our customers. We compiled our top customer contact insights from expert leaders combined with CCW Digital research to help you set your priorities straight for the rest of 2019. This e-book features insights from the ...

Key Event Information

Top 20 Reasons to Attend Customer Contact Week 2019

CCW Vegas is back and bigger and better than ever. In 2019, we're celebrating 20 years of CCW and groundbreaking industry growth and innovation. Check out the top 20 reasons you and your team should be at CCW this year.

CCW Vegas Attendee Analysis Report

We recently surveyed CCW Vegas attendees to help you see if your solution aligns with their needs and to share who you can potentially meet in Vegas.  Key stats include:Year-on-year seniority analysisYear-on-year industry analysis% of attendees with increased budgets% of attendees with multiple contact centers% of attendees who view "live...

Who Should Attend CCW?

The Customer Contact Week program is designed for executives at all levels looking for tools and solutions for challenges and improvement areas in all aspects of the customer experience journey.Check out the session grid to help you break down the agenda and identify what sessions will be beneficial based on...

2019 Sponsorship Kit

Interested in becoming a sponsor or exhibitor for CCW Vegas? Take a look at the 2019 Sponsorship Kit!The guide includes:Attendee Breakdown & Demographics Attendee Job Titles & CompaniesList of Current SponsorsAvailable Sponsorship OpportunitiesIf you would like the Sponsorship Kit sent to you directly, contact us here.

2019 CCW Vegas: Current Attendee Snapshot

Take a look at who will be joining us at CCW Vegas this year! To request a copy of this snapshot to be sent directly to you, contact us here.  

2019 Sponsorship Prospectus

Interested in getting more information about partnering with CCW? View the 2019 prospectus and learn about sponsorship opportunities and how CCW can improve your ROI. Email us for a copy of the 2019 prospectus sent to you directly.

2019 CCW Vegas: ROI Toolkit

Thinking about attending CCW Vegas? We are here to help you convince your colleague or manager to attend. Take a look at the top reasons why you should attend. This ROI Toolkit includes:Convince your boss letterTop reasons to attendEstimated Budget Expense Sheetand more!If you would like a copy of this...

2018 CCW Vegas: Past Attendee Snapshot

In case you haven't heard, we're headed back to Vegas this June! Interested in attending? Take a look at who attended CCW Vegas last year!To get a copy of this snapshot sent to you directly, contact us here.   

Early Event Info: Part 1

In 2019, we're celebrating 20 years of CCW and groundbreaking industry growth and innovation. Don’t miss the biggest celebration of the year for customer contact champions.Check out the early event info to see what's in store including:2019 Headliner, Tony Hsieh (he's back by popular demand!)Early confirmed industry expert speakers leading...

Early Event Info: Part 2

Check out what's featured in Part 2 including:Keynote speaker: Shep HykenInteractive Discussion Groups - new & improved!Pre-conference workshopsEarly confirmed site tours at Zappos, T-Mobile Arena, TTEC and more!  

Early Event Info Pack: Parts 1, 2, & 3

Over the last few weeks we've released some early information about our 20th Anniversary event in Parts 1, 2 & 3. This Early Event Info Pack combines all three into a comprehensive 30-page guide to what we already have planned for this year including:20th Anniversary Headliner, Tony Hsieh, CEO of...

2018 Vegas Post Show Report

CCW Vegas 2018 was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, event highlights, award winners, and so much more. Check out the CCW...

Expert Interviews

Expert Insights: Henry Kim

Henry Kim is the Senior Director, Digital Audience Strategy at Caesars Entertainment. Proficient in promotional marketing, data mining and competitive analysis, Henry is able to leverage his marketing and mathematics background to provide a consistent, excellent experience for all Caesars customers across all steps of their customer journey.In this speaker...

Expert Insights: Reality Canty

Reality Canty is an Experience Researcher who creates insights through rigor and intuition to design trustworthy hospitality experiences for guests and hosts at Airbnb. Reality began his career as an applied scientist with a doctorate in Cognitive Psychology. He designed learning experiences and environments to promote mathematical and scientific reasoning...

Expert Insights: Kirsty Traill

Kirsty Traill is the VP of Customer at Hootsuite. She is a creative, solutions-based thinker, who focuses on delivering the best customer experience whilst optimizing business operations. At Hootsuite, she is responsible for Voice of the Customer, taking a data driven approach to ensuring Hootsuite customer’s perspectives and needs are...

Expert Insights: Troy Stevenson

Troy Stevenson joined Uber in 2016 and he is the VP & Global Head of Community Operations at Uber. Previously, Troy led functions related to customer experience, support, insights and strategy at eBay and Charles Schwab. He began his career with the Boston Consulting Group, where he spent six years...

CCW Digital Spotlight Series:Meghan Borsic

How do you become the largest E-Commerce company in the entire world? User experience design. It goes way beyond web design and user interfaces. It's about gathering data on what customers want and designing features to meet those needs. Amazon created the benchmark in ecommerce for two day shipping, and...

CCW Digital Reports

Disruptive Technology Review: Contact Center Avatars

We mock the term “call center.” We celebrate concepts like “omnichannel revolution” and “digital transformation.” We cannot, however, ignore an important reality: voice is still the leading engagement channel by a considerable margin. The majority of customers continue to call our organizations.As a consequence, disruption within the voice environment will...

Special Report: Augmenting Contact Center Automation

Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and...

Special Report: Elevating Call Center Authentication

When customers call for support, can you provide the right experience?There are two facets to that question. One involves whether you can deliver a fast, hassle-free, personalized interaction. The other concerns your ability to properly identify the customer – and secure the conversation.CCW Digital’s new special report on Elevating Call...

Special Report: Actionable Customer Analytics

There's an infinite number of things your customer contact team can do. There are many things the team probably should do. But how do you determine exactly what the team most needs to do? More importantly, how do you empower your bots and employees to actually make the right decisions...

Special Report: Increasing Humanity With Chatbots

It’s often said that chatbots are most useful for handling rote, repetitive tasks like account inquiries and billing status updates, thereby freeing human agents to tackle more high-value work that requires empathy and communication skills.However, as the technology grows increasingly sophisticated, there are a growing number of use cases where...

CCW Market Study: Contact Center Success In The Automation Age

Digital channels and automation technology are changing the way we engage with customers. It is time to change the way we manage contact center performance.We begin by redefining our vision for success. What is the true objective for the contact center in the digital era? What metrics matter most as...

Special Report: Customer Sentiment

Are your repeat customers truly loyal? What pain points are really hurting your customer experience? Are your agents capable of making connections? Is your brand capable of attracting new customers?Customer sentiment will help you answer these questions.Instead of simply focusing on how customers are interacting, sentiment uncovers how they actually...

Special Report: 2019 Contact Center Predictions

How will customer contact strategy change  in 2019? Will we offer an enthusiastic “hello” to any particular technologies or best practices? Will we say “goodbye” to any hollow, overhyped fads?Will AI continue to dominate the conversation?  Will we prioritize “easy” or “highly personal” customer experiences? Will the “call center” accept...

Special Report: CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of...

Rethink Contact Center Learning: Elevate the Customer Experience

The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely arriving.Amid all that change, one thing remains constant: the importance of agent development.Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly...

Special Report: Retail CX

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.While...

Special Report: Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the...

Special Report: Customer Experience Personalization

Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.Businesses are not, however, universally delivering customer experiences. Some struggle to even define personalization -- and determine where it fits into the customer experience journey.This Special Report eliminates...

Special Report: CX Automation

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact...

2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.Driven by...

2018 CCW Market Study: The Future of the Contact Center in 2019

New metrics, channels, technologies and ideas are forever changing how we run customer contact centers.They are not, however, changing why we operate contact centers: to meaningfully connect with customers.In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch. They will value "personalization." They...

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: How Canadian Pacific Railway Developed RPA Strategy for their Shared Service Center

Pam Arpin, AVP Customer & Corporate Services at Canadian Pacific Railway led a technology track session at CCW Austin this year. View her presentation for more information on Canadian Pacific’s unique shared services center and how their RPA strategy for the service center relates and integrates to the customer area.  

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...

Presentations: 10 Ways to Journey Map like a Museum

Eric Bruce, Head of Visitor Experience at the Minneapolis Institute of Art led a Project Analysis session at CCW Austin this year. View his presentation as he shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes,...

Exclusive Content

The Convenience Revolution by Shep Hyken: First 3 Chapters

This book shows you how to leverage convenience as a powerful way to differentiate yourself from your competition. You’ll learn six compelling strategies to fuel your plan to create convenience for your customers. Each of these strategies is supported by numerous examples and case studies from many different businesses. At...

[Report] Proof: Convenience Is Your Competitive Disruptor

Convenience is a strategy that Shep Hyken strongly believes is a competitive advantage for businesses. His new book, The Convenience Revolution looks at how the best companies are using convenience to disrupt competitors. However, in order to prove that convenience is in fact a valid business strategy, Shep Hyken and...

Sponsor Thought Leaders Q&A

Industry Perspectives - Comm100

Comm100 is an award-winning global provider of omnichannel customer experience solutions powered by automation, AI and a friendly interface that's fast and simple for both visitors and agents. From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs. Comm100...

Industry Perspectives - Edify

Edify Labs, Inc. is a global, highly configurable communications platform with the goal of strengthening connections with customers and across teams. Co-founded by Cameron Weeks and Bracken fields, Edify is the newest innovator in cloud-based customer experience solutions. Edify combines the core functionality of Communications Platform as a Service (CPaaS),...

Industry Perspectives - GetFeedback

GetFeedback powers brands with the customer experience solution they need to exceed customer expectations. By combining sleek, customizable surveys with real-time analytics, GetFeedback allows companies to listen to customers at every turn of their journey and on any device. Whether implemented through Salesforce (It’s the #1-rated survey solution for Salesforce)...

Industry Perspectives - Helpshift

Helpshift bridges the disconnect between conventional customer service channels — like email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as their primary mode of communication. Through Helpshift’s AI-powered support platform, companies can resolve issues more...

Industry Perspectives - Omilia

Omilia’s Omni-channel Virtual Assistant platform provides a seamless human-like end-to-end conversational experience for self-service across all channels. By leveraging the Omilia technology stack, large enterprises can transform their Call Centers into a next-generation digital experience, say goodbye to complex IVR menu trees and poor customer service, and deploy chatbots on...

Industry Perspectives - PayActiv

The leader in Earned Wage Access, PayActiv is a socially responsible, holistic financial wellness service that increases employee retention, recruitment and engagement. PayActiv provides your employees instant access to their earned but unpaid wages so they can plan, use, and save their money while avoiding late fees, overdrafts, and expensive...

Industry Perspectives - Semafone

Found in more than 25 countries on five continents, Semafone provides contact center data security and compliance solutions for many of the world`s leading brands; helping them safeguard their customers, minimize the risk of brand-damaging data breaches and ensuring compliance with regulations including PCI DSS.Customer Contact Week recently interviewed Semafone...

Industry Perspectives - Star2Star

Founded in 2006 in Sarasota, Florida, Star2Star Communications empowers global business success with a Full Spectrum Communications Solution. With options ranging from pure to on-premises cloud, Star2Star offers unparalleled value, reliability, quality, and scalability. Star2Star unifies business communications including voice, video, fax, mobile, chat, and presence management. Merged with Blueface,...

Industry Perspectives - TaskUs

TaskUs provides next generation customer experience that powers the world’s most disruptive companies through the partnership of amazing people and innovative technology. We are the leading provider of customer care and back-office support outsourcing.TaskUs provides Ridiculously Good strategy, business process optimization, revolutionary technology, and the best talent to deliver transformational,...