CCW HAS A NEW HOME!

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 NashvilleCCW Vegas | June 22-26 | Caesars ForumCCW...

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.

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...

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...

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.

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 next June 22-26, 2020 in our new home at...

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.  

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.

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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),...

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)...

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...

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...

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...

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...

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,...

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,...