Free Content | 2020 CCW Vegas

View the Full Event Brochure | CCW Vegas 2020

CCW is back in Las Vegas, June 22-26, at a brand new location – Caesars Forum!

Featured Download

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 ...

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 Return On Investment (ROI) Toolkit ha ...

Key Event Information

2020 Early Event Info: Part 4

If you haven’t heard, we're moving to a BRAND NEW venue in 2020! The next CCW chapter continues at Caesars Forum this June 22-26 in Las Vegas!Check out the early event info to see what's in store including:Closing HeadlinerRockstar HeadlinerNew SpeakersTech and Innovation Focus DayThink Tank TopicsA few early confirmed...

2020 Early Event Info: Part 3

If you haven’t heard, we're moving to a BRAND NEW venue in 2020! The next CCW chapter continues at Caesars Forum this June 22-26 in Las Vegas!Check out the early event info to see what's in store including:Rockstar HeadlinerNew SpeakersTech and Innovation Focus DayThink Tank TopicsA few early confirmed speakers...

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

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

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...

Technologies Contact Centers Want...and Can't Find

Technology buyers often struggle to distinguish which providers are the right fit for their specific objectives because there are so many vendors speaking in broad strokes on their capabilities. As a result of this noisy marketplace, many contact centers are not conquering pressing challenges and achieving valuable objectives. CCW Digital...

View the 2020 CCW Vegas Event Brochure

CCW is back in Las Vegas, June 22-26, at a brand new location – Caesars Forum!   CCW at Caesars Forum is going to be BIGGER (4,000+ attendees!), BETTER (even more content and expanded topic focuses into People/HR, CX/Design, Technology/Product), more INNOVATIVE (site tours at Sephora, Zappos, Pacific Dental Services), and...

CCW Digital Reports

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...

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...

Exclusive Content

Checklist: What Customer Contact Managers And Directors Can Do Right Now

Being on the front lines of your organization, your attentiveness comes with particularly high stakes. Your success (or failure) to adapt directly impacts what your customers experience when interacting with your brand will be. In turn, it directly impacts the health of your business. Your company “feels” every change you...

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 boardroom, but if...

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...

Customer Empathy: 5 Ways to Make Empathy the Heart of Your CX Strategy

As we head into 2019, it is time to position empathy where it belongs - at the heart of your customer experience strategy. That is why our CCW Digital Analyst team has prepared five quick tips for becoming a more empathetic, sentiment-driven organization.These tips offer you the knowledge on how...

Customer Contact To-Do List: Strategies You Can Implement Now

Deep down, you know the customer experience is about the long game. You know that the most productive, customer-centric operations require a thorough vision, methodical planning and carefully calibrated execution. Customer centricity, to put it simply, does not happen overnight. However, customers are not going to spend years enduring bad...

Expert Interviews

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 Experience Officer. Customer Contact...

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...