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! View the current brochure for everything we have planned, and check back for agenda updates in the coming weeks! CCW Vegas feat ...

Featured Download

Operational Readiness and Remote Workforce Management

Companies of all sizes are redefining how they engage with their employees and customers in this new era. Customer contact executives, in particular, are managing significant changes in contact volume and pivoting in real-time from operating brick-and-mortar facilities, to leading agents in a ...

Will The Coronavirus Improve The Future Of Customer Service?

Without a doubt, COVID-19 has drastically affected workforce management, digital transformation, consumer behavior, and financial forecasting. For most, the disease has put capital growth in organizations of all sizes, as well as their customers, on standby. But if you’re looking for a positive a ...

A Case Study With Tango Card: The Leader In Digital Employee Engagement

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.< ...

Market Study: New Standards For Customer Contact Performance

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 ...

Dow Jones' Head Of CX Design On WFH Culture

“How are you?”--three words that up until now have been an opening question or greeting now have a lot more weight when said to colleagues or customers. The answer is likely changing daily, if not throughout the day, depending on the physical and mental health of your teams. Take the time to ask ...

Work-From-Home Challenges & Opportunities Your Contact Center Can't Ignore (CXNext)

In an era of competing on the customer experience, we can never settle when it comes to the way we empower agents to engage with customers. The 2020 CXNext virtual conference’s theme of “reimagine customer engagement from start to finish” perfectly encapsulated this reality. It spoke to a prof ...

4 Trends That Will Boost Your Customer Experience After The Pandemic

The pandemic introduced many businesses to work-from-home, and the most employee-centric companies are thinking critically about the optimal role of remote work. Many studies have found that remote work makes people more engaged, satisfied and less likely to quit.

A Case Study With Genesys: The Leader In Contact Center Solutions

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, ...

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 ...

CCW Digital Case Study: Can Your CX Work Through The Coronavirus?

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 eco ...

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 ...

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 ...

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...

People & HR at CCW Las Vegas

For 21 years, Customer Contact Week (CCW) focused on the people, process and technology required to deliver customer service. Despite the significant impact of technology on the customer contact function, the people on the front-line make all the difference when it comes to delivering customer experience. The People track at...

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 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...

Special Report: ETR: Building The Next-Generation Contact Center

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...

Special Report: Serving Customers During Times of Crisis

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...

Special Report: Field Service Management

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...

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...

Exclusive Content

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 mass hysteria of the COVID-19 pandemic, and all...

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...

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 Sarah truly...

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. Customer...

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...