CCW EXCELLENCE AWARDS
Nominations now open!

June 22 - 26, 2020 | Caesars Forum, Las Vegas

Free Content | 2020 CCW Vegas

View Early Event Info Part 1 | CCW Vegas 2020

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:Agenda-at-a-glanceReinvented Experi ...

Featured Download

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 next June 22-26, 2020 in our new home at Caesars Forum. If yo ...

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...

Key Event Information

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. 

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...

CCW Digital Reports

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: 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...

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...

Exclusive Content

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...

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...

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 these following pieces: Keynote...

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...

Expert Interviews

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, back to our main...

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.CCW principal analyst, Michael DeJager, spoke with Lance about...

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...

#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 customer contact industry and asked them to share their stories and words of wisdom. In this feature, we interviewed Ali Lichetenstein,...

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,...