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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...

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...

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. 

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...

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!

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.There a simple key to delivering this superior experience: understanding customer intent.Customer intent...

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...

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...

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...

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...

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.

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...

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,...

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...