Announcing...

JOE MONTANA

as Closing Keynote!

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...

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...

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...

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...

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 

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 has been created for you make your case for attending!

Interested in attending CCW Vegas? Take a look at who attended last year, including executives from Visa, Google, Microsoft, Uber, Allstate and Volvo. 

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.

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.

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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.

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...

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.

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...

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...

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...

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...

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,...