As organizations pour immense dollar investments into technology stacks like AI, automation and knowledge management, CX leaders are reiterating the basics of service design to make sure the human touch is at the forefront of every technology implementation.
At CCW Austin this September, we’re putting CX automation, employee experience, digital CX and more under the microscope, featuring speakers from major brands including Uber, Nike, Stitch Fix and MetLife.
You’ll also hear from headliner Michelle Williams, a Grammy award-winning singer/songwriter actress and entrepreneur, who rose to fame in the 2000s as a member of R&B girl group, Destiny’s Child.
Williams will discuss her exhilarating evolution as an entrepreneur with her latest venture, Believe at Home by Michelle Williams, a collection of home products sold exclusively through the digital commerce company, Evine.
Here are four things we’re excited about for CCW Austin.
Michelle Williams will deliver a hotly anticipated presentation at CCW Austin, taking place September 16-19.
It will not, however, be the first time the Grammy-winning artist shares insights with the customer contact community. While making music in the iconic Destiny’s Child, Williams and her group mates routinely offered words of wisdom to contact center and customer experience professionals.
Don’t remember their lessons about customer centricity and agent empowerment? Don’t worry – we’ve compiled a list of Destiny’s Child’s most contact-center-oriented hits.
As we quickly approach Customer Contact Week Austin in a few weeks, CCW had the opportunity to interview Dawn Bradney, VP Customer Support, Audit & Process Improvement at McKesson.
Dawn discusses the biggest mistakes that organizations make when thinking about their quality assurance function and how she trains agents to understand customer empathy. She also shares what Quality Assurance looks like at McKesson and the unique process they use.
2/3 of Journey Maps Fail. Here’s How to Avoid Being One of Them.
Journey mapping is the process of creating a visual representation of your customers’ journey and using this to drive customer-focused change. And it’s hot. You can’t attend a conference without at least one speaker discussing how they used their journey mapping to rally the company and improve the customer experience.
Those who were successful used a different approach; what we call the “Three Rules of Journey Mapping Success.
This year at CCW Austin we are celebrating CCWomen’s 1 year anniversary!
CCWomen started as a small idea to provide a space for women in customer contact to network. However, as women from all paths of life joined the community it quickly became much more than that. It bloomed into a supportive, an educational and a fun community that helped shape what CCWomen is today.
Throughout the year we had the opportunity to learn about leadership, mentorship, breaking the glass-ceiling, work-life balance and so much more from women in CX. We also soaked in words of advice and wisdom to empower, support and lift other women in our community and our organization. It has been a tremendous year of learning and connecting with like-minded women in our industry.
What is the purpose of your customer experience? What impression do you want to leave on customers who enter your engagement journey?
During a recent CCW Digital podcast, CCW Austin Speaker - Meredith Molloy, Director, Customer Experience at Purple Carrot shared her company’s excellent CX mantra:
“Every customer we connect with leaves the conversation - whether it be a phone call, a live chat, or an email - feeling as though we are knowledgeable, empathetic and moving with a sense of urgency.”
Not simply eloquent, the Purple Carrot mantra encapsulates three crucial customer experience priorities:
Succeeding in business means understanding customer pain points and delivering products and services that make life easier. Tech companies do this by disrupting the customer journeys of old through self-service platforms that allow users to access goods on-demand. Once a prospect converts, it’s important to consider pain points in the customer journey. Left unchecked, they cause churn.
Do you offer a frictionless experience, or do customers find it effortful to switch subscription plans, track deliveries or call customer support? Here are four common pain points and quick fixes you can implement with minimal cost.
Interactive Discussion Groups (IDGs) are a fun and unique way to engage in quick fire, project-based discussions with peers on leading customer contact topics. Each IDG session is represented by 3, 30-minute rounds, with attendees having the opportunity to select their 3 most pertinent project categories for discussion.
How are our IDGs “new and improved”?
To solve noise and logistical issues that we ran into last year, we’ve now limited each group to a maximum of 10 attendees. To accommodate all attendees onsite in IDGs, we have reformatted the into 4 time blocks, with 3 content tracks running alongside 8 topical interactive discussion groups at a time. This allows for a much more even distribution of the CCW Austin audience across the available sessions at any given time. Check out what attendees are saying about the IDG sessions from CCW Vegas this past June!
Last October CCW Austin convened over 400 customer contact leaders at the Renaissance Austin for a week of intensive content and networking.
Some highlights from Austin last year include:
We're excited to announce that the CCW Austin Agenda is here!
Customer Contact Week, the largest and most comprehensive event series for customer service and CX professionals, returns to Austin, September 16-19 for the final iteration of its 20th Anniversary Celebration! The event is projected to attract over 450 executives who spearhead contact center and customer experience strategies.