Interactive Discussion Groups - New & Improved!

By: Customer Contact Week

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! 

“I was able to learn about so many technological advances in the industry as well as have a great opportunity to network. The speakers selected had valuable information to share and the IDGs were amazing.”Sandra G.

“I had a wonderful time networking, meeting new people, sitting in on a variety of IDG sessions, and listening to keynote speakers. I learned a lot and had a truly great time. The Transperfect party was a total blast as well. We will be back!”Gretchen B.

CCW Vegas 2019

Why did CCW select these 8 IDG topics?

In 2019, we chose to power our onsite Interactive Discussion Groups from the special report content produced by CCW Digital.  CCW Digital curates a special report calendar annually covering the most pertinent topics in customer contact… think Voice of Customer, Intelligent Routing, Customer Journey Mapping, Customer Intent, and Omnichannel to name a few.  We selected the top 8 most engaging topics from 2018 to feature through the 2019 CCW Series.  

How do I select my IDGs?  How do I know which time block is best?

You select your IDGs electronically at the time of registration.  If you are working through one of our customer service representatives, they can also help walk you through the IDG selection process or you can look at our IDG How-To guide.  The 8 IDGs do not have deep titles and abstracts beyond the general topic as selections should be made on a project basis… select groups that make sense for your current or near future project categories to benchmark with peers who are along the same journey as you.  Time block selection will depend primarily on IDG availability.  

What if I don’t like small group discussion formats?

Even if you prefer track session content, we recommend that you go ahead and register in a round of IDGs because of the mindshare here.  Case study-based track sessions are fantastic, but they essentially allow for only one perspective on a given topic to be shared at a given time.  IDGs provide perspective from a variety of practitioners, and if sponsored, also from a vendor.  Just because you attend a small group discussion doesn’t mean you necessarily need to engage in that discussion.  We’ve found that many attendees can even take more of a “fly on the wall” approach and still absorb a great deal of fantastic practices to take back to apply to their own operations.

CCW Vegas 2019

If you still have more questions or concerns regarding IDGs, please contact us here.