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5 Ways Customer-Centric Brands Are Rethinking Contact Center Technology

5 Ways Customer-Centric Brands Are Rethinking Contact Center Technology

Customer contact leaders have long asked the question: “how can we possibly satisfy customers with such poor technology?”

Thanks to a surge of innovation within the customer contact space, leaders are now asking a different question: “how can we use this technology to more meaningfully engage our customers?”

If they do not already have advanced analytics, AI and customer engagement tools in their contact centers, these leaders at least know where to find them. They know they are a purchase order away from potentially gamechanging contact center solutions.

They may still be miles away, however, from understanding how to build processes and strategies around the new technology. It is the quest to develop that understanding – the goal of turning customer centricity from a possibility into a certainty – that defines the current state of customer contact.

At CCW Austin this September, our expert faculty will share proven insights for rebuilding customer experience strategy in accordance with recent innovation. Ahead of the event, we compiled a report on the various factors all customer-facing organizations need to consider.


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CCWomen Spotlight: Kelly Radi

CCWomen Spotlight: Kelly Radi

This year at CCW Austin we are celebrating CCWomen’s 2nd year anniversary!

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. It has been a tremendous year of learning and connecting with like-minded women in our industry.

To thank and celebrate each and every CCWoman we invited Kelly Radi, Author of Wonder-FULL, to show us how valuable we are and the impact we have on others by teaching us to activate our superpowers to become the superhero that we know we are.

If you would like a copy of the interview sent directly to you, please contact us here.


CCWomen Spotlight: Hui Wu Curtis - GM, Customer Service Operations & Strategy at Arizona Public Service

CCWomen Spotlight: Hui Wu Curtis - GM, Customer Service Operations & Strategy at Arizona Public Service

This CCWomen Speaker Spotlight features Hui Wu-Curtis the GM, Customer Service Operations & Strategy at Arizona Public Service and a member of our CCW Advisory Board. We had the honor of hosting Hui at our CCWomen panel during CCW Vegas and we are thrilled to have her join us at Austin. 

In this speaker interview Hui discusses her career in the customer experience industry, how to navigate stereotypes in the workplace, tips to embrace being an “only” in the office and some lessons that she’s learned along the way as a woman in a senior position. 

If you would like a copy of the interview sent directly to you, please contact us here.


2019 CCW Austin Post Show Report

2019 CCW Austin Post Show Report

View the Post Show Report to see more about what happened at CCW Austin last year, including who was there, who sponsored, what we loved and what we learned. Then join us for CCW Austin in 2020!

Customer Empathy - Your Secret Weapon for World-Class Service

Customer Empathy - Your Secret Weapon for World-Class Service

While customer service and customer experience are important, today, more and more businesses are looking to take it to the next level, leveraging customer empathy to effectively understand their customers and market from a holistic viewpoint.

Building empathy into your operational model, training and empowering your workforce to emotionally connect with customers, and proactively communicating are ways in which you can truly understand your customer. This deep understanding is what often leads to an improved bottom line, facilitating benefits like transformed corporate culture, better team alignment and motivation, improved cost efficiencies, and a beneficial improvement and growth cycle.


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