Exclusive Content

The Hassle-Free Experience — Paving the Path for Positive Customer Journeys

The Hassle-Free Experience — Paving the Path for Positive Customer Journeys

At CCW Austin 2018, Adam Toporek, Customer Service Expert, Speaker and Author, CCW Influencer, presented on how to create a hassle-free experience. In this presentation, he shares: 

  • How to look for hassles in the customer journey
  • What customers value and the link between hassle and emotion


To get a copy of this presentation, please contact us here.


10 Ways to Journey Map Like a Museum

10 Ways to Journey Map Like a Museum

Eric Bruce of the Minneapolis Institute of Art shares his mapping journey, starting with some best practices for his industry and leveraging available data to jumpstart the process. Learn from successes, pitfalls, and building customer personas based on journey trends.


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Blueprint for a Cutting Edge Supervisor Boot Camp

Blueprint for a Cutting Edge Supervisor Boot Camp

Chris Zenner, Director, Contact Center Operations at Pacific Gas and Electric Company shares his blueprint for creating a cutting edge supervisor bootcamp. In this presentation, he discusses:

  • How to workforce manage to empower supervisors for success
  • Key tools and resources to include in a boot camp model
  • How to develop critical management skills for supervisors


To get this presentation sent to you directly, contact us here

How to Build an Enterprise CX Steering Committee

How to Build an Enterprise CX Steering Committee

In this presentation, Scott Wilson, Customer Experience Principal at FedEx shares:

  • The value of cross-functional CX leadership,particularly in large enterprises
  • How a steering committee can guide localized market CX teams
  • CX as a tool to combat silo-ing

   

To get a copy of this presentation sent to you directly, contact us here

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.


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


CCWomen Spotlight: Kelly Radi

CCWomen Spotlight: Kelly Radi

This year at CCW Austin we are celebrating CCWomen’s 1 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.


View Early Event Info Part 1: CCW Austin

View Early Event Info Part 1: CCW Austin

Check out the early event info for CCW Austin!

See the list of early confirmed speakers including executives from Uber, Travelers Insurance, CareerBuilder, Girl Scouts of the USA, McKesson, Comcast and more. Plus, view info on the pre-conference workshops, Interactive Discussion Groups (IDGs), amd exclusive site tours at IBM, Stitch Fix and EA.

Stay tuned, we're releasing more early event information soon! Check back for details on the Technology & Innovation Focus Day, Track sessions, CCWomen and more.

How To Choose A CRM Provider

How To Choose A CRM Provider

Successful engagement hinges on the ability to properly identify, understand and connect with individual customers. It requires an emphasis on building relationships rather than simply providing support or processing transactions.

As a result, CRM solutions are the absolute lifeblood of a customer-centric organization.

This exclusive how-to guide is designed to help you select the right CRM solution. Whether you are investing in CRM for the first-time, planning to replace your existing  system or simply determining whether you are getting the most out of your current investment, this guide details the questions you should be asking—and the factors you should be considering.


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


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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