See you in 2020!

September 21-24, 2020 | Austin, TX

Expert Interviews

Expert Insights: Dhruba Roy Chowdhury - Head of Support Operations, APAC-Community Operations at Uber

Expert Insights: Dhruba Roy Chowdhury - Head of Support Operations, APAC-Community Operations at Uber

Dhruba Roy Chowdhury is the Head of Support Operations, APAC-Community Operations at Uber. He brings 12+ years of customer experience, support strategy and program management experience to CCW Austin this year. 

In this Speaker Spotlight feature CCW goes in-depth with Dhruba to understand what end-to-end customer operation means across channels, the fundamentals in creating incentive structures and rewards programs for agent engagement and internal growth and how to lead contact center vendors and internal operations teams to deliver best-in-class service. 

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



Expert Insights: Luke Hagstrand - VP, CX Personalization at Comcast

Expert Insights: Luke Hagstrand - VP, CX Personalization at Comcast

In this competitive landscape, organizations know the importance of creating the right personalized experience for their customers.

In this Speaker Spotlight Feature, CCW interviewed Luke Hagstrand, VP, CX Personalization at Comcast, who answered some questions about personalization prior to his session at CCW Austin.

Luke sheds light on the critical building blocks to understanding end-to-end customer experience across various support channels and the major strides Comcast is focusing on to place customers at the center of everything they do to build a brand of love.

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



Expert Insights: Pete Collins - SVP, Operations at Travelers Insurance

Expert Insights: Pete Collins - SVP, Operations at Travelers Insurance

Pete Collins is the Senior Vice President of Operations at Travelers Insurance. Pete has experience in leading large sales and customer service call centers/contact centers in diverse industries including BPO, financial services, telecoms, government, and retail. 

In this Speaker interview, CCW goes in-depth with Pete to understand what an omnichannel contact center environment looks like, some of the best practices around creating an omnichannel environment and shedding light on the role and importance technology plays in the experience age. 


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


Industry Perspectives - Edify

Industry Perspectives - Edify

Customer Contact Week recently interviewed Edify on the top challenges and future advancements in the industry. Edify connects businesses with customers and employees with each other. The company’s Business Communications as a Service (BCaaS) platform, Huddle, is the only one uniting unified communications (UC), contact center (CC) and communications platform (API) functionality in a single, cloud-native software solution that lets users move seamlessly among channels within one conversation. Edify removes all the risk of using its cloud-based platform with five free users forever, global availability, real-time redundancy, usage-based pricing, and a 100% SLA uptime guarantee. 


Industry Perspectives - LiveVox

Industry Perspectives - LiveVox

Customer Contact Week recently interviewed Jim Lynch, Senior Director, Product Marketing at LiveVox on the top challenges and future advancements in the industry.

LiveVox provides a simplified path to seamless digital engagement as the only cloud provider that incorporates modern channels, CRM and WFO into a single solution for  true omnichannel engagement – unifying all conversations and interactions into a single location. LiveVox also facilitates over 14 Billion multichannel interactions annually – 3X more than other cloud providers. 

Women in Customer Contact: Challenges, Confidence & Career Growth

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Austin this October 9-12, we are introducing CCWomenCCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. 

Ahead of this, Customer Contact Week wanted to gain insights from women in customer contact on the challenges they face in today's world, the confidence every woman should all have, and the bright future women have in career growth. The following customer contact leaders are featured in this Q&A: 

  • Kathleen Attinello, Head of Enterprise Customer Service and Technical Support, Dun & Bradstreet
  • Jeanne Bliss, President, Customer Bliss
  • Cheryl China, SVP, Escalations, Citizens Bank
  • Annette Franz, CCXP, Founder/CEO, CX JOURNEY Inc.
  • Jennifer Hanson, Senior Director, Target.com Guest Services & Gift Card Operations, Target
  • Mary Beth Jenkins, Chief Operating Officer, UPMC
  • Docia Myer , Chief Innovator, 3A Consulting
  • Janet Solomon, SVP, Head of Client Contact Center, SunTrust Bank

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

Expert Insights: The Hassle-Free Experience

Expert Insights: The Hassle-Free Experience

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.


As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader. 


Customer Management Practice's Principal Analyst, Michael DeJager, speaks further with Adam about his entrepreneurial career and deep passion for customer experience.


Organizational Culture: Diversity & Inclusion

Organizational Culture: Diversity & Inclusion

Cultural tone may be set at the executive leadership level of an organization, but the true organizational culture is the culmination of the many flavors of human spanning an organization. Diversity of thought, gender, color, race, ethnicity, orientation, personality, and everything in between help weave a vital fabric the leads to engagement and success, from employees to customers.

In this CCW Austin panelist feature, CCW talks with Oris Stuart, the NBA’s Diversity and Inclusion Officer, about just how the NBA became the leader in diversity among professional sports leagues. 


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

Spearheading a Contact Center Cultural Transformation

Spearheading a Contact Center Cultural Transformation

Organizational culture serves as the foundation for all organizational pillars, customer function included. As the contact center environment serves as your front line for sales and/or service, it could be argued that contact center agents that aren’t empowered by strong organizational culture can quite easily do more harm than good for both your brand and your business. In this CCW Austin panelist feature, Customer Management Practice Principal Analyst & Divisional Director, Michael DeJager, speaks with Kelli Barabasz, customer care lead at the National Notary Association (NNA), about their cultural transformation rooted in the contact center.


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

Why "Wow"-ing Customers is Overrated

Why "Wow"-ing Customers is Overrated

Chip Liebenow is the Director of Customer Care at The Home Depot in Atlanta, Georgia. In his position he leads the operations team of 550 agents to deliver world class service to support all Home Depot stores in the US (including Guam, Puerto Rico and the U.S. Virgin Islands). Chip has completed two combat tours, dabbled in five startups and has a passion for long distance cycling. Sandy Ko, Research Development Analyst and Conference Director at Customer Management Practice, speaks further with Chip about his unique career journey and why “wow”-ing the customer is overrated.


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