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View Full Event Guide: CCW Austin 2019

We're headed back to Austin this September 16-19 for our final 20th anniversary celebrations! You won't want to miss it!Check out what we have planned for this year including:An Incredible Speaker Line-up - Learn what’s possible from the b ...

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CCW Austin 2018: Past Attendee Snapshot

In case you haven't heard, we're headed back to Austin this September! Interested in attending? Take a look at who attended CCW Austin last year!To get a copy of this snapshot sent to you dire ...

2018 CCW Austin Post Show Report

CCW Austin convened 350+ customer contact leaders at the Renaissance Austin this past October 9-12 for a week of intensive content and networking. The 2018 theme, Delivering World-Class Service with Speed & E ...

CCW Austin 2019 - Attendee ROI Toolkit

Thinking about attending CCW Austin? We are here to help you convince your colleague or manager to attend. Take a look at the top reasons why you should attend. This ROI Toolkit includes:Convince your boss letterTop reasons to attendEstimated Budget Expense Sheet

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 (IDG ...

View Early Event Info Part 2: CCW Austin

There's even more early event info for CCW Austin!Check out newly confirmed speakers including executives from Nationwide, Yeti, USAA, & Coca-Cola Bottling, and more info on our Technology & Innovation Focus Day, breakout track sessions and CCWomen. Plus, we're releasi ...

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2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.Driven by...

2018 CCW Market Study: The Customer Experience

This may be the era of customer centricity, but it is also one of disappointing customer experiences.Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations – or...

Special Report: Customer Sentiment

Are your repeat customers truly loyal? What pain points are really hurting your customer experience? Are your agents capable of making connections? Is your brand capable of attracting new customers?Customer sentiment will help you answer these questions.Instead of simply focusing on how customers are interacting, sentiment uncovers how they actually...

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Austin this October 9-12, we are introducing CCWomen. CCWomen 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...

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...

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...

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...

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...

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...

Past Speaker Presentations

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 journeyWhat customers value and the link between hassle and emotionTo get a copy of this...

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. To get a copy of this presentation sent to you...

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 successKey tools and resources to include in a boot camp modelHow to develop critical management skills...

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 teamsCX as a tool to combat silo-ing   To get a copy of this presentation sent to you directly, contact us here.