See you in 2020!

September 21-24, 2020 | Austin, TX

Free Content | 2019 Customer Contact Week Austin

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 ...

Featured Download

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 enga ...

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 advic ...

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 ...

Key Event Information

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!

CCW Austin 2019: Current Attendee Snapshot

Interested in attending CCW Austin this September? Take a look at who is already registered including executives from Google, Letgo, Johnson & Johnson, Olympus, CarMax, TaxSlayer,& many more! The Current Attendee Snapshot contains attendee breakdown & demographics, job titles & companies!To get a copy of this snapshot sent to you...

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 Sheetand more!If you would like a copy of this...

2019 CCW Austin Sponsorship Prospectus

Interested in getting more information about partnering with CCW? View the 2019 prospectus and learn about sponsorship opportunities and how CCW can improve your ROI. Email us for a copy of the 2019 prospectus sent to you directly.

CCW Digital Reports

Special Report: 360-Degree Customer View

During their interactions with brands, fewer than 21% of customers believe agents truly know about them or their issues. Fewer than 26% believe agents have enough context to solve the problem at the beginning of the interaction.If you don’t truly know and understand your customers, how can you connect with...

Special Report: What To Know About CX Automation

Most customer contact thought leaders love referencing automation. Far fewer provide meaningful guidance on how to maximize the ROI of automation investments.It is time to get practical. It is time to focus on results. It is time to make automation work for your customers, agents and businesses.This special report takes...

Special Report: Outsourcing In The Era Of Customer Centricity

Customer demands have never been higher. The importance of customer centricity has never been greater.It is because of – not in spite of – these realities that customer contact outsourcing is pivotal in today’s marketplace. Rather than focusing on the negative stigma, astute contact centers are working with BPOs to...

Special Report: Choosing an AI Partner

AI solutions are as varied as their use cases and require outcome-focused oversight. Like any technology deployment, an AI solution must solve a specific business problem. You not only need to frame the business problem accurately but also understand the different types of AI technologies that are available and how...

Special Report:Self-Service

Today’s companies know that self-service must add value for the customer instead of being a cost-saving decoy.As the infrastructure incrementally improves from the annoying IVRs and FAQs of old, surveys find that 50 percent of customers default to self-service to seek fast solutions on their own time, while 70 percent...

2019 Content

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...

Expert Insights

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,...

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...

Sponsor Thought Leader Q&A

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...

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...