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 best i ...

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 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 ...

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

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...

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 directly, contact us here. 

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.

How To Select Your IDGs & Track Sessions

Need help selecting your IDGs and Track Sessions? Check out the IDG Selection Guide we put together to help ease you through the selection process. 

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 & Efficiency, focused on the importance of speed and efficiency when it comes to delivering the best customer experience....

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...

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 releasing the full event brochure soon! Request the brochure now and...

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...

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...

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...

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...

Special Report: RPA Facts, Fiction, Opportunities

When it comes to the customer experience, automation technology is not doing all that it can do. More importantly, it is not doing what it should do.The issue is not a lack of attention. Automation is one the top contact center investment categories; it is on everyone's radar. The problem,...

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...

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 research, case...

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 their employees.What’s...

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...

2018 Content

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.