Brian Cantor, Principal Analyst & CCW Digital Director at Customer Contact Week

Brian Cantor


Principal Analyst & CCW Digital Director
Customer Contact Week

Check out the incredible speaker line-up to see who will be joining Brian.

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Day One: Pre-Conference Day: Workshops And Technology & Innovation Focus Day Monday, September 16, 2019

Monday, September 16th, 2019


8:15 AM CCW Digital Presents Key Findings: Reflecting on Customer Contact Trends in 2019

CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s
2019 Key Findings report.

8:30 AM SPECIAL REPORT BRIEF: Outbound & Proactive Engagement

This may be the era of customer centricity, but it is most certainly not an era of successful customer engagement. Customers remain underwhelmed with the experiences they are receiving. They continue to encounter long wait times, frustrating transfers, disengaged agents, unproductive conversations, poor digital experiences and generally unempathetic businesses. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their experience transforming their  customer experience strategy and then dives into an interactive proactive engagement activity for immersion in the process.

11:15 AM SPECIAL REPORT BRIEF: Digital CX

Are you serious about reducing customer effort? Do you truly honor customer preferences? Are you honestly committed to omnichannel engagement? You need not address these questions with your words. The true answer lies in the quality of your digital customer experience. The ultimate proving ground in the era of customer centricity, the digital realm reveals whether organizations truly care about optimizing their customer experience journeys. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their digital transformation strategy and then dives into an interactive activity to take your digital cx to the next level.

2:00 PM SPECIAL REPORT BRIEF: CX Automation

It is time to change the conversation about chatbots in the contact center. What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? Our Technology & Innovation Focus Day spotlight on CX Automation provides key highlights from the CCW Digital special report, interviews a practitioner on their chatbot journey, and then dives into an interactive exercise on bot building.