Mon, Jan 25 - Digital Transformation

Everyone is on a digital transformation journey. We are simply at different junctures. 2020 ignited a fire under all of our digital transformation journeys like never before. The first day of CCW At Home is dedicated to digging deep into the common inflection points across our digital journeys including cloud migration, digital CX, collaboration with enterprise technology leaders, and the many digital-first customer engagement tools of the future.


Coffee Pot


All the fun of an actual networking coffee break, without the human contact and disposable paper cups.

11:30 am - 12:00 pm Networking Group 1

11:30 am - 12:00 pm Networking Group 2

11:30 am - 12:00 pm Networking Group 3

Big Ideas

The brightest stars in the customer contact constellation deliver pithy ten-minute talks featuring their unique perspectives on consequential topics.

12:00 pm - 12:15 pm A Pandemic-Powered Digital Transformation Journey

We as an industry have been talking about our respective digital transformation journeys for years. Enter a pandemic, and the need to digitally evolve accelerated in the past year faster than the past 10. In this Big Ideas session, hear the highlights of an enterprise digital transformation journey fueled by the current COVID environment.

12:15 pm - 12:30 pm New to the Cloud: A Primer on Cutting Edge Cloud-Based Solutions

Where CCaaS solutions aren't new, the Cloud quickly became a key tool to whether a pandemic where stay at home and quarantine orders were widespread. Most contact centers faced at least some challenges as it relates to migrating operations amidst a crisis. In this Big Ideas session, understand the what and how behind the world of CCaaS.

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

12:30 pm - 1:00 pm Migrating to a Digital-First Infrastructure for Business Continuity

Business Continuity wasn't even on many of our radars this time last year. Now, a solid Business Continuity Plan (BCP) for customer operations is a key priority in the back of minds for the foreseeable future. We go In The Queue to hear from a business leader whose digital-first CX approach created a stronger platform for business continuity alongside unforeseen challenges experienced along the way.

Master Class

Fast-paced, interactive activity-based sessions loaded with practical takeaways that'll sharpen your skills and challenge your thinking.

1:00 pm - 1:30 pm Migrate Your Contact Center to the Cloud

Housing your contact center infrastructure in the cloud remains the best option for business continuity, particularly for dispersed workforces. In this Master Class, learn about the key considerations of cloud contact center migration and how CCaaS can deliver a more digital-first operational approach.

1:00 pm - 1:30 pm Develop a Digital-First CX Ecosystem

Where many customer operations have prioritized the introduction of digital channels, many still struggle with channel integration and ensuring that interactions aren't simply multi-channel. In this Master Class, get a better understand of what a digital-first approach to CX can do for customer loyalty and the benefits of integration across digital journeys.

Book Club

Best-selling authors serve up hyper-focused talks chock full of practical takeaways from the pages of their customer contact & CX tomes.

1:30 pm - 1:45 pm Author TBD

Case Studies

Partners and their clients use real-life use-cases to share best practices and invaluable tips for tackling big challenges.

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

1:45 pm - 2:15 pm Topic TBD

Knowledge Base

The sharp-witted CCW analyst team on the latest CCW industry research - and what it means for customer contact leaders.

2:15 pm - 2:30 pm CCW Digital Findings on Cloud Contact Center Strategy and Execution

2020 saw more contact centers than ever prioritizing cloud operations as the way of the future. For many, this meant a rapid transition from more traditional, on-premise approaches. In this Knowledge Base session, the CCW Analyst team shares cloud migration statistics and lessons learned as it relates to cloud operations and rapid migration.

Talk Time

Scenario-based, interactive discussions provide the opportunity to ask anything of battle-hardened leaders.

2:30 pm - 3:00 pm How to Build a Cloud Contact Center Strategy from Scratch

What questions do you need to ask when getting started with cloud operations? What are the lessons learned as it comes to a more seamless cloud migration?

2:30 pm - 3:00 pm How to Navigate the Challenges of Rapid Digital Transformation

How have enterprises coped with quick transitions organization-wide? What can be done to ensure the customer stays at the center of organizational transformation?

2:30 pm - 3:00 pm How to Evaluate Digital Engagement Solutions

How can you identify which digital tools would be best for your operating environment and customer? If you are new to digital CX, where do you begin?

2:30 pm - 3:00 pm How to Get Started with Digital Channels

What are the key considerations when designing and delivering a new digital channel? How can you ensure new channels mesh with your existing infrastructure?

In The Queue

No-holds barred interviews with top customer contact executives that dig deep into the biggest challenges facing the profession.

3:00 pm - 3:30 pm How Customer Contact Leaders Collaborate with Enterprise IT

Customer operations owns one of the most critical pieces of the tech stack, second only to the marketing organization. It is critical that customer contact leaders form a strong partnership with their enterprise IT and/or digital transformation leaders to ensure key tech decisions include the voice of the customer. We go In The Queue to understand how to form this kind of partnership and what it can do in terms of a more unified, enterprise tech strategy.