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January 28 - 31, 2020 | JW Marriott, Nashville

CCW Think Tanks and Executive Roundtables

By: Customer Contact Week
10/21/2019

As CCW continues to scale, our team pays close attention to the meaningful, small group connections that are intentionally curated on-site. We are excited to introduce two re-engineered small group formats to CCW Nashville in 2020.  


CCW Think Tanks

Think Tanks are structured discussions around practical “How-To” projects designed for shared benchmarking and solutions-driven conversations. Leave each session with actionable takeaways and resources provided by industry experts and solution providers alongside industry peers. 


Think Tank Topics


Thursday, 1/30 

Experience Design: How to Gain Executive Buy-In for Experience Design

Recruitment: How to Hire and Retain the Millennial Generation

Agent Performance: How to Improve Performance with Agent Engagement and Gamification

Holistic CX: How to Tear Down the Silos and Deliver a Unified CX

Customer Intent: How to Understand Intent and Proactively 

Omnichannel: How to Leverage Data to Optimize an Omnichannel CX

Cloud: How to Build a Strategy for an Intelligent Cloud Contact Center

Digital CX: How to Drive Seamless Digital Engagement


Friday, 1/31

Customer Journey: How to Create Customer Journey Maps That Aren’t Just for Customers

Social CX: How to Create Engaging Experiences and Respond Instantly on Social Media

CX Automation: How to Find the Balance Between Bots and Humans for Optimized CX

Actionable Analytics: How to Transform Customer Data into Valuable Decisions

Customer Loyalty: How to Transition from a Transaction-Based to Relationship-Based Customer Engagement

Personalization: How Customer Data Can be Used to Drive Personalization

Empathy: How to Leverage Design Thinking Principles for a Human Centered CX

Authentication: How to Implement a Foolproof Caller Authentication Process


Key Features

45 minute rotations

Private rooms

Cap of 30 attendees each

Structured, “How-To” discussions

Takeaways and resources


Think Tanks are available exclusively for Premium Pass holders.


CCW Executive Roundtables

Executive Roundtables are boardroom-style interactions connecting executive-level attendees on topics aligned with their purview. Rather than a structured discussion, these small group opportunities provide a networking opportunity for executives with similar challenges in common.  


Key Features

1 hour, 10 minute sessions

Private rooms

Cap of 15 attendees each

Advance profiling for discussion focus

Open forum-style facilitation


Executive Roundtables are exclusive to qualified attendees by invitation only.



Learn more about Customer Contact Week Nashville 2020 by downloading the agenda today.