Interested in attending CCW Nashville this January 28-31, 2020? Take a look at who is already confirmed to attend, including executives from Lyft, Verizon, and Groupon. To get a copy of this sent to you directly, contact us here.

Customer Contact Week is excited to introduce two re-engineered small group formats to CCW Nashville in 2020: Think Tanks and Executive Roundtables. Leave each session with actionable takeaways and resources provided by industry experts and solution providers alongside industry peers. If you would like a copy of this guide sent...

Thinking about attending CCW Nashville? 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...

This past January 15-18, 2019 we went to Nashville for the first time ever! CCW Nashville convened 500+ customer contact leaders for a week of intensive content and networking. View the Post Show Report to see more about what happened at CCW Nashville, including who was there, who sponsored, what...

Interested in attending CCW Nashville this January 28-31, 2020? Take a look at who attended last year!To get a copy of this sent to you directly, contact us here.

Get a first look at CCW Nashville and see the list of early confirmed speakers, the agenda-at-a-glance, info on our Tracks, CCW Think Tanks (new!), Meet & Greets and Book Signings.Featured speakers include:Susanna Hadley, Sr. Program Manager, Customer Experience Strategy, T-MobileBrian Gillespie, VP, Forecasting & Financial Excellence, Customer Experience, ComcastMike...

It takes the hard labor of millions of fully-trained agents around the world to answer consumer's questions, put out fires, deliver support, and tend to their every need. But in the age of automation and AI-powered chatbots, is this all about to change?We'll be talking about automation and a variety...

Lemon Poindexter, Customer Relations Manager at Nashville Electric Service (NES), includes her entire organization in the creation of customer journey maps in order to deliver the fast, effortless, and seamless experience her customers expect.  Don't forget to come see Lemon and fellow customer contact experts speak at CCW Nashville in...

As we approach 2020, be clear about one reality: this is not yesterday’s contact center job market. Automation technology, at-home opportunities, new generations of workers and the overall economic landscape are combining to change the way we think about the contact center workforce.These factors will not, however, change a key...

Effortless and seamless experiences are critical to happy, loyal customers and consequently, to maximizing profit. To shed some light onto how organizations can better invest into reducing effort, Lisa Griffin, SVP, Enterprise Access from Jefferson Health will share her insight on how Jefferson Health is utilizing and benefiting from automation....

CCW Nashville is designed for customer-centric executives at all levels seeking tools and solutions for challenges spanning the end-to-end customer journey. This guide will provide you with an overview of the topics being discussed in our Contact Center Operations track and the expert speakers joining us in January! If you...

As customer service professionals, we’ve all got targets to hit. First response times, resolution times, conversion rates. The list goes on. However, in our endeavors to meet them, we can often overlook customer empathy, our responsibility to make customers feel heard and understood. Here are three ways to make customer...

Deep down, you know the customer experience is about the long game. You know that the most productive, customer-centric operations require a thorough vision, methodical planning and carefully calibrated execution. Customer centricity, to put it simply, does not happen overnight. However, customers are not going to spend years enduring bad...

Customer Contact Week content is directly driven by the priorities of you, our customers.  Our research culminates from primary research conducted with our speaking faculty in tandem with surveying of our CCW Digital global online community consisting of more than 150,000 customer contact leaders.  With tracks that lean in to...

Industry events are known to overuse buzzwords. But we all know there are substantial reasons why this industry language exists. We asked members of our advisory board to pick 3 words that resonate with their organization to dispel the “buzz” associated with these words and get to the core of...

The CCW team works diligently to offer our sponsors with a wide variety of marketing opportunities, each designed to provide unparalleled access to the best and brightest in the customer contact space.2020 CCW Series Schedule:CCW Nashville | January 28-31 | JW Marriott NashvilleCCW Vegas | June 22-26 | Caesars ForumCCW Austin | October 13-16“We...

Technology buyers often struggle to distinguish which providers are the right fit for their specific objectives because there are so many vendors speaking in broad strokes on their capabilities. As a result of this noisy marketplace, many contact centers are not conquering pressing challenges and achieving valuable objectives. CCW Digital...

The Customer Contact Week Series serves more than 3,000 attendees annually ranging from customer titles of all types to the many professionals responsible for holistic customer experience design and delivery.Our events are the #1 place for customer experience leaders to learn about the pace of change, find out about the...

Interested in attending CCW Nashville this January 28-31, 2020? Take a look at who is already confirmed to attend, including executives from Lyft, Verizon, and Groupon.

Our Market Study on the Contact Center of 2025 will help you adopt this forward-looking, customer-centric approach to the contact center. You'll learn which trends to embrace, which "worst practices" to overcome, and how to make the most of opportunities in omnichannel, automation and customer intelligence.Topics include:• The biggest contact...

Your customers don't trust you or your fellow brands. New consumer research confirms that they don't believe experiences are majorly improving and do not believe brands take their feedback seriously. Worse, they frequently hear horror stories about data breaches and abuse.It is time to change this reality. It is time...

Efforts to increase customer security have historically created frustration for customers and agents. Conventional initiatives for reducing customer effort, on the other hand, can leave contact centers vulnerable to fraud.Call it a Catch-22. Call it a vicious circle. But after reading this special report, you'll be able to call it...

Today’s workforce demands purposeful work, flexible schedules and career progression. Employers have responded by offering flexible or work-from-home options and investing in digital technologies that empower staff to work remotely.Consequently, workspace design has evolved, too, with interior designers appointing spaces that are fluid, multipurpose and aesthetically pleasing – a stark...

Every contact center leader’s job is to balance the omnipresent tension between achieving expected service levels and managing operational costs. This delicate balance comes with other considerations like the employee experience and it’s knock-on effect on the customer experience.Workforce management has never been more important in a day and age...

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...

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...

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...

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...

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.This Special Report on Customer Journeys will help you avoid those pitfalls.Not...

The contact center is under siege, and many organizations are greatly unprepared.Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable.  Worse, these ineffective endeavors actually hurt the customer experience.  They make interactions slower and more frustrating.It is time to...

At CCW Nashville 2019, Ali Lichtenstein, Director, Customer Experience Design at Dow Jones presented on how to gain executive buy-in for experience design. In this presentation, she shares how to: Utilize internal wins as case studies to rationalize business valueDraw out game-changing insights to catalyze process innovationsFacilitate workshops to gain buy-in...

At CCW Nashville 2019, Dr. Natalie Petouhoff, Vice President, Customer Service Innovation at Salesforce led the Holistic CX Panel on Bridging the Siloes of Experience Design and DeliveryTo Excel At Customer Experience. This panel presentation takes a holistic view of the customer journey, examining unique enterprise functions, how the influence...

At CCW Nashville 2019, Alexis Smith, Former Head of Employer Brand at Anheuser-Busch presented on employee brand engagement. In this presentation, she shares how to: Market brand messages to employees across channels of their choiceProve you are listening by implementing feedback whenever possibleCreate brand ambassadors of your employees and recruitsTo...

At CCW Nashville 2019, Chad Schott, VP of Learning & Quality at HomeAdivsor/Angie’s List presented on how to increase sales effectiveness in your contact center.In this presentation, he shares the strategies behind leveraging speech analytics to drive improved agent performance, increase sales & operational efficiency and reduce riskTo get a...

At CCW Nashville 2019, Brian LaRoche, Marketing Director at CallMiner presented on the in’s and out’s of Contact Center & CX Technology . In this presentation, he shares : Best Practices & Guidelines when Considering the Purchase of a Technology PlatformBest Practices for Deploying an Technology SolutionTo get a copy...