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View the Full Event Guide: CCW Nashville 2020

View the Full Event Guide: CCW Nashville 2020

We're heading back to Nashville this January 28-31, 2020 and 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 in the industry and define your strategic customer contact goals
  • Top-rated Sessions and Networking - With 6 tracks of content, there is something for every member of your greater team
  • 16 CCW Think Tanks (New!) - Structured around "How-To" projects designed for longer group discussions and solution-driven conversations
  • Exclusive Site Tours - Experience tours at Nashville Power Electric, Vanderbilt University Medical Center, and Johnston & Murphy


Featured speakers include:

  • Jerry Greenfield, Co-Founder, Ben & Jerry's Homemade, Inc. 
  • Susanna Hadley, Sr. Program Manager, Customer Experience Strategy, T-Mobile
  • Brian Gillespie, VP, Forecasting & Financial Excellence, Customer Experience, Comcast
  • Deana Perrin, Senior Director, Global Head of Strategic Initiatives, Groupon
  • Todd Straka, Lead Customer Experience Designer, Finish Line
  • Brian Clancy, Learning & Performance Improvement, Contact Center Operations, AARP
  • and more!



Special Report: 2020 Contact Center Predictions

Special Report: 2020 Contact Center Predictions

Featuring predictions and recommendations from leading customer contact analysts and executives, this report will help you win the competition for loyalty. Leverage technology as a solution rather than a distraction.

2019: Year in Review

2019: Year in Review

To empower your organization to successfully connect with customers in 2020, we summarized Top 5 Lessons and trends we learned in 2019 and rounded up some of the best quotes from thought leaders and practitioners in the industry. 

Gain more insight from customer contact leaders at CCW Nashville 2020! The the agenda here.

CX and Design: Why It's Necessary

CX and Design: Why It's Necessary

According to recent CCW Digital Executive Profiling, 74% of contact center leaders consider design a top priority for their organization in the year ahead. The emphasis on design makes sense. Not simply a trendy topic within the greater business space, design thinking directly addresses one of the biggest challenges in the customer contact world: the reactive mindset.


We'll be talking about CX and a variety of other pressing topics at CCW Nashville! View the agenda here.

Special Report: Contact Center Security

Special Report: Contact Center Security

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 a thing of the past.

Amid growing concerns about data security, our report offers a game plan for proactively preventing fraud AND creating more customer-centric authentication experiences.

Topics include:

• Three reasons contact center security is more urgent than ever

• Five ways you're actually making your contact center MORE vulnerable

• 6 steps for improving security and fraud prevention

• How technology and strategy come together to achieve success

2020 Current Attendee Snapshot

2020 Current Attendee Snapshot

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.

6 Ways T-mobile Delivers Optimal Customer Experience

6 Ways T-mobile Delivers Optimal Customer Experience

In this CCW Digital speaker spotlight series, Matt Wujciak, CCW Digital Writer & Editor gets insight from Susanna Hadley, Senior Manager, Program Management Operations at T-Mobile, on the 6 things that T-Mobile focuses on to deliver an optimal customer experience unique to T-Mobile and their customers.

Join Susanna Hadley’s session at CCW Nashville! View the agenda here.

Special Report: Open Workspaces for the Contact Center

Special Report: Open Workspaces for the Contact Center

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 contrast to the cubicle sprawls of old.

In this Special Report on Open Workspaces for the Contact Center, discover how to empower your agents with the latest trends in workforce scheduling, multipurpose office design and crucial technologies for the modern workspace. You’ll also read about why investing in agents is equivalent to investing in your customers.

Featuring insights from Michael McKinney, workforce management manager at Holland America Lines, Tamara Loehr, author of Balance is B.S. and more, you’ll learn about:

  1. What today’s workforce wants in terms of jobs, scheduling, work/life balance
  2. How employers like Apple, Facebook, Google have responded to the demands of the modern workforce
  3. Top 3 disruptive workforce scheduling trends
  4. Why workplace design matters to the contact center for optimal agent performance
Guide to Think Tanks

Guide to Think Tanks

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 to you directly, contact us. 


Designing for An Automated Future

Designing for An Automated Future

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 of other pressing topics at CCW Nashville! View the agenda here.

Reduce Effort with Automation

Reduce Effort with Automation

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.

To get a copy of this report sent to you directly, contact us here.

Customer Contact Operations Guide

Customer Contact Operations Guide

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 would like a copy of this to be sent to you directly, contact us here.