Featured Speakers


Analyst Chat

Be part of the conversation as Customer Management analysts, Amanda Caparelli, Brooke Lynch, and Sandy Ko, unpack the key takeaways from CCW Digital's 2021 State of Contact Center Technology Market Study. This discussion will explore how companies responded to the events of 2020 and uncover the biggest contact center technology mistakes and challenges, providing insight into how companies plan to reprioritize their investments moving forward.


Enhance The Guest Experience By Cultivating Human and Technology 

Join Bradly Sax, Global Director, Guest Experience/Operational Excellence at Delaware North, to talk about customer service delivery training, voice of the customer, associate recognition, gap and metrics analysis, and continuous improvement efforts.

Why Attend

The events of 2020 asked us to re-establish our vision and priorities for the contact center. We could no longer dismiss business continuity plans, digital channels, cloud-based contact centers, automation, and distributed work environments as nice-to-haves or long-term aspirations. They became urgent necessities.
Thanks to this transformation, we have unprecedented clarity into the role of contact center technology, both new and old. We know which technologies and capabilities are most urgent - and what the process of implementing (or not implementing) those solutions will mean for our customers, agents, and businesses.
Indeed, we are in a new state of contact center technology - and this online event will explore everything you need to know about the landscape. You won't simply know which solutions can elevate your organization - you'll know how to retrain your people and restructure your operations to make the most of those innovative solutions.

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