Brian Cantor

Principal Analyst, CCW Digital Director CCW Digital

Day 1: Tuesday, February 9th

Tuesday, February 9th, 2021

12:30 PM Analyst Chat: 2021 CX and Customer Contact Predictions

Join Customer Management analysts Brian Cantor, Matt Wuciak and Michael DeJager as they unpack the key takeaways from CCW Digital's 2021 CX and Customer Contact Predictions report. Following a prediction overview, ask the analyst team your most pressing questions around the evolvution of customer contact in 2021.

Day 2: Wednesday, February 10th

Wednesday, February 10th, 2021

12:30 PM Executive Roundtable: Critical Strategies to Implement for Future-Proof CX

As we reflect on the transformative 2020, we know we cannot allow our customer experience challenges to linger. We cannot repeat the same mistakes. 


We cannot, however, fixate on the rear view. A reactive mindset, in fact, is the main reason so many companies struggled to scale operations and adapt to new customer demands this past year. Our focus, instead, belongs on the future. How will customer behaviors change in 2021 and beyond? What steps can make our CX companies more capable of adapting, scaling, and retooling operations in the face of more unexpected shifts?


This executive roundtable will help you future-proof your customer experience operations. Topics include:


- The most important CX objectives for 2021

- Tips for incrementally transforming your CX

- "Best practices" and solutions that are actually weakening experiences

- Playbook for rallying your entire organization around CX transformation

- Case studies of companies who are improving efficiency and dazzling customers