Over 25 Years of Strategic Insights Driving
Customer Contact Innovation

The most comprehensive platform for customer contact leaders to benchmark their strategies, uncover actionable solutions, and solve critical operational challenges in real-time.

Why CCW
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January

CCW Orlando

Self-Service & AI: Optimize Customer Experiences

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World’s Largest

June

CCW Las Vegas

The World’s Largest Customer Contact Event


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October

CCW Nashville

Tech at Work: Intersection of Workforce & Technology

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8,000+

Annual Attendees

1,400+

Global Brands

20+

Industries

500+

Solution Providers

37%

Decision Makers

86%

Budget Influencers

71%

C-Suite, VP & Director

40%

Sourcing New Solutions

75%

Outsourcing Customer Operations

82%

Sourcing AI & Automation Solutions

63%

Want Facilitated Introductions Onsite

74%

Find New Solutions at CCW

Discover the Transformative Benefits of Customer Contact Week

Access proven solutions to today’s critical customer contact challenges and build a roadmap to accelerate operational efficiency. Engage with industry leaders and solution providers to gain the insights that will deliver measurable impact on your operations.

Watch Now
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Learn

Learn actionable strategies from executives who have successfully navigated the same challenges you face, and gain insights you can immediately implement to improve your customer contact operations.

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Connect

Build connections with the leaders in customer contact and CX who are transforming their organizations. Access curated opportunities to engage with partners who can help you solve your most pressing challenges.

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Build

Develop a clear strategy to future-proof your customer contact operations. Build the knowledge you need to enhance your team’s efficiency and improve customer experiences.

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Inspire

Be inspired by industry success stories that offer practical strategies for overcoming today’s challenges. Return to your organization with actionable ideas to drive transformation and growth.

Partner With Us

Actionable Strategies to See Real Results for Your Most Pressing Challenges

Customer Experience

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Proven Strategies for Exceptional CX
Discover the interaction strategies and technologies proven to drive measurable improvements in satisfaction and loyalty.

Customer Experience

Boost satisfaction and loyalty with innovative customer interaction strategies. Transform customer interactions to drive satisfaction and loyalty. Implement human-centered strategies that not only elevate customer experience, but also improve internal processes, making your organization more agile and responsive.

Real Challenges – Real Solutions

Enhancing The Customer Journey

Master end-to-end customer journey mapping to deliver seamless, personalized experiences that build lasting loyalty. Learn how continuous feedback loops and journey analytics, can optimize every touchpoint to meet evolving customer expectations.

Empower Agents

Empowered agents create exceptional customer experiences. Discover how to move beyond checklist-based assessments and data-driven scoring to improve consistency, enhance culture, and directly impact customer satisfaction.

Digitization & Humanization

Unlock the power of automation to streamline operations without losing the human connection. Learn how to balance digital tools with empathy to create efficient and personalized customer experiences.

Past Sponsors

Qualtrics XM logo featuring the word "qualtrics" followed by the letters "XM".
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IBM logo featuring bold, horizontal-striped letters against a white background.
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Past Speakers

Martha Stewart

Founder, Martha Stewart Living

Jon Taffer

Hospitality Legend, Executive Producer & Host, Bar Rescue

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Jonas Gebhardt

Director, Customer Care Product, Walmart

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Shantel Love

VP Customer Success, Pearson

AI & Automation

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Innovating in the Era of Generative AI & Agentic AI
Equip your teams to accelerate efficiency and reduce costs through smart implementation.

AI & Automation

Leverage artificial intelligence to transform your operations and redefine customer interactions. Gain actionable insights into the latest AI applications – from streamlining workflows to enhancing customer engagement.

Real Challenges – Real Solutions

Strategic Roadmaps

Turn qualitative insights into data-driven strategies that improve decision-making. Learn how AI can be applied to gamification to boost motivation and engagement, workforce optimization, and performance management to drive measurable results.

Balancing Human & AI

Balance the strengths of AI with human empathy to deliver exceptional customer experiences. Learn how to strategically deploy AI where it adds the most value, while ensuring a seamless human touch when it matters.

The Impact on Contact Center Agents

Generative AI is transforming agent roles, automating routine tasks, and enhancing, training, scheduling, and performance monitoring. Discover how AI enables agents to focus on high-value interactions, improving both productivity and job satisfaction.

Past Sponsors

Microsoft logo featuring a four-square grid and the word "Microsoft" in a clean, modern font.
AWS logo with lowercase letters "aws" above a smile-like curve, on a black background.
The image shows the Five9 logo with the word "Five9" and a cloud design above it.
Salesforce logo featuring white text inside a blue cloud shape.

Past Speakers

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Dr. Radhika Dirks

CEO & Co-Founder, XLabs

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David Glickman

CEO, Mint Mobile

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Jeff Comstock

Director, Customer Care Product, Walmart

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Dan Leiva

VP, Customer Service, eBay

Self-Service & Support

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Enhance Sales, Engagement, and Operational Efficiency
Optimize Omnichannel strategies to deliver seamless customer experiences across all touchpoints.

Self-Service & Support

Master your omnichannel strategy, integrate effective self-service options, and utilize the power of conversational AI to deliver a cohesive and superior customer experience across all touchpoints.

Real Challenges – Real Solutions

Self Service Resolution

Implement self-service solutions that not only improve customer satisfaction, but also reduce agent workload and handling time. See how digital journey insights can be used to enhance both self-service and agent support for a more cohesive experience.

Enhanced Support

Provide your customers with the support they need, when and how they need it. In today’s digitally-driven world, exceptional customer experiences are built on offering a range of support options tailored to individual preferences. Learn how leading organizations are using data to design customer-first support strategies that improve satisfaction, reduce friction, and drive long-term loyalty.

Past Sponsors

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Freshworks logo featuring a stylized leaf icon followed by the company name in lowercase letters.
Twilio logo with a circular icon containing three dots and a line next to the word "twilio" in lowercase letters.
Dark gray Google Chrome logo on a black background.

Past Speakers

A woman with long blonde hair, wearing a green blouse, stands on a stage clapping. Purple and blue lights illuminate the background.

Angie Bastian

Founder, BoomChickaPop

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Andrea Jung

President & CEO, Grameen America

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Frid Edmond

SVP Customer Engagement Centers, Marriott International

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Wilson Nieves

SVP, Customer Experience, Citizen Watch America

Workforce Optimization

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The Intersection of Workforce & Tech
Effectively attract and retain top talent and implement robust training programs to boost agent productivity and engagement.

Workforce Optimization

Leverage the intersection of technology and talent to optimize workforce performance.. Through immersive discussions, explore how advanced forecasting, scheduling, and learning strategies can drive operational efficiency while developing the next generation of empathetic and high-performing leaders.

Real Challenges – Real Solutions

Stay Ahead of Best Practices

Unlock the potential of employee engagement by creating a culture of empathy and collaboration. Learn how to implement best practices in communication, trust-building, and team engagement to drive higher productivity and retention across your customer contact organization.

Reduce Agent Turnover

Combat agent turnover with data-driven strategies that create a high-performance culture. Discover how intelligent performance scoring, tailored engagement programs, and advanced training methods can improve retention and strengthen and strengthen your competitive position.

Going Beyond Technical

Empower your workforce by integrating technical expertise with critical soft skills like adaptability, communication, and leadership. Learn how this balance drives innovation, fosters engagement, and creates a resilient workforce capable of meeting evolving customer needs.

Past Sponsors

Logo displaying the word "Avaya" in bold red font on a transparent background.
The image displays the blue logo of NICE, with the letters in bold uppercase and a registered trademark symbol at the top right.
Zenarate logo featuring a stylized "Z" design next to the text "zenarate" in lowercase letters.
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Past Speakers

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Johnny C. Taylor Jr.

President & CEO, SHRM

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Theresa Watts, PhD

SVP, Human Resources, Diversity, Equity & Inclusion, True Religion

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Aisha Ponds

Associate VP, Blue Cross NC

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Michael Wireko

VP, Customer Care, GrubHub

A crowded conference hall with attendees engaging at various booths. Signage for companies like CallMiner is visible, and people are interacting, wearing name tags and casual outfits.

“The sponsor and attendee demographic is great! As first time attendees, we’re bringing our call center supervisors to empower them with the new technology needed to stay competitive and up to date with CX trends.”

NIPR •
2024 Attendee
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“Excited to be back onsite with my full team of supervisors this time. Customer Contact Week is always enjoyable.”

Gant Travel •
2024 Attendee
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“We have a new team overseeing all branches of the contact center, and we want to give them the strongest foundation by attending Customer Contact Week to benchmark with similar businesses, discover resources, and get genuine insights from peers.”

Opportunity Bank of Montana •
2024 Attendee
A busy technology conference booth with people interacting, large screens displaying "Five9," and banners promoting AI integration and support.

“Customer Contact Week has everything I could imagine and more in terms of attendee demographic and quality of vendors. I didn’t even know some automations were available until I came here, and being able to network with others to see which vendors they recommend is invaluable.”

Reprise Financial •
2024 Attendee
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“After seeing how much was on the CCW program, we knew we needed to bring multiple people across divisions to gain the most exposure and look at ways to better our overall customer service.”

Mitutoyo •
2024 Attendee

From the CCW Blog

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Artificial Intelligence and Future Of Work
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AI-Driven Employee Scheduling abstract concept vector illustration.
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Blank display of self-service touchscreen in fast food restaurant. Modern system allows client to order food using electronic device. Digital kiosk with menu for purchase at eatery. Automated retail
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Intelligent Solutions Enhancing Customer Support in 2025
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CCWomen is a community created by women, for women and allies with the mission to revolutionize the customer contact industry.

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