Fall

Customer Contact Week Nashville

October 7-9, 2026 | Omni Nashville

CCW Nashville Attendees

800+

Attendees

200+

Global Brands

50+

Sessions

20+

Average Connections Per Attendee

Top Industries

21%

Financial Services

16%

Consumer Goods & Retail

14%

Healthcare & Wellness

12%

Technology

Why Attend CCW Nashville?

Join customer contact leaders for three days of powerful insights, real-world strategies, and meaningful connections. This is where industry decision makers come to solve challenges, discover innovations, and shape the future of customer contact.

Learn

Gain fresh insights from 50+ industry leading speakers on the biggest customer contact challenges today, from AI adoption and workforce strategies, to driving measurable CX results.

Connect

Meet and exchange ideas with fellow leaders facing similar challenges. Explore live demos, discover emerging tech, and connect 1:1 with industry leading solution providers.

Build

Equip your team with actionable strategies, skills, and insights to drive performance. Leave prepared to make an immediate impact in your organization.

Inspire

Spark fresh thinking, energize your team, and build lasting relationships. You’ll leave Nashville with new perspectives that benefit your work long after the event.

All Insights, No Pitch

CCW speakers address real challenges, with real results you can take back and make meaningful change. As leaders from across the customer contact sector, our speakers encompass a diverse mix of seasoned executives from renowned brands and cutting-edge service providers to dynamic startups and influential industry thought leaders.

Need help getting approval to attend? Use our Convince Your Boss template to make the case—download it here and show your team the value CCW will bring back to your organization.

Program Themes

Explore the key themes shaping the future of customer contact. Click each theme to dive into the sessions designed to turn insight into action.

Powering the Contact Center of Tomorrow

From generative AI to the latest digital tools, discover the tech that’s transforming customer contact. These sessions offer practical guidance on how to integrate AI into your workflows to improve efficiency, customer satisfaction, and agent productivity. Don’t just follow the trend – lead it and set new industry benchmarks.

Achieve More with Less

Efficiency is everything, and automation is the key to scaling without sacrificing quality. Learn how the latest automation tools – from chat bots to RPA – are revolutionizing the contact center landscape. Learn how top brands approach helping customers help themselves and automating routine tasks, freeing up their agents to focus on what they do best: delivering world-class customer experiences.

Your Customer, Their Channel

Master the art of omnichannel engagement and seamless self-service experiences. Today’s customers expect frictionless transitions between channels – these sessions will explore how top brands meet their customers where they are. Explore strategies that reduce costs, boost efficiency, and create personalized interactions, all while delivering faster resolutions.

Redefining Customer Satisfaction

Innovation in customer experience isn’t optional – it’s what will keep you ahead of the competition. From journey mapping to design thinking, learn how to design experiences that surprise and delight at every touchpoint. These sessions help you leverage technology and creativity to drive loyalty and ensure your customers feel heard and valued.

The Power of Insight-Driven Decisions

Don’t just collect data – make it work for you. Learn how to transform data into insights that lead to actionable, performance-boosting decisions. Discover the tools that help contact centers deliver personalized experiences and real-time solutions, ensuring every interaction is meaningful and drives success.

Streamline, Optimize, Succeed

Success today means mastering digital transformation. Equip your teams to improve efficiency, cut costs, and optimize operations without sacrificing quality. Whether you’re adopting new platforms or rethinking legacy systems, these sessions offer the roadmap to a high-performing, digitally enabled customer contact organization.

Learning from the Best, Adapting to Succeed

Want to know how the industry leaders do it? These sessions offer an insider’s look at best practices that have reshaped contact centers across industries. From real-world case studies to expert-led interactive discussions, you’ll leave with strategies that you can implement right away to optimize operations, drive engagement, and improve your results.

Build a Culture That Drives Customer Success

What separates good leaders from great ones? A culture of empathy, inclusion, and relentless performance. These sessions will equip you with the leadership tools to build a high-performing contact center culture that engages agents and leads to better customer outcomes. Learn how to foster a culture that customers, and agents, can’t help but love.

Elevating Your Team, Elevating Your Results

Ensure your customer contact organization thrives by empowering the people who make it all happen. Discover how top companies are navigating remote and hybrid models, improving employee retention, and using real-time data to enhance training and engagement. Your agents are your biggest asset – learn how to manage them to deliver unmatched customer experiences.

CCW Expo Hall

Dive deep into cutting-edge technologies that are revolutionizing the contact center and powering world-class customer experiences in the CCW Expo Hall. Engage in candid discussions about AI’s potential in the contact center, experience live demos of the newest solutions on the market, and meet 1:1 with the industry’s most influential providers, all in one place.

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CCWomen

CCWomen is a professional networking community for women and allies to further their careers and establish long-lasting connections. We believe empowerment must be a collective movement that pushes everyone forward. CCWomen’s mission is to revolutionize the customer contact industry through community, one woman at a time, and together, we have the power to change the narrative.

Every year, our network grows, inspiring the team to continue delivering unparalleled experiences that leave leaders inspired and refreshed. From workshops on unlocking extraordinary leadership to powerful “one minute to boast” practice sessions, join us for the CCWomen Summit at Customer Contact Week for opportunities to nurture lasting connections and fuel fulfilling careers.

Learn More

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CMP Research

CMP Research is the research and advisory arm of Customer Management Practice that powers Customer Contact Week.

Given the rapid transformation in customer contact in recent years, our community needed fast and reliable expert guidance to navigate the future of work and inform business strategies.

CMP Research was built to help executives make better decisions faster through provider-agnostic research, advisory services, data-driven analysis and executive benchmarks. Among other priorities, we help customer contact functions improve agent experience, assess manager competency, benchmark flexibility and performance, transform customer contact career development, and optimize the self-service experience for the modern customer with technology and process improvements.

Learn More

Key Resources from CMP Research

2025-2026 Customer Contact Benchmarking Report

CMP Research Prism for Customer Analytics & Insights Tools

Employee Retention Analysis Worksheet

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Additional Information

IMPORTANT NOTICE ABOUT FRAUD

It has come to our attention that some of our sponsors/exhibitors have been contacted by third parties offering various services in connection with this event, and often implying they work with Customer Management Practice (CMP) or are associated with Customer Contact Week (CCW) events. Please be aware that these third parties are not authorized by, and have no relationship with, CMP or CCW events. CMP has reason to believe that the offers made by these third parties are fraudulent.

Delegate Lists

CMP will provide conference lists to its sponsors/exhibitors in accordance with the terms of their contracts, and as part of the sponsorship investment fee. Any third party demanding an additional fee for such lists is not authorized, does not have access to the conference list, and is likely selling fraudulent and inaccurate information. CMP cannot assume any responsibility for such lists, and sponsors/exhibitors bear the risk that the data may be inaccurate and/or not in compliance with applicable data privacy laws.

Hotel Reservations

CMP negotiates special rates for its attendees at the venue booked for the event. In order to receive these rates and other benefits for the event, sponsors/exhibitors should book through the link that will be provided to you directly by a member of the CCW event team. We have been made aware that third parties may reach out to sponsors offering to book room space for them at the event. CMP is not working with any such third parties, and any reservations they offer to make will not receive the group rates that CMP has negotiated for its attendees. CMP cannot assume any responsibility for any booing made through such third party.

Should you be contacted by one of these third-party scams, please be sure to inform us at [email protected].

Note

No third-party sales: Customer Contact Week doesn’t authorize external sales of attendee lists or travel bookings.

Scam alert: Unsolicited offers for attendee lists or hotel accommodations may be scams.

Official channels only: Use CMP-approved methods for all event arrangements.

End User pricing is applied to individuals directly employed by a brand and responsible for buying or evaluating Customer Contact and CX technology or other partnerships for their organizations.

Vendor pricing is applied to any company that offers products/solutions or consultancy services regardless of the role, responsibility, or job title of the executive considering attendance.

It is at the sole discretion of CMP and CCW to determine the applicable pricing grid by considering these guidelines.

CMP is committed to providing a welcoming and inclusive conference experience for all participants. If you have an accessibility-related need or to inform us of any dietary restrictions, please let us know in your registration profile or email us directly at [email protected], ideally at least four weeks prior to the conference.