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June 18-22, 2018
The Mirage, Las Vegas

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CCW Vegas Official Brochure

We've designed an unrivaled program with 175+ world-class speakers and cutting-edge technologies you can't get anywhere else. With over 2,500+ expected attendees from 900+ companies and 175+ speakers, this event will be hard to miss. Some of our confirmed speakers include: ...

Featured Download

Investing in High-Potential Managers: An Interview with Troy Mills

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation ...

Developing Leaders for Contact Center Success: Docia Myer

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Education Officer of CCW University, Docia Myer joins us to share a little m ...

CCW University: Future Leaders Certification Program

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here!

Considering Customer Service as a Sales Tool

The two best ways to improve operations of a business are to increase sales or decrease costs. In today’s environment, decreasing costs is difficult which is why so many companies focus on increasing sales. Businesses work to increase sales through marketing, prospects, tradeshows, direct sales a ...

Exclusive Content

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: Embracing a digital friendly futureUsing data to improve CX through personalizationChatbots and Customer EngagementMillennial Expectations from Chatbots ExperiencesTop Tips for...

Chatbots Supporting Customer Contact

Chatbots remain a controversial topic in customer contact. Do they simply represent cost savings, addressing lower value interactions, or if used correctly, can they actually add value to customer interactions? From master classes to interactive discussion groups, CCW Vegas takes a deep dive into chatbots and what they can mean...

A.I. at Customer Contact Week

AI should be utilized to better identify and understand the customer’s needs and enhance their experience. Additionally, AI has the ability to assist your call center agents to deliver reliable service and achieve high customer satisfaction by delivering world-class service with speed and efficiency. From master classes to interactive discussion...

Culture at Customer Contact Week

Culture is the core to your business. It drives performance, supports your business goals, it engages your employees to love your brand, and promotes employee retention. However, developing and cultivating company culture begins with you. From master classes to interactive discussion groups, CCW Vegas takes a deep dive into culture...

Chapter 1: "Would You Do That to Your Mother?" by Jeanne Bliss

Jeanne Bliss's new book, "Would You Do That to Your Mother?" will be exclusively released to the customer contact community at Customer Contact Week this June 18-22 in Las Vegas! Jeanne will be doing a book signing after her Keynote on Wednesday, June 20th. Get an exclusive sneak peak of...

Keynote Feature: Jeanne Bliss

In this interview, Jeanne Bliss discusses transformational CX, the importance of speed & efficiency in customer service, the #MakeMomProud movement and her new book, "Would You Do That to Your Mother?" Jeanne Bliss will be a keynote at CCW Vegas this June 18-22. She will have a book signing and meet...

Fast Track Your Attendance

2017 CCW Vegas Past Attendee Snapshot

Inerested in joining us in Las Vegas this June? Take a look at who attended CCW Vegas last year! If you want a copy via e-mail, contact us. 

Customer Contact Week Vegas: Early Intel Part One

CCW VEGAS. IS. BACK. The world's largest customer contact event is back... and you won't want to miss it. We're designing an unrivaled program with even more world-class speakers and cutting-edge technologies you can't get anywhere else. Plus, we throw a pretty good cocktail party. Check out the early intel...

Customer Contact Week Vegas: Early Intel Part 2

CCW VEGAS. IS. BACK. The world's largest customer contact event is back... and you won't want to miss it. We're designing an unrivaled program with even more world-class speakers and cutting-edge technologies you can't get anywhere else. Plus, we throw a pretty good cocktail party. Check out the early intel...

Customer Contact Week Vegas: Early Intel Part 3

CCW VEGAS. IS. BACK. The world's largest customer contact event is back... and you won't want to miss it. We're designing an unrivaled program with even more world-class speakers and cutting-edge technologies you can't get anywhere else. Plus, we throw a pretty good cocktail party. Check out the early intel...

2018 CCW Vegas ROI Toolkit

Thinking about attending CCW Vegas? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI Toolkit includes:Convince your boss letterTop reasons to attendEstimated Budget Expense SheetRegistration Formand more!If you would like a copy of...

CCW Vegas Current Attendee Snapshot

Interested to see who will be joining you at CCW in Las Vegas? Meet representatives from Fortune 500 and Global 1,000 companies this June.Take a look at our current attendee list. (Last updated 6/11/2018)Email enquiry@iqpc.com if you'd like a copy sent directly to you.

Laying the Groundwork for the Future Success of High Potential Managers

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs and Chiefs. The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools...

Expert Interviews

Expert Interview: Kelli Durkin

Kelli Durkin is VP of Customer Service at Chewy. In her position, she oversees an award-winning customer service department that provides an exceptional level of service to Chewy customers. A native of Central Florida, Kelli is the proud pet parent of Bruno, a five-year old French Bulldog, and Wynnie, a...

Expert Interview: Jason Bradshaw

Jason Bradshaw, the Chief Customer Officer at Volkswagen Group Australia shares with us unique philosophy, career journey and deep passion for customer experience. In this interview, Jason talks about using A.I. technologies in the contact center, leveraging automation as a key strategy and what speed and efficiency means for his...

Expert Interview: Nick Friedman

Nick Friedman is President and Co-Founder of College Hunks Hauling Junk and College Hunks Moving, the largest and fastest growing junk removal and moving franchise opportunity in North America. Nick started the business in college with his childhood best friend, now business partner, Omar Soliman in a beat up cargo...

Sponsorship Information

2018 Sponsorship Prospectus

 Interested in participating as a sponsor or exhibitor? Great! Download the sponsorship prospectus or request a copy via email and let's get the conversation started.

2018 Attendee Profile Report Preview

We just released a preview of the Attendee Profile Report with more information about the executives attending Customer Contact Week this June 18-22 in Las Vegas! The report features stats on CCW Vegas attendees including:Who controls or influences budgetIndustry breakdownCompany sizes & average # of seats per siteAnnual company revenueInterested...

Whitepapers

Special Report: CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of...

CCW Executive Report: Contact Center Priorities for 2018

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge.All organizations can, however, set fundamental goals for the coming year – and why those...

Special Report: 2018 Customer Contact Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important? What new trends, ideas and “best practices” will...

Rethink Contact Center Learning: Elevate the Customer Experience

The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely arriving.Amid all that change, one thing remains constant: the importance of agent development.Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly...

The Importance of Speed & Efficiency

Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave quick resolutions, so speed...

Special Report: Retail CX

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.While...

Special Report: Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the...

Special Report: Customer Experience Personalization

Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.Businesses are not, however, universally delivering customer experiences. Some struggle to even define personalization -- and determine where it fits into the customer experience journey.This Special Report eliminates...

Special Report: Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.There a simple key to delivering this superior experience: understanding customer intent.Customer intent...

Special Report: CX Automation

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact...

2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.Driven by...

Post Show Report

2017 CCW Vegas: Post Show Report

CCW Vegas 2017 was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, industry trends discovered and lessons learned at the event, and so much...

Sponsor Thought Leaders Q&A

Industry Perspectives: Monet Software

Monet Software is a global provider of workforce optimization software solutions for contact centers and help-desks and is a partner for CCW Vegas this June 18-22 who will be at the Expo Hall presenting their solutions. CCW recently interviewed Nino Pozgaj on the top challenges and future advancements in the ...

Industry Perspectives: SmartAction

SmartAction is transforming customer self-service with Artificial Intelligence (AI). They work with businesses to create an environment where conversational AI handles complex customer service inquiries in every channel—voice, SMS text, web chat, Facebook Messenger, and Skype—allowing live customer service agents to focus on engagements that require the human touch. By...

Industry Perspectives: Etech Global Services

Etech Global Services is a leading provider of customer engagement solutions for many of the nworld’s most trusted brands. Etech’s industry-leading technology services, like Etech Insights division, provides you with analytics and insights into your customer interactions. Our services enable you to enhance customer experience, increase sales results, meet all...

Industry Perspectives: Solvvy

Solvvy delivers an effortless and intelligent self-service experience for customers powered by advanced machine learning and artificial intelligence. Companies immediately reduce ticket volume by 15-20% and lower operating costs while simultaneously improving customer satisfaction. Solvvy can be deployed in a matter of hours with no engineering effort required. It seamlessly...

Industry Perspectives: Talentkeepers

Energize your employee engagement and agent retention efforts with TalentKeepers, the contact center industry leader in talent management strategies and solutions. TalentKeepers' proven, awardwinning products span the employee life cycle, igniting commitment, fueling engagement and enabling employees at all levels to excel in their role. They can help with innovative...

Industry Perspectives: ZaiLab

ZaiLab is a next-generation software company specializing in omnichannel contact center software based in the cloud. The self-proclaimed new kid on the block designs contact center software for businesses of all sizes, particularly small to medium contact centers looking for a cost-effective way to personalize routing, improve client conversations and...

Industry Perspectives: Freshworks

Girish Mathrubootham is the founder and CEO of Freshworks, one of the world’s fastest-growing SaaS product company, winning the Economic Times Startup of the Year in 2016, and the Business Standard Startup of the Year in 2017. Freshworks now has a suite of products for businesses worldwide - Freshdesk, Freshservice, Freshsales, Freshcaller,...

Industry Perspectives: Nextcaller

Next Caller partners with enterprise businesses to authenticate callers and to prevent identity theft, account takeover, and other types of fraud in the call center. By rigorously analyzing call metadata, Next Caller determines whether a call comes from the device owning the number, or if spoofing or other nefarious activity...

Industry Perspectives: Claro!

Claro!'s service isn’t just about answering calls, it’s about using communication and technology to elevate your customer experience and develop effective, flexible omnichannel solutions that improve your bottom line. Claro! offers call center support, customer experience design and loyalty-VIP program management.They consistently deliver 99.99% up-time, 98% live-agent call quality and...

Industry Perspectives: Kustomer

Kustomer is the modern platform for customer experience and support, enabling companies to know everything about every customer to drive informed actions and increase lifetime value. Used by Glossier, Outdoor Voices, Slice and more, Kustomer provides brands with a fully actionable view of every customer's lifetime of interactions, purchases, returns...