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June 24 - 28, 2019
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 ...

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 Chatbot...

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.

Post Show Report

2018 Vegas Post Show Report

CCW Vegas 2018 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, event highlights, award winners, and so much more. Check out the CCW...

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...

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...

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.

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...

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...