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    Customer Contact Week Las Vegas

    June 19th - 22nd, 2023
    Caesars Forum, Las Vegas

    Revolutionize Your Customer Experience Strategy at CCW 2023

    Elevate Your Customer Strategy at the #1 Global Event Series for Customer Contact Executives

    Join world-class customer contact and CX leaders at the must-attend global event, Customer Contact Week (CCW) 2023, in Las Vegas, NV, from June 19-22, 2023. Get ready to elevate your customer strategy with cutting-edge content, expert insights, and innovative solutions. 


    Celebrating 25 Years of Connecting CX Industry Leaders

    Celebrating 25 years of connecting CX industry leaders, CCW has transformed from Call Center Week into a premier platform for groundbreaking solutions, innovative ideas, and best practices essential for contact center and CX executives.

     

    Don't Miss Out – Register Today!

    Don't miss out on this opportunity to enhance your customer contact strategy, network with the best in the business, and discover the future of customer experience. Register now and prepare to be inspired at CCW 2023.

    MAIN STAGE HEADLINERS

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    AW
    Abby Wambach
    Soccer Legend & NYTimes Best Selling Author
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    AP
    Armando (Pitbull) Pérez
    Grammy® Award-winning Musician & Entrepreneur
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    TG
    Timnit Gebru
    Founder
    Distributed Artificial Intelligence Research Institute
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    JL
    Jenn Lim
    CEO and Cofounder
    Delivering Happiness
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    MK
    Mark King
    CEO
    Taco Bell
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    JD
    Jon Dorenbos
    NFL Long Snapper & AGT Finalist
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    RJ
    Rebecca Jarvis
    Chief Business, Technology & Economics Correspondent
    ABC News

    DIGITAL TRANSFORMATION & INNOVATION

    Discover the latest strategies, tools, and technologies to drive successful digital transformation initiatives in customer contact centers. Learn how to stay ahead of the curve and leverage innovation to enhance customer experiences and optimize operations.

    FEATURED SESSIONS:

    • Learn How to Apply a Tech Intensity Framework to Maximize the Value of Your Technology, People, and Processes 
    • How to Optimize Your Tech Stack: State-of-the-Art Tools for Small Contact Centers
    • Build a Contextualized Framework for Digital Customer Engagement

    GENERATIVE AI & EMERGING TECHNOLOGIES

    Discover the potential of artificial intelligence, machine learning, and other emerging technologies in transforming customer contact experiences. Learn how to implement artificial intelligence, harness the power of data analytics, and leverage cutting-edge tools to optimize customer service delivery. 

    FEATURED SESSIONS:

    • Beyond FAQs and Chatbots: Harness the Power of Self-Service to Enhance the Assisted Customer Experience
    • Building Responsible and Ethical Customer Contact Experiences with Generative AI
    • Crafting Your Conversational AI Strategy: Achieving Fastest Time-to-Value and ROI

    OMNICHANNEL & SELF SERVICE

    Learn how to optimize your omnichannel strategy, integrate self-service options, and harness the power of conversational AI to provide a seamless, differentiated, and connected customer experience across all channels.


    FEATURED SESSIONS:

    • Knowledge is Power: Building a Comprehensive Knowledge Base to Empower Your Customer Support Teams
    • Master Social Media as a Customer Service Channel
    • Optimizing Customer Experience Strategy Through Journey Mapping
    • Digital Channels for an Omnichannel Customer Experience

    WORKFORCE MANAGEMENT

    Gain insights into managing and motivating remote and hybrid teams, hiring and retaining top talent, and implementing effective training programs. Learn how to adapt to changing workforce trends and create an environment that fosters employee growth and satisfaction.


    FEATURED SESSIONS:

    • Build a Best-in-Class Onboarding Experience for Agent Success 
    • Workforce Planning in an Unpredictable Operating Environment 
    • Create a Coaching Culture for Hybrid Talent Success 
    • CMP Research & Customer Contact Leaders of the Future

    LEADERSHIP & CULTURE


    Explore best practices for building a high-performance culture, developing strong leadership skills, and fostering employee engagement. Gain insights into creating an empathetic, diverse, and inclusive work environment to drive exceptional customer experiences.


    FEATURED SESSIONS:

    • The KPI Disconnect - Improving Agent Retention through Manager Behaviors
    • Building Resilience and Adaptability in Customer Contact Organizations 
    • Building High-Performing Teams and Leading People

    CONTACT CENTER OPERATIONS & EFFICIENCY

    Dive into practical solutions for enhancing contact center operations, increasing efficiency, and improving agent productivity. Learn from industry experts how to overcome common challenges, streamline processes, and maximize the value of your resources.

    FEATURED SESSIONS:

    • How to Optimize Agent Technology to Reduce Cost and Transform CX
    • How to Calculate the Return on Design-Based CX Improvements
    • Translating KPIs into Customer and Business Value: Financial Leadership in the Contact Center

    CUSTOMER EXPERIENCE & ENGAGEMENT

    Explore the latest trends and best practices in customer experience (CX) and engagement. Learn how to create personalized, seamless, memorable experiences across various touchpoints, leveraging journey mapping, design thinking, and other innovative strategies.


    FEATURED SESSIONS:

    • Achieving Customer Happiness: Wayfair's Journey to Unleashing the Power of CX
    • Revolutionizing Patient Relationships: Using Contact Centers to Improve Healthcare Outcomes
    • How to Empower and Energize Teams Across Your Organization with CX Insights

    INDUSTRY INSIGHTS & BEST PRACTICES 

    Industry leaders share their experiences, insights, and best practices in delivering exceptional customer service. Learn valuable lessons from real-world case studies, success stories, and expert discussions tailored to specific industries.


    FEATURED SESSIONS:

    • NYU Langone Health Pumps Life Into New Call Centers 
    • Strategies for Standardizing Customer Service in Growing Organizations
    • Innovation and Transformation: Lessons from the Las Vegas Chief Innovation Officer

    Ready to Join Us? Register Now

    SEE YOU IN

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