# Customer Contact Week

> Visit the Customer Contact Week Blog to read news, tips and insights from the CX industry

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## Pages

- [CCW Nashville Brochure 2025](https://www.customercontactweek.com/ccw-nashville/ccw-nashville-brochure-2025/): CCW Nashville | October 2025 CCW Nashville Brochure Discover the Value of Customer Contact Week Nashville. Click the image below to open the
- [Experience Giveaway Form](https://www.customercontactweek.com/ccw-lasvegas/experience-giveaway-form/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.
- [CCW After Party](https://www.customercontactweek.com/ccw-lasvegas/ccw-after-party/): Join us for the official After Party to kick off CCW Las Vegas 2025 at the legendary Drai's Nightclub.
- [CCW Welcome Party](https://www.customercontactweek.com/ccw-lasvegas/ccw-welcome-party/): Join us for the official Welcome Party to kick off CCW Las Vegas 2025 at the Brooklyn Bowl.
- [Presentations](https://www.customercontactweek.com/ccw-lasvegas/presentations/): This content is password protected. To view it please enter your password below: Password: Enter
- [Actives FAQ LP](https://www.customercontactweek.com/ccw-lasvegas/actives-faq-lp/): CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Email Us About CCW Las
- [Early Event Info 2025](https://www.customercontactweek.com/ccw-nashville/early-event-info-2025/): CCW Nashville | October 2025 Early Event Info Discover the Value of Customer Contact Week Nashville. Click the image below to open the Early Event
- [2025 Vendor Solutions Snapshot](https://www.customercontactweek.com/ccw-lasvegas/2025-vendor-solutions-snapshot/): Discover the 2025 Vendor Solutions Snapshot from Customer Contact Week—200+ providers leading the way in CX, AI, remote work, and digital customer service tools
- [CCWomen](https://www.customercontactweek.com/team-ccw/ccwomen/): Join the CCWomen Summit for empowering strategies and unparalleled opportunities to nurture lasting connections and fuel fulfilling careers.
- [Early Attendee Profile Report Open](https://www.customercontactweek.com/ccw-lasvegas/early-attendee-profile-report-open/): CCW Las Vegas | June 2025  Early Attendee Profile Report   Learn more about our CCW Vegas attendees!  Click the image below to open the report!
- [Onsite Experience](https://www.customercontactweek.com/ccw-lasvegas/onsite-experience/): Get a look at what to expect onsite this year at CCW Las Vegas, from smart technology to getting in the game with some peer competition.
- [Parloa Customer Pass Form](https://www.customercontactweek.com/ccw-lasvegas/parloa-customer-pass-form/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.
- [CCWomen Resources Open](https://www.customercontactweek.com/ccw-lasvegas/ccwomen-resources-open/): CCW Las Vegas | June 2025 CCWomen Resources Hear more from CCWomen at Customer Contact Week, June 9-12 in Las Vegas, during the CCWomen Summit, networking
- [CMP Research Prism Whitepaper Open](https://www.customercontactweek.com/ccw-lasvegas/cmp-research-prism-whitepaper-open/): CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer
- [CMP Research 2025-2026 Customer Contact Benchmarking Report Open](https://www.customercontactweek.com/ccw-lasvegas/cmp-research-2025-2026-customer-contact-benchmarking-report-open/): CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report To gain deeper insights into the most pressing challenges and
- [CMP Research 2025-2026 Customer Contact Benchmarking Report](https://www.customercontactweek.com/ccw-lasvegas/cmp-research-2025-2026-customer-contact-benchmarking-report/): CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report 2025 - 2026 Customer Contact Benchmarking Report To gain deeper
- [Attendee Resources](https://www.customercontactweek.com/ccw-lasvegas/attendee-resources/): CCW Las Vegas | June 2025 Attendee Resources Content Resources 2025 CCW Las Vegas Event Brochure 2025 Vendor Solutions Snapshot 2025 Current Attendee
- [Speaker Frid Edmond](https://www.customercontactweek.com/ccw-lasvegas/speaker-frid-edmond/): Hear from Frid Edmond at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [2024 Post Show Report](https://www.customercontactweek.com/ccw-nashville/2024-post-show-report/): CCW Nashville | October 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a
- [Speaker Geoff Burbridge](https://www.customercontactweek.com/ccw-lasvegas/speaker-geoff-burbridge/): Hear from Geoff Burbridge at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [2025 Current Attendee Snapshot](https://www.customercontactweek.com/ccw-lasvegas/2025-current-attendee-snapshot/): CCW Las Vegas | June 2025 2025 Current Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who's attending Customer
- [CMP Research Prism Whitepaper](https://www.customercontactweek.com/ccw-lasvegas/cmp-research-prism-whitepaper/): CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer
- [Host Rebecca Jarvis](https://www.customercontactweek.com/ccw-lasvegas/host-rebecca-jarvis/): Hear from Rebecca Jarvis at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Speaker Mike Eruzione](https://www.customercontactweek.com/ccw-lasvegas/speaker-mike-eruzione/): Hear from Mike Eruzione at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Speaker Chad Foster](https://www.customercontactweek.com/ccw-lasvegas/speaker-chad-foster/): Hear from Chad Foster at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Speaker Zack Kass](https://www.customercontactweek.com/ccw-lasvegas/speaker-zack-kass/): Hear from Zack Kass at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Speaker Manjit Minhas](https://www.customercontactweek.com/ccw-lasvegas/speaker-manjit-minhas/): Hear from Manjit Minhas at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Speaker Guy Fieri](https://www.customercontactweek.com/ccw-lasvegas/speaker-guy-fieri/): Hear from Guy Fieri at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Educational LP Event Brochure](https://www.customercontactweek.com/ccw-lasvegas/educational-lp-event-brochure/): CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas View The Brochure
- [State of Generative & Agentic AI](https://www.customercontactweek.com/ccw-lasvegas/state-of-generative-agentic-ai/): CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Complete the form below to access the Market
- [Educational LP Actives](https://www.customercontactweek.com/ccw-lasvegas/educational-lp-actives/): CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Learn More Email Us
- [Educational LP Register](https://www.customercontactweek.com/ccw-lasvegas/educational-lp-register/): CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Get Your Pass View The
- [2024 Post Show Report](https://www.customercontactweek.com/ccw-lasvegas/2024psr/): CCW Las Vegas | June 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a
- [2025 Past Attendee Snapshot](https://www.customercontactweek.com/ccw-lasvegas/2025pas/): CCW Las Vegas | June 2025 2025 Past Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who attended Customer Contact Week
- [Brochure](https://www.customercontactweek.com/ccw-lasvegas/brochure/): CCW Las Vegas | June 2025 Event Brochure Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form
- [State of Generative & Agentic AI - Open](https://www.customercontactweek.com/ccw-lasvegas/state-of-generative-agentic-ai-open/): CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Click the image below to open the report.
- [Brochure - Open](https://www.customercontactweek.com/ccw-lasvegas/brochure-open/): CCW Las Vegas | June 2025  Event Brochure   Discover the Value of Customer Contact Week.  Click the image below to open the brochure!
- [Las Vegas - Overview SANDBOX](https://www.customercontactweek.com/las-vegas-overview-sandbox/): Join Customer Contact Week in Las Vegas for premier customer service workshops, expert speakers, and networking opportunities.
- [Employee Retention Analysis and Improvement - Open](https://www.customercontactweek.com/ccw-lasvegas/eraiworksheet-open/): CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers
- [Employee Retention Analysis and Improvement](https://www.customercontactweek.com/ccw-lasvegas/eraiworksheet/): CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers
- [FAQs](https://www.customercontactweek.com/faqs/): Frequently Asked Questions and their answers! Where can I find Venue Information? Hotel and travel information can be found on the Registration pages of
- [Register Now](https://www.customercontactweek.com/register/): Register Now Join Us at a Customer Contact Week Event CCW Summer | june 2025 Las Vegas Register Now The World's Largest Customer Contact Event At Customer
- [Speakers](https://www.customercontactweek.com/ccw-nashville/speakers/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.
- [Registration](https://www.customercontactweek.com/ccw-lasvegas/registration/): Register for Customer Contact Week in Las Vegas today and unlock access to exclusive sessions, expert insights, and networking opportunities.
- [Schedule](https://www.customercontactweek.com/ccw-lasvegas/schedule/): Explore the complete events schedule for Customer Contact Week in Las Vegas, featuring keynote speakers and hands-on workshops.
- [Speakers](https://www.customercontactweek.com/ccw-lasvegas/speakers/): Discover the renowned speakers at CCW Las Vegas, delivering insights on the future of customer service and contact center success.
- [Sponsors](https://www.customercontactweek.com/ccw-lasvegas/sponsors/): Meet the sponsors of CCW Las Vegas, driving innovation and excellence in customer service and contact center operations.
- [Excellence Awards](https://www.customercontactweek.com/ccw-lasvegas/excellence/): CCW Las Vegas | June 2025 Excellence Awards The Industry's Most Exciting Night of the Year The CCW Excellence Awards recognize the most
- [Resources](https://www.customercontactweek.com/ccw-lasvegas/resources/): CCW Las Vegas | June 2025 Resources Content Resources Prefer email? Reach out to be sent any report via email instead! Vendor Solutions Snapshot 2025
- [Registration](https://www.customercontactweek.com/ccw-nashville/registration/): Don't miss CCW Nashville 2025! Register now for exclusive group discounts & promo rates. Join CX professionals Oct 22-24 at The Omni Nashville. Sign up today!
- [Schedule](https://www.customercontactweek.com/ccw-nashville/schedule/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.
- [Sponsors](https://www.customercontactweek.com/ccw-nashville/sponsors/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.
- [Resources](https://www.customercontactweek.com/ccw-nashville/resources/): Stay ahead with CCW Nashville 2025 content resources! Get insights on AI-powered customer interactions, chatbots, and CX innovations. Read now.
- [CCW Team Profiles](https://www.customercontactweek.com/team-ccw/ccw-team-profiles/): team ccw CCW Series Team Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will
- [Prospectus](https://www.customercontactweek.com/ccw-lasvegas/prospectus/): CCW Las Vegas | June 2025 Sponsorship Prospectus Discover the Value of Customer Contact Week Complete the form below to access the Sponsorship Prospectus.
- [Brochure](https://www.customercontactweek.com/ccw-nashville/brochure/): Discover how CCW Nashville 2025 empowers customer contact leaders with insights on AI, CX, digital transformation, and leadership. Download the brochure!
- [Terms and Conditions](https://www.customercontactweek.com/terms-conditions/): Terms and Conditions Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by providing reasonable advance notice to
- [Cookie Policy](https://www.customercontactweek.com/cookie-policy/): Cookie Policy Last updated 7th June 2019 This Cookie Policy explains how cookies and similar technologies (collectively, “Cookie(s)”) are used when you
- [Nashville - Overview](https://www.customercontactweek.com/ccw-nashville/): Discover groundbreaking strategies and tools at Customer Contact Week in Nashville to elevate your customer service experience.
- [Las Vegas - Overview](https://www.customercontactweek.com/ccw-lasvegas/): Join Customer Contact Week in Las Vegas for premier customer service workshops, expert speakers, and networking opportunities.
- [Orlando - Overview](https://www.customercontactweek.com/ccw-orlando/): Attend Customer Contact Week in Orlando for actionable insights and strategies to enhance your customer service operations.
- [Sponsors](https://www.customercontactweek.com/sponsors/): Discover the sponsors behind Customer Contact Week, supporting the advancement of customer service and contact center innovation.
- [Contact](https://www.customercontactweek.com/team-ccw/contact/): Connect with the experts at Customer Contact Week for innovative strategies and solutions to transform your customer experience.
- [About Team CCW](https://www.customercontactweek.com/team-ccw/): Learn about the team behind Customer Contact Week, dedicated to empowering businesses with customer service and experience solutions.
- [CCW Advisory Board](https://www.customercontactweek.com/team-ccw/advisory-board/): Meet the CCW Advisory Board, featuring industry leaders shaping the future of customer contact at Customer Contact Week events.
- [Blog](https://www.customercontactweek.com/team-ccw/blog/): Visit the Customer Contact Week Blog to read news, tips and insights from the CX industry
- [Home](https://www.customercontactweek.com/): Customer Contact Week is the world's largest customer contact event. Learn more and register here.

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## Posts

- [Reskilling and Upskilling Your Workforce Through AI and Automation](https://www.customercontactweek.com/team-ccw/blog/reskilling-upskilling/): Discover how AI & automation are transforming workforce development through smarter reskilling & upskilling strategies. Learn how to future-proof your team for the digital age.
- [How AI & Robotics Are Reshaping the Workforce](https://www.customercontactweek.com/team-ccw/blog/ai-and-robotics/): Explore how AI and robotics are transforming the workforce, driving automation, enhancing employee performance, and reshaping the future of work in contact centers and beyond.
- [Intelligent Solutions Enhancing Customer Support in 2025](https://www.customercontactweek.com/team-ccw/blog/ai-enhanced-cx/): Discover how AI self service is transforming customer support in 2025 with intelligent solutions that boost satisfaction, efficiency, and personalization
- [How Automation is Empowering Smarter Business Strategies](https://www.customercontactweek.com/team-ccw/blog/ai-decision-making/): Learn how automation, predictive analytics, and AI-powered insights can drive data-backed decisions for efficiency and growth. Explore the future of AI in business with CCW.
- [The Rise of Self-Service: How 2025 Will Redefine Customer Support](https://www.customercontactweek.com/team-ccw/blog/redefining-customer-support/): Explore how self-service customer service and AI tools are transforming support in 2025 with proactive solutions and best practices for the future
- [AI-Powered Customer Interactions: What’s Next for Chatbots and Virtual Assistants in 2025?](https://www.customercontactweek.com/team-ccw/blog/next-for-chatbots/): Discover the future of AI chatbots and virtual assistants in 2025 with Customer Contact Week. Learn how AI enhances omnichannel service and digital-first engagement
- [Navigating the Omnichannel Experience in Customer Service](https://www.customercontactweek.com/team-ccw/blog/omnichannel-service/): Discover how Omnichannel Customer Service is transforming customer journeys, and how businesses can create seamless, personalized experiences across all channels.
- [How AI is Revolutionizing Customer Experience](https://www.customercontactweek.com/team-ccw/blog/ai-segmentation/): AI is transforming customer segmentation with predictive analytics & machine learning. Learn how businesses enhance personalization & grow with AI.
- [Using Agentic AI for Customer Service](https://www.customercontactweek.com/team-ccw/blog/agentic-ai/): Learn about Agentic AI's role in customer service, from automating tasks to enhancing satisfaction, and register for CCW today!
- [Driving Customer Service Success with Data](https://www.customercontactweek.com/team-ccw/blog/cx-analytics/): Explore ways to leverage data and analytics to maximize customer service success at the CCW blog, and register for CCW Orlando today!
- [The 3 C's of Customer Contact](https://www.customercontactweek.com/team-ccw/blog/three-cs-of-customer-contact/): Learn about the 3 C's of customer contact—connection, consistency, and care—at Customer Contact Week.
- [Powering the Contact Center of Tomorrow: AI, Digital Tools, and Channel & Self-Service Strategy for Efficiency and Customer Satisfaction](https://www.customercontactweek.com/team-ccw/blog/self-service-strategy/): Discover the latest AI and digital tools for contact centers at Customer Contact Week to boost efficiency and satisfaction.
- [Building a Culture That Drives Customer Success: Leadership & Culture Transformation for High-Performing Contact Centers](https://www.customercontactweek.com/team-ccw/blog/leadership-culture-transformation/): Explore how to build a culture that fosters customer success and employee engagement at Customer Contact Week.
- [Mastering Workforce Management & Agent Experience to Drive Employee Retention and Unmatched Customer Experiences](https://www.customercontactweek.com/team-ccw/blog/management-agent-experience/): Effective workforce management and enhancing agent experience are critical drivers for both employee retention and delivering exceptional customer service. Let’s dive into how it’s done.
- [Insights and Best Practices for Exceptional Customer Service](https://www.customercontactweek.com/team-ccw/blog/omnichannel-best-practices/): Explore these key strategies, some real-world examples, and additional expert tips that help businesses enhance their customer service experience.
- [Transforming Customer Contact: The Impact of Generative AI and Automation on Personalization and Performance](https://www.customercontactweek.com/team-ccw/blog/ai-cx/): Read on to dive into some current trends, benefits, and practical applications of the space as well as address potential challenges and future implications for customer contact centers and businesses.
- [Strategies and Technologies for Optimizing Omnichannel and Self-Service Solutions](https://www.customercontactweek.com/team-ccw/blog/omnichannel-tech/): Explore effective strategies and cutting-edge technologies for enhancing omnichannel and self-service solutions at CCW Nashville 2025.
- [Trends and Strategies for Personalized Engagement and Revolutionized CX](https://www.customercontactweek.com/team-ccw/blog/cx-trends/): Explore current trends in personalized engagement for enhanced overall experience and learn top strategies for revolutionizing your customer experience.
- [Optimizing Contact Center Operations: Expert Solutions for Efficiency and Productivity](https://www.customercontactweek.com/team-ccw/blog/cx-efficiency/): Discover expert solutions for efficiency and productivity in contact centers. Learn best practices, technologies, and strategies at Customer Contact Week Nashville.
- [Real-World Success Stories and Expert Tips for Exceptional Customer Service](https://www.customercontactweek.com/team-ccw/blog/success-stories/): Read real-world success stories and expert tips to elevate your customer service. Learn strategies, best practices, and actionable insights to improve customer satisfaction.
- [Creating a High-Performance Culture: Leadership, Engagement, and Inclusivity for Exceptional Customer Experiences](https://www.customercontactweek.com/team-ccw/blog/leadership-culture/): Discover strategies for building a high-performance culture in customer contact centers. Learn how leadership, employee engagement, and inclusivity drive exceptional customer experiences.
- [Mastering Remote & Hybrid Teams for Retention, Training, and Development](https://www.customercontactweek.com/team-ccw/blog/workforce-management/): Discover effective strategies for managing remote and hybrid teams to enhance retention, training, and development at CCW Nashville.
- [5 Effective Customer Engagement Strategy Tips for Unforgettable Customer Experiences](https://www.customercontactweek.com/team-ccw/blog/effective-customer-engagement-strategy-tips/): How do you craft an effective strategy to help keep your customers happy and grow your business? Find 5 effective ways to improve customer engagement here.
- [5 Ways to Improve Contact Center Efficiency & Maximize the Value of Your Resources](https://www.customercontactweek.com/team-ccw/blog/how-to-improve-contact-center-efficiency/): Is your customer contact center providing the best customer experience without breaking the bank? Learn how to maximize contact center efficiency here.
- [Why Fostering an Inclusive Customer Experience Starts With An Inclusive Employee Experience](https://www.customercontactweek.com/team-ccw/blog/inclusive-customer-experience-starts-with-inclusive-employee-experience/): Fostering an inclusive customer experience starts ‘at home’ by creating an inclusive employee experience. Learn tips for customer inclusivity here.
- [How to Choose the Best Workforce Management Solution for Hybrid & Remote Workers](https://www.customercontactweek.com/team-ccw/blog/how-to-choose-workforce-management-solution-for-remote-workers/): Discover workforce management solutions at Customer Contact Week to optimize remote teams, boost retention, and enhance customer experiences

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# Detailed Content


## Pages

> CCW Nashville | October 2025 CCW Nashville Brochure Discover the Value of Customer Contact Week Nashville. Click the image below to open the

- Published: 2025-05-29
- Modified: 2025-05-29
- URL: https://www.customercontactweek.com/ccw-nashville/ccw-nashville-brochure-2025/

CCW Nashville | October 2025 CCW Nashville Brochure Discover the Value of Customer Contact Week Nashville. Click the image below to open the brochure!

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2025-05-22
- Modified: 2025-05-22
- URL: https://www.customercontactweek.com/ccw-lasvegas/experience-giveaway-form/

CCW Las Vegas | June 2025 The Sphere Giveaway Enter to win 2 tickets to see Kenny Chesney at The Sphere Giveaway open for End User attendees for CCW Las Vegas 2025. Winners will be selected and notified Monday June 9. Must be registered and checked in to the event to collect tickets. Wednesday, June 11 8:00PM The Sphere 255 Sands Ave, Las Vegas, NV 89169 Submit your entry below! hbspt. forms. create({ portalId: "48487506", formId: "2a276002-4329-44b1-aeaa-109a9c45d615", region: "na1" });

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> Join us for the official After Party to kick off CCW Las Vegas 2025 at the legendary Drai's Nightclub.

- Published: 2025-05-20
- Modified: 2025-05-21
- URL: https://www.customercontactweek.com/ccw-lasvegas/ccw-after-party/

CCW Las Vegas After Party The CCW After Party is open to registered attendees of Customer Contact Week Las Vegas only. Attendees will be required to scan their badges and show photo ID upon entry. Register Now Wednesday, June 11 8:00PM - 11:00PM Drai's Nightclub 3595 S Las Vegas Blvd, Las Vegas, NV 89109 Register Now

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> Join us for the official Welcome Party to kick off CCW Las Vegas 2025 at the Brooklyn Bowl.

- Published: 2025-05-20
- Modified: 2025-05-20
- URL: https://www.customercontactweek.com/ccw-lasvegas/ccw-welcome-party/

CCW Las Vegas Welcome Party The CCW Welcome Party is open to valid, registered attendees of Customer Contact Week Las Vegas only. Attendees will be required to scan their badges and show photo ID upon entry. Monday, June 9 6:00PM - 8:00PM Brooklyn Bowl 3545 S Las Vegas Blvd, Las Vegas, NV 89109 Register Now

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- Published: 2025-05-15
- Modified: 2025-05-15
- URL: https://www.customercontactweek.com/ccw-lasvegas/presentations/

This content is password protected. To view it please enter your password below: Password: Enter

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> CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Email Us About CCW Las

- Published: 2025-05-08
- Modified: 2025-05-08
- URL: https://www.customercontactweek.com/ccw-lasvegas/actives-faq-lp/

CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Email Us About CCW Las Vegas What You’ll Experience:A one-of-a-kind 3-day conference experience built for customer contact and CX professionals — packed with inspiring keynotes, hands-on workshops, real-world case studies, and the world's largest expo hall in the industry. What You’ll Learn:Strategies and insights from CX leaders at brands like Amazon, T-Mobile, and American Express — covering what’s working now and how to future-proof your customer experience. What You’ll Dive Into:75+ sessions, roundtables, and networking events focused on AI, self-service, digital innovation, customer loyalty, workforce transformation, and more — all curated to help you solve real challenges and spark new ideas. What You’ll Walk Away With:Actionable takeaways, practical tools, and new connections that will energize your strategy and make a real impact on your team — whether you’re leading operations, tech, or customer experience. Email Us Why do I need to email you? Great question — emailing us is the fastest way to get personalized info. Whether you’re curious about the agenda, pricing, or if the event is a good fit for your goals, our team will respond directly (no bots! ) to help you out. No spam, no pressure — just real answers from real people. What happens after I email you? Once you reach out, our team will personally follow up to answer your questions and help you decide if CCW Las Vegas is right for you. No spam. No pressure. What will you do with my information? We’ll only use your information to respond to your request and provide helpful updates about CCW Las Vegas — like agenda previews, speaker announcements, and exclusive offers. We never sell your data, and you can opt out anytime. Your privacy and trust mean everything to us.

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> CCW Nashville | October 2025 Early Event Info Discover the Value of Customer Contact Week Nashville. Click the image below to open the Early Event

- Published: 2025-05-01
- Modified: 2025-05-01
- URL: https://www.customercontactweek.com/ccw-nashville/early-event-info-2025/

CCW Nashville | October 2025 Early Event Info Discover the Value of Customer Contact Week Nashville. Click the image below to open the Early Event info!

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> Discover the 2025 Vendor Solutions Snapshot from Customer Contact Week—200+ providers leading the way in CX, AI, remote work, and digital customer service tools

- Published: 2025-04-28
- Modified: 2025-04-29
- URL: https://www.customercontactweek.com/ccw-lasvegas/2025-vendor-solutions-snapshot/

CCW Las Vegas | June 2025 2025 Vendor Solutions Snapshot Discover the Value of Customer Contact Week Check out 200+ industry-leading providers you will meet onsite who are driving innovation and solving today’s biggest challenges, organized into top solution categories. Complete the form below to access the list. Or, send us a note to request the snapshot via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> Join the CCWomen Summit for empowering strategies and unparalleled opportunities to nurture lasting connections and fuel fulfilling careers.

- Published: 2025-04-25
- Modified: 2025-05-13
- URL: https://www.customercontactweek.com/team-ccw/ccwomen/

customer contact week CCWomen CCWomen is a community created by women, for women and allies. Join CCWomen at the next Customer Contact Week event. Register For CCW Learn More About CCWomen CCWomenLas Vegas At CCWomen, what happens in Las Vegas doesn’t stay in Las Vegas. Attendees created one-of-a-kind memories engaging with one another while embodying 2024's theme, Empower Together. Every year, the CCWomen 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, the CCWomen Las Vegas Summit was jam packed with opportunities to nurture lasting connections and fuel fulfilling careers. Get the CCWomen Las Vegas Agenda CCWomen Nashville With an incredible lineup of speakers and powerful stories that drove people to action, the energy that brought Nashville's CCWomen summit to life was palpable. Authentic connections formed in real time as women and allies came together to drive positive change and define impactful leadership. In true Nashville fashion, the day ended with an electrifying line dancing session, but CCWomen's empowerment work goes beyond its events. The community continues to learn how to step in and show up to embody collective success, one woman at a time.   CCWomenOrlando The CCWomen January Summit was one of many firsts. It was the team's first time hosting their CCWomen Summit in Orlando, and also the exciting inaugural launch of their magazine, Stronger Together: Empowering Women in Business. CCWomen has always centered its purpose on building a safe space to grow. Together, women explored how to foster resilience, embody confident leadership, narrate an impactful story, and more.   Stronger Together, Issue 1 CCWomen Takes NYC In the first week of December 2024, Sandy Ko Fonseca stood proudly in the heart of Times Square, illuminated by resplendent city lights and a slideshow of photos and videos that captured the CCWomen spirit. With a light flurry of snow creating a scenic backdrop for her walk down memory lane, she witnessed just a glimpse of her handiwork—a vibrant network of women leaders who found sanctuary in one another. CCWomen+ members gathered for their first NYC-based meetup to enjoy festive dining, mingling, and sightseeing. From the city streets, the four-star restaurants, and a specially rented photo studio, attendees kindled an endless stream of inspiration and warmth. It was a wonder to convene with those who actively pushed the CCWomen mission forward, and representing their achievements on the Big Apple’s brightest stage was one of many ways to celebrate the platform’s progress. Join CCWomen Attend the next CCWomen Summit, only at Customer Contact Week. Register for CCW Learn More About CCWomen

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> CCW Las Vegas | June 2025 Early Attendee Profile Report Learn more about our CCW Vegas attendees! Click the image below to open the report!

- Published: 2025-04-24
- Modified: 2025-04-24
- URL: https://www.customercontactweek.com/ccw-lasvegas/early-attendee-profile-report-open/

CCW Las Vegas | June 2025 Early Attendee Profile Report Learn more about our CCW Vegas attendees! Click the image below to open the report!

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> Get a look at what to expect onsite this year at CCW Las Vegas, from smart technology to getting in the game with some peer competition.

- Published: 2025-04-23
- Modified: 2025-06-12
- URL: https://www.customercontactweek.com/ccw-lasvegas/onsite-experience/

CCw Las Vegas Onsite Experience Get to know your Klik SmartBadge Welcome to a new world of networking! CCW has partnered with Klik Smartbadge, a next-gen, Bluetooth-enabled name badge that lets you connect with other attendees with just the click of a button. Happy networking! How it works Day-Of Each and every event attendee is outfitted with a SmartBadge at check-in, ensuring that everyone can reap the benefits of Klik. 1:1 CLICK TO CONNECT Simply click your SmartBadge next to an attendee’s badge to add them as a lead. The badge’s wearable LEDs will light up to confirm that contact information was successfully exchanged. Then, simply open the CMP Events app on your own mobile device to rate the lead, answer custom qualification questions, and add notes about the interaction. Get in the Klik Game Game Rules To win the grand prize of one CCW Pass FOR LIFE*, collect points and get to the top of the leaderboard by Thursday, June 12 at 3:00 PM. *Eligible for end users only, across all 3 US-based CCW Conferences. Demo Drive Gamifying vendor sourcing since 1999, the CCW Demo Drive provides a self-guided tour through our Expo Hall based on your current sourcing needs with just the click of a button. Happy networking! Expo Hall Map How to Enter Step 1: Select a booth you’re interested in visiting. All booths will showcase demonstrations throughout all Networking Receptions in the Expo Hall. Step 2: After the demo, "klik" your badge with a representative from that sponsoring company. Step 3: To enter, meet and klik with at least 10 sponsors by no later than 11:00 AM PT on Thursday, June 12. Step 4: Follow @CustomerContactWeek on LinkedIn. You must be following CCW to be considered! Prize winners will be announced during Lunch on Thursday, June 12. You must be present to claim your prize. Prizes $500 Amazon Gift Card (Agent Assist) Apple AirPods Max (Aspect) $500 Gift card eligible to spend at one of Assembled customers- including DoorDash, Etsy, Brooks Running, & Draft Kings (Assembled) Double Luggage Set (Balto) $500 Amazon Gift Card (Calabrio) Omaha Steaks Gift Card (CallMiner) Meta Quest VR Headset (CallTrackingMetrics) AirPods Max customized with "Cartesia" (Cartesia) $500 AMEX Giftcard (CollaborationRoom. AI) Meta Quest 3S (Content Guru) Apple AirPods Max - Midnight (Creovai) Boom Speaker + $200 Amazon Gift Card (Cresta)  Meta Quest 3 Headset (CX Consulting) $500 Visa eGift Card (Cyara) $500 Amazon Gift Card (Datanitiv) Meta Quest 3S 128GB with additional features such as Meta Quest Elite Strap with Battery and Carrying Case (eGain) Apple AirPods Max (Emapta) $500 Puma Gift Card (Five9) Ray-Ban Meta AI Glasses (Foundever) Theragun PRO Plus (Freshworks) Apple AirPods Max (Front) $500 Fanatics Sports Package (Genesys) Ray-Ban Meta AI Glasses (Here. io) Apple AirPods Max (Hiya) reMarkable Paper Pro (Intervision) $500 Visa eGift Card (Journeyfront) Apple IPAD 11" A16 Chip 256GB + Insignia 24” Smart TV (KMC Solutions) $500 Visa Giftcard (LiveOps) Apple AirPods Max Wireless Over-Ear Headphones (MaestroQA) Apple AirPods Max Starlight (MiaRec) WHOOP Fitness Tracker and 12-Month Membership (Nextiva) Meta Quest 3 512GB — Get Batman: Arkham Shadow and a 3-Month Trial of Meta Horizon+ Included — All-In-One Headset (Observe. AI) Pair of Bose QuietComfort Ultra Headphones + $60 Apple Gift Card (Omilia Language Solutions Ltd) $500 Digital Travel Voucher (Premier NX) Ray-Ban Meta AI Glasses (ProcedureFlow) AR/VR Headset (Quiq) Luggage Set from Away (Rasa) Lego Concorde Jet + Lego Gift Card (ReflexAI) Apple AirPod Max Black Over-Ear Headphones (RingCentral) $500 Amazon Gift Card (SecureLogix) Bartesian Automatic Cocktail Maker (ServiceNow) Apple AirPods Max (SESTEK) Apple AirPods Max (Sprinklr) Set of 2 "Tiki Beach" Lowball Crystal Cocktail Tumblers (perfect for Mai Tai, Painkiller, Hurricane, Mojito and more! ) + $500 Amazon Gift Card (TouchPoint One) $500 Amazon Gift Card (TPG) $500 Oura Gift Card (Twilio) Sonos Portable Speaker Duo (Upland) Apple iPad Air (USU) Mini Drone (Veridas) Work Smarter Tech Bundle: iPad Air + Magic Keyboard + Apple Pencil (Verint) All-Expense-Paid vacation for two to Cancun (Vogent) $500 donation to your favorite charity (Work for Impact) $500 Visa Gift Card (WOW 24-7) Networking Parties CCW Parties are legendary. Join thousands of attendees after hours at our official networking parties. CCW Welcome Party CCW After Party

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2025-04-11
- Modified: 2025-04-11
- URL: https://www.customercontactweek.com/ccw-lasvegas/parloa-customer-pass-form/

CCW Las Vegas | June 2025 Parloa Partner Pass

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> CCW Las Vegas | June 2025 CCWomen Resources Hear more from CCWomen at Customer Contact Week, June 9-12 in Las Vegas, during the CCWomen Summit, networking

- Published: 2025-04-07
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/ccwomen-resources-open/

CCW Las Vegas | June 2025 CCWomen Resources Hear more from CCWomen at Customer Contact Week, June 9-12 in Las Vegas, during the CCWomen Summit, networking sessions and become a member! On the Blog View all posts

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> CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer

- Published: 2025-04-07
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/cmp-research-prism-whitepaper-open/

CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer analytics tools for customer contact, CX and sales functions. The providers are segmented into five categories: pioneering, leading, core performing, up & coming and emerging using analyst analysis, user feedback and marketplace data across ten investment criteria. This whitepaper shows how each provider compares and informs investment decisions.

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> CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report To gain deeper insights into the most pressing challenges and

- Published: 2025-04-07
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/cmp-research-2025-2026-customer-contact-benchmarking-report-open/

CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report To gain deeper insights into the most pressing challenges and strategic investments, CMP Research conducted its annual 2025 - 2026 Customer Contact Executive Benchmarking Report. This report captures executive priorities, investment trends, and operational challenges that are shaping the future of customer experience (CX) and customer contact across various industries.

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> CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report 2025 - 2026 Customer Contact Benchmarking Report To gain deeper

- Published: 2025-04-03
- Modified: 2025-04-15
- URL: https://www.customercontactweek.com/ccw-lasvegas/cmp-research-2025-2026-customer-contact-benchmarking-report/

CCW Las Vegas | June 2025 CMP Research 2025-2026 Customer Contact Benchmarking Report 2025 - 2026 Customer Contact Benchmarking Report To gain deeper insights into the most pressing challenges and strategic investments, CMP Research conducted its annual 2025 - 2026 Customer Contact Executive Benchmarking Report. This report captures executive priorities, investment trends, and operational challenges that are shaping the future of customer experience (CX) and customer contact across various industries. Get your copy now by completing the form, or send us a note to request the report via email instead!

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> CCW Las Vegas | June 2025 Attendee Resources Content Resources 2025 CCW Las Vegas Event Brochure 2025 Vendor Solutions Snapshot 2025 Current Attendee

- Published: 2025-03-24
- Modified: 2025-05-12
- URL: https://www.customercontactweek.com/ccw-lasvegas/attendee-resources/

CCW Las Vegas | June 2025 Attendee Resources Content Resources 2025 CCW Las Vegas Event Brochure 2025 Vendor Solutions Snapshot 2025 Current Attendee Snapshot CMP Research Prism for Customer Analytics & Insights Tools Employee Retention Analysis & Improvement Worksheet 2025 Past Attendee Snapshot CCW Las Vegas 2024 Post Show Report CCW Las Vegas 2024 Post Show Report On the Blog View all posts

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> Hear from Frid Edmond at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-21
- Modified: 2025-04-25
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-frid-edmond/

CCW Las Vegas | headliner Frid Edmond The People-First Blueprint: Marriott’s Formula for Lasting Success Through Genuine Human Connection Wednesday, June 11 | Main Stage In an industry perpetually reinventing itself, the most enduring advantage is surprisingly simple: genuine human connection. Frid Edmond, SVP of Customer Engagement Centers at Marriott International, shares her blueprint for embedding a people-first mindset into every touchpoint - no matter how large or complex your operations. Drawing on Marriott’s celebrated legacy of global hospitality, Frid reveals why cultivating this people-first culture isn’t just a goal; it’s a transformative, bottom-line imperative. Blending strategic vision with practical advice gained from overseeing one of the world’s largest hospitality brands, Frid demonstrates how to balance operational efficiency with authentic, meaningful engagement. Her experience proves that a genuinely connected workforce creates powerful ripple effects, enhancing customer satisfaction, brand loyalty, and sustainable growth. Amid the rapid tech-driven transformation of our industry, we don’t need new formulas for exceptional outcomes. Instead, we must recognize a fundamental truth: the strongest path to lasting success always starts with putting our people first. --- Fridnie “Frid” Edmond is Senior Vice President of Marriott International’s award-winning Customer Engagement Centers, overseeing a team of more than 6,000 associates at Marriott’s 19 Customer Engagement Centers worldwide. The Customer Engagement Centers contribute more than $3. 7 billion in revenue and service over 52 million customer engagements each year in 18 languages. In her current role, Edmond provides transformational leadership to Marriott’s global reservation, customer care and specialty teams, including elite loyalty member support, office of consumer affairs, and social media care. With a discerning eye for nurturing customer advocacy, her dynamic success model transforms Marriott’s client base into devoted brand ambassadors. Under Frid’s leadership, the CEC met its stretch goal of enrolling one million new Marriott Bonvoy® members in 2024 and elevated the luxury experience for guests by increasing Forbes quality scores to record levels. Edmond’s tenure in hospitality spans almost 25 years, all with the common goal of creating a positive impact for our guests and associates worldwide. She joined the company in 2002 at the Boston Quincy Marriott hotel and has since held multiple on- and above-property roles. Through her collaborations with continent leaders, she shaped operating procedures for 100K+ front-line associates, driving operational excellence and superior guest satisfaction. Prior to her current role, as VP of Hotel Systems and Loyalty Operations, Frid and her team were strategic partners in the launch of Marriott’s travel loyalty program, Marriott Bonvoy®, across 6,900 hotels, impacting millions of loyalty members globally. Her leadership in this role led to impactful initiatives like the introduction of a new $235M Property Management System and a remarkable 7% increase in Elite Appreciation for top-tier guests. View All Speakers Get the Brochure

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> CCW Nashville | October 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a

- Published: 2025-03-20
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-nashville/2024-post-show-report/

CCW Nashville | October 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a note to request the report via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> Hear from Geoff Burbridge at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-18
- Modified: 2025-05-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-geoff-burbridge/

CCW Las Vegas | headliner Geoff Burbridge The Human Edge: Why Hiring the Right People Still Matters in a Tech-Driven World Thursday, June 12 | Main Stage It’s tempting, given the relentless hype around AI and automation, to assume technology will solve our toughest challenges. But here’s the simple truth: no algorithm has ever calmed an angry customer, turned around a difficult interaction, or built loyalty through empathy alone. Simply put, the intuitive brilliance of skilled agents remains unmatched - no matter how advanced our tech becomes. Capital One Managing Vice President Geoff Burbridge makes the case that your strongest competitive edge isn't technology itself, but the people behind it. Drawing from Capital One’s human-centered approach to hiring and developing talent, Geoff identifies the key traits that empower agents to consistently outperform expectations in today’s tech-forward customer contact environments. Even the smartest tools have their limits. Recognizing where automation ends, and human intuition begins can transform a routine customer interaction into a brand defining moment. As innovation barrels forward, the ultimate competitive edge still rests with leaders who know how to find, nurture, and unleash the power of exceptional people. Geoff is a Managing Vice President in the Channels Organization for Capital One’s US Card Division. Leading the Horizontal Services team, Geoff and his team oversee a diverse range of disciplines - including quality, learning, complaints administration and supplier solutions. In addition, they work closely with the Capital One partners and play a key role in the integration of the Discover, driving strategic initiatives to enhance operational efficiency as well as agent and customer experience across multiple touchpoint. Geoff joins Capital One from Truist where he was an Executive Vice President and Head of the Truist Care Centers. Leading 4,000+ Truist teammates and contractors to care for the teammates, clients and communities that Truist serves. Geoff started his career on the front line and has more than 30 years of financial services experience in both banking and insurance, primarily working with large scale customer-facing channels, contact center (voice and non-voice), social media, digital/mobile as well as branches. He serves as the Chairman the advisory board for Customer Contact Week. Geoff is a Michigan native and is a Michigan State University graduate. View All Speakers Get the Brochure

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> CCW Las Vegas | June 2025 2025 Current Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who's attending Customer

- Published: 2025-03-11
- Modified: 2025-04-15
- URL: https://www.customercontactweek.com/ccw-lasvegas/2025-current-attendee-snapshot/

CCW Las Vegas | June 2025 2025 Current Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who's attending Customer Contact Week 2025? Complete the form below to access the list. Or, send us a note to request the list via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer

- Published: 2025-03-10
- Modified: 2025-04-15
- URL: https://www.customercontactweek.com/ccw-lasvegas/cmp-research-prism-whitepaper/

CCW Las Vegas | June 2025 CMP Research Prism for Customer Analytics & Insights Tools CMP Research evaluated 15 solution providers that offer customer analytics tools for customer contact, CX and sales functions. The providers are segmented into five categories: pioneering, leading, core performing, up & coming and emerging using analyst analysis, user feedback and marketplace data across ten investment criteria. This whitepaper shows how each provider compares and informs investment decisions.   Get your copy now by completing the form, or send us a note to request the whitepaper via email instead!

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> Hear from Rebecca Jarvis at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-06
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/host-rebecca-jarvis/

CCW Las Vegas | hOST Rebecca Jarvis Join the award-winning journalist as she once again takes the helm of the CCW Las Vegas Main Stage. Chief Business, Technology & Economics Correspondent, ABC News An Emmy-award winner and Edward R. Murrow Award recipient, Jarvis is renowned for her compelling storytelling and vast experience reporting for ABC News. She’ll guide us through critical issues that are top of mind for customer contact executives, including navigating digital disruption, leveraging technology in customer service, mastering hyper-personalization, addressing privacy and data security challenges, and leading your organization in a turbulent economy where cost-efficiency is not just a goal, but a necessity. View All Speakers Get the Brochure

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> Hear from Mike Eruzione at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-06
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-mike-eruzione/

CCW Las Vegas | headliner Mike Eruzione Leadership Lessons from ‘The Miracle on Ice’ Thursday, June 12 | Main Stage Mike Eruzione’s defining moment arrived in 1980, on a chilly day in Lake Placid. There, he captained an underdog Team USA hockey squad in a now-legendary showdown against the USSR. What followed was a victory forever etched in sports history - a triumph that electrified the world. Eruzione brings his powerful story to Customer Contact Week Las Vegas, highlighting the enduring impact of optimism, relentless teamwork, and fearless leadership. In an era reshaped by remote work, digital transformation, and evolving customer expectations, his insights have never been more timely - or more valuable. --- Mike Eruzione served as the captain that led the 1980 United States Olympic Hockey Team to its Gold Medal victory in Lake Placid, NY. The highlight of the games for Mike was scoring the game-winning goal against the Soviet Union. That victory against the Soviets advanced the U. S. Hockey Team to the Gold Medal Game where they beat Finland to win the Gold Medal. A native of Winthrop Massachusetts, Mike was a well-known sports talent; excelling as an All-Scholastic in baseball, football and hockey. While attending Boston University, Mike captained the hockey team his senior year and finished his college career as the third leading scorer in B. U. history. The years Mike played at B. U. his team won four Eastern Collegiate championships. Mike was voted the Best Defensive Forward in the Eastern Collegiate Conference and eventually was inducted into the Boston University Athletic Hall of Fame. Mike played on two U. S. National Teams and played two years with the Toledo Goaldiggers of the International Hockey League. The IHL named Mike the McKenzie Award winner as the outstanding American born player in the IHL. The following year Mike was chosen to join the 1980 Olympic team. He was honored by being elected captain by his teammates. After the victory in Lake Placid, Mike spent several years in New York and New Jersey as a sports commentator for Madison Square Garden. In 1984 Mike joined ABC and was a broadcaster for the Winter Olympics in Sarajevo, the Summer Olympics in Los Angeles and the 1988 Winter Olympics in Calgary. In 1992 Mike did broadcasting for CBS in Albertville, France and in Lillehammer, Norway during the 1994 Olympic Games. The 1980 Olympic Team received many accolades after winning the Gold Medal, including being inducted into the United States Hockey Hall of Fame. In December 1999 Sports Illustrated voted the 1980 Team’s victory as the #1 Sports Moment of the Century. Mike and his teammates had the honor of lighting the Olympic Flame at the Opening Ceremonies of the 2002 Winter Olympic Games in Salt Lake City, Utah. In 2004 Mike and the 1980 Team were featured in the Disney movie “ Miracle “. For the past several years Mike has traveled throughout the country representing major corporations as their spokesperson and / or motivational speaker. Mike is currently employed by Boston University as Director of Special Outreach. Mike resides in his hometown of Winthrop, MA, with his wife, three adult children and two grandchildren. He continues to be actively involved with fund raising events for the U. S. Olympic Committee as well as several charitable organizations including Winthrop Charities. View All Speakers Get the Brochure

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> Hear from Chad Foster at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-06
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-chad-foster/

CCW Las Vegas | headliner Chad Foster Blind Ambition Thursday, June 12 | Main Stage There’s a certain hush that falls over a room when a person without sight says they see the world in ways the rest of us cannot. In this unmissable session, you’ll meet the first blind executive to graduate from Harvard Business School - a man who led a $34 billion software acquisition no one else dared to imagine, built groundbreaking tech deemed “impossible” by Oracle, and then ventured onto the ski slopes and the Brazilian Jiu-Jitsu mat to prove there’s no obstacle that grit and perseverance cannot conquer. Now, he’s stepping onto the CCW Main Stage to reveal five “Blind Ambition” pillars that can remake the way customer contact leaders do business - turning roadblocks into springboards and adversity into advantage. With wit and candor, he blends unforgettable stories and hard-won insights that will leave you charged with possibility. Discover what happens when we choose to see, not just with our eyes, but with our hearts, our minds, and our conviction that the best is still ahead. --- Chad Foster is a technology innovator, business leader, and bestselling author who lost his sight in his early twenties. Recognized as the first blind graduate of Harvard Business School’s Program for Leadership Development, Chad has directed high-impact initiatives for some of the world’s largest corporations. He notably helped create one of the first blind-accessible CRM solutions, opening up new professional frontiers for visually impaired users and inspiring broader discussions on inclusive design. Throughout his career, Chad has spearheaded multimillion-dollar deals, guided cross-functional teams, and shown how resilience can drive business growth. His book, Blind Ambition, underscores his belief that challenges aren’t roadblocks -- they’re catalysts for innovation. By merging personal experience with proven business strategies, Chad offers a unique perspective on how organizations can build stronger, more inclusive customer experiences. View All Speakers Get the Brochure

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> Hear from Zack Kass at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-06
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-zack-kass/

CCW Las Vegas | headliner Zack Kass The Next Renaissance Wednesday, June 11 | Main Stage Centuries ago, a handful of visionaries ignited a Renaissance that carried humanity from shadow into light, forever altering the course of history. Today, we stand at the threshold of an upheaval no less profound—this time fueled not by paintbrush or printing press, but by artificial intelligence. Zack Kass draws parallels between our present AI-driven transformation and the cultural and scientific awakening of the past. Far from a dystopian tale, His perspective spotlights the positive potential of AI -- how it can spark new forms of innovation, nurture human creativity, and open doors to extraordinary business opportunities. Grounded in his extensive understanding of the latest AI breakthroughs, the presentation demystifies complex technology, showing precisely why AI is uniquely positioned to reshape industries, elevate customer interactions, and redefine our workforce. You'll gain a clear roadmap for leveraging AI’s power in practical ways -- particularly in contact centers, where customer conversations are the lifeblood of success. Zack's vision offers a fresh antidote to doom-laden forecasts, emphasizing how organizations can thrive during this historic shift by harnessing AI’s capacity to enrich human potential rather than replace it. With a refreshing fusion of optimism and hard-won insight, he provides the actionable strategies you need to stay ahead of the curve, ensuring that your teams emerge from this next renaissance equipped, inspired, and ready for anything. --- For the last 15 years, Zack has been at the forefront of AI. Most recently, he served as OpenAI's Head of Go-to-Market responsible for building out the sales, solutions, and partnerships teams. Zack played a key role in early efforts at commercializing AI and large language models, channeling OpenAI’s innovative research into tangible business solutions while also serving as a personal adviser to many executives deploying the technology across their companies. Today, Zack’s mission is to help businesses, nonprofits, and governments navigate the rapidly evolving AI environment. His thought leadership has been featured in top publications, such as Fortune, Newsweek, Entrepreneur, and Business Insider. Zack continues to advise Fortune 1000 board rooms, including Coca-Cola, Morgan Stanley, and Amgen. He is also an Executive-in-Residence at the University of Virginia’s McIntire School of Commerce and Chair of Ruder Finn’s AI Advisory Council. View All Speakers Get the Brochure

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> Hear from Manjit Minhas at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-03-04
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-manjit-minhas/

CCW Las Vegas | headliner Manjit Minhas Brewed for Breakthroughs: Manjit Minhas on Entrepreneurial Leadership Wednesday, June 11 | Main Stage At 19 years old, Manjit Minhas turned a modest $10,000 into the tenth-largest brewery on the planet. Now, she’s ready to share how an entrepreneurial mindset can supercharge your contact center, offering vital lessons in resilience, resourcefulness, and unstoppable drive. Drawing on two decades of building a global empire, Minhas will reveal how to transform everyday obstacles into strategic wins, all while keeping your leadership style refreshingly grounded. She’ll tackle the art of inclusive management, showing customer contact executives and managers how to inspire agents with meaningful objectives and genuine empowerment. Minhas will also demystify the essential give-and-take of mentorship, exploring how finding—or becoming—a transformative guide can ignite personal and organizational growth. --- Manjit Minhas is a trailblazing entrepreneur, investor on Canada’s hit show Dragons’ Den, and co-founder of Minhas Brewery, Distillery, and Winery. At just 19—and with $10,000—she launched one of North America’s fastest-growing breweries, now the 10th largest on the continent. A recognized leader in brand development, marketing, sales, and retail negotiations, Manjit oversees the global distribution of more than 90 beverage brands. She also hosts the top-charting Manjit Minhas Podcast, featuring in-depth conversations with world-class entrepreneurs and CEOs on resilience, overcoming adversity, and scaling for success. In addition to serving on the boards of Enbridge, ATB Financial, Spiritleaf Cannabis (ISH Holdings), she is the author of Brewing Up a Damn Good Story. True to her credo that “everything can be negotiated,” she’ll illuminate how fearless conversations can turn tough deals into triumphs, fueling operational agility and revenue gains. Above all, you’ll discover how her blend strategic savvy, and relentless ambition can serve as a blueprint for customer contact teams aiming to thrive in this rapidly changing environment. center. View All Speakers Get the Brochure

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> Hear from Guy Fieri at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2025-02-27
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/speaker-guy-fieri/

CCW Las Vegas | headliner Guy Fieri Taking Your Customer Contact Team to Flavortown: Guy Fieri’s Recipe for Fearless Culture & Legendary Service Thursday, June 12 | Main Stage In this can’t-miss finale, Guy Fieri—celebrity chef, brand powerhouse, and entrepreneur—will dish up his recipe for blending authenticity and innovation to power your contact center teams and satisfy even your hungriest customers. Fueled by tales as fiery as his famous fare, Fieri’s playbook reimagines everyday challenges as unforgettable opportunities to wow customers and rally employees. From selling soft pretzels by bike at age ten to launching a global food empire, he shows how passion, authenticity, and heart are the ingredients to supercharge any team. Whether you’re coaching new agents or steering a major contact center transformation, Fieri’s unique perspective on loyalty and fanfare offers a roadmap for leaving the competition in the dust. Don’t miss this final CCW Las Vegas course; guaranteed to feed your entire team’s hunger for customer experience greatness. --- Chef, restaurateur, and Emmy Award-winning television host Guy Fieri is one of the world’s most recognizable and influential culinary stars. With a star on the Hollywood Walk of Fame, he is best known as the Mayor of Flavortown and the face of Food Network favorites Diners, Drive Ins & Dives, Guy’s Grocery Games, and Tournament of Champions. His thriving business empire has grown to include over 80 restaurants worldwide and a 175-location food delivery service, Flavortown Kitchen, Hunt & Ryde vineyard, Santo tequila, and an upcoming cigar brand. Guy began his culinary career selling soft pretzels from a three-wheeled bicycle at the age of 10 and washing dishes in local restaurants in his early teens. By 16, he’d earned enough money to spend a year in France as part of a high school exchange program. It was there that he found a deep appreciation for international cuisine. After graduating from the University of Nevada Las Vegas, he gained industry experience as a restaurant manager before pursuing his entrepreneurial dream of opening his own restaurant. In 2006, Guy won the television competition Next Food Network Star and has been a nonstop presence on the network ever since. Guy’s enthusiasm for food is matched only by his passion for helping others. In 2011, he started the Guy Fieri Foundation which supports culinary education for middle school and high school students, provides financial resources to aspiring chefs and feeds frontline workers, first responders and military personnel in the field. In 2021, the foundation awarded $20,000 in scholarships and served over 21,000 meals. In a true example of leadership, Guy partnered with the National Restaurant Association Educational Foundation during the pandemic and helped raise more than $21. 5 million in aid for over 43,000 unemployed restaurant workers. View All Speakers Get the Brochure

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> CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas View The Brochure

- Published: 2025-02-25
- Modified: 2025-02-25
- URL: https://www.customercontactweek.com/ccw-lasvegas/educational-lp-event-brochure/

CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas View The Brochure Empowering Customer Contact Professionals to Impact Change Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations. CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward. View Event Brochure CCW Las Vegas Agenda DAY ONE Monday, june 9 8:00AM-5:00PMCCW Attendee Badge Pick Up 6:00PMCCW Welcome Party DAY TWO TUESDAY, june 10 8:00AMCheck-In & Breakfast 9:00AMWorkshops & Summits 12:30PMLunch 1:30PMWorkshops & Summits 6:00PMCCW Excellence Awards Gala DAY THREE WEDNESDAY, june 11 7:00AM CCW Attendee Badge Pick Up 8:00AMMain Stage 10:00AMExpo Hall Grand Opening 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 4:30PMMain Stage 8:00PMTransPerfect CCW After Party DAY FOUR THURSDAY, june 12 7:00AMCCWomen Breakfast 8:00AMMain Stage 10:00AMNetworking Reception 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 3:00PMMain Stage 5:30PMCCW Conference Concludes 5,000+ Attendees 49 U. S. States 46 Countries 200+ Solution Providers Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form below to access the event brochure. ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)};

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> CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Complete the form below to access the Market

- Published: 2025-02-11
- Modified: 2025-02-11
- URL: https://www.customercontactweek.com/ccw-lasvegas/state-of-generative-agentic-ai/

CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Complete the form below to access the Market Study. Or, send us a note to request it via email instead! ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Learn More Email Us

- Published: 2025-02-10
- Modified: 2025-02-10
- URL: https://www.customercontactweek.com/ccw-lasvegas/educational-lp-actives/

CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Learn More Email Us Empowering Customer Contact Professionals to Impact Change Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations. CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward. Connect with our team to explore how Customer Contact Week can benefit you and your organization. Get instant access to the event brochure, reports, and key details—just fill out the form to get started! Email Us CCW Las Vegas Agenda DAY ONE Monday, june 9 8:00AM-5:00PMCCW Attendee Badge Pick Up 6:00PMCCW Welcome Party DAY TWO TUESDAY, june 10 8:00AMCheck-In & Breakfast 9:00AMWorkshops & Summits 12:30PMLunch 1:30PMWorkshops & Summits 6:00PMCCW Excellence Awards Gala DAY THREE WEDNESDAY, june 11 7:00AM CCW Attendee Badge Pick Up 8:00AMMain Stage 10:00AMExpo Hall Grand Opening 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 4:30PMMain Stage 8:00PMTransPerfect CCW After Party DAY FOUR THURSDAY, june 12 7:00AMCCWomen Breakfast 8:00AMMain Stage 10:00AMNetworking Reception 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 3:00PMMain Stage 5:30PMCCW Conference Concludes 5,000+ Attendees 49 U. S. States 46 Countries 200+ Solution Providers Unlock The Experience Your passes are waiting. Register today and join thousands of professionals empowering their CX decisions and the future of customer contact. June 9-12, 2025 | Caesars Forum, Las Vegas Get in touch with a member of the team to learn more about how Customer Contact Week can benefit you and your organization. Gain access to the event brochure, reports, and key event information - fill out the form to get started! ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Additional Information Fraud Alert Please be advised that in the conference industry, we often come across fraudulent service providers that claim to be able to offer hotel reservation services. Note that Customer Contact Week has not authorized them, or any other organization, to contact you on our behalf. We encourage you to avoid these attempts by not engaging with suspicious emails or calls. We recommend that attendees follow the booking instructions on this website to make all hotel reservations. Booking with unknown service providers exposes you to the risk of incurring fraudulent credit card charges, and your reservation for the conference may not be valid. If you think you have been contacted by a fraudulent service provider, please be sure to inform us at events@customercontactweek. com. 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 vs. Vendor 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. Accessibility & Inclusion 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 events@customercontactweek. com, ideally at least four weeks prior to the conference.

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> CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Get Your Pass View The

- Published: 2025-02-10
- Modified: 2025-04-19
- URL: https://www.customercontactweek.com/ccw-lasvegas/educational-lp-register/

CCW Las vegas Over 25 Years of Strategic Insights Driving Customer Contact Innovation June 9-12, 2025 | Caesars Forum, Las Vegas Get Your Pass View The Brochure Empowering Customer Contact Professionals to Impact Change Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations. CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward. Get Your Tickets CCW Las Vegas Agenda DAY ONE Monday, june 9 8:00AM-5:00PMCCW Attendee Badge Pick Up 6:00PMCCW Welcome Party DAY TWO TUESDAY, june 10 8:00AMCheck-In & Breakfast 9:00AMWorkshops & Summits 12:30PMLunch 1:30PMWorkshops & Summits 6:00PMCCW Excellence Awards Gala DAY THREE WEDNESDAY, june 11 7:00AM CCW Attendee Badge Pick Up 8:00AMMain Stage 10:00AMExpo Hall Grand Opening 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 4:30PMMain Stage 6:00PMCCW Welcome Party 8:00PMTransPerfect CCW After Party DAY FOUR THURSDAY, june 12 7:00AMCCWomen Breakfast 8:00AMMain Stage 10:00AMNetworking Reception 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 3:00PMMain Stage 5:30PMCCW Conference Concludes 5,000+ Attendees 49 U. S. States 46 Countries 200+ Solution Providers Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form below to access the event brochure. ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Unlock The Experience Your passes are waiting. Register today and join thousands of professionals empowering their CX decisions and the future of customer contact. June 9-12, 2025 | Caesars Forum, Las Vegas (function{var bz=document. createElement("script");bz. type="text/javascript";bz. async=true;bz. src="https://organizer. bizzabo. com/widgets/tickets/tickets. js";var s=document. getElementsByTagName("script");s. parentNode. insertBefore(bz,s);}); (function{var bz=document. createElement("script");bz. type="text/javascript";bz. async=true;bz. src="https://organizer. bizzabo. com/widgets/tickets/tickets. js";var s=document. getElementsByTagName("script");s. parentNode. insertBefore(bz,s);}); Additional Information Fraud Alert Please be advised that in the conference industry, we often come across fraudulent service providers that claim to be able to offer hotel reservation services. Note that Customer Contact Week has not authorized them, or any other organization, to contact you on our behalf. We encourage you to avoid these attempts by not engaging with suspicious emails or calls. We recommend that attendees follow the booking instructions on this website to make all hotel reservations. Booking with unknown service providers exposes you to the risk of incurring fraudulent credit card charges, and your reservation for the conference may not be valid. If you think you have been contacted by a fraudulent service provider, please be sure to inform us at events@customercontactweek. com. 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 vs. Vendor 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. Accessibility & Inclusion 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 events@customercontactweek. com, ideally at least four weeks prior to the conference.

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> CCW Las Vegas | June 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a

- Published: 2025-02-03
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/2024psr/

CCW Las Vegas | June 2025 2024 Post Show Report Discover the Value of Customer Contact Week Complete the form below to access the report. Or, send us a note to request the report via email instead! ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las Vegas | June 2025 2025 Past Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who attended Customer Contact Week

- Published: 2025-02-03
- Modified: 2025-04-15
- URL: https://www.customercontactweek.com/ccw-lasvegas/2025pas/

CCW Las Vegas | June 2025 2025 Past Attendee Snapshot Discover the Value of Customer Contact Week Want to get a look at who attended Customer Contact Week 2024? Complete the form below to access the report. Or, send us a note to request the report via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las Vegas | June 2025 Event Brochure Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form

- Published: 2025-01-23
- Modified: 2025-04-14
- URL: https://www.customercontactweek.com/ccw-lasvegas/brochure/

CCW Las Vegas | June 2025 Event Brochure Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form below to access the event brochure. Or, send us a note to request the brochure via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Click the image below to open the report.

- Published: 2025-01-23
- Modified: 2025-02-19
- URL: https://www.customercontactweek.com/ccw-lasvegas/state-of-generative-agentic-ai-open/

CCW Las Vegas | June 2025 State of Generative & Agentic AI Discover the Value of Customer Contact Week Click the image below to open the report. Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> CCW Las Vegas | June 2025 Event Brochure Discover the Value of Customer Contact Week. Click the image below to open the brochure!

- Published: 2025-01-21
- Modified: 2025-03-14
- URL: https://www.customercontactweek.com/ccw-lasvegas/brochure-open/

CCW Las Vegas | June 2025 Event Brochure Discover the Value of Customer Contact Week. Click the image below to open the brochure!

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> Join Customer Contact Week in Las Vegas for premier customer service workshops, expert speakers, and networking opportunities.

- Published: 2025-01-15
- Modified: 2025-04-25
- URL: https://www.customercontactweek.com/las-vegas-overview-sandbox/

This content is password protected. To view it please enter your password below: Password: Enter

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> CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers

- Published: 2025-01-10
- Modified: 2025-01-10
- URL: https://www.customercontactweek.com/ccw-lasvegas/eraiworksheet-open/

CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers of employee satisfaction and learn how to transform it into exceptional customer experiences. Get actionable KPIs, tools, and strategies to elevate your team. Click the image below to open the worksheet!

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> CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers

- Published: 2025-01-09
- Modified: 2025-01-09
- URL: https://www.customercontactweek.com/ccw-lasvegas/eraiworksheet/

CCW Las Vegas | June 2025 Employee Retention Analysis & Improvement Worksheet Boost Employee Satisfaction & Performance Discover the top drivers of employee satisfaction and learn how to transform it into exceptional customer experiences. Get actionable KPIs, tools, and strategies to elevate your team. Get your worksheet now by completing the form, or send us a note to request the worksheet via email instead! ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)};

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> Frequently Asked Questions and their answers! Where can I find Venue Information? Hotel and travel information can be found on the Registration pages of

- Published: 2024-11-20
- Modified: 2025-05-13
- URL: https://www.customercontactweek.com/faqs/

Frequently Asked Questions and their answers! Where can I find Venue Information? Hotel and travel information can be found on the Registration pages of each event. CCW Las Vegas | CCW Nashville We are pleased to offer exclusive hotel block and airline discounts. Please be aware of any fraudulent offers outside of Customer Contact Week. Event Specific FAQs Frequently asked questions pertaining to each Customer Contact Week event can be found on the Registration pages of each event. CCW Las Vegas What do I need to check in? There are a few ways you'll be able to check in at the CCW registration desk. You can scan the bar code on the confirmation ticket you received via email, or you can simply tell us your name and company upon arrival, and we can easily look you up in our system. What is the dress code? CCW attendees range from business casual to business chic. Who will be attending? Customer Contact Week attracts a diverse audience of professionals from the customer contact industry, ranging from managers to C-level executives. What does a pass to the conference get me? All passes include access to the Expo Hall, keynotes, breakout sessions, networking opportunities, entertainment, and food/refreshments. What meals are included with my pass? Your pass includes daily breakfast and lunch, refreshment breaks, coffee, tea, and an open bar at select Expo Hall networking receptions. Can I store my luggage? Sorry, but we don't offer storage for bags or suitcases. We're all about handling customer issues, not luggage! Can I save a seat for the breakout or main stage sessions? All sessions will be available on a first-come, first-serve basis. Please review the schedule in advance on the mobile app to plan each day. Where is the lost and found? If you lose an item during the event, please notify a CCW team member at the registration desk for assistance. Will I receive presentations after the event? Of course! One week after the event, approved presentations will be made available in the mobile app and on the event website for download. What should I bring? We’ll have everything related to the event when you check in. Remembering to bring lots of business cards is always important. A lot of our attendees also prefer to bring their own personal devices to help with note taking. I need ADA seating and/or other offerings. Where can I find out what accommodations you have? We are committed to ensuring our event is accessible to everyone. Please visit our registration desk or speak to a CCW team member if you require assistance. I have special needs. What accommodations can you provide? If you have any special needs, disabilities, and/or dietary restrictions, let us know so we can make everything comfortable for you. My schedule changed. How can I cancel? Did something come up? No worries. Email us and we'll get you sorted. You can always use your business development contact or audience development manager to communicate these changes as well. Please review our cancellation policy for more information. Interested in sponsoring a CCW event? Partner With Us

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> Register Now Join Us at a Customer Contact Week Event CCW Summer | june 2025 Las Vegas Register Now The World's Largest Customer Contact Event At Customer

- Published: 2024-11-20
- Modified: 2025-04-25
- URL: https://www.customercontactweek.com/register/

Register Now Join Us at a Customer Contact Week Event CCW Summer | june 2025 Las Vegas Register Now The World's Largest Customer Contact Event At Customer Contact Week Las Vegas, you have more at your fingertips than anywhere else in the world. This is the annual gathering of customer contact leaders where you will find the tools, technology, and techniques to drive your business endeavors to new heights. CCW Fall | October 2025 Nashville Register Now Intersection of Workforce & Technology Optimizing Customer Relationships with TechnologyAs the largest customer contact conference series in the world, Customer Contact Week (CCW) stands as the top event for customer contact and customer experience leaders. Each year, thousands of attendees come from around the world to experience everything that CCW has to offer, from unparalleled networking opportunities to key insights & strategies from today’s experts. At CCW Nashville, we spotlight the ways employees and technology interact in contact centers to create exceptional experiences for all. CCW Winter | January 2026 Orlando Join The Waitlist The Self-Service Playbook How to Optimize Customer Experiences with AI Additional Information Fraud Alert Please be advised that in the conference industry, we often come across fraudulent service providers that claim to be able to offer hotel reservation services. Note that Customer Contact Week has not authorized them, or any other organization, to contact you on our behalf. We encourage you to avoid these attempts by not engaging with suspicious emails or calls. We recommend that attendees follow the booking instructions on this website to make all hotel reservations. Booking with unknown service providers exposes you to the risk of incurring fraudulent credit card charges, and your reservation for the conference may not be valid. If you think you have been contacted by a fraudulent service provider, please be sure to inform us at events@customercontactweek. com. 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 vs. Vendor 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. Accessibility & Inclusion 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 events@customercontactweek. com, ideally at least four weeks prior to the conference. Interested in sponsoring a CCW event? Partner With Us

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2024-10-22
- Modified: 2025-04-30
- URL: https://www.customercontactweek.com/ccw-nashville/speakers/

CCW Nashville | October 2025 Speakers About Our Speakers The CCW speaking faculty includes forward-thinking leaders from renowned global brands, leading-edge service providers, and innovative startups. By sharing real-world case studies and actionable insights, they help businesses elevate customer engagement and drive operational success. These incredible speakers brings a wealth of experience, offering valuable insights into the latest customer contact trends, technologies, and strategies. Their expertise transcends industries, impacting the ways like-minded professionals shape the future of their own CX and contact center strategies. ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)};

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> Register for Customer Contact Week in Las Vegas today and unlock access to exclusive sessions, expert insights, and networking opportunities.

- Published: 2024-10-22
- Modified: 2025-06-06
- URL: https://www.customercontactweek.com/ccw-lasvegas/registration/

CCW Las Vegas | June 2025 Registration Unlock the Experience Your passes are waiting. Register today and join thousands of professionals empowering their CX decisions and the future of customer contact. June 9-12, 2025 | Caesars Forum, Las Vegas End Users save $1,000 off passes ($2,999 standard rate) now through 6/6/2025. Vendors are never eligible for promotional rates and purchases will be subject to cancellation. (function{var bz=document. createElement("script");bz. type="text/javascript";bz. async=true;bz. src="https://organizer. bizzabo. com/widgets/tickets/tickets. js";var s=document. getElementsByTagName("script");s. parentNode. insertBefore(bz,s);}); (function{var bz=document. createElement("script");bz. type="text/javascript";bz. async=true;bz. src="https://organizer. bizzabo. com/widgets/tickets/tickets. js";var s=document. getElementsByTagName("script");s. parentNode. insertBefore(bz,s);}); *Promotional discounts are available for End Users only. Vendors are never eligible for discounts off event tickets. Please see our End User/Vendor definitions for more clarity. Get Your Excellence Awards Ticket All awards gala tickets must accompany tickets to CCW Las Vegas. Awards gala tickets are not available a la carte. CCW Excellence Awards tickets are SOLD OUT CCW is better in groups. Part of a large group? We have limited availability of special group packages for groups of 10+. Featuring private meeting rooms for your team for the week. Contact us to learn more Travel & Hotels Customer Contact Week Las Vegas will be held at Caesars Forum, 3911 S Koval Ln, Las Vegas, NV 89109, United States on June 9-12, 2025. Arrive on Monday You should plan to arrive by Monday early afternoon to kick off CCW Las Vegas 2025 at our Monday evening Welcome Reception. BOOK NOW Leave on Thursday (Or Sunday... hey, it's Vegas. ) You should plan to leave Thursday late evening—following afternoon sessions—or Friday morning. We won't tell if you stay for the weekend. 2025 Hotel Room Blocks Act fast to book your hotel reservation with our special group rate at Harrah's, The LINQ, or Caesars Palace* before our block sells out. For convenience, both Harrah's and The LINQ are connected to Caesars Forum through the sky bridge. Note that rooms in Caesars Palace are NOT connected to the Forum. We'll see you in Vegas! *Our room block at Caesars Palace is now SOLD OUT BOOK NOW Airline Discounts We are pleased to offer discounts for the following airlines: Delta | Reference Code: NM48D Southwest | Reference Code: 99340032United | Reference Code: ZQ7N210281 Click below to be connected to the CCW Concierge! CCW Las Vegas FAQs Dates | Monday, June 9 - Thursday, June 12, 2025Venue | Caesars Forum, 3911 S Koval Ln, Las Vegas, NV 89109Nearby Hotels | Harrah's and The LINQ (connected via sky bridge for easy access)CCW Concierge powered by Observe. AI | 725. 525. 8535 General Event Information When and Where? Dates | Monday, June 9 - Thursday, June 12, 2025Location | Caesars Forum, centrally located on the Las Vegas Strip, adjacent to the High Roller What is the Overall Schedule? Monday, June 9 ■ Badge Pick-up ■ CCW Welcome Party (Brooklyn Bowl) Tuesday, June 10 ■ Mosaicx 5K Fun Run & Walk ■ CCWomen Summit ■ Customer Contact Leadership Institute ■ Interactive Workshops ■ CCW Excellence Awards Gala (evening, separately ticketed) Wednesday, June 11 ■ Main Stage Sessions ■ Expo Hall Open ■ 120+ Breakout Sessions ■ TransPerfect CCW After Party (Drai's Las Vegas) Thursday, June 12 ■ CCWomen Breakfast ■ Main Stage Sessions ■ Expo Hall ■ Breakout Sessions ■ Event Concludes Agenda & Speaker Changes While speakers and topics are confirmed at the time of publishing, circumstances beyond CMP’s control may necessitate substitutions, alterations, or cancellations. CMP reserves the right to modify the advertised speakers/topics if necessary, without any liability. Updates will appear on our website and mobile app as soon as possible. Tip: Always check the official CCW Las Vegas website or our mobile app for the most up-to-date schedule and venue changes. Accessibility & Inclusion 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 events@customercontactweek. com, ideally at least four weeks prior to the conference. Pass Types & Inclusions Important: Every attendee must have an official name badge for entry into sessions, meals, and evening events. End User Pass End User Pass 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. It is at the sole discretion of CMP and CCW to determine the applicable pricing grid by considering these guidelines. What’s Included Monday, June 9 ■ CCW Welcome Party Tuesday, June 10 ■ CCWomen Summit ■ Customer Contact Leadership Institute ■ All Interactive Workshops ■ Breakfast & Lunch Wednesday & Thursday, June 11–12 ■ Main Stage Sessions ■ Expo Hall ■ 120+ Breakout Sessions ■ Networking Opportunities ■ TransPerfect CCW After Party (June 11) ■ Breakfast & Lunch (both days) Additional PerksCCW Mobile App access, Speaker Meet & Greets, Book SigningsPrize Drawings Note: The CCW Excellence Awards Gala (June 10) requires a separate $499 ticket. Purchase tickets here. Vendor Pass Vendor Pass 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. What’s Included Monday, June 9 ■ CCW Welcome Party Tuesday, June 10 ■ CCWomen Summit ■ Customer Contact Leadership Institute ■ Restricted Workshop Access: Vendor pass holders cannot attend the Interactive Workshops except for the four CMP-led sessions unless they are directly sponsoring a specific workshop. If sponsoring, access is granted only to that sponsored workshop. Wednesday & Thursday, June 11–12 ■ Main Stage Sessions ■ Expo Hall ■ 120+ Breakout Sessions ■ Networking Opportunities ■ TransPerfect CCW After Party (June 11) ■ Breakfast & Lunch (both days) Guest Pass Restrictions All Sponsor/Vendor Guest Passes exclude Tuesday, June 10 sessions and meals, unless you purchase a $1,000 upgrade. Without that upgrade, you cannot attend any Tuesday sessions, and no meals are provided that day. Note: The CCW Excellence Awards Gala, June 10, requires a separate $499 ticket. Purchase tickets here. Vendor Pass pricing varies; check our site or contact your rep for details. Registration & Ticketing How Do I Register? Go to the CCW Las Vegas Registration page and select the correct pass type (End User or Vendor). If you are a vendor, please do not register as an end user to avoid cancellation. Are Discounts Available? Early Bird: Check the site for special early bird offers. Group Discounts: Available for teams. Email Us or check the registration page for more info. Is the Awards Gala Included? No. The CCW Excellence Awards Gala on June 10 requires a separate $499 ticket. No pass type includes Gala admission. Purchase Gala tickets here. Can I Bring a Spouse or Guest? No. We do not issue guest passes, and no badge = no entry for all event activities. What If I Need to Cancel or Transfer My Pass? TransferYou may substitute attendees by providing reasonable advance notice to Customer Management Practice via email. CancellationsFor any written cancellation received at least eight (8) days prior to the conference, you will receive a 90% credit to be used at another CMP event within one year from the date of issuance. An administration fee of 10% of the contract fee will be retained by CMP for all such cancellations. No credit will be issued for cancellations made within seven (7) days (inclusive) of the conference start date. No refunds are issued under any circumstances. Are Partial Attendance or One-Day Passes Available? No. We do not offer single-day passes or prorated registrations. All pass types cover the full specified date range. Are Media or Press Passes Available? Yes. Accredited members of the media can request a press pass. Please email us with credentials to inquire. Smart Badges What are Smart Badges? We use RFID-enabled Smart Event Badges for rapid check-in, contact info exchange (tap-to-connect), and real-time engagement (polling, prize drawings, lead retrieval). You’ll receive your badge at on-site registration. Wear it at all times - it’s mandatory for admission to sessions, the expo hall, and evening events. Meals & Special Events Which Meals Are Included? If your pass covers a given day, you receive: Breakfast & lunch (on those days) Refreshment breaks Select evening receptions (open bar at certain events) Monday, June 9: CCW Welcome Party with food and drinks. Tuesday, June 10: Breakfast & lunch only for End User Pass holders or Vendors who purchase a $1,000 Tuesday upgrade. Wednesday & Thursday, June 11–12: Breakfast & lunch are included for both End User and Vendor passes. What Evening Events Are Scheduled? Monday, June 9: CCW Welcome Party (Brooklyn Bowl at The LINQ Promenade) Tuesday, June 10: CCW Excellence Awards Gala (separate $499 ticket required) Wednesday, June 11: TransPerfect CCW After Party (Drai’s Las Vegas) Travel & Logistics Recommended Hotels Harrah’s and The LINQ, both connected to Caesars Forum via sky bridge. Book early for special CCW attendee rates. Parking Harrah's self-park garage is available. Standard parking fees apply - we do not validate parking. Luggage Storage Not provided on-site. Please store baggage at your hotel. WiFi Complimentary WiFi is available throughout Caesars Forum. Details can be found on the back of your event badge and will be shared at registration. Onsite Experience Where Do I Pick Up My Badge? At the CCW Registration Desk by the Forum Ballroom (inside Caesars Forum). Bring a government-issued photo ID. Registration Desk Hours Monday, June 98:00 AM - 5:00 PM Tuesday, June 108:00 AM - 5:00 PM Wednesday, June 117:00 AM - 6:00 PM Thursday, June 127:00 AM - 3:00 PM Is There a Mobile App? Yes. The CCW Mobile App (integrated with your Smart Badge) allows you to: View and customize your schedule Access speaker bios, session info, and venue maps Engage in live polls, Q&As, and participate in prize drawings Network with other attendees and sponsors A download link will be emailed to attendees before the event. What Is the Dress Code? Conference & Expo: Smart business casual CCW Excellence Awards Gala: Formal or black tie Evening Parties: Smart casual (remember, it’s Vegas! ) Photography & Filming Official photographers and videographers will be on-site. By attending, you consent to being photographed or filmed for promotional purposes. Code of Conduct We have a zero-tolerance policy for harassment or discrimination. Any disruptive behavior may result in removal without refund. Please treat all attendees, speakers, and staff with respect. Children & Unregistered Guests No children or guests are permitted. No badge = no entry to all CCW activities. Workshops & Sessions Who Can Attend the Tuesday, June 10 Workshops? End User Pass HoldersFull access to CCWomen Summit, Customer Contact Leadership Institute, and the 28 Interactive Workshops. Vendor Pass HoldersAccess only to four CMP-led Interactive Workshops. Vendors cannot attend the other workshops unless sponsoring a specific one (in which case access is limited to that sponsored workshop) or purchasing an upgrade to attend CCWomen Summit or Customer Contact Leadership Institute. Do Vendors Need an Upgrade to Attend All Tuesday, June 10 Sessions? Yes. Vendor pass holders must purchase a $1,000 upgrade to attend any non-sponsored Interactive Workshops (beyond the four CMP-led) and to access Tuesday’s breakfast and lunch. CCW Excellence Awards Gala Is the Awards Gala Included? No. This separately ticketed event ($499) is open to all attendees, but it’s not included in any pass type. Purchase Gala tickets here. What Can I Expect? An evening of celebration recognizing outstanding achievements in the customer contact space. Dinner, networking, and entertainment will be provided. Formal or black tie attire is encouraged. Access & Security Do I Need to Wear My Badge at All Times? Yes. Your CCW smart badge is required for: All conference sessions & breakouts The Expo Hall Evening events & parties Are There Security Checks? We may conduct bag checks or use security personnel at certain entry points for everyone’s safety. Please follow staff instructions. Outboarding What is Customer Management Practice's Outboarding Policy? Definition: Outboarding is the unethical act of soliciting business outside the terms of an official CCW sponsorship via unauthorized exhibits, demos, offsite events, or branded activations (including commercial activity from hotel rooms or public areas). CCW’s Stance: We prohibit outboarding to protect our sponsors’ investment and the integrity of the show. Official sponsors may host parties/events that complement their presence at CCW, but any function competing with official programming must be approved by the account manager. Consequences: Outboarding violates CCW policy and IAEE guidelines. Offenders will be expelled without a refund, and repeat violations may result in permanent exclusion from future CMP events. Reporting Outboarding: If you receive an invitation from a non-authorized exhibitor or see solicitations outside official exhibit booths, please alert CCW at info@customermanagementpractice. com or notify show management at the check-in desk. Fraud Alert Be Aware of Fraudulent Offers Please be advised that in the conference industry, we often come across fraudulent service providers that claim to be able to offer hotel reservation services. Note that Customer Contact Week has not authorized them, or any other organization, to contact you on our behalf. We encourage you to avoid these attempts by not engaging with suspicious emails or calls. We recommend that attendees follow the booking instructions on this website to make all hotel reservations. Booking with unknown service providers exposes you to the risk of incurring fraudulent credit card charges, and your reservation for the conference may not be valid. If you think you have been contacted by a fraudulent service provider, please be sure to inform us at events@customercontactweek. com. 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. Still Have Questions? Email: events@customercontactweek. com Onsite: Visit the Registration Desk near the Forum Ballroom Website: CCW Las Vegas for the latest news, detailed agenda, and FAQs We can’t wait to welcome you to Customer Contact Week! Enjoy the sessions, connect with your peers, and maximize every opportunity to learn and collaborate. See you soon in Las Vegas!

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> Explore the complete events schedule for Customer Contact Week in Las Vegas, featuring keynote speakers and hands-on workshops.

- Published: 2024-10-22
- Modified: 2025-05-20
- URL: https://www.customercontactweek.com/ccw-lasvegas/schedule/

CCW Las Vegas | June 2025 Schedule VIEW THE 2025 AGENDA Schedule at a glance DAY ONE Monday, june 9 8:00AM-5:00PMCCW Attendee Badge Pick Up 6:00PMCCW Welcome Party DAY TWO TUESDAY, june 10 6:00AMMosaicx 5K Fun Run & Walk 8:00AMCheck-In & Breakfast 9:00AMWorkshops & Summits 12:30PMLunch 1:30PMWorkshops & Summits 6:00PMCCW Excellence Awards Gala DAY THREE WEDNESDAY, june 11 7:00AM CCW Attendee Badge Pick Up 8:00AMMain Stage 10:00AMExpo Hall Grand Opening 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 4:30PMMain Stage 8:00PMTransPerfect CCW After Party DAY FOUR THURSDAY, june 12 7:00AMCCWomen Breakfast 8:00AMMain Stage 10:00AMNetworking Reception 11:00AMBreakout Sessions 12:45PMLunch 1:45PMBreakout Sessions 3:00PMMain Stage 5:30PMCCW Conference Concludes Questions? Get in touch to discuss any aspect of the program. Agenda Detail (function { var bz = document. createElement('script'); bz. type = 'text/javascript'; bz. async = true; bz. src = 'https://organizer. bizzabo. com/widgets/agenda/agenda. js'; var s = document. getElementsByTagName('script'); s. parentNode. insertBefore(bz, s); }); At CCW Las Vegas, you have more at your fingertips than anywhere else in the world.

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> Discover the renowned speakers at CCW Las Vegas, delivering insights on the future of customer service and contact center success.

- Published: 2024-10-22
- Modified: 2025-04-28
- URL: https://www.customercontactweek.com/ccw-lasvegas/speakers/

CCW Las Vegas | June 2025 Speakers About Our Speakers This diverse group of speakers includes over 300 seasoned executives from renowned global brands, leading-edge service providers, innovative startups, and influential industry thought leaders. These speakers bring a wealth of experience, offering valuable insights into the latest customer service trends, technologies, and strategies. Their expertise spans areas such as omnichannel communication, AI-driven customer experiences, workforce optimization, and digital transformation. By sharing real-world case studies and actionable advice, they help businesses elevate customer engagement and drive operational success. Questions? Reach out for more information about program speakers! Get In Touch ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)};

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> Meet the sponsors of CCW Las Vegas, driving innovation and excellence in customer service and contact center operations.

- Published: 2024-10-22
- Modified: 2025-04-25
- URL: https://www.customercontactweek.com/ccw-lasvegas/sponsors/

CCW Las Vegas | june 2025 Sponsors About Our Sponsorship Opportunities CCW presents an unparalleled showcase of cutting-edge technology, innovative solutions, and groundbreaking trends in customer experience, brought to you by the industry's leading suppliers. This exclusive showcase offers an exceptional opportunity for customer contact executives to make informed decisions, driving their customer contact strategies to new heights. Get in front of top customer contact leaders who are serious about building relationships and meeting new partners to grow and innovate their organizations. Partner With Us Get The Prospectus Premium Sponsors ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; View All Sponsors Discover the Value of Customer Contact Week ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Interested in sponsoring a CCW event? Partner With Us Get The Prospectus

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> CCW Las Vegas | June 2025 Excellence Awards The Industry's Most Exciting Night of the Year The CCW Excellence Awards recognize the most

- Published: 2024-10-22
- Modified: 2025-06-11
- URL: https://www.customercontactweek.com/ccw-lasvegas/excellence/

CCW Las Vegas | June 2025 Excellence Awards The Industry's Most Exciting Night of the Year The CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession. The mission of the CCW Excellence Awards is to raise the bar for the contact center profession by identifying top practices, superior thinking, creativity, and execution across the full spectrum of contact center functions. The 2025 Awards program celebrates stories of strength, endurance, perseverance, and operational continuity across the profession. Become A Sponsor View Gala Photos Get Your Ticket All awards gala tickets must accompany tickets to CCW Las Vegas. Awards gala tickets are not available a la carte. Need assistance with your Gala ticket reservation? Let us know and a member of the team will be happy to help. CCW Excellence Awards tickets are SOLD OUT 2025 Categories End User Categories Customer Contact Leader of the Year Customer Contact Agent of the Year Customer Contact Manager of the Year Best in Class Contact Center (1-99 Seats) Best in Class Contact Center (100+ Seats) Vendor Categories Automation Solution of the Year Cloud-Based CX Solution of the Year BPO of the Year Workforce Innovation of the Year Disruptive Technology of the Year End User & Vendor Categories CCWomen Hall of Fame CCWomen's Best Workplace for Gender Equity CMP Research: Best of the Best Employee Experience CMP Research: Best of the Best Self-Service Innovation 2025 Award Winners End User Categories Customer Contact Leader of the Year Dana Lloyd, Synovus Bank Customer Contact Agent of the Year Sandy Bahhur, Synovus Bank Customer Contact Manager of the Year Cordell Miles, IAA Best in Class Contact Center (1-99 Seats) OneCause Best in Class Contact Center (100+ Seats) Nespresso Vendor Categories AutomationSolution of the Year NICE BPO of the Year Working Solutions Cloud-Based CXSolution of the Year Sprinklr Disruptive Technologyof the Year Gladly Workforce Innovationof the Year Centrical End User & Vendor Categories CMP Research Best of the Best: Employee Experience Alorica CMP Research Best of the Best: Self-Service Innovation National Debt Relief CCWomen's Best Workplace for Gender Equity Mosaicx CCWomen Hall of Fame Leigh Roach, Johnston & Murphy Natalie Beckerman, IHG 2025 Award Finalists End User Categories Customer Contact Leader of the Year Alex Batchelor, Synovus Bank Dana Lloyd, Synovus Bank Jessica Smith, Unitus Community Credit Union Junaid Sarwar, Regional Municipality of Durham Millicent McIntyre, IAA Customer Contact Agent of the Year Aaron Richardville, Lifetime Home Remodeling Averionna Hawkins, Leaf Home Blair Bridges, Pearson Daileen Carrion, Synovus Bank Lanxin Van Bakel, FOTILE Michelle Wilkerson, American Kennel Club Sandy Bahhur, Synovus Bank Customer Contact Manager of the Year Alyssa Cullen, Unitus Community Credit Union Cordell Miles, IAA June Li, FOTILE Michael Lucyk, Lifetime Home Remodeling Mindy Johnson, Waystar Samuel Rivas, Jefferson Bank Terrence Clark, Pearson Best in Class Contact Center (1-99 Seats) American Kennel Club FOTILE OneCause Ossur Americas Region of Durham Unititus Community Credit Union Wellby Financial Best in Class Contact Center (100+ Seats) Broad River Retail Careington Kroger Nespresso Synovus Bank UPMC WebMD Health Services Vendor Categories AutomationSolution of the Year Webex by Cisco Cyara Five9 Microsoft NICE Talkdesk USU BPO of the Year ACC Premiere Acquire BPO Etech Foundever Working Solutions Cloud-Based CXSolution of the Year Webex by Cisco Dialpad Genesys Microsoft Nextiva NICE Sprinklr Disruptive Technologyof the Year Diabolocom Gladly Krisp Microsoft Observe. AI Sanas UnifyCX Workforce Innovationof the Year Centrical USU ShyftOff Pathstream Calabrio Cresta End User & Vendor Categories CMP Research Best of the Best: Employee Experience Alorica Doctor Care Anywhere FOTILE Foundever Microsoft Pentafon ResultsCX CMP Research Best of the Best: Self-Service Innovation Lenovo Mason Companies Microsoft Mosaicx National Debt Relief Optimum ResultsCX USU CCWomen's Best Workplace for Gender Equity CX Consulting Partners Foundever Liveops Mosaicx Omni Interactions OP360 ResultsCX CCWomen Hall of Fame Danielle Erickson, InteLogix Edy Estanislao, ResultsCX Helen Maslin, Huntswood, a ResultsCX company Leigh Roach, Johnston & Murphy Mandi Geary, BSN Sports Tina Hammons, UnifyCX

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> CCW Las Vegas | June 2025 Resources Content Resources Prefer email? Reach out to be sent any report via email instead! Vendor Solutions Snapshot 2025

- Published: 2024-10-22
- Modified: 2025-05-07
- URL: https://www.customercontactweek.com/ccw-lasvegas/resources/

CCW Las Vegas | June 2025 Resources Content Resources Prefer email? Reach out to be sent any report via email instead! Vendor Solutions Snapshot 2025 Current Attendee Snapshot CMP Research 2025-2026 Benchmarking Report CMP Research Prism for Customer Analytics & Insights Tools Employee Retention Analysis & Improvement Worksheet Past Attendee Snapshot Content Resources Prefer email? Reach out to be sent any report via email instead! Past Attendee Snapshot On the Blog View all posts

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> Don't miss CCW Nashville 2025! Register now for exclusive group discounts & promo rates. Join CX professionals Oct 22-24 at The Omni Nashville. Sign up today!

- Published: 2024-10-22
- Modified: 2025-05-15
- URL: https://www.customercontactweek.com/ccw-nashville/registration/

CCW Nashville | October 2025 Registration Unlock the Experience Your passes are waiting. Register today and join hundreds of professionals empowering their CX decisions and the future of customer contact. October 22-24, 2025 | The Omni Nashville End Users save $4,998 off passes ($2,499 standard rate) now through 6/19/2025. Vendors are never eligible for promotional rates and purchases will be subject to cancellation. ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; *Promotional discounts are available for End Users only. Vendors are never eligible for discounts off event tickets. Please see our End User/Vendor definitions below for more clarity. CCW is better in groups. Part of a large group? We have limited availability of special group packages for groups of 10+. Featuring private meeting rooms for your team for the week. Contact us to learn more Travel & Hotels Customer Contact Week Nashville will be held at the Omni Nashville, 250 Rep. John Lewis Way S, Nashville, TN 37203 on October 22-24, 2025. BOOK NOW Arrive on Wednesday You should plan to arrive by Wednesday morning to kick off CCW Nashville 2025 at our workshop day. Leave on Friday You should plan to leave Friday late evening—following afternoon sessions. 2025 Hotel Room Blocks Act fast to book your hotel reservation with our special group rate at the Omni Nashville before our block sells out. See you in Nashville! BOOK NOW Airline Discounts We are pleased to offer discounts for the following airlines: Delta | Reference Code: NM48D Southwest | Reference Code: 99340032United | Reference Code: ZQ7N210281 Additional Information Fraud Alert Please be advised that in the conference industry, we often come across fraudulent service providers that claim to be able to offer hotel reservation services. Note that Customer Contact Week has not authorized them, or any other organization, to contact you on our behalf. We encourage you to avoid these attempts by not engaging with suspicious emails or calls. We recommend that attendees follow the booking instructions on this website to make all hotel reservations. Booking with unknown service providers exposes you to the risk of incurring fraudulent credit card charges, and your reservation for the conference may not be valid. If you think you have been contacted by a fraudulent service provider, please be sure to inform us at events@customercontactweek. com. 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 vs. Vendor 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. Accessibility & Inclusion 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 events@customercontactweek. com, ideally at least four weeks prior to the conference.

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2024-10-22
- Modified: 2025-05-29
- URL: https://www.customercontactweek.com/ccw-nashville/schedule/

CCW Nashville | October 2025 Schedule CCW Nashville 2025 Schedule of Events At Customer Contact Week, you have more at your fingertips than anywhere else in the world. Agenda Detail (function { var bz = document. createElement('script'); bz. type = 'text/javascript'; bz. async = true; bz. src = 'https://organizer. bizzabo. com/widgets/agenda/agenda. js'; var s = document. getElementsByTagName('script'); s. parentNode. insertBefore(bz, s); });

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2024-10-22
- Modified: 2025-04-25
- URL: https://www.customercontactweek.com/ccw-nashville/sponsors/

CCW Nashville | October 2025 Sponsors About Our Sponsorship Opportunities CCW presents an unparalleled showcase of cutting-edge technology, innovative solutions, and groundbreaking trends in customer experience, brought to you by the industry's leading suppliers. This exclusive showcase offers the exceptional opportunity for customer contact executives to make informed decisions, driving their customer contact strategies to new heights. Get in front of top customer contact leaders who are serious about building relationships and meeting new partners to grow and innovate their organizations. Partner With Us Get The Prospectus Proudly Sponsored By ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Interested in sponsoring a CCW event? Partner With Us

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> Stay ahead with CCW Nashville 2025 content resources! Get insights on AI-powered customer interactions, chatbots, and CX innovations. Read now.

- Published: 2024-10-22
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/ccw-nashville/resources/

CCW Nashville | October 2025 Resources Content Resources CCW Las Vegas 2024 Post Show Report

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> team ccw CCW Series Team Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will

- Published: 2024-10-22
- Modified: 2024-12-11
- URL: https://www.customercontactweek.com/team-ccw/ccw-team-profiles/

team ccw CCW Series Team Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will propel your business forward. Be part of the journey to redefine customer contact and experience. Contact Us Register for an Event

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> CCW Las Vegas | June 2025 Sponsorship Prospectus Discover the Value of Customer Contact Week Complete the form below to access the Sponsorship Prospectus.

- Published: 2024-10-22
- Modified: 2025-01-23
- URL: https://www.customercontactweek.com/ccw-lasvegas/prospectus/

CCW Las Vegas | June 2025 Sponsorship Prospectus Discover the Value of Customer Contact Week Complete the form below to access the Sponsorship Prospectus. Or, request a copy of the Prospectus be sent to you via email instead! ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> Discover how CCW Nashville 2025 empowers customer contact leaders with insights on AI, CX, digital transformation, and leadership. Download the brochure!

- Published: 2024-10-22
- Modified: 2025-05-27
- URL: https://www.customercontactweek.com/ccw-nashville/brochure/

CCW Nashville | October 2025 Event Brochure Discover the Value of Customer Contact Week How can you benefit from Customer Contact Week? Complete the form below to access the event brochure for CCW Nashville 2025. Or, send us a note to request the brochure via email instead! Customer Contact Week was created to empower customer contact executives with a collaborative platform to explore best practices, innovative technologies, and essential customer service priorities. As the industry has evolved, so has CCW, continuously adapting to profound advancements in technology and shifting customer expectations.   CCW continues that tradition by exploring digital transformation strategy, generative AI and emerging technologies, remote work, customer experience best practices, leadership & culture, and more. Our carefully curated agenda features thought-provoking keynotes, interactive workshops, and engaging think tanks, equipping you and your team with cutting-edge strategies and tactics to pave the way forward.

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> Terms and Conditions Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by providing reasonable advance notice to

- Published: 2024-10-22
- Modified: 2024-11-07
- URL: https://www.customercontactweek.com/terms-conditions/

Terms and Conditions Cancellation, Postponement and Substitution Policy You may substitute delegates at any time by providing reasonable advance notice to Customer Management Practice, LLC. For any cancellations received in writing not less than eight (8) days prior to the conference, you will receive a 90% credit to be used at another Customer Management Practice, LLC conference which must occur within one year from the date of issuance of such credit. An administration fee of 10% of the contract fee will be retained by Customer Management Practice, LLC for all permitted cancellations. No credit will be issued for any cancellations occurring within seven (7) days (inclusive) of the conference. In the event that Customer Management Practice, LLC cancels an event for any reason, you will receive a credit for 100% of the contract fee paid. You may use this credit for another Customer Management Practice, LLC event to be mutually agreed with Customer Management Practice, LLC, which must occur within one year from the date of cancellation. In the event that Customer Management Practice, LLC postpones an event for any reason and the delegate is unable or unwilling to attend in on the rescheduled date, you will receive a credit for 100% of the contract fee paid. You may use this credit for another Customer Management Practice, LLC event to be mutually agreed with Customer Management Practice, LLC, which must occur within one year from the date of postponement. Except as specified above, no credits will be issued for cancellations. There are no refunds given under any circumstances. Customer Management Practice, LLC is not responsible for any loss or damage as a result of a substitution, alteration or cancellation/postponement of an event. Customer Management Practice, LLC shall assume no liability whatsoever in the event this conference is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other event that renders performance of this conference impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: war, fire, labor strike, extreme weather or other emergency. Please note that while speakers and topics were confirmed at the time of publishing, circumstances beyond the control of the organizers may necessitate substitutions, alterations or cancellations of the speakers and/or topics. As such, Customer Management Practice, LLC reserves the right to alter or modify the advertised speakers and/or topics if necessary without any liability to you whatsoever. Any substitutions or alterations will be updated on our web page as soon as possible. Outboarding Policy Outboarding is the unethical act of soliciting business outside the terms of an official CCW sponsorship agreement via unauthorized exhibits, demonstrations, offsite events, or branded activations. It may also take the form of commercial activity conducted from a hotel guest room or hospitality suite, restaurant, or other place of public of assembly. CCW prohibits the practice of outboarding and aggressively enforces this policy to protect our sponsors' investment and the integrity of our show. Official sponsors are encouraged to host parties and special events that enhance their presence at Customer Contact Week. Notwithstanding, CCW restricts sponsors from hosting functions and programs that compete with official event programming without explicit approval from their account manager. Consequences Outboarding violates Customer Contact Week policy, is an unfair business practice, and violates International Association of Exhibitions and Events (IAEE) guidelines. CCW will expel anyone who violates this policy without a refund. Additional penalties may be levied for repeat offenses, including but not limited to the temporary or permanent exclusion of an individual or entire company from future Customer Management Practice events. What Should I Do If an Outboarder Contacts Me? If you receive an invitation to meet before the event, first confirm they're an authorized exhibitor or sponsor. If they're not on this list, don't hesitate to reach out to CCW at info@customermanagementpractice. com. If you observe solicitations outside official exhibit booths please notify show management at the check-in desk. CCW will investigate and expel attendees who solicit business in the expo hall aisles or other public spaces. We may share your information with sponsors of this event who may wish to contact you in relation to special offers, products and services related to your role within your company. If you prefer not to be contacted by the sponsors please email info@customermanagementpractice. com. We respect your right to privacy. Read our privacy policy.

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> Cookie Policy Last updated 7th June 2019 This Cookie Policy explains how cookies and similar technologies (collectively, “Cookie(s)”) are used when you

- Published: 2024-10-22
- Modified: 2024-10-24
- URL: https://www.customercontactweek.com/cookie-policy/

Cookie Policy Last updated 7th June 2019 This Cookie Policy explains how cookies and similar technologies (collectively, “Cookie(s)”) are used when you visit IQPC websites as well as any other services that display this Cookie Policy. This policy explains what these technologies are and why they are used, as well as your right to control their use. We may change this Cookie Policy at any time. Please take a look at the “Last Updated” date at the top of this page to see when this Cookie Policy was last revised. Any change in this Cookie Policy will become effective when we make the revised Cookie Policy available on or through the Site. If you have any question, please contact us by email at dpo@iqpc. com. 1. What Is A Cookie? A cookie is a small text file (often including a unique identifier), that is sent to a user’s browser from a website's computers and stored on a user’s computer's hard drive or on a tablet or mobile device (collectively, “Computer”). A Cookie stores a small amount of data on your Computer about your visit to the Site. We may also use “web beacons” (also known as “clear GIFs” or “pixel tags”) or similar technologies on our Site to enable us to know whether you have visited a web page or received a message. A web beacon is typically a one-pixel, transparent image (although it can be a visible image as well), located on a web page or in an email or other type of message, which is retrieved from a remote website on the internet enabling the verification of an individual's viewing or receipt of a web page or message. A web beacon helps us to understand whether you came to our website from an online advertisement displayed on a third-party website, measure successes of email marketing campaigns and improve our website performance. They may also enable us to relate your viewing or receipt of a web page or message to other information about you, including your personal information. In many instances, web beacons rely on cookies to function properly, and so declining cookies will impair their functioning. We place and access Cookies on your Computer; these Cookies are known as “first-party Cookies. ” Cookies may also be placed and accessed by some of our third-party vendors, which are known as “third-party Cookies” and are described below. Some Cookies are "session Cookies," which means that they are temporary Cookies that are only stored on your device while you are visiting our Site. Other Cookies are "persistent Cookies," which means that they are stored on your device for a period of time after you leave our Site. You can choose whether to accept Cookies by changing the settings on your browser. However, if you disable this function (or keep this function disabled, as set by default by certain browsers), your experience on the Site may be diminished and some features may not work as intended. 2. What Cookies Do We Use? 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> Discover groundbreaking strategies and tools at Customer Contact Week in Nashville to elevate your customer service experience.

- Published: 2024-10-07
- Modified: 2025-06-04
- URL: https://www.customercontactweek.com/ccw-nashville/

Fall Customer Contact Week Nashville October 22-24, 2025 | Omni Nashville Get Your Pass Get the Event Brochure CCW Attendees 37% Decision Makers 86% Budget Influencers 71% C-Suite, VP & Director 40% Sourcing New Solutions Why Attend CCW Nashville? Join industry leaders at CCW Nashville to gain strategic insights, strengthen your customer contact strategy, and drive meaningful impact across your organization. From expert-led discussions to high-value networking, this is where customer experience professionals come to solve real challenges and shape the future of service.   Whether you're looking to improve AI adoption, upskill your team, or position your organization at the forefront of customer-centric innovation, we deliver the tools and insights to get you there. Invest in your development, spark transformation within the organization, and walk away with a renewed vision for what’s possible in customer experience. CCW isn’t just the leading event series for customer contact professionals - it’s where real change begins. Learn Engage with 50+ seasoned industry leaders who offer proven perspectives on the most pressing challenges and opportunities in the customer experience landscape. Every keynote, panel, and interactive discussion is designed to deliver actionable value and help you make decisions that enhance your organization's competitive edge. Connect Source new technology solutions and connect with like-minded peers. CCW’s Expo Hall offers abundant resources, live demos, and 1:1 meetings with exhibitors offering services in AI, Analytics, CX Management, and more. Build Set yourself and your team up for success with the top ideas progressing the customer contact space. Create your unique experience in our program to build your knowledge and strategies for the future. Inspire Whether professional growth or expanding your network, find endless opportunities for connection and engagement. Gain fresh perspectives, and cultivate relationships that will benefit you long after you hear the final notes in Music City! Results, Not Just Rhetoric 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. The Expo Hall assembles the who’s who of brands in technology, services, and support for contact center and CX leaders. Check out their products, attend live demos, build vendor relationships to advance your customer contact initiatives, and get months of product evaluation in 2 days. From the CCW Blog All Posts January 2025 CCW Orlando Self-Service & AI: Optimize Customer Experiences link June 2025 CCW Las Vegas The World’s Largest Customer Contact Event link

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> Join Customer Contact Week in Las Vegas for premier customer service workshops, expert speakers, and networking opportunities.

- Published: 2024-10-07
- Modified: 2025-05-28
- URL: https://www.customercontactweek.com/ccw-lasvegas/

Summer The World's LargestCustomer Contact Event June 9-12, 2025 | Caesars Forum, Las Vegas Get Your Pass Get the Brochure 5000 Attendees 49 U. S. States 46 Countries 200+ Solution Providers Customer Contact Week Las Vegas Featured Headliners Forward-thinking leaders and luminaries share boundary-pushing perspectives, innovative strategies, and transformative lessons that are redefining how businesses of the future operate.

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> Attend Customer Contact Week in Orlando for actionable insights and strategies to enhance your customer service operations.

- Published: 2024-10-07
- Modified: 2025-03-18
- URL: https://www.customercontactweek.com/ccw-orlando/

Winter Thanks for Joining us at CCW Orlando2025. We'll see you in 2026! January 2026 Join The Waitlist 37% Decision Makers 86% Budget Influencers 71% C-Suite, VP & Director 40% Sourcing New Solutions Why Attend CCW Orlando? The Self-Service Playbook How to Optimize Customer Experiences with AIAs the largest customer contact conference series in the world, Customer Contact Week (CCW) stands as the top event for customer contact and customer experience leaders. Each year, thousands of attendees come from around the world to experience everything that CCW has to offer, from unparalleled networking opportunities to key insights & strategies from today’s experts. To kick off 2025, we’re spotlighting The Self-Service Playbook: how to optimize customer experiences with AI. Learn With 50+ expert speakers and 70+ sessions, learn about the emerging trends shaping the future of customer contact from a diverse mix of brand disruptors. Connect Source new technology solutions and connect with like-minded peers. CCW’s Expo Hall offers abundant resources, live demos, and 1:1 meetings with exhibitors offering services in AI, Analytics, CX Management, and more. Build Set yourself and your team up for success with the top ideas progressing the customer contact space. Create your unique experience in our program to build your knowledge and strategies for the future. Inspire Whether professional growth or growing your network, find endless opportunities for engagement and development. Take advantage of the program, prioritize what’s important to you, and make amazing memories! Results, Not Just Rhetoric 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. The Expo Hall assembles the who’s who of brands in technology, services, and support for contact center and CX leaders. Check out their products, attend live demos, build vendor relationships to advance your customer contact initiatives, and get months of product evaluation in 2 days. From the CCW Blog All Posts June 2025 CCW Las Vegas The World’s Largest Customer Contact Event link October 2025 CCW Nashville Tech at Work: Intersection of Workforce & Technology link

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> Discover the sponsors behind Customer Contact Week, supporting the advancement of customer service and contact center innovation.

- Published: 2024-10-07
- Modified: 2025-05-06
- URL: https://www.customercontactweek.com/sponsors/

Sponsors New Business Starts at Customer Contact Week Partner With Us Get the Prospectus Audience Insights 86% Have budget influence 82% Sourcing AI & Automation Solutions 75% Outsourcing Customer Operations 63% Want Facilitated Intros Onsite Sponsorship Benefits Unlock High-Value Opportunities at CCW Showcase Innovation Highlight your latest technology to an audience ready to enhance customer contact operations and position your brand as a leader. Build Lasting Partnerships Connect with key decision-makers and industry leaders to create partnerships that can evolve into valuable, long-term relationships. Accelerate Your Sales Pipeline Engage with prospects who are actively seeking solutions, providing a direct path to new clients and faster sales growth. Partner With Us Industries & Attendees Connect with Leading Industries and Influential Decision-Makers Top Industries: Financial services, healthcare, retail, and travel & entertainment—sectors heavily investing in customer contact solutions. Who Attends: C-suite, VPs, directors, and managers of digital technology, customer contact operations, customer experience, and sales operations. Top Interests Key Areas of Focus for Our Attendees at CCW Customer Experience & Engagement: Personalization & customer segmentation, customer journey analytics, VoC & feedback management Technology & Automation: Cloud-based contact center platforms, AI & automation, self-service & customer support tech Data & Insights: Knowledge management, CRM & customer data platforms Workplace Solutions: Remote & hybrid work solutions Goals Onsite What Our Attendees Aim to Achieve at CCW Customer Engagement & Relationships: Having personalized conversations, enhancing omnichannel customer engagement Operational Efficiency: Exploring outsourcing call center operations, optimizing workforce management & operations Technology Adoption & Partnerships: Sourcing new partnerships, exploring AI & automation

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> Connect with the experts at Customer Contact Week for innovative strategies and solutions to transform your customer experience.

- Published: 2024-10-07
- Modified: 2025-04-14
- URL: https://www.customercontactweek.com/team-ccw/contact/

customer contact week Contact Us Questions? We have answers! Visit our FAQs to see what is commonly asked, or get in touch using the form below. CCW’s PR team is available to assist sponsors with any questions or issues you may have regarding your PR strategy before or during the event. Please contact The Pollack Group at cmp@pollackgroup. com for all press inquiries. CMP Media Kit

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> Learn about the team behind Customer Contact Week, dedicated to empowering businesses with customer service and experience solutions.

- Published: 2024-10-07
- Modified: 2024-12-18
- URL: https://www.customercontactweek.com/team-ccw/

About CCW Pioneering the Future of Customer Contact Centers & Customer Experience Contact Us Register for an Event Our mission is to equip professionals with the knowledge and tools they need to create exceptional customer experiences. We aim to foster a community of continuous learning, innovation, and excellence. Transforming Customer Contact Since 1999 Since its inception in 1999 as Call Center Week, Customer Contact Week has become the premier event for contact center and customer experience leaders. CCW brings together innovators across industries to shape world-class customer journeys through enlightening sessions, unmatched benchmarking, and diverse content. Join us to gain cutting-edge insights and actionable strategies that will propel your business to new heights. Get Your 2025 Pass Elevate Your Experience: What We Offer Enlightening Sessions: Discover sessions that ignite innovation and inspire transformation within your organization. Benchmarking Opportunities: Engage in benchmarking that sets industry standards and drives excellence. Diverse Content: Stay ahead with a rich array of content covering the latest trends and practices in customer contact and experience. More from Customer Management Practice The customer contact industry’s trusted partner offering research, events, and online communities. Research & Advisory CMP Research helps customer contact leaders make informed decisions faster amid transformation. Learn More Digital The World's Largest & Most Influential Customer Service Online Platform - CCW Digital - is the global online community and research hub of more than 159,000+ customer contact members. Become a Member CCWomen CCWomen is a community created by women, for women and allies with the mission to revolutionize the customer contact industry. Join the Community Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will propel your business forward. Be part of the journey to redefine customer contact and experience. Contact Us Register for an Event

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> Meet the CCW Advisory Board, featuring industry leaders shaping the future of customer contact at Customer Contact Week events.

- Published: 2024-10-06
- Modified: 2025-02-18
- URL: https://www.customercontactweek.com/team-ccw/advisory-board/

Team CCW 2025 Customer Contact Week Advisory Board ! function { var e = document. createElement("script"); window. bz_widget_env = "https://events. bizzabo. com", e. type = "text/javascript", e. async = ! 0, e. src = "https://organizer. bizzabo. com/widgets/sections/sections. js"; var t=document. getElementsByTagName("script");t. parentNode. insertBefore(e,t)}; Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will propel your business forward. Be part of the journey to redefine customer contact and experience. Contact Us Register for an Event

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> Visit the Customer Contact Week Blog to read news, tips and insights from the CX industry

- Published: 2024-10-06
- Modified: 2025-05-06
- URL: https://www.customercontactweek.com/team-ccw/blog/

Blog Join us at Customer Contact Week Network with industry leaders, gain actionable insights, and leave with strategies that will propel your business forward. Be part of the journey to redefine customer contact and experience. Contact Us Register for an Event

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> Customer Contact Week is the world's largest customer contact event. Learn more and register here.

- Published: 2018-05-17
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/

Over 25 Years of Strategic Insights DrivingCustomer 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 January 2025 CCW Orlando Self-Service & AI: Optimize Customer Experiences link World's Largest June 2025 CCW Las Vegas The World’s Largest Customer Contact Event link October 2025 CCW Nashville Tech at Work: Intersection of Workforce & Technology link CCW Community 8,000+ Annual Attendees 1,000+ Companies 20+ Industries 500+ Solution Providers Event Attendees 37% Decision Makers 86% Budget Influencers 71% C-Suite, VP & Director 40% Sourcing New Solutions Top Challenges 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 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. 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. 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. 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. Customer Experience Proven Strategies for Exceptional CXDiscover 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 Past Speakers Martha Stewart Founder, Martha Stewart Living Jon Taffer Hospitality Legend, Executive Producer & Host, Bar Rescue Jonas Gebhardt Director, Customer Care Product, Walmart Shantel Love VP Customer Success, Pearson AI & Automation

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## Posts

> Discover how AI & automation are transforming workforce development through smarter reskilling & upskilling strategies. Learn how to future-proof your team for the digital age.

- Published: 2025-05-22
- Modified: 2025-05-22
- URL: https://www.customercontactweek.com/team-ccw/blog/reskilling-upskilling/
- Categories: Uncategorized
- Themes: Leadership & Culture
- Events: CCW Las Vegas

Both reskilling and upskilling are especially timely as organizations grapple with emerging technologies like AI. Reskilling involves training employees to take on entirely new roles, often in response to shifting organizational needs or emerging technologies. Employee upskilling, by contrast, enhances an employee’s existing capabilities to keep pace with evolving demands within their current role. As automation transforms industries, roles are being redefined faster than traditional learning models can accommodate. Simultaneously, digital transformation is creating urgent demand for new skill sets—from data literacy to AI fluency. AI and automation aren’t just catalysts for change—they are becoming essential tools for delivering personalized, scalable, and adaptive learning solutions, especially in the customer service industry. When leveraged strategically, they can empower Learning & Development teams to future-proof the workforce, close critical skill gaps, and drive innovation from within. The future of work hinges on how quickly and effectively organizations embrace this shift. The Workforce Challenge: Rapid Technological Change Rapid technological change is reshaping the workforce landscape, fueling both job displacement fears and significant opportunity creation. While automation and AI are expected to displace certain routine or manual roles, they are also generating demand for new jobs in data science, cybersecurity, AI operations, and beyond. The World Economic Forum predicts that while 85 million jobs may be displaced by 2025, 97 million new roles could emerge—many of which don’t yet exist. This change has exposed a growing skills gap, particularly in digital literacy, critical thinking, and technical proficiencies like cloud computing and machine learning. A 2024 LinkedIn report found that 64% of L&D leaders say closing this gap is their top priority. As workforce demands evolve, companies like yours must adapt—not only to attract talent, but to retain and empower their existing teams through continuous learning. The ability to upskill and reskill is now a strategic imperative. How AI Is Powering Modern Learning and Development Like we mentioned previously, AI is transforming L&D by enabling personalized, data-driven learning experiences at scale. AI algorithms analyze employee performance, preferences, and career goals to create individualized learning paths, ensuring that content is relevant, timely, and aligned with business needs. Adaptive learning platforms use real-time feedback to adjust difficulty and pacing, enhancing engagement and knowledge retention. AI-powered skills assessments go beyond traditional testing by continuously evaluating competencies through on-the-job data, enabling more accurate skills mapping and targeted development. In corporate environments, AI automates key L&D functions—such as content curation, learning recommendations, and progress tracking—freeing up L&D teams to focus on strategic initiatives. Use cases range from onboarding automation and leadership training to technical upskilling at scale. By integrating AI into L&D, organizations can not only accelerate skill acquisition but also create agile, future-ready workforces equipped to thrive as times and strategies change. Automation and Microlearning: Building Skills at Scale Automation is streamlining L&D by eliminating manual processes—scheduling, content delivery, tracking, and reporting—allowing teams to deploy training more efficiently across large, dispersed workforces. Automated workflows ensure that the right content reaches the right people at the right time, supporting consistent, scalable skill development. Microlearning—bite-sized, focused content—is ideal for today’s fast-paced work environments. It supports “in-the-flow” learning, where employees access relevant training at the moment of need without disrupting productivity. Whether it’s a quick video, checklist, or simulation, microlearning fits seamlessly into daily routines. Combined with automation, microlearning enables real-time performance support and continuous reinforcement. AI can trigger content delivery based on behavior or performance data, reinforcing key concepts when they’re most needed. This just-in-time approach boosts retention and application, helping organizations embed learning into everyday work. Together, automation and microlearning provide a powerful formula for building skills at scale with agility and precision. Key Benefits of AI-Driven Reskilling and Upskilling When it comes to reskilling and upselling, there are a variety of benefits. By personalizing learning paths and automating onboarding, AI accelerates employee readiness and reduces time-to-productivity. It boosts engagement by delivering relevant, timely content tailored to individual roles and career goals, leading to higher retention. AI also helps align training initiatives with strategic business needs through data-driven insights and skill mapping. Most importantly, it empowers internal mobility by identifying and nurturing transferable skills, allowing employees to grow within your organization. The result: a more agile, motivated, and future-ready workforce. Best Practices for Implementing AI in Workforce Development To successfully implement AI in workforce development, start with a comprehensive skills gap analysis to identify current capabilities versus future needs. This encourages targeted, strategic use of AI-driven learning tools as seamless integration with existing HRIS and LMS platforms maximizes efficiency and leverages current infrastructure. Involving managers in the learning journey enhances accountability and provides valuable context for individual development. Finally, continuously track learner progress, engagement, and business outcomes—using AI to adapt programs in real time based on feedback and results. This data-informed approach allows workforce development to remain relevant, effective, and aligned with organizational goals. Preparing for the Future of Work Thriving in the future of work requires building a culture of continuous learning—where curiosity, adaptability, and skill development are embedded into daily operations. As AI becomes more integrated, it's crucial to frame it as a tool for augmentation, not replacement. Human and AI collaboration can enhance productivity, creativity, and decision-making across roles. Leadership plays a pivotal role in this transformation by championing L&D innovation, modeling a growth mindset, and investing in tools that empower employees. When your leaders actively support learning, it signals that development is a strategic priority, not just a benefit—fueling long-term organizational resilience. Learn More at Las Vegas’ Customer Contact Week Want to learn more about automation for upskilling and AI in employee training? Register for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer!

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> Explore how AI and robotics are transforming the workforce, driving automation, enhancing employee performance, and reshaping the future of work in contact centers and beyond.

- Published: 2025-05-12
- Modified: 2025-05-12
- URL: https://www.customercontactweek.com/team-ccw/blog/ai-and-robotics/
- Categories: Uncategorized
- Themes: Workforce Management & Development
- Events: CCW Las Vegas

AI and robotics are transforming the modern workplace. Intelligent automation is reshaping job roles, increasing efficiency, and enabling more strategic human contributions across customer support environments, making it essential to the future of work in 2025 and beyond. Automation is no longer just an idea—it’s truly a present force reshaping how we work. Industries across the globe are accelerating adoption to enhance productivity, reduce costs, and stay competitive. From manufacturing floors to corporate offices, intelligent systems are transforming tasks once done exclusively by humans. In 2025, we stand at a critical inflection point: the AI-driven workforce is becoming foundational. What is AI Workforce Automation? The phrase AI workforce automation refers to the use of artificial intelligence technologies to perform tasks traditionally handled by humans, often in collaboration with them. Unlike traditional automation—which typically relies on rule-based systems and fixed programming to handle repetitive, predictable tasks—AI automation adapts and learns from data to handle more complex, variable, and cognitive processes. This shift enables machines to understand language, recognize patterns, make decisions, and even improve over time. Robotic process automation, which automates high-volume, repetitive tasks like invoice processing or data entry, is a great example of AI workforce automation. AI assistants (think chatbots or virtual customer service agents) can interpret and respond to inquiries in real time, improving efficiency and user experience. Intelligent scheduling tools optimize workforce planning by analyzing workloads, availability, and resource constraints to make dynamic recommendations. It’s important to note that AI workforce automation is designed to augment—not replace—human capabilities. These systems take over routine or data-heavy tasks, freeing employees to focus on strategic, creative, and interpersonal responsibilities. As AI takes on more operational complexity, it empowers humans to do more meaningful, value-added work. This partnership between people and intelligent systems is reshaping the future of work by enhancing productivity, decision-making, and innovation across industries. Robotics in the Modern Workplace The rise of robotics for digital tasks reflects a growing demand for speed, accuracy, and efficiency in both physical and virtual workflows. For instance, robotic desktop contact center automation streamlines agent workflows by handling repetitive screen-based tasks like data retrieval and form-filling. In warehouses, autonomous bots manage inventory and logistics with minimal human oversight. Smart kiosks in retail and hospitality offer personalized service using AI to adapt in real time. These systems increasingly integrate with AI, enabling them to make decisions, learn from interactions, and execute tasks intelligently—blurring the line between automation and cognitive assistance for seamless performance. Benefits of AI and Robotics for the Workforce Efficiency & ProductivityWhen it comes to intelligent workforce solutions, AI and robotics are the names of the game as they automate repetitive, time-consuming tasks including data entry, scheduling, and order processing, which frees up human workers to focus on more strategic responsibilities. This leads to faster execution and higher overall output. Enhanced Employee ExperienceBy offloading tedious tasks, your employees can concentrate on high-impact, engaging work that drives positive change in your company. This not only boosts morale but also fosters innovation and job satisfaction. ScalabilityAI systems can easily adapt to changing workloads, whether it’s scaling up during peak demand or optimizing during quieter periods, without the need for proportional increases in staffing. Accuracy & ConsistencyAutomated processes reduce human error and deliver consistent results—especially critical in areas like customer support, compliance, and finance—ensuring high service quality and reliability. Actionable Data InsightsAI tools collect and analyze workforce data to reveal trends, forecast needs, and guide decision-making. This supports smarter workforce planning, real-time performance optimization, and continuous improvement. Emerging Trends to Watch for 2025 AI and robotics are driving transformative shifts in the workforce. One key trend is the integration of generative AI into task automation and decision-making. These systems are not just streamlining repetitive functions but also generating insights, content, and solutions that augment human creativity and accelerate productivity across sectors. Another major development is the rise of digital coworkers and AI avatars. These virtual assistants, often powered by conversational AI, are taking on roles ranging from customer service to internal team support, enabling 24/7 responsiveness and freeing up your employees to focus on other work. Predictive workforce planning is also gaining momentum. With advanced AI modeling, your organization can forecast talent needs, identify skill gaps, and dynamically adjust hiring or upskilling strategies. This leads to more agile and future-ready workforce management. Robotics-as-a-Service (RaaS) is revolutionizing access to automation as well. Rather than requiring large upfront investments, companies like yours can now deploy robots on a subscription basis, scaling usage based on real-time needs. This flexibility is particularly valuable in manufacturing, logistics, and healthcare, where operational demands can shift rapidly. Challenges and Considerations As AI and robotics reshape the workforce, several challenges and considerations must be addressed to ensure responsible and inclusive adoption. A primary concern is job displacement, as automation threatens certain roles, fueling fear among workers about job security and future employability. While many positions will evolve rather than disappear, this transition demands careful planning and communication. Closely tied to this is trust in automation as employees and employers alike must have confidence in AI systems’ accuracy, fairness, and transparency. Building this trust requires rigorous testing, clear accountability, and ongoing oversight. The redefinition of job roles is inevitable, with many positions requiring new skills or hybrid human-machine collaboration. This underscores the critical need for reskilling and upskilling, ensuring workers can adapt and thrive in tech-enhanced environments. At the organizational level, companies like yours must navigate complex issues around compliance, ethics, and data privacy. Responsible use of AI means adhering to evolving regulations, preventing bias, and safeguarding personal data. Lastly, implementing human-in-the-loop systems is vital. Keeping humans involved in key decision-making processes helps keep ethical standards, contextual judgment, and a balanced approach to automation intact, reinforcing the idea that AI should amplify—not replace—human capabilities. The Future of Work in 2025 and Beyond The future of work in 2025 and beyond envisions a hybrid workforce where humans collaborate seamlessly with AI and robotics. This synergy will drive efficiency, innovation, and adaptability, and in order to thrive, organizations must embrace leadership that encourages continuous learning, cross-functional teamwork, and a culture of innovation. Success will depend not just on technology, but on how well your leaders integrate it with human potential, balancing speed with ethics and automation with empathy. The future belongs to those who prepare for it now. Learn More at Las Vegas’ Customer Contact Week Want to learn more about how AI and robotics are reshaping the workforce? Register for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer!

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> Discover how AI self service is transforming customer support in 2025 with intelligent solutions that boost satisfaction, efficiency, and personalization

- Published: 2025-04-29
- Modified: 2025-04-29
- URL: https://www.customercontactweek.com/team-ccw/blog/ai-enhanced-cx/
- Categories: Uncategorized
- Themes: Omnichannel & Self-Service
- Events: CCW Las Vegas

The integration of artificial intelligence into customer support platforms to allow users to independently resolve issues, access information, and complete tasks without direct human assistance is known as AI self-service. This includes AI-powered chatbots, virtual assistants, and intelligent search tools that deliver accurate, context-aware responses in real time. You may be rethinking support strategies for your business to meet rising demands for speed, personalization, and 24/7 availability. Over the past few years, the space has evolved making AI self-service a customer expectation: customers want solutions on their terms, and AI is enabling companies like yours to deliver just that—practical, scalable, and intelligent support experiences that enhance satisfaction while driving efficiency.   What is AI Self-Service? AI self-service is the use of artificial intelligence technologies that encourage customers to find answers, make purchases, and beyond—without waiting for one of your live agents. Unlike traditional self-service tools such as static FAQs or knowledge bases, which rely on users knowing what to search for and how to phrase it, AI self-service interacts in a conversational, intuitive way using natural language understanding and machine learning. Traditional self-service options provide useful information, but they are limited by static content and rigid interfaces. They don’t adapt in real time or understand the nuance in a customer’s question. AI self-service can interpret intent, context, and even sentiment. This allows systems to offer dynamic, personalized responses—whether the customer is typing a question into an AI chatbot, speaking to a voice assistant, or engaging a virtual agent embedded in an app or website. AI Chatbots handle everything from order tracking to account management, all through natural, back-and-forth conversation. Voice Assistants integrate with IVR systems to understand spoken requests and route them efficiently or resolve them directly. Virtual Agents can initiate proactive outreach, guide users through complex processes, and escalate to human agents when needed. Predictive Routing uses AI to assess the nature of the inquiry and direct customers to the best resource, improving first-contact resolution. Customers expect support to be available 24/7, to function seamlessly in multiple languages, and to understand them the first time—no matter how they express themselves. AI self-service delivers on these expectations by providing smarter and faster assistance that mirrors the responsiveness of human agents, at any time of day, across any channel. Benefits of AI Self-Service in 2025 Enhanced customer satisfaction through personalization as well as instant, consistent, and accurate answers are a few of the main benefits of AI self-service in this day and age. This naturally leads to a more engaged, happier customer who is likely to remain loyal to your brand. In addition, scalability and efficiency are two key results of introducing AI into your self-service model as it is able to reduce wait times for your customers and support volume effectively, all of which is more cost-effective for your business. What’s more? You’ll have the data to back it all up. Your business can track and pull data-driven insights from self-service interactions, improving future behavior and decisions. Innovations to Watch AI self-service is evolving beyond basic automation into deeply personalized, predictive support. When it comes to new developments in the space, generative AI has recently developed the ability to create dynamic, real-time responses that are often highly accurate and effective. It now also analyzes sentiment and intent in real time, allowing systems to anticipate customer needs before they're fully expressed. This is the building blocks for personalized journeys, where AI guides users through tailored experiences and product recommendations based on behavior, preferences, and context. Multimodal AI support—combining voice, text, and visual inputs—allows for fluid, intuitive interactions across devices and channels. These innovations are transforming customer support from reactive problem-solving to proactive, intelligent engagement, raising the bar for speed, convenience, and personalization in every self-service experience. Challenges & Considerations But even with all the new developments, key challenges remain. Maintaining accuracy and empathy in AI interactions is essential—customers expect not only correct answers but also a human-like understanding of tone and context. Data privacy and security are critical, requiring strict policies to protect sensitive information. Striking the right balance between automation and human escalation ensures effective transitions when issues are complex or emotional. Lastly, AI models must be continuously trained and updated to handle evolving questions, languages, and user behaviors. Success in this space depends on blending innovation with responsibility, making the end result an effective extension of support. The Future of AI Self-Service When it comes to customer experience in 2025 and beyond, expect AI to develop as the front door to client support. AI will anticipate customer needs, providing proactive resolutions even before issues arise. Human employees will collaborate with AI systems to deliver hybrid support models that expertly solve any issue or question that arises. As automated customer service evolves, we recommend businesses like yours invest in new and evolving technologies, continually refine AI capabilities, and offer hybrid support models that seamlessly blend automation with human interaction. Learn More at Las Vegas’ Customer Contact Week Learn more about the development of AI customer support and our recommendations for the future by registering for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer!

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> Learn how automation, predictive analytics, and AI-powered insights can drive data-backed decisions for efficiency and growth. Explore the future of AI in business with CCW.

- Published: 2025-04-07
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/team-ccw/blog/ai-decision-making/
- Categories: Uncategorized
- Themes: Generative AI & Emerging Technology
- Events: CCW Las Vegas

AI-driven decision-making is completely reinventing business strategies by automating complex processes, enhancing predictive capabilities, and driving smarter, data-backed decisions. It uses artificial intelligence to analyze data and provide insights which enables organizations to make faster choices with less risk, optimize operations, and predict trends. With advancements in AI, it’s becoming integral to modern business strategies. Let’s dive into the role of AI-powered analytics, automation tools, and best practices for integrating into business operations to improve efficiency, customer satisfaction, and competitive advantage throughout your company. The Role of AI in Business Strategy By definition, AI-driven decision-making refers to the use of artificial intelligence tools, such as machine learning and predictive analytics, to guide business decisions based on data analysis. It empowers businesses like yours to streamline routine processes, enhance team productivity, and adapt quickly to changing market conditions by processing vast amounts of data faster than humans can.   A key aspect of an AI business strategy is the ability to automate processes and deliver real-time insights. For example, AI-powered customer service chatbots can predict customer needs by analyzing past interactions and behaviors, allowing businesses like yours to offer personalized recommendations or solutions proactively. This reduces response time, improves customer satisfaction, and allows employees to focus on more complex tasks. Machine learning also plays a critical role in refining business strategies. By continuously analyzing patterns in consumer behavior, market trends, and operational performance, AI models can predict future outcomes. You can then use these insights to optimize inventory management, forecast demand, or tailor marketing campaigns to specific customer segments, ensuring resources are allocated efficiently and maximally. In this way, AI-driven decision-making helps you remain agile and data-driven, fostering continuous improvement and sustainable growth through automation, precision, and predictive capabilities. How AI Enhances Predictive Analytics for Smarter Decisions Like we previously touched upon, AI enhances predictive analytics by using advanced algorithms to analyze historical data and predict future trends. Predictive analytics involves forecasting outcomes like demand, customer behavior, and potential risks.   For example, AI can identify patterns that signal financial risks or fraud by analyzing large volumes of transactional data in real time. Machine learning algorithms can detect anomalies, such as unusual spending behaviors, unexpected transactions, or discrepancies in account activity, that may indicate fraudulent activities. These AI systems are trained to recognize subtle patterns in data that humans might overlook, continuously refining their detection methods through new data inputs. By refining data interpretation, AI provides actionable insights, helping your business proactively adjust strategies, reduce costs, and ultimately drive growth and competitiveness. AI-Powered Automation: Driving Efficiency and Growth AI-powered automation handles routine processes, such as data entry, scheduling, and customer inquiries, so your team doesn’t have to. This reduces the risk of errors caused by manual work and frees up your employees to focus on higher-value tasks. Automation enhances productivity by increasing the speed and consistency of operations. Additionally, AI-driven automation lowers operational costs by minimizing the need for manual labor and reducing inefficiencies. As a result, businesses like yours experience improved ROI through faster workflows, reduced overhead, and more optimized resource allocation. In the end, this contributes to both cost savings and overall business growth. Implementing AI-Driven Decision Making in Your Business To implement AI-driven decision-making, we recommend your team start by defining clear objectives and selecting the right AI tools for automation and predictive analytics. Keep in mind that best practices include ensuring high-quality data, integrating AI with existing systems, and focusing on scalability, while common challenges include ensuring data quality, managing integration with legacy systems, and scaling AI solutions as the business grows. Overcoming these requires thorough planning, investing in clean data practices, and working with AI experts to ensure smooth implementation and long-term success. Future Trends in AI and Business Strategy Emerging AI technologies, like deep learning, natural language processing, and robotics, are advancing business automation. The role of AI ethics is crucial, especially when it comes to fairness, transparency, and accountability in decision-making. Companies must implement responsible AI governance to avoid bias and ensure data privacy. In the next decade, we see AI revolutionizing business strategy by enabling hyper-personalization, predictive analytics, and real-time decision-making in the customer service space and beyond. AI-driven tools will likely optimize supply chains, refine marketing, and improve customer service. In turn, businesses will grow more agile, innovative, and data-driven, while also raising new challenges in ethical and responsible AI usage. Learn More at Customer Contact Week Las Vegas Smarter business strategies are on the horizon. Learn more about how to unlock this potential with the help of AI and predictive analytics by registering for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer!

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> Explore how self-service customer service and AI tools are transforming support in 2025 with proactive solutions and best practices for the future

- Published: 2025-04-07
- Modified: 2025-04-07
- URL: https://www.customercontactweek.com/team-ccw/blog/redefining-customer-support/
- Categories: Uncategorized
- Themes: Omnichannel & Self-Service
- Events: CCW Las Vegas

The Evolution of Self-Service in Customer Support Self-service has recently emerged as a powerful and growing trend in customer support, changing the way businesses interact with customers. Traditionally, we have seen customers rely on call centers, emails, and in-person support to resolve their unique issues. However, with the rise of AI and automation, the conversation is shifting toward more efficient, scalable, and personalized self-service solutions that require less human brainpower and consideration.   AI-driven tools like chatbots, virtual assistants, and knowledge bases are allowing—and even encouraging—customers to solve problems on their own, at any time, from anywhere. This eliminates the need for human intervention, which not only enhances the customer experience by providing faster resolutions, but also reduces operational costs for businesses like yours.   Our team predicts that, in 2025, the self-service landscape will evolve even further. Innovations in AI, machine learning, and predictive analytics will redefine how customers engage with brands, offering even more intuitive, proactive, and personalized support experiences. Businesses that embrace this transformation will be better positioned to meet the growing demand for efficient, autonomous service, ultimately setting new standards for digital customer support. So let’s explore how to get there. Why Self-Service is Dominating Customer Support Self-service is now dominating customer support—and the trend makes sense. Our society is all about speed and convenience, and customers demanding quick, 24/7 solutions to their inquiries and issues is no different. Because no human can maintain this type of bespoke service, self-service channels have become essential.   For businesses like yours, self-service reduces costs and boosts efficiency by handling common inquiries without the need for your employees to take the time to intervene. AI and automation are key drivers, improving accuracy by providing instant, data-driven responses while personalizing interactions based on customer history. This combination of faster service, lower costs, and smarter, more personalized solutions is why self-service is becoming the preferred method for both customers and businesses. Key Trends Driving the Growth of Self-Service in 2025 AI-Powered Chatbots & Virtual Assistants: AI-powered chatbots and virtual assistants are beginning to handle increasingly complex queries by utilizing advanced machine learning and natural language processing. The result? Personalized, human-like interactions for faster, more accurate resolutions. Voice & Conversational AI: Voice-driven self-service options will continue to rise in 2025, offering customers seamless, hands-free support. Conversational AI now understands context, enabling more natural interactions, allowing customers to resolve issues with voice commands quickly. Proactive Self-Service: To an extent, AI can predict customer needs by analyzing behavior patterns and historical data. This anticipatory approach enhances your customer’s satisfaction and reduces resolution times by addressing issues before they arise. Integration with Omnichannel Support: Seamless integration between self-service platforms and live agents are becoming the norm. Customers are transitioning between channels, receiving consistent support, whether through AI-driven tools or human assistance, leading to a more enjoyable experience overall. Security & Personalization: More businesses are now focusing on balancing personalized customer service with data privacy. By leveraging secure AI models and encryption, companies are able to offer tailored experiences without running the risk of losing their customers’ trust because of a data breach. The Business Impact of Self-Service Adoption By automating routine tasks and reducing reliance on human employees, implementing self-service solutions offers your business increased operational efficiency and significant cost reduction. With 24/7 availability, your customers enjoy faster responses, leading to higher satisfaction and loyalty. However, businesses do face challenges in implementing self-service, including the need for advanced technology, integration with existing systems, and ensuring the accuracy of AI-driven tools. Overcoming these challenges will require strategic investments in AI and automation, continuous training for both technology and your agents, and ensuring seamless integration across platforms.   Best Practices for Implementing a Successful Self-Service Strategy A successful self-service strategy requires a few things: comprehensive FAQs, trained chatbots, and detailed knowledge bases. These resources provide customers with quick, accurate answers that’ll help keep your employees out of the equation. That being said, ensuring smooth escalation to human agents is also crucial when issues exceed AI capabilities, maintaining customer satisfaction. Continuously optimizing the self-service experience through analytics and customer feedback helps refine and adapt solutions based on real-world usage. Additionally, training teams to work alongside AI tools ensures a seamless experience, where human employees focus on complex tasks while AI handles routine inquiries. By integrating these best practices, your business can succeed at offering a highly efficient and effective self-service strategy. Looking Ahead: The Future of Self-Service Beyond 2025 Beyond 2025, we predict the future of self-service will see further advancements in AI and automation in the form of more sophisticated, predictive support solutions. AI will anticipate customer needs, providing proactive resolutions even before issues arise. However, human employees will still play a crucial role, shifting their time and energy towards complex tasks and providing emotional intelligence that AI can't replicate. As automated customer service takes a more active role, we recommend businesses invest in new and evolving technologies, continually refine AI capabilities, and offer hybrid support models that seamlessly blend automation with human interaction. By prioritizing personalization, speed, and innovation, companies like yours can stay competitive and meet the evolving expectations of your customers. Learn More at Las Vegas’ Customer Contact Week Learn more about the rise of self-service customer support and our predictions for the future of the industry by registering for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer!

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> Discover the future of AI chatbots and virtual assistants in 2025 with Customer Contact Week. Learn how AI enhances omnichannel service and digital-first engagement

- Published: 2025-03-18
- Modified: 2025-03-18
- URL: https://www.customercontactweek.com/team-ccw/blog/next-for-chatbots/
- Categories: Uncategorized
- Events: CCW Las Vegas

2025 is the year of AI-powered chatbots and virtual assistants! Evolving quickly and comprehensively, it’s time your business examined their key advancements and impact on business interactions—and learned a thing or two. Read on to discover how your business can leverage omnichannel customer service software to provide a unified customer experience and drive digital-first engagement. The Evolution of AI-Powered Customer Interactions AI chatbots and virtual assistants have evolved from rule-based automation, which followed predefined scripts, to advanced generative AI powered by large language models (LLMs). These LLMs, like GPT, understand context, generate coherent responses, and learn from interactions, enabling more natural and dynamic conversations. This shift enhances customer experiences by providing personalized, context-aware, and real-time assistance. Conversational AI streamlines customer service, supports seamless interactions, and ensures consistency across multiple touchpoints, making unified consumer experience strategies more effective. This evolution significantly improves satisfaction, reduces response times, and boosts operational efficiency, shaping the future of customer engagement. The Future of Chatbots & Virtual Assistants in 2025 In 2025, chatbots and virtual assistants are becoming increasingly adept at offering personalized and context-aware interactions, seamlessly integrating across multiple channels, and driving automation to keep customers happier and your business more efficient. Personalized and Context-Aware AI By leveraging data from past conversations, these systems are able to only recall previous interactions but also adapt based on a customer’s preferences, behaviors, and needs. For instance, if a customer previously asked for help with a product return or inquired about a service upgrade, the assistant can proactively offer assistance when similar needs arise, tailoring responses to the individual's history and preferences. This capability creates an experience that feels more like a relationship with a helpful, knowledgeable assistant rather than a series of transactional exchanges. Omnichannel AI Integration In the past, interactions often required customers to repeat themselves across channels, but now, AI assistants track and carry forward conversations across different touchpoints. This bridges the gaps between various platforms like chat, email, social media, and voice interactions. For example, a consumer may initiate a conversation on a company’s website chatbot, continue the conversation via email when further clarification is needed, and later finish it on social media for quick updates. Through seamless integration across these platforms, the virtual assistant is able to maintain context, ensuring a smooth, consistent experience for the customer regardless of the channel. This holistic approach to communication reduces friction and allows businesses to meet customers where they are, delivering support in real time, no matter the medium. AI-Powered Self-Service & Automation AI-driven chatbots are able to assist with a broader range of inquiries, from troubleshooting technical issues to managing account settings, processing transactions, and even resolving complaints. With the ability to handle common requests autonomously, these AI assistants significantly lighten the workload for your human employees, allowing them to focus on more complex or high-stakes cases, like when a customer encounters an issue that an AI assistant cannot resolve. This leads to faster resolution times and better use of human expertise. The bottom line: the benefits of AI-powered self-service are twofold—not only does it increase efficiency for your team, but it also keeps your key audiences more content.   Implementing Omnichannel Customer Service Software for AI Success As we mentioned previously, integrating AI chatbots with omnichannel customer service software allows you to offer seamless, real-time, and contextual support across multiple communication channels—such as websites, social media, mobile apps, and email. AI chatbots can handle routine inquiries, provide personalized responses, and seamlessly transfer more complex issues to your team. For example, Sephora, a global beauty retailer, successfully integrates its chatbot, Sephora Virtual Artist, with its omnichannel platform to provide personalized product recommendations based on audience preferences. This integration enables the chatbot to access customer history and offer tailored suggestions across channels, improving engagement. AI chatbots can also enhance your overall customer journey by offering consistent support, boosting response times, and collecting valuable customer data for further optimization of services. As seen with companies like Domino's Pizza, AI chatbots streamline the order process, integrating with omnichannel systems to provide a fast, frictionless experience across all touchpoints. The Role of AI in Delivering a Unified Customer Experience AI-powered unified customer experience solutions bridge fragmented journeys by consolidating data from various touchpoints into a single, cohesive view. This enables businesses like yours to deliver consistent, personalized support across channels. Best practices for training AI models include using diverse, high-quality datasets to avoid biases, implementing regular model updates for accuracy, and incorporating feedback loops to refine responses. Ensuring AI systems understand context and tone helps provide empathetic, human-like interactions. We recommend implementing regular testing, monitoring, and collaboration with human agents in order to maintain consistent, reliable, and emotionally intelligent AI-driven customer support. Overcoming AI Adoption Challenges in Customer Service As you can imagine, AI biases, security concerns, and ethical considerations are critical challenges in digital engagement. AI systems can inherit biases from data, potentially leading to unfair or discriminatory outcomes, making the act of addressing this continuous when it comes to monitoring and creating diverse, representative datasets. Security concerns focus on safeguarding customer data and ensuring compliance with regulations like General Data Protection Regulation (GDPR). Ethically, companies must prioritize transparency, fairness, and accountability in AI interactions. Striking a balance between automation and human touch involves using AI for efficiency in routine tasks while ensuring human agents are available for complex issues, maintaining personalized, empathetic support where necessary. Learn More at Las Vegas’ Customer Contact Week Want to learn more about chatbots and virtual assistants in 2025? Register for Las Vegas’ Customer Contact Week to discover how you can improve your company’s unified customer experience. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer.

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> Discover how Omnichannel Customer Service is transforming customer journeys, and how businesses can create seamless, personalized experiences across all channels.

- Published: 2025-03-04
- Modified: 2025-05-01
- URL: https://www.customercontactweek.com/team-ccw/blog/omnichannel-service/
- Categories: Uncategorized
- Events: CCW Las Vegas

Looking to explore how your business can leverage omnichannel customer service software to create seamless customer journeys in 2025? Read on to gain insight into the latest trends, challenges, and best practices for delivering a unified, efficient, and personalized experience across multiple communication channels. The Shift to Omnichannel Customer Service Because omnichannel customer service integrates multiple communication channels, it’s able to provide a seamless, consistent experience across touchpoints. In modern engagement, it ensures customers receive personalized, efficient support anytime, anywhere. By prioritizing seamless customer journeys, your brand is able to boost satisfaction, loyalty, and retention, driving long-term success in our competitive marketplace. The Rise of Omnichannel Expectations Your consumers increasingly expect consistent, real-time interactions across multiple channels, including phone, chat, email, social media, self-service options, and beyond. This demand for seamless communication reflects a shift towards convenience and immediacy in customer service. According to recent studies, 67% of consumers prefer self-service for simple queries, while 60% expect responses via social media within an hour. Additionally, 48% of consumers expect live chat support on websites, and 75% of millennials prefer interacting with brands digitally. These trends highlight the growing need for brands to adopt digital-first engagement strategies, ensuring they meet evolving customer expectations for quick and efficient service across all platforms. How Omnichannel Customer Service Software Delivers a Unified Experience Businesses like yours can integrate customer touchpoints to provide a connected journey by leveraging AI-driven automation, real-time data synchronization, and personalized experiences for your customers. AI-powered chatbots and self-service options streamline interactions, offering quick solutions to your consumers without human intervention. Real-time data synchronization ensures that customers’ information and preferences are consistent across all channels, enabling a seamless experience. Predictive analytics allows your business to personalize interactions by anticipating customer needs and behaviors, improving engagement and satisfaction. By combining these technologies, your business can create a cohesive and efficient customer journey, fostering loyalty and enhancing the unified customer experience across every touchpoint. Best Practices for Implementing Omnichannel Solutions Aligning technology with customer expectations is essential for your business, especially when selecting the right omnichannel customer service software. The ideal software should seamlessly integrate all communication channels that you use—phone, email, chat, social media, and self-service platforms—ensuring a unified experience. It must be flexible, scalable, and provide real-time analytics to empower your team with relevant insights. Ensuring cross-channel consistency requires training your customer service team to manage interactions across multiple touchpoints while maintaining the same quality of service. Your team members should be familiar with all available tools, enabling them to provide smooth transitions between channels while preventing frustrating disconnects for your customers. This consistency not only enhances customer satisfaction but builds trust, as customers feel heard and valued regardless of the platform they choose. Leveraging automation tools (think AI-driven chatbots) can boost efficiency by quickly resolving simple queries. However, it's important to balance automation with human support to retain empathy and personal connection. AI handles repetitive tasks, while human agents step in for complex issues. This ensures that customers don't feel like they're being routed through an impersonal process. Combining AI’s efficiency with human touch delivers both speed and emotional intelligence, creating a well-rounded, responsive service environment that meets and exceeds customer expectations. Challenges & How to Overcome Them To address data silos and integration issues, businesses like yours can implement unified CRM systems, integrating all customer touchpoints for a consistent experience. Measuring success involves tracking KPIs like customer satisfaction, response times, and first-contact resolution. To balance customer privacy with personalization, ensure compliance with data protection regulations (like GDPR) while using encrypted systems. This approach allows for secure, customized service, protecting customer data while enhancing engagement across all channels. Future Trends: What’s Next for Omnichannel CX in 2025? AI and predictive analytics play a crucial role in proactive customer service by anticipating customer needs before they arise. AI algorithms analyze real-time data, identifying patterns in behavior, preferences, and past interactions to predict issues or requests, allowing businesses to offer timely solutions. Hyper-personalization, powered by these insights, tailors experiences for individual customers by delivering relevant recommendations, content, and support. This approach enhances customer satisfaction by addressing needs proactively and improving engagement. By leveraging AI and predictive analytics, your brand can create a more intuitive, customized experience that strengthens loyalty and drives long-term customer retention. Learn More at Las Vegas’ Customer Contact Week Discover more about how to navigate the omnichannel experience by registering for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer. FREQUENTLY ASKED QUESTIONS 1. What is self-service in customer support? Self-service in customer support refers to AI-driven tools like chatbots, virtual assistants, and knowledge bases that allow customers to find solutions to their issues independently, without human intervention. 2. Why is self-service becoming more popular in 2025? Self-service is gaining traction due to its speed, scalability, personalization, and ability to reduce operational costs while offering customers 24/7 support. 3. How do AI and automation improve self-service? AI and automation enhance self-service by delivering fast, accurate, and personalized responses. They analyze customer data, understand context, and even predict future needs for proactive support. 4. What are the key trends in self-service for 2025? Major trends include AI-powered chatbots, voice and conversational AI, proactive self-service, omnichannel integration, and enhanced personalization with a focus on security. 5. How does self-service benefit businesses? Self-service reduces costs, improves efficiency, offers faster customer responses, and increases satisfaction and loyalty. It also frees up human agents to focus on complex tasks. 6. What are best practices for implementing self-service? Best practices include creating comprehensive FAQs and knowledge bases, training chatbots, integrating escalation paths to human agents, using analytics for optimization, and training staff to work with AI tools. 7. Will human employees still be needed in the future of self-service? Yes. While AI will handle more routine tasks, human employees will focus on complex issues and offer emotional intelligence that AI cannot replicate. 8. How can I learn more about customer support trends in 2025? Attend Customer Contact Week in Las Vegas from June 9–12, 2025, to learn from industry leaders and explore the future of customer support.

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> AI is transforming customer segmentation with predictive analytics & machine learning. Learn how businesses enhance personalization & grow with AI.

- Published: 2025-02-18
- Modified: 2025-02-18
- URL: https://www.customercontactweek.com/team-ccw/blog/ai-segmentation/
- Categories: Uncategorized
- Events: CCW Las Vegas

How is artificial intelligence (AI) transforming the customer experience? The start of 2025 brings a variety of advanced, AI-driven customer segmentation techniques that you’ll likely want to implement to grow your business, improve your customer experience, simplify the lives of your team members, and beyond.   AI has the potential to streamline operations, enhance decision-making, and optimize processes as it enables data-driven insights, automation, and predictive analytics, driving efficiency. As businesses like yours focus on delivering personalized customer experiences, AI’s ability to tailor interactions based on customer preferences becomes increasingly crucial for growth and loyalty. But, let’s not get ahead of ourselves—here’s where to start.   The Evolution of Customer Segmentation The vast majority of customer segmentation methods typically rely on demographic factors like age, gender, or location to group customers. While these methods offer some insights, they fail to capture deeper nuances in consumer behavior and preferences, resulting in broad and inaccurate segmentations and leading to missed opportunities or ineffective marketing strategies. However, AI-driven customer segmentation uses advanced algorithms and data analysis to uncover more granular insights. By analyzing vast amounts of data (think purchasing patterns, browsing behavior, and even sentiment), AI enables you to create more precise, dynamic segments, leading to improved targeting and personalized customer experiences. AI-Driven Customer Segmentation Explained AI-driven customer segmentation leverages advanced technologies like machine learning and predictive analytics to analyze large datasets, identifying patterns and behaviors that go beyond basic demographics. Unlike traditional methods, which often group customers based on broad characteristics as we mentioned previously, AI segments customers with a deeper, more nuanced understanding, considering factors like purchase history, online interactions, and social media behavior. Machine learning algorithms continuously learn and adapt, allowing for dynamic segmentation that evolves over time. Predictive analytics forecast future behaviors. This allows your business to anticipate customer needs and tailor strategies more effectively. The end result? Improved personalization, engagement, and overall customer satisfaction. The Benefits of AI-Driven Customer Segmentation The main benefit remains enhanced personalization. This fosters improved customer satisfaction by tailoring experiences to individual preferences, making customers feel valued and understood by your brand. Real-time data analysis enables you to respond dynamically to customer behavior, adjusting marketing strategies instantly for more relevant offers and messaging.   By continuously analyzing interactions, AI identifies hidden patterns and insights, revealing emerging trends and unmet needs. This empowers businesses like yours to refine product development and service offerings based on actual customer desires, creating more compelling and targeted solutions. Ultimately, this level of personalization leads to increased loyalty because customers are more likely to return to brands that meet their specific needs and expectations. Challenges and Considerations Adopting AI-driven segmentation presents challenges like data privacy concerns and the need for robust data infrastructure. Handling sensitive customer data requires compliance with privacy regulations such as The General Data Protection Regulation (GDPR), necessitating strong data security measures. It’s also important to note that building the infrastructure to collect, store, and process large datasets demands significant investment.   To address these challenges, businesses should adopt ethical AI practices, ensuring transparency and fairness in data usage. Investing in advanced technologies and secure cloud platforms can support scalable infrastructure. Regular audits and clear data control policies will help maintain privacy, while responsible AI development ensures customer trust and long-term success—a few things that are important to build from the start.   What to Expect: Future Trends in AI and Customer Experience When it comes to emerging trends, we are seeing AI integrate with technologies like augmented reality (AR) and the Internet of Things (IoT), enabling hyper-personalized customer experiences. For example, AR can overlay tailored content based on real-time AI analysis, while IoT devices offer continuous data for deeper insights into customer behavior. AI-driven customer segmentation has evolved to offer even more precise, anticipatory insights, integrating with real-time environmental and contextual data. This is revolutionizing industries like retail, healthcare, and entertainment by enabling personalized, adaptive services. Businesses like yours are beginning to deliver seamless, predictive experiences that enhance customer loyalty, boost engagement, and optimize product/service offerings across sectors—and this is predicted to only get better.   Learn More at Las Vegas’ Customer Contact Week When it comes to AI in marketing, discover more about how this technology is revolutionizing the customer experience by registering for Las Vegas’ Customer Contact Week. Happening from Monday, June 9 through Thursday, June 12, 2025, the Las Vegas schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there this summer.

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> Learn about Agentic AI's role in customer service, from automating tasks to enhancing satisfaction, and register for CCW today!

- Published: 2025-01-13
- Modified: 2025-01-13
- URL: https://www.customercontactweek.com/team-ccw/blog/agentic-ai/
- Categories: Uncategorized
- Events: CCW Orlando

Perhaps you’ve heard of generative AI, but are you familiar with agentic AI? Another type of artificial intelligence, agentic AI is similar to generative AI in the sense that it can perform tasks independently. AI systems are designed to be goal-oriented, meaning they can learn, adapt, and reason to complete complex tasks. Unlike traditional AI for customer service, which often relies on scripted responses and human oversight, agentic AI can proactively address customer issues, personalize interactions, and continuously improve its performance, leading to a more efficient and personalized customer experience. Here’s how you can use it to your advantage. The Role of Agentic AI in Customer Service Automation is already a big player in customer service as it significantly improves efficiency and enhances the complete customer experience. By automating elementary tasks like answering common questions and processing simple requests, you can free up your team members to focus on more complex and nuanced customer needs. Your team can deliver faster, more personalized interactions by understanding individual needs and preferences. Similarly, when it comes to Agentic AI in particular, call routing systems can efficiently direct queries to the appropriate departments, minimizing customer wait times and ensuring faster resolutions. This streamlined approach not only reduces the workload for your team but also enhances customer satisfaction by providing quicker and more accurate support. Agentic AI systems can also seamlessly handle fluctuating customer volumes, ensuring consistent service quality even during peak demand. This scalability is crucial if your business is experiencing rapid growth or facing seasonal fluctuations in customer inquiries.   Are you ready to gain a competitive edge in the market? Agentic AI could be your golden ticket. Best Practices for Implementing Agentic AI Successfully implementing Agentic AI in customer service requires careful planning and execution. Be sure to start by establishing clear guidelines. This includes defining the scope and limitations of AI operations, establishing ethical guidelines for data usage, ensuring transparency for customers, and outlining acceptable AI behaviors.   Though AI may seem like the solver of all problems, it's also important to implement seamless pathways for customers to connect with human employees when necessary. This might involve clear prompts for customer escalation or automated transfers to live support when the AI system encounters limitations. Lastly, integrate AI seamlessly with your existing customer service platforms, such as CRM systems, chatbots, and phone systems to ensure smooth data flow, minimize disruption to existing workflows, and provide a unified customer experience across all channels. Following these best practices puts you on your way to effectively leveraging the power of Agentic AI while mitigating potential risks for your business.   Challenges and Considerations It may seem too good to be true—and in some ways it is. Many have raised ethical concerns when it comes to AI, calling out potential biases in the decision-making as fair and equitable treatment for all customers is crucial. It’s equally as important to establish clear parameters for AI operations as we mentioned previously. This serves as a way to prevent unintended consequences and ensure responsible AI usage. Overall, balancing automation with human touch is critical as it allows your business to maintain empathy and build trust with your customers. The Future of Agentic AI in Customer Service Wondering what the future of Agentic AI in customer service might look like? We can expect to see increased integration with other cutting-edge technologies like generative AI, which can power more human-like conversations and personalized experiences. Machine learning will further enhance AI's ability to learn and adapt, improving its performance over time. Agentic AI is predicted to move beyond reactive support to proactively anticipate and address customer needs. This might involve personalized recommendations, proactive issue resolution, and even predicting future customer behavior. You can expect future AI systems to exhibit higher levels of emotional intelligence, enabling them to better understand and respond to customer sentiments. This leads to more empathetic and human-like interactions as a whole. Learn More at Orlando’s Customer Contact Week Discover more about agentic AI for customer service by registering for Orlando’s Customer Contact Week. Happening from Monday, January 27 through Wednesday, January 29, 2025, the Orlando schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there.

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> Explore ways to leverage data and analytics to maximize customer service success at the CCW blog, and register for CCW Orlando today!

- Published: 2025-01-10
- Modified: 2025-05-22
- URL: https://www.customercontactweek.com/team-ccw/blog/cx-analytics/
- Categories: Uncategorized
- Events: CCW Orlando

Interested in learning more about how you can leverage data and analytics to drive impactful customer service improvements, enhance decision-making, and lead to meaningful customer success? The experts at CMP explore strategies for collecting, analyzing, and applying data insights, supported by nonfictional examples and actionable recommendations. To start, it’s important to note that data has become the single most impactful aspect of a successful business. Companies that utilize CX data effectively gain a significant competitive advantage. In fact, businesses that extensively utilize customer analytics to gain a deep understanding of customer behavior, preferences, and needs are more likely to acquire new customers than those that do not.   The Role of Data in Customer Success Customer service analytics enable your business to tailor your offerings, improve customer experiences, and ultimately drive sustainable growth. This analysis encompasses various sources: Transactional data speaks to purchase history, order details, and payment information, highlighting spending patterns and product preferences. Behavioral data captures website interactions, such as page views, time spent on site, and click-through rates, revealing customer journeys and areas for improvement. Feedback data encompasses surveys, reviews, and social media interactions, providing direct insights into customer satisfaction and pain points. Want to work smarter, not harder? Centralizing data from all touchpoints eliminates silos and creates a holistic customer view which enables you to then personalize experiences, identify customer segments, optimize customer journeys, and make data-driven decisions that drive growth and improve customer satisfaction. How Analytics Enhances Decision-Making Here’s what you need to know when the time comes to make decisions that affect your business. Descriptive analytics (think metrics like mean, median, mode, and range) focus on understanding things that have already happened. By analyzing this historical data, like past sales data, your team can identify trends, patterns, and key performance indicators (KPIs), like seasonal trends or identify top-selling products. When it comes to the future, it’s all about CX optimizations and predictive analytics. By analyzing historical data, AI and machine learning models can anticipate customer needs and behavior in the form of personalized product recommendations on e-commerce sites or predicting customer churn. If anything can tell the future (and what to do about it), it’s prescriptive analytics. Beyond both descriptive and predictive, this speaks to the ability to recommend specific actions to improve outcomes, such as forecasting an increase in customer support inquiries during a product launch. Prescriptive analytics then recommends proactively increasing staffing levels or developing automated support solutions to address the anticipated demand. Key Challenges and Solutions When it comes to challenges, data is often fragmented across different departments and systems (think marketing, sales, customer service), which hinders a holistic view of customer behavior. Integrating data from various sources can be complex and time-consuming, requiring significant technical expertise and resources, and many organizations lack the necessary data science and analytics skills to effectively collect, analyze, and interpret this data.   By addressing the challenges and implementing unified platforms, organizations like yours can access the full potential of data and gain a competitive advantage. Establishing a centralized data warehouse on a cloud-based platform can break down silos by integrating this information from various sources. This provides a single source of truth for analysis and decision-making. Actionable Steps for Businesses Start effectively leveraging data to make informed decisions, improve customer experiences, and gain a competitive edge in a few easy steps. Invest in Analytics Tools and Technologies Acquire and implement necessary software and hardware (think data warehouses, business intelligence tools, machine learning platforms), considering accessible options that offer robust analytics capabilities for businesses of all sizes. Be sure to train your team on how best to implement these tools into their workflow.   Build a Data-Driven Culture Develop a company-wide understanding of the value of data-driven decision-making. This starts by encouraging data literacy and analytical skills among employees and making data accessible and understandable across departments. Regularly Review and Refine Customer Data Strategies Encourage your team to continuously assess data collection methods, analysis techniques, and the effectiveness of data-driven initiatives. Use these findings to then adapt your strategies based on evolving business needs, customer behavior, and technological advancements.   Learn More at Orlando’s Customer Contact Week Discover more about how to drive customer service success with data at Orlando’s Customer Contact Week. Register now to learn about how you can use these customer service data strategies to improve your business. Happening from Monday, January 27 through Wednesday, January 29, 2025, the Orlando schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. We can’t wait to see you there. Frequently Asked Questions What makes data so important for customer service success? Data enables businesses to understand customer behavior, preferences, and needs. When used effectively, it supports personalized experiences, informed decision-making, and long-term customer satisfaction and retention. What kinds of data should businesses focus on for customer success? Businesses should focus on transactional data (such as purchase history), behavioral data (like website activity), and feedback data (including surveys and reviews). These data types help reveal customer patterns and areas for improvement. How does predictive analytics support customer service? Predictive analytics uses historical data to anticipate customer needs and behaviors. This allows businesses to offer personalized recommendations, predict churn, and take proactive steps to improve the customer experience. What are the common challenges businesses face when using data? Challenges include fragmented data across departments, difficulty integrating systems, and a lack of in-house analytics expertise. These barriers can prevent a full understanding of the customer and hinder data-driven decision-making. How can businesses become more data-driven? To be more data-driven, businesses should invest in analytics tools, foster a culture that values data, and regularly review their data strategies. Making data accessible and actionable across departments is key to long-term success.

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> Learn about the 3 C's of customer contact—connection, consistency, and care—at Customer Contact Week.

- Published: 2024-11-11
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/three-cs-of-customer-contact/
- Categories: Uncategorized
- Themes: Customer Experience & Innovation
- Events: CCW Las Vegas

How Consistency, Customization, and Convenience Drive Engagement by Brookelynn Sullivan Customer engagement continues to be a necessary component of any successful business, and evolving your engagement strategies as customer expectations evolve is critical to stay competitive in the market. “The Three C’s,” consistency, customization, and convenience, are key pieces for successful customer interactions. By keeping these in mind, CX leaders can gain a competitive advantage and deliver a stellar customer experience. Consistency Creating a consistent brand experience is essential to retaining customers and growing your brand as a whole. As of August 2023, 59% of companies still manage marketing, ecommerce, and service functions separately, as opposed to having a streamlined platform to access these different functions. A company that lacks a consistent engagement strategy and unified platforms risks losing customers to brands that provide a more cohesive experience. Here are a few ways to create consistency for your customers: Communication: Unifying your platforms will improve the consistency and reliability of communication between customers and your brand. While this may require changes to be made to your current tech stack, optimizing communication can maintain responsiveness amongst customers. This can be through a loyalty program, marketing emails, online payment platforms, or customer feedback surveys. All of these means of communicating with the customer should be aligned to create consistency across the customer journey. Customer support: Whether it’s over the phone, email, or chat, customers should have consistent experiences when seeking out support. Excellent service, regardless of industry, can help retain customers over a longer period of time. In the case of retail specifically, 94% of shoppers can be converted into loyal brand advocates based on the level of customer service they receive. This is just one example of how consistency in your customer support channels can make all the difference for engaging and retaining clientele. Customization Personalization has become an expectation for customers regardless of industry, product, or service. Personalized customer experiences positively impact customer satisfaction, conversions, competitiveness, and long-term customer loyalty. In 2024, prioritizing customization as part of your CX strategy can increase engagement and build upon existing relationships with customers. Customization can be achieved in a variety of ways: Analyzing customer data: Understanding your customers’ preferences, previous purchases, and behavioral patterns goes beyond demographics and puts your company in a position to market products that appeal to their interests and preferences. From there, you can anticipate their needs and customize messaging to fit their persona. Real-time personalization: Leveraging emerging technology is a great way to engage customers while they are in the midst of shopping. Data derived from internet-of-things devices and sensors can be utilized to share offers and deals with customers depending on their location in the physical store or on the website. Convenience Convenience is the most essential piece for customer engagement. Customers are expecting convenience at every stage of the customer journey and if your company doesn’t deliver on that front, the customer will seek out an easier option almost every time. Having a seamless experience is an expectation that will only increase as time goes on, and CX teams must adapt and rise to meet these expectations. Two aspects of convenience in the customer experience are: Omnichannel support solutions: Giving customer options when they need support is a huge component of ensuring convenience. The omnichannel approach to customer experience has continued to be a front of mind topics for CX leaders over the past few years; enhancing these various platforms and making them easier to use will only improve the level of engagement between customers and the company. Making improvements that center on what’s best for the customer, as opposed to what best markets the product or service, is a necessity.   Accessibility features: Providing alternative accommodations and features on digital platforms will create a better and more convenient experience for people. Evaluating and implementing customer feedback can help drive improvements in accessibility. An exceptional customer experience at its core is one that is attainable for any and every customer.  

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> Discover the latest AI and digital tools for contact centers at Customer Contact Week to boost efficiency and satisfaction.

- Published: 2024-11-07
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/self-service-strategy/
- Categories: Uncategorized
- Themes: Omnichannel & Self-Service
- Events: CCW Orlando

When used correctly, new technologies like AI, machine learning, and customer service automation have the power to modernize contact centers for enhanced efficiency, accuracy, and customer satisfaction. These tools can help craft predictive insights, automate routine tasks, and personalize interactions. We aren't surprised that the demand for customer-centric solutions like these is more significant than ever. AI, digital tools, and self-service have the potential to be the answer. The Role of AI in Contact Centers Although only 24% of executives are currently utilizing AI chatbots and/or conversational AI, more and more are realizing the possibilities of its capabilities. Seventy-four percent of leaders plan to increase their investment in this tool by 2024. AI technology in the customer contact sector can process large quantities of data in a short period, solve problems, and simplify processes for customers. Companies around the world are finding that automating routine tasks through chatbots and virtual assistants can significantly improve efficiency, reduce waiting times, and free up agents to focus on more complex tasks. Though it may seem counterintuitive, AI for customer service can also help personalize experiences by providing data-driven insights and takeaways. This personalization has been proven to improve a customer’s opinion of the brand, as they’re made to feel special and remembered through these customized touches. Channel Strategy for Modern Customer Needs Offering multiple channels for customer service—like social media, SMS, and email—ensures businesses meet diverse customer preferences. This makes their messaging more available and more accessible to the intended audience. In the customer contact industry specifically, AI-driven self-service strategies streamline omnichannel experiences by connecting touchpoints for simplified navigation between various platforms. AI chatbots can provide consistent responses, directing complex issues to human agents when necessary. Additionally, personalizing interactions based on customer history and preferences across all channels strengthens engagement and customer impression of the brand. An effective omnichannel approach optimizes customer support and fosters loyalty and satisfaction in the form of happy customers. Self-Service Solutions for Efficiency and Empowerment Self-service CX tools such as knowledge bases, automated FAQs, and IVR systems benefit both customers and businesses. They empower customers by giving them control, allowing quick access to information and solutions without waiting for an agent. Knowledge bases and FAQs offer instant answers at any time, while IVR systems efficiently route calls, directing customers to the right resource or resolving common queries. These tools reduce agent workload for businesses by handling routine questions and tasks, freeing agents to focus on more complex or high-value issues. AI-powered workforce management tools can help contact centers accurately forecast call volumes, optimize agent schedules, and ensure the right resources are available at the right time. The result? Reduced agent stress and workload. AI can also enhance the quality of customer support by analyzing vast amounts of data from customer interactions and identifying future patterns and trends. Balancing Technology with Human Touch Adopting AI doesn't mean eliminating human agents. In fact, the opposite is true. In a tech-driven space, humans are the answer to complex, emotionally sensitive, or high-stakes issues that require empathy and nuanced judgment. Situations involving frustrated or distressed customers, highly technical problems, or unique scenarios that digital tools can't fully address benefit from the insight, sense, and reassurance of a human being. To blend digital tools with human support effectively, we recommend using AI-driven tools like chatbots for initial inquiries and reserving human agents for escalations. Additionally, ensure digital tools provide agents with customer history and context, enabling seamless, informed support that feels both efficient and personalized. Learn More at Orlando’s Customer Contact Week CCW Orlando is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Join the waitlist for the next Orlando Customer Contact Week in January 2026. Questions? Reach out to our team. We can’t wait to see you there.

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> Explore how to build a culture that fosters customer success and employee engagement at Customer Contact Week.

- Published: 2024-10-30
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/leadership-culture-transformation/
- Categories: Uncategorized
- Themes: Leadership & Culture
- Events: CCW Nashville

In order to provide the best customer service possible, contact centers must be running at peak efficiency and a high-performance culture helps make this possible. Creating this culture in a contact center involves forming an environment where employees are content, fulfilled, and motivated to meet their goals. By creating a workforce with these ideas in mind, agents can find success and organizations can experience increased customer engagement, leading to higher revenue. Building this culture is an internal initiative, and there are many strategies businesses and leaders can implement in order to create this standard. Finding success when creating a high-performance culture depends on solid leadership, engagement, and inclusivity in the workplace. Prioritizing these initiatives can help organizations better serve customers and reach new levels of growth.   The Role of Leadership The creation of a high-performance company culture is dependent on a solid foundation. Engaged and knowledgeable leaders are critical to a contact center’s success as they play a pivotal role in providing agent support. There are several characteristics that are key to creating valuable leaders and helping foster a culture of success. Leaders should start by forming a deep understanding of business operations, as this enables them to troubleshoot problems more quickly and become a reliable resource for agents. Managers should be able to address issues efficiently while practicing top-level communication skills in order to motivate their teams. Practicing empathy and understanding also helps create a comfortable and open environment for employees. Looking to give your leadership skills a boost? While there are many training programs that are helpful when it comes to finding workplace leadership tips and training, real-world experience is paramount. Leaders should practice listening, self-reflection, and implement the feedback techniques that work for them in order to develop skills quickly. Seeking out a mentor can be a great additional resource.   In order to keep employees happy and create a high-performance culture, there are a few workplace leadership tips and strategies managers should keep top of mind: Create a unified operating plan: Having a standard operating procedure (SOP) can help employees better understand expectations, goals, and everyday work operations. This can reduce confusion and lead to increased success. Understanding best practices when it comes to customer service is also of the utmost importance. Prioritize quality assurance: Practicing proper quality assurance techniques helps create a company culture of growth. Monitoring calls and scheduling check-ins can help ensure that issues are addressed early and that plans can be made for underperforming employees to improve. Prevent agent burnout: Turnover is often high in contact center roles and reducing burnout is a top priority. This can be done by anticipating peak hours and having enough agents scheduled for support. Be sure to listen to any employee concerns and adjust accordingly. Employee Engagement When creating a high-performance company culture, it’s critical to account for employee engagement and make improvements as needed. Providing agents with coaches or mentors can create a higher level of engagement, setting them up for success and boosting their performance. Additionally, ensuring that agents feel appreciated and acknowledged creates a more positive workplace and fosters better customer care. Performance incentives can help facilitate this process and can be in the form of bonuses, gifts, extra vacation days, or whatever works best for your team. Fostering Inclusivity Agents are the heart and soul of contact centers and it is crucial that they feel comfortable in the workplace. Creating a culture of inclusivity is a good place to start and can make employees from all backgrounds feel like they have a valued place within the organization. Companies can achieve this through open lines of communication, diversity training, and support groups. Additionally, implementing policies that promote diversity can help foster a culture of acceptance within the organization. Creating a High-Performance Culture In order to create a high-performance culture in a contact center, efficiency is key. The success of a contact center depends on speed, but it also depends on accuracy. Proper training, support, and tools all contribute to creating more successful employees. Opportunities for career development and progression push agents toward continuous growth and recurring team meetings allow everyone to align. The proper technology can also have a big impact when it comes to contact center performance. There are several tools which can be utilized: Scheduling tools: It’s important to be efficient when creating schedules in order to plan for peak call times and give your agents the support they need. Tools like Talkdesk, Deputy, and Shiftboard can help organize this process. Interaction analytics: If you’re looking to uncover insights from call center conversations, using natural language processing and other related techniques can be a helpful way to discover customer pain points. Call center software: Client portals, help center software, e-commerce platforms, and IVR systems can all be useful tools for managing a call center. Additionally, exploring generative AI can be an innovative option. It’s important to remember that workplace culture and motivation both affect the service agents give their customers. When an inclusive environment is created, employee morale is improved, making them more likely to thrive in their roles. In fact, research shows that companies with a positive culture have up to 72% higher employee engagement and employees who are happy within their workplace can be up to 21% more efficient. These numbers play a big role in increasing customer engagement, satisfaction metrics, and revenue. Create a Plan for Success  The success of a contact center depends on the productivity of its employees. By making agents feel supported, providing proper leadership, and creating an inclusive company culture, organizations can achieve high performance and better customer engagement. Implementing these strategies today can set your team up for success in the future. Step into your leadership role and help pave the way. Register for our upcoming Customer Contact Week event in Nashville to get more insights and a chance to network with industry leaders.

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> Effective workforce management and enhancing agent experience are critical drivers for both employee retention and delivering exceptional customer service. Let’s dive into how it’s done.

- Published: 2024-10-18
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/management-agent-experience/
- Categories: Uncategorized
- Themes: Workforce Management & Development
- Events: CCW Orlando

Did you know that agent attrition costs customer contact organizations nearly $600,000 annually, with high-stress levels driving 53% of agents to contemplate leaving within six months? In the customer service industry, retaining talent, especially newer agents, is a critical concern as a pattern of alarming turnover rates has been witnessed over the past few years. Effective workforce management and enhancing agent experience are critical drivers for both employee retention and delivering exceptional customer service. Let’s dive into how it’s done. Workforce Management Strategies The main factors that drive agent satisfaction include managers, flexibility, career development, tools & technology, compensation, and culture. This role of managers is most pivotal in addressing agent engagement and retention as a good leader and mentor is enough to make an agent stay for the long haul. Agents satisfied with managers are 2. 3x as likely to be satisfied overall. Reducing agent burnout can be mitigated by upskilling managers with the right competencies and equipping them with technology that allows them to proactively monitor agent burnout. Sufficient and comprehensive training play a major role here, as many new hires reported not feeling prepared to do their job. This can lead to a disassociation of sorts between an agent and their role at your company, lending itself to not only burnout, but also a lack of commitment to the goals of the company. Enhancing Agent Experience Companies like yours are grappling with agent retention issues. Comprehensive training is vital to prevent agent disengagement, though this strategy comes with its challenges like training duration, quality assurance, and managerial support. But, the obstacles are worth it as your team will be encouraged by this learning because it leads to a greater sense of satisfaction and success in their own roles. As a leader, it’s your job to stay up-to-date on industry trends and changes as this then keeps your talent engaged and challenged, making them more likely to stay. Employee Retention Strategies Flexibility Since 2020, remote and hybrid work have been the norm. This shift has had a huge impact on customer contact agents and front-line leaders as agents are learning new tools and ways of working, and leaders are navigating agent retention and engagement challenges. Agents who are satisfied with flexibility are 38% more likely to be satisfied with their job overall, 34% more likely to stay at the organization, and 14% more likely to exceed expectations. Though this hybrid or remote work model adds a level of complexity to managing front-line agents, it may be worth the change if you’re looking to increase employee satisfaction and thus retain your agents. Training and Career Development  As mentioned previously, training has a large impact on your team’s ability to succeed. Thorough training on both technical skills relating to software and internal processes, and soft skills like communication and problem-solving build employee confidence and competence early on. Consider creating a series of clear career advancement opportunities where employees can deepen and perfect these skills while being motivated to succeed in their role.   Manager-Employee Relationship Humans feel valued and seen when there’s someone there to listen to their concerns. By implementing a way to gather employee feedback and take action based on their input, you’re improving the workplace environment and strengthening the management-employee relationship in a positive and actionable way.   Impact on Customer Experience There is a strong correlation between employee satisfaction and customer loyalty. It all comes down to the fact that happy and well-managed employees deliver better customer service. They’re able to solve problems more seamlessly due to their abundance of experience while showing empathy, patience, and a genuine desire to help because they care about the work they are doing.   Learn More at Orlando’s Customer Contact Week CCW Orlando is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Join the waitlist for the next Orlando Customer Contact Week in January 2026. Questions? Reach out to our team. We can’t wait to see you there.

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> Explore these key strategies, some real-world examples, and additional expert tips that help businesses enhance their customer service experience.

- Published: 2024-09-10
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/omnichannel-best-practices/
- Categories: Uncategorized
- Themes: Omnichannel & Self-Service
- Events: CCW Nashville

In search of the key to exceptional customer service? You’re likely aware that businesses that prioritize customer service often see increased customer loyalty, higher customer lifetime value, and increased revenue outcomes. Customer Management Practice has gathered extensive research into actionable insights that make an impact as well as best practices that industry leaders and experts utilize that have been proven to be effective. Read on to explore these key strategies, some real-world examples, and additional expert tips that help businesses enhance their customer service experience, leading to increased customer satisfaction, loyalty, and overall business success. Key Insights from Industry Leaders One of the most prominent trends is the use of AI and machine learning to drive personalized interactions. These technologies enable businesses to analyze large amounts of data in real-time, providing insights that allow for highly-tailored recommendations and interactions. AI-driven algorithms can predict customer preferences and behaviors, offering personalized product suggestions or content that resonates with individual users. The result? An enhanced overall experience for your client. Industry leaders have noted that customer expectations have evolved significantly in recent years, driven by both technological advancements and a desire for convenience, personalization, and speed. Your customers now expect seamless digital experiences, immediate responses, and tailored solutions that cater to their unique preferences. In response, companies like yours must also evolve. This could be in the form of leveraging artificial intelligence, data analytics, and automation to enhance customer service, streamline processes, and offer personalized interactions. Your company could also opt to embrace omnichannel strategies, ensuring customers can engage through multiple platforms. Best Practices for Delivering Exceptional Customer Service Personalized Content: Start by personalizing customer interactions by leveraging data-driven personalization, collected from your website, social media, and in-store interactions. By employing advanced analytics and AI, you can analyze this data to predict customer needs and deliver highly personalized content and offers. Segmentation helps in tailoring communications and recommendations to specific customer personas, while a continuous feedback loop ensures that your personalization efforts remain relevant and effective. Empathy and Emotional Intelligence: Empathy in customer service is underrated. Your team is able to create meaningful connections and foster trust by understanding and acknowledging a customer’s feelings and finding a tailored and useful solution. For example, an agent showing empathy during a delayed order can calm a frustrated customer by offering reassurance and providing real-time updates. Similarly, when handling complaints, emotionally intelligent agents can turn negative experiences into positive ones by listening actively and offering appropriate compensation. Such interactions not only resolve issues but also enhance customer satisfaction, build loyalty, and encourage repeat business, turning challenges into opportunities. Proactive Service: There are various benefits of being proactive in customer service, such as anticipating customer needs and addressing issues before they escalate. The result of this service is increased brand trust and enhanced satisfaction. By offering solutions early, businesses reduce frustration, prevent complaints, and demonstrate attentiveness. This approach fosters loyalty, improves brand reputation, and creates smoother, more positive customer experiences, boosting long-term retention. Consistency Across Channels: Delivering consistent service across all touchpoints—whether in-person, online, or over the phone—ensures a unified customer experience. Consistency also builds trust, reinforces brand identity, and reduces confusion. It helps customers feel valued regardless of the interaction channel. Empowering Employees: When it comes to customer service best practices, we recommend empowering your customer service teams with the right tools, training, and autonomy as this enhances service by enabling quick, effective issue resolution. Access to tools like CRM systems and AI, along with comprehensive trainings, allow for personalized, confident responses. Autonomy in decision-making also speeds up resolutions, improves satisfaction, and fosters stronger customer relationships. It’s safe to say this investment pays off. Expert Tips for Improving Customer Service When it comes to customer service tips, our team of experts recommend improving communication skills for clearer interactions, leveraging technology like CRM systems and AI chatbots for efficiency, and continuously gathering customer feedback to refine service. In real-time, act on feedback to address issues and enhance experiences, ensuring responses are timely, personalized, and informed by actual customer needs. Additionally, ongoing training and development are crucial for your customer service teams to stay current with best practices, adapt to new technologies, and improve skills. Regular updates ensure your teams deliver high-quality, up-to-date service, handle evolving customer expectations effectively, and maintain a competitive edge in the industry. Lastly, we recommend assessing your current customer service strategies and consider implementing the insights and best practices discussed above to elevate your customer service experience.   Learn More at Nashville’s Customer Contact Week Are you part of a CX leadership team looking for more actionable CX insights and best practices that you can utilize to deliver exceptional customer service? CCW Nashville is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Join the waitlist for the next Nashville Customer Contact Week in October 2025. Questions? Reach out to our team. We can’t wait to see you there.

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> Read on to dive into some current trends, benefits, and practical applications of the space as well as address potential challenges and future implications for customer contact centers and businesses.

- Published: 2024-09-02
- Modified: 2025-05-01
- URL: https://www.customercontactweek.com/team-ccw/blog/ai-cx/
- Categories: Uncategorized
- Themes: Generative AI & Emerging Technology
- Events: CCW Nashville

The customer contact landscape doesn’t look the same as it did 10 years ago. In fact, it doesn’t look the same as it did even three years ago. Generative AI and automation are revolutionizing customer contact by enhancing personalization and improving performance. Read on to dive into some current trends, benefits, and practical applications of the space as well as address potential challenges and future implications for customer contact centers and businesses. Generative AI in Customer Contact First, let’s cover the basics. You’ve likely heard the term generative AI, which is a category of artificial intelligence systems designed to create content rather than merely analyze or categorize it. Unlike traditional AI, which might be used to recognize patterns or make predictions based on existing data, generative AI can produce new, original outputs that mimic or extend the patterns it has learned. It works by utilizing neural networks and deep learning, where models are trained on large datasets and then learn to generate new content that resembles the data they were trained on. It’s typically used to generate responses, create relevant and personalized content, and complete simple tasks, clearing up more time and space for human employees to complete the more complex tasks. Generative AI materializes in various forms when it comes to customer contact applications. Think chatbots, virtual assistants, automated call responses, and more. As a whole, these capabilities yield faster response times, more consistent deliverables, and improved scalability. Automation and Its Impact CX automation uses tools and processes to streamline tasks and improve efficiency in the customer experience landscape by reducing the need for manual intervention in repetitive and time-consuming tasks. Workflow automation handles repetitive tasks to predictive analytics, using data to forecast trends and behaviors, and anticipate future needs. These automations lead to increased efficiency because when done correctly, automated systems typically handle routine processes faster than humans, freeing up personnel for more strategic work.   Automation significantly enhances key performance indicators (KPIs) such as resolution time, customer satisfaction, and agent productivity. By streamlining routine tasks, automation accelerates task completion and reduces resolution time, enabling quicker responses and more efficient problem-solving. This speed and consistency lead to higher customer satisfaction, as automated systems provide prompt, accurate responses and personalized interactions, minimizing wait times and errors. Personalization Through AI and Automation When it comes to AI in customer service, personalized experiences improve a customer’s bond with your brand. By using AI to analyze customer data, such as past interactions and purchase history, you’re able to tailor your recommendations and responses to their preferences, making it easier for them to find what they need. Automated systems use this insight to offer customized solutions, anticipate needs, and deliver relevant content. Chatbots can address specific customer queries based on previous interactions, while email campaigns can be personalized to match individual preferences. This targeted approach not only improves engagement and satisfaction but also fosters stronger customer relationships by making interactions more relevant and meaningful. Challenges and Considerations Adopting AI and automation can present several hurdles, notably integration issues and data privacy concerns. Integration challenges come into play when new AI and automation systems need to work seamlessly with existing infrastructure. Legacy systems may be incompatible or require extensive modification, leading to increased costs and complexity. Additionally, data privacy concerns are significant, as AI systems often rely on vast amounts of personal and sensitive data that some may not want to be shared publicly. Ensuring compliance with regulations is crucial to protect user privacy and avoid legal repercussions. Because of this, it is important to maintain a balance between automated solutions and human interaction. In some tasks, a human brain just simply cannot be replaced. Future Trends and Innovations Upcoming trends have the potential to revolutionize customer service. Advanced natural language processing is on track to enable more human-like interactions with chatbots and virtual assistants, enhancing support quality. Generative AI will likely create personalized recommendations and content, improving customer engagement, while AI-driven analytics may offer deeper insights, allowing for proactive issue resolution and optimized strategies. At CMP, we believe these innovations will lead to more efficient, tailored, and responsive customer service experiences. Learn More at Nashville’s Customer Contact Week Explore further how generative AI and automation are revolutionizing customer contact by enhancing personalization and improving performance by joining the waitlist for Customer Contact Week 2025. Happening from Wednesday, October 22 through Friday, October 24, our Nashville schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions?  Reach out to our team. FREQUENTLY ASKED QUESTIONS What is generative AI in customer contact? Generative AI refers to artificial intelligence systems that create original content, such as personalized responses or solutions, by learning patterns from large datasets. In customer contact, it powers tools like chatbots and virtual assistants to improve response times and service quality. How is automation improving customer experience (CX)? Automation streamlines repetitive tasks, enhances efficiency, and reduces resolution times, allowing customer service teams to focus on more strategic or complex issues. What are the benefits of using AI and automation in contact centers? Key benefits include faster response times, personalized customer interactions, higher agent productivity, and improved scalability. Can AI personalization really improve customer satisfaction? Yes. AI analyzes customer behavior and preferences to deliver tailored content and recommendations, which can deepen customer relationships and increase satisfaction. What challenges do businesses face when implementing AI in customer contact? Challenges include system integration with legacy infrastructure, ensuring data privacy compliance, and balancing automation with the human touch. What future trends are expected in AI-powered customer contact? Trends include advanced natural language processing, deeper predictive analytics, and more human-like chatbot interactions for improved engagement.

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> Explore effective strategies and cutting-edge technologies for enhancing omnichannel and self-service solutions at CCW Nashville 2025.

- Published: 2024-08-26
- Modified: 2025-05-01
- URL: https://www.customercontactweek.com/team-ccw/blog/omnichannel-tech/
- Categories: Uncategorized
- Themes: Digital Transformation Strategies
- Events: CCW Nashville

Looking to leverage omnichannel and self-service technologies to enhance customer experience, improve operational efficiency, and drive customer satisfaction? CMP can help. By definition, customer service includes the assistance and support offered to customers before, during, and after their experience with your brand. The market is currently flooded with similar products and services making exceptional customer service vital for your business’ success. Superior service and support fosters trust and encourages repeat business, leading to positive word-of-mouth and stronger brand reputation while also helping build customer loyalty, enhancing overall satisfaction, and distinguishing your brand from your competitors. We aren’t exaggerating when we say excellent service can have a significant impact on your company's growth and profitability. Read on to explore how to address issues promptly and empathetically, ensuring a positive experience and customer retention. What’s the Importance of Omnichannel and Self-Service Solutions? Our team at Customer Management Practice recommends embracing several key solutions including omnichannel support to ensure a seamless experience across all communication platforms; AI and automation in order to provide immediate, 24/7 assistance, handling routine tasks and freeing human agents for more complex issues; personalization, heavily driven by data analytics in an effort to tailor interactions to individual preferences; and proactive service which includes predictive support and regular follow-ups to anticipate and address any issues before they escalate. These solutions collectively help businesses adapt to rising customer demands for convenience, efficiency, and personalized attention, fostering loyalty and satisfaction. Strategies for Effective Omnichannel Implementation Integrate Various Customer Touchpoints Integrating touchpoints—in voice, chat, email, and social media—ensures a seamless omnichannel customer experience by creating a unified platform. This integration allows customers to switch channels without losing context or having to repeat information. It also enhances convenience and satisfaction by providing a cohesive and efficient service experience, which is exactly what your customer wants right now.   Personalize Customer Interactions Like we mentioned above, personalizing interactions across channels involves using customer data to tailor communications and recommendations. By analyzing past interactions and preferences, your brand can offer relevant content, personalized responses, and targeted offers making it easier for your customer to find exactly what they want. This approach makes customers feel valued and understood, increasing engagement and fostering stronger relationships through a more relevant experience. Maintain Consistency and Coherence Maintaining consistency and coherence across channels standardizes brand messaging and service protocols. We recommend not only ensuring all touchpoints reflect the same tone, information, and quality of service, but also implementing a centralized system for tracking interactions and providing staff training helps deliver a unified experience. This helps your team avoid discrepancies and confusion.   Enhancing Self-Service Capabilities Begin by creating user-friendly portals and apps with clear navigation and straightforward interfaces, allowing your customers to easily find information and manage their needs independently and quickly. Consider utilizing AI and chatbots to provide instant, automated support which empowers users with quick solutions and reduces reliance on human agents. Be sure to also regularly update FAQ sections, knowledge bases, and community forums with relevant, easy-to-understand content so that every asset stays up-to-date and accurate. This helps customers quickly find answers and solutions, reducing their need for direct support. Technologies Driving Omnichannel and Self-Service Innovations When used correctly, emerging technologies like AI, machine learning, and customer service automation can be very helpful in enhancing customer service by enabling predictive insights, automating routine tasks, and personalizing interactions. These technologies have the power to improve efficiency, accuracy, and customer satisfaction, driving more effective and adaptive service solutions. Similarly, cloud-based platforms and CRM systems centralize customer data and interactions, enabling seamless integration across channels. They support omnichannel strategies by ensuring consistent, real-time access to information, also enhancing personalization, and streamlining communication for improved customer experiences. Measuring Success and ROI Tracking metrics like customer satisfaction scores, response times, resolution rates, and channel usage allow your team to gauge the effectiveness of omnichannel and self-service strategies. In effect, you’re able to assess performance, identify issues, and refine approaches for better customer experiences over time. In addition, consider regularly analyzing customer feedback to understand their experiences and preferences. By using insights to adapt and improve strategies, you’re able to make your customers feel heard while ensuring your efforts align with customer expectations. This improves service quality, addresses pain points, and fosters stronger customer relationships. Learn More at Nashville’s Customer Contact Week Staying ahead of technological trends can lead to sustained competitive advantage. Learn more about how you can leverage omnichannel and self-service solutions to enhance customer experience, improve operational efficiency, and drive customer satisfaction by by joining the waitlist for Customer Contact Week 2025. Happening from Wednesday, October 22 through Friday, October 24, our Nashville schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team. FREQUENTLY ASKED QUESTIONS 1. Why are omnichannel and self-service solutions important for customer service? Omnichannel and self-service solutions are important because they enhance the customer experience, improve efficiency, and increase satisfaction by providing consistent, accessible, and personalized support across multiple communication channels. 2. How does omnichannel support benefit customers? Omnichannel support allows customers to switch between communication platforms like chat, email, social media, and voice without losing context. This creates a seamless experience that improves convenience, reduces frustration, and increases overall satisfaction. 3. What strategies help with effective omnichannel implementation? Effective strategies include integrating customer touchpoints, personalizing interactions, and maintaining consistency in brand messaging across all channels. Centralizing customer data and providing staff training are also crucial for a unified experience. 4. How can businesses enhance their self-service capabilities? Businesses can enhance self-service by offering user-friendly portals and apps, deploying AI and chatbots, and regularly updating FAQs, knowledge bases, and community forums with relevant, easy-to-access information. 5. What technologies are driving innovation in omnichannel and self-service solutions? AI, machine learning, automation, cloud-based platforms, and CRM systems are driving innovation. These technologies improve personalization, automate routine tasks, and enable predictive insights, resulting in more efficient and adaptive customer support. 6. How can companies measure the success of their omnichannel and self-service strategies? Companies can track success by monitoring metrics like customer satisfaction scores, response times, resolution rates, and channel usage. Analyzing customer feedback also helps refine and align strategies with customer expectations.

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> Explore current trends in personalized engagement for enhanced overall experience and learn top strategies for revolutionizing your customer experience.

- Published: 2024-08-19
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/cx-trends/
- Categories: Uncategorized
- Themes: Customer Experience & Innovation
- Events: CCW Nashville

Embracing the latest trends and implementing innovative strategies are great ways to create experiences that not only meet but exceed customer expectations. By leveraging cutting-edge technologies and innovative strategies, companies can create unique, meaningful interactions that resonate with customers on a deeper level. This personalized engagement and revolutionized customer experience (CX) result is a stronger, more loyal customer base and a clear competitive edge in the market. Read on to explore the latest trends in personalized engagement and gain strategies to help your business transform its CX.   Current Trends in Personalized Engagement It’s no secret that we live in a digital-focused world. However, meaningful and impactful customer experiences still remain the ultimate goal. You likely guessed it: One of the most prominent trends is the use of AI and machine learning to drive personalized interactions. These technologies enable businesses to analyze large amounts of data in real-time, providing insights that allow for highly-tailored recommendations and interactions. AI-driven algorithms can predict customer preferences and behaviors, offering personalized product suggestions or content that resonates with individual users. The result? An enhanced overall experience for your client. Another significant customer experience trend is the rise of hyper-personalized content. We’ve recently been seeing brands leverage data to create content that is not just relevant but deeply personalized. This includes customized email campaigns, dynamic website content, and targeted social media ads based on individual user behavior and preferences. By delivering content that speaks directly to the unique interests and needs of each customer, you can drive higher engagement rates and foster stronger connections with your audience. Looking for a way to ensure that customer interactions are consistently personalized whether a customer engages through your website, mobile app, social media, or in-store? The answer is omnichannel engagement through personalization. By integrating data across channels, you can offer a cohesive experience where customer preferences and history are reflected regardless of the platform, leading to more relevant and satisfying interactions. The emphasis on real-time personalization is another trend reshaping customer engagement. Businesses are now able to deliver personalized experiences in real-time, responding to customer actions as they happen. Real-time personalization can be seen in live chat interactions where chatbots provide immediate responses based on a customer’s current activity or previous interactions, enhancing the immediacy and relevance of customer support. Try These Strategies for Revolutionizing Your Customer Experience Revolutionizing customer experience involves an approach that centers on placing the customer at the heart of your business operations. Ultimately, this leads to increased customer satisfaction, brand loyalty, and increased revenue. One of the core strategies is leveraging data-driven personalization, collected from your website, social media, and in-store interactions. By employing advanced analytics and AI, you can analyze this data to predict customer needs and deliver highly personalized content and offers. Segmentation helps in tailoring communications and recommendations to specific customer personas, while a continuous feedback loop ensures that your personalization efforts remain relevant and effective. When it comes to customer experience strategies, we recommend implementing omnichannel integration. This approach ensures a seamless and consistent experience across all customer channels. Investing in a unified CRM system allows for the sync of data and interactions across platforms, maintaining consistent branding and messaging. This ensures that any customer interactions, such as order status updates, are reflected in real-time across all channels, leading to a cohesive experience for your customer. Proactive customer support is also essential for revolutionizing CX. By utilizing predictive analytics, you can anticipate potential customer issues and opportunities before they arise. Proactive outreach helps address potential problems before customers need to contact support. A comprehensive knowledge base provides customers with self-service options, while an active feedback mechanism allows you to continuously refine your support strategies. Enhancing employee training and empowerment plays a significant role in delivering exceptional customer service as well. Developing well-rounded training programs ensure employees are well-versed in product knowledge and communication skills. Empowering staff to make decisions and resolve issues independently speeds up service and enhances customer satisfaction. Continuous development opportunities and a feedback system further support employees, while a recognition program acknowledges outstanding service. Learn More at Nashville’s Customer Contact Week Learn more about how you can capitalize on current trends and strategies in the world of customer experience by joining the waitlist for Customer Contact Week 2025. Happening from Wednesday, October 22 through Friday, October 24, our Nashville schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team.

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> Discover expert solutions for efficiency and productivity in contact centers. Learn best practices, technologies, and strategies at Customer Contact Week Nashville.

- Published: 2024-08-12
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/cx-efficiency/
- Categories: Uncategorized
- Themes: Operations & Efficiency
- Events: CCW Nashville

Contact centers are critical to delivering exceptional customer experiences and driving business success. This is because efficient and productive contact centers translate directly to higher customer satisfaction, improved service delivery, and, ultimately, profit. By addressing common challenges, implementing CX workflow optimizations, and leveraging advanced technologies, contact centers can transform operations and achieve outstanding results. Read on to learn how you can do just that. The Current State of Contact Centers Contact centers currently face an assortment of challenges. Traditional models are being stretched thin by increased customer expectations, the demand for omnichannel support, and the need for real-time responses. Common challenges include high turnover rates which typically leads to increased recruitment and training costs, inefficient workflows due to outdated processes that limit contact center efficiency, and inadequate technology that impedes both performance and customer satisfaction. This is all to say, the need for optimization is critical as customer expectations evolve. Consumers now demand faster resolutions, personalized interactions, and seamless experiences across multiple channels. To keep pace, contact centers must continuously refine their operations as well. Here’s how. Expert Solutions for Enhancing Efficiency Process Streamlining Streamlining processes is fundamental to optimizing contact center operations. A key step includes identifying and eliminating any type of bottleneck. Do this by analyzing workflows to find the exact areas where processes slow down. Another key action is implementing standardized procedures and contact center best practices to serve as a source of truth for employees. Establishing and documenting these uniform procedures ensures consistency and reduces errors, leading to more reliable and quality service.   Workforce Management Balance customer demand with agent availability through effective workforce management. By utilizing historical data and predictive analytics to forecast call volumes and create schedules that align with expected demand, you’re able to minimize under- or over-staffing and ensure that agents are available when needed. A true win-win. You can also take advantage of advanced software to automate scheduling, track attendance, and analyze performance, leading to more informed decision-making and efficient resource allocation later on. Training and Development Continuous training programs have the power to keep agents updated on new products, technologies, and service techniques when it comes to both soft skills as well as customer-facing abilities. In order to handle complex customer interactions effectively, agents must have strong communication and empathy, both of which take practice to perfect. Boosting Productivity in Contact Centers Your team can save a great deal of time by using technology to their advantage. AI can handle routine tasks such as answering frequently asked questions or routing calls, freeing up agents to focus on more complex issues. Automation can also streamline administrative tasks, reducing manual workload while comprehensive CRM systems can provide agents with detailed customer histories and context, allowing for more personalized and efficient service.   Integration with other systems ensures that all customer interactions are recorded and accessible, which is not only great for training programs but also for monitoring performance for continuous improvement. Metrics such as average handle time, first call resolution, and customer satisfaction scores help track efficiency and identify areas for improvement, and regularly reviewing these KPIs allows for targeted interventions. Employee Engagement and Motivation A motivated workforce has been proven to be more productive and engaged. Foster a supportive and inclusive workplace culture by recognizing and addressing pain points to reduce turnover and increase job satisfaction. In addition, implement programs that acknowledge high performers and celebrate achievements. Rewards and recognition can boost morale, foster a more collaborative environment, and incentivize exceptional performance, helping not only your team but the full company. Case Studies and Real-World Examples Several contact centers have successfully optimized their operations through innovative strategies. Trader Joe’s is known for its outstanding customer service. This all started with their decision to streamline their contact center operations by empowering employees to take ownership of customer interactions and invest in comprehensive training programs. Among other things, their approach has led to high customer satisfaction and brand loyalty. American Express has successfully integrated AI and advanced CRM systems, improving contact center efficiency and response times in the process. Their use of real-time analytics allows them to proactively manage customer interactions and deliver personalized service. With the right strategies and technologies, it’s no secret that contact centers can overcome common challenges and achieve exceptional results. The Role of Technology in Contact Center Optimization Advances such as AI, machine learning, and big data analytics are transforming contact centers. AI-powered chatbots and virtual assistants can handle routine inquiries, while machine learning algorithms analyze customer data to predict needs and personalize interactions. Emerging trends also play a role in this technological landscape as they include the integration of omnichannel support, where customers can seamlessly switch between channels, and the use of advanced analytics to gain deeper insights into customer behavior and preferences. Learn More at Nashville’s Customer Contact Week This is all just the beginning. Learn more about how you can optimize contact center operations to enhance efficiency and customer satisfaction by joining the waitlist for Customer Contact Week 2025. Happening from Wednesday, October 22 through Friday, October 24, our Nashville schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team.

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> Read real-world success stories and expert tips to elevate your customer service. Learn strategies, best practices, and actionable insights to improve customer satisfaction.

- Published: 2024-08-02
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/success-stories/
- Categories: Uncategorized
- Themes: Industry Insights & Best Practices
- Events: CCW Nashville

The key to maintaining a loyal customer base and achieving long-term success? Exceptional customer service. As something that directly impacts customer satisfaction, brand reputation, and ultimately, profitability, ideal customer service goes beyond meeting basic needs to exceed expectations, creating memorable experiences that foster loyalty and advocacy, and make a name for your brand in the best way. This type of service is proactive, empathetic, and personalized. It builds meaningful relationships with customers and demonstrates genuine care and appreciation for their business. If you’re looking to learn some customer service best practices that can help you deliver superior customer service, you’ve come to the right place. Learning from real-world success stories and expert insights can offer valuable lessons on how to elevate your brand’s practices. Read on for some inspiring examples of companies that have excelled in customer service, expert advice on best practices, and actionable strategies for improving customer service in your own organization. Learn From the Best Amazon: A Customer-Centric Powerhouse You’ve likely experienced Amazon’s exceptional customer service—it’s often considered the gold standard in the industry. As the company gained popularity, one of their major challenges was managing customer expectations and efficiently handling a vast volume of orders. To address these challenges, Amazon implemented several innovative strategies, including a customer-centric return policy and a highly efficient logistics network. These methods remain successful, as shown through Amazon’s consistently high customer satisfaction ratings and rapid growth. Customers frequently commend Amazon’s easy returns process and prompt delivery, which reflect the company’s commitment to making the shopping experience as smooth as possible. The Ordinary: Transparency and Personalization in Skincare A skincare brand now known for prioritizing transparency and personalized customer service has also achieved remarkable success. The Ordinary faced the challenge of differentiating itself in the crowded skincare market. They decided to focus on providing detailed product information and fostering a direct connection with their customers. The company’s commitment to transparency is evident in its clear ingredient lists and educational content, which helps customers make informed choices. The Ordinary’s approach includes offering personalized skincare consultations through online chat and social media platforms. Apple: Elevating the Customer Experience Apple Inc. has set high standards for customer service through its Apple Stores and online support. Apple aimed to create a seamless experience across different channels while maintaining a high level of service quality. The Genius Bar for tech support and investing heavily in employee training were two actions that helped them achieve this goal. Apple’s personalized support and the convenience of having technical issues resolved quickly and efficiently aren’t lost on their client base. The strong positive feedback reflects Apple’s successful strategy in enhancing customer experience and maintaining a loyal audience. Ritz-Carlton: Luxurious Service Ritz-Carlton, a leader in the luxury hotel industry, is celebrated for its exceptional customer service as well. It’s a challenge to maintain high service standards across a range of global properties, but the Ritz-Carlton excels by emphasizing rigorous staff training and committing to personalized service. Employees are trained to anticipate guests’ needs and create memorable experiences. Ritz-Carlton’s dedication to providing a luxurious and personalized experience has solidified its reputation as a leader in the hospitality industry. Expert Tips and Best Practices Effective Communication Techniques Many industry leaders emphasize the importance of clear, empathetic communication in customer service. Active listening and tailoring responses to individual customer needs, as well as effective communication around processes and timelines, all help build trust and manage expectations. Building a Customer-Centric Culture Creating a customer-centric culture starts with leadership and trickles down to every member of the staff. By including superior service in the company’s core values and operational practices, you’re setting your company up for success from the beginning. By encouraging employees to view customer service as a fundamental part of their roles rather than just a task, you’ll likely find your team is more engaged and motivated. Utilizing Technology to Enhance Customer Interactions Using technology can significantly improve customer service. Tools such as CRM systems, chatbots, and AI-driven analytics allow organizations like yours to offer more personalized and efficient support. For example, Salesforce’s CRM platform enables companies to track customer interactions and preferences, facilitating more tailored service. Ongoing Training For Teams Continuous training and empowerment are crucial for maintaining high service standards. Experts recommend regular workshops and training programs to keep staff updated on best practices and emerging technologies. Empowering employees to make decisions and resolve issues respectfully and efficiently also enhances their ability to provide swift and ideal service. Measuring and Analyzing Customer Feedback Regularly measuring and analyzing customer feedback helps companies identify areas for improvement. Tools like surveys and social media monitoring provide valuable insights into customer perceptions and experiences.   Actionable Strategies Implementing Practical Tips Ready to implement exceptional customer service practices at your company? Customer Management Practice can help. Start by assessing your current service standards and identifying areas for improvement. Focus on training programs that emphasize empathy and problem-solving skills. Encourage a culture where employees are empowered to take ownership of customer issues and go above and beyond. Utilizing Tools and Technologies Invest in customer service tools that enhance efficiency and personalization. Customer service technology like CRM systems can help manage customer relationships effectively, while chatbots and automated response systems can handle routine inquiries, allowing human agents to focus on more complex issues. Developing a Customer Service Improvement Plan Create a detailed customer service improvement plan by setting clear objectives, defining key performance indicators, and outlining actionable steps. Involve team members in the planning process to ensure buy-in and alignment with organizational goals. Regularly review and adjust the plan based on feedback and performance metrics to drive continuous improvement, and you’ll be well on your way to success. Learn How to Master Exceptional Customer Service at Nashville’s Customer Contact Week Inspired to improve your customer service operations and enhance customer satisfaction? Looking for additional customer service tips? Learn more about how you can train your team to deliver exceptional customer service by joining the waitlist for Customer Contact Week 2025. Happening from Wednesday, October 22 through Friday, October 24, our Nashville schedule is packed with creative panels, networking events, and inspiring speakers who are leaders from across the customer contact sector. Questions? Reach out to our team.

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> Discover strategies for building a high-performance culture in customer contact centers. Learn how leadership, employee engagement, and inclusivity drive exceptional customer experiences.

- Published: 2024-07-22
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/leadership-culture/
- Categories: Uncategorized
- Themes: Leadership & Culture
- Events: CCW Nashville

In order to provide the best customer service possible, contact centers must be running at peak efficiency and a high-performance culture helps make this possible. Creating this culture in a contact center involves forming an environment where employees are content, fulfilled, and motivated to meet their goals. By creating a workforce with these ideas in mind, agents can find success and organizations can experience increased customer engagement, leading to higher revenue. Building this culture is an internal initiative, and there are many strategies businesses and leaders can implement in order to create this standard. Finding success when creating a high-performance culture depends on solid leadership, engagement, and inclusivity in the workplace. Prioritizing these initiatives can help organizations better serve customers and reach new levels of growth.   The Role of Leadership The creation of a high-performance company culture is dependent on a solid foundation. Engaged and knowledgeable leaders are critical to a contact center’s success as they play a pivotal role in providing agent support. There are several characteristics that are key to creating valuable leaders and helping foster a culture of success. Leaders should start by forming a deep understanding of business operations, as this enables them to troubleshoot problems more quickly and become a reliable resource for agents. Managers should be able to address issues efficiently while practicing top-level communication skills in order to motivate their teams. Practicing empathy and understanding also helps create a comfortable and open environment for employees. Looking to give your leadership skills a boost? While there are many training programs that are helpful when it comes to finding workplace leadership tips and training, real-world experience is paramount. Leaders should practice listening, self-reflection, and implement the feedback techniques that work for them in order to develop skills quickly. Seeking out a mentor can be a great additional resource.   In order to keep employees happy and create a high-performance culture, there are a few workplace leadership tips and strategies managers should keep top of mind: Create a unified operating plan: Having a standard operating procedure (SOP) can help employees better understand expectations, goals, and everyday work operations. This can reduce confusion and lead to increased success. Understanding best practices when it comes to customer service is also of the utmost importance. Prioritize quality assurance: Practicing proper quality assurance techniques helps create a company culture of growth. Monitoring calls and scheduling check-ins can help ensure that issues are addressed early and that plans can be made for underperforming employees to improve. Prevent agent burnout: Turnover is often high in contact center roles and reducing burnout is a top priority. This can be done by anticipating peak hours and having enough agents scheduled for support. Be sure to listen to any employee concerns and adjust accordingly. Employee Engagement When creating a high-performance company culture, it’s critical to account for employee engagement and make improvements as needed. Providing agents with coaches or mentors can create a higher level of engagement, setting them up for success and boosting their performance. Additionally, ensuring that agents feel appreciated and acknowledged creates a more positive workplace and fosters better customer care. Performance incentives can help facilitate this process and can be in the form of bonuses, gifts, extra vacation days, or whatever works best for your team. Fostering Inclusivity Agents are the heart and soul of contact centers and it is crucial that they feel comfortable in the workplace. Creating a culture of inclusivity is a good place to start and can make employees from all backgrounds feel like they have a valued place within the organization. Companies can achieve this through open lines of communication, diversity training, and support groups. Additionally, implementing policies that promote diversity can help foster a culture of acceptance within the organization. Creating a High-Performance Culture In order to create a high-performance culture in a contact center, efficiency is key. The success of a contact center depends on speed, but it also depends on accuracy. Proper training, support, and tools all contribute to creating more successful employees. Opportunities for career development and progression push agents toward continuous growth and recurring team meetings allow everyone to align. The proper technology can also have a big impact when it comes to contact center performance. There are several tools which can be utilized: Scheduling tools: It’s important to be efficient when creating schedules in order to plan for peak call times and give your agents the support they need. Tools like Talkdesk, Deputy, and Shiftboard can help organize this process. Interaction analytics: If you’re looking to uncover insights from call center conversations, using natural language processing and other related techniques can be a helpful way to discover customer pain points. Call center software: Client portals, help center software, e-commerce platforms, and IVR systems can all be useful tools for managing a call center. Additionally, exploring generative AI can be an innovative option. It’s important to remember that workplace culture and motivation both affect the service agents give their customers. When an inclusive environment is created, employee morale is improved, making them more likely to thrive in their roles. In fact, research shows that companies with a positive culture have up to 72% higher employee engagement and employees who are happy within their workplace can be up to 21% more efficient. These numbers play a big role in increasing customer engagement, satisfaction metrics, and revenue. Create a Plan for Success  The success of a contact center depends on the productivity of its employees. By making agents feel supported, providing proper leadership, and creating an inclusive company culture, organizations can achieve high performance and better customer engagement. Implementing these strategies today can set your team up for success in the future. Step into your leadership role and help pave the way. Register for our upcoming Customer Contact Week event in Nashville to get more insights and a chance to network with industry leaders.

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> Discover effective strategies for managing remote and hybrid teams to enhance retention, training, and development at CCW Nashville.

- Published: 2024-07-15
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/workforce-management/
- Categories: Uncategorized
- Themes: Workforce Management & Development
- Events: CCW Nashville

Today’s workforce culture is very different from that of past decades. Many companies are operating on remote and hybrid work models, which helps businesses stay relevant and has positive results when it comes to employee satisfaction. While this new workforce culture brings many benefits, it also brings with it a unique set of challenges, including issues with retention, training, and development. However, by implementing effective strategies, businesses can continue to succeed while mastering remote and hybrid team management. Focus on Retention  Focusing on employee retention, whether that be new hires or tenured employees, is a critical area of importance as many companies are grappling with retention issues. The role of managers is pivotal in addressing engagement and retention. Several strategies can be implemented in order to retain talent: Building a strong remote work culture: Remote and hybrid workplaces are running more efficiently than ever before and they’re also improving employee morale. Experts predict that team-building events will soon make a comeback and following this trend can help retain employees by creating connections.   Offering flexible work schedules: In a recent study conducted by Stanford, researchers found that allowing employees to work from home even just two days a week caused quit-rates to decrease by 35%. In addition to remote and hybrid work, today’s employees often seek out flexible work environments with better work-life balance. Being open to alternative schedules helps improve employee satisfaction. Providing career advancement opportunities: Stagnation is a key reason for employee dissatisfaction and can affect retention rates. By providing opportunities for growth within the company, businesses can keep their talent and create a healthier work environment.   Scheduling regular check-ins: Scheduling regular check-ins can ensure that goals are aligned and that miscommunications don’t occur when it comes to remote and hybrid team management. This is also a crucial component when it comes to mitigating feelings of isolation.   Creating opportunities for feedback: In addition to check-ins, creating other opportunities for feedback ensures employees feel supported and can help with employee retention. This can take shape in the form of surveys, additional meetings, or short conversations when time allows.   Implement Training Programs  Employees want to feel supported and companies want to remain efficient when it comes to managing a remote or hybrid workforce. Research shows that reducing burnout is the fifth highest priority for companies. Sufficient training plays a major role here, as many new hires reported not feeling prepared to do their job, which can lead to burnout. The training process can be optimized by: Utilizing digital tools: Learning management systems (LMS) ensure that training is engaging. They also help companies better manage their training programs by making them easier to deliver and control. Some options include Absorb LMS, 360Learning, and Moodle.   Personalizing learning paths based on employee needs: Growth methods are not always universal. It’s important to take each individual’s needs into consideration when preparing paths for success. This can be done by having ongoing discussions and taking the time to get to know each employee personally.   Encouraging continuous learning and upskilling: Employees often work best when they feel supported and fulfilled. Helping them plan a path they feel excited about builds confidence in a remote work culture. Additionally, creating an environment of autonomy and establishing trust is key. Dedicate Time to Development  In addition to ensuring employees are on the right path, specific development actions can be taken to help facilitate success. This includes:  Setting clear goals and expectations: Taking time to outline key areas of success can help make sure both managers and employees are clear on expectations. Creating a specific list when an employee first onboards is a simple way to get goals down in writing and to have a record to reference. Shifting to a result-oriented mindset is something leaders must do as well. Scheduling regular performance reviews: Adapting a different type of leadership style is necessary for remote and hybrid team management. Scheduling performance reviews can provide structure and alignment. Planning ahead with a list of questions, topics, and concerns can ensure valuable feedback is offered. Creating mentorship programs: Mentorship is a powerful tool for growth. Creating a mentorship program, specifically at the start of employment, can help employees feel more confident in the workplace. Creating a sense of cohesion among the team is also crucial. Recognizing and rewarding achievements: While constructive criticism is an important part of managing employees, recognizing wins is equally important in a remote or hybrid workplace. Employees want to feel appreciated and understood. Acknowledging outstanding work can have a positive impact.   Use Technological Tools  Staying efficient in a remote or hybrid work model requires some creativity and the utilization of modern technology. Here are some popular tools to consider: Collaboration tools: These tools help employees stay connected and can facilitate fast communication. Using tools like Slack and Microsoft Teams makes collaboration easier, especially in a remote environment.   Project management software: When working on projects, it’s important to stay organized. Project management software such as Asana, Trello, or Jira help make this possible. Taking time to do some research can help you choose which one is right for you and your company. Look Toward the Future  Remote and hybrid workforces continue to grow in popularity and embracing these models helps pave the way for the future. By staying up to date with current training methods, focusing on employee retention, and using development techniques and tools, companies can manage hybrid and remote work culture with ease. Learn more about these topics and the future of customer contact at CMP’s Fall 2025 convention in Nashville.

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> How do you craft an effective strategy to help keep your customers happy and grow your business? Find 5 effective ways to improve customer engagement here.

- Published: 2024-03-18
- Modified: 2025-05-22
- URL: https://www.customercontactweek.com/team-ccw/blog/effective-customer-engagement-strategy-tips/
- Categories: Uncategorized
- Themes: Customer Experience & Innovation
- Events: CCW Las Vegas

Today’s businesses are constantly striving to provide exceptional customer experiences that foster loyalty and advocacy in order to grow their customer base. Central to achieving this goal is the implementation of a robust customer engagement strategy. But, what constitutes a customer engagement strategy, why is it important, and how can you foster unforgettable customer experiences? Read on. What Is a Customer Engagement Strategy? A customer engagement strategy refers to a comprehensive plan devised by businesses to interact with and retain customers over time. It encompasses various touch points throughout the customer journey, aiming to foster meaningful relationships and drive customer satisfaction, loyalty, and advocacy. What’s the difference between customer engagement and customer experience? While often used interchangeably, customer engagement and customer experience are distinct concepts. Customer engagement focuses on the ongoing interaction between a customer and a brand, emphasizing two-way communication and relationship-building. On the other hand, customer experience encompasses the entirety of a customer's interactions with a brand, from initial awareness to post-purchase support, with the goal of delivering seamless and memorable experiences at every touchpoint. Why Is Having a Customer Engagement Strategy Important? Having a well-defined customer engagement strategy is crucial for several reasons. Engaging customers in meaningful ways demonstrates care and attentiveness, leading to higher satisfaction levels. By fostering strong relationships, businesses can cultivate loyal customers who are more likely to return and advocate for the brand. Satisfied and loyal customers are also more inclined to make repeat purchases and recommend the brand to others, thereby driving revenue growth. Additionally, in a crowded marketplace, businesses with effective customer engagement strategies stand out by delivering superior experiences that resonate with customers. Customer Engagement Strategy Tip #1: Personalize the Customer Experience Personalization is key to creating memorable experiences that resonate with customers. Leverage customer data to tailor interactions, recommendations, and promotions based on individual preferences, purchase history, and behavior. By making customers feel understood and valued, personalization fosters deeper connections and enhances loyalty. Customer Engagement Strategy Tip #2: Harness the Power of AI with Chatbots Incorporating AI-driven chatbots into your customer engagement strategy can streamline communication and support processes while delivering real-time assistance to customers. Chatbots can handle common queries, provide product recommendations, and even facilitate transactions, offering convenience and efficiency round-the-clock. Moreover, AI-powered analytics can glean valuable insights from customer interactions, encouraging continuous improvement and optimization. Customer Engagement Strategy Tip #3: Listen to What Customers Are Saying and Follow Up Here’s where your active listening skills come in. Encourage customers to share feedback, whether through surveys, social media, or direct communication channels, and demonstrate attentiveness by acknowledging their concerns and suggestions. Follow up promptly to address any issues raised, demonstrating a commitment to customer satisfaction and continuous improvement. Customer Engagement Strategy Tip #4: Stay Relevant and Engaged on Social Media Social media platforms serve as valuable channels for engaging with customers in real-time and fostering community interaction. Maintain an active presence on relevant social media platforms by sharing compelling content, responding to inquiries and comments promptly, and participating in conversations. By humanizing the brand and fostering authentic connections, businesses can cultivate loyal advocates who actively promote their products and services. Customer Engagement Strategy Tip #5: Create Customer Loyalty Programs Implementing customer loyalty programs incentivizes repeat purchases and rewards customer loyalty. Design loyalty programs that offer tangible benefits such as discounts, exclusive offers, and rewards points redeemable for merchandise or services. By acknowledging and rewarding customer loyalty, businesses reinforce positive behaviors and strengthen the bond between the brand and its customers. Refine Your Customer Engagement Strategy With Help From the Experts at Customer Contact Week Want to learn more customer engagement strategy tips? Register for Customer Contact Week 2025 to increase your organization’s knowledge of streamlined workflows, comprehensive training, strategic automation and more. Questions? Reach out to our team. Frequently Asked Questions What is a customer engagement strategy? A customer engagement strategy is a comprehensive plan that businesses use to interact with and retain customers throughout their journey. It involves personalized communication, meaningful interactions, and consistent follow-ups to build loyalty, satisfaction, and advocacy. Why is a customer engagement strategy important? A strong customer engagement strategy improves satisfaction and loyalty by showing customers they are valued. Engaged customers are more likely to make repeat purchases, advocate for your brand, and contribute to long-term revenue growth. How is customer engagement different from customer experience? Customer engagement refers to the ongoing interactions and relationship-building between a brand and its customers. Customer experience, on the other hand, encompasses every touchpoint and interaction a customer has with a brand, from discovery to post-purchase support. How can personalization improve customer engagement? Personalization enhances engagement by tailoring communications, offers, and experiences to individual customer preferences and behaviors. This makes customers feel understood, valued, and more connected to the brand. What role do AI-powered chatbots play in customer engagement? AI-powered chatbots provide 24/7 customer support, answer common questions, recommend products, and facilitate transactions. They increase efficiency and gather valuable data to further improve customer interactions. Why is customer feedback important for engagement? Listening to customer feedback and following up shows customers that their opinions matter. Addressing their concerns promptly helps build trust and demonstrates a commitment to continuous improvement. How can social media enhance customer engagement? Active engagement on social media platforms helps humanize your brand, respond quickly to customer inquiries, and build communities. It also opens up opportunities for real-time interaction and relationship-building. What are the benefits of customer loyalty programs? Customer loyalty programs reward repeat purchases with perks like discounts, exclusive offers, and redeemable points. They incentivize ongoing engagement and help strengthen the relationship between customers and your brand.

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> Is your customer contact center providing the best customer experience without breaking the bank? Learn how to maximize contact center efficiency here.

- Published: 2024-03-04
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/how-to-improve-contact-center-efficiency/
- Categories: Uncategorized
- Themes: Operations & Efficiency
- Events: CCW Las Vegas

Navigating (and succeeding within) the customer service industry demands a finely tuned contact center, capable of seamlessly resolving issues while preserving valuable resources. If you’re looking to empower your contact center managers and teams with insights to enhance efficiency, ultimately leading to higher customer satisfaction and operational agility, you’ve come to the right place. Here, you’ll gain actionable tips to streamline your contact center operations and elevate the overall customer experience. Why Is Contact Center Efficiency Important? Efficiency in a contact center pushes beyond the measurement of speed. It's about dynamically and creatively solving problems in order to deliver exceptional customer experiences while optimizing resources. The significance of contact center efficiency lies in cost savings, heightened customer satisfaction, faster issue resolution, elevated employee morale, and a tangible competitive advantage for your organization. Sound like a dream scenario? Read on to make it your standard. Factors that Negatively Impact Contact Center Efficiency To better understand the need for and reasoning behind potential solutions, possible roadblocks must be identified and analyzed. The first of these may be the lack of call monitoring. Quality control suffers without the ability to monitor calls for training and improvement. How are your managers able to identify issues if they’re not there to witness them? Furthermore, unclear processes, inefficient workflows, and a lack of omnichannel efficiency often pose a problem. Complex or ambiguous processes impede operations and increase the likelihood of unnecessary errors. Outdated technology, such as legacy systems that hinder the adoption of modern, efficient solutions, and a lack of automated processes have also been identified as major pain points, as manual handling of routine tasks consumes precious time and resources. Lastly, oversight in time hiring leading to a weak or incapable team is a fatal flaw as inefficiencies often arise from a lack of skilled and well-trained staff.   How to Improve Contact Center Efficiency 1. Optimize Customer Contact Center Workflows Efficient workflows are the building blocks of a productive contact center. Begin by conducting a thorough audit to identify bottlenecks and redundancies within each department of your organization. By mapping out ideal processes, emphasizing simplicity and clarity, and integrating automation strategically to handle routine tasks, you’re able to encourage agents to focus on more complex issues that regularly arise. Furthermore, every few months, review and revise workflows to ensure they remain dynamic and responsive to evolving needs. 2. Provide Proper Contact Center Training & Documentation Agents equipped with comprehensive training and clear documentation from the start are central to efficiency. In addition to investing in robust training programs that cover company policies, procedures, and customer service best practices, develop easily accessible documentation to guide agents through common issues and solutions. Fostering a culture of continuous learning also allows agents to stay abreast of industry trends and evolving technologies, in turn keeping them prepared for what is to come. 3. Implement Contact Center Automation Where Appropriate Automation is a transformative force in contact centers. Identify repetitive tasks that can be automated without compromising the customer experience, then integrate AI-powered chatbots to handle routine queries, freeing up agents for more complex interactions. Utilize automation for efficient routing, ensuring customer inquiries reach the most suitable agent based on skills and workload. 4. Invest in Updated Contact Center Systems and Technology  Outdated technology can impede efficiency. Conduct a comprehensive technology assessment to identify areas for improvement, then invest in cloud-based solutions for scalability and flexibility, adapting to changing business needs. Explore unified communications to consolidate channels, promoting smoother operations and improved customer interactions. 5. Monitor Results and Adjust Workflows Accordingly Establish key performance indicators (KPIs) to measure the effectiveness of your contact center, as continuous improvement is fundamental to maintaining efficiency. Regularly analyze performance data using advanced analytics tools. Encourage open communication and seek feedback from agents, who often possess valuable insights into operational inefficiencies, and incorporate this feedback into your optimization strategies. Learn More Tips for an Efficient Contact Center at CCW 2025 What to learn more about how you can help your contact center evolve into a well-coordinated unit, delivering exceptional service to customers while maintaining operational excellence? Register for Customer Contact Week 2025 to increase your organization’s knowledge of streamlined workflows, comprehensive training, strategic automation and more. Questions? Reach out to our team.

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> Fostering an inclusive customer experience starts ‘at home’ by creating an inclusive employee experience. Learn tips for customer inclusivity here.

- Published: 2024-02-26
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/inclusive-customer-experience-starts-with-inclusive-employee-experience/
- Categories: Uncategorized
- Themes: Leadership & Culture
- Events: CCW Las Vegas

So much has changed in the past few years, but creating an inclusive customer experience has remained a cornerstone of successful companies. To achieve this, one must understand where the journey toward inclusivity begins. There’s a critical link between an inclusive customer experience and an inclusive employee experience, and by understanding the intricacies of this relationship, your organization can uncover actionable tips to foster a more inclusive environment for both employees and customers alike. What Is an Inclusive Customer Experience? Before diving into the strategies to create an inclusive customer experience, it's essential to define the term. An inclusive customer experience goes beyond simply serving a diverse customer base—it involves actively engaging with customers, considering their needs, and providing a welcoming environment for everyone. Companies that excel in creating an inclusive customer experience go the extra mile to ensure their products, services, and interactions are accessible to individuals from all backgrounds, ages, and cultures. For example, take online retailers optimizing their websites for accessibility, ensuring compatibility with screen readers for visually impaired customers. Or brick-and-mortar stores implementing features like ramps and elevators for customers with physical disabilities. These instances showcase the proactive steps companies can take to make their products and services inclusive for everyone. Why an Inclusive Customer Experience Is Important While an inclusive customer experience undoubtedly contributes to increased customer satisfaction and loyalty, it also has broader implications. Inclusivity is a powerful tool for businesses on both a micro and macro level. At the micro level, an inclusive customer experience positively impacts a company's financial health. Satisfied customers are more likely to make repeat purchases and recommend the brand to others, expanding your company’s reach and customer base. This not only boosts revenue, but also reduces customer acquisition costs, creating a more sustainable business model. On a macro level, an inclusive customer experience sets the standard for an industry and the broader business world, as companies that prioritize inclusivity showcase a commitment to social responsibility and a commitment to the community. In an era where consumers are increasingly conscious of a brand's values, this commitment fosters trust and loyalty. Furthermore, it propels an industry towards a more inclusive landscape, starting a domino effect by challenging others to follow suit. A genuinely inclusive customer experience reflects a brand's values beyond profits, contributing to societal change. It serves as a catalyst for diversity, equity, and inclusion in the business world, challenging stereotypes and dismantling barriers. How to Provide an Inclusive Customer Experience The journey towards achieving an inclusive customer experience begins by recognizing that the values a company places on its customer experience start within its own company culture. Creating an Inclusive Environment for Employees Sets the Stage for an Inclusive Customer Experience The foundation of an inclusive customer experience is laid within the company's internal culture. It starts with fostering an environment where diversity, equity, and inclusion are celebrated and authentically implemented. When employees feel valued and included, they are more likely to extend the same courtesy to customers. Companies can achieve this by implementing diversity training, establishing affinity groups, offering strong benefits, and actively seeking feedback from employees. An inclusive internal culture not only enhances employee satisfaction, but also serves as the breeding ground for an inclusive customer experience. Focus on Accessibility In order to create an inclusive customer experience, businesses must ensure their products and services are accessible to everyone, regardless of their physical or cognitive abilities. This could involve providing alternative formats for content, designing user interfaces with accessibility in mind, and offering multiple communication channels. By prioritizing accessibility, businesses not only cater to the needs of a diverse customer base, but also showcase their commitment to creating an inclusive environment for all. Really Get to Know and Cater to Your Customer Understanding your customers goes beyond demographic data—it involves recognizing their individual preferences, needs, and challenges. This principle is equally applicable to both employees and customers. By fostering a culture of empathy within the organization, companies can better cater to their customers, which begins by getting to know employees on a personal level to better understand their unique perspectives and experiences. This knowledge can then be applied to tailor products and services that resonate with the diverse customer base. Center Diversity, Equity, and Inclusion—Internally and Externally Internally, creating policies that promote diversity in hiring, providing equal opportunities for growth, and addressing any biases within the organization are great first steps. Externally, companies must actively communicate their commitment to diversity, equity, and inclusion. This can be achieved through marketing campaigns, partnerships with diverse organizations, and transparent reporting on diversity metrics. When customers see a company aligning its values with inclusivity, it creates a sense of connection and loyalty. Monitor Results & Continuously Improve An inclusive customer experience is an ongoing process that requires constant evaluation and improvement. Companies should actively seek feedback from both employees and customers, using this information to identify areas for enhancement. Organizations can regularly monitor results, analyze customer satisfaction surveys, and measure diversity and inclusion metrics to ensure they remain inclusive. By embracing a culture of continuous improvement, companies can adapt to evolving customer needs and maintain a competitive edge in a dynamic market. Learn to Create a More Inclusive Customer Experience at CCW 2025 Fostering an inclusive customer experience is a commitment to creating a more equitable and inclusive world. If your business is looking to begin your journey towards inclusion that benefits both employees and society at large, join us at Customer Contact Week 2025. There, you'll learn more about why an inclusive customer experience is important and how to provide it to your team and beyond.

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> Discover workforce management solutions at Customer Contact Week to optimize remote teams, boost retention, and enhance customer experiences

- Published: 2024-02-12
- Modified: 2024-11-21
- URL: https://www.customercontactweek.com/team-ccw/blog/how-to-choose-workforce-management-solution-for-remote-workers/
- Categories: Uncategorized
- Themes: Workforce Management & Development
- Events: CCW Las Vegas

In our modern workplace environment, the paradigm shift towards remote and hybrid work has become more pronounced than ever. As organizations adapt to these changes, the need for effective workforce management solutions has never been more critical. In this piece, we'll delve into the intricacies of workforce management, particularly in the context of remote and hybrid teams, to equip you with the knowledge needed to choose the best workforce management solution tailored to the unique needs of your virtual and hybrid workforce. What Is Workforce Management? Workforce management encompasses a set of processes and tools designed to optimize the productivity and performance of a company's workforce. It involves tasks such as scheduling, time and attendance tracking, forecasting, and managing employee resources efficiently. The primary goal is to align workforce activities with the overall goals and objectives of the organization. Research supports that AI-powered workforce management tools can accurately forecast future workforce needs and call volumes based on historical data and business trends, optimize and manage agent schedules to ensure adequate coverage, and guarantee the right resources are available at the right time. It can also enhance the quality of customer support by analyzing vast amounts of data from customer interactions and identifying patterns and trends.   In essence, workforce management is about striking the right balance between employee well-being, organizational efficiency, and meeting customer demands. This holistic approach ensures that businesses can operate smoothly, while empowering their employees to perform at their best. What Is Remote Workforce Management? Remote workforce management is a specialized subset of workforce management tailored to the unique challenges and opportunities presented by remote and hybrid work setups. Unlike traditional office settings, where physical proximity facilitates communication and collaboration, managing a remote workforce requires a more nuanced approach. In a remote or hybrid environment, workforce management extends beyond the traditional boundaries of time and place. It involves leveraging technology to facilitate seamless communication, ensuring access to necessary resources, and fostering a culture of trust and accountability among team members who may be geographically dispersed. Explore more about hybrid work leadership models and management through CMP Research’s findings. Benefits of Hybrid and Remote Work Embracing a hybrid or remote work model brings forth a multitude of benefits for both employers and employees. One significant benefit is a broader talent pool. Gone are the days of applying to jobs in the restricted region of where you live. With geographical constraints lifted, organizations can tap into a global talent pool, accessing a diverse range of skills and perspectives that contain the potential to propel the company to new heights. Cost savings is another major benefit. Reduced need for physical office space, utilities, and other on-site resources results in significant cost savings for companies.   Lastly, research has shown that employee satisfaction tends to mirror employee flexibility. Offering flexibility in work schedules and locations promotes employee satisfaction and well-being, contributing to higher retention rates without a decrease in productivity. In fact, an increased sense of productivity has been noted, as many employees find that they can be more productive when working in environments tailored to their preferences, leading to enhanced overall performance for both individual employees as well as the greater organization. Remote and Hybrid Workforce Management Challenges While the benefits are clear, managing a remote or hybrid workforce presents its own set of challenges. As one can imagine, a lack of face-to-face interaction can lead to misunderstandings and hinder effective communication. This, in turn, can cause greater issues to arise when the proper precautions and processes are not implemented effectively. Onboarding and training can to be a point of contention. Remote onboarding and training processes may lack the hands-on experience provided in a traditional setting, leading to a misunderstanding of correct processes. Technology and connectivity are also often a challenge for organizations. Ensuring remote workers have the necessary technology and a stable internet connection is crucial for seamless operations. Along with this is the very real threat of cybersecurity concerns. Protecting sensitive data and maintaining cybersecurity becomes more challenging in a distributed work environment, leading to the need for additional training and more. Lastly, maintaining a strong and genuine company culture is a challenge in a hybrid or remote working environment. Nurturing a sense of belonging and a shared organizational culture takes a greater sense of creativity and effort when employees are not physically present. Choosing a Remote and Hybrid Workforce Management Solution - What to Look For As organizations navigate the complexities of remote and hybrid work, selecting the right workforce management solution becomes paramount. To find the right fit for your organization, join us at Customer Contact Week 2025 to learn more about some of the following things to consider: Communication Tools and Collaboration Platforms Evaluate the ease of communication among remote and on-site teams. Ensure your project management platform supports real-time collaboration, file sharing, and video conferencing. Comprehensive Documentation Look for solutions that provide thorough documentation for onboarding, work processes, and HR/admin functions. Ensure your chosen platform supports documentation specific to various job functions within your organization. Connectivity and Technology Prioritize solutions that offer the necessary connectivity and technology to support remote workers effectively. Consider features like virtual private networks (VPNs), secure file sharing, and integration with common remote work tools. Schedule Flexibility Choose a solution that allows for flexible scheduling to accommodate different time zones and individual preferences. Ensure your platform supports easy adjustments to accommodate unforeseen circumstances. Cybersecurity and Data Protection Security should be a top priority. Look for robust cybersecurity features to protect sensitive company and employee data. Ensure compliance with data protection regulations and industry standards. Inclusive Culture and Employee Well-being Select a solution that fosters an inclusive culture, providing tools for team-building and social interactions. Consider features that support employee well-being, such as mental health resources and wellness programs. Learn to Improve Your Workforce Management at Customer Contact Week It’s here to stay: remote and hybrid work continue to shape the future of the workforce, and choosing the right management solution is pivotal. Register for CCW 2025 to learn more about how organizations like yours can empower remote and hybrid teams to thrive in the modern work landscape.

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