June 18-22, 2018
The Mirage, Las Vegas

Media Center

Customer Contact Week Vegas: Early Intel Part 2

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


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Post Show Report

2017 CCW Winter Post Show Report

The 2017 CCW Winter conference & expo was a great success! With over 500 customer management executives in attendance at New Orleans this past January, the message of humanizing the customer experience was really brought out in the keynotes, the breakout sessions, the networking functions and the advisory board meeting. Take a look at the key takeaways of CCW Winter - and we look forward to seeing you in Las Vegas!

2017 CCW Vegas: Post Show Report

CCW Vegas 2017 was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, industry trends discovered and lessons learned at the event, and so much more. Check out the CCW Vegas Post Show Report, then join us again in 2018! 

If you would like to get a copy of this report sent to you, e-mail us at enquiry@iqpc.com

Fast Track Your Attendance

2017 CCW Vegas Past Attendee Snapshot

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

Customer Contact Week Vegas: Early Intel Part 1

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

Part 1: Hands-on workshops, in-depth track sessions, inspiring keynote speakers

Whitepapers

Special Report: Retail CX

The customer experience is important to businesses in all industries.

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

While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.

Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does! Key topics include:

  • The one customer experience “trap” all retailers need to avoid
  • The silver bullet that can improve the customer experience – in any industry
  • 7 key retail CX objectives
  • 10 ways to create an experience that is good for customers, agents and the business
  • A customer experience assessment quiz


Sponsorship Information

2018 Sponsorship Prospectus

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

Expert Interviews

The Employee Engagement Process Explained

Randy Woehl, Organizational Development at Cartwright Co., speaks about his impression of the implementation of an employee engagement process based on the Employee Engagement Institute's model of partnership. Woehl is joined by the author of the process, Thomas McCoy, Executive Director at EEI.

For More Effective Measurement, Put Away the Rulers

Chris Abel is a simple man. So, he isn't quite sure why call centers continue to struggle with measurement. Call Centers excel at measuring everything an agent does, he says, but not necessarily how what they do better services the customer. In this interview, Chris, Director of Contact Center Operations at Bright Horizons, answers the question; how do you become the most high-performing call center possible?

Customer Experience & Centricity: Where Technology & Heart Collide

A look at what makes customer-centricity, experience and personalization an extremely important part of success in this interview with Mindy Lamb, Customer Experience Director at Cigna.

Career Builder: Crack the Code to Superior Customer Service

Career Builder is at the forefront of customer engagement, employee motivation and the use of traditional call center metrics. Have a listen to this interview with Eric Newton to see how they cracked the code.

The Relationship Between Personalization & Product Marketing

Five9's Director of Product Marketing, Mayur Anadkat, shares his knowledge of personalization, first-contact resolution, TCPA Restrictions and Automated dialing in this exclusive interview. He also touches on the importance of automated technology when making outbound calls.

Identify & Rectify the Major Inhibitors to Employee Engagement

Thomas McCoy, Executive Director at The Employee Engagement Institute, speaks about the major inhibitors to employee engagement within call centers and how to rectify them by creating an environment of advancement and longevity. He also addresses the unique challenges to approaching executive-level versus managerial- and entry-level coaching in this exclusive interview.

Interview With Chris Vennard Part 1 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 1 focuses on integrating call and search functions. 

Interview With Chris Vennard Part 2 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 2 explores the benefits and challenges of the strategies discussed in Part 1. 

Interview With Chris Vennard Part 3 - CCW Goes to Google

Exclusive interview with Chris Vennard, Product / Business Leader at Google, who will be speaking at the upcoming Call Center Week. Part 3 covers metrics and Chris's closing comments. 

Stephanie Dorman Interview Part 3 - Company Culture

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses how to improve company culture. Continue on to Part 4 to hear her take on internal growth.

Stephanie Dorman Interview Part 4 - Internal Growth

Stephanie Dorman, VP of Support and Training at Media Ocean, discusses internal growth and makes her closing comments. 

Next Generation Call Centers

Expedia moves millions of people around the world. It supports a multitude of languages, geographies and brands in more than 20 countries. And yet despite its scale, the company excels at making its customers feel like they know them personally. How do they do it? With their technology. In this interview, Mikko Ollila, Senior Project Manager at Expedia, explains how they empower agents to meaningfully relate to customers.

Whitepapers

Special Report: CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.

Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of these organizations are maximizing the ROI of their investments into “CRM.”

CCW Digital’s Special Report on CRM corrects that reality.  Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.

Topics include:

  • A common “CRM” mistake to avoid
  • Top 5 priorities for CRM investments
  • 4 factors to consider when building your relationship strategy
  • 11-step roadmap for making the most of CRM technology

CCW Executive Report: Contact Center Priorities for 2018

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.

The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge.

All organizations can, however, set fundamental goals for the coming year – and why those goals will remain important no matter how the landscape changes in the coming year.

This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.

Citing exclusive research and analyst commentary, the report tackles the following topics:

  • The top customer contact strategies for 2018.
  • How organizations plan to elevate the “agent experience.”
  • Why businesses are really excited about automation.
  • 5 most urgent workforce, customer relationship and omnichannel investments.
  • The most defining quality of a customer-centric brand 

Special Report: 2018 Customer Contact Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.

As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important? What new trends, ideas and “best practices” will emerge?

To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.

 

CCW Winter Executive Report: Contact Center Priorities for 2018

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.

The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge.

All organizations can, however, set fundamental goals for the coming year – and why those goals will remain important no matter how the landscape changes in the coming year.

This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.

Citing exclusive research and analyst commentary, the report tackles the following topics:

  • The top customer contact strategies for 2018.
  • How organizations plan to elevate the “agent experience.”
  • Why businesses are really excited about automation.
  • 5 most urgent workforce, customer relationship and omnichannel investments.
  • The most defining quality of a customer-centric brand 

Rethink Contact Center Learning: Elevate the Customer Experience

The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely arriving.

Amid all that change, one thing remains constant: the importance of agent development.

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.

This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive. Topics include:

  • Why the value of training goes behind skill development
  • Five mistakes contact centers make when training agents
  • Five ways to elevate your training strategy
  • Case studies: how Vox Mobile and Birchbox improved agent development

The Importance of Speed & Efficiency

Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave quick resolutions, so speed & efficiency will prove to be the experience differentiator in customer service. We spoke with several experts to get their take on the importance of speed & efficiency in the industry.

If you would like a copy of this to be sent to you directly, contact us.