June 18-22, 2018
The Mirage, Las Vegas

Media Center

CCW Vegas Official Brochure

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. 

With over 2,500+ expected attendees from 900+ companies and 175+ speakers, this event will be hard to miss.

Some of our confirmed speakers include:

  • Barbara Corcoran, Best Selling Author, Business Mogul & Leading Shark on ABC’s “Shark Tank”
  • Carol Brolley, President of Global, Business Service Operations, UPS
  • Tom Karinshak, EVP of Customer Care, Comcast
  • Janelle Sallenave, Head of Customer Support, North America, Uber
  • Dylan Astle, Chief Operating Officer, DirectBuy
  • Jason Bradshaw, Chief Customer Officer, Volkswagen Group Australia
  • Kelli Durkin, VP Customer Service, Chewy.com
  • Jeanne Bliss, President, Customer Bliss
  • Shep Hyken, Chief Amazement Officer, Shepard Presentations LLC.
  • and more! 

To get a copy of this sent to you directly, contact us

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.

Fast Track Your Attendance

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. 

Part 2: Keynotes, Interactive Discussion Groups, Sponsors

Customer Contact Week Vegas: Early Intel Part 3

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

Part 3: Site Tours 

CCW Vegas ROI Toolkit

Thinking about attending CCW Vegas? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI Toolkit includes:

  • Convince your boss letter
  • Top reasons to attend
  • Estimated Budget Expense Sheet
  • Registration Form
  • and more!

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

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: 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: Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool

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.

 

Special Report: Customer Experience Personalization

Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.

Businesses are not, however, universally delivering customer experiences. Some struggle to even define personalization -- and determine where it fits into the customer experience journey.

This Special Report eliminates the ambiguity. Citing proprietary research data and expert commentary, it reveals what personalization truly entails, why it matters and how to actually create personalized journeys for customers.

Key topics include:

  • The 6-point “Personalization Spectrum.”
  • Debunking key "myths" about CX personalization.
  • 7 challenges that prevent organizations from personalizing experiences.
  • 9 ways to personalize the CX journey.

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. 

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

Sponsor Thought Leaders Q&A

Industry Perspectives: Monet Software

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

Nino Pozgaj joined Monet Software in May 2016 as Vice President of Sales. He is responsible for leading, motivating and managing the Monet Software sales team. With 10+ years of progressive experience developing the people and processes for effective delivery of enterprise software solutions and services. Nino has deep technical knowledge and hands-on experience in the design, building and training of professional software sales and service teams at both the SMB and enterprise level.

To get a copy sent to you directly, contact us here

Post Show Report

2017 CCW Vegas: Post Show Report

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

Expert Interviews

Expert Interview: Kelli Durkin

Kelli Durkin is VP of Customer Service at Chewy. In her position, she oversees an award-winning customer service department that provides an exceptional level of service to Chewy customers. A native of Central Florida, Kelli is the proud pet parent of Bruno, a five-year old French Bulldog, and Wynnie, a one-year old English Bulldog. Customer Management Practice's Principal Analyst, Michael DeJager, speakers further with Kelli about her unique career journey and deep passion for delivering the "wow" experience to Chewy.com's customers. 

Kelli will be a keynote at CCW Vegas, this coming June 18-22 at The Mirage in Las Vegas. 

To get a copy of this interview sent to you directly, contact us

Exclusive Content

Chatbots: Everything You Need to Know

In this whitepaper, we will be covering everything you need to know about chatbots to help you determine if chatbots are right for you. These key topics of discussion include: 

  • Embracing a digital friendly future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

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