Expert Interviews

Expert Insights: Lightico

Expert Insights: Lightico

Lightico is a real-time digital collaboration platform that enables contact center agents to accelerate sales transactions and service requests. Brian Cantor, Principal Analyst & CCW Digital Director recently interviewed Zviki Ben Ishay, Founder & CEO Lightico. Click to read more!

CCWomen Spotlight: Colleen Beers

CCWomen Spotlight: Colleen Beers

Introducing the CCWomen Spotlight, Colleen Beers! She is the SVP of Alorica, a member of our CCW advisory board and sits on Alorica’s internal board for their Women’s Initiative which is geared toward women in CX, leadership training and development, work-life balance and other topics pertaining to women in customer contact.  


Join us as we learn about Alorica’s unique culture, why you can’t avoid unconscious bias, and how to elevate other women in the workplace.


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Industry Insights from Rent the Runway & Winc Wines

Industry Insights from Rent the Runway & Winc Wines

Industry disruptors are changing the way business is done, and changing the way customers buy and experience products and services. The disruptors of today are relentless, moving their way up the market, offering a product that's new, efficient and worthwhile. We spoke with Rent the Runway and Winc Wines to find out how they've created a business model to revolutionize an industry and change the customers' experience. View the complimentary interviews for more insights!


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Women in Customer Contact: Challenges, Confidence & Career Growth

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Austin this October 9-12, we are introducing CCWomenCCWomen is by women for women in customer contact to build relationships, support and inspire one another, and path find practical solutions to the myriad of challenges women face in the workplace. 

Ahead of this, Customer Contact Week wanted to gain insights from women in customer contact on the challenges they face in today's world, the confidence every woman should all have, and the bright future women have in career growth. The following customer contact leaders are featured in this Q&A: 

  • Kathleen Attinello, Head of Enterprise Customer Service and Technical Support, Dun & Bradstreet
  • Jeanne Bliss, President, Customer Bliss
  • Cheryl China, SVP, Escalations, Citizens Bank
  • Annette Franz, CCXP, Founder/CEO, CX JOURNEY Inc.
  • Jennifer Hanson, Senior Director, Target.com Guest Services & Gift Card Operations, Target
  • Mary Beth Jenkins, Chief Operating Officer, UPMC
  • Docia Myer , Chief Innovator, 3A Consulting
  • Janet Solomon, SVP, Head of Client Contact Center, SunTrust Bank

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Expert Insights: The Hassle-Free Experience

Expert Insights: The Hassle-Free Experience

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.


As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader. 


Customer Management Practice's Principal Analyst, Michael DeJager, speaks further with Adam about his entrepreneurial career and deep passion for customer experience.


Organizational Culture: Diversity & Inclusion

Organizational Culture: Diversity & Inclusion

Cultural tone may be set at the executive leadership level of an organization, but the true organizational culture is the culmination of the many flavors of human spanning an organization. Diversity of thought, gender, color, race, ethnicity, orientation, personality, and everything in between help weave a vital fabric the leads to engagement and success, from employees to customers.

In this CCW Austin panelist feature, CCW talks with Oris Stuart, the NBA’s Diversity and Inclusion Officer, about just how the NBA became the leader in diversity among professional sports leagues. 


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Spearheading a Contact Center Cultural Transformation

Spearheading a Contact Center Cultural Transformation

Organizational culture serves as the foundation for all organizational pillars, customer function included. As the contact center environment serves as your front line for sales and/or service, it could be argued that contact center agents that aren’t empowered by strong organizational culture can quite easily do more harm than good for both your brand and your business. In this CCW Austin panelist feature, Customer Management Practice Principal Analyst & Divisional Director, Michael DeJager, speaks with Kelli Barabasz, customer care lead at the National Notary Association (NNA), about their cultural transformation rooted in the contact center.


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Why "Wow"-ing Customers is Overrated

Why "Wow"-ing Customers is Overrated

Chip Liebenow is the Director of Customer Care at The Home Depot in Atlanta, Georgia. In his position he leads the operations team of 550 agents to deliver world class service to support all Home Depot stores in the US (including Guam, Puerto Rico and the U.S. Virgin Islands). Chip has completed two combat tours, dabbled in five startups and has a passion for long distance cycling. Sandy Ko, Research Development Analyst and Conference Director at Customer Management Practice, speaks further with Chip about his unique career journey and why “wow”-ing the customer is overrated.


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