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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.


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

CCW Austin 2017 Post Show Report

CCW Austin 2017 Post Show Report

In it’s inaugural year, CCW Austin convened 200+ customer contact leaders at the Horseshoe Bay Resort outside of Austin for a week of intensive content and networking. The 2017 theme, Intelligent Contact Centers in a Connect World, focused on the importance of connections of all types - business connections, mobile connections and personal connections.


View the Post Show Report to see more about what happened at CCW Austin last year, including who was there, who sponsored, what we loved and what we learned. Then join us for CCW Austin this year!

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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Special Feature: Troy Mills Profile

Special Feature: Troy Mills Profile

CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Academic Officer of CCW University, Troy Mills joins us to share a little more about the importance of investing in high-potential managers as well as the value of CCW University.


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CCW Early Event Info Flyer

CCW Early Event Info Flyer

Last year, we just couldn't get enough CCW, so we went to Austin. This year, we've sharpened the event agenda and we're bringing more world-class speakers with us to lead the program. The Expo Hall will have even more innovative and state-of-the-art technologies and networking activities for you to meet the people you should connect with most.

Check out the early event info for a sneak peek at what's in store for CCW in Austin including:
  • The "CCW Shark", Daymond John
  • Paul Wallace, Chief Customer Officer, Halliburton
  • Oris Stuart, Chief Diversity & Inclusion Officer, NBA
  • Aileen Allkins, Corporate VP, Customer Service & Support, Microsoft
  • ...and many more!

This year we're at the Renaissance Austin, 15 minutes from the downtown... so grab your cowboy boots and get ready for live music, BBQ and CCW!

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

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

Presentation: Wells Fargo on Metric for Success: Earning Customers for Life

Presentation: Wells Fargo on Metric for Success: Earning Customers for Life

Heather Magaha, SVP, Head of Treasury Management Client Services at Wells Fargo is a member of the CCW Advisory Board and she joined us at CCW Austin last year. View her presentation for more information on Wells Fargo's commitment to their customers, their program strategy and training techniques.

Presentation: Electronic Arts on Self Service vs. Assisted Service What’s the Right Balance?

Presentation: Electronic Arts on Self Service vs. Assisted Service What’s the Right Balance?

John Pompei, Head of Player Experience Operations at EA is the CCW Advisory Board Vice Chairperson and he also joined us at CCW Austin last year. View his presentation for more information on Electronic Arts' self-service, how they are improving the customer experience and the importance of transparency.

Presentation: Hilton on A Customer First Culture - Human Touch in a Digital World

Presentation: Hilton on A Customer First Culture - Human Touch in a Digital World

Mike Gathright, SVP Reservations & Customer Care at Hilton was a keynote speaker at CCW Austin last year. View his presentation for more information on Hilton's vision, innovation and how they put their customers first pre-, during-, and post-stay.

Presentation: The Home Depot on Servant Leadership: Do You Put Your Associates’ Needs Above Your Own?

Presentation: The Home Depot on Servant Leadership: Do You Put Your Associates’ Needs Above Your Own?

Thom Hacker, Director Online Contact Center at The Home Depot joined us at CCW Austin last year. View his presentation for more information on their vision, how they lead their teams to success and excellence, and inspire their employees.

CCW Austin Early Event Info

CCW Austin Early Event Info

Last year, we just couldn't get enough CCW, so we went to Austin. This year, we've sharpened the event agenda and we're bringing more world-class speakers with us to lead the program. The Expo Hall will have even more innovative and state-of-the-art technologies and networking activities for you to meet the people you should connect with most.

Check out the early event info for a sneak peek at what's in store for CCW in Austin including:

  • The "CCW Shark", Daymond John
  • Paul Wallace, Chief Customer Officer, Halliburton
  • Oris Stuart, Chief Diversity & Inclusion Officer, NBA
  • Aileen Allkins, Corporate VP, Customer Service & Support, Microsoft
  • ...and many more!

This year we're at the Renaissance Austin, 15 minutes from the downtown... so grab your cowboy boots and get ready for live music, BBQ and CCW!


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.


Past Attendee Snapshot

Past Attendee Snapshot

Interested in joining us at CCW Austin this year? Take a look at who attended last year!


Contact us if you would like a copy to be sent to you directly.

Current Attendee Snapshot

Current Attendee Snapshot

Take a look at who will be joining us at CCW Austin this year! To request a copy of this snapshot to be sent directly to you, contact us here


Last updated: 9/27/2018

CCW Austin ROI Toolkit

CCW Austin ROI Toolkit

Thinking about attending CCW Austin? 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

View Event Guide: Technology & Innovation Focus Day Agenda

View Event Guide: Technology & Innovation Focus Day Agenda

CCW Digital’s innagural Technology & Innovation Focus Day coalesce the thought-leading research and content generated by CCW Digital with the latest project case studies from CCW Austin’s top speakers. There’s no better forum for capturing key customer contact trends paired with the practical projects that set these macro trends in micro motion. Hosted by our CCW Analyst Team, the catalyst for all content featured under the CCW brand, join us for a live cross-industry customer contact briefing like you’ve never experienced. 


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

Customer Empathy - Your Secret Weapon for World-Class Service

Customer Empathy - Your Secret Weapon for World-Class Service

While customer service and customer experience are important, today, more and more businesses are looking to take it to the next level, leveraging customer empathy to effectively understand their customers and market from a holistic viewpoint.

Building empathy into your operational model, training and empowering your workforce to emotionally connect with customers, and proactively communicating are ways in which you can truly understand your customer. This deep understanding is what often leads to an improved bottom line, facilitating benefits like transformed corporate culture, better team alignment and motivation, improved cost efficiencies, and a beneficial improvement and growth cycle.


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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. 


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

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.


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

Top Indexed Company Speakers

Top Indexed Company Speakers

Join us this October in Austin as speakers from award-winning, ranked and indexed companies share best practice guides and keys to success in delivering world-class service with speed and efficiency. Take a look at who they are and why we chose to invite these leaders to be a part of our speaker faculty. 


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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.