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CCW Fall Sponsorship Prospectus

CCW Fall Sponsorship Prospectus

Interested in becoming an event partner for CCW Fall? Take a look at the Sponsorship Prospectus to get a better picture of the people attending and the prospects you could meet. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

2017 CCW Fall Registration Form

2017 CCW Fall Registration Form

Skip the hassle and sign yourself up to CCW Fall. We look forward to meeting with you in Austin! If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Q&A with C-Suite Executives

Q&A with C-Suite Executives

Read the Exclusive Q & A with 5 C-Suite Executives from CenterPoint Energy, FIS Global Retail Payments, NOLA 311, DirectBuy, and Crisis Response Network. Discover what innovative ideas they are working on and walk away with insight required to improve your current operation. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

CCW Fall Sneak Peek

CCW Fall Sneak Peek

We are in a connected world – business connections, mobile connections and personal connections. How YOU connect means everything. CCW Fall will focus on HOW to transform CX in a new era of digital engagement. The roadmap for innovation includes: cultural innovation, employee engagement innovation, learning innovation – and of course technology innovation. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Pandora Media: End Results of Artificial Intelligence - Customer Delight

Pandora Media: End Results of Artificial Intelligence - Customer Delight

Andrea Lopus Cardozo, Head of Consumer Insights, Brand and Product Marketing discusses Pandora's Music Genome Project, the intersection of Artificial Intelligence and "real" intelligence, and the end result of customer delight.
TD Bank: Authenticate Over Digital Channels - Provide a Seamless & Secure CX

TD Bank: Authenticate Over Digital Channels - Provide a Seamless & Secure CX

Erin Ackles, Associate Vice President, Phone Channel, TD Bank Group discusses TD Bank's digital story, how they get there and how they engage with customers. This includes their launches of SMS, Chat, Facebook Messenger, and platform optimization. Finally she dives into the top 3 things to consider when launching a social media strategy.
Citizens Bank: You're Worth It - Invest in Yourself in Order to Invest in Others

Citizens Bank: You're Worth It - Invest in Yourself in Order to Invest in Others

Cheryl China, SVP, Head of Contact Center Specialized Teams, Citizens Bank discusses the top 3 points for investing in yourself including be authentic, be present and practice generosity.
MONI Smart Security: Measurement and Action Needed to Drive Transformation

MONI Smart Security: Measurement and Action Needed to Drive Transformation

Jay Autrey, Chief Customer Office, MONI Smart Security, take a look into the metrics and actions that helped transform an underperforming call center into one of the key drivers of MONI Smart Security's evolution as an industry leader for customer satisfaction.
LegalZoom's Michelle Lopez: Empower Agents To Connect With Customers

LegalZoom's Michelle Lopez: Empower Agents To Connect With Customers

Everyone knows the importance of the customer experience.  The leaders featured in the CCW Digital Executive Interview Series have taken the action – and reaped the rewards.  Get an inside look at how they did it, including the technology they used, strategies they employed and even the mistakes they made on their journeys to customer experience excellence.

Today's Guest: Michelle Lopez, LegalZoom
When it comes to empathizing, establishing trust and building customer relationships, your employees represent your greatest asset.  Michelle Lopez discusses strategies for empowering agents to meaningfully connect with customers.

Lopez, the Director of Corporate Learning for LegalZoom, will be leading a site tour at CCW Fall this October.

Citi's Michelle Brigman: Don't Just Hear Your Customers - Listen

Citi's Michelle Brigman: Don't Just Hear Your Customers - Listen

Everyone knows the importance of the customer experience.  The leaders featured in the CCW Digital Executive Interview Series have taken the action – and reaped the rewards.  Get an inside look at how they did it, including the technology they used, strategies they employed and even the mistakes they made on their journeys to customer experience excellence.

Today's Guest: Michelle Brigman, Citi
In today’s age of customer centricity, you cannot simply hear your customers.  You need to listen.  Michelle Brigman, director of customer listening and engagement, reveals how customer listening has helped Citi elevate its experience.

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!

CCW Fall ROI Toolkit

CCW Fall ROI Toolkit

Thinking about attending CCW Fall? 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
  • Register Form
  • and more!
IDG 1 Pager

IDG 1 Pager

Attendees will be sorted into groups of 20 to take part in Interactive Discussions Groups (IDGs) around today’s hot topics. Each IDG includes both end-user and thought leader perspectives. You will get the opportunity to select and pre-register for three topics and will rotate between your choices every 30 minutes. Discussion groups are kept small so all attendees get the opportunity to ask their most pressing questions ensuring a perfectly tailored experience.Take a look at the different IDG sessions that we will have!  

CCW Fall Expected Attendee Snapshot

CCW Fall Expected Attendee Snapshot

Interested in attending CCW Fall? Take a look at who is expected to attend!

We’re bringing together 350+ executives in the customer care and customer experience industry at CCW Fall, October 16-19 in Austin. Take a look at our Expected Attendee List to see the executives who have already attended other CCW series events.

Attendees include Chief Customer Officer, Director of Call Center Operations, and Director of Customer Care and companies including Marriott International, Progressive Insurance and J.P Morgan Chase. 

Site Tours Overview

Site Tours Overview

Don’t miss our full day back-to-back site tour experiences on Thursday, October 19th! This is your chance to spend the last day of the conference with your fellow CCW attendees in an immersive experience. The bus will depart Horseshoe Bay Resort, head to Electronic Arts, then to Visa and lastly to LegalZoom. Find out what makes each site unique, what you’ll experience at these sites and learn a little bit more about your site tour leaders. Download your copy today!

Top Quotes From CCW Vegas

Top Quotes From CCW Vegas

Take a look at the Top 10 quotes that were spoken at CCW in Las Vegas! We have direct quotes from Tom Weiland, VP Worldwide Customer Service at Amazon; Erica Javellana, Speaker of the House at Zappos; Peter Guber, Chairman and CEO at Mandalay Entertainment Group and more. Get inspired by their words of wisdom!

Workshop Feature: Artificial Intelligence at CCW Fall

Workshop Feature: Artificial Intelligence at CCW Fall

There’s a lot of buzz in the customer experience space around automation – including Artificial Intelligence (A.I.) and Bots. Discover how to balance automation with humans in the customer experience ecosystem during the machine learning and artificial intelligence workshop at CCW Fall, taking place on Monday, October 16, 2017! Jim Iyoob will be joined by Omar Recendiz from TechStyle Fashion Group. Their membership driven brands include: Fabletics (co-founded by Kate Hudson), JustFab, ShoeDazzle and FabKids. This exclusive content piece also features a video of Jim Iyoob speaking about his excitement for CCW Fall. 

CCW University Brochure

CCW University Brochure

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here!

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs. The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. A five-module webinar series in September, combined with a live training seminar led by industry experts at CCW Fall, October 16-19, will help you and your team members gain the competencies you require to take your next career step.

CCW University: Flyer

CCW University: Flyer

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here! Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs.

The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. The five-module webinar series starts in September, followed by a live training seminar led by industry experts at CCW Fall, October 17-18, will help you and your team members gain the competencies you require to take your next career step.

Chatbots Master Class Panel

Chatbots Master Class Panel

Bots are becoming a "need to have" in the industry, as more companies believe bots will help eliminate customer wait time, improve agent performance, reduce time on transactional matters and so much more. At CCW this past June, we had a Chatbots Master Class where the speakers shared with us their insights on Chatbots. In this video is part of a Q&A session of the speaker panel after the class. At the end, take a look about what two attendees had to say about the class. 

Want to learn more about Chatbots? 

Take a look at the whitepaper we released that includes insights from Adobe Systems, Bristol-Myers Squibb, Pitney Bowes, Fishbat Media and others on the future of bots and their impact on the industry.

View it here!

Quick View: Event Agenda

Quick View: Event Agenda

For a quick view of all the sessions and tracks at the conference, download the agenda now! 

CCW Fall Current Attendee Snapshot

CCW Fall Current Attendee Snapshot

Interested to see who will be joining you at CCW? Meet representatives from Fortune 500 and Global 1,000 companies this October.Take a look at our current attendee list. (Last updated 8/4/17)

Email enquiry@iqpc.com if you'd like a copy sent directly to you.

*Last updated: 10/11/2017

Transformation in Customer Contact

Transformation in Customer Contact

Financial Services is one of the leading industries focused on customer experience today. Docia Myer talks with the CCW team on her take on the latest transformations in customer contact and the nuances of customer experience in payments. Docia Myer, Vice President at CPI Card Group, is a leading customer experience innovator and a CCW Advisory Board member. She will be joining us at CCW Fall for several pertinent presentations around CX in financial services. 

Interview with Docia Myer

Interview with Docia Myer

We caught up with Docia Myer at CCW in Vegas this past June! Docia Myer, Vice President at CPI Card Group, is a leading customer experience innovator and a CCW Advisory Board member. She will be joining us at CCW Fall for several pertinent presentations around CX in financial services. Take a look what she had to say. 

In a seperate interview, Docia Myer talks with the CCW team on her take on the latest transformations in customer contact and the nuances of customer experience in payments.  

Read the interview here!

Interview with Kim Warrick

Interview with Kim Warrick

Kimberly Warrick, the Director of Client Services at NJ Shares, has attended 12 CCW events. In this exclusive interview, she talks about why she keeps coming back and how CCW has changed over the years. 

New Companies at CCW Fall

New Companies at CCW Fall

Think you met everyone at CCW this past June? 68% of our current attendees are executives that you haven't met before! Some of our notable new attendees are from Starbucks, Airbnb, and The Home Depot. Get the full list now to see who you can meet! 

CCW Vegas: Post Show Report

CCW Vegas: Post Show Report

CCW Vegas 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 in October for CCW Fall! E-mail enquiry@iqpc.com for more information.

Gamification at CCW

Gamification at CCW

Elijah Cox, the CTO and Owner of Snowfly Performance Incentives talks about the topic of Gamification at CCW in Vegas this past June. 

Speakers by Industry

Speakers by Industry

We have your industry covered! Check out our expert speakers broken down by industry. At CCW Fall, you’ll get perspectives from the experts who understand your challenges and roadblocks most.

Special Feature: Troy Mills Profile

Special Feature: Troy Mills Profile

Launching as part of CCW Fall, 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.