October 9-12, 2018
Austin, TX

Media Center

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 yo ...

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CCW Austin Sponsorship Prospectus

Interested in becoming an event partner for CCW Austin? 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

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 Wi ...

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 join ...

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Special Report: Customer Engagement

Engagement is the ultimate “moment of truth” when it comes to the customer experience.  It is how organizations achieve loyalty from customers and separation from competitors.Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:5 facts about today’s customersTop 5 customer demands when interacting with a...

Special Report: Workforce Management

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore...

Special Report: Employee Engagement

This special report investigates the crucial customer experience tenet that is employee engagement.What to expect:How employee engagement can attract the best contact center talent4 ways to create the “happy agents” that yield “happy customers”Use employee engagement to improve contact center productivityWhy employee engagement is the key to understanding customersHow to...

Special Report: Customer Loyalty

True success in today’s marketplace involves building lasting, meaningful connections with customers.It involves looking beyond “customer satisfaction” – and focusing on loyalty.Loyalty it should be noted, is not synonymous with “retention.”  It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship...

Special Report: Future of CX Employees

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also...

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 futureUsing data to improve CX through personalizationChatbots and Customer EngagementMillennial Expectations from Chatbots ExperiencesTop Tips for Chatbot...

2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.Driven by...