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View Event Guide: CCW Austin

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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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 ...

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 ...

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 joins us to share a little mo ...

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 yo ...

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Austin this October 9-12, we are introducing CCWomen. CCWomen 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, Cu ...

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 technique ...

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 trans ...

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?

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

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 ...

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 ...

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

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: 9/2 ...

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 letterTop reasons to attendEstimated Budget Expense Sheet ...

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 ...

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, t ...

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 he ...

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 ca ...

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 ...

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 ...

Sponsorship enquiry

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 spex@iqpc.com. 

Sponsorship Opportunity: IDGs

Interactive Discussion Groups (IDGs) are a unique learning format providing attendees with fast and focused exposure to topics most relevant to them. Each attendee can pre-register for groups capped at 20, with the opportunity to take part in six IDGs total throughout the conference. Take a look at the list...

Additional Content Download

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...

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...

Special Report: Self-Service

We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the...

Special Report: Customer Journey Mapping

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.This Special Report on Customer Journeys will help you avoid those pitfalls.Not...

Special Report: Intelligent Customer Contact Workforce

Your agents may be smart. They may have a thorough grasp of your products, scripts and policies.But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?This report explores that more important form of contact...

CCW University: Future Leaders Certification Program

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...

Special Report: Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.There's a simple key to delivering this superior experience: understanding customer intent.Customer intent...

Special Report: CX Automation

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact...

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...

Special Report: Contact Center Security, Authentication & Fraud Prevention

The contact center is under siege, and many organizations are greatly unprepared.Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable.  Worse, these ineffective endeavors actually hurt the customer experience.  They make interactions slower and more frustrating.It is time to...

2018 CCW Market Study: The Customer Experience

This may be the era of customer centricity, but it is also one of disappointing customer experiences.Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations – or their employees.What’s...

Expert Insights

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!