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CCW Austin Official Agenda

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 ...

Featured Download

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 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 ...

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 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 ...

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.

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...