January 15 - 18, 2019
J.W. Marriott, Nashville, TN

Resource Center

CCW NOLA Brochure

Everyone is talking about seamless connectivity. How can you create more efficiency with all your disparate systems?CCW in New Orleans will provide you with the tools and insight to deliver world-class service with speed & efficiency. Now that we have IoT, Augmented Reality, Artificial ...

Featured Download

Exclusive: Terry Jones on Digital Relationships and "ON Innovation"

Customer Contact Week is proud to announce our Terry Jones as our Game Changer Keynote in New Orleans January 22-25, 2018. Terry founded Travelocity.com and is currently serving as founding Chairman of Kayak.com. His dynamic career has made him an expert on building digital relationship, the focu ...

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 discussio ...

Investing in High-Potential Managers: An Interview with Troy Mills

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 ...

The Importance of Speed & Efficiency

Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave ...

2018 CCW NOLA Post Show Report

CCW NOLA convened 350+ customer contact leaders at the Hyatt Regency in New Orleans this past January for a week of intensive content and networking. The 2018 theme, Delivering World-Class Service with Speed & ...

Sponsorship enquiry

2019 CCW Sponsorship Prospectus

Interested in participating as a sponsor or exhibitor? Great! Download the sponsorship prospectus or request a copy via email and let's get the conversation started.

Additional Content Download

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...

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: 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...