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January 15 - 18, 2019
JW Marriott, Nashville, TN

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View Event Guide: CCW Nashville

We had a blast at New Orleans last January, but we're headed the City of Music this coming January 15-18. We're sharpening the agenda next year with more world-class speakers. The Expo Hall will have even more innovative and state-of-the-art technologies and networking activities for you to meet ...

Featured Download

Customer Contact To-Do List

Deep down, you know the customer experience is about the long game. You know that the most productive, customer-centric operations require a thorough vision, methodical planning and carefully calibrated execution. Customer centricity, to put i ...

CCW Nashville 2019: Top Trends You Need to Know

Customer Contact Week content is directly driven by the priorities of you, our customers.  Our research culminates from primary research conducted with our speaking faculty in tandem with surveying of our CCW Digital global online community consisting of more than 150,000 customer contact le ...

Expert Insights: Creating a Holistic Customer Experience

Customer experience lives so far and beyond the contact center or customer function, culminating as the sum of all touchpoints a user or customer has with an organization. These interactions are shaped by the C-level, operations, organizational development, experience design, and of course, custo ...

CCW Nashville Report: CX Women in Business

At CCWomen, we are proud to provide a community where we can share our story and give advice to other women in the CX industry.In order to get a better understanding of cx women in business, we asked a few of our CCW Nashville female speakers to share their stories regarding their careers, ...

CCW Digital Spotlight Series-Kelley Kurtzman

Can you think of four more buzzy topics within the customer contact space? Can you think of four more urgent priorities for today's organizations? Probably not. But when tackling these topics, many organizations do not think about the synergy between the four. They may seem like independent conce ...

CCW Digital Spotlight Series-Cory Kreeck

To run a contact center, you really need a great eye for strategy design. You need to be able to set the right objectives, and then develop efficient, realistic and pragmatic means of achieving that. It also helps to have a real world first-hand view of the contact c ...

CCW Nashville Report: Navigating Customer Contact Buzzwords

Industry events are known to overuse buzzwords. But we all know there are substantial reasons why this industry language exists. We asked members of our advisory board to pick 3 words that resonate with their organization to dispel the “buzz” associated with these words and get to the core of wha ...

Women in Customer Contact: Challenges, Confidence & Career Growth

At CCW Nashville this January 15-18, 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, Customer Con ...

Key Event Information

CCW Nashville Interactive Discussion Groups: How It Works

We have a new & improved format for Interactive Discussion Groups this January! Take a look at how it works. 

2019 Nashville Current Attendee Snapshot

Take a look at who will be joining us at CCW Nashville this year! To request a copy of this snapshot to be sent directly to you, contact us here.

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 & Efficiency, focused on the importance of speed and efficiency when it comes to delivering the best...

2018 Past Attendee Snapshot

In case you haven't heard, we're headed to Nashville this January! Interested in attending? Take a look at who attended CCW NOLA last year! To get a copy of this snapshot sent to you directly, contact us here.

2019 CCW Nashville: ROI Toolkit

Thinking about attending CCW Nashville? We are here to help you convince your colleague or manager to attend. Take a look at the top reasons why you should attend. This ROI Toolkit includes:Convince your boss letterTop reasons to attendEstimated Budget Expense Sheetand more!If you would like a copy of this...

Past CCW Presentations

Presentation: Chewy on Delivering a "WOW" Experience

Kelli Durkin, VP Customer Service at Chewy.com led a keynote session at CCW Vegas on how to deliver a "WOW" experience to your customers. This is a very brief overview of the session with the key points Kelli discussed. For more in depth powerpoints, view the others in our resource...

Presentation: Intuit on Leveraging the Gig Workforce

In this presentation, Fiona Blakesley, Director of Customer Success Transformation, ProConnect Group at Intuit covered future proofing the workforce. She discussed how to understand the changing dynamics of the workforce, understanding the gig worker, creating a 3-5 year talent strategy and much more.

Presentation: College Hunks Hauling Junk "It's Not What's in the Halls, It's What's on the Walls"

In this presentation, Nick Friedman, President & Co-Founder, of College Hunks Hauling Junk & Moving discussed how to give your customers a good experience, creating an enthusiastic team environment, and bringing their core values to life.

Presentation: HealthCare Partners on Workforce Engagement & Motivation

Thomas Dalton, Director, Quality Contact Center and Mauricio Ortiz, Manager, Quality Contact Center at HealthCare Partners led this session during CCW University on the millennial workforce. They discussed what makes a great leader, understanding leadership vs. management and employee engagement.

Sponsorship Information

2019 CCW Nashville 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.

2019 Sponsorship Guide

Interested in becoming a sponsor or exhibitor for CCW Nashville? Take a look at the 2019 Sponsorship Guide!The guide includes:Attendee Breakdown & Demographics Attendee Job Titles & CompaniesFull List of Current SponsorsBreakdown of Sponsorship OpportunitiesIf you would like the Sponsorship Guide sent to you directly, contact us here.

Sponsor Content: The Beginner's Guide to Conversational Messaging

One of our CCW Nashville Sponsors, Helpshift, shared one of their most recent reports with us. The report dives into conversational messaging and how it allows brands to deliver personalized, convenient and efficient customer service the moment that a customer needs support, and in the right way. 

Additional Resources

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, training and empowering your workforce to emotionally connect with...

Customer Empathy: 5 Ways to Make it the Heart of Your CX Strategy

When we trumpet adages like “customers are always right about how they feel,” “treat customers as one in a million rather than one of a million,” and “view customers as people, not numbers,” we are ultimately underscoring the importance of sentiment.  We are arguing that “feeling” and “emotion” are pivotal...

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...

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 quick resolutions, so speed...

CCW Digital Reports

Special Report: Remote Agents

Attracting, retaining and motivating talent. Accommodating new customer preferences.  Managing growth.Each of these represents a pivotal customer contact objective.  Due to challenges associated with the contact center environment and overall marketplace, these objectives have become very difficult to achieve.It is time to leverage a new solution.  It is time to...

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...

CCW Market Study: The Future of the Contact Center in 2019

New metrics, channels, technologies and ideas are forever changing how we run customer contact centers.They are not, however, changing why we operate contact centers: to meaningfully connect with customers.In revealing their outlook for 2019, customer management executives confirm a renewed emphasis on the human touch. They will value "personalization." They...

Special Report: Knowledge Management

Knowledge management is failing today's customer contact centers.Instead of empowering agents to quickly and accurately connect with customers, conventional knowledge management systems and strategies are sources of inefficiency, inaccuracy and frustration.  They make the customer experience worse.It is time for a change, and the Special Report on Knowledge Management is...

Special Report: Live Chat

It is easy to see why the customer contact community is so enthusiastic about live chat.  By bringing meaningful conversations into the digital world, live chat offers the coveted fusion of customer centricity and efficiency.Unfortunately, it is hard to find examples of organizations truly realizing the potential.  Due to flaws...

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...

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...

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...

Special Report: The State of Chatbots

It is time to change the conversation about chatbots in the contact center.We’re already aware of the theoretical power of the technology. We already know chatbots have the potential to transform customer support.With the customer experience landscape becoming more competitive, we must transition from discussing the hype to demanding results....