January 22-25, 2019
New Orleans

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

2018 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.

2017 CCW Vegas: Post Show Report

CCW Vegas 2017 was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, industry trends discovered and lessons learned at the event, and so much more. Check ...

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-s ...

CCW Executive Report: Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to ...

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 relatio ...

CCW NOLA ROI Toolkit

Thinking about attending CCW NOLA? 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

Special Report: Multilingual Engagement

Customers say they want fast, frictionless, accurate interactions that are resolved on the first contact. Think about what those demands mean to customers who do not speak your contact center’s default language.If the interaction does not take place in the customer’s preferred language, wh ...

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 ...

Exclusive Q&A: Meet Our Speakers

Customer Contact Week gathers leaders that span the customer journey, from marketing to operations to customer care. We talked with three leaders speaking at CCW NOLA this January 22-25 to discuss some of the keys to delivering great customer experience, challenges on the journey, and their perso ...

Current Attendee Snapshot

Interested to see who will be joining you at CCW in New Orleans? Meet representatives from Fortune 500 and Global 1,000 companies this January.Take a look at our current attendee list. (Last updated 1/8/2018)Email

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 ...

CCW University: Flyer

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 futur ...

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 ...

Interview: McKesson VP on the Power of Truly Understanding Your Customers

It’s the era of customer centricity.  Most businesses understand the importance of the “voice of the customer.”  They work vigorously to determine what customers want and how customers feel.The best brands, however, go one step further.  Instead of simply focusing on questions of “ ...

Reengineer Experiences Based on Customer Feedback

One of the most important elements driving speed and efficiency is hearing your customer and meeting them where they prefer. This is accomplished through a value chain of activities, from implementing VOC programs to embracing Design Thinking methods to designing experiences that align with custo ...

2017 CCW Winter: Post Show Report

For the more than 500 customer management executives who attended CCW Winter in New Orleans in 2017 one question was top-of-mind: what does it mean to “humanize the customer experience”? The simplest, most obvious answer is that organizations need to emphasize meaningfully connecti ...

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 ...

Augment Customer Experience Tying Technology to Business Strategy

There is an ocean worth of customer contact technologies available to you. In the modern tech transformation landscape, the urge is always to add on another fancy feature or offer an additional channel in the hopes of improving customer experience. But are your technology upgrades tied ...

Best Practices and Case Studies in a World of Continual Digital Transformation

Change is constant. Digital change occurs even faster than most change. As such, it is critical to have a grasp on evolving best practices in digital channel and change adoption. Beyond best practices, it is most helpful to understand a case study journey through the eyes of peers.< ...

CCW University Syllabus

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who a ...

Additional Content Download

How Great Companies Get Their Mojo From Maslow

Chip Conley, Global Head of Hospitality & Strategy for Airbnb and best selling author of Peak & Emotional Equations explains how to understand the motivations of employees, customers, bosses, and investors, and uses that understanding to foster better relationships and build an enduring and profitable corporate culture.If you would like to...

2016 CCW Winter Post Show Report

Today's customers expect service on their own terms – whenever they need, in whatever digital channel they want. When these needs are unmet, there can be increasing customer churn, escalating operating costs and decreasing shareholder value. Take a look at what you missed at the last CCW NOLA and don't...

Cut the Red Tape!

Dustin Laun, Tech Entrepreneur and Sr.Advisor of Innovation/Technology and co-creator of the FCC’s Consumer Help Center for the Federal Communication Commission (FCC) shares his award winning story of  modernizing technology and customer support in the largest organization of them all: the federal government.If you would like to get a copy of...

Omnichannel Journeys: Lessons from CX Leaders

Mary Beth Jenkins, Senior Vice President,COO of UPMC Health Plan and Troy Mills, Vice President Customer Care for Walgreens presents “Omnichannel Journeys: Lessons from CX Leaders.”If you would like to get a copy of this presentation sent to you, contact us at enquiry@iqpc.com. 

Win the Customer: Simple Rules for Sensational Service

FlavioMartins, VP of Operations for DigiCert Inc. presents “Win the Customer: Simple Rules for Sensational Service.”In today’s competitive business world, it’s almost inevitable that businesses will face the accommodation of their products or services. This presentation focused on how you can distinguish yourself from the dozens of nearly indistinguishable competitor products and services. 

Redefine Customer Service: Lessons Learned from a Powerhouse Viral Brand

Janet Song, Chief Customer Officer for Dollar Shave Club presents “Redefine Customer Service: Lessons Learned from a Powerhouse Viral Brand.”  Our industry disruptor shared lessons learned in transforming an industry including the importance of Defining your CS Experience. If you would like to get a copy of this presentation sent to...

Effort Reduction Execution - Create Purposeful and Predictive Customer Experiences

1.      Matt Dixon, Group Leader of CEB and author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty presents “Effort Reduction Execution – Create Purposeful and Predictive Customer Experiences. Find out why the truest test of loyalty is when something goes wrong! If you would like to get a copy...

Go Slow to Go Fast: How to Drive Sustainable Change in Large Organizations

    Christopher B. Smith, Executive Vice President & Head of Global Operations for Metlife presents “Go Slow to Go Fast: How to Drive Sustainable Change in Large Organizations. Find out how MetLife’s Global Operations division harnesses the power of knowledge sharing communications, and employee empowerment to build a culture of...

Team Member Engagement - Your Key Customer Centricity

George Larribas, Head of Treasury Management Client Delivery for Wells Fargo Bank presents "Your Key Customer Centricity” about creating a customer centric engaged culture.   

EzCater Presentation: Scaling for Quality

Petra Wise, the Director of Customer Service at ezCater talks about how scaling for quality has improved their customer relationships and employee engagement. He discusses how they do it and he outlines their goals when scaling for quality.If you would like to get a copy of this presentation sent to...

Carlson Wagonlit Travel Presentation: Transforming CX Globally

What are CX strategies and why do they matter? Why do customers leave? Bob Azman, the V.P. of Traveler Services Americas and Global at Carlson Wagonlit Travel outlines the 4 steps in developing a CX strategy that will help retain customers and improve the overall customer experience.If you would like...

Frontier Communications Presentation: The Revolution of Training – VoC is Just a Click Away

Traditional training is broken! Social and self discovering are the emerging models for employee training. So what do these models solve? How can we use VoC to our advantage and in practice? Davy Roach, the Vice President of Operations Support at Frontier Communications explains all of this in this presentation.If...

OpenText Presentation: Service Delivery Optimization: Tackling Your Biggest Challenges with Best Practices

Roger Lee, Principal Evangelist at OpenText and Matthew Storm, Director, Product Marketing at OpenText held a widely successful workshop at CCW in Vegas last June. In this presentation, they outline the:Top 5 Contact Center/CX Performance InitiativesTop 5 Areas to Improve on their return to the officeTop 20 Investment Areaand more!If...

Safelite Presentation: The Journey to Customer Centricity – People Powered, Customer Driven Strategy

Tim Spencer, the SVP Chief Financial Officer at Safelite Group discusses their journey to Customer Centricity including what strategies they used and how they implemented it. If you would like to get a copy of this presentation sent to you, contact us at enquiry@iqpc.com. 

2017 CCW NOLA Past Attendee Snapshot

Interested in joining us in New Orleans this past January? Take a look at who attended CCW NOLA last year! If you want a copy via e-mail, contact us. 

CCW Executive Report: Contact Center Priorities for 2018

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge.All organizations can, however, set fundamental goals for the coming year – and why those...

Special Report: CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of...

Special Report: 2018 Customer Contact Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important? And what new trends, ideas and “best practices”...