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How Great Companies Get Their Mojo From Maslow

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 get a copy of this report sent to you, contact us at enquiry@iqpc.com

2016 CCW Winter Post Show Report

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 forget to email us to get exclusive group rates!

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com

Cut the Red Tape!

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 this presentation sent to you, contact us at enquiry@iqpc.com

Omnichannel Journeys: Lessons from CX Leaders

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

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

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 you, contact us at enquiry@iqpc.com

 

Effort Reduction Execution - Create Purposeful and Predictive Customer Experiences

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 of this presentation sent to you, contact us at enquiry@iqpc.com

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

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 trust and drive sustainable change through the organizations.  

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com

Team Member Engagement - Your Key Customer Centricity

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.  

 

Exclusive: Mrs. Fields On What Matters Most When Serving Customers

Exclusive: Mrs. Fields On What Matters Most When Serving Customers

“Gamechangers” within the customer experience space can take many forms. They can be organizations that use cutting-edge technology when serving customers. They can be businesses that employ creative best practices when developing contact center strategy.

If you would like to get a copy of this report sent to you, contact us at enquiry@iqpc.com.

EzCater Presentation: Scaling for Quality

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 you, contact us at enquiry@iqpc.com

Carlson Wagonlit Travel Presentation: Transforming CX Globally

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 to get a copy of this presentation sent to you, contact us at enquiry@iqpc.com

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

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 you would like to get a copy of this presentation sent to you, contact us at enquiry@iqpc.com

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

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 Initiatives
  • Top 5 Areas to Improve on their return to the office
  • Top 20 Investment Area
  • and more!

If you would like to get a copy of this presentation sent to you, contact us at enquiry@iqpc.com

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

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

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

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 goals will remain important no matter how the landscape changes in the coming year.

This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.

Citing exclusive research and analyst commentary, the report tackles the following topics:

  • The top customer contact strategies for 2018.
  • How organizations plan to elevate the “agent experience.”
  • Why businesses are really excited about automation.
  • 5 most urgent workforce, customer relationship and omnichannel investments.
  • The most defining quality of a customer-centric brand 

Special Report: CRM

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 these organizations are maximizing the ROI of their investments into “CRM.”

CCW Digital’s Special Report on CRM corrects that reality.  Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.

Topics include:

  • A common “CRM” mistake to avoid
  • Top 5 priorities for CRM investments
  • 4 factors to consider when building your relationship strategy
  • 11-step roadmap for making the most of CRM technology

Special Report: 2018 Customer Contact Predictions

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” will emerge? To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.