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Customer Contact To-Do List

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 it simply, does not happen overnight. However, customers are not going to spend years enduring bad experiences hoping that you will one day deliver a great experience; they want to be satisfied right now!


Take a look at some of the strategies you can implement now, before joining us in Nashville this January.



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CCW Nashville 2019: Top Trends You Need to Know

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 leaders. 

 

With tracks that lean in to pressing people, process and technology challenges for supervisors and the C-Suite alike, CCW Nashville both echoes and continues key conversations originating in CCW Digital’s 2018 Market Studies.


Check out some of the key takeaways from these market studies and how they connect with the live content featured at CCW Nashville.



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Expert Insights: Creating a Holistic Customer Experience

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, customer titles of all types. 


At CCW Nashville, we seek to take a look at the collaboration required across the holistic customer journey, convening a dynamic panel of executives to speak to the collaboration required across enterprise siloes in order to design and deliver on customer experience. 


The panel takes a holistic view of the customer journey, examining unique enterprise functions, how they influence customer experience, and most importantly how they strive to collaborate with those influencing journey touch points.


 Members of the Holistic CX Panel include:

  • Natalie Higgins, SVP, CX Channels & Segments, Citizens Bank
  • Heidi Munc,AVP, User Experience, Nationwide Insurance
  • Valerie Egen, VP, Global Customer Engagement, Subway
  • Cory Kreeck, VP, Organization Development, Beach Body
  • Michael Kadel, COO, Santa Clara Federal Credit Union


If you would like a copy of the article sent directly to you, contact us here.

CCW Nashville Report: CX Women in Business

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, current projects at their organization, thoughts on mentorship and what advice they would give to the rest of the CCWomen community.


The following Customer Experience Business Women are featured in this Q&A:

  • Alison Lichtenstein, Director of Customer Experience Design, Dow Jones
  • Carla Moore, VP of Sales Strategy, HBO
  • Deb DeNure, Associate Director of Sales, Learning & Performance, Humana
  • Heidi Munc, AVP, User Experience, Nationwide
  • Kandy White, VP, Service Technology, Small Business Services, ADP
  • Kaylene Eckels, COO, Etech Global Services
  • Kelly Steele,  VP of Customer Services, Freddie Mac

If you would like copy of the Q&A send directly to you, email us here.
CCW Digital Spotlight Series-Kelley Kurtzman

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 concepts, but combined it comes to the pursuit of a better customer experience.


In this CCW Digital speaker spotlight series, we had Brian Cantor, Principal Analyst for CCW Digital ask Kelley Kurtzman, VP, Global Consumer Sales & Service Center at Verizon a series of questions to discuss these alignments and her involvement in the CCWomen initiative that we launched this year.


If you would like a copy of the interview sent directly to you, email us here.

CCW Digital Spotlight Series-Cory Kreeck

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 center experience. 


In this CCW Digital speaker spotlight series, Brian Cantor, Principal Analyst for CCW Digital speaks with Cory Kreeck, Group VP, People Operations at Beachbody on his people-centric career starting in the contact center.


If you would like a copy of the interview sent directly to you, email us here.

CCW Nashville Report: Navigating Customer Contact Buzzwords

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 what they mean from their own unique perspective. Take a look at what those words mean to their organization, why this is something they're investing in and the active projects at their organization that are surrounding these buzzwords. 


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Women in Customer Contact: Challenges, Confidence & Career Growth

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 Contact Week wanted to gain insights from women in customer contact on the challenges they face in today's world, the confidence every woman should all have, and the bright future women have in career growth. The following customer contact leaders are featured in this Q&A: 

  • Kathleen Attinello, Head of Enterprise Customer Service and Technical Support, Dun & Bradstreet
  • Jeanne Bliss, President, Customer Bliss
  • Cheryl China, SVP, Escalations, Citizens Bank
  • Annette Franz, CCXP, Founder/CEO, CX JOURNEY Inc.
  • Jennifer Hanson, Senior Director, Target.com Guest Services & Gift Card Operations, Target
  • Mary Beth Jenkins, Chief Operating Officer, UPMC
  • Docia Myer , Chief Innovator, 3A Consulting
  • Janet Solomon, SVP, Head of Client Contact Center, SunTrust Bank


If you would like a copy of this to be sent to you directly, contact us here