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

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 focus of his keynote address at CCW in New Orleans. CCW takes a few moments with Terry to unpack digital channel challenges and his perspectives on all things innovation.

If you would like to get a copy of this interview sent to you, e-mail us at enquiry@iqpc.com. 

Chatbots: Everything You Need to Know

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 future
  • Using data to improve CX through personalization
  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in A.I. Technology that Matter to the C-Suite

Some of the key thought leaders that are featured are:

  • Matt Swanson, CEO, Augment Solutions
  • Christopher Keenan, Head, Worldwide Medical Contact & Insights, Bristol-Myers Squibb
  • Michael Klein, Director of Industry Strategy and Marketing, Retail, Travel and CPG, Adobe Systems
  • Shep Hyken, Chief Amazement Officer, Shepard Productions
  • Gadhi Shamia, COO, Talkdesk
  • and more!

 

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

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 more about the importance of investing in high-potential managers as well as the value of CCW University.

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

The Importance of Speed & Efficiency

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 & efficiency will prove to be the experience differentiator in customer service. We spoke with several experts ahead of Customer Contact Week this January 22-25 in New Orleans to get their take on the importance of speed & efficiency in the industry.

If you would like a copy of this whitepaper to be sent to you directly, e-mail us at enquiry@iqpc.com.  

2018 CCW NOLA Post Show Report

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 customer experience. This coming January 15-18 we're heading to Nashville! 

View the Post Show Report to see more about what happened at CCW NOLA last year, including who was there, who sponsored, what we loved and what we learned. Then join us for CCW Nashville this year!