January 22-25, 2018
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 Intelligence, Bots and Robotics, we have new capabilities to drive efficiencies and revenue and meet changing customer expectations. Discover how to embrace a digital future. 

Expert speakers leading the program include:

  • Terry Jones, Founder, Travelocity.com; Founding Chairman, Kayak.com; Chairman, Wayblazer.com
  • Robert Herjavec, CEO & Co-Founder of Herjavec Group; Dynamic Investor & Leading Shark on ABC's "Shark Tank" 
  • Jim Plazter, Motivational and Blind Pilot, Leader Dogs for the Blind
  • Ryan Leslie, Founder and CEO, Superphone; Grammy Nominated Singer and Songwriter, Rapper and Entrepreneur 
  • Radha Penekelapati, Global Head of Vendor Operations, YouTube
  • Kathleen Attinello, SVP Global Customer Service, Dun & Bradstreet
  • Michelle Chiu, Senior Director of CX, BlueApron
  • Calvin St. Juste, Executive Director, Comcast
  • Brian Calderwood, Director - IT Customer Contact Solutions, Walgreens
  • Ed Ariel, VP Service Operations, ezCater
  • Daniel Spar, Associate Director of Customer Care, WeddingWire

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

Top Featured

2017 CCW Vegas: Post Show Report

CCW Vegas 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 out the CCW Vegas Post Show Report, then join us in January for CCW again! 

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

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 connecting with customers. They must personalize engagement experiences based on the specific customers with whom they are acting. They must tailor processes based on the specific issues they are handling.

Check out what went down at CCW in New Orleans, then join us for CCW NOLA, January 22-25!

For an emailed copy of the Post Show Report, email us at enquiry@iqpc.com.

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

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!

 

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 personal meaning of world-class service with speed and efficiency. The speakers featured are: 

  • Johnny Russo, Associate Vice President, e-Commerce and Digital Marketing, Mark’s (Mark’s Work Wearhouse), a Canadian Tire Company
  • Gene Lunger, EVP Retail Operations, Ashley HomeStore
  • Hui Wu-Curtis, senior Director, Customer Care Strategy, Choice Hotels

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

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 “what” and “how,” they obsess over the “why.” In this exclusive interview, Dawn Smith Bradney, VP of Customer Support and Audit, McKesson, reveals the importance of focusing on that “why.” She, more importantly, reveals how to acquire that valuable degree of intelligence – and how to leverage that insight to elevate the customer experience. When you truly understand your customers, you will not simply be able to fix existing problems in the customer experience.  You will be able to anticipate – and proactively fulfill – future needs.

Download to listen to the full interview! If you would like the podcast interview to be sent to you, contact us

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 customer preferences.  Through a combination of research and analytics paired with experience design, the resulting differentiated customer experience will set you apart from the rest.

Check out these sessions at Customer Contact Week | NOLA for better insight into just how to better understand and listen to your customers while reengineering experiences that resonate.

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 future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs. The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. A five-module webinar series combined with a live training seminar led by industry experts at Customer Contact Week will help you and your team members gain the competencies you require to take your next career step.

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

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 future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs.

The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. The five-module webinar series starts in September, followed by a live training seminar led by industry experts at Customer Contact Week, January 22-25, will help you and your team members gain the competencies you require to take your next career step.

If you would like a copy to be sent to you, contact us

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

Whitepapers

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 shifting their focus to more nuanced, unpredictable interactions.

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations? This report has the answers:

  • Why the rise of technology is really the rise of the employee
  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing

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

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 the customer experience. We then look at how businesses are approaching the customer experience.  Do they know what customers want?  And even if they do, are they able to actually deliver it?

Questions answered in this report include:

  • How many bad experiences will make a customer switch to a competitor?
  • Will customers really pay more for a good experience?
  • What are customers’ Top 5 demands when interacting with a business?
  • What factors prevent businesses from meeting those demands?
  • What are the most common customer complaints?
  • How well do businesses respond to customer feedback?
  • How do customers really feel about calling for customer service?

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

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, what are the odds the interaction will yield an efficient, effective resolution on the first contact? What are the odds it will be entirely accurate, let alone friendly? What are the odds it will feel “easy” to the customer?

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem.

This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:

  • Why multilingual engagement matters in today’s market
  • How does the rise of omnichannel impact multilingual strategy?
  • 5 goals of a multilingual strategy
  • A quiz to determine the best multilingual approach for your business
  • 6 solutions for multilingual engagement – and how to optimize them

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

Sponsorship Information

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.

Fast Track Your Attendance

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 11/6/17)

Email enquiry@iqpc.com if you'd like a copy sent directly to you.

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 letter
  • Top reasons to attend
  • Estimated Budget Expense Sheet
  • Registeration Form
  • and more!

If you would like to get the toolkit sent to you, contact us at enquiry@iqpc.com


Presentations

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

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

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

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

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

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 you, contact us at enquiry@iqpc.com

 

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

    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

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 you, contact us at enquiry@iqpc.com

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

Fast Track Your Attendance

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

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

Top Featured

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 

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

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