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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... Read More

Top Featured

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 last year and don't forget to email us to get exclusive group... Read More

Q&A with 5 C-Level Executives

Read the Exclusive Q & A with 5 C-Suite Executives from CenterPoint Energy, FIS Global Retail Payments, NOLA 311, DirectBuy, and Crisis Response Network. Discover what innovative ideas they are working on and walk away with insight required to improve your current operation.... Read More

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... Read More

#1 Technology In Demand for Contact Centers

We spoke with 8 contact center leaders and asked them: “What would you invest in if you had a BLANK... Read More

From the Experts

Are "effortless" and "human" customer experiences complementary or contradictory? Experts from Pitney Bowes, Pandora, and MONI... Read More

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... Read More

Presentations

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

Whitepapers

Executive Report on Customer Engagement

Download the free report, get answers to the below questions, and ensure you can deliver next-generation customer engagement:What are the most important factors when engaging today’s customers?Which types of engagement are considered part of the “journey?”Are different business departments really “aligned” when it comes to customer... Read More

Executive Report on the Customer Experience

This report enable you to transition from talking about an ambiguous concept of the customer experience to enacting a clear, well-designed, results-driven plan for achieving actual... Read More

Executive Report on Contact Center Technology

Contact center technology represents a high - priority investment area, but it need not be costly for your business.  This report provides what you need to understand the marketplace, identify key challenges, benchmark against your peers and determine which solutions you should... Read More

Executive Report on Performance

This guide provides insight into real solutions - backed by expert thought leadership and real - world case studies - that can meaningfully improve contact center... Read More

CCW Winter Executive Report: The Future of the Contact Center

Transformation is the name of the game when it comes to contact center strategy. From the types of interactions it handles, to the channels in which it engages customers, to the way it measures performance, the contact center is constantly... Read More

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... Read More

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... Read More

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... Read More

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... Read More

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... Read More

The Mathematics of Pleasure and Pain (Or How I Learned to Stop Worrying and Ignore CTU)

1.      Eric Lange, VP Customer Experience at Flipkart, presents “The Mathematics of Pleasure and Pain (Or How I Learned to Stop Worrying and Ignore CTU.”  Learn how Flipkart threw out the book on customer service metrics and began measuring and optimizing for pain and delight from the customer... Read More

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... Read More

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... Read More

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.... Read More

Fast Track Your Attendance

Past Attendee Snapshot

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

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... Read More

CCW Winter 2017 Event Report

CCW Winter 2017 Event Report... Read More