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Jan 2027

The world’s largest customer contact event and the annual gathering where customer contact leaders drive business endeavors to…

Jun 2027

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CCW Executive Exchange November

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations…

Nov 2026

CCW Executive Leadership Exchange Orlando

A one-day, invite-only experience at CCW Orlando, bringing senior customer leaders together to benchmark priorities, exchange ideas, and…

Jan 2027

CCW Executive Exchange Emerging Tech

A more focused approach to industry connection, the CCW Executive Exchange creates space for senior-level conversations, shared perspectives,…

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5 Reasons Why Healthcare Consumer Experience Initiatives are Impacted by AI

Learn how to diagnose where your current efforts are falling short and apply practical, cross-functional solutions to move from stalled pilots to enterprise-scale impact.

Customers Hate Performative Values: Thoughts on Everlane & Shein

Sustainability and transparency are still important to the modern consumer. But dishonesty around these values isn’t something customers can afford to tolerate.

The Resurgence of In-Person Shopping

E-commerce isn’t going anywhere, but brands need to make in-person retail experiences not only transactional, but experiential.

Turbulence Ahead: The Airline CX Crisis

Between rising fuel prices, post-pandemic travel demand, and aggressive cost-cutting, the flying experience has gotten away from the customer.

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Employee Experience

Reddy

We Forgot About the Human Touch: Fix the Broken AI Model By Rethinking Employee Empowerment

Executive Research Report: Delayed Augmentation: Why Customer Contact Teams Are Falling Behind In the Agentic Era

Diabolocom

Webinar: Automation Is Outpacing Your Plans:New Research on the Future of AI-Enabled Teams

The TSA Crisis: An Employee Experience Nightmare

8flow

2025 November Market Study: Tech vs. Humanity: Redefining The Agent Role

8×8

Webinar: Beyond Bots: Empowering Supervisors in the Age of AI

The Future of Workforce Management

CCW Digital Magazine: Workforce Management

The New Agent Experience Checklist

Upstack

Webinar: AI That Works for People: Empowering Teams to Deliver More with Less

Taskus

Webinar: Empowering the Consultative Agent with Next-Gen Technology

Elvee

High-tech, Human Touch: Why Human Contact Center Agents are AI's Perfect Partners

Upcoming Events

Mon 2

Exchanges

CCW Executive Exchange November

November 2-4

Bringing together senior leaders navigating operational transformation in real time — aligning strategy, redesigning workflows, and building organizations ready for what comes next.

Tue 1

CCWomen

CCWomen December Meetup

December 1-31

Wed 9

Webinars

From Omnichannel to Optichannel: Live Benchmarking of What Actually Reduces Effort & Cost

December 9 at 1:00 – 3:00 pm

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