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Customer Contact Week

Where the industry’s best and brightest converge to bridge today’s realities with tomorrow’s opportunities.

Jan 2027

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

Jun 2027

Three days of powerful insights, real-world strategies, and meaningful connections between industry decision makers.

Oct 2027

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Executive Exchange

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,…

Feb 2027

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Built for those building customer contact excellence.

From stories to strategies, check out our spotlights on leadership in action.

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CCW Digital

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Top News & Insights

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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KPIs, Governance, and Organizational Structure

18 "Make or Break" Metrics for the Call Center

Top Call Center IQ Content for 2012

Customer Experience Summit: Sponsorship Prospectus

How Zappos Measures & Improves Customer Service Performance

Aptean Presents: 2013 Contact Center & Customer Management Executive Priorities Report

Service and Support: Made to Measure – Using Consona Analytics as a Roadmap to Success

Calculating Business Benefits of Knowledge Management: Metric Improvements and Cost Savings Using Real-World Data and Examples

One Customer Service Measure That Can Improve Your Contact Center NOW

5 Metrics for Customer-Centric Call Centers

Call Center Metrics: Measuring Isn't Managing

Can Your Center Keep Up with the Changes? – Manage the Avalanche of Complexity and Still Control Costs

Lowering the Bar: New Metrics to Fix Your Struggling Contact Center

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 17

Webinar: AI at the Front Line: Rethinking Healthcare Access for Payers and Providers

November 17 at 2:00 – 3:00 pm

View Details

Tue 1

CCWomen

CCWomen December Meetup

December 1-31

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