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Jan 2027

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CCW Executive Exchange November

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Nov 2026

CCW Executive Leadership Exchange Orlando

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Jan 2027

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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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KPIs, Governance, and Organizational Structure

Drucker’s Fundamental Business Decision

KPIs, Governance, and Organizational Structure

The Unintended Call Center Consequences of the KPI Average Handle Time: A Sony Story

Employee Experience

Counter-Intuitive Thinking About Absenteeism and Turnover

KPIs, Governance, and Organizational Structure

The Four Steps You Must Take to Create the Future

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Six Gates Your Call Center Outsourcer Must Pass Through to Improve the Customer Experience

KPIs, Governance, and Organizational Structure

Resurgence of Six Sigma in the Call Center: Decreasing Customer Churn

Employee Experience

Five Ideas for Motivating and Engaging Your Call Center Representatives

KPIs, Governance, and Organizational Structure

Does Average Handle Time (AHT) Have A Place in the Modern Call Center?

Technology & Partnership Decisions

Behind the Cloud: An Interview with Salesforce.com's CEO Marc Benioff

Customer Experience

The Preferred Channel: Best Buy Cuts Call Center Costs By Leveraging Social Media

Customer Experience

Are You Asking and Answering the Right Questions?

KPIs, Governance, and Organizational Structure

Call Center New Years Resolutions: A Two-Sided Coin

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CCW Executive Exchange November

November 2-4

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December 1-31

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

December 9 at 1:00 – 3:00 pm

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