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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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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

Transform Your Call Center into a Value Performance Monitoring System

KPIs, Governance, and Organizational Structure

Tiger Woods Falls; Will Your High Performing Call Center Be Next?

Employee Experience

A Call Center Holiday Story

KPIs, Governance, and Organizational Structure

Three Ways to Bring the Call Waiting Times Under Control

KPIs, Governance, and Organizational Structure

Five Answers Every CEO Should Want to Know About Customers: How Customer Profits Suffer When No One’s Keeping Customer Score

Employee Experience

A Call Center Holiday Wish List

KPIs, Governance, and Organizational Structure

Average Handle Time: Is It For You?

Customer Experience

Improving Customer Experience and Call Center Time Management with Call Path Control

Customer Experience

Earning the Right to Grow and Prosper: Five Decisions That Create Beloved Call Centers and Drive Explosive Business Growth

Customer Experience

How to Turn the Call Center into a Meaningful Marketing Platform

Customer Experience

The Great Equalizer: Twitter Savant Barry Dalton on Social Media in the Call Center

Employee Experience

In the Shoes of the Zappos Call 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

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Tue 1

CCWomen

CCWomen December Meetup

December 1-31

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