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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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Customer Experience

A Small Effort is all it Takes to Deliver Jaw Dropping Customer Service

KPIs, Governance, and Organizational Structure

Average Handle Time: An Antiquated Call Center Metric

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The Death of Social CRM: Musings from a CTO

Customer Experience

The Business Case(-Mate) for Customer Centricity

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Call Center Workplace Wellness: A Case Study

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The Business Case for IVRs and Automated Speech Recognition

Employee Experience

Best Practices in Call Center Recruitment: Stop Trying to Understand Why Call Center Representatives Are Quitting

KPIs, Governance, and Organizational Structure

Piloting vs. Speculating: Pilot-Driven Innovation Makes People More Receptive to Change

Customer Experience

The Proof is In The Pudding: The Customer-Centric Recipes of Zappos

KPIs, Governance, and Organizational Structure

Leveraging the Balanced Scorecard For Your Call Center

Employee Experience

The Movie Scene Every Manager Should See…If You Want Engaged Employees, High Morale and Employer of Choice Status

Technology & Partnership Decisions

Interactive Voice Response (IVR) Design and the Call Center: A Travelocity Story

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CCW Executive Exchange November

November 2-4

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CCWomen December Meetup

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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