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Customer Contact Week

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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

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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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Using Integrated Voice Response (IVR) to Gauge Customer Experience

Employee Experience

Call Center Employee Engagement at InfoCision: A Case Study

Customer Experience

Information Technology: The Alcatraz of the Customer Experience

Employee Experience

It Takes EQ, Not Just IQ, To Work In A Call Center

Customer Experience

Customer Feedback is a Two-Way Speech

Customer Experience

Leveraging Customer Feedback for Profit: Advances in Speech Analytics for Voice of the Customer

KPIs, Governance, and Organizational Structure

Six Sigma May be Dangerous to Your Call Center

Customer Experience

Winning True Customer Loyalty and Trust in a Recession: A Conversation with Expert Shaun Smith

KPIs, Governance, and Organizational Structure

The Inevitable Battle Between Required Change and the Maintenance of the Status Quo

KPIs, Governance, and Organizational Structure

How to Produce Innovation: Creating the Entrepreneurial Equivalent of Smallness Within the Larger Organization

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The Key to Making Your Voice of the Customer Actionable: Part 2

Customer Experience

An Interview with Brand Bubblist John Gerzema

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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.

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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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