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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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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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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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News

Customer Experience

Glossybox: The Customer Isn't Always Right

Employee Experience

McDonald's Improves Customer Experience By Improving Employee Experience

Employee Experience

Annoy Us, Not Them: Words Of An Employee Who "Gets" Customer Centricity

Customer Experience

"Free" Pays For Itself: Little Gestures Have A Big Impact On Customer Engagement, Profit

Customer Experience

Revealed: 5 Most Important Elements Of A Customer Interaction

Customer Experience

Apple Launches Customer Support on Twitter; Lessons Learned

Employee Experience

5 Ways To Judge Your Contact Center Agents' Customer Centricity

Employee Experience

Lesson from Chipotle: Customer Centric Agents Recognize, Then Act

Employee Experience

Lessons From CCW Winter: What's Hot, What's Not in Customer Management

Customer Experience

Zappos’ Warm Interaction, Customers Attack Burger King Employee, Unified Commerce

Customer Experience

Customer Service Lessons from "Seinfeld" – Part Ten

KPIs, Governance, and Organizational Structure

Aligning the C-Suite, Contact Center Culture and Voice of the Customer (Crisis Response Network Interview)

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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