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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

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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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Lessons from the Best: How Discover, Bath & Body Works Achieve Call Center Excellence

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Unhappy Customers are Customers Too; How Zipcar is Getting Off Track

Customer Experience

Customer Management Lessons from "Seinfeld" – Part Four

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5 Steps for Coaching Contact Center Agents to Victory

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Verizon Forgets What Customer Service is All About; Ignores 5 Keys to a Great Experience

Customer Experience

How GE, Microsoft, Others Engage Customers to Create Winning Products, Experiences

KPIs, Governance, and Organizational Structure

Definitions of Key Call Center Metrics

Employee Experience

Engaged Agents & Satisfied Customers: Why Target, Microsoft, Others Use Gamification

Customer Experience

Forget About Special: Behind the United, American Airlines Social Customer Care Struggles

Customer Experience

Customer Experience is a Top Priority, But Are We Doing Enough?

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T-Mobile Allegations: Is the Call Center Really Like a Sweatshop?

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Why Inshoring is the New Offshoring

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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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