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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

Employee Experience

You Can't Always Teach Bad Call Center Agents Good Tricks

Customer Experience

Price Still King, But Utilities Focus Turning to Customer Experience

Customer Experience

Don't Play the Customer Management "Blame Game"

Employee Experience

Diary of a Call Center Agent Gone Mad

Customer Experience

AMEX on Customer Experience: How to Make Service Your "Biggest Competitive Advantage"

Customer Experience

Burger King Plays Catch-Up with Competitors, But What About Customer-Centricity?

KPIs, Governance, and Organizational Structure

FCR & Call Center Outsourcing: Clichéd? Yes. Significant? You Betcha!

Customer Experience

Online Customer Experience: If You Think About the Customer, Success Will Come

Customer Experience

Are You Making Customers Hate Your Call Center?

Customer Experience

Responding to Pinkberry vs. Subway: What Culture Drives Your Customer Experience?

Customer Experience

Stop Patting Bad Social Customer Service on the Back

Customer Experience

Think Before You Apologize to Customers

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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