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Events

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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Executive Exchange

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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CCW Digital

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Top News & Insights

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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Podcast

Customer Experience

Q&A with First Tennessee Bank: Driving Profit, Customer Satisfaction from Big Data

Customer Experience

Safelite: Doing "The Right Thing" for Customers with 5Bes and 5Ts

Customer Experience

For Social Customer Experience, Whose Buy-In Really Matters?

Customer Experience

"United Breaks Guitars" Guy Talks the Future of Social Customer Complaints

Technology & Partnership Decisions

CRM: Does Your Call Center Strategy Support or Undermine This Key Business Goal?

KPIs, Governance, and Organizational Structure

Why Hershey Entertainment Still Cares About First-Call Resolution

Customer Experience

Are You Crippling Your Customer Experience?

Employee Experience

Stop Approaching Call Center Agent Engagement Like a HR Manager!

KPIs, Governance, and Organizational Structure

Are You a Good Call Center Leader? It's Time for a Credit Check

Customer Experience

Can Your Call Center Resolve Challenging Calls With Simple Solutions?

Employee Experience

Agent Engagement – 'Feel-Good Fluff' or Your Path to a More Profitable Call Center?

Customer Experience

Why American Express Still Cares About Net Promoter Score

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 1

CCWomen

CCWomen December Meetup

December 1-31

Wed 9

Webinars

From Omnichannel to Optichannel: Live Benchmarking of What Actually Reduces Effort & Cost

December 9 at 1:00 – 3:00 pm

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