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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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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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Customer Experience

Building A Modern Call Center From The Ground Up: The Next Generation Call Center

KPIs, Governance, and Organizational Structure

Linking Behaviorial Coaching To Metrics To Drive Performance

KPIs, Governance, and Organizational Structure

Lessons Learned From Operating In A Globally Sourced Environment

KPIs, Governance, and Organizational Structure

Frank Eliason Comcast Case Study At Call Center Summit

KPIs, Governance, and Organizational Structure

Call Center Week Producer Interviews Call Center IQ Advisory Board Member John Cushman, VP, AT&T eSales and Service

Customer Experience

Interview with Sandra Levesque of Reservations for Delaware North Parks & Resorts

Customer Experience

Steering Social Media and Comcast Through A Customer Service Sea Change

Customer Experience

Enhancing Complaint Handling Operations to Measurably Reduce Cost, Dissatisfaction and Employee Frustration

Employee Experience

What it Takes to Lead: It's Not Being Loud!

Employee Experience

Never, Ever, Ever Hire Grade B or C People in Your Management Team

Customer Experience

Sahar Hashemi on Innovation

Customer Experience

Execution and Innovation in Large Companies

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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