Nashville, TN - Customer Management Practice

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For Practitioners

Our independent research focuses on the four core operational areas that matter most to contact center leaders.

Employee Experience

Workforce management, agent retention, coaching, and building teams that last.

Customer Experience

CX strategy, omnichannel performance, self-service, and delivering reliable support across every touchpoint.

Technology & Transformation

Software selection, AI implementation, cost evaluations, and choosing tools that fit your operation.

KPIs, Metrics & Org Structure

Performance benchmarking, cost tracking, team structuring, and building data-backed cases for leadership.

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Software budget trends, purchasing decisions, operational pain points, and buyer intent tracking

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KPIs, Metrics & Org Structure

Sponsorship, lead qualification, sales enablement data, and connecting with decision-makers.

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Events

Customer Contact Week

The Future of Customer Contact, Live.

Igniting What’s Next in Customer Contact Excellence

Oct 2026

Where the Future of Customer Contact Takes Shape

Jan 2027

The World’s Largest Customer Contact Event

Jun 2027

New Business Starts at Customer Contact Week

CCW Executive Exchange Retail

July 2026

CCW Executive Exchange August

Aug 2026

CCW Executive Exchange Healthcare

Sept 2026

CCW Executive Exchange November

Nov 2026

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CCWomen

Built for those building customer contact excellence.

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CCWomen Hall of Fame

Meet the leaders who are impacting the customer contact space.

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CCW Digital

The World’s Largest Platform for Customer Contact Content.

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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October 2026

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CCW Nashville

October 7-9

Igniting what’s next in customer contact excellence.

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