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Customer Contact Week is the largest Customer Contact Event Series. The CCW Executive Exchange is a premium invite-only event built for the most Senior Customer Contact stakeholders in the industry today.Every Attendee must answer "yes" to the following ...

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CCW Executive Exchange

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CCW Digital Executive Report - Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience....

CCW Digital Special Report Customer Engagement

Engagement is the ultimate “moment of truth” when it comes to the customer experience.  It is how organizations achieve loyalty from customers and separation from competitors.Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:5 facts about today's customersTop 5 customer demands when interacting with a...

CCW Digital Special Report - Employee Engagement

This special report investigates the crucial customer experience tenet that is employee engagement.What to expect:How employee engagement can attract the best contact center talent4 ways to create the “happy agents” that yield “happy customers”Use employee engagement to improve contact center productivityWhy employee engagement is the key to understanding customersHow to...

CCW Digital Special Report - Workforce Management

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore...

CCW Digital Special Report - Effortless Experience

Nearly every business views the “effortless customer experience” as a top strategic priority. But what does that really entail? What exactly constitutes “effort” in the eyes of the customer? What causes this effort? And how can it truly be reduced (or eliminated)?Key topics include:Is effort really important to customers?Why businesses...

Past Attendee Profile

Take a look at who attended the CCW Executive Exchange this past August in Chicago.Special thanks to all of our Guests, Solution Providers, and the Loews Luxury Downtown Hotel in Chicago for creating such an amazing event. For more information on upcoming CCW Executive Exchanges, email enquiry@iqpc.comTo see what happened...

The Post Show Report

The CCW Executive Exchange this past August was an amazing experience!Download the Post Show Report to see:Top Highlights of the EventTop Speaker QuotesOn-site Polling ResultsThe most sought after Solution Providersand our Rooftop Cocktail hours!

Meet our Speakers

Hand-selected from today's top industries, the CCW Executive Exchange this December 3-5, in Nashville, has gathered the greatest minds and thought leaders in Contact Center Customer Service to share experiences, best practices, and future ideas and innovations.Download now to read a little more about our speaker faculty. To request more information,...

Current Attendee Profile

The CCW Executive Exchange is a peer-to-peer networking event for senior executives and decision-makers in the customer contact space. Our research team has strategically chosen the most sought and valued topics to make time out the office valuable, insightful, and informative.By downloading the Current Attendee Profile, you learn about December's...

CCW Digital Executive Report - CCW Fall

Driven by exclusive research, analyst commentary and real-life case studies, the CCW Fall Executive Report answers those questions – and more.Here’s what to expect: An exclusive Heat Map revealing whether organizations are really committed to “trends” like effortlessness, personalization, journey-mapping, mobile, social, analytics and more.A ranking of the top customer...

Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills. This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents...

CCW Digital Special Report - Multilingual Engagement

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:Why multilingual engagement matters in today’s marketHow does the rise of...

Investment Report

Once upon a time, it was the "call center". But as time progressed and the customer journey became the centralized focus of organizational success, the once "call center" has now been developed into the customer contact center. Contact Center Executives today know that the contact center may be the only communication...

Speaker Feature with Ahmed Ayad

Ahmed Ayad is an executive leader and process improvement expert who currently leads the Continuous Improvement & Quality at Blue Cross and Blue Shield of North Carolina. In addition to this, he serves as an Adjunct Professor at Drexel University where he teaches and creates courses focused on Lean Six...

CCW Digital Special Report - Chatbots

To unlock the true benefits of chatbots, an organization must source, implement and manage the technology correctly. CCW Digital’s Special Report: Chatbots reveals how to successfully adopt and optimize chatbot investments. The report will ensure chatbots are truly elevating your customer experience. Topics include:5 goals that matter most when investing...

Airbnb, AIG, & US Bancorp Fund Services

Grace Vaughey, Global Head of CX Training, Airbnb, Christopher Surges, Senior Vice President, Chief Knowledge Officer, US Bancorp Fund Services, & Rob Maar, Global Head of Contact Center Best Practices & Consumer Operations, AIG, sat down with us to talk about some best practices they use in their contact centers...

The December 2017 Post Show Report

Want to see what the Exchange's are all about?Download the Post Show Report to see who spoke, what we learned,and what we are taking with us into 2018.