April 15-17, 2018
The Wigwam, Scottsdale, AZ

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2018 CCW Executive Exchange

Started in 1999 as Call Center Week, CCW is the world's largest customer contact event series. With this event attracting more than 2500+ customer contact & experience professions, it was no surprise that an executive level opportunity would be developed. CCW Executive Exchange is the only ...

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2018 Events Calendar

The Customer Management Practice is growing!Here you can find a list of all 2018 events! If you interested in joining us or finding out more information about a particular event, email enquiry@iqpc.com

CCW Digital Special Report - Agent Performance

As the heart of the contact center operation, agents play a particularly valuable role in driving results. Agent performance is, indeed, a paramount business focus.This Special Report on Agent Performance reveals how to position your agents (and, thus, your CX function) for success. Topics ...

CCW Digital Special Report - Retail CX

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their bran ...

CCW Digital Special Report - Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the nec ...

CCW Digital Special Report - Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the nec ...

CCW Digital Special Report - Messaging

Ideas that are truly “good for the customer and good for the business” are far and few between.Messaging is one of those rare examples. If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive re ...

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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 - 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 - 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...

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...

Investment Report of December Delegation

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...

CCW Executive Exchange August 2017 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!

CCW Digital Fall Executive Report

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 experience...

CCW Digital Special Report - Chatbot

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...

CCW Digital Special Report - Voice of the Customer

The importance of knowing what customers want is easy to understand.The task of actually acquiring that knowledge – given that different customers want different things at different times – is not always easy to achieve.This report works to simplify and strengthen that endeavor. It shares numerous conventional and creative methods...

CCW Digital Special Report - CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of...

CCW Digital Executive Priorities Report

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report. The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge. All organizations can, however, set fundamental goals for the coming year – and...

Exclusive Interview with Libba Saptisky

The CCW Executive Exchange continues to live up to its reputation as speaker Libba Sapitsky, Senior Vice President of Customer Experience for Siemens Healthineers is confirmed.Siemens Healthineers, among its many accomplishments, was ranked 23 on Forbes' Global Fortune 500 List. We spoke with Libba for an exclusive interview to learn...

CCW Digital Special Report - Customer Loyalty

Loyalty, it should be noted, is not synonymous with “retention.” It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.How do you create that loyalty? Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital...

CCW Digital Special Report - Frictionless Experience

Nearly every business views the “frictionless customer experience” as a top strategic priority.But what does that really entail? What exactly constitutes “friction” in the eyes of the customer? What causes this friction? And how can it truly be reduced (or eliminated)?Backed by research and featuring guidance from leading executives, CCW...

CCW Digital Special Report - Future of CX Employees

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.How can we prepare agents for this future in which they have to more...

The CCW Executive Exchange Post Show Report December 2017

Thank you to everyone who joined us for the CCW Executive Exchange, DEC 2017.It was another amazingly successful experience and we hope to see all of you in 2018!This report is packed full with Top moments, Quotes, Feedback and Opportunities.The next CCW Executive Exchange will be April 15-17, in Scottsdale,...

Our Confirmed Guest List

The 2018 CCW Executive Exchange Confirmed Guest ListThis April we are kicking off our amazing Exchange Series with the CCW Executive Exchange. This closed-door event invites only the most senior level customer contact executives to come together to network, benchmark, and learn. As the exchange events are capped at 50, there...

Electronic Arts Worldwide Exclusive Interview

We were able to sit down with Crystal Collier, Head of Strategy, Program & Insights for Electronic Arts Worldwide to better understand how they have been so successful with their Customer Experience initiatives and to talk about what is important for them to maintain their impeccable reputation in the market.In...

CCW Digital Special Report - CX Automation

The issue, however, is that many are missing the true value of automation.They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement. This report explores that more substantive, more customer-centric, more meaningful approach...

Karen Tang, VP, Customer Success & Support, Prezi

Karen is focused on delighting our customers at Prezi, and leads the customer success and support teams. She leads the effort of growing Prezi into teams and businesses, and in helping these teams adopt and maximize value out of the product. Prior to Prezi, she spent six years at Google...