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2019 CCW Executive Exchange

March 31 - April 2, 2019 | Eden Roc Miami Beach, FLCCW Executive Exchange is the only invite-only event where senior executives can experience a true peer-to-peer networking opportunity with interactive roundtable discussions, boardroom style brainweaves and exclusive k ...

Exchange Materials

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...

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...

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 Executive Priorities Report

In 2018, CCW Digital presented 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 why those goals will remain important no...

Exclusive Interview with Libba Saptisky

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

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,...

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...

Karen Tang, VP, Customer Success & Support, Prezi

Karen focused on delighting our customers at Prezi, and led the customer success and support teams. She led 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 in...

2019 Buy One Get One Free Flyer

Not a senior executive but looking to attend a CCW event? Send your manager to CCW Executive Exchange for free and get a 50% off pass to attend any CCW Series Event.

Delegate Journey Mapping

Curious about the CCW Executive Exchange experience as a delegate? Check out our Delegate Journey Map to get an overview of the process.

CCW Executive Exchange Past Attendee Snapshot

Interested in attending CCW Executive Exchange? Take a look at this list to find out who attended in the past.

Session Infographic: Your Challenges, Answered

The contact center landscape is always evolving and transforming. So this year, CCW Executive Exchange agenda has been built to answer your top challenges to support your journey to excellence in both focus areas – giving you access to the most innovative strategies that will help you offer effortless customer...

CCW Executive Exchange Current Attendee Snapshot

Interested in attending CCW Executive Exchange? Take a look at this list to find out who's attending this year! 

Sponsorship enquiry

100+ Customer Contact Executives Who Comes to the Exchange!

Who is going to be taking 1:1 business meetings this March at the CCW Exchange? Find out now!

CCW Executive Exchange Solution Providers Guide

The CCW Executive Exchange is the only events of its kind. For 2 1/2 days, on an invitation-only basis, our guests enjoy a closed-door benchmarking environment that allows them to work with solution providers on developing strategic campaigns for active projects. View the 2019 Executive Exchange Solution Providers Guide for...

Special Report: Contact Center Security, Authentication & Fraud Prevention

The contact center is under siege, and many organizations are greatly unprepared.Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable. Worse, these ineffective endeavors actually hurt the customer experience. They make interactions slower and more frustrating.It is time to fix this problem. It...

Additional Content Download

2018 CCW Digital Market Study

This may be the era of customer centricity, but it is also one of disappointing customer experiences. Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations –...

CCW Digital Special Reports

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...

CCW Digital Special Report - Chatbot2

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 Customer2

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 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 include:What customers really want – and...

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...

CCW Digital Special Report - Retail CX2

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 brand identity, attract customers and differentiate from competitors.While...

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 necessary approach – and/or not taking the...

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 revenue for the business....

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...

Special Report: Remote Agents

Engaged and empowered agents can be the gateway to an exceptional customer experience. They foster legitimate connections with customers. Take a look at this special report to learn more about remote agents and remote workforce strategies. 

CCW Digital Special Report: 6 Ways the Agent Experience Impacts the Customer Experience

“Happy agents yield happy customers” is an accurate, important mantra for customer contact leaders. It is also a dramatically insufficient one.Check out this Special Report to learn more about how employee satisfaction brings customer satisfaction.   

CCW Digital Special Report - Live Chat

This special report begins by guiding you through the process of designing a great live chat experience and tackles key live chat metrics, before revealing how to make live chat as valuable as possible for both agents and customers.