October 9-12, 2018
Austin, TX

Media Center

CCW Fall On-Site Agenda

Ahead of the CCW Fall Conference next week, download the complete on-site agenda for all the details on session times and locations! 
If you would like a copy of the on-site agenda to be sent to you, contact us and if you would like a copy of the event brochure to be sent to you, contact us here. 

Fast Track Your Attendance

2017 CCW Fall Registration Form

Skip the hassle and sign yourself up to CCW Fall. We look forward to meeting with you in Austin! If you'd like a copy sent to your inbox, email enquiry@iqpc.com

CCW University Brochure

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here!

Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs. The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. A five-module webinar series in September, combined with a live training seminar led by industry experts at CCW Fall, October 16-19, will help you and your team members gain the competencies you require to take your next career step.

CCW University: Flyer

Are you ready to advance your career? Do you want to drive your employees towards career advancement? Your path to becoming the leader your contact center operation needs starts here! Brought to you by CCW University, the Future Leaders Certification Program is laying the groundwork for the future growth and success of HIPOs (high-potential managers) who aspire to become Directors, VPs & Chiefs.

The Future Leaders Certification Program is formatted to sharpen the skills and equip you with the tools you need for career growth and performance excellence. The five-module webinar series starts in September, followed by a live training seminar led by industry experts at CCW Fall, October 17-18, will help you and your team members gain the competencies you require to take your next career step.

CCW Fall Sneak Peek

We are in a connected world – business connections, mobile connections and personal connections. How YOU connect means everything. CCW Fall will focus on HOW to transform CX in a new era of digital engagement. The roadmap for innovation includes: cultural innovation, employee engagement innovation, learning innovation – and of course technology innovation. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Quick View: Event Agenda

For a quick view of all the sessions and tracks at the conference, download the agenda now! 

CCW Fall Current Attendee Snapshot

Interested to see who will be joining you at CCW? Meet representatives from Fortune 500 and Global 1,000 companies this October.Take a look at our current attendee list. (Last updated 8/4/17)

Email enquiry@iqpc.com if you'd like a copy sent directly to you.

*Last updated: 10/11/2017

CCW Fall ROI Toolkit

Thinking about attending CCW Fall? We are here to help you convince your colleague or manager to attend. Take a look at the top reason why you should attend. This ROI Toolkit includes:

  • Convince your boss letter
  • Top reasons to attend
  • Estimated Budget Expense Sheet
  • Register Form
  • and more!

Speakers by Industry

We have your industry covered! Check out our expert speakers broken down by industry. At CCW Fall, you’ll get perspectives from the experts who understand your challenges and roadblocks most.

CCW Fall Expected Attendee Snapshot

Interested in attending CCW Fall? Take a look at who is expected to attend!

We’re bringing together 350+ executives in the customer care and customer experience industry at CCW Fall, October 16-19 in Austin. Take a look at our Expected Attendee List to see the executives who have already attended other CCW series events.

Attendees include Chief Customer Officer, Director of Call Center Operations, and Director of Customer Care and companies including Marriott International, Progressive Insurance and J.P Morgan Chase. 

Exclusive Content

Workshop Feature: Artificial Intelligence at CCW Fall

There’s a lot of buzz in the customer experience space around automation – including Artificial Intelligence (A.I.) and Bots. Discover how to balance automation with humans in the customer experience ecosystem during the machine learning and artificial intelligence workshop at CCW Fall, taking place on Monday, October 16, 2017! Jim Iyoob will be joined by Omar Recendiz from TechStyle Fashion Group. Their membership driven brands include: Fabletics (co-founded by Kate Hudson), JustFab, ShoeDazzle and FabKids. This exclusive content piece also features a video of Jim Iyoob speaking about his excitement for CCW Fall. 

Chatbots Master Class Panel

Bots are becoming a "need to have" in the industry, as more companies believe bots will help eliminate customer wait time, improve agent performance, reduce time on transactional matters and so much more. At CCW this past June, we had a Chatbots Master Class where the speakers shared with us their insights on Chatbots. In this video is part of a Q&A session of the speaker panel after the class. At the end, take a look about what two attendees had to say about the class. 

Want to learn more about Chatbots? 

Take a look at the whitepaper we released that includes insights from Adobe Systems, Bristol-Myers Squibb, Pitney Bowes, Fishbat Media and others on the future of bots and their impact on the industry.

View it here!

Pandora Media: End Results of Artificial Intelligence - Customer Delight

Andrea Lopus Cardozo, Head of Consumer Insights, Brand and Product Marketing discusses Pandora's Music Genome Project, the intersection of Artificial Intelligence and "real" intelligence, and the end result of customer delight.

TD Bank: Authenticate Over Digital Channels - Provide a Seamless & Secure CX

Erin Ackles, Associate Vice President, Phone Channel, TD Bank Group discusses TD Bank's digital story, how they get there and how they engage with customers. This includes their launches of SMS, Chat, Facebook Messenger, and platform optimization. Finally she dives into the top 3 things to consider when launching a social media strategy.

Citizens Bank: You're Worth It - Invest in Yourself in Order to Invest in Others

Cheryl China, SVP, Head of Contact Center Specialized Teams, Citizens Bank discusses the top 3 points for investing in yourself including be authentic, be present and practice generosity.

MONI Smart Security: Measurement and Action Needed to Drive Transformation

Jay Autrey, Chief Customer Office, MONI Smart Security, take a look into the metrics and actions that helped transform an underperforming call center into one of the key drivers of MONI Smart Security's evolution as an industry leader for customer satisfaction.

Interview with Docia Myer

We caught up with Docia Myer at CCW in Vegas this past June! Docia Myer, Vice President at CPI Card Group, is a leading customer experience innovator and a CCW Advisory Board member. She will be joining us at CCW Fall for several pertinent presentations around CX in financial services. Take a look what she had to say. 

In a seperate interview, Docia Myer talks with the CCW team on her take on the latest transformations in customer contact and the nuances of customer experience in payments.  

Read the interview here!

Interview with Kim Warrick

Kimberly Warrick, the Director of Client Services at NJ Shares, has attended 12 CCW events. In this exclusive interview, she talks about why she keeps coming back and how CCW has changed over the years. 

CCW Vegas: Post Show Report

CCW Vegas was our best event yet! Check out the most unforgettable moments from the week in the Post Show Report. Included in the report is words of wisdom from our top speakers, list of attending companies, industry trends discovered and lessons learned at the event, and so much more. Check out the CCW Vegas Post Show Report, then join us in October for CCW Fall! E-mail enquiry@iqpc.com for more information.

Gamification at CCW

Elijah Cox, the CTO and Owner of Snowfly Performance Incentives talks about the topic of Gamification at CCW in Vegas this past June. 

IDG 1 Pager

Attendees will be sorted into groups of 20 to take part in Interactive Discussions Groups (IDGs) around today’s hot topics. Each IDG includes both end-user and thought leader perspectives. You will get the opportunity to select and pre-register for three topics and will rotate between your choices every 30 minutes. Discussion groups are kept small so all attendees get the opportunity to ask their most pressing questions ensuring a perfectly tailored experience.Take a look at the different IDG sessions that we will have!  

Special Feature: Troy Mills Profile

Launching as part of CCW Fall, CCW University’s Future Leaders Certification Program is laying the groundwork for the future growth and success of high-potential managers who represent the next generation of contact center leadership. Serving as Chief Academic Officer of CCW University, Troy Mills joins us to share a little more about the importance of investing in high-potential managers as well as the value of CCW University.

Site Tours Overview

Don’t miss our full day back-to-back site tour experiences on Thursday, October 19th! This is your chance to spend the last day of the conference with your fellow CCW attendees in an immersive experience. The bus will depart Horseshoe Bay Resort, head to Electronic Arts, then to Visa and lastly to LegalZoom. Find out what makes each site unique, what you’ll experience at these sites and learn a little bit more about your site tour leaders. Download your copy today!

Top Quotes From CCW Vegas

Take a look at the Top 10 quotes that were spoken at CCW in Las Vegas! We have direct quotes from Tom Weiland, VP Worldwide Customer Service at Amazon; Erica Javellana, Speaker of the House at Zappos; Peter Guber, Chairman and CEO at Mandalay Entertainment Group and more. Get inspired by their words of wisdom!

Expert Interviews

Q&A with C-Suite Executives

Read the Exclusive Q & A with 5 C-Suite Executives from CenterPoint Energy, FIS Global Retail Payments, NOLA 311, DirectBuy, and Crisis Response Network. Discover what innovative ideas they are working on and walk away with insight required to improve your current operation. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Transformation in Customer Contact

Financial Services is one of the leading industries focused on customer experience today. Docia Myer talks with the CCW team on her take on the latest transformations in customer contact and the nuances of customer experience in payments. Docia Myer, Vice President at CPI Card Group, is a leading customer experience innovator and a CCW Advisory Board member. She will be joining us at CCW Fall for several pertinent presentations around CX in financial services. 

LegalZoom's Michelle Lopez: Empower Agents To Connect With Customers

Everyone knows the importance of the customer experience.  The leaders featured in the CCW Digital Executive Interview Series have taken the action – and reaped the rewards.  Get an inside look at how they did it, including the technology they used, strategies they employed and even the mistakes they made on their journeys to customer experience excellence.

Today's Guest: Michelle Lopez, LegalZoom
When it comes to empathizing, establishing trust and building customer relationships, your employees represent your greatest asset.  Michelle Lopez discusses strategies for empowering agents to meaningfully connect with customers.

Lopez, the Director of Corporate Learning for LegalZoom, will be leading a site tour at CCW Fall this October.

Citi's Michelle Brigman: Don't Just Hear Your Customers - Listen

Everyone knows the importance of the customer experience.  The leaders featured in the CCW Digital Executive Interview Series have taken the action – and reaped the rewards.  Get an inside look at how they did it, including the technology they used, strategies they employed and even the mistakes they made on their journeys to customer experience excellence.

Today's Guest: Michelle Brigman, Citi
In today’s age of customer centricity, you cannot simply hear your customers.  You need to listen.  Michelle Brigman, director of customer listening and engagement, reveals how customer listening has helped Citi elevate its experience.

Industry Insights from Rent the Runway & Winc Wines

Industry disruptors are changing the way business is done, and changing the way customers buy and experience products and services. The disruptors of today are relentless, moving their way up the market, offering a product that's new, efficient and worthwhile. We spoke with Rent the Runway and Winc Wines to find out how they've created a business model to revolutionize an industry and change the customers' experience. View the complimentary interviews for more insights!

Sponsorship Information

CCW Fall Sponsorship Prospectus

Interested in becoming an event partner for CCW Fall? Take a look at the Sponsorship Prospectus to get a better picture of the people attending and the prospects you could meet. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

New Companies at CCW Fall

Think you met everyone at CCW this past June? 68% of our current attendees are executives that you haven't met before! Some of our notable new attendees are from Starbucks, Airbnb, and The Home Depot. Get the full list now to see who you can meet! 


White Papers

CCW Executive Report - Part 1: CX Game Changers

Based on exclusive, in-depth market research, this report investigates how organizations are addressing – and should be addressing – some of the most imminent, transformative developments in the customer experience space. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Chatbots - A New Reality or Just Hype?

CCW in Las Vegas kicked off with a multi-speaker master class entitled: “Chatbots - A New Reality or Just Hype.” Our first inaugural Chatbots master class was a smash hit filled with takeaways including:

  • Embrace a digital friendly future
  • Don’t use technology for technology’s sake. Make sure it solves a problem.
  • Employ AI to take humans to the next level
  • Use data compulsively to improve CX through personalization
  • It’s important to solve real business problems not simply create a chatbot strategy
  • Determine your end goal and then create a strategy to get there

Learn more about what each speaker had to say about chatbots with this exclusive whitepaper!

CCW Executive Report Part 2: Performance & Agents

This research-driven report explores how organizations are – and should be – achieving results in this era of customer-centric thinking and omnichannel engagement.

Key Topics Include:

  • What are the top objectives for today’s contact centers?
  • Which performance metrics are hot?  Which are not?  Which matter?  Which do not?
  • Does cost still matter in the era of customer centricity?
  • How will organizations improve agent productivity?  How will they measure their success?
  • How will the rise of artificial intelligence impact the customer experience workforce?
  • What are the top customer relationship, omnichannel engagement and workforce investment areas for the next 2 years?

If you'd like a copy sent to your inbox, email enquiry@iqpc.com

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 talent
  • 4 ways to create the “happy agents” that yield “happy customers”
  • Use employee engagement to improve contact center productivity
  • Why employee engagement is the key to understanding customers
  • How to reduce agent attrition in your customer experience team

Executive Report on Contact Center Technology

Contact center technology represents a high - priority investment area, but it need not be costly for your business.  This report provides what you need to understand the marketplace, identify key challenges, benchmark against your peers and determine which solutions you should pursue. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

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 “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?
  • Which KPIs can help measure customer effort?
  • 10 keys to reducing customer effort
  • 9-step checklist for using self-service to reduce effort

Executive Report on Customer Engagement

Download the free report, get answers to the below questions, and ensure you can deliver next-generation customer engagement:

  • What are the most important factors when engaging today’s customers?
  • Which types of engagement are considered part of the “journey?”
  • Are different business departments really “aligned” when it comes to customer engagement?
  • How are businesses faring when it comes to the “omnichannel revolution?”
  • What have companies like Quicken, Vodafone, Akbank, and Mint Bills done to create next-generation engagement?

If you'd like a copy sent to your inbox, email enquiry@iqpc.com

CCW Fall Executive Report

What are customers demanding? Better interactions – throughout the journey. They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.

How are businesses meeting those demands? Which initiatives are they prioritizing? Are they increasing their budgets? Are they embracing any customer experience “trends” and “hot topics”?

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 frictionlessness, personalization, journey-mapping, mobile, social, analytics and more.

A ranking of the top customer experience priorities.

How budgets are changing for technology, training and outsourcing.

What omnichannel really means for customer management leaders.

Details on how CX teams plan to leverage artificial intelligence.

Executive Report on The Customer Experience

This report enable you to transition from talking about an ambiguous concept of the customer experience to enacting a clear, well-designed, results-driven plan for achieving actual improvement. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

CCW Digital Special Report: Customer Loyalty

True success in today’s marketplace involves building lasting, meaningful connections with customers.

It involves looking beyond “customer satisfaction” – and focusing on 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 Special Report provides the answers.  You’ll learn the following:

How to transition from a satisfaction mindset to a loyalty one

The 2 types of customer loyalty programs

3 ways to build a loyalty culture in your contact center

6 tactics for increasing customer loyalty

6 ways to use data to drive loyalty

Executive Report on the Future of the Contact Center

Transformation is the name of the game when it comes to contact center strategy. From the types of interactions it handles, to the channels in which it engages customers, to the way it measures performance, the contact center is constantly transforming. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Special Report: Future of CX Employees

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.

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 meaningfully connect with customers during more challenging conversations? This report has the answers:

Why the rise of technology is really the rise of the employee

  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing

Executive Report on Performance

This guide provides insight into real solutions - backed by expert thought leadership and real - world case studies - that can meaningfully improve contact center performance. If you'd like a copy sent to your inbox, email enquiry@iqpc.com

Chatbots Part II

Following the release of the “Chatbots Master Class at CCW” whitepaper, highlighting some of the key thought leaders and next generation perspectives on this critical new technology discussed at CCW Vegas 2017, CCW heard the need for even deeper Chatbots insights. As such, we circled back with the expert Chatbot Master Class speakers on your key topics of interest:

  • Chatbots and Customer Engagement
  • Millennial Expectations from Chatbots Experiences
  • Top Tips for Chatbot Integration into Existing Customer Contact
  • Sourcing Chatbot Solutions
  • Key Metrics in AI Technology that Matter to the C-Suite

Top 5 Technologies for Contact Centers

We spoke with 8 contact center leaders and asked them:

“What would you invest in if you had a BLANK CHECK?”

If you'd like a copy sent to your inbox, email enquiry@iqpc.com

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 customers
  • Top 5 customer demands when interacting with a business
  • 3 keys to successful proactive engagement
  • New standards for agent performance
  • Adapt to the customer’s issue and personality
  • Engagement as a data source
  • CCW Digital’s 5-Step Customer Engagement Toolkit

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. We then look at how businesses are approaching the customer experience.  Do they know what customers want?  And even if they do, are they able to actually deliver it?

Questions answered in this report include:

  • How many bad experiences will make a customer switch to a competitor?
  • Will customers really pay more for a good experience?
  • What are customers’ Top 5 demands when interacting with a business?
  • What factors prevent businesses from meeting those demands?
  • What are the most common customer complaints?
  • How well do businesses respond to customer feedback?
  • How do customers really feel about calling for customer service?

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 needs to empower the workforce to perform.

Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:

  • 7 trends affecting workforce management
  • The top 3 priorities for contact center performance
  • The top 3 challenges inhibiting contact center performance
  • 12 ways to elevate workforce management
  • How to improve contact center training
  • How culture impacts workforce management