\"
October 16 – 19, 2017
Horseshoe Bay Resort, Horseshoe Bay, TX

Media Center

CCW Fall Event Brochure

We’re 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.
Expert speakers leading the program include:
  • Jennifer Hyman, Chief Executive Officer and Co-Founder, Rent the Runway
  • Mike Gathright, SVP, Hilton Reservations and Customer Care, Hilton Worldwide
  • Jason Mathias, Chief Operating Officer, Homesnap
  • John Pompei, Head of Player Experience Operations, Electronic Arts
  • Gregory Knight, SVP & Chief Customer Officer, CenterPoint Energy
  • Tim Galarza, Global WFM and Head of Partnerships, Lyft
  • Dr. Sydney Savion, Chief of Education Strategy, Dell EMC Education Services
  • Ben London, Global Lead of Customer Experience, Moneygram International
  • Jeff Allison, SVP, Global Merchant Support, Visa
  • Jeanne Bliss, President, CustomerBliss
  • Heather Figallo, Senior Director of Product Innovation & Mgmt, Southwest Airlines

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 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

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!

CCW Fall Expected Attendee Snapshot

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

Exclusive Content

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.

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!  

Expert Interviews

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, Lyft & 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, Lyft 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


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

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

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

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

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

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

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

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

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