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The 100 Customer Contact Executives of the CCW Executive Exchange!

The 100 Customer Contact Executives of the CCW Executive Exchange!

The CCW Executive Exchange is attended by Senior Level Customer Contact Executives from the most customer-obsessed brands. 

Every iteration is compiled with the most innovative and exciting content with some of the biggest names in customer experience. Our attendees take this time to network, benchmark and discuss best practices. 

Always a special thanks to our solution providers that are chosen specifically to assist with individual delegate needs.

The Exchange format changes the way executives to business. This content is a snapshot of whose 2020 contact center is already being designed and constructed to change the way their customers interact with their brand. 


If you want to request an invitation to come, email enquiry@iqpc.com


View Event Guide: 2018 CCW Executive Exchange August

View Event Guide: 2018 CCW Executive Exchange August

At the CCW Executive Exchange, we only invite and accept leaders at the highest level to keep discussions at a think tank level and exclusive. The Exchange provides an intimate environment for you to connect with your peers, effectively identify and find technology needs.

See below qualification criteria:

  • My company is Fortune 1000 or a disrupter in our industry
  • I control where the contact center budget is allocated
  • I sit in the C-suite or report directly to the C-Suite
  • I have an active requirement for business solutions within the next 6-24 months

Download the agenda to see this year's speaker faculty and 5 top challenges we've identified for today's contact center leaders. To receive a copy via email, contact us.

CCW Digital Special Report - Workforce Management

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, 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
Being a Solution Provider at the CCW Executive Exchange

Being a Solution Provider at the CCW Executive Exchange

Are you Interested in being a Solution Provider at the CCW Executive Exchange this August?

If you are unfamiliar with the Exchange format, it invites 50 EVP's / Heads of Contact Centers to come together for 3 days to benchmark and meet with providers who are able to assist with their active projects.

Just as our delegates are qualified, so are our solution providers. If you're interested in learning about what kind of experience the Exchanges bring, download the agenda. If you're interested in learning about what projects we are currently sourcing solutions for, email spex@iqpc.com.

Hope to see you in Chicago!

3 Reasons Executives Must Be Listening

3 Reasons Executives Must Be Listening

Calling All Executives: Here is a question for you - What does your Contact Center look like in 2025? Does it include employee engagement and workforce transformations? What about Automation? If your blueprint doesn't have these key factors, falling behind the curve is going to be inevitable for your contact center. In this report, read about why these 3 topics are crucial for your organization.

CCW Digital Special Report - Omnichannel

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 necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.” Topics include:

  •  Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool

CCW Digital Special Report - Outsourcing

CCW Digital Special Report - Outsourcing

Should outsourcing have a role in the era of customer centricity?

Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer experience is one business function in which corners cannot be cut.

Others would vehemently dispute that premise. They would argue that outsourcing, when leveraged correctly, can actually be the ticket to a better customer experience.

This report explores that more valuable vision of outsourcing. It reveals the extent to which outsourcing can – and should – fit into a customer-centric contact center. 
Topics include:

  • The mistake organizations make when building their outsourcing strategies
  • 6 trends transforming the customer contact function
  • 6 ways outsourcing can actually increase customer centricity
  • 5 ways to elevate partnerships with contact center vendors
  • Key questions to ask when considering outsourcing
Top 5 Content Center Trends

Top 5 Content Center Trends

These Top 5 Contact Center Trends aren't yesterday's news. They are tomorrow's curiosities and next year's questions that our analyst has uncovered now. Leveraging our CCW Digital community of 140,000+ CX professionals, our principal analyst, Brian Cantor crunched the numbers to show where contact center technology is going and what trends executives should be taken seriously.

Dan Trudan, SVP Customer Service, Allstate

Dan Trudan, SVP Customer Service, Allstate

Download the presentation, Dan Trudan, Senior Vice President of Customer Service from Allstate delivered at the April Exchange.

Crystal Collier, Head of Strategy, Programs & Insights

Crystal Collier, Head of Strategy, Programs & Insights

Download the presentation Crystal Collier, Head of Strategy, Programs & Insights delivered at the April Exchange

Kai Kuo, Senior Vice President, Strategy & Global Transformation, Global Customer Solutions

Kai Kuo, Senior Vice President, Strategy & Global Transformation, Global Customer Solutions

Download the presentation Kai Kuo, Senior Vice President, Strategy & Global Transformation, Global Customer Service, delivered at the April Exchange

Kevin Scanlon, Chief Customer Office, Senior Director Dell

Kevin Scanlon, Chief Customer Office, Senior Director Dell

Download the presentation, Kevin Scanlon, Chief Customer Officer, Senior Director Dell, delivered at the CCW Executive Exchange this April 

CCW Executive Exchange Confirmed Guest List

CCW Executive Exchange Confirmed Guest List

Here is the Guest List you have been waiting for! 

There is no other event that offers the exclusivity of the CCW Executive Exchange. We hand-select our attendees to create an intimate networking experience. By the end of your time at the Exchange, feel confident that you will know everyone onsite. Take a look at the attendees who are confirmed and if you need an agenda, let us know!

If you have been sent an invitation please RSVP by 3/1/2018. If you would like to request an invitation, let our team know. enquiry@iqpc.com

Confirmed Attendee List

Confirmed Attendee List

The CCW Executive Exchange is the only event that facilitates 1:1 consultative business meetings with C-Suite executives from customer obsessed brands and best-in-breed solution providers. Working with a team of analysts, our delegation discusses active projects and areas of interest to ensure mutual and beneficial sit-downs.

Download the Confirmed Guest List to see the kind of people that you can meet as a solution provider.

For more information regarding inventory, speaking opportunities, or active projects, email Spex@iqpc.com

The CCW Executive Exchange April 2018 Post Show Report

The CCW Executive Exchange April 2018 Post Show Report

Enjoy this copy of the Post Show Report from the CCW Executive Exchange April 2018 where you will have exclusive access to top sessions, full presentations and a glimpse of the kind of experience that happens at the exchanges.

For a copy via email, contact: enquiry@iqpc.com

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

Buying Solutions for Your Contact Center: The Good News, Bad News, and the Bridge to Connect Them

The conventional solution process actually creates problems for contact center executives.  It may generate excitement over particular innovations, but it may not confirm about fitness for specific applications. It may not provide an actionable, valid blueprint for actually making the most of the new technology.

Ultimately, it may not inspire contact center executives to take action. And that is a problem: for as much as they cannot afford to be wrong about the solutions they buy, contact center leaders definitely cannot afford to sit on their hands. The needs are too great and the stakes are too high for indecision to govern the function.

In this report:

  • 4 top priorities for contact center executives
  • 4 problems with solution providers
  • a new way to do business
Your not a "Sponsor" You're a Solution Provider

Your not a "Sponsor" You're a Solution Provider

As an overall mission, the CCW team works to sift through this noise.  Analysts regularly evaluate the marketplace to identify solution providers that can drive customer centricity rather than sell products really well.  CCW analyzes legitimate vendors on their capabilities, awareness of real marketplace issues, and ability to establish productive, trustworthy partnerships.

Through its 1-on-1 meetings, the Exchange answers that call. These productive conversations bring executive-level vendor leadership face-to-face with executive-level buyers.  In doing so, they empower buyers to determine whether they trust the company behind the solution. Is this company simply selling us great technology? Or is it going to guide us to a more customer-centric operation?

When a contact center executive can answer those questions in the affirmative, it knows it has found a solution that lives up to the fundamental promise: solving problems.


Special Report: 2018 Predictions

Special Report: 2018 Predictions

Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.

As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important?

And what new trends, ideas and “best practices” will emerge?

To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.

To receive a copy of this report via email, email enquiry@iqpc.com

CCW Digital Special Report - Customer Journey Mapping

CCW Digital Special Report - Customer Journey Mapping

In today's era of the customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating "pain points" for your customers

This special report on Customer Journeys will help you avoid those pitfalls.

Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalization, engaging experiences across all channels. Topic Includes: 

  • 3 ways to increase customer centricity with journey maps
  • 6 ways to drive business results with your journey maps 
  • 5 challenges to journey mapping (and improving) customer journeys
  • 5 steps for meaningfully elevating the customer experience       
CCW Digital Special Report - Brand Reputation

CCW Digital Special Report - Brand Reputation

Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’s reputation. How the digital revolution is impacting reputation management

How can you ensure that impact is positive? How can you ensure customers view you as a brand customers trust, love and enthusiastically endorse? CCW Digital’s Special Report on Brand Reputation has the answers.

Topics include:

  • 6 steps to identifying brand reputation threats
  • 5 ways to fix the CX issues that damage brand credibility
  • The role of customer loyalty strategies
  • 5 tips for connecting with “at-risk” customers
  • How to increase brand advocacy
  • How to market your customer centricity
CCW Digital Special Report - Customer Intent

CCW Digital Special Report - Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.

There's a simple key to delivering this superior experience: understanding customer intent.

Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what.

This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement. Topics include:

  • 5 questions that reveal customer intent
  • 7 ways to use intent to radically improve the customer experience
  • How to overcome key challenges
  • 7 best practices for getting started with intent-driven engagement
  • Examples of intent-driven engagement in travel, telecom, finance and retail
CCW Digital Special Report - Intelligent Customer Contact Workforce

CCW Digital Special Report - Intelligent Customer Contact Workforce

Your agents may be smart. They may have a thorough grasp of your products, scripts, and policies.

But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?

This report explores that more important form of contact center intelligence. It reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically outperform your competitors.

Topics include:

  • 4 reasons why “intelligent agents” are the key to a successful contact center
  • Five threats to agent intelligence – and a successful customer experience
  • 4-step blueprint for cultivating intelligence within your contact center
  • Assessment quiz to determine whether your agents are intelligent
CCW Digital Special Report - Self-Service

CCW Digital Special Report - Self-Service

We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.

Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the eyes of many thought leaders, represents an impactful way to elevate the customer experience.

What changed? More importantly, what must you change about your self-service strategy to ensure it wins over your customers?

This special report has the answers. Topics include:

  • Urgent self-service trends you need to know nowUrgent self-service trends you need to know now
  • The biggest self-service myths, misconceptions and mistakes
  • Six ways to meaningfully elevate your self-service offerings
  • How the demand for “personalization” is affecting self-service