CCW ONLINE 2018: 

The Future of the Contact Center 2019

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The customer contact landscape changed greatly in 2018. Many organizations took tremendous strides toward improving technology, elevating agent experiences and creating amazing journeys for customers. Celebrate those successes - you've earned it! Do not, however, forget that the train of customer contact evolution stops for no one. New technologies, regulatory challenges, competitive threats and workforce expectations are here. 

Our complimentary online event, CCW Online: The Future of the Contact Center in 2019 set for December 4-5, 2018, will guide you through this transformation. You'll learn what matters to customers, agents, businesses and what can be done to satisfy all needs.

CCW Online Resource Center

Copyright 2018 CCW Digital - The World's Largest Community for Customer Contact Professionals

Event Partners

The Future of the Contact Center in 2019

As a part of the CCW Online experience, we would like to provide you with relevant guides, case studies and interviews.

Dec. 4 - 5, 2018

12pm - 3pm ET

Interested in Sponsoring This Event?

When you partner with CCW Digital, your get the opportunity to expose your brand to over 
150,000 customer contact professionals globally.

Become a Sponsor
Frequently Asked Questions

How will I access the sessions?

You will attend the sessions, meet our partners and gain access to valuable resources in our online conference center.

Do I need to download or install any software to be able to attend this event?

No. You do not need to download or install any software to participate in our conference. You only need to have access to the Internet.

Will the sessions be recorded?

Yes. the sessions will be recorded and available for free for a limited time.

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"Attending CCW Means Putting Customers First"

Join us at CCW Nashville!

Featured Keynote Speaker Jen Lim from Delivering Happiness

The #1 Event for Customer Contact Professionals

January 15-18, 2019 | JW Marriott, Nashville, TN

Speakers & Agenda

Headlined by leading VP-level customer contact executives, CCW Online features a combination of keynotes, interactive roundtables, fireside chats and demos. All sessions are backed by research and case studies.

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Meet the agents and customers of tomorrow: Agent profiles continue to change, and customer demands continue to evolve. We’ll explore those changes, and how to build a customer experience function that satisfies all stakeholders.

Technology that will stick: You’ve been bombarded with hype about chatbots, workforce optimization, omnichannel CRM tools, and predictive analytics. We’ll let you know which are fads and which should become part of your contact center framework.

Opportunities you missed: Few companies hit all their CX goals in 2018 – but they could have! We’ll reveal some of the initiatives, best practices and strategies you should have implemented in 2018, and absolutely need to implement in 2019.

Brian Cantor
Principal Analyst & Director
CCW Digital

Chris Wardle
Head of Global Support
Thumbtack

Matt Dixon
Chief Product & Research Officer
Tethr

Brad Nichols
Global Customer Service Leader
Dun & Bradstreet

Nicole Anderson
Sr. Manager, Guest Assistance
Hilton

Ted Hunting
Sr. Vice President, Marketing
BrightPattern

Sedarius Perrotta
Chief Product Evangelist

Shelf.io

Dion Hinchcliffe
Chief Experience Officer
AppFusions

AGENDA
Day 1 - Tuesday, December 4th
12:00PM-12:30PM ET
View Session
Contact Center Metrics For 2019 And Beyond
Speaker: Chris Wardle, Thumbtack
12:30PM-1:30PM ET
View Session
Executive Roundtable Part 1: CX Initiatives To Embrace (And Ditch) in 2019
Speakers: Devang Sachdev, Twilio &  Todd Marthaler, Appian
1:30PM-2:00PM ET
View Session
23 Quick Tips to Elevate Your Customer Contact Function
Speaker: Brian Cantor, CCW Digital
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Day 2 - Wednesday, December 5th
12:00PM-12:30PM ET
View Session
Reducing Agent Effort: The Key To A Great Customer Experience
Speaker: Brad Nichols, Dun & Bradstreet
12:30PM-1:00PM ET
View Session
Framework For The Future: Staying Ahead of the Contact Center Curve
Speaker: Ted Hunting, BrightPattern
2:00PM-2:30PM ET
View Session
New Standards For Customer Engagement
Speaker: Kristy Thomas, Vonage
2:30PM-3:00PM ET
View Session
Grading AI Ahead of 2019
Speaker: Sedarius Perrotta, Shelf.io

Brad Snedeker
Director of Innovation
Calabrio

Speaker: Dion Hinchcliffe, AppFusions
Why Multicloud Integrated Digital Experiences is Core to CX and Call Centers to Drive Improvements and Growth
3:00PM-3:30PM ET
View Session

Karen Inbar
Marketing Director

NICE

Todd Marthaler
Contact Center Industry Practice Lead
Appian

Devang Sachdev
Director, Product Marketing

Twilio

Speaker: Matt Dixon, Tethr
Using AI to Bring The Voice of the Customer to the Center of the Enterprise
View Session
2:00PM-2:30PM ET
Speakers: Patrick Russell, Talkdesk & Brad Snedeker, Calabrio
Executive Roundtable Part 2
View Session
1:00PM-2:00PM ET
Speaker: Karen Inbar, NICE
Case Study: The First Employee Virtual Attendant
View Session
2:30PM-3:00PM ET

Patrick Russell
Principal, Product Innovation Marketing
Talkdesk

Kristy Thomas
SVP, Cloud Contact Center Solutions
Vonage