The Customer Experience

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Customer centricity is a mindset - not a blueprint. The blueprint for the customer experience is driven by the specific demands of your customers. What do they want? And how can you most efficiently deliver what they want?

These questions define our complimentary online event CCW Online: The Customer Experience set for 
September 25-26, 2018.

CCW Online Resource Center

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

Event Partners

The Blueprint for the Customer Experience

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

Sep. 25 - 26, 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.

Get More ResourcesRegister for Free

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"Attending CCW Means Putting Customers First"

Join us at CCW Austin!

Featured Keynote Speaker Daymond John from ABC's Shark Tank

The World's Largest Customer Contact Event

October 9-12, 2018 | The Renaissance, Austin, TX


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.

FAQ'sRegister for Free
Become a Sponsor

Do you really know what your customers want? We'll dive deep into our annual consumer preferences survey.

We'll dive into metrics that matter to your customers, understand why omnichannel isn't enough, and how personalization is easier than you think.

Don't just map the customer journeys - orchestrate them. Join our roundtable discussion on The Customer Centric Approach to Technology.

Small businesses make a BIG impact with customer centricity. Let us show you the real way to build connections with your customers.

Brian Cantor
Principal Analyst & Director
CCW Digital

Melinda Keith
Senior Director, Customer Support
Hunter Douglas

Ted Hunting
Senior Vice President, Marketing

Bright Pattern

Cliff LaCoursierie
Vice President

Brian Johnson
Team Management Leader

Brian LaRoche
Director, Outreach Marketing

Jeremy Scholl
Director of Sales
DISH Network

Sam Wilkerson
Quality Assurance Manager
Benefit Communication Insourcing

Abby Monaco
Senior Product Marketing Manager

Day 1 - Tuesday, September 25th
12:00PM-12:30PM ET
View Session
Maximizing Moments of Truth
Speaker: Melinda Keith, Hunter Douglas
12:30PM-1:00PM ET
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Training & Managing the Customer-Centric Way
Speaker: Brian Johnson, Hotwire
Speaker: Doug Zimmerman, Calabrio & David Francis, InGenius
Roundtable: Technology That Drives Customer Centricity
1:00PM-2:00PM ET
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2:00PM-2:30PM ET
View Session
Increase FCR, CSAT & ROI With Interaction Analysis
Speaker: Brian LaRoche, CallMiner
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Day 2 - Wednesday, September 26th
12:00PM-12:30PM ET
View Session
Customer Centricity Tips From The World's Best Contact Center
Speaker: Laurie Simpter, Pier 1
12:30PM-1:30PM ET
View Session
Using Analytics to Build Relationships, Create Competitive Advantages
Speakers: Cliff LaCoursierie, CallFinder & Sam Wilkerson, Benefit Communication Insourcing
1:30PM-2:00PM ET
View Session
Delivering Smooth Customer Experiences
Speakers: Abby Monaco, NICE
Customer Centricity by the Numbers
Speakers: Jeremy Scholl, DISH
2:00PM-2:30PM ET
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2:30PM-3:00PM ET
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Keys for Frictionless, Personalized Omnichannel Engagement
Speakers: Ted Hunting, Bright Pattern
2:30PM-3:00PM ET
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Orchestrating The Customer Experience Journey
Speaker: Randy Carter, Genesys
Speaker: Colter Hammer, Vonage
Building Better Customer Engagement, One Interaction at a Time
3:00PM-3:30PM ET
View Session

Randy Carter
Product Marketing Architect

David Francis
Director of Sales


Laurie Simpter
Senior Manager, Customer Relations
Pier 1

Doug Zimmerman
Contact Center Speech Analyst

Colter Hammer
Strategic Director of Contact 
Center Practice