PingPlotter’s Quick Guide to Customer Contact Week

Every year, Customer Contact Week brings together thousands of attendees and vendors focused on one goal: explore the tools, technology, and techniques that drive better customer experience.

This year’s show is expected to attract more than 5,000 attendees and features 165 sessions. With that much going on, the experience can be overwhelming. That’s why we put together this quick guide to help you get the most out of CCW.

Keynotes

CCW’s keynotes are always top notch. Here are a couple of featured speakers you shouldn’t miss:

Jon Taffer

Wednesday, June 5, 8:00 a.m.

Jon Taffer, celebrated as an entertainment and hospitality mogul, leverages over four decades of industry experience to transform businesses. As the dynamic force behind the hit series Bar Rescue on Paramount Network, Taffer rescues failing bars, applying his trademark "Reaction Management" strategy. A visionary in both theory and practice, Taffer's methodologies not only redefine businesses but also offer a roadmap for future industry standards.

Martha Stewart Unfiltered: Mastering the Art of Authentic Customer Connections

Thursday, June 6, 3:00 p.m.

Join Martha Stewart and ABC News Chief Business Correspondent Rebecca Jarvis for an extraordinary conversation, offering a unique glimpse into Martha's approach to building strong customer relationships. Rooted in her vast experience in lifestyle branding and customer loyalty, this session promises valuable insights into cultivating authentic, enduring relationships.

Recommended sessions

With a slew of informative sessions, CCW offers a solid selection of breakouts aimed at contact centers who are looking to leverage technology and innovation to boost efficiency and improve customer experience (CX). Here are a handful of must-attend sessions to work into your schedule:

How to Build Tomorrow’s Contact Center Today: Five Tech-driven Steps to Success

Tuesday, June 4, 11:00 a.m.

In this session, embark on a journey to revolutionize your contact center operations and delve into innovative strategies and cutting-edge technologies that will shape the future of customer service. Improve your digital roadmap with practical approaches to enhance efficiency, leverage automation, and harness data analytics for personalized customer experiences.

Why Customer Trust Matters in the Digital Age

Tuesday, June 4, 3:30 p.m.

Customer trust is paramount in the digital age. To remain competitive in today’s CX landscape, brands must work to not just meet expectations but build trust with their customer base. Join this session to learn more about the implications of customer trust in today’s digital environment, practical insight for securing trust and building positive brand perception, and strategies for leveraging technology to facilitate consistently positive, brand-building customer experiences.

Beyond the Hype: Eight Real Tactics for Automating CX

Wednesday, June 5, 11:00 a.m.

In today's business landscape, achieving the delicate balance between automation and human interaction is crucial for contact centers. Explore practical strategies to enhance efficiency and foster connections with customers. Learn where to implement AI effectively based on real-world success stories, and gain insights to streamline processes, maximize ROI, and elevate your contact center operations.

Data-Driven Approach to Redefining Customer and Agent Experiences

Wednesday, June 5, 12:00 p.m.

Personalized, customer-centric service defines exceptional experiences. In this session, learn how Sentry Insurance adopted a data-driven approach with Amazon Connect to transform its contact center operations, driving measurable insights in customer satisfaction and agent productivity.

Digital Transformation: Empowering Customer Experience

Wednesday, June 5, 12:00 P.M.

In today’s rapidly evolving landscape, businesses are constantly seeking ways to enhance customer experience through digital enablement. This panel brings together experts to explore the tools and strategies essential for unlocking digital performance in customer experience.

How to Make Smarter CX Tech Decisions

Wednesday, June 5, 2:45 p.m.

Discover how the right—or wrong—tech choices can significantly impact your customer experience. This panel of industry leaders will explore the challenges of selecting and integrating technologies within tight budgets, and share insights on crafting a digital strategy that not only meets but exceeds the expectations of your customers, your team, and your organization.

Elevate CX Excellence: Empowering Agents Through Quality Coaching & Development

Thursday, June 6, 11:00 a.m.

The success of any customer-centric team hinges upon the seamless integration of both customer and employee experience. However, challenges around resource, budget, and process constraints continually prove to be a barrier to CX success. This interactive session will delve into the success story of a small CX team that revolutionized customer support within their organization.

Avoid Contact Center Strategy Pitfalls: Insider Insights for Future-Proofing Your Operations

Thursday, June 6, 12:00 p.m.

In the contact center, mistakes can be costly, especially when they impact overall performance and reputation. In this session, learn how to avoid common mistakes and future-proof your contact center. Attendees will gain insight into strategies for improving contact center operations, avoiding common pitfalls, and future-proofing their organizations.

What Everyone Ought to Know About the Latest Digital Transformation Trends Affecting the Contact Center

Thursday, June 6, 12:00 p.m.

Discover the latest digital transformation trends reshaping contact centers and prepare to lead the charge in your organization. This panel of industry leaders will provide insights to keep you at the forefront of the digital shift, boosting your competitive edge.

Elevate the Agent Experience: Navigating Digital Tools for Knowledge & Workforce Management

Thursday, June 6, 1:45 p.m.

Happy agents translate to happy customers. However, as organizations increasingly rely on digital tools, it's imperative to recognize that an agent's success isn't solely dependent on traditional KPIs, productivity strategies, or team-building activities. This panel discussion will dive into the world of digital tools, knowledge management, and workforce management, emphasizing actionable takeaways and best practices.

Visit us at CCW!

Drop by booth #806 to find out how PingPlotter can help your contact center drive efficiency. While you’re there, book a demo for a chance to win a Lego set. We’re looking forward to seeing you in Las Vegas!