Customer Contact Week (CCW), the leading event series committed to catering to professionals within the customer service industry, is proud to announce its final 2024 event, CCW Nashville, from October 23-25 at the Omni Nashville. This event will feature top industry leaders and innovative strategies shaping the future of customer contact. CCW is led by CCW Digital and powered by CMP Research.
CCW Nashville will explore the ongoing role of emerging technology in customer contact and how these innovative tools will influence employee experiences and workforce management. The event series continues to keep its finger on the pulse of evolving trends in CX while cultivating insights and strategies for optimal success.
This year’s spotlight is Tech at Work: the ways employees and technology in contact centers interact to create exceptional experiences for all. Attendees will discover how to explore the bounds of emerging technology through the lens of the employee experience and best practices for leveraging tech in your day-to-day operations.
Headlining the event is Peter Fader, Professor of Marketing at The University of Pennsylvania and Co-Founder of Incompass Labs. Additional notable speakers include Nick Masi from Lowe’s, Sallie Freas from Truist, Chrissy McNutt from Grubhub, and Steve Chambers from Sutter Health.
Key program themes include:
- Workforce Management & Development: Focusing on managing remote teams, retaining top talent, and implementing effective training programs.
- Generative AI & Emerging Technology: Exploring AI and automation’s role in enhancing customer interactions and agent performance.
- Leadership & Culture: Best practices for fostering a high-performance, inclusive, and empathetic work environment.
- Digital Transformation & Innovation: Strategies for successful digital transformations and optimizing omnichannel approaches.
- Operations & Efficiency: Practical solutions to improve contact center operations and agent productivity.
- Customer Experience & Engagement: Trends and strategies for creating seamless, personalized customer experiences.
“We’re thrilled to end our incredible 2024 season in Nashville and conclude our event series that not only continues to address the current challenges in CX but also sets the stage for the future of customer contact,” said Mario Matulich, President of Customer Management Practice. “This year’s lineup of speakers and themes promises to inspire and equip attendees with the tools to elevate their customer engagement strategies to new heights and dive into the next era of innovation for workforce management, digital tools, strategic leadership, training & development, and more.”
In addition to numerous opportunities for networking, learning, and benchmarking, CCW Nashville will help attendees expand the role of tech in the workforce through the CCW Executive Certificate Series and a two-course Workforce Blueprint, designed to highlight topics across workforce management, learning and development, leadership, and more.
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