Resources

CCO Exchange May 2018 Brochure

The Chief Customer Officer Exchange is the only event that brings together leading CX leaders for a true networking experience. Download this brochure to see the inspirational speakers and their sessions, resort information and what solution providers are already on board and are coming specifica ...

Sponsorship enquiry

Chief Customer Officer Solution Providers Guide

The CCO Executive Exchange is the only events of its kind. For 2 1/2 days, on an invitation-only basis, our guests enjoy a closed-door benchmarking environment that allows them to work with solution providers on developing strategic campaigns for active projects. View the 2019 Executive Exchange Solution Providers Guide for...

Exchange Materials

Top Sessions at the November Chief Customer Officer Exchange

Your Challenges, Answered!Through extensive research of our CX community, we have identified Digitizing the Entire Customer Journey, Retaining and Developing the Talent and Making Customer Experience Operating System are some of the challenges of today’s CX Leaders. Download this content piece to see who else is speaking on other current...

Exclusive Interview series: Kim Massana

Kim Massana, Global Head of Customer Experience for Thomson Reuters, has taken a few moments to deliver this exclusive interview with the Customer Management Practice Team. Kim came to the Chief Customer Officer Exchange this past November to deliver an intimate fireside chat on how Digitizing the Entire Customer Journey...

What Kept of November Delegates Up At Night?

Chief Customers Officers arguably have one of the toughest jobs in the C-Suite. They are tasked with the impossible; understand the customers - no matter how different they are, and then make them happy. They are tasked with understanding their workforce - no matter how different their responsibilities, and keeping...

2017's 100 Chief Customer Officers

How many will join in 2018?2017 was the year of customer and user experience... and it's not over. With 2018 bringing employee experience into the priority mix, the Chief Customer Officer position in the C-Suite is continuing to grow and strengthen. Here is a snapshot of who joined us in...

Overstock.com's Head of Customer and Brand Experience & Strategy, Tyler England

Tyler England has many wins under his belt as Head of Customer and Brand Experience & Strategy with Overstock.com. With over 1,800 Employees and a global eCommerce channel, he has used his experience and knowledge to lead Overstocks.com's experience team to success. With ending 2017 on the Forbes Fortune 1000...

Meet Todd Baxter, Chief Customer Officer of Experian

Todd Baxter has created an exceptional customer experience which is at the core of Experian's future, and is at the heart of his professional passion. As Chief Customer Officer, Todd Baxter is responsible for directly leading all of Experian's North American customer experience activities, bringing together strategy, technology, people, process...

The Confirmed Guest List

Here is the Guest List you have been waiting for! There is no other event that offers the exclusivity of the Chief Customer Officer Exchange. We handselect our attendees to create an intimate networking experienece. By the end of your time at the Exchange, feel confident that you will know...

The Chief Customer Officer Exchange Agenda

The Chief Customer Officer Exchange is the only event that brings together leading CX leaders for a true networking experience. Download this brochure to see the inspirational speakers and their sessions, resort information and what solution providers are already on board and are coming specifically to assist with your active...

CCW Digital Special Reports

CCW Digital Executive Customer Experience Report

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience....

Lessonly Report- Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills. This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents...

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...

CCW Digital Special Report - Multilingual Experience

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:Why multilingual engagement matters in today’s marketHow does the rise of...

CCW Digital Special Report - Future of CX Employees

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?This report has the answers: Why the rise of technology is really the rise of the employee8 requirements for a great contact center agent4 ways to prepare contact center...

CCW Digital 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 unfolded, we thought-- will any of those topics fade away? Will any become more prominent and important?And what new trends, ideas and “best...

CCW Digital Special Report - Messaging

Ideas that are truly “good for the customer and good for the business” are far and few between.Messaging is one of those rare examples. If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive revenue for the business....

CCW Digital Special Report - Retail CX

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.While...

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...

CCW Digital Special Report - CX Automation

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact...