May 7– 9 , 2017
Hotel Del Coronado, Coronado, CA

Media Center

CCO Exchange May 2017 Brochure

Plan your day with CCO Exchange! Explore some of the unique topics that will be discussed at this exclusive event and discover what you will learn this coming May. Download the brochure now to see what we have in store for you.

You can also request a copy via email.

Event Materials

View Current Attendees

Want to know who you'll meet at the CCO Exchange this May 7-9 in San Diego? Here's a sneek peek snapshot of some of our current and past attendees. Get a preview of the hand-picked solution providors we have lined up for you. For more information, email enquiry@iqpc.com.

Infographics

How can the Chief Customer Officer Exchange help CX leaders?

With the customer experience being impacted by so many functions and marketplace variables, the need for a meet up with CCOs to have stronger general management and strategic thinking skills has been heightened. The Chief Customer Officer Exchange will bring together 50 movers and shakers from the C-suite to talk about how to orchestrate strategic discussions to define customer portfolios to prioritize customer retention and acquisition efforts, create greater customer value, and increase loyalty with 12-15 inspiring keynote addresses, in-depth case studies and interactive discussion like BrainWeaves.

View from the C-Suite: What are Chief Customer Officers Investing In?

A survey was given out to senior-level CX executives in order to discover what solutions were top priority for 2017.

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CCW Executive Winter Report

Are you planning your 2017 contact center strategy? Are you curious about how customer experience management will evolve over the next few years? CCIQ has you covered! We’re pleased to introduce our new CCW Winter Executive Report: The Future of the Contact Center. Based on exclusive research and case studies, the report is your key to elevating the customer experience. You’ll learn:

  • Which “trends” are most important to the future of the contact center?
  • Which is more important: an effortless experience or a delightful one?
  • What are the top contact center objectives for the next year?
  • What challenges are most likely to inhibit success?
  • How will contact center budgets change in 2017?
  • Which solutions for customer relationships, voice of the customer, workforce empowerment, and omnichannel engagement are most urgent?

CCW Executive Report: Customer Experience Game Changers

Customer demands are greatly changing (and increasing). Those who can successfully adapt to those demands – and elevate their customer experiences – will produce game-changing results for their businesses. Our complimentary guide, fittingly titled CCW Executive Report: Customer Experience Game Changers, will help you achieve those desirable results! Based on exclusive, in-depth market research, the report investigates how organizations are addressing – and should be addressing – some of the most imminent, transformative developments in the customer experience space.

CCW Digital Executive Customer Experience Report

We all know the customer experience is important. Less clear? How to actually improve it! Ambiguity and uncertainty cloud our understanding of what the customer experience is, what a great customer experience entails, and how to actually achieve that ideal experience in our businesses. They thwart progress and hurt our ability to maximize customer relationships. With the 2016 Executive Report on the Customer Experience, we hope to change that. Driven by CCIQ’s exclusive market research, commentary from experts, and case studies, we eliminate the ambiguity and provide clear, actionable insight into what customers AND businesses want from the experience. We then provide guidance for actually delivering it!

CCW Executive Performance Report

This may be the age of customer centricity, but business centricity is certainly not out of fashion. Operational efficiency – not customer satisfaction or loyalty – actually ranks as the top performance priority for today’s contact centers. Profit generation is also a pivotal focus. How do you navigate this challenging climate? How do you ensure that your customer-centric initiatives are improving the bottom line, all amid changes in customer expectations, agent demands, and technological capabilities?

CCW Executive Cloud Report

Front-line employees may be the face of the business, but it is technology that enables them to present that face to customers. It is technology that helps them successfully engage. It is in accordance with this importance that we proudly introduce our 2016 Executive Report on Contact Center Technology. Featuring a combination of exclusive market research, in-depth commentary, and insightful case studies, this report reveals how contact center technology is evolving – and must continue to evolve – in this era of customer centricity. More importantly, it will empower you to leverage contact center technology to create a more efficient, more effective, more customer-centric engagement experience.

CCW Executive Next Generation Report

In this age of customer centricity, we constantly hear talk about the need for a personalized, integrated, consistent, omni-channel and journey-driven customer experience. Are businesses walking the talk? Are they elevating engagement to meet this next-generation customer demand? Our Executive Report On Next-Generation Customer Engagement answers these questions. Citing exclusive CCIQ research, it explores the imperative for a “connected” engagement experience and assesses whether businesses are delivering. It also shares four innovative pathways to success – all of which are backed by real-world case studies.

Interviews

Digital Rising: Preparing Your Organization for Generation Z

In this Q&A, Justin discusses key differences between Millennials and Generation Z, the necessary changes in tactics to create strong levels of consumer engagement, what it takes to shift focus to the digital customer experience effectively, and what he is looking forward to about the Exchange.

Challenges, Obstacles, and Solutions: How Chief Customer Officer Exchange Helps CX Leaders

The title of Chief Customer Officer may be some what of a newcomer to the CXO club, but the quest of effectively connecting with customers is as old as the idea of selling products. Chief Customer Officer Exchange producer, Nadia Chaity, talks about the challenges and obstacles these executives are facing and gives in-depth insights into the value of the Exchange. 

Speaker Spotlight: Karen Ellis, Chief Customer Experience Officer, San Antonio Airport

We interviewed Karen Ellis, Chief Customer Experience Officer, San Antonio Airport, about the progression of the Chief Customer Officer, the challenges she faces on a daily basis, how she utilizes social media to collect customer feedback and much more! Karen will be taking the stage at the Exchange, addressing how to "Start Your Customer Journey with 'Customer' in the Core."

Speaker Spotlight: Michael Guyton, Senior Vice President & Chief Customer Officer, Oncor Electric Delivery Co.

The title of Chief Customer Officer may be some what of a newcomer to the CXO club, but the quest of effectively connecting with customers is as old as the idea of selling products. Michael Guyton, Senior Vice President and Chief Customer Officer at Oncor, talks about from the progession of the role to the challenges and obstacles CCOs are facing and gives in-depth insights into the value of the Exchange.

Outside In with Charles Trevail: The Customer Centricity Podcast by C Space

Outside In with Charles Trevail takes a look at the strategies and philosophies of the world’s most customer-centered brands. Leaders from business, media, and academia discuss the importance of being a customer-inspired organization, and share best practices on how to get there.

Articles

It’s Time to Rethink the Chief Customer Officer Role: The Five Roles of the Successful CCO

Companies are grappling with a new reality: The world is growing smaller, change is happening faster, and customers -- people -- are at the center of it all.

Time Warner Cable Mocks Its CX, Promises Improved Service

Several years ago, Domino’s began openly mocking the quality of its own pizza. The campaign was a method of recapturing customer trust; by acknowledging the inadequacy of the previous product, Domino’s added credibility to its promise of improvement.

Earlier this year, Comcast pledged to improve its customer experience. The pledge came with a multi-pronged plan to provide more efficient and effective service.

Taking cues from both organizations, Time Warner Cable recently launched a branding campaign of its own.

Men's Wearhouse Customer Experience: 8 Things That Went Wrong

8 things that retailers could do better in the future to improve customer satisfaction.

8 Reasons Why Customer Journey Mapping is the Foundation to Driving CX

Customer journey maps help identify interesting and relevant moments to intervene and (hopefully) improve the customer’s experience. Ultimately, you want to align your organization behind understanding ‘what we need to do.’ Once you understand the ‘what,’ you need to take the actions necessary to improve your customer’s experience.