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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 specifically to assist with your active projects. 

If you want to receive a copy of the agenda in PDF form, request a copy here.


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. We then look at how businesses are approaching the customer experience.  Do they know what customers want?  And even if they do, are they able to actually deliver it?

 Questions answered in this report include:

  • How many bad experiences will make a customer switch to a competitor?
  • Will customers really pay more for a good experience?
  • What are customers’ Top 5 demands when interacting with a business?
  • What factors prevent businesses from meeting those demands?
  • What are the most common customer complaints?
  • How well do businesses respond to customer feedback?
  • How do customers really feel about calling for customer service?

For a copy of additional CCW Digital report, email

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 on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement. This report explores that more substantive, more customer-centric, more meaningful approach to automation.

Key topics include:

  • Four ways automation can meaningfully elevate customer contact
  • How to ensure your automation initiatives are customer-centric, agent-centric and performance-centric
  • Five best practices for unlocking the real value of automation
  • Eight examples of automation done right

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 who are more customer-centric and more productive.
Topics include:

  • Why the value of training goes behind skill development
  • Five mistakes contact centers make when training agents
  • Five ways to elevate your training strategy
  • Case studies: how Vox Mobile and Birchbox improved agent development

For reports produced by CCW Digital email,

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 needs to empower the workforce to perform.

Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:

  • 7 trends affecting workforce management
  • The top 3 priorities for contact center performance
  • The top 3 challenges inhibiting contact center performance
  • 12 ways to elevate workforce management
  • How to improve contact center training
  • How culture impacts workforce management

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 unfolds, will any of those topics fade away? Will any become more prominent and important?

And what new trends, ideas and “best practices” will emerge?

To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.

To receive a copy of this report via email, email

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 market
  • How does the rise of omnichannel impact multilingual strategy?
  • 5 goals of a multilingual strategy
  • A quiz to determine the best multilingual approach for your business
  • 6 solutions for multilingual engagement – and how to optimize them

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 projects. 

If you want to receive a copy of the agenda in PDF form, request a copy here.

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 employee

  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing

For addition reports produced by CCW Digital, email

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. “If implemented correctly” is the key.

It is also the focus of our new Special Report: Messaging. Our report reveals pitfalls you must avoid and challenges you must overcome in order to avoid the unlock the true power of customer messaging.

Topics include:

  • Top 7 customer demands – and why messaging is the key to meeting them
  • 3 specific ways messaging can elevate the customer experience
  • 3 ways messaging leads to a better contact center
  • 6 best practices for making the most of messaging

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 dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.

Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does!

Key topics include:

  • The one customer experience “trap” all retailers need to avoid
  • The silver bullet that can improve the customer experience – in any industry
  • 7 key retail CX objectives
  • 10 ways to create an experience that is good for customers, agents and the business
  • A customer experience assessment quiz

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 necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.”

Topics include:

  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool

Event 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 issues.

For information of the May 2018 Chief Customer Officer Exchange Sessions, email

100 CCOs joined in 2017

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 2017. Don't wait around to find out who is on next years list - be on it and join the conversation. 

Nee a copy of the May agenda? Email'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 With over 1,800 Employees and a global eCommerce channel, he has used his experience and knowledge to lead's experience team to success. With ending 2017 on the Forbes Fortune 1000 list, continues to grow and break down boundries. 

In this interview, Tyler shares his personal journey through customer-centricity, his approach to customer experience at, and key insights on creating holistic journeys for his customers in this recent interview.

If you would like a recieve a PDF copy, email

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 and approach into one collective entity which is solely focused on creating the best possible customer experience.

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 them trained and happy. They are given mounds of data and surveys in efforts to create actionable plans for digital transformations, branding and content initiatives, self-service tools, and omnichannel capabilities continue to humanize the customer journey. 

The attendees that joined us this November expressed a number of challenges and opportunities they were looking to bridge in 2018. Collectively as a group, what was discovered is that the challenges in the market were very similar across industries and verticles. 

Here are some of the challenges our Chief Customer Officers face and top areas they looked to invest. Do you see value in this investment plans? Join us in May to speak about what improvements are most important to your upcoming initiatives.

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 everyone onsite. Take a look of the attendees who are confirmed and if you need an agenda, let us know!

If you have been sent an invitation please RSVP by 3/1/2018. If you would like to request an invitation, let our team know.

Customer Journeys are all the rave

Chief Customer Officers have to sleep too - but how can they with CX changing rapidly. This is yet another example of how the Exchange format quiets the noisy vendor market and strategically brings the leading providers who have state of the art solutions that change ease the minds and transitions of our guests. 

In this investment report, you will find investment priorities in vendor categories such as:

  • Brand Communication and Strategic Consulting
  • Voice of the Customer
  • Data Analytics
  • and Contact Center Solutions

Special thanks to the solution providers who came onsite to assist with these challenges.
If you are interested in the investment report for CCO May, email

Post Show Report for CCO Nov 2017

The Post Show Report

Download the post-show report to see what happened at the CCO Exchange this past November. Inside you will find Top Quotes, Moments and Sessions that made this event unforgettable and prompted feedback such this.

"The CCO Exchange program brought together the best talent for learning from the successes and challenges of my Customer Experience peers and understanding the value that solutions providers offer. As a first-time attendee and a frequent conference goer, I was impressed with the quality of the content of the event, the actionable advice from all speakers and the valuable opportunities to network. I left the event as part of a community of CX leaders and look forward to following our journeys towards excellent customer experience for our brands."

Ana M. Albert
Vice President, Marketing and Customer Experience
Alamco Group, Inc.

To receive a copy of this report via email, please email


Exclusive Interview with 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 is the Future of Customer Experience Management. 

For information on the Speaker Faculty this May, email