Resources

Chief Experience Officer Virtual Exchange

The Chief Experience Officer Virtual Exchange Agenda is here! Chief Experience Officer (CXO) Exchange brings together senior-level customer experience executives across industries to discuss the latest strategies across end to-end experience channels and touch points. Benchmarkin ...

Exchange Materials

2019 Post Show Report

Interested in attending Chief Customer Officer Exchange this May 4-6 in Denver? Take a look at the Post Show Report from last year to see what you missed! 

CXO Exchange Denver Past Attendee Snapshot

Interested in attending CXO Exchange in Denver this May 14-16? Take a look at who attended last November in Miami and make sure to reserve your spot! 

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...

Oncor's Chief Customer Officer & Senior Vice President, Michael Guyton

Integrating empathy and customer-centricity into your business? Join Chief Customer and Marketing Officers alike at the CCO Exchange this May in Chicago!

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 - 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...

CCW Digital Special Report - Live Chat

This special report begins by guiding you through the process of designing a great live chat experience and tackles key live chat metrics, before revealing how to make live chat as valuable as possible for both agents and customers. 

CCW Digital Special Report - Design Thinking

The truest measure of customer centricity is how well you meet your customer’s needs. Unfortunately, many organizations are assuming what the customer wants instead of sitting down with customers to understand their paint points and designing products and processes centered around user empathy. This is what design thinking is all...

CCW Digital Special Report: The Customer Experience Market Study

Customers remain underwhelmed with the experiences they are receiving despite all the emphasis on customer experience initiatives and technologies. Citing in-depth market research, the Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can...

CCW Special Report: Digital Transformation in CX

Customers of all demographics engage heavily in digital, which means it is where they will likely have their first encounter with your brand. Are you making a good impression? Not many can answer that question in the affirmative, but this report will make you one of the fortunate few. It...

CCW Digital Special Report: The State of Chatbots

What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? This special report has the answers. It details a customer-centric blueprint for implementing, measuring and optimizing chatbots through artificial intelligence.

CCW Digital Special Report - Brand Experience: Key Words

As a CCO, you know your customer better than anyone else in your organization. It is important for you to consider how to support your brand identity across the entire CX function to build loyalty and customer lifetime value. 

CCW Digital Special Report: Trends to Know

As a Chief Experience Officer, are you proving that your organization is right to view the customer experience as a pathway to legitimate value? To put it another way, are you maximizing “return on experience” (ROX)? If you're looking to deliver experiences that yield a high ROX, start by capitalizing...

CCW Digital Special Report - Digital Engagement: Balancing Bots and Brains

As any CXO is aware, digital engagement is one of the top priorities for improvement in the customer experience realm of 2020.There is a disproportionate correlation between digital engagement and bot technology, consumer preferences, and CX leaders attempting to capitalize on the advantages that digital customer experience tools can provide....

Sponsorship enquiry

Chief Experience Officer Solution Providers Guide

CXO Executive ExchangeThe CXO Executive Exchange welcomes senior executives to site one-on-one for consultative business meetings with best in breed solution providers.Prior to the Exchange, these executive spend 30-45 minutes with one of our analysts to determine if their seniority and buying persona meets certain qualifications. After their investment reports...

CCW Digital: The Evolution of CX Automation

It is time for the next evolution of the automation discussion: how can automation actually elevate the experience? And how can we measure the success? The Special Report on the Evolution of CX Automation answers these questions.  It addresses common automation pitfalls, before sharing valuable use cases and crucial metrics

CCW Digital: The State of Chatbots

What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? This special report has the answers. It details a customer-centric blueprint for implementing, measuring and optimizing chatbots through artificial intelligence.

CCW Digital: Top Five Priorities for CX Executives

Customer experience executives are not resting on their laurels.  They are looking to take action.  They are planning to spend money. In this report we have highlighted the top five priorities for CX executives – and the specific solutions that can help meet those needs.