CCW Online 2021 Preview

Sandra Radlovački

The two-day virtual event analyses customer experience trends, challenges and innovations

Channel News
CCW Online 2021 Preview

The world’s leading and most influential customer service online platform CCW is hosting its Customer Contact Week Online 2021 event starting today.

Taking place over two days, the event will bring many customer contact, customer experience, technology, marketing and operations professionals together for inspiring keynotes, actionable case studies, interactive discussions and unparalleled networking.

This year’s agenda includes CX trends and innovations, rethinking customer journeys in a new CX landscape, AI effects on CX as well as frictionless experiences and brand perception.

Some of the speakers include:

    • Teresa Anania – VP of Global Customer Succes, Zendesk
    • Brian Cantor – Principal Analyst, CCW Digital Director, CCW Digital
    • Elan Keshen – Sr. Product Marketing Manager, Ada
    • David O’Malley – Chief Revenue Officer, Alida
    • Julie Casteel – CMO & Chief Strategic Accounts Officer, ibex
    • Jen Jackson – VP of Customer Service, Dialpad
    • John Koo – Chief Marketing Officer, Airkit

Attendees will be able to learn more about Zendesk’s POV on CX Trends & Innovations, watch a roundtable of executives from LiveVox, Dialpad, Airkit, and NICE, along with tips on how to easily manage call volume spikes with no sacrifice in quality.

As a follow-up, an invitation-only virtual event titled CXO Virtual Exchange Day is taking place online on Thursday, September 16th, and will start with a session on leadership and the role of CX hosted by Jeanne Bliss and Mario Matulich, Executive Director of Customer Management Practice. This event is built exclusively for senior-level executives as they aim to benchmark with peers and explore best practices around culture building, digital transformation and the state of the customer journey.

The CCW Online event starts today at 12 pm ET with a session hosted by Ibex’s CMO and Netflix’s Director of Product Management, while day two starts Wednesday, September 15th at 12 pm ET with a session hosted by Google’s Rob Lawson.


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