These cover the full range of challenges for
CX and contact centre
Supercharge (Customer Experience Strategies)

Customer experience can make or break a business today yet customer centricity is easier said than done. At CCW 2020, we have designed the CX track that gathers customer experience leaders who are charged with moving the needle on more customer-centric experiences.
Disrupt (Digital Transformation) 

Digital transformation delivers rich potential to disrupt existing customer experience practice.  Moreover, how do technology leaders prioritize investment and development opportunities that balance enterprise ROI and an elevated CX?  Our Disrupt Digital Transformation track gathers digital services, contact centre and enterprise technology leaders responsible for acquisition and development to focus in on the top drivers critical for customer success.
Inspire (People & leadership)

Despite the significant impact of technology and digital transformation on the customer experience it’s clear that people make all the difference when it comes to delivering a superior customer experience. Our People & Leadership track gathers people leaders from the contact centre and the organisation at-large who are focused on recruiting, retaining, inspiring and maximising the potential of their workforce.
Transform (Contact Centre Operations)

The reputation of the contact centre continues to pivot from cost centre to value creator.  Though many longstanding contact centre metrics remain relevant, the focus is on contact centre operational leaders to generate greater value for the customer experience than ever before.  Our Contact Centre Transformation breakout track takes an advanced approach to the leading challenges contact centre leaders face in 2020.
Evaluate (Technology & Innovation Spotlight in Pavilion)

There has never been so much change and disruption in the CX space, especially in the innovation front. The Pavilion Spotlight track is designed to provide a fantastic opportunity for all attendees to learn everything about new technologies and products and evaluate which ones they will take on board to disrupt the CX and customer contact functions in 2020 and beyond.