As we look to ring in the new year, it is important as an organization to reflect on our successes and milestones throughout 2024. CMP’s Customer Contact Week concluded its 2024 series with three major events: CCW Austin in January, CCW Las Vegas in June, and CCW Nashville in November. This year’s events brought together thousands of professionals from across the customer service and contact center industries, equipping them with the latest insights, skills, and strategies to drive customer experience innovation into 2025.

CCW Austin: Leading the Conversation on AI and CX Transformation

Kicking off the series in January, CCW Austin attracted thought leaders and industry experts tackling the future of artificial intelligence (AI) and customer experience (CX). Esteemed speakers like Neil Hoyne, Google’s Chief Strategist, and Sangeetha Rai, Northwestern Mutual’s VP of Customer Success, shared cutting-edge insights on topics ranging from AI-driven customer service advancements to workforce management and omnichannel strategies. The debut of CMP’s CCW Executive Certificate Series on AI and Machine Learning, alongside the influential CCWomen Summit, provided attendees with career-elevating skills and certifications that set the tone for a dynamic year.

CCW Las Vegas: Showcasing the Intersection of Technology and Human Experience

The flagship event, CCW Las Vegas, took place in June and highlighted topics such as integrating customer experience technologies, data-driven insights, and innovative workforce strategies. Noteworthy keynote speakers included American retail icon and respected television personality Martha Stewart and David Glickman, Founder and CEO of Mint Mobile. The event also featured exclusive access to CMP’s latest research, including studies on the impact of AI on customer satisfaction and trends in omnichannel service. Attendees had the opportunity to gain CMP certification, positioning them as leaders in a rapidly evolving industry. Other highlights included hands-on workshops and the launch of CMP’s CCW Executive Certificate Series on Leadership, focusing on essential CX leadership competencies and culture-building techniques.

CCW Nashville: A Grand Finale Centered on Technology and Employee Experience

Wrapping up in November, CCW Nashville offered a compelling finale by exploring how technology and employee experience intersect to create exceptional customer service environments. With speakers like Peter Fader, Professor of Marketing at The University of Pennsylvania, and Chrissy McNutt from Grubhub, the Nashville conference emphasized solution-driven data and workforce management strategies. The unveiling of CMP Research Prism also took place, with Nicole Kyle, Managing Director of CMP Research, explaining Prism’s objective evaluation of marketplace providers is based on analyst, customer, and marketplace perspectives.

What is to come in 2025?

CCW Orlando will kick off the 2025 CCW events series and lead into CCW Las Vegas and CCW Nashville. Attendees have much to look forward to, including the reveal of CCW’s 2025 ambassador program, which may or may not involve tequila and a renowned CX host. Attendees can expect exclusive access to emerging trends and deep dives into the most pressing issues facing the customer experience industry, such as AI integration, evolving workforce dynamics, and the latest in omnichannel strategies.

CCW’s 2025 series promises to deliver powerful, action-driven content while building a vibrant community of CX professionals eager to learn, share, and innovate. With expanded opportunities for CMP certification and an exclusive focus on career-boosting skills, CCW continues to be the premier destination for all those committed to enhancing customer experience and service excellence. We hope to see you in 2025!