Customer Management Practice

At #CCWOrlando, Audrey Steeves and @datamark_inc's Ali Karim highlighted how organizations are rethinking their approach to technology investments. Read the full article from @cxtodaynews here: cxtoday.com/contact-center… #CCWDigital #CCWOrlando #theCMPway

This Women’s History Month, join Mary Zhu, founder of the tech nonprofit #DevelopforGood, as she shares how her commitment to empowerment has grown into a nationwide movement in this @CCWomenStrong webinar. RSVP here: customercontactwomen.com/ccwomens-upcom…

In this @CCWomenStrong interview, Shiwon Oh sits with Kelly Rodigas, Chief of Staff of U.S. Wealth Management at @UBS, as she shares how she is fostering a more transparent, equitable, and trust-driven leadership culture. Read the full interview here: blog.customercontactwomen.com/ccwomen-conten…

#CMPResearch’s Leadership Competency Assessment Tool helps CX leaders evaluate front-line managers using proven drivers of performance & engagement. Organizations can target development, boost team performance, and reduce attrition. Learn more here: cmpresearch.com/flexible-remot…

Introducing the Executive Leadership Exchange at @CustContactWeek Las Vegas 2026. Space is extremely limited, so if you’re ready to join an elite group of senior leaders driving the future of customer experience, request your invitation here: customercontactweek.com/ccw-lasvegas/e…

In just two days, we're heading to Austin, TX, to bring together senior-level #CX and customer contact leaders. If you want to attend, speak, or sponsor at future CCW Executive Exchanges, fill out the form at the bottom of this page: ccwexchangemarch.com

#CX leaders are rethinking where human value matters most. At @CustContactWeek, Hiring Branch CEO Stephane Rivard and Fundraising Direct’s Sarah Wise made the case that the answer starts with how contact centers hire. Read more here: cxtoday.com/contact-center…

2026 is poised to shift the spotlight to AI. According to our President, Mario Matulich, the answer isn’t to avoid innovation, but to shape it responsibly into a system that works. To read more, check out this article from @CRM here: destinationcrm.com/Articles/ReadA…

Leaders see AI as a major inflection point but fear repeating past industry mistakes. This set the stage for a session led by Sangeetha Rai at #CCWOrlando. To read more about her session, check out this article from @cxtodaynews: cxtoday.com/event-news/cx-…

At #CCWOrlando, @nicolekyle led an interactive research circle on the future of CX and contact centers in 2026–2027. The key takeaway? Improving insights is a priority, while an AI-augmented workforce is a challenge. Take our Executive Priorities survey: customermanagementpr.qualtrics.com/jfe/form/SV_55…

In this article by Shiwon Oh from @CCWomenStrong, Célia Zermatten shares how reconnecting with intuition and aligning with personal values can strengthen leadership and expand influence. Click here to read more: blog.customercontactwomen.com/ccwomen-conten…

This #SuperBowlLX, @GetSpectrum spotlighted the determination of hardworking #CX professionals in a new commercial celebrating those who persevere and support one another. To read more about this story of CX success, check out this article: corporate.charter.com/newsroom/spect…

Last month, @Skittles announced plans to bring its #SuperBowlLX ad to a contest-winning consumer’s door in a performance starring Elijah Wood. How will consumers react to this guerrilla marketing tactic? Click here to read more from @marketingdive: marketingdive.com/news/skittles-…

New @salesforce research shows that AI is expected to resolve nearly half of customer service cases in Singapore by 2027, reshaping how service teams operate, upskill, and deliver value. Read more from this article by @TechNodeGlobal here: technode.global/2026/01/13/ai-…

There was a little extra magic in the air last week for #CCWOrlando✨ Thank you to our sponsors, speakers, and attendees for delivering the ideas and inspiration shaping customer contact in 2026 - see you all at #CCWVegas! #CustomerContactWeek

In this special article from Shiwon Oh and @CCWomenStrong, several CCWomen+ members share their personal growth journeys, highlighting how connection, support, and community play a powerful role in driving transformation. Click here to read more: blog.customercontactwomen.com/ccwomen-conten…

#CustomerContactWeek is more than just a conference, it’s an institution that delivers measurable impact across countless operations. We are proud of the work we’ve done, we are excited about the future, and we are hopeful that you all enjoyed #CCWOrlando as much as we did.

#CCWOrlando’s Expo Hall is LIVE!🤩 Stop at as many booths as you can by tomorrow for a chance to win one of a dozen great prizes from our sponsors! 🎁👀

The refreshed CMP Research Prism for Customer Analytics evaluates 19 solution providers and brings structure, insight, and rigor to CA solution evaluation. Check out the Prism for Customer Analytics white-paper summary unveiled at #CCWOrlando: cmpresearch.com/flexible-remot…

In this article from @USATODAY, President Mario Matulich weighs in on the question: Is human support becoming a luxury add-on instead of a fundamental part of the travel experience? To read the full article , click here: usatoday.com/story/travel/c…