12th Annual Customer Contact Event West 2016

This event is a hub of ideas, inspiration, and industry connections for customer service and customer contact executives who have an eye on innovating the customer experience. Customer Contact West will prepare you for the future of customer care by providing pragmatic real world experiences, insight, best practices, and tools for embracing an accelerating digital transformation.

At Customer Contact West you’ll:

  • Network with 150+ forward thinking executives and find out what is working for them, and what’s not
  • Get actionable ideas generated in 25+ interactive sessions with highly engaged participants and incredibly candid conversations
  • Capture the experiences of 35+ speakers with diverse industries and business disciplines
  • Hear the success stories of industry vanguards, the winners of the 2017 Customer Service Excellence Recognition Program

This one of a kind opportunity is an invigorating, interactive and highly collaborative experience. Your participation will help you to craft your strategy roadmap and ensure customer service and customer experience is recognized as a strategic asset to your organization. You will walk away with amazing take-aways, an expanded professional network, and best of all…some new friends.

For further information or to register, call Matthew McSweegan at 516-255-3812, or email him at


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Agenda Highlights

Schedule-at-a-glance is preliminary and will be updated as information becomes available.

Keynote – Driving the Organization's Strategy via Actionable Voice of the Customer

Keynote – Delivering a Human Touch in the Digital Age: Building a Global Service Program to Meet Modern Consumer Expectations 

Joanna-Macleod.jpgJoanna MacLeod
Executive Vice President, Global Service Delivery
American Express

Keynote – Be a Better Leader: Keep People Focused, Energized, Productive and Profitable 

Michael-Cooper.jpgMichael O. "Coop" Cooper
Innovators and Influencers 

Coaching Session - Be a Better Leader: Keep People Focused, Energized, Productive and Profitable

Case Studies & Executive Insights

SUCCESS STORY – Delivering True Business Value…and Results!

FROST & SULLIVAN VISIONARY INSIGHT – Exponential Change: How Analytics Will Upend the Provision of Care…and What You Should be Doing About it Now

TRANSFORMATIONAL STORYModernizing Contact Center Operations

TACTICS SESSION – Achieving Brand Recognition and Trust

TACTICS SESSION – Mentor the Mentors: Bringing Out the Best in Your Managers and Supervisors

Interactive Collaboration Zones

Concurrent Collaboration Zones - Case Histories
Case Histories explore a specific use case and include informal conversations that draw upon the experience and expertise of the featured executive and participants.

Choose one of the following zones:

Zone 1: Bonding with Your Customer: Making Emotional Connections in a Digital Age
Zone 2: Bots and Brains: The Evolution of Digital Messaging
Zone 3: Make it Easy: Facilitating Customer Channel Preferences
Zone 4: Innovative Ways to Recruit and Retain Millennial Employees
Zone 5: Balancing Costs & Quality: Strategic Sourcing, Shoring, and Integration of Automation

Concurrent Collaboration Zones - Roundtables 
Roundtable sessions capture the power of all participants' voices, insights and experiences via group discussion and exploration of the issue at hand.

Choose one of the following zones:

Zone 1: Attain Real Business Value and Fast ROI across All Your Digital Channels
Zone 2: 
Leveraging Advanced Predictive Analytics
Zone 3: 
Customer Engagement 2.0: This Time It’s Personal! Practical Steps to Help Your Team Build Connection 
Zone 4: 
Tech Refresh: Digital Tools to Engage the Millennial Employee
Zone 5: 
Optimizing Outsourcing: Selecting and Managing Your Outsource Providers

Concurrent Collaboration Zones - Peer Councils
Peer Council sessions are participant-driven discussions focusing on your key challenges and concerns.

Choose one of the following Zones:

Zone 1: Engineering a Culture of Security Consciousness in Customer Service
Zone 2: Strategic Thinkers Only: A Forum for Seasoned Customer Contact Executives
Zone 3: Up in the Cloud: Selecting the Right Partner to Take You There
Zone 4: Contact Center Optimization on a Shoestring
Zone 5: B2B Nuances in Customer Care

Concurrent Collaboration Zones – ThinkTanks
ThinkTank sessions employ interactive team exercises in a “roll up your sleeves” learning environment.

Choose one of the following zones:

Zone 1: Unstructured Data - Understanding the Digital "Voice" of the Customer
Zone 2: Past Present Future: Investing in a More Effortless Experience in the Voice Channel
Zone 3: Current Perspectives on Customer Effort: New Research Finding That Might Surprise You…and What You Can do About It
Zone 4: Nurturing Next Gen Leadership

Concurrent Collaboration Zones - Best Practices
Best Practice sessions examine a real world use case, dissect the best practices employed, and explore how to apply them to your own initiative and company.

Choose one of the following zones:

Zone 1: Actionable Insights: Meeting Customer Needs in a Digital World
Zone 2: Intelligent Agents: Building Competencies During Digital Transformation
Zone 3: Can You See Me Now? How Companies Can Leverage Video to Deepen Customer Engagement and Improve Service Quality

Expert Panels

ASK THE EXPERTS! PANEL DISCUSSIONAugmenting Intelligent Customer Care: The Advent of Chatbots, Virtual Assistants, and Machine Learning

The FIXCrowdsourcing Tactical Solutions to Our Most Vexing Challenges

INSIGHTS AND IDEA ROUNDUPImplementing the Best, Brightest and Boldest Ideas from the Program


Tucson Food Tour & Networking Challenge - Check In - Join us for a memorable food tasting experience through the second largest city in Arizona! We'll visit restaurants that are off-the-beaten-path and offer some of the most creative dishes you'll ever have. Tell your tastebuds to get ready, this adventure will be one for the record books.
Participant Fee: $95.

Networking Golf Scramble - This shotgun start, team versus team, golf scramble (team best ball) tournament is perfect for any level of golfing expertise. From novice to just a few strokes under Jason Day, we welcome and encourage all levels to register for a great day of competition and conversation. Lunch and transportation are included.
Participant Fee: $95

Cocktails in the Canyon Welcome Reception and Event Kickoff - Meet your fellow peers and colleagues and enjoy a little C&C, conversation & cocktails, on the bay, as we get excited for the days ahead!

Four Truths and a Lie Networking Reception - Enjoy playing detective to determine where the truths lie and the deception begins! Guess correctly and you will be entered to win a fantastic prize.

Early Risers Walk/Run - Calling all walkers, joggers and runners! Lace up your sneakers and get your endorphins flowing with a little exercise. It's the perfect start to a great day of content and networking!

12th Annual Customer Contact Wild West Olympics & Cookout - Gear up for a night of Olympic games with Western flare. Dinner will be served throughout the night and our top teams will be draped in Gold, Silver & Bronze, YEEHAW! Buck up and show us your wild west side!

Customer Contact Site Tour - Join us for a customer contact center tour and see how others do it, and do it well!


pdf-icon_24x24.pngDownload the Full Brochure


ccw-Chronicles.jpgExecutive MindXchange Chronicles

Get ready for 13th Annual Customer Contact West 2017. Secure your copy of the Executive MindXchange Chronicles, which include key takeaways and action items from all of the sessions. You'll have the option to add the Chronicles during your registration at a discount.
Click HERE for More Details

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