Customer Contact Week - Austin

Austin, TX, United States

What is CCW?

Started in 1999 as Call Center Week, CCW is the world's largest customer contact event series. With the balance of conference and expo, CCW is the place where customer care, CX, and contact center leaders come together. In 2018 we're introducing our new look as Customer Contact Week.

Educational Formats

  • Future Leaders Lab - Certification program to help you gain the competencies you require to take your next career step
  • Executive Club - VP-level & above club to help you move beyond tactical case studies and into strategic discussion
  • People & Process - Sessions that focus on workforce management, planning and training & development
  • Technology - Next generation tools and technologies to push your contact center into an auto channel reality

Community-Oriented Experiences

  • Interactive Discussion Groups - Interactive Discussion Groups with small groups of 20 on the most pressing industry topics
  • Tech & Innovation Day - Powered by CCW Digital, join fireside chats on automation, analytics, AI partners and more
  • 5 O' Clock Somewhere - Happy Hour starts early at CCW so grab a drink & network in between sessions
  • Exclusive Site Tours - Experience Electronic Arts, IBM & Stitch Fix to help you rethink customer experience


  • Lynelle McKay, Chief Customer Officer, Girl Scouts of USA
  • Julio Badin, SVP, Customer Experience, Dallas Fort Worth International Airport
  • Jared Benesh, Executive Director of Contact Center Technology/Product Strategy, Quicken Loans
  • Alex Bentley, Practice Lead, Offerings, IBM HR, IBM
  • Dawn Bradney, VP Customer Support, Audit & Process Improvement, McKesson
  • Brian Cantor, Principal Analyst & CCW Digital Director, Customer Contact Week
  • Micah Citti, Customer Service Operations Manager, ESPN
  • Pete Collins, SVP, Operations for Personal Insurance and International, Travelers Insurance
  • Michael DeJager, Principal Analyst & Divisional Director, Customer Contact Week
  • Sarah Funderburk, Client Experience Manager, Stitch Fix
  • Luke Hagstrand, VP, CX Personalization, Comcast Cable
  • Vanessa Hannay, Customer Success Director, Muck Rack
  • Stacey Haynes, Senior Manager, Customer Care, Fossil
  • Jim Iyoob, Chief Customer Officer, Etech
  • David Johnston, Social Media Manager, Transportation Security Administration (TSA)
  • Sandy Ko, Research Development Analyst & Conference Director, Customer Contact Week
  • Brian LaRoche, Director, Outreach Marketing, CallMiner
  • Brad Lemons, SVP, Enterprise Analytics Office, Nationwide
  • Laurie Lowery, Director of Insight Research, USAA
  • Maya Lundhagen, VP, Customer Operations & Experience,
  • Gabriele "G" Masili, Chief Technology Officer, Customer Service and Support, Microsoft
  • Mario Matulich, Executive Director, Customer Contact Week
  • Claire McCloskey, Project Lead, UX Software Designer, IBM
  • Meredith Molloy, Customer Experience Manager, The Purple Carrot
  • John Pompei, Head of Player Experience Operations, Electronic Arts (EA)
  • Lizzie Resnick, Customer Care DIrector, SmartPak
  • Joe Rogers, Senior Director Customer Care, Coca-Cola Consolidated, Inc.
  • Tuck Ross, SVP, Marketing, Synchrony
  • Dhruba Roy Chowdhury, Head of Support Operation, APAC, Uber
  • Joni Saylor, Design Principal, IBM
  • Rob Solfest, Customer Experience Analytics Manager, Sleep Number
  • Kristina Sproat, Senior Director, Customer Operations & Experience,
  • Todd Straka, Lead Customer Experience Designer, Finish Line
  • Crystal Valesquez, Business Data Analyst, McKesson
  • Ryan Vojir, Director of User Experience, Inventory and Technology Solutions, AmerisourceBergen
  • Scotty Werner, Caddy Tales, Author, CCW Influencer
  • Elizabeth Wise, GuestPath Business Partner, Delware North
  • Sasha Yablonovsky, President, CareerBuilder
Pre-Conference Day - Monday, September 16

Main Conference - Tuesday, September 17

Main Conference
- Wednesday, September 18

Site Tour Day
- Thursday, September 19


Hilton Austin
500 East 4th Street
Austin, TX 78701
Phone: 1 (800) 236-1592

Hilton Austin is situated adjacent to the Convention Center in downtown Austin, TX. We're a quick walk from exclusive shopping, amazing restaurants and fun live music venues on 6th Street and the surrounding area. Guests of our renovated hotel also enjoy fantastic views of the Capitol of Texas and Lady Bird Lake from 31 stories up. Hotel dining, a full-service spa, VIP perks - we've got you covered for a great stay in Austin.

Group Rate: $279 per night + 15% tax per night

How to Book: To book your room please call 1-800-236-1592 and identify you are part of the IQPC, Customer Contact Week group to ensure the special rate (based on availability). You can also use our group's reservation link to book online.

Reservations Phone: 1-800-236-1592

Reservations Link:

The group rate is available three days pre and post event based on group rate availability. Please make your reservation before August 26th, 2019 in order to ensure you are eligible for the group rate.
Event details
Organizer : IQPC North America
Event type : Conference
Reference : ASDE-20444