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In a time when customer service feels the shock first, the companies that stay committed to experience — not just efficiency — will lead the recovery. For Mario’s full thoughts in Leonard Klie’s DestinationCRM article, click the link below. destinationcrm.com/Articles/Colum…

Memorial Day weekend is coming fast. How can we expect American's travel plans to impact customer service? Read more in this article from Aixa Diaz on how this increase in road trips and air traffic might affect the customer experience. newsroom.aaa.com/2025/05/memori…

In case you missed it, CCWomen is excited to feature Margaret Cho on the cover of the next CCWomen Magazine! 🩷 Make sure to find a copy at #CCWVegas next month!

In the latest article from CCWomen, Shiwon Oh explores Jacinda Ardern's method of showing kindness instead of ruthlessness, and driving real results through her unique approach to leadership. Read the full article here: blog.customercontactwomen.com/ccwomen-conten…

In this article from destinationCRM, Brian Cantor from CCW Digital discusses the rise in contact center leaders planning to maintain or grow their AI investments in 2025. Read more from Phillip Britt and DestinationCRM here: destinationcrm.com/Articles/CRM-I…

In the latest blog from CMP, Mario Matulich discusses why the focus shouldn’t be on whether healthcare can be digitized, but on how that digitization can benefit patients. Read more here: customermanagementpractice.com/blog/can-cx-cu…

Klarna is facing financial troubles after reporting $99 million in net losses for Q1. Does this indicate a shift in the future of customer service? Read more in this article from Futurism to see how investors are responding to customer service AI. futurism.com/the-byte/klarn…

In this article from AFAR Media, our president, Mario Matulich, touches on how Southwest's new bag policy will impact customers and what kind of changes we can expect to see in airline customer engagement. Read more from Afar and Bailey Berg here: afar.com/magazine/exper…

In this article from CCWomen and Shiwon Oh, she highlights Lizzie Resnick's top tips for women leaders seeking deeper, more impactful professional connections. Click this link to read more: blog.customercontactwomen.com/ccwomen-conten…

#CCWVegas is finally here! Welcome to Day 1️⃣ See below for today's schedule: 8:00AM-6:00PM CCW Attendee Badge Pick Up 6:00PM CCW Welcome Party

The wait is over! #CCWVegas is finally here! 🥳 Make sure you collect your badges at Check-In in the Caesars Forum lobby by 6 pm tonight, and let’s get this party started! We hope you’re all as excited as we are for the biggest #CustomerContactWeek of the year!

#CCWVegas is off and running! We’re diving into the heart of the event today: big ideas, bold conversations, and breakout innovation in customer contact. Customer Management Practice President Mario Matulich is kicking things off, and we look forward to what we’ll take away from this week!

Today at #CCWVegas, Jaysa Boyer, Brandi Yates, and Nicole Kyle from CMPResearch laid out the competencies and behaviors customer contact leaders need to thrive in remote/hybrid environments, all while balancing empathy, efficiency, and strategic impact.

The CCW Excellence Awards honor the innovators, change-makers, and teams setting the standard in CX. Congratulations to all the finalists and winners — you’re what makes this industry extraordinary! #CCWVegas #CCWAwards

This morning’s #CCWVegas Expo Hall opening was grand 🌟 The walls of Caesars Forum echoed with the sounds of new technologies, perspectives, and transformative lessons on Day 3 of CCW Las Vegas. Stop by the Expo Hall to see how our sponsors are redefining #CustomerContact!

The final day of #CCWVegas is here! Let’s make it count — take in the sessions, connect with someone new, and leave with ideas that fuel your next big move. Finish strong! #CustomerContactWeek

CMP Research’s Nicole Kyle imparted market analysis, analyst evaluations, and user feedback at her Main Stage session at #CCWVegas. Check out an exclusive look at some of the market’s perceived strengths and opportunities covered here!

This year's #CCWVegas was unmatched, and we couldn't be prouder of all our teams, who worked tirelessly to bring you the latest digital transformation strategies, emerging technologies, customer experience best practices, and more.

Future-proofing your CX leadership. In this CCWomen article from Shiwon Oh, Blake Morgan, speaks about the future of CX across the globe, helping to transform their leadership with industry experience. Click this link to read more: blog.customercontactwomen.com/ccwomen-conten…

In this article by Shiwon Oh, she summarizes the valuable takeaways from the recent CCWomen webinar on AAPI Heritage Month, and emphasizes the practical steps for building allyship and solidarity. Click this link to read the full article now: blog.customercontactwomen.com/ccwomen-conten…