March 25-27, 2018
Hotel Colonnade, Coral Gables

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Patient Experience Exchange

On March 25-27, 2018, we will be hosting the Patient Experience Exchange in Miami.This unique opportunity attracts world renown Experience Executives from all across the healthcare verticals to come together for 2 1/2 days of tru ...

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Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills. This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents...

CCW Digital Executive Report - Customer Experience

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience....

CCW Digital Special Report - Multilingual Engagement

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:Why multilingual engagement matters in today’s marketHow does the rise of...

CCW Digital Special Report - Customer Engagement

Engagement is the ultimate “moment of truth” when it comes to the customer experience.  It is how organizations achieve loyalty from customers and separation from competitors.Citing exclusive research and thought leader commentary, the report investigates several dimensions of engagement strategy:5 facts about today's customersTop 5 customer demands when interacting with...

CCW Digital Special Report - Workforce Management

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore...

CCW Digital Special Report - Customer Loyalty

Loyalty, it should be noted, is not synonymous with “retention.” It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand. How do you create that loyalty? Citing research, expert analysis and guidance from accomplished CX executive, this CCW...

CCW Digital Special Report - Employee Engagement

This special report investigates the crucial customer experience tenet that is employee engagement. What to expect: How employee engagement can attract the best contact center talent4 ways to create the “happy agents” that yield “happy customers”Use employee engagement to improve contact center productivityWhy employee engagement is the key to understanding...

CCW Digital Special Report - Future of CX Employees

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions. How can we prepare agents for this future in which they have to...

CCW Digital Special Report - Chatbot

What is all this talk about Chatbots? Here is something to think about:Midsize businesses (250-1000 employees) are saying they’re buying technology60% say they increased their CX tech budgets this year (this figure is 51% across all businesses)Included in that figure:53% see Live Chat as a priority and are planning to...

CCW Digital Special Report - Voice of the Customer

The importance of knowing what customers want is easy to understand. The task of actually acquiring that knowledge – given that different customers want different things at different times – is not always easy to achieve.This report works to simplify and strengthen that endeavor. It shares numerous conventional and creative...

What is PX?

How do we map Patient Journey?First - you have to establish what part of the Patient Journey you impact, what touch-points have been had before you, and what effect you have on the Patient's next touch-point. By downloading this infographic, not only will you see where you are on the...

Bridging Patient & Customer Experience

What does it really mean to bridge Patient and Customer Experiences? When we talk about Customer Experience, we are mostly identifying different touch points that occur along the customer journey while interacting your product or brand. Consolidating that data in the form of analytics, CRM, CEM, customer surveys, etc. help...

The Current Attendee Profile

The Guest List has been posted!The Exchanges are known for bringing together senior executive experience thought-leaders. The Patient Experience Exchange, this March 25-27, in Miami, is bringing the most influential names in the Healthcare industry. If you're interested in getting on the guest list email enquiry@iqpc.com

Exclusive Interview with Pam Prissel

Pam Prissel is a Director of Patient Experience for Mayo Clinic Health System Community Practice and helps lead service strategy and transform and shape the patient experience. Pam has been instrumental in leading numerous improvement projects, most recently leading an Enterprise team in the development and implementation of the Mayo...

Exclusive Interview With Jason Dupuis

Jason Dupuis is the Patient Experience Officer and Director of Employee Learning & Development for PM Pediatrics. This dual role provides Jason the ability to not only guide patient experience but to empower employees to deliver on that experience. Jason joined PM Pediatrics with over 15 years of experience as...

CCW Digital Special Report - Patient Experience

Your Patient Experience Journey Starts here with this Special Report.Leaders in some industries may not, however, appreciate the true stakes of the customer experience.  They may not understand why the process of subscribing to a magazine or buying a toaster needs to be free of any undue effort, let alone intimately...

CCW Digital Special Report - Retail CX

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.While...

What did TTEC have to say about the PX Special Report?

TTEC is a leading global provider of customer experience, engagement and growth solutions. They help some of the world’s top brands acquire, serve and retain their customers through: customer care, tech support, acquisition and sales, analytics, technology, and CX consulting. They partner with business leaders in marketing, sales and customer...