Customer Management Practice

Use independent research, peer benchmarks, and analyst guidance to prioritize improvements, assess investments, and make data-backed decisions.

Helps customer contact leaders compare technology providers and assess investment considerations to make more confident technology decisions with less risk.

Validates customer contact capabilities and develops agents and leaders to support stronger customer satisfaction and workforce outcomes.

Attendees gain practical strategies, peer benchmarks, technology insights, and professional connections to improve contact center performance.

Senior leaders benchmark priorities, exchange practical insights, and discover relevant solutions through curated peer discussions and provider meetings.

Access customer contact research and expert insights, while giving solution providers a channel to share expertise and reach qualified buyers.

Helps women in customer contact advance their careers and leadership through professional connections, year-round programming, and practical resources.

Reach customer contact decision-makers, build visibility, and generate demand through CMP events, digital channels, communities, and market insights.

CMP Research and Benchmarking

CMP provides independent research, benchmarks, diagnostics, reports, and analyst guidance for customer contact and CX leaders. Its research helps teams assess operational performance, evaluate technology and AI investments, set strategic priorities, and build data-backed business cases. Research for solution providers covers buyer insights and competitive intelligence, including purchasing behavior, software spending, market positioning, and performance benchmarks. CMP analysts and advisors also work with clients to uncover opportunities and progress priorities, including agent engagement and retention, career development, employee experience, coaching, and frontline effectiveness. Reports include annual surveys and benchmarks for customer contact leaders.

• Compare Performance With Relevant Peers
  Use peer benchmarks to identify performance gaps and prioritize improvements across contact center operations.
• Assess Priorities With Tailored Data
  Apply diagnostic data to important decisions, internal business cases, and customer contact and CX transformation plans.
• Evaluate Technology And AI Investments
  Use independent research, investment priorities, and adoption and ROI data to assess technology options, costs, and fit.
• Access Research On Industry Priorities
  Use reports and market studies to understand industry priorities, market trends, technology evaluations, peer performance, and customer contact challenges.
• Apply Insights With Analyst Guidance
  Work with analysts and advisors to apply data-backed insights, uncover opportunities, assess frontline effectiveness, and advance workforce and customer contact priorities.
• Understand Buyer Priorities And Purchasing
  Use research on buyer priorities, spending, intent, challenges, decision-makers, and purchase journeys to better understand customer contact organizations and inform sales and marketing.
• Benchmark Providers And Identify Opportunities
  Compare provider performance and market position, identify product gaps and opportunities, and use competitive context to inform business decisions.
• Strengthen Messaging And Positioning
  Apply buyer and competitive insights to refine messaging, clarify product value, and guide sales, marketing, and product teams.
• Guide Workforce And CX Improvements
  Apply research across workforce, customer experience, technology, and organizational performance topics to guide decisions and improvement priorities.

CMP Prism

CMP Prism is an analyst-led evaluation framework that benchmarks customer contact technology solutions against industry standards. CMP analysts contextualize findings for an organization using analyst analysis, user feedback, and marketplace data across ten investment criteria. Reports compare providers across technology categories and group them into five performance tiers to inform technology investment decisions.

• Compare Providers And Identify Market Positions
  See how providers compare within a technology category and understand their placement among five evaluation tiers.
• Make Confident Technology Investment Decisions
  Use analyst-contextualized evaluations and comparisons to inform solution selection based on what matters most to the organization.
• Evaluate Solutions Across CX Technology Categories
  Compare providers in customer contact technology areas including analytics, workforce management, conversational IVR, chatbots, automated quality management, and agent assist.
• Assess Providers Across Ten Investment Criteria
  Review solution providers against a consistent set of ten investment criteria using analyst analysis, user feedback, and marketplace data.
• Review ROI And Performance Before Committing
  Consider information about ROI, adoption, and solution performance before making a technology commitment.
• Gain No-Cost Marketplace Evaluation Inclusion
  Solution providers can be included in CMP Prism marketplace evaluations across covered technology categories at no cost.

CMP Certified

CMP Certified is a research-backed certification program for contact center agents, workforce managers, and organizational leaders. Powered by CMP, it validates real-world skills and competencies associated with customer satisfaction, agent satisfaction, handle time, first contact resolution, and attrition. The program is guided by CMP expert advisory insights and includes learning and development options delivered in partnership with Pathstream, such as university-credentialed certificates, coaching, AI-powered practice simulations, career guidance, exam readiness, and team growth insights.

Category: Professional Certification Services

• Demonstrate Skills That Matter
  Give agents and leaders a way to demonstrate capabilities CMP identifies as relevant to customer contact performance.
• Lift Customer Satisfaction
  Build skills associated with customer satisfaction; CMP reports that teams with CMP skills lift satisfaction by 20%.
• Reduce Team Attrition
  Develop competencies associated with workforce retention; CMP reports that teams with CMP skills cut attrition by half.
• Earn University-Credentialed Certificates
  Participants can earn university-credentialed certificates alongside CMP Certified recognition.
• Practice With Real-Time Feedback
  Use AI-powered simulations to practise skills and receive feedback in real time.
• Access Unlimited Professional Coaching
  Participants receive unlimited individual professional coaching as part of the program.
• Prepare For Certification
  Access exam readiness support and a voucher for the CMP Certified exam.
• Track Team Growth In Real Time
  Gain real-time insight into team growth and success through the program.
• Get Tailored Career Guidance
  Receive career guidance tailored to support individual development.
• Customize Programs For Enterprise Teams
  Enterprise teams can access program customizations to suit their needs.
• Showcase Certification Achievements
  Recognized certification recipients can use promotional posts and profile banners to share their achievement.

Customer Contact Week Conferences

Customer Contact Week is a global conference series for customer contact leaders, bringing together executives, practitioners, and solution providers to learn, benchmark strategies, explore technology, and build industry connections. Conferences in Orlando, Las Vegas, and Nashville feature keynotes, case studies, workshops, interactive sessions, research insights, and an Expo Hall with live demonstrations and provider meetings. Programming addresses customer experience, digital transformation, AI, workforce strategy, leadership, and operational performance.

• Benchmark Performance With Peers
  Use research-based insights to compare strategies and performance with peers and support decisions about budgets, headcount, and technology investments.
• Build Practical Improvement Plans
  Gain actionable strategies to address operational challenges and improve team performance.
• Learn From Industry Experts
  Hear real-world examples and insights from experienced leaders and experts on current challenges and emerging trends.
• Explore Technology Through Live Demonstrations
  See solutions demonstrated and meet providers to explore technologies that may address software and operational needs.
• Build Valuable Industry Connections
  Exchange perspectives with peers, connect with experts, and meet providers relevant to attendee challenges.
• Attend Conferences Across Multiple Cities
  Choose among events in Orlando, Las Vegas, and Nashville to participate in Customer Contact Week programming.
• Connect Through CCWomen Programming
  Engage with the customer contact community, build connections, and take part in programming focused on professional growth.

CCW Executive Exchange

CCW Executive Exchange is a series of invite-only, intimate events for senior customer leaders. Carefully selected attendees benchmark priorities, share candid perspectives, and discuss customer experience, operations, and technology challenges with peers. Curated one-to-one meetings match executives with solution providers based on their stated priorities and challenges, helping them compare solutions, validate approaches, and discover relevant partners. The events are designed to turn peer collaboration and focused solution discovery into actionable strategies and measurable outcomes.

• Connect With Relevant Senior Decision-Makers
  Join a selected community of senior leaders who share customer experience, operations, and technology priorities.
• Benchmark Priorities And Apply Peer Insights
  Compare priorities with other senior leaders and take away practical perspectives from peers facing similar challenges.
• Meet Providers Aligned With Your Priorities
  Connect with relevant providers based on stated priorities and challenges to evaluate potential solutions and partners.
• Compare Solutions In Focused Meetings
  Use dedicated meetings to explore ideas, compare solutions, validate approaches, and connect with relevant providers.
• Exchange Strategies And Uncover Opportunities
  Discuss challenges with peers, share approaches, and identify potential areas for collaboration.
• Build Deeper Relationships In A Smaller Setting
  A smaller attendee group creates more opportunities for meaningful conversations, professional connections, and actionable insights.
• Turn Conversations Into Actionable Strategies
  Focus discussions on benchmarking and problem-solving to identify approaches and partners relevant to attendee goals.

CCW Digital

CCW Digital is an always-on platform for customer contact news, insights, research, articles, webinars, and other resources. Its content includes original editorial coverage, analyst-backed research, market studies, reports, and expert-led sessions. Practitioners can explore content by topic and format, and registered users receive free access to the content library. Solution providers can share expertise, promote solutions, and engage qualified buyers through targeted digital campaigns, sponsored content, co-branded reports, editorial features, and webinars.

• Inform Decisions With Analyst-Backed Research
  Use research and analyst reports to understand customer contact trends and challenges and access data-backed insights.
• Stay Informed On Industry Trends
  Follow customer contact news and analysis through original editorial coverage of current issues and emerging trends.
• Learn From Experts In Live Sessions
  Hear from experts in webinars and seminar series that address industry challenges and explore practical ideas.
• Find Relevant Content By Topic And Format
  Explore curated content around specific priorities and browse multiple formats through the CCW Digital archive.
• Reach Qualified Buyers With Targeted Campaigns
  Use sponsored content and targeted campaigns to share expertise and engage qualified buyers across the CCW audience.
• Receive Weekly Industry Updates
  Keep up with relevant industry content through regular email updates.
• Access The Content Library For Free
  Register for full access to the CCW Digital content library without a stated access fee.

CCWomen

CCWomen is a professional community built by and for women leading the customer contact industry. It connects women across levels of contact center management with mentors, peers, and career resources, and hosts conversations and programming focused on leadership, team building, and career advancement. Members can access networking, events, a discussion forum, a monthly newsletter, podcasts, webinars, and the CCWomen Magazine.

Category: Professional Networking Communities

• Connect With Industry Peers
  Build connections with peers and leaders across customer contact, share experiences, and find community support.
• Advance Your Leadership Career
  Explore strategies for professional growth and advancement in customer contact.
• Join Year-Round Programming
  Participate in recurring summits, digital forums, leadership forums, and meetups.
• Access Exclusive Events
  Participate in exclusive events and curated networking, with VIP perks at CCW conferences.
• Stay Connected And Informed
  Connect and exchange perspectives in the forum and receive community updates through the monthly newsletter.
• Explore Women’s Leadership Content
  Explore content covering leadership, inclusion, career growth, and women’s experiences in business.
• Celebrate Industry Leaders
  Recognize women whose achievements and contributions have advanced the customer contact profession.

CMP partnership and sponsorship programs

CMP partnership and sponsorship programs help solution providers reach customer contact decision-makers through industry events, targeted digital campaigns, and professional communities. Opportunities include Customer Contact Week exhibit booths, thought leadership, curated one-to-one meetings with pre-qualified executives, content marketing, webinars, and community engagement. Partners can also access buyer insights and competitive intelligence to refine messaging, strengthen product positioning, generate demand, and support sales, marketing, and product teams.

• Reach Customer Contact Decision-Makers
  Connect with CMP audiences that include senior customer contact leaders, budget influencers, and decision-makers across relevant functions and channels.
• Meet Qualified Senior Executives
  Engage in focused conversations with senior executives whose stated business needs align with partner solutions.
• Showcase Solutions At Industry Events
  Present solutions through exhibit booths, live demonstrations, and direct engagement on the CCW show floor.
• Inform Sales And Product Decisions
  Use buyer and market intelligence to inform sales enablement, messaging, product decisions, and market positioning.
• Engage Buyers Throughout Their Journey
  Use CMP event, digital, and community opportunities to connect with buyers at different stages of their decision process.
• Share Expertise With Industry Leaders
  Communicate a partner's perspective and position its brand as a trusted voice with decision-makers.
• Promote Content Across Digital Channels
  Use targeted content and research promoted across CCW Digital to reach customer contact audiences and support awareness and qualified lead generation.
• Strengthen Solution Positioning
  Compare offerings with competitors and refine messaging and value propositions using market intelligence.
• Support Demand And Business Growth
  Combine industry access, research insights, and guidance to support positioning and demand generation.
• Demonstrate Technology In Digital Events
  Present technology through interactive webinars and virtual events for targeted practitioners.
• Connect With Engaged Communities
  Build connections with community members who exchange experiences, challenges, and practical approaches.