The CCW Winter 2017 Game Changer

debbi fields

When Good Is Never Enough

9:00AM, Wednesday, January 18, 2017

Debbi J. Fields, Founder & Chief Cookie Lover

Mrs. Fields Cookies

Debra (Debbi) J. Fields epitomizes the American dream. From America's cherished tradition of humble beginnings, she launched what has become one of the nation's most visible, successful dessert empires.

She is one of the few innovators and entrepreneurs to see their name become a product brand symbol of quality that is known and revered worldwide. Few dream achievers (Ford, Edison, Bell among them) live to enjoy such well-deserved acclaim.

The 2017 Speaker Faculty


Serena Smith

Chief Client Officer


Adam Boelke

Vice President, Operations
American Water Resources


Diana Oreck

Executive Vice President, Owner Experience
Netjets, A Berkshire Hathaway Company


Denise Pullen

Head of Operations Design & Learning Global Contact Center - Omaha


Justin Chase

President, CEO
Crisis Response Network


Kathryn Churches

Head of Customer Experience
American Family Insurance


Aaron Taylor

Vice President of Customer Care


Prashant Bhat

Cigna University


Lawrence D. Green, PMP

Head of Contact Center Operations
Abbvie Pharmacy Solutions


Erin Ackles

Associate Vice President Phone Channel
TD Bank Group


Christina Brandon

Director of Production – MRx


Cheryl China, SVP

Head of Contact Center Escalation Teams
Citizens Bank

Why Call Center Week Winter?

The magic of CCW is the combination of conference & expo. The robust conference inspires your next steps and the expo moves you from inspiration to actualization.



The Call Center Week Winter Conference is where the customer care community comes together for all things customer service. Be inspired by guest speakers, keynote sessions, new technologies and a variety of learning formats to imagine a new future. You’ll be jazzed, inspired, and refreshed to take on what’s next.



Workshops, keynote sessions, site tours, lunch n learns, meet-ups provide you with the tools and insight needed to super-charge your customer experience operation. You’ll leave New Orleans with what you need and ready to implement on Monday. Now that’s a conference worth the value!



CCW FOMO* is real. Not just about the conference sessions but connecting with the rest of your community. Each year, the Call Center Week event series welcomes customer care leaders to spend an entire week to network, learn, and have some fun. (*FOMO=Fear of missing out)

Bring Your LatAm Counterpart to NOLA!

CCW Latin America Co-located with CCW Winter

CCW LatAm logo


Esteban Arce Riqu

Director of Contact Center
Wyndham Worldwide


Fernando Straminsky

Former VP of Customer Experience & Churn Management
DirecTV Latin America


Zenaido Torres

Global Care Director & Site Leader, Mexico Regional Operations Center
Western Union


Helmut Cervantes

Seller Support Operations Leader


Marcelo Ceruso

VP of Client Solutions
Grupo TV Cable


Ernesto Navas

Global Operations Leader
Sabre Travel Corporation

New Keynotes. New Experiences. New Orleans.

NEW! Ritz Carlton Leadership Center

the ritz carlton

KEYNOTE: “Memorable Customer Service” – Ritz-Carlton Premier Service Techniques

Jim Oliver, Speaking Ambassador on Cultural Change

Ritz-Carlton Leadership Center

Hear about The Ritz-Carlton method for fulfilling not only the expressed but also the unexpressed wishes and needs of your customers.

What You Missed Last Year

Speaker at Call Center Week Winter

Get the inside scoop on what happened, conversations that took place, and examples on how companies are improving their customer service operation.

Download Post Show Report

Get Down to Business Then Just Get Down

Want to smash your business development targets in 2017?

From leading a workshop, roundtable discussion, to hosting a cocktail party, we have you covered. The CCW team works with you to build a sponsorship package that makes sense to you and your company’s goals.

Sponsorship Opportunities

Speaker at Call Center Week Winter
Sponsors & Exhibitors
Media Partners