Event Coverage

CCW Orlando 2026

The premier event for customer contact and CX professionals, featuring keynotes, workshops, and networking opportunities focused on the future of customer experience, AI, and contact center innovation.

Location

Orlando, FL

Date

January 21, 2026 - January 23, 2026

Content

5 Posts

Event Timeline

All coverage and insights from this event

interviewJan 22 at 10:59 AM CT

From 50% Attrition to Single Digits: The Coach Who Built Symtrain

Symtrain CEO Dan McCann shares how a call center attrition crisis and a lifelong passion for coaching led him to build a platform that helps millions practice their way to confidence.

Dan McCann

CEO and Chief Learning Officer, Symtrain

interviewJan 22 at 10:34 AM CT

Beyond Conversational AI: Why Agent Training Needs the Full Customer Journey

Symtrain CTO Scott Drake explains why training simulations must combine dynamic conversations with real application workflows to truly prepare agents.

Scott Drake

CTO, Symtrain

interviewJan 22 at 10:21 AM CT

A Student's View: Bridging Global Business and the AI Revolution in Academia

Day Kim, a global management master's student, shares her perspective on entering the workforce and how AI has transformed every aspect of academic life.

Day Kim

Masters Student, Thunderbird School of Global Management (ASU)

interviewJan 22 at 10:21 AM CT

From Agent to Intake Manager: Catching Problems Before They Pile Up

Elitsandro Deleon shares how his agent background shapes his management style and why catching issues early is the key to contact center success.

Elitsandro Deleon

Intake Manager

interviewJan 21 at 12:03 PM CT

Knowledge Management: The Foundation for Consistent Customer Experience

John Freitas discusses how centralized knowledge management platforms eliminate channel inconsistencies and cut guided conversation creation from hours to seconds.

John Freitas

Senior CX and AI Strategy Director at Vesuvitas

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