Mark Beaumont broke the world circumnavigation cycling record -- twice.Who better, therefore, to discuss the importance of goal-setting, practice, and perseverance in the business world?Whether your c...

Do not ignore these 7 CX trends when building your workforce management strategy.

New CCW Digital Podcast featuring Cheryl China of Citizens BankIf you want to succeed as a customer contact leader, you need to listen.Listen closely to customers.  Join specific calls whenever possib...

No, they may not know the phrase "era of customer centricity."  They may not appreciate the extent to which our community is focusing on effortless, personalized, omnichannel experiences that mak...

As they worked to create a more customer-centric experience, Angela Hunter and her team at Prudential reflected on three crucial keys to success:Customer journey-mappingModern performance measurementS...

After decades of struggling for buy-in, the customer experience function has finally started to secure a seat at the executive table. Organizations are increasingly appointing “chief customer officers...

Personalization is a paramount demand in today's era of customer centricity.  It is particularly important for UBS Wealth Management, which is handling high-stakes issues for high-value clients w...

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue.Intermediary metrics, however, play an immensely important role in...

The following first appeared in CCW Digital's special report on the frictionless experience.====In a rather ironic scenario, agent-assisted interactions often require substantial effort from customers...

Article by CCW Digital contributor Stephanie MercurioModern Shopping for the Modern ManIn an age where you have access to the world at your fingertips with just a few clicks, it’s temping to forego pu...

It is not enough to deliver a great customer experience in a broad sense.  Your customer experience should have an identity.  It should communicate who you are -- and why you align with your...

Insofar as Facebook’s customer data issue emerged while the marketplace was fixated on GDPR compliance, it should come as no shock that some are connecting the two concepts.Earlier this month, the Tra...

Should outsourcing have a role in the era of customer centricity?Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer exp...

Customer experience leader Jim White has worked in the casino/gaming environment.  He has also worked in the patient care space.The two industries naturally warrant different customer experience...

CCW Digital recently released its Market Study on Performance & Metrics.Signposted by the name, the report provides an in-depth look at how organizations are planning to -- and should be planning...

Contrary to contact center convention, "people, processes, and technology" are not standalone concepts.  They must all take center-stage as businesses explore how to make the most of their c...

The effects of uneven CX are felt not just among customers, but they also make it difficult to harness the workforce to take part in the tech evolutions as they occur.  Indeed, CCW Digital r...

Yes, Harley Davidson predates the rise of social media.But it is also a storied brand with a passionate community of customers.  That reality lends itself to success in today's new, social-driven...

In addition to sharing insights from our research and commentary from our team of expert contributors, CCW Digital Special Reports often include "assessment" tools that help you determine the efficacy...

Customer management discussion generally focuses on what contact centers need to do better.  What are the challenges they need to address?  What are the changes they need to make? What are t...

Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’...

There are some clear, simple steps all businesses can take in their quest to decrease customer effort and increase customer delight.