Register for this free webinarIn 2017, there were 1,579 data breaches, compromising 179 million records and costing breached companies an average of $3.62 million.   Credit card information is highly...

IDP matches students to tertiary education around the world. Their team of counsellors help students to find the best course for them, they also provide assistance with university applications and vis...

The digital era has brought with it technologies that can help businesses provide the rapid, personalized, and efficient customer support experiences today’s customers expect. Join Brian Cantor, Princ...

On the one hand, businesses know they must "compete on the customer experience."  They must keep tabs on what their competitors - and, really, all businesses - are doing.On the other hand, they c...

Webinar: Supercharging Your Client Success Tech Stack Using Voice-of-Customer DataWhen: Tuesday, June 5, 2018Time: 2PM ET / 11AM PT / 6PM GMTJoin this panel-led webinar examining the 7 parts of a...

“Right idea, wrong execution.” Few quotes more accurately describe the big challenge facing customer contact leaders. Most of these leaders – and many of their businesses – fundamentally understand...

It's not about the low-hanging fruit. It's about finding the right fruit.

Your agents may be smart. They may have a thorough grasp of your products, scripts and policies. But are they “intelligent”? Do they have the insight and capability needed to provide customers with...

This webinar is provided by Lessonly.Customer service is changing at a rapid pace. Forward-thinking customer service teams must serve customers faster, drive consistent support, and elevate the custom...

Her new book is called “Would You Do That To Your Mother?”  Her previous best-seller features the title “I Love You More Than My Dog."It should, accordingly, come as no surprise that Jeanne Bliss valu...

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...

The customer experience is everyone's concern.

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

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You...

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...