2290 results
of 153
Lessonly

Scaling the Customer Experience

Published:
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 customer experience—all while powering change at scale... Read More

Stephanie Mercurio

Modern Shopping For The Modern Man: Nordstrom Launches New Physical Store In Digital World

Published: Tuesday, April 24, 2018
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 putting yourself together to leave the house and... Read More

Deborah Beckwith

GDPR, Facebook Bring Customer Data Protection Into The Limelight

Published: Monday, April 23, 2018
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 Trans Atlantic Consumer Dialogue (TACD) wrote a... Read More

Raju Nair

Podcast: DBS Bank On Creating The RED Experience

Published: Monday, April 23, 2018
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 customers' needs.In its quest to solidify itself as a bank... Read More

Outsourcing

Special Report: Outsourcing

Published: Tuesday, April 17, 2018
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 experience is one business function in which corners... Read More

Nice Thumb

4 Pillars Of A Great Customer Experience Centre

Published: Monday, April 16, 2018
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 research identifies disintegration as the #1 agent complaint... Read More

brian

CRM Roadmap: 11 Steps To Better Customer Relationships

Published: Monday, April 16, 2018
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 contact center investments.One considering a new CRM tool,... Read More

ccwd logo 100x100

5 Key Findings From The Contact Center Performance & Metrics Study

Published: Monday, April 16, 2018
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 to -- achieve their key customer experience... Read More

Jim White

Podcast: Emotions In The Customer Experience

Published: Monday, April 16, 2018
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 strategies.  They are subject to different regulations... Read More

ServiceNow

Top 5 Ways Great Customer Service Leaders Deliver Amazing Experiences (for Customers and Agents)

Published:
Improving the customer experience continues to be a priority for most organizations and a necessity for digital transformation. Great customer service leaders recognize that success starts from within the company with its people, processes, and... Read More

brian

5 Things Contact Centers Think They're Doing Right

Published: Monday, April 09, 2018
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 the solutions in which they need to invest?Granted, that... Read More

brian

7 Signs Of A Great Voice Of The Customer Strategy

Published: Monday, April 09, 2018
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 of your own customer experience strategy.... Read More

Marc McAllister

Podcast: Harley Davidson On Social Media, Brand Reinvention

Published: Monday, April 09, 2018
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 normal.In the new CCW Digital podcast, Harley... Read More

brian

Reducing Customer Effort In 10 Easy Steps

Published: Monday, April 02, 2018
With its special report series, CCW Digital offers you access to a complimentary library of in-depth briefings on the hottest customer contact topics.  The biweekly reports feature analysis from our expert CCW Digital team, commentary from industry-... Read More

Brand Reputation

Special Report: Brand Reputation

Published: Monday, April 02, 2018
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’s reputation.How can you ensure that impact is... Read More

2290 results
of 153