2309 results
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retail cx updated

Special Report: Retail CX

Published: Tuesday, January 16, 2018
The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant... Read More

jpompei2

Podcast: Electronic Arts On The Importance Of Personalization

Published: Tuesday, January 16, 2018
No two gamers are created equal.  Teenagers play video games, but so too do their parents and grandparents.As a result, a company like Electronic Arts cannot make basic assumptions about its customers.  It needs to understand its individual... Read More

brian

American Airlines To Compensate Customers In-Flight; 6 Reasons Why It's A Good Idea

Published: Tuesday, January 16, 2018
Late last week, American Airlines announced a new program that allows flight attendants to instantly gift passengers miles in the event of in-flight inconveniences.The endeavor is not necessarily novel.  Companies like Zappos famously empower... Read More

Steve DiGioia

7 Tips For Being More Assertive (And Successful) In Customer Service

Published: Monday, January 08, 2018
Being assertive is challenging for many individuals.It can be a particularly daunting task for customer service representatives.  Not simply restricted by their own ability to be assertive, these individuals also dwell on how their assertiveness –... Read More

Hadi Irvani

Podcast: Peach Dish Founder On Sharing His Passion With Customers

Published: Monday, January 08, 2018
For founder Hadi Irvani, the Peach Dish meal preparation service is not merely a business opportunity.  It is a way to share his own passion with customers.In a new CCW Digital podcast, Irvani reveals that he always enjoyed throwing dinner parties... Read More

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Special Report: 2018 Predictions - LINK ONLY

Published: Thursday, January 04, 2018

2018 predictions

Special Report: 2018 Customer Contact Predictions

Published: Tuesday, January 02, 2018
Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.As 2018 unfolds, will any of those topics fade... Read More

Kustomer

The State of Customer Experience 2018

Published:
While 82% of US companies report that they are customer centric, only 18% of US customers agree. Meeting these expectations and needs requires a lot of work: time, money, effort, and resources, but in 2018, it’s more crucial than ever for companies... Read More

Lynn Skoczelas

Podcast: Sharp Healthcare's Chief Experience Officer On "Experience vs. Service"

Published: Tuesday, January 02, 2018
In the latest edition of the CCW Digital podcast, Sharp Healthcare's Lynn Skoczelas discusses the difference between "experience" and "service."Insofar as her job title is "Chief Experience Officer," do you care to guess which one she prefers?... Read More

brian

Top Content of 2017: Stop Arguing With Customers, 7 CX Tips, 20 Great CX Quotes, More

Published: Monday, January 01, 2018
We’re pleased you are part of the CCW Digital Community.  We are honored you choose CCW Digital to gain insight into the challenges – and opportunities – facing customer contact professionals.We’re thrilled to confirm that we will amplify our effort... Read More

brian

10 Skills All Great Contact Center Leaders Need

Published: Tuesday, December 19, 2017
An organization can embrace a vision of customer centricity.  It can hire talented customer service representatives.  It can invest in a plethora of innovative tools and technologies.These positive qualities are for naught, however, if the... Read More

Brad Nichols

Dun & Bradstreet Leader: Humanity Remains Important In The Contact Center

Published: Tuesday, December 19, 2017
As organizations establish their budgets and strategic plans for 2018, artificial intelligence is naturally taking center stage.AI and automation solutions - including chat bots - have gained considerable attention over the past year.  In 2018,... Read More

personalization

Special Report: Customer Experience Personalization

Published: Friday, December 15, 2017
Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.Businesses are not, however, universally delivering customer... Read More

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Special Report: CRM - LINK ONLY

Published: Friday, December 15, 2017

2309 results
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