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Articles

Welcome to CCW Digital's articles section, featuring everything from interviews with contact center leaders, to new customer experience research, to rants (and raves) about customer service at the top brands.

1215 article results
of 122
November 17, 2017 by Brian Cantor
brian
CRM stands for customer relationship management -- not customer interaction recording.
November 13, 2017 by Brian Cantor
brian
"Never say no to customers"? "Culture is the key to a great experience"? "Unify all contact channels"? I think we can do a little bit better than this.
November 13, 2017 by CCW Digital
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A playlist of 30 exclusive interviews, including a recent chat on contact center culture with Deb Alvord of Lenovo.
Tags: podcast | culture
November 3, 2017 by CCW Digital
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Vision (and its ramifications) is the theme on this week's CCW Digital Podcast. Tim Fischer of Colony Brands is the guest.
Tags: culture
November 3, 2017 by Andy Hanselman
AndyHansselman1
To create a better customer experience in the future, consider revisiting your past.
October 27, 2017 by Michael DeJager
Michael DeJager
Ahead of 2018, Johnny Russo of Mark's Work Wearhouse and Gene Lunger of Ashley HomeStore discuss how topics like personalization, virtual reality and e-commerce are impacting the customer engagement landscape.
October 27, 2017 by Suzanne Henricksen
 Suzanne Henricksen
Suzanne Henricksen discusses her journey at Clorox, which was powered by a love for market and consumer insights.
October 23, 2017 by Lisa Schulman
Lisa Schulman
Leaders from PetSmart, Rent The Runway, Hilton, Electronic Arts and more shared words of customer experience wisdom.
October 17, 2017 by Lisa Schulman
Lisa Schulman
We're reporting live from CCW Fall in Texas. Check out exclusive video interviews with leaders from Redbubble, Reliant and more.
Tags: ccw
October 6, 2017 by Brian Cantor
brian
"Offering" social customer care is not enough. It's imperative to do it correctly.
1215 article results
of 122