Articles
Three CX Lessons From Japan’s Omotenashi Philosophy
March 04 by London Whiting
The Japanese culture of omotenashi provides an excellent benchmark for leaders worldwide prioritizing human empathy in customer experiences.
The “Phygital” Strategy Behind The UPS Store’s Top Spot on Forbes’ List
February 26 by London Whiting
For three years, The UPS Store has ranked #1 in overall customer experience, according to Forbes
10-4 Misses the Target for Human-centric Customer Service
November 13 by Audrey Steeves
Target's 10-4 human-centered customer service initiative leaves much to be desired from customers.
Trends and Conversations from CCW Nashville 2025
November 06 by Audrey Steeves
CCW Digital analyzes the trends, themes, and predictions from CCW Nashville 2025
The Future of Workforce Management
November 05 by Audrey Steeves
Predictions and trends on the future of contact center workforce, shaped by an economic perspective.
PRE-REGISTRATION: State of CX in Higher Education
October 31 by CCW Digital
A research-driven dive into how the tech-humanity balance is evolving in higher education.
Customer Expectations Are Rising; Will You Meet This New Standard in 2026?
October 31 by CCW Digital
A preview of our upcoming webinar on Getting Ahead of New Customer Expectations.
Capacity Bridges Agent Guidance and Automation Gap with Creovai Acquisition
October 16 by Brooke Lynch
Acquisition brings real-time agent assist and automated QA capabilities to support automation leader's growing platform
New Research Webinar: Don’t Let AI Break Your Customer Relationships - Rules for Empathy in CX (Pre-Registration)
September 30 by Brian Cantor
Secure your spot in our upcoming webinar on the future of empathy and customer relationships in an AI-driven world.
The Role of Proactive CX
September 24 by Audrey Steeves
The thirst for intelligent decision-making has come with an unintended consequence: data overload.
Humanity In Retail Customer Experiences: Navigating the Risks and Rewards of AI Transformation
August 29 by Brian Cantor
Technology may be changing where and how retail interactions take place, but it is not affecting the why. It is not diminishing the importance of forming lastin
The New CX: Real Stories of Success
July 31 by CCW Digital Editor
Explore real-world CX wins in Five9’s 2025 Customer Success Book—featuring case studies that drive results, not rhetoric.
