Articles
Are Online Sports Betting Platforms Protecting Customers?: Privacy vs. Protection in Online Gambling
April 17 by Brooke LynchIn March, seven of the largest U.S. legal mobile gaming companies made this a reality by launching an independent trade association to promote a new industry-wide best practices charter. Here we cover some of the implications this initiative may have on consumer protection.
The AI-Savvy Agent of the Future: How To Prepare Your Workforce For Digital Success
April 12 by Wandy Felicita OrtizThe agent of the future may not get here today, but organizations can start laying the framework for a tech-savvy, empowered workforce now.
How Nvidia is Powering AI Innovation and Augmenting Experiences at Lowe's and L’Oreal
April 04 by Brooke LynchNvidia, a world leader in artificial intelligence computing, kicked off its developer conference last month to announce new platforms, partnerships and AI-developments in 2024. Here we share how 2 leading brands are partnering with the tech company to enhance innovation and improve experiences.
When It Comes To Gen AI Don’t Just Worry About C Suite Buy-In. Prioritize Getting Your Team On Board
April 04 by Wandy Felicita OrtizThe presence of Generative AI in the contact center will prepare the agents of today to be the exemplary employees of the future. Leaders will want to be strategic in their financial moves and choose the tools they bring to their employees with care.
Top Headlines In Customer Contact News This Week | Week of 3/18/2024
March 20 by Wandy Felicita OrtizThe AI revolution is being televised, 'money dysmorphia' enters the economic lexicon, and customer dissatisfaction at Walmart gets tense.
How Wells Fargo Adapted their Tiered Service Model to Address Customer Needs
March 20 by Brooke LynchHeather Magaha from Wells Fargo discussed her organization’s transition from a traditional service model to a four-tiered model. After facing external pressures from the great resignation, the company knew it was time to update their service strategy.
Insights from Marriott's Journey to Becoming the World's Favorite Travel Company
March 13 by Brooke LynchIn her presentation at the CCW Executive Exchange in Chicago, Karen Mitchell, Senior Director of Product Management at Marriott, shared insight on the brand's transformation journey to enhance the agent desktop and deliver memorable experiences to travelers across the globe.
Knowledge Management For Next-Generation Customer Experiences
March 13 by Wandy Felicita OrtizAt a time when organizations are operating at round-the-clock omnichannel capacity, being able to reference information in real-time is critical to maintaining efficiency in the contact center and providing exceptional customer service.
Top Headlines In Customer Contact News This Week | Week of 3/11/2024
March 13 by Wandy Felicita OrtizAirbnb addresses security concerns, Pintrist pins down AI, and customers share their must-have brands.
Intentional CX And Leveraging AI: How Duolingo Uses Language To Create Impactful Learning Experiences
March 09 by Wandy Felicita OrtizDesigning an omnichannel customer experience with purpose and intention, especially when it comes to the usage of AI.
Rihanna and Taylor Swift Won The Last Two Super Bowls; Here's How You Can Win Customer Loyalty
March 05 by Brian CantorThe Kansas City Chiefs may have earned the Lombardi Trophy, but they were not the only winners at this year’s Super Bowl. CCW Digital, STAUD, and Meltwater look at the celebrities and brands who have also been victorious at the big game.
A Day In The CX Life With CCW Digital: Laura Shrago, Graphic Designer At The Financial Times
March 04 by Wandy Felicita OrtizA graphic designer for a finance news publication shares how her creative skills help amplify the customer experience for the brand's readers and subscribers.