Articles
Advising The Fortune 500 On How To Adopt AI To Enhance CX And EX
January 09 by Kimberlee WestFor Fortune 500 companies, having a “people plan” is just as important as having an AI plan. And the people plan expands beyond the idea of right sizing.
Top Headlines In Customer Contact News This Week | Week of 1/8/2023
January 08 by Wandy Felicita OrtizGoogle, Meta face court dates, Nike ends its biggest brand partnership, and airlines face an unfortunate start to 2024.
Put Plans Into Action: What to Consider When Adopting Generative AI in the Contact Center
December 20 by CCW Digital EditorIf there's one thing that is certain about the state of customer experience, it’s that generative AI is here to stay. Its incredible growth over the past year has resulted in a major uptick in its presence in the CX spaces across industries...
CCW Digital: Your 2023 Customer Contact Year In Review
December 19 by Wandy Felicita OrtizHybrid work, generative AI, WFM and more dominated conversations, reports, webinars and conference sessions for organizations big and small.
How CAI and Talkdesk are Supercharging Contact Center Efficiency with Gen AI
December 15 by Brooke LynchAs a part of the Future of the Contact Center series, Amy Payne, Global VP of Customer, Partner and Events Marketing at Talkdesk and Tom Grosso, Executive Director, Service Desk at CAI, joined to discuss contact center efficiency with generative AI.
CCW Digital Highlights: Top Webinars on Data Driven CX
November 30 by Brooke LynchCCW Digital top webinar highlights on data, analytics, AI and emerging technology. In partnership with Freshworks, we cover the leading use cases and trends for AI and analytics in 2023.
Charting A New Course In Customer Contact Innovation: My Journey To CCW Digital
November 27 by Chad J. WindheimCCW Digital's newest contributor sets his sights on narrowing the CX gap between automation and personalization.
Customers Warned Of Cyber Monday Scams During Holiday Shopping Frenzy
November 27 by Wandy Felicita OrtizCyber Monday sales are at an all-time high, and so are opportunities to get tricked into selling your personal data.
Top Headlines In Customer Contact News This Week | Week of 11/27/2023
November 27 by Wandy Felicita OrtizCCW Digital's newest contributor, SaaS's hottest companies and generative AI's latest struggles.
Meet The Beauty Brand Using Web3 To Redefine Customer Centricity And The Customer Journey
November 22 by Wandy Felicita Ortizkiki.world is the first Web3 beauty brand where products are created based on customer polling and interest, and then exist in the metaverse by way of a commemorative product NFT.
What We’re Thankful For: Growing In Gratitude At Customer Contact Week
November 22 by Wandy Felicita OrtizOn the day before many of you gather with friends, family and loved ones to reflect on all the good that has transpired over the past year and to share our hopes for the future, our team here at CMP wishes to do the same for you.
CCW Digital Exclusive: Shapermint's Customer Care Director Shares How The Brand Keeps CSAT Scores High
November 20 by Wandy Felicita OrtizLorissa Ancheta, Customer Care Director for the ecommerce shapewear DTC company Shapermint talks customer centricity, chatbots, retail and more.