Articles
Top Headlines In Customer Contact News This Week | Week of 11/20/2023
November 20 by Wandy Felicita OrtizCustomer appreciation is front and center, holiday travel faces CX risks, and Black Friday buying is in full swing.
A Day In The CX Life With CCW Digital: Meet Alyssa Del-Valle, Client Relationship Specialist at Macmillan Learning
November 17 by Wandy Felicita OrtizA CX and comms pro shares how her knowledge in publishing, hospitality, and entertainment influences her customer contact workflow.
Top Headlines In Customer Contact News This Week | Week of 11/13/2023
November 13 by Wandy Felicita OrtizCS via SMS is trending, the government speaks up about AI, and IRS CX is down the tubes.
Top Headlines In Customer Contact News This Week | Week of 11/6/2023
November 06 by Wandy Felicita OrtizChatGPT Hits 100M weekly users, organizations prioritize gender equity, employers see new hiring trends
7 Motivational Messages For Contact Center Leaders Learning About Generative AI
November 03 by Wandy Felicita OrtizWith new technologies come new ways of thinking, new sources of motivation, and new ways to collaborate across teams. Dr Radhika Dirks, CEO & Founder of Ribo AI, knows firsthand.
Webinar Highlights: Optimize Your Workforce In A Digital-First CX Landscape
October 31 by Brian CantorLooking back on two of our standout October webinars, which are still available to watch on-demand.
Top Headlines In Customer Contact News This Week | Week of 10/30/2023
October 31 by Wandy Felicita OrtizSouthwest sees a CX fail, artists vs. AI, and PX takes a nosedive.
Top Headlines In Customer Contact News This Week | Week of 10/23/2023
October 27 by Wandy Felicita OrtizHotels have their CX moment, fast foos gets an AI makeover, and auto workers go on strike.
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
CCW Digital Highlights: Top Discussions on CX Trends Today
September 29 by Brooke Lynch2023 has been a big year for CX leaders thus far, with the introduction of generative AI, the ever-increasing customer expectations and shift to customer-centric strategies, there has been plenty to cover in CCW Digital content. Here we unpack top CX conversations this year.
Generative AI, Who? What's the Next Big Thing in CX?
September 29 by Brooke LynchGenerative AI isn’t the only technology to pay attention to. While it may be the most apparent right now, there are other tech trends that are poised to change contact center operations and ultimately impact future experiences.
Exclusive Look: Breaking the Chains of the Traditional WFM Paradigm
September 29 by Brooke LynchCustomers expect to engage whenever and wherever — in the digital age, customers are interacting with brands across channels and following their own journey to support. Navigating this new environment has often been a challenge for contact center leaders.