Articles
Giving Meaning To High-Tech Terms: What AI And Digital Mean For The Future Of The Contact Center
September 20 by Wandy Felicita OrtizCCW Digital’s August Market Study highlights customer contact’s top challenges and goals in the age of high-tech CX.
How LinkedIn is Using Generative AI to Let Customers In
August 17 by Brooke LynchPromptly after generative AI-powered ChatGPT was released to the public, on November 22, 2022, executives at LinkedIn realized it was going to be influential. However, this discussion was nothing new for Hobson Powell, VP of Global Support. Unpack how LinkedIn has been using AI to optimize CX.
Supporting Pets During An Emergency Can Be Hard. But For Chewy, It’s A Walk In The Dog Park
August 03 by Wandy Felicita OrtizI thought Chewy success stories were an over-exaggeration. Then I became a part of one.
A Day In The CX Life With CCW Digital: Meet Emily Stubbs, Associate Director of Customer Service At Pair Eyewear
July 28 by Wandy Felicita OrtizIn this daily log we meet Associate Director of Customer Service Emily Stubbs, who shares how she facilitates training and QA programs alongside BPO relationship management.
‘Barbenheimer’ Is A Dream Come True For Movie Theater Subscription Services, But A Catatonic Conflict For Film Fans And Employees
July 26 by Wandy Felicita OrtizMoviegoing has become a Barbie world of customer experience, and a battlefield for creative confrontation..
According To The Internet, Twitter X Is A Recipe For Branding And CX Disaster
July 24 by Wandy Felicita OrtizTwitter users opening the social media platform today are being met with an unsurprising but sudden change: after 17 years the brand’s iconic blue bird is no longer.
Are Experiences are on the Decline?: New Research on Rising Expectations in 2023
July 21 by Brooke LynchCustomer expectations have seemingly outpaced experiences. Today’s customers are looking for more from their favorite brands and are often disappointed by the current state of experiences. CCW is unpacking the key drivers of dissatisfaction to forge a path forward in the new seminar series.
Think AI Is Outperforming Agents? Amid Financial Friction, Wayfair’s CEO Disagrees
July 19 by Wandy Felicita OrtizFurniture e-retailer Wayfair CEO Niraj Shah sees AI as what allows the company to not just follow the CX curve, but build a future where AI pushes products forward.
Customer Experience At A Snapshot: What You Need To Know Right Now
July 19 by Wandy Felicita OrtizWith an opportunity to access information integral to organization decision making processes, this CCW Digital Market Study is what you need to make sure that employee retention and customer centricity remain at the forefront of your business plans.
With Meta's Threads, Social Media Users Face Peak Digital Burnout, Content Confusion
July 07 by Wandy Felicita OrtizIn the social media arms race between Mark Zuckerberg’s Meta (formerly Facebook) and Elon Musk’s Twitter, a new channel has entered the war: “Threads."
At CCW Excellence Awards, Inclusion, Equity And Excellence Are The Real Prize
July 03 by Wandy Felicita OrtizEach year, the CCW Excellence Awards recognize the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession.
#21 HOW TO BE A WOMAN IN TECH with Kathryn Murphy
June 09 by Grace GilbertWomen in tech are changing the game. Kathryn Murphy, SVP of Product and Design at Twilio, is here to tell us all about it.