Our readers are action-oriented and results-driven: they do not simply want to learn about challenges — they want to leverage innovative thinking to achieve unprecedented success. As a result, we introduced the CCW Digital Special Report series to transform today’s challenges into tomorrow’s opportunities. Featuring insights from world-class executives and exclusive research, the reports dive deeply into pressing CX and contact center topics. New reports - each focusing on a unique topic - will be published twice monthly.
The first CCW Digital Special Report focuses on customer engagement.
Engagement is the ultimate “moment of truth” when it comes to the customer experience. It is how organizations achieve loyalty from customers and separation from competitors.
Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:
- 5 facts about today’s customers
- Top 5 customer demands when interacting with a business
- 3 keys to successful proactive engagement
- New standards for agent performance
- Adapt to the customer’s issue and personality
- Engagement as a data source
- CCW Digital’s 5-Step Customer Engagement Toolkit