Customer Experience
The contact center is one part of a bigger whole: the customer experience. Learn which factors most impact the CX, and which brands do it best!
Top News in Customer Contact Today
December 09 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in December 2024.
The Rise and Fall of Spotify Wrapped
December 05 by Audrey Steeves
2024 Spotify Wrapped leaves users disappointed and missing the "old Spotify."
Anticipating the Effect of DOGE on Federal CX Initiatives
December 02 by Audrey Steeves
We may soon take for granted the ever-improving customer service provided by the US federal government.
Top News in Customer Contact | Week of 12/2/2025
December 02 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in December 2024.
Measuring Customer Experiences with the Black Friday Barometer
November 26 by Audrey Steeves
E-commerce has led to diminished levels of in-person shopping, hollowing Black Friday of its significance.
Top News in Customer Contact | Week of 11/25/2024
November 25 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in November 2024.
Key Takeaways and Lessons from CCW Nashville 2024
November 04 by Audrey Steeves
CCW Nashville connects customer contact leaders for a few days of learning, networking, and ideating.
False Charges, Poor Communication, No Wow Factor: Reflecting On My Horrible Travel Experience
November 01 by Brian Cantor
Booking a New York City hotel proved to be a nightmare, with three brands failing to deliver an empathetic, transparent, omnichannel customer experience.
Pre-Register: How to Achieve True Customer Autonomy
October 31 by Brooke Lynch
Pre-Register for our upcoming How-To Guide: How to Achieve True Customer Autonomy. You'll get first access to the report upon its release.
Pre-Registration: The Final Part Of Our Contact Center Elevation Series (Redefining The Contact Center)
October 31 by CCW Digital Editor
Pre-Registration: The Final Part Of Our Contact Center Elevation Series (Redefining The Contact Center)
Genesys Global research report The State of Customer Experience
October 31 by CCW Digital Editor
Almost half of organizations can’t keep pace with shifting customer expectations. But what do consumers want? And what big bets should organizations make to sta
Personalization: At What Cost?
October 30 by Audrey Steeves
As competition around CX grows more fierce, companies must avoid these pitfalls of personalization.
