CCW Digital: Your 2023 Customer Contact Year In Review

As we inch closer to the end of Q4, closing those last minute deals, wrapping up those last lingering client projects and hopefully enjoying the last of this year’s PTO, there’s a lot to reflect on in terms of how 2023 transformed our industry this year.

RELATED: Three Years Later: How The COVID Pandemic Changed The Way We Approach—And View—Customer Service

Hybrid work, generative AI, WFM and more dominated conversations, reports, webinars and conference sessions for organizations big and small. We tackled new topics, explored more nuanced CX concerns and even said goodbye to some of the workflow concerns of the past. We hosted online events, sat behind the camera as subject matter experts, joined podcasts, highlighted seasoned CX vets, welcomed in some newcomers and built valuable relationships along the way.

RELATED: The Answer or Just Another Question? Reviewing Generative AI & the State of CX In 2023

As we prepare for a 2024 that is sure to be full of changes it’s also the perfect time to reflect on those ideas we kept coming back to in 2023. Below for your reviewing pleasure are our top content moments of 2023–and we at CCW Digital can’t wait to see what we create together next year. 

MARKET STUDIES

CCW San Antonio Presents: 2023 January Market Study - State of Contact Center Technology
2023 November Market Study: Future of the Contact Center

SPECIAL REPORTS

Securing Customer Trust in the Digital Age

ONLINE EVENTS

ChatGPT And The Future Of Customer Service

Building The Happiness Trifecta: Employee, Customer And Brand Experience

Revolutionizing CX And EX With ChatGPT And Conversational AI

ARTICLES

CX in Space? Blue Origin Is Pioneering Space Tourism For Next Gen Astronauts

Think AI Is Outperforming Agents? Amid Financial Friction, Wayfair’s CEO Disagrees

A Day In The CX Life: CCW Digital’s New Series Takes A Look At The Leaders Shaping The Future Of Customer Contact

Shake Shack Leads With Intuition And Data: How It Made The Shift From Gut-Led to Data-Driven

‘Barbenheimer’ Is A Dream Come True For Movie Theater Subscription Services, But A Catatonic Conflict For Film Fans And Employees

At CCW Excellence Awards, Inclusion, Equity And Excellence Are The Real Prize

Will Dr. ChatGPT Soon Be In The Operating Room? Board-Certified Surgeon Envision's Generative AI’s Impact On The Patient Experience

‘How Do I Network And Build My Community?’ Women of CCW Share Their Personal Struggles, Successes and Insights

Meet The Beauty Brand Using Web3 To Redefine Customer Centricity And The Customer Journey

Job Searching Is More Accessible Than Ever–But Not For Those With Disabilities

Women’s History In The Contact Center: How The Shift From Analog To Digital Would Have Been Impossible Without Them

When It Comes To The Customer Journey, This Year’s Super Bowl Commercials Prove That Customers Want Someone–Or Something–They Can Relate To

CUSTOMER CONTACT WEEK IN THE NEWS 

Gen Z Is Forcing A Workplace Reckoning That Should Have Happened Years Ago (Business Insider)

Can Customer Service Organizations Lead The Way To A 4 Day Workweek? (Solutions Review)

AMC’s New Ticket Pricing Based On Seat Location Is Not The Answer, Says Research Organization (Market Watch)

Here’s How and Why Companies Are Using AI and Digital to Transform The Future Of Customer Centricity (The Fast Mode)

'Not Much Hope For Economy Class Passengers': Airline Passengers Brace For The Big Summer Squeeze (USA Today)

How AI And Automation Impact The Future Of Work (Solutions Review)

Photo by Kajetan Sumila on Unsplash: https://unsplash.com/photos/a-close-up-of-a-cell-phone-screen-with-numbers-on-it-mis7syjThUU