Customer Insights & Analytics
424 results
of 39
Contributor: Paco Underhill
Posted: 09/11/2017
Paco Underhill
Paco Underhill, author of "Why We Buy," discusses customer motivations -- and how those drivers have changed over the years. Full Content »
Contributor: Brian Cantor
Posted: 09/01/2017
CCW Fall Report
The days of customers enduring bad experiences are over. Customers are demanding better interactions, effortless and accurate information on the very first contact, and for businesses to understand their specific profiles and personalities. Full Content »
Contributor: Brian Cantor
Posted: 08/18/2017
brian
"Standard responses" are bad for customers AND for the business. Full Content »
Contributor: Lisa Schulman
Posted: 07/24/2017
Lisa Schulman
Rent The Runway CEO Jennifer Hyman talks about disrupting the fashion industry and breaking down barriers in the business world Full Content »
Posted: 06/21/2017
With modern, multichannel analytics technology, contact centers can uncover the trove of customer insights buried in millions of calls, emails, texts, Tweets and chats—and share them across the enterprise. However, many organizations don’t have the staff to devote to get the most value out of an investment in analytics tools. Full Content »
Contributor: CCW Digital
Posted: 06/09/2017
ccwd vertical logo
Choice Hotels' Hui Wu-Curtis, a finalist for CX leader of the year, talks about rethinking contact center quality, acting based on the voice of the customer and fostering a customer-centric environment. Full Content »
Contributor: Nate Brown
Posted: 05/18/2017
Nate Brown
DiSC can elevate interactions with customers and employees. Full Content »
Posted: 05/12/2017
Michelle Brigman
Michelle Brigman, director of customer listening and engagement, reveals how customer listening has helped Citi elevate its experience. Full Content »
Contributor: Blake Morgan
Posted: 04/24/2017
Blake Morgan
Customers are not responsible for fixing your broken customer experience. Full Content »
Contributor: Jason Karaman
Posted: 03/20/2017
jason
People do not want to be sold to, but they do want to buy. As a salesperson or a phone representative, sincerely HELPING them make the best decision will yield more sales, a lower cancellation rate, and a higher caliber customer experience. Full Content »
Contributor: Jason Karaman
Posted: 02/13/2017
jason
There are words that might seem benign and OK to say that are actually extremely detrimental. These words put the audience in the incorrect state of mind and will have them focusing on the negative. Full Content »
424 results
of 39
Contributor: Brian Cantor
Posted: 09/01/2017
CCW Fall Report
The days of customers enduring bad experiences are over. Customers are demanding better interactions, effortless and accurate information on the very first contact, and for businesses to understand their specific profiles and personalities. Full Whitepaper »