Customer Insights & Analytics
To connect with customers, you need to understand them. Topics include journey mapping, voice of the customer, customer analytics, CRM, and more.
Navigating New Regulations on E-commerce Reviews
August 29 by Audrey SteevesAs society shifts to a digital-first approach, government regulatory bodies have been struggling to keep up with changes in the way information is disseminated
New Report On Airbnb Customer Service Horror Stories Causes Shares To Fall
April 07 by Wandy Felicita OrtizAirbnb’s shares in the stock market fell in value as much as 6% on Thursday after The Bear Cave, a newsletter publication that describes itself as dedicated to “exposing corporate misconduct,” release...
The Home Depot Faces Criticism after Sharing Customer Data: Let's Talk Consent in the Digital Age
February 17 by Brooke LynchTo deliver better experiences and interactions that feel personalized and meaningful for customers, brands rely on data. But, when it feels like boundaries are crossed, however, high levels of persona...
Special Report: Customer Insights
July 30 by Brooke LynchCCW Digital research found that 65% of companies now place more importance on the customer experience than they did prior to the COVID-19 pandemic, and addressing changing customer behaviors and deman...
Special Report: Leveraging Contact Center Analytics
March 30 by CCW DigitalFeaturing first-hand insights from Mastercard’s CMO, Microsoft’s COO of Customer Experience and Success, and Dialpad’s VP of Customer Success, as well as CCW Digital’s latest research, this Special Re...
How-to Guide: How To Leverage Actionable Customer Analytics
March 08 by CCW DigitalNow more than ever, companies that leverage data for the consumer’s benefit have a real opportunity to differentiate by targeting not only what is possible or likely, but what is compelling on a deepe...
Webinar: What’s Next For The Call Center: Use NLP To Turn Data Into Insights In The Course of This Year
February 25 by CCW DigitalConversational AI has turned from a future-looking technology to a foundational one - but are you ready to take the next step? Enter AI search and analytics. Register for this webinar to lear...
Special Report: Actionable Analytics in a New Era of CX
January 22 by Brian CantorIn an era in which the drivers of customer satisfaction can change in an instant and teams are more disconnected than ever before, contact centers require real-time insights and guidance to meet consu...
Don't Fear Customer Brand-Switching, Embrace It
December 09 by Brooke LynchCustomer behaviors and brand allegiances can change at a moment’s notice, which means their long-term business cannot be taken for granted. Companies need to aim for a higher standard of loyalty: one...
Webinar: How to Deliver Hyper-Personalized Interactions with AI and Analytics
December 02 by CCW DigitalSpecial Report: Turning Customer Feedback into Action
September 24 by Amanda CaparelliToday’s customers want to know that you care. They want to see that their opinions are valued, and that the brands they interact with are putting in the time and effort to analyze customer feedback. H...
Programmer Makes Claims Of Systematic Flaw In Uber Eats Pay Structure
August 26 by CCW Digital"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."