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A Look Back: Top Content from CCW Digital in 2018

Kindra Cooper

customer experience articles

Omnichannel customer experiences, human-centered design thinking, investing in self-service and automating CX – these are just a few of the exciting evolutions in customer contact management that we saw firsthand and covered in CCW Digital this year. We’re honored to have you as part of our community, and we can’t wait to introduce you to some exciting new editorial products in the coming year.

You’ll see more multimedia content, including audio interviews with some of the world’s foremost CX executives, and more commentary from our team of expert contributors. In addition to our bestselling Special Reports, we’ll provide training and “how-to” guides to help you navigate the ever-evolving, always challenging world of customer contact.

With that said, take a look back at 5 of the most-read articles of 2018:

1. A Crash Course in Speech Analytics: How It Works, Why You Should Use It

Beyond helping call centers gauge typical KPIs like first call resolution, analytics software provides an empirical deep-dive into the question we’re all dying to ask our customers: How am I doing?”

2. Customer Service Messaging: Do’s and Don’ts

“Customer service messaging is a relatively new domain where the dos and don’ts for its success are just starting to emerge. Here are some best practices, based on our experience with blue-chip clients in providing digital customer service at scale.”

3. Scaling the Customer Experience: Restoring the Human Touch

Overall, the human touch is about understanding the customer journey and reducing the friction points that create customer effort.Technology can be a powerful tool for delivering human-centric CS.”

4. Customer Contact To-Do List: What Supervisors, VPs and Executives Can Do Right Now

“Customers want a great experience.  Executives want business results.

As the intermediary between the two entities, you play a vital role in setting the vision for the customer experience.  Your goal is to deliver an experience that is, to borrow from contact center cliché, good for the customer and good for the business.”

5. 2018 Excellence Awards Winners: Who Delivers the World’s Best Customer Experiences?

During the annual CCW Excellence Awards, the customer contact community celebrates those who deliver particularly great experiences. With awards honoring individual and team-wide contributions to training and development, culture, innovation, and overall contact center strategy, the ceremony provides a window into who delivers the world's best customer experiences.”