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.
Contact Center Jobs: Have They Evolved as Businesses Adopt Omnichannel CS?
November 05 by Kindra CooperFrom phone support to chat, AI and more, agents are expected to know it all
Uber and CVS Launch Amazon Prime-Style Subscription Plans
November 01 by Kindra CooperCompanies compete for customer loyalty by offering membership services
Special Report: Customer Contact To-Do List
October 26 by Brian CantorDeep down, you know the customer experience is about the long game.
Podcast: Circle K On The Power Of Customer Feedback
October 09 by CCW DigitalThere is a difference between thinking about customers and thinking like customers. The former mindset may occasionally yield some successful practices, but the latter guarantees a customer-cent...
Companies Are Not Making The Most Of Customer Journey Maps
September 23 by Brian CantorThe following is an excerpt from CCW Digital's Market Study on the Customer Experience.
Wowing The “Now” Customer: Lessons From 1 Million Calls
August 30 by CCW DigitalResearch from 1 million calls highlights the challenge contact centers have with delivering complex business processes with outdated tools. To put it simply, the mismatch between today’s on-th...
9 Ways To Create A More Personalized Customer Experience
July 23 by Brian CantorAn earlier version of the following piece appeared in the CCW Digital Special Report on Personalization.Personalization is the #1 sign of a customer-centric brand, a pivotal customer experience priori...
How SiriusXM Uses “Deep And Dirty” Customer Insights To Improve Its CX
July 16 by Brian CantorIf you want to know how your contact center is currently performing, look at your metrics and scorecards. If you want to truly understand how customers feel about your brand – and how to fix a...
Customer Journey Mapping Is Not Enough
June 15 by Brian CantorTime and time again, the customer contact community experiences the distinction between talk and walk. Some brands claim to be customer-centric but cripple their experiences with business-centric pol...
6 Ways To Elevate Your Customer Loyalty Strategy With Data
June 11 by Brian CantorLoyalty hinges on an organization’s ability to make customers enthusiastic about entering into a relationship with the business. To make this happen, a business must know exactly who its customers ar...
Podcast: UBS Wealth Management On Personalization In A Digital World
April 30 by CCW Digital EditorPersonalization is a paramount demand in today's era of customer centricity. It is particularly important for UBS Wealth Management, which is handling high-stakes issues for high-value clients w...
7 Signs Of A Great Voice Of The Customer Strategy
April 09 by Brian CantorIn addition to sharing insights from our research and commentary from our team of expert contributors, CCW Digital Special Reports often include "assessment" tools that help you determine the efficacy...