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.
Podcast: Citi On Letting Voice of the Customer CX Drive Strategy
March 26 by CCW Digital Editor"[A customer] came on and [offered] phenomenal feedback...about some of the crazy things that we were doing that you justify from a business perspective and say, 'We'll tolerate that level of fal...
Organic vs. Deliberate: 2 Different Ways To Drive Customer Loyalty
March 19 by Brian CantorThis past summer, CCW Digital explored customer loyalty in a complimentary Special Report. The report covered many topics, from specific tactics for increasing loyalty to steps for creating a "l...
Special Report: Customer Intent
March 15 by CCW Digital EditorCompetent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to...
Podcast: AIA Malaysia On Experiencing What Your Customers Experience
March 12 by CCW Digital EditorYou’re not going to get insight and observation about what customers are really thinking and what problems they’re really trying to solve unless you’re out there with them - Troy Barnes, AIA MalaysiaB...
Wells Fargo On Embracing Change In The Customer Experience
February 26 by Heather MagahaWhether their organizations are setting records or dealing with rough patches, great leaders know never to rest on their laurels. They know not to assume success will persist without obstacles.&...
5 Customer Analytics Mistakes You Can Overcome Right Now
February 14 by CCW DigitalGiven that we’re in the age of customer centricity, it should come as no surprise that 99% of companies identify customer analytics as “important” to the customer experience.Unfortunately, many make c...
CX Facts: Insights About Personalization, Omnichannel Fails, Training, More
February 12 by CCW DigitalIf you've read any of our articles on the matter, you know we have strong feelings about social engagement.We believe in the importance of two-way discussion. We also believe in the importance o...
Visa SVP Appears On CCW Digital Podcast
January 29 by CCW Digital EditorIn his role as SVP of Global Merchant Support for Visa, Jeff Allison (and his team) engages with a variety of businesses -- from small mom-and-pop shops to the largest enterprises on the planet.In tod...
Podcast: Mondelez E-Commerce Lead Talks Customer Journeys, Intent
January 22 by CCW Digital EditorThe "customer journey" is certainly not a foreign, outlandish concept in 2018. Customer experience executives know they must consider the progression and evolution of the customer relationship.&...
Podcast: Electronic Arts On The Importance Of Personalization
January 16 by John PompeiNo two gamers are created equal. Teenagers play video games, but so too do their parents and grandparents.As a result, a company like Electronic Arts cannot make basic assumptions about its cust...
Podcast: Suzanne Henricksen Discusses Her Journey At Clorox
October 27 by CCW Digital EditorSuzanne Henricksen's tenure at Clorox began a decade ago. The company culture was an immediate fit, but her first assignments involved brands that were outside her personal wheelhouse.But while...
Interview: McKesson VP on the Power of Truly Understanding Your Customers
October 16 by Brian CantorIt’s the era of customer centricity. Most businesses understand the importance of the “voice of the customer.” They work vigorously to determine what customers want and how customers feel....