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.
Special Report: 2023 Contact Center Predictions
December 22 by Wandy Felicita OrtizAs organizations close out this year with a more malleable but resilient contact center culture, it’s time to...
Special Report: Year in Review: CX Trends You Need to Know
December 22 by Wandy Felicita OrtizEvery organization wants to get ahead of the curve and hit the ground running in the New Year. Whether this means knowing...
In With The Old and Out With The New Contact Center
December 20 by Christine Ducey2023 is just around the corner with the possibility of fresh technology, better-equipped agents, and happier customers. That is, of course, if we learn from 2022.
Special Report: Elevating CX With Behavioral Intelligence
September 30 by Brian CantorIn today’s era of convenience, what can be worse than asking customers to endure long wait times, repetitive authentication questions, or convoluted registration processes throughout the customer jour...
The Chatbot Disconnect: Should Customers Stay or Should They Go?
August 24 by Christine DuceyAlthough business leaders feel their AI-driven chatbots have improved, customers are wary to trust the new technology.
Your Company Could Be Losing More Opportunities For Growth Than You Realize, Thanks To Your Own Customers
July 19 by Wandy Felicita OrtizWhile brand marketing, messaging, social advocacy, culture and community can all impact buyer behavior, there is one other key factor that will likely dictate customer choices: another customer.
No Politics at the Dinner Table: A Deep Dive into the Consequences of Brand Activism
July 08 by Christine DuceyCompanies weigh in on the pros and cons of brand activism in our latest market study analysis.
How-To Guide: How to Predict Customer Intent
June 28 by Brooke LynchCustomer intent has become key for companies looking to optimize experiences in 2022. Setting a fixed goal of improvement is no longer an option in the hectic customer experience environment, so findi...
Special Report: Analytics Beyond the Contact Center
April 29 by Brian CantorNo one ever disputes the idea that unifying all channels, teams, departments, and systems is a crucial step on the road to customer centricity. What thwarts progress, however, is an inability to appre...
Customers Are Demanding More Than Ever, Can You Hear Them? Can You Deliver For Them?
December 30 by Brian CantorMore troublingly, consumers seriously question whether brands are committed to righting the course. Just 11% believe companies take their feedback very seriously, and a staggering 50% believe brands p...
CX is Getting Better, Are Customers Getting Worse?
October 18 by Brooke LynchThe retail and service industry has never been more necessary. As customers return to in-person environments, retail workers have acted as a support system, but some customers are taking advantage of...
Why Do Customers Choose Voice Over Chat in 2021?
September 02 by Brooke LynchCCW Digital’s latest Market Study uncovers why individuals choose certain channels, what their biggest motivations are and what obstacles are currently preventing them from interacting on their chann...