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.
Food Delivery Services Anticipate A Major Decline: Will They Sustain Customers Post-Pandemic?
May 07 by Brooke LynchWith discussion of industries rebounding, what about sectors that experienced a COVID-19 boom? Will this sudden growth diminish once customers return to their normal routines? Here we discuss the pot...
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...
Why Customers Don't Believe Companies With 'Unusually High Call Volume'
March 23 by Brooke LynchWhen calling customer support, we expect to navigate through a few pre-recorded menu options -- but once met with the dreaded “unusually high call volume” message, many actually begin to feel like the...
The Power of Purpose In Building Customer Relationships
March 15 by Brooke LynchWith rising social and environmental concerns, consumers expect brands to take on a lot more than they used to. They want their favorite companies to not only react but actually accept a level of acco...
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...
How Chronic Disconnect Became The Most Widespread Challenge Today
March 04 by Brooke LynchIn CCW Digital’s State of Contact Center Technology Market Study, research indicates that in today’s contact centers, the most widespread challenge involves disharmony between channels.
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...
3 New Ways To Think About Personalization in 2021
February 19 by Brooke LynchCustomers are now used to personalized communications. It no longer feels strange to have a brand send you a birthday message or recommend you reconsider that sweater on your wishlist. However, they f...
Customer Satisfaction Rates Are On A Steep Decline: Here's Why
February 18 by Brooke Lynch2020 was a tough year for everyone, and even with all of our efforts to adapt to this unprecedented environment, customer satisfaction has continued to fall short. ACSI released its fourth-quarter sco...
Big Brands Are Launching Loyalty Programs In 2021: Here's Why
February 12 by Brooke LynchLoyalty programs have been pivotal to brands in engaging long-term customers. With news of companies like McDonald's and Burger King implementing new rewards programs in 2021, it puts forth the questi...
Former Robinhood Employees Call Attention To Inadequate Customer Support
February 11 by Brooke LynchFormer Robinhood employees are coming forward to denounce the company’s previous customer service practices, stating that agents were not qualified to offer financial advice to customers.
Is Customer Effort Increasing, In The Digital Age?
January 25 by Brooke LynchThe digital transformation has considerably improved the customer experience; in theory, customers should be able to receive assistance almost instantly to solve their most complex queries. However, a...