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: Actionable Analytics in a New Era of CX
January 22 by Brian CantorIn an era in which the drivers of customer satisfaction can change in an instant and teams are more disconnected than ever before, contact centers require real-time insights and guidance to meet consu...
Walmart Launches Fintech Start-Up: What it Means For Customers
January 13 by Brooke LynchRetailers are attempting to cater to customers’ every need: from financial services to healthcare, they’re becoming seamless operations for customers seeking a unified, convenient experience. Walmart...
The ROI Of An Employee-Centric Culture
January 07 by CCW DigitalWhy do some teams deliver performances exponentially better than the sum of their counterparts, while other teams add up to be much less? Why do organizations like Zappos or Apple, or teams like the 2...
Don't Fear Customer Brand-Switching, Embrace It
December 09 by Brooke LynchCustomer behaviors and brand allegiances can change at a moment’s notice, which means their long-term business cannot be taken for granted. Companies need to aim for a higher standard of loyalty: one...
Webinar: How to Deliver Hyper-Personalized Interactions with AI and Analytics
December 02 by CCW DigitalIs There Such Thing As Too Much Customer Data? Featuring Insights From Salesforce And IBM Watson
November 02 by CCW DigitalWe can never collect enough customer data. The problem is in the methods we use to make it actionable.
The Future Of The Customer Service Workforce: A Case Study With CommunityWFM
September 30 by CCW Digital“We saw it coming… we knew that virtual agent environments where a large majority of employees would be working from home was in the future. We saw that back in 2005..."
Special Report: Turning Customer Feedback into Action
September 24 by Amanda CaparelliToday’s customers want to know that you care. They want to see that their opinions are valued, and that the brands they interact with are putting in the time and effort to analyze customer feedback. H...
What Pandemic Video Trends Tell Marketers About Consumer Behavior
August 28 by CCW DigitalHow consumers are using videos and what they're searching for is indirectly telling marketers what they want.
Programmer Makes Claims Of Systematic Flaw In Uber Eats Pay Structure
August 26 by CCW Digital"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."
The Key To Better Business Continuity Planning? Habits
August 20 by CCW DigitalMany consumer trends will become more permanent. Many won’t. The way to find out which trends will stick and which won’t in order to create a better business continuity plan is to identify the pandemi...
Has The Pandemic Made Subscriptions The New Common Currency? Ask Walmart Or Amazon
August 18 by CCW DigitalNow, seven in ten organizations are no longer looking at one-time sales or repeat purchases but rather an ongoing relationship that needs to be continually nurtured. After all, acquiring a new custome...