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.
What This Indian Airline’s Bot Tells Us About The Future Of Customer Service
August 17 by CCW DigitalSpiceJet responds to coronavirus by ramping up self-service with new chat support features.
The Tipping Point In Online Purchasing Decisions
August 14 by CCW DigitalThere is an extremely thin line between brands that drive online sales, and those that don’t. As consumer behavior is changing rapidly, variables are being uncovered that reveal what exactly is drivin...
Macy’s Faces Lawsuit Over AI Facial Recognition
August 12 by CCW DigitalIn many brick-and-mortar retailers’ cases, facial recognition technology has largely been used to reduce shoplifting, especially tracking repeat offenders. However, advances in AI and machine learning...
How-to Guide: How to Achieve a 360 Degree Customer View
August 11 by CCW DigitalAccording to CCW Digital research, two of the top five areas for improvement include agents spending too much time on low-value work (32%) and the absence of a 360-degree view (32% as well).
The Era Of The Conscientious Consumer: What Younger Consumers Want From Your Brand
July 29 by CCW DigitalIn the era of Uber Eats, Apple Pay, and Zoom, modern consumers are finding themselves in an exponentially changing environment, adopting new communication and purchasing behaviors as a result of shift...
Does Your CX Team Have A Long-Term Plan For Remote Work? Research Shows They Should
July 28 by CCW DigitalWork-from-home will remain a fixture of the customer contact space. According to CCW Digital research, nearly 75% of companies say remote work will be a permanent option for at least some employees.
Why Empathy And Personalization Will Be Your Greatest KPIs
July 17 by CCW DigitalCCW Digital research confirms that brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors, arguably more than ever before. But pers...
How Commerce Is Shifting Towards "Uber Style" Service
July 07 by CCW DigitalSix months ago, on-demand, “Uber style” service (i.e. instantaneous home delivery, or subscription based B2C service models) were far from common across many industries. Services like ride sharing, me...
Customer Experience Pandemonium Calls For Rapid Innovation
July 02 by CCW DigitalCrises and deadlocks, they force us to think. Curbside pickup, empathetic marketing tones, e-commerce booms, and expedited customer experience technology continue to change the way consumers and brand...
The Pandemic Is No Excuse For Neglecting The Customer Experience
June 29 by CCW DigitalThere is no denying the struggling customer service landscape in modern commerce. However, with challenging economic times comes great opportunity for customer-centric brands to differentiate themselv...
From Controversial Marketing To Customer Service, Peloton In The Hot Seat, Yet Again
June 22 by CCW DigitalPel0ton sales grow while customer service falls short. Have you heard the theme before?
Can Neuromarketing Help You Know Customers’ Interest Before They Do?
June 19 by CCW DigitalIt's hard to know what consumers want, when they themselves oftentimes don’t. Through neuromarketing, it’s now possible for marketers to figure out what customers want before they do.