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.
Augmented Reality Emerging As A Future Staple To The Customer Experience
June 16 by CCW DigitalIf you have a digital ecosystem and you have physical stores, how do those two things go together? But the real question is: how do consumers want to use those two channels in different ways? - Larry...
4 Psychological Drivers For Influencing The Customer Experience
May 18 by CCW DigitalHave you ever been told something you were doing well and something you were doing poorly by a customer or manager? Did you focus on the positive or the negative?
The New Digital Customer Engagement Imperative For The New (Ab)normal
May 14 by Anand Subramaniam, Senior Vice President of Global Marketing at eGainAnand Subramaniam, SVP Global Marketing, eGain Corporation shares his expertise on the new era of digital engagement.
What Is Experiential Marketing And Why Does It Matter Now More Than Ever?
May 05 by CCW DigitalExperiential marketing in it’s short-lived, yet most traditional sense, could not be further from an option at this point in time. Just like marketing has gone “digital” in the past decade, so is cust...
How To Manage Customer Service Complaints In The Digital Era
April 29 by CCW DigitalNearly 84% of consumers are open to sharing positive experiences on social networks, according to CCW Digital research. That number is growing during the pandemic’s positive correlation on digital tra...
A Psychological Approach To Management And Leadership After A Socioeconomic Crisis
April 27 by CCW DigitalThis article will serve as your complete guide to managing and leading employees, not only during the COVID-19 pandemic, but after a socioeconomic crisis.
U.S. Capitalism Ramping Up Innovation To Get Through COVID-19
April 13 by CCW DigitalThere is another side to COVID-19. A hopeful side. An innovative side. (One you probably haven’t read about). A side that rewards creative innovation and risky digital transformation.
Webinar: 4 Key Considerations To Creating Customer Centricity In The Cloud
April 08 by CCW DigitalYou know you need to create more customer-centric journeys, empower agent experiences and take advantage of new cloud contact center features. How do you accomplish all these goals at the same time...
Will The Coronavirus Improve The Future Of Customer Service?
April 07 by CCW DigitalLocal bakeries, hospitality leaders, contact center solution providers, and events and media services, customer-centricity is being challenged like never before.
Will Coronavirus Lead To More Security Fraud? You Bet
March 27 by CCW Digital1 in 4 consumers fell victim to fraud in 2019. And COVID-19 is contributing to a surge in 2020 fraud. Here's how to stop it.
Global Contact Center Trends During COVID-19 Pandemonium
March 23 by CCW DigitalIn fact, the contact center is currently serving as the world’s living, breathing result of economic pandemonium – an ongoing case study that not even the Zuckerbergs or Bezoses of the world can read....
Annette Franz On CX Communications In Times of Uncertainty
March 17 by Annette Franz"Communication is one of the most important things to get right – always, crisis or not."