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: Omnichannel Chatbots
February 25 by CCW Digital5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.
Instilling Social Customer Experience In Your Marketing Strategy
February 21 by CCW DigitalAs you'll see in this article, a brand is enhanced or diminished through the digital reputations and social customer care - bridging the gap between the traditionally mundane stigma of “customer servi...
New AI Marketing Platform MoEngage Doubling Down On Personalization
February 13 by CCW DigitalAs the market for omnichannel data aggregation tools, such as MoEngage, continues to expand, it has never been a more competitive and prevalent time to capitalize on customer-centric resources to pers...
How To Measure Customer Value
February 10 by CCW DigitalAcquiring a new customer is anywhere from five to twenty-five times more expensive than retaining an existing one. Why? To put it simply, you don’t always have to spend costly resources targeting ne...
Verizon Capitalizing On Automation and Humanization With VP, Kelley Kurtzman
February 06 by CCW Digital“It’s really how you take that automation with timely human assistance and marry those together. I think that’s a home run,” Kelley Kurtzman, Verizon Vice President - Global Consumer Sales & Service C...
What You Need to Know About Fraud In The Contact Center
January 16 by CCW DigitalMore than nine in ten consumers in the U.S. are concerned about fraud increasing in their daily activities. And they should be. Here’s why.
Making the Contact Center a Strategic Business Player: Contact Center Trends By Industry
January 14 by CCW DigitalWhile consumers are dissatisfied with the services they’re receiving, the contact center needs to combine digital and human-centric innovation to combat the unmet demand of quality customer experience...
IBM’s Impact On Fantasy Sports Gives Insight Into Future Of Consumerism
January 13 by CCW DigitalFor the last three years, IBM Watson, the cognitive computing platform that can answer natural language questions (and international Jeopardy champion), has been providing ESPN with fantasy football p...
Revamping Your 2020 Customer Service Model Through Operational Transparency
January 07 by CCW DigitalAs automation will continue to be a driving factor in 2020 customer service, use technology not only for efficiency, metrics, and operational productivity, but enhance customer experiences through ope...
Cyber Monday Gives Insights into 2020 Consumer Behavior Trends
December 05 by CCW DigitalThis year’s Cyber Monday marked the first day to see sales via smartphones break the $3 billion mark, accounting for nearly a third of the day’s total sales. But this stat gives insights into some nee...
2020 Customer Experience Differentiator: Gaining Brand Publicity Through Better Search
December 05 by CCW DigitalContent is being posted to the internet at a faster rate than ever, saturating search engines. As brands struggle to speak for themselves and differentiate from third-parties and self-declared expert...
Why CXOs are Replacing CMOs
November 25 by CCW DigitalAfter decades of struggling for buy-in, the customer experience function has finally started to secure a seat at the executive table.