Engagement is the ultimate “moment of truth” when it comes to the customer experience. It is how organizations achieve loyalty from customers and separation from competitors.
Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:
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Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore needs to empower the workforce to perform.
Featuring CCW Digital research, expert analysis, and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:
This special report investigates the crucial customer experience tenet that is employee engagement.
What to expect:
To unlock the true benefits of chatbots, an organization must source, implement and manage the technology correctly. CCW Digital’s Special Report: Chatbots reveals how to successfully adopt and optimize chatbot investments. The report will ensure chatbots are truly elevating your customer experience.
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The importance of knowing what customers want is easy to understand.
The task of actually acquiring that knowledge – given that different customers want different things at different times – is not always easy to achieve.
This report works to simplify and strengthen that endeavor. It shares numerous conventional and creative methods for not only acquiring the “voice of the customer” but using it to strengthen the overall operation. It is, in essence, a blueprint for customer centricity.
Most businesses recognize the value of customer relationships. They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.
Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers. Only a handful of these organizations are maximizing the ROI of their investments into “CRM.”
CCW Digital’s Special Report on CRM corrects that reality. Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.
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As the heart of the contact center operation, agents play a particularly valuable role in driving results. Agent performance is, indeed, a paramount business focus.
This Special Report on Agent Performance reveals how to position your agents (and, thus, your CX function) for success. Topics include:
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Loyalty, it should be noted, is not synonymous with “retention.” It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.
How do you create that loyalty? Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital Special Report provides the answers.
You’ll learn the following:
Nearly every business views the “frictionless customer experience” as a top strategic priority.
But what does that really entail? What exactly constitutes “friction” in the eyes of the customer? What causes this friction? And how can it truly be reduced (or eliminated)?
Backed by research and featuring guidance from leading executives, CCW Digital’s Special Report has the answers.
Key topics include:
The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.
How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?
This report has the answers:
The customer experience is important to businesses in all industries.
It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.
While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.
Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does!
Key topics include:
CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.
It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.
This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.”
Ideas that are truly “good for the customer and good for the business” are far and few between.
Messaging is one of those rare examples. If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive revenue for the business. “If implemented correctly” is the key.
It is also the focus of our new Special Report: Messaging. Our report reveals pitfalls you must avoid and challenges you must overcome in order to avoid the unlock the true power of customer messaging.
The issue, however, is that many are missing the true value of automation.
They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement. This report explores that more substantive, more customer-centric, more meaningful approach to automation.
Key topics include:
Engaged and empowered agents can be the gateway to an exceptional customer experience. They foster legitimate connections with customers.
Take a look at this special report to learn more about remote agents and remote workforce strategies.
“Happy agents yield happy customers” is an accurate, important mantra for customer contact leaders. It is also a dramatically insufficient one.
Check out this Special Report to learn more about how employee satisfaction brings customer satisfaction.
This special report begins by guiding you through the process of designing a great live chat experience and tackles key live chat metrics, before revealing how to make live chat as valuable as possible for both agents and customers.
How will customer contact strategy change in 2019? Will we offer an enthusiastic “hello” to any particular technologies or best practices? Will we say “goodbye” to any hollow, overhyped fads?
Will AI continue to dominate the conversation? Will we prioritize “easy” or “highly personal” customer experiences? Will the “call center” accept a new role within the business?
To answer these questions, we consulted some of the world's leading customer contact experts. Encompassing executives from iconic brands, award-winning practitioners, best-selling authors and inquisitive analysts, our panel of thought leaders provided predictions, hopes and recommendations for 2019.
Their answers appear in CCW Digital’s new report on Customer Contact Predictions for 2019.
Eighty-eight percent of customer contact leaders expect automation to improve agent workflow or elevate agent performance.
What will it take to make that expectation a reality? This report has the answers. It reveals how to reap the rewards of automation’s most significant, most exciting promise: augmenting the contact center - and the agents who work inside.