Customer needs are constantly evolving — with new technology, platforms and styles of engagement it’s been difficult for brands to stay on the pulse of experiences. This is why leaders must prioritize insights to ensure they are truly understanding the deeper intentions behind customer behavior. With a focus on continuous learning and strategic learning, brands can consistently personalize experiences, build relationships and secure loyalty.

In this seminar attendees will gain valuable insight into what customers are thinking today. From self-service to social media to AI, CCW Analysts Brooke Lynch and Brian Cantor will highlight the top concerns customers are keeping under wraps. They will also share in-depth research on customer preferences, experience metrics and new technology that can support change in the contact center.

This research-based session will cover key learnings and trends from CCW Digital’s exclusive market study. Join the analyst team to walk away with insight from our annual consumer preferences survey on:

• The state of customer experiences today
• Top 5 pain points plaguing the customer journey
• Expectations for AI and self-service
• Preferences and standards for modern interactions