CCW Digital is the global online community and research hub of more than 140,000 customer contact members. Brian Cantor, Principal Analyst and CCW Digital Director, shares key findings from CCW Digital’s 2019 Key Findings report.
Outbound & Proactive Engagement
SPECIAL REPORT BRIEF
This may be the era of customer centricity, but it is most certainly not an era of successful customer engagement. Customers remain underwhelmed with the experiences they are receiving. They continue to encounter long wait times, frustrating transfers, disengaged agents, unproductive conversations, poor digital experiences and generally unempathetic businesses. Our Technology & Innovation Focus Day spotlight on Outbound & Proactive Engagement provides key highlights from the CCW Digital special report, interviews a practitioner on their experience transforming their customer experience strategy and then dives into an interactive proactive engagement activity for immersion in the process.
Leverage Social Media for Customer Intelligence and Employee Empowerment
Explore case studies in situations where proactive engagement could be an effective strategy for improved customer contact. Individual round tables with strategize and present their findings to the greater group. Leave with takeaways to think more critically about your current engagement strategy and how a more proactive approach could take your operations to the next level.