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CCW Digital is leading news source for business leaders looking to deliver better customer experience, improve employee engagement and understand the latest marketing trends. Through written articles, market reports, webinars and whitepapers, CCW Digital's editorial team delivers the latest industry news, analysis and thought leadership.

January 16, 2018 by Brian Cantor
Late last week, American Airlines announced a new program that allows flight attendants to instantly gift passengers miles in the event of in-flight Read more Tags: airlines | agent centricity | customer centricity
December 19, 2017 by Brad Nichols
Brad Nichols
As organizations establish their budgets and strategic plans for 2018, artificial intelligence is naturally taking center stage.AI and automation Read more Tags: artificial intelligence | empathy
November 17, 2017 by Niamh Bryne
Niamh Bryne
Organizations that embrace customer centricity open the door to a win-win scenario.Their customer-first mentality yields great experiences for Read more Tags: ai | chatbots | digital transformation
October 30, 2017 by Brian Cantor
Is air travel strictly about the utilitarian task of getting from origin to destination?  Or is it meant to be an experience?Southwest Airlines, at Read more Tags: customer complaints
October 23, 2017 by Hui Wu-Curtis
Hui Wu-Curtis
"Managing a contact center is like changing a tire on a moving car. It’s not gonna to stop."Those words of wisdom come from someone who certainly Read more Tags: leadership
October 16, 2017 by Peter Guber
Peter Guber
[The 2017 National League Championship Series is a rematch of the 2016 battle -- the Los Angeles Dodgers are taking on the Chicago Cubs.As of press Read more Tags: peter guber | customer relationships
October 6, 2017 by Seth Adler
seth adler
As businesses increasingly emphasize the importance of connecting with customers, they are naturally focusing on the importance of empathy.The best Read more Tags: empathy | customer relationships
October 1, 2017 by Cheryl China
Cheryl China
The latest CCW Digital Podcast features an interview with Cheryl China of Citizens Bank.China leads the financial organization's customer escalation Read more Tags: customer complaints | culture
September 28, 2017 by Brian Cantor
Support for artificial intelligence may not be as universal as it is for endeavors like leveraging customer analytics, honoring channel preferences Read more Tags: artificial intelligence | self-service
September 25, 2017 by Lisa Schulman
Lisa Schulman
 The Talkdesk Road Show: Designing Your Intelligent Contact Center was held in NYC September 2017.  Talkdesk is a valued supporter of CCW: Customer Read more Tags: ai | personalization