Whitepapers
Sharpen eBook: Embrace the Power of Personalization
March 07 by SharpenPersonalization is more than just a buzzword in business today — it’s a necessity. More than 70% of consumers expect companies to deliver personalized interactions. To retain and improve customer loyalty in a highly competitive market, contact centers must focus on what McKinsey & Company calls...
Special Report: AI & The Contact Center: 5 Predictions
January 31 by Brooke LynchSpecial Report: AI & The Contact Center: 5 Predictions Special Report: AI & The Contact Center: 5 Predictions Special Report: AI & The Contact Center: 5 Predictions
Special Report: Exceeding Expectations or Falling Short? U.S. Auto Insurance Claims Trends, Insights and Impacts Revealed
January 31 by CCW Digital EditorSpecial Report: Exceeding Expectations or Falling Short? U.S. Auto Insurance Claims Trends, Insights and Impacts Revealed
Special Report: Generative AI Simplified: First Steps to Achieving Success
December 22 by Brooke LynchAccording to CCW Digital research, 71% of contact center leaders expect generative AI to have a major impact on the space.
Special Report: Customer Experience Horizons
December 06 by CCW Digital EditorThe customer experience is more important than ever before. Customers expect brands to know them, understand their needs and take action immediately. No longer a transactional process, customers want to...
Special Report: Personalizing Digital Experiences
November 30 by Brooke LynchWhen thinking about personalization, we often think of traditional channels and customer service experiences — from lengthy phone calls unpacking customer needs to detailed emails sharing...
New Research: The Role of AI In Redefining Contact Center Efficiency
November 13 by Brian CantorIs AI a pathway to more frictionless customer interactions and more productive agent experiences?
Special Report: Avoiding Pitfalls When Choosing Chatbots In 2024: Solutions, Tools, And Techniques For Elevating Digital Self-Service
October 31 by Wandy Felicita OrtizAcross industries chatbots are adapting to meet consumer needs, reflecting human behaviors modeled by the most experienced agents to create an effective and seamless journey...
2023 CEI Market Study: Future of Customer Engagement: CX Predictions For 2024 & Beyond
October 31 by Brian CantorIn 2022, only 10% of consumers felt their experiences with brands were meaningfully improving. In 2023, the number declined to an alarming 4%...
Special Report: 5 Ways Generative AI is Enabling More Personalized Customer Experiences
August 31 by Brooke LynchBy addressing the key needs of frontline agents and alleviating their greatest pain points, generative AI ispoised to empower employees...
How-To Guide: How to Humanize CX Using AI and Automation
August 18 by Wandy Felicita OrtizOrganizations across industries are constantly working to understand if and how the personalization desired by customers can be achieved using machine-accelerated customer service technology...
Special Report: Turning Customer Analytics Into Better CX Outcomes with Generative AI
July 31 by Brooke LynchThe Contact center is the gateway to the customer; it holds a wealth of insight, including answers to crucial questions that can ultimately drive growth and enhance efficiency...