Analytics
Advancing Small Businesses Through AI: Revolutionizing Customer Experience And Satisfaction
January 09 by Chad J. WindheimFor MSEs, integrating AI into existing business operations is a strategic endeavor. It involves identifying areas where AI can add significant value, such as in customer service and sophisticated data...
CCW Digital Highlights: Top Webinars on Data Driven CX
November 30 by Brooke LynchCCW Digital top webinar highlights on data, analytics, AI and emerging technology. In partnership with Freshworks, we cover the leading use cases and trends for AI and analytics in 2023.
Charting A New Course In Customer Contact Innovation: My Journey To CCW Digital
November 27 by Chad J. WindheimCCW Digital's newest contributor sets his sights on narrowing the CX gap between automation and personalization.
Think AI Is Outperforming Agents? Amid Financial Friction, Wayfair’s CEO Disagrees
July 19 by Wandy Felicita OrtizFurniture e-retailer Wayfair CEO Niraj Shah sees AI as what allows the company to not just follow the CX curve, but build a future where AI pushes products forward.
Conversational AI vs. Conversation Intelligence: What You Need To Know
June 06 by JustCall iQWhile Conversational AI and Conversational Intelligence do have some level of correlation, the distinct technologies serve widely different purposes in the contact center. Here we discuss the key diff...
A Day In The CX Life With CCW Digital: Meet Stefnie Howley, Program Manager at Match
February 24 by Wandy Felicita OrtizIn this daily log we meet Stefnie Howley, who just wrapped up four years at Match as a program manager, where she Consulted Match Group and Match C-Suite on product development and technology roadmapp...
A Day In The CX Life: CCW Digital’s New Series Takes A Look At The Leaders Shaping The Future Of Customer Contact
February 17 by Wandy Felicita OrtizWe’re asking employees just like you to share how they spend an average workday–from wake-up routines to dinner menus–and the decision making that goes into their projects.
Netflix’s New Push To End Password Sharing Brings Accessibility And Security Concerns To The Forefront
February 06 by Wandy Felicita OrtizNetflix will be rolling out new measures to curb password and profile sharing across the television and movie streaming platform. The change comes on the heels of an estimate from Netflix that over 10...
Customer Service Has Always Been A Gendered Industry. AI Technology Has A Chance To Level The CX Playing Field.
September 29 by Wandy Felicita OrtizAt a time when society is advocating for less gender bias, more equity in the office, flexible and empathetic working conditions, and use of technology to support us through sustained remote work, why...
Special Report: AI for Analytics
September 30 by Brooke LynchAs expectations continue to rise with every unique interaction, customers establish a new lens with which to compare all future experiences. To compete in this new environment, companies must work to...
Special Report: Leveraging Contact Center Analytics
March 30 by CCW DigitalFeaturing first-hand insights from Mastercard’s CMO, Microsoft’s COO of Customer Experience and Success, and Dialpad’s VP of Customer Success, as well as CCW Digital’s latest research, this Special Re...
Why Customer Journey Mapping Is Now More Important Than Ever
February 26 by Brooke LynchRather than focusing on the quickest rate of resolution, journey mapping analyzes the experience with a complete end-to-end overview. This strategy has always been a key differentiator in customer-cen...