Digital transformation
Insights from Marriott's Journey to Becoming the World's Favorite Travel Company
March 13 by Brooke LynchIn her presentation at the CCW Executive Exchange in Chicago, Karen Mitchell, Senior Director of Product Management at Marriott, shared insight on the brand's transformation journey to enhance the age...
Special Report: Transforming Customer Experiences With Collaborative Intelligence
April 27 by Brian CantorFor all the talk about omnichannel, customer experiences remain disconnected and disappointing. A staggering 80% of companies are still unable to deliver a seamless, end-to-end experience and only 6%...
The ROI Of An Employee-Centric Culture
January 07 by CCW DigitalWhy do some teams deliver performances exponentially better than the sum of their counterparts, while other teams add up to be much less? Why do organizations like Zappos or Apple, or teams like the 2...
Contact Center And Customer Experience Trends To Watch Out For
April 30 by CCW DigitalAs of mid March, approximately 90 percent of global organizations were using an on-site solution for their contact centers, leaving them ill-equipped to manage the scaling and remote work requirements...
A Case Study With Unymira: The One Stop Shop For Digital Customer Service Solutions
April 21 by CCW DigitalUnymira is the one stop shop for digital customer service solutions. Their comprehensive knowledge management platform is unique in the current market to say the least, offering decision trees, artifi...
U.S. Capitalism Ramping Up Innovation To Get Through COVID-19
April 13 by CCW DigitalThere is another side to COVID-19. A hopeful side. An innovative side. (One you probably haven’t read about). A side that rewards creative innovation and risky digital transformation.
Are Customer Service Agents Deemed “Essential Workers”?
April 01 by CCW Digital90 percent of global organizations currently use an on-premises solution for their contact centers, leaving them ill-equipped to manage unpredictable call volume, digitization, and remote work.
Global Contact Center Trends During COVID-19 Pandemonium
March 23 by CCW DigitalIn fact, the contact center is currently serving as the world’s living, breathing result of economic pandemonium – an ongoing case study that not even the Zuckerbergs or Bezoses of the world can read....
AI, Customer Trust, KM, Agent Empowerment & More: 10 Highlights From "State Of Contact Center Technology" Online Event
March 09 by Brian CantorAnalysts, executives and technology leaders shared everything you need to know about lingering contact center technology challenges - and unparalleled new CX opportunities.
The Problem With Digital Transformation (Featuring Adidas Golf President, Jeff Lienhart)
March 03 by CCW DigitalAccording to the WSJ and Economic Times, 70% of digital transformation initiatives do not achieve intended results. Featuring exclusive insights from Adidas, here's a look at why.
New AI Marketing Platform MoEngage Doubling Down On Personalization
February 13 by CCW DigitalAs the market for omnichannel data aggregation tools, such as MoEngage, continues to expand, it has never been a more competitive and prevalent time to capitalize on customer-centric resources to pers...
President Of Adidas Golf Talking Digital Transformation At Next CCW Digital Online Event
January 22 by CCW DigitalAs you’ll see at our digital transformation session at our next online event, taking place March 3rd/4th, Adidas President of golf, Jeff Lienhart, will be addressing some of the strategic discrepancie...