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
2024 January Market Study: Future of Contact Center Employees
January 30 by Brian CantorThe product of exclusive, in-depth research, it reveals what you need to know to build a team of agents who can make unrivaled customer connections in today’s unprecedented CX landscape.
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...
2023 November Market Study: Future of the Contact Center
November 20 by Brian CantorAnother year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. Only 4% of consumers feel...
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%...
2023 September Market Study: Contact Center of 2030
September 28 by Brian CantorCCW Digital recently conducted exclusive research into the current and future state of the contact center. The results inform this Market Study, which provides the predictions, concerns, and opportunities that should be top-of-mind as you look ahead to 2030 and beyond.