Articles
Top Headlines In Customer Contact News This Week | Week of 3/18/2024
March 20 by Wandy Felicita OrtizThe AI revolution is being televised, 'money dysmorphia' enters the economic lexicon, and customer dissatisfaction at Walmart gets tense.
How Wells Fargo Adapted their Tiered Service Model to Address Customer Needs
March 20 by Brooke LynchHeather Magaha from Wells Fargo discussed her organization’s transition from a traditional service model to a four-tiered model. After facing external pressures from the great resignation, the company knew it was time to update their service strategy.
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 agent desktop and deliver memorable experiences to travelers across the globe.
Knowledge Management For Next-Generation Customer Experiences
March 13 by Wandy Felicita OrtizAt a time when organizations are operating at round-the-clock omnichannel capacity, being able to reference information in real-time is critical to maintaining efficiency in the contact center and providing exceptional customer service.
Top Headlines In Customer Contact News This Week | Week of 3/11/2024
March 13 by Wandy Felicita OrtizAirbnb addresses security concerns, Pintrist pins down AI, and customers share their must-have brands.
Intentional CX And Leveraging AI: How Duolingo Uses Language To Create Impactful Learning Experiences
March 09 by Wandy Felicita OrtizDesigning an omnichannel customer experience with purpose and intention, especially when it comes to the usage of AI.
Rihanna and Taylor Swift Won The Last Two Super Bowls; Here's How You Can Win Customer Loyalty
March 05 by Brian CantorThe Kansas City Chiefs may have earned the Lombardi Trophy, but they were not the only winners at this year’s Super Bowl. CCW Digital, STAUD, and Meltwater look at the celebrities and brands who have also been victorious at the big game.
A Day In The CX Life With CCW Digital: Laura Shrago, Graphic Designer At The Financial Times
March 04 by Wandy Felicita OrtizA graphic designer for a finance news publication shares how her creative skills help amplify the customer experience for the brand's readers and subscribers.
Women's History Month Headlines In Customer Contact News This Week | Week of 3/04/2024
March 04 by Wandy Felicita OrtizCCWomen celebrates women in business, women in CX share their experiences, and allies gain insight on how to support their teammates.
Content Highlight: What You Need To Know About The Intersection Of AI & Humanity
February 29 by Brian CantorWhat does the rise of AI mean for the future of agents and their ability to connect with customers?
A Day In The CX Life With CCW Digital: Meet Claire Cowger, Sr. Customer Success Team Manager At Bitly
February 29 by Wandy Felicita OrtizA customer success leader shares how Bitly's global brand helps organizations cultivate meaningful consumer interactions.
‘Linking Up’ For CX Success: How Cloudlinx’s CCW Journey Has Led To Contact Center Connectivity
February 29 by Wandy Felicita Ortiz“Being part of the greater ecosystem of the CCW events has been very important to us. It's probably the most strategically beneficial business decision that we've made in this–to be part of the CCW community.”