Social, Mobile & Web
It's a "contact center," not a "call center." This section looks at the omnichannel nature of today's customer engagement function, covering social media, live chat, bots and more.
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.
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.
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...
How Stanley Leveraged Customer Engagement to Become the Most Loved Product of 2023
January 11 by Brooke LynchThe Stanley cup has taken over. Take a quick scroll on social media and you’ll spot the sizable water bottle featured almost ubiquitously. Here we break down the rise of Stanley in 2024 and share some...
Top Headlines In Customer Contact News This Week | Week of 1/8/2023
January 08 by Wandy Felicita OrtizGoogle, Meta face court dates, Nike ends its biggest brand partnership, and airlines face an unfortunate start to 2024.
When It Comes To The Future Of ECommerce, Omnichannel CX Is The Stuff Viral Trends Are Made Of
September 29 by Wandy Felicita OrtizCCW Digital's Contact Center of 2030 Seminar Series looks at the future of retail CX with Pink Lily's cofounder.
According To The Internet, Twitter X Is A Recipe For Branding And CX Disaster
July 24 by Wandy Felicita OrtizTwitter users opening the social media platform today are being met with an unsurprising but sudden change: after 17 years the brand’s iconic blue bird is no longer.
With Meta's Threads, Social Media Users Face Peak Digital Burnout, Content Confusion
July 07 by Wandy Felicita OrtizIn the social media arms race between Mark Zuckerberg’s Meta (formerly Facebook) and Elon Musk’s Twitter, a new channel has entered the war: “Threads."
Twitter Has Done Away With Free SMS Two-Factor Authentication. Here’s What Users Can Do To Protect Their Data
March 07 by Wandy Felicita OrtizSome Twitter users now have to pay for SMS two-factor authentication, and it's prompting concerns on whether or not the cyber security tactic is worth the money—or worth leaving the platform all toget...
Special Report: Personalizing Self-Service Experiences
February 15 by Brian CantorIn theory, self-service should embody the notion of customer centricity. In practice, it tends to impose an undesirable burden on customers.
Are Mobile Apps Still Relevant For Companies?
February 01 by Ray WeissBusinesses and brands will have to decide if it still makes sense for them depending on their goals.
How-To Guide: How To Enhance The Digital Customer Journey
December 30 by Brian CantorActually elevating digital journeys has proven to be a considerably more trying task; with many companies acknowledging the need to improve interaction quality, add channels, and increase resources.