Customer Insights & Analytics
To connect with customers, you need to understand them. Topics include journey mapping, voice of the customer, customer analytics, CRM, and more.
How Nvidia is Powering AI Innovation and Augmenting Experiences at Lowe's and L’Oreal
April 04 by Brooke LynchNvidia, a world leader in artificial intelligence computing, kicked off its developer conference last month to announce new platforms, partnerships and AI-developments in 2024. Here we share how 2 lea...
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
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.
CCW Digital’s New Market Study Lets Customer Contact Leaders Take The Future Into Their Own Hands
October 16 by Wandy Felicita OrtizIn 'Contact Center of 2030,' we dive into all the topics of tomorrow that are top of mind for customer contact leaders today.
Are Experiences are on the Decline?: New Research on Rising Expectations in 2023
July 21 by Brooke LynchCustomer expectations have seemingly outpaced experiences. Today’s customers are looking for more from their favorite brands and are often disappointed by the current state of experiences. CCW is unpa...
Understanding the Impact of Advertising on the Customer Journey
May 08 by Pranav PatilPranav Patil, a seasoned marketing analytics and measurement leader, shares his insights on the evolving landscape of media measurement, how customers use data to drive advertising effectiveness in th...
New Report On Airbnb Customer Service Horror Stories Causes Shares To Fall
April 07 by Wandy Felicita OrtizAirbnb’s shares in the stock market fell in value as much as 6% on Thursday after The Bear Cave, a newsletter publication that describes itself as dedicated to “exposing corporate misconduct,” release...
Special Report: Securing Customer Trust in the Digital Age
March 31 by Brooke LynchCustomer trust is hard to come by — individuals are no longer building relationships with every brand they interact with. Trust is earned, and customers value brands that work...
Shake Shack Leads with Intuition and Data: How It Made the Shift From Gut-Led to Data-Driven
March 24 by Brooke LynchIntuition in business is important. Many of the world's leading brands may not exist if someone didn’t take a chance on an idea. But, in the age of data, it has become more difficult to put contextual...
The Home Depot Faces Criticism after Sharing Customer Data: Let's Talk Consent in the Digital Age
February 17 by Brooke LynchTo deliver better experiences and interactions that feel personalized and meaningful for customers, brands rely on data. But, when it feels like boundaries are crossed, however, high levels of persona...
Special Report: Collaborative Intelligence: The Contact Center in 2023 and Beyond
February 16 by Christine DuceyThe most important factor in predicting the success of new systems is collaborative intelligence: Does this new product (system, platform, technology, etc.) leverage both the power...
CCW Digital Exclusive Research: New World of Agent Work - Trends, Challenges, and Opportunities
December 29 by Brian CantorIn addition to highlighting key trends, challenges, and opportunities for employee engagement, the report uncovers commonalities and discrepancies between how leaders and frontline employees feel abou...