CCW
Put Plans Into Action: What to Consider When Adopting Generative AI in the Contact Center
December 20 by CCW Digital EditorIf there's one thing that is certain about the state of customer experience, it’s that generative AI is here to stay. Its incredible growth over the past year has resulted in a major uptick in its pre...
CCW Digital Highlights: Top Discussions on CX Trends Today
September 29 by Brooke Lynch2023 has been a big year for CX leaders thus far, with the introduction of generative AI, the ever-increasing customer expectations and shift to customer-centric strategies, there has been plenty to c...
CCW Las Vegas Presents: 2023 April Market Study: Customer Contact Industry Review
April 25 by Brian CantorThis research-driven Market Study will review the new state of the contact center, uncovering strategies for agent engagement, digital communication, artificial intelligence, customer data, and more,...
CCW Current Attendee Snapshot
April 21 by Caitlyn HughesBrimming with cutting-edge content from an unmatched collection of top executives and business leaders in the customer contact & CX profession, Customer Contact Week celebrates its 25th anniversary in...
CCW Vegas Current Attendee Snapshot
April 20 by Grace FreundCheck out who attends the world's #1 Customer Contact Event series?
Q&A with TGI Friday's CXO: Sherif Mityas
February 20 by Michael DeJagerCustomer Contact Week’s Principal Analyst & Head of Product Development, Michael DeJager, chats with TGI Friday's Chief Experience Officer about the transformation of this role as well as some tips an...
Verizon Capitalizing On Automation and Humanization With VP, Kelley Kurtzman
February 06 by CCW Digital“It’s really how you take that automation with timely human assistance and marry those together. I think that’s a home run,” Kelley Kurtzman, Verizon Vice President - Global Consumer Sales & Service C...
Revamping Your 2020 Customer Service Model Through Operational Transparency
January 07 by CCW DigitalAs automation will continue to be a driving factor in 2020 customer service, use technology not only for efficiency, metrics, and operational productivity, but enhance customer experiences through ope...
From AI Crossovers to AI Chatbots: The NBA Has Found a New Cheat Code
December 02 by CCW DigitalThe NBA announced a partnership last week with AI customer-centric start-up, GameOn Technology.
The Real Reason Instagram is Getting Rid of Likes and What it Means for Your Brand
November 14 by CCW DigitalTwitter, Instagram, and potentially Facebook want to get rid of the most widely accepted metric for digital popularity, and social media marketing engagement – the era of the “like.” Why? Is it the ps...
Harvard Business Review Reveals Negotiation Tactics in One of the Biggest Deals in Sports Media History
November 11 by CCW DigitalNegotiation, by nature, requires compromise, which means there is no such thing as absolute power. However, as the study of Murdoch reveals, recognizing niche strategies like timing and influence can...
Future Channels of Customer Centricity: 2025
November 07 by CCW DigitalSolving a consumer’s pain point will always be the focus of meaningful customer service. However, the question is, where will technology make its biggest impact to help organizations solve these pain...