LATEST CONTENT

Lisa Schulman
Rent The Runway CEO Jennifer Hyman talks about disrupting the fashion industry and breaking down barriers in the business world
July 24, 2017 Lisa Schulman
Seth Adler
While we were hard at work on the Executive Report, the two most recent interviews on the CCW podcast featured top level executives from Cabela's and Ashley's Home Furniture; each discussing how they each respectively look at customer experience.
July 20, 2017 Seth Adler
CCWDigital1
"My retire plan is to die in an avalanche." "It's a very special person in the contact center." - We look at great, exclusive quotes delivered by leaders from Cisco, GM, Ashley HomeStore, Microsoft, Frontier, NewEgg, and more!
July 20, 2017 CCW Digital

WEBINARS

Ian Jacobs
What You Need to Know About Modern Multichannel Analytics
Watch now »
IBM Globe
Watson Virtual Agent: Interact with your customers like never before
Watch now »
Donna-Fluss
Speech Analytics: Best Practices & Pitfalls to Avoid
Watch now »
Microsoft Dynamics CRM Knowledge Management: How to Empower Your Service Team
Watch now »
Roger Lee
Ready to Get Noticed? Selling the Value of the Contact Center Inside Your Organization
Watch now »
Tucker Hall
Turn Your Customer Support Portal into a Self-Service Engine
Watch now »

EVENTS

August 13 - 15, 2017
Loews Luxury Downtown Hotel, Chicago, IL, United States
August 21 - 24, 2017
Hilton Toronto, Toronto, ON, Canada
August 22 - 24, 2017
Radisson Blu Hotel, Nairobi, Kenya
September 12 - 14, 2017
Marina Bay Sands, Singapore, Singapore
September 11 - 22, 2017
United States
September 25 - 28, 2017
Chicago, IL

CUSTOMER EXPERIENCE

brian
What causes customers to complain? Here are the Top 5 factors!
July 14, 2017 by Brian Cantor
cx report cover
You care about the customer experience. You’re investing in the customer experience. But is the... Read more »
July 12, 2017 by Brian Cantor
Shawn Castle
Valvoline takes a pro-customer and pro-agent approach to the contact center. Is it any wonder the... Read more »
June 23, 2017 by Shawn Castle

PERFORMANCE & METRICS

brian
Who won the CCW Excellence Awards for best-in-class contact center, top outsourcing provider, top... Read more »
July 6, 2017 by Brian Cantor
CCWDigital1
Insights from the NASA Shared Services Center, which is up for best-in-class contact center at this... Read more »
June 16, 2017 by CCW Digital
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
February 21, 2017 by Ben Motteram

AGENT ENGAGEMENT

CCWDigital1
"My retire plan is to die in an avalanche." "It's a very special person in the... Read more »
July 20, 2017 by CCW Digital
Jim Thomsen
For best-in-class contact center finalist Sign-Zone, it's all about the personal touch.
June 23, 2017 by Jim Thomsen
jason
Football helps us understand how sales and service can work together to elevate the overall... Read more »
June 2, 2017 by Jason Karaman

TOOLS & TECHNOLOGIES

Sheri Greenhaus
Numerous innovations - including solutions for customer emotion mapping, artificial intelligence,... Read more »
July 10, 2017 by Sheri Greenhaus
brian
Artificial intelligence is one of the hottest topics in customer experience. But should customer... Read more »
April 7, 2017 by Brian Cantor
Robot Vector
From a revised approach to agent engagement, to artificial intelligence, to the role of voice in an... Read more »
February 7, 2017 by Brian Cantor

CUSTOMER INSIGHTS & ANALYTICS

Lisa Schulman
Rent The Runway CEO Jennifer Hyman talks about disrupting the fashion industry and breaking down... Read more »
July 24, 2017 by Lisa Schulman
CCWDigital1
Choice Hotels' Hui Wu-Curtis, a finalist for CX leader of the year, talks about rethinking... Read more »
June 9, 2017 by CCW Digital
Nate Brown
DiSC can elevate interactions with customers and employees.
May 18, 2017 by Nate Brown

SOCIAL, MOBILE & WEB

rudin
Shaming customers may drive extra conversions, but at what cost?
May 18, 2017 by Andy Rudin
Zach Weiner
There is no shortage of leaders in this space on Twitter. At CCW Digital, we follow a large number... Read more »
November 7, 2016 by Zach Weiner
brian
We compare how Amazon and Jet support customers via web, voice and social channels.
September 6, 2016 by Brian Cantor

Drucker Inspired Management

manager

Leadership Is A Contact Sport: An 8-Step Leadership Development Model for Success

I’ve developed a leadership development model... Learn more »
July 24, 2017
leadership

The First Step In Improving Productivity & Managing For Tomorrow

An organization, whatever its objectives, must be... Learn more »
July 22, 2017

Get the latest CCW Digital news and Updates

Connect with your peers Already a member? Sign In to complete your profile or Become a Member today!

Management Quotes

Visit Management Matters