Articles

Welcome to CCW Digital's articles section, featuring everything from interviews with contact center leaders, to new customer experience research, to rants (and raves) about customer service at the top brands.

1168 article results
of 116
April 24, 2017 by Blake Morgan
Blake Morgan
Customers are not responsible for fixing your broken customer experience.
April 7, 2017 by Brian Cantor
brian
Artificial intelligence is one of the hottest topics in customer experience. But should customer service representatives be worried about losing their jobs?
April 3, 2017 by CCW Digital
CCWDigital1
You've probably seen quizzes that reveal the city in which you should live or the "Friends" character you most resemble. Ours reveals your #1 customer experience objective.
March 27, 2017 by Brian Cantor
brian
They're supposed to be about connecting with customers. Why, then, do we let so many customer service interactions turn into heated arguments?
March 20, 2017 by Jason Karaman
jason
People do not want to be sold to, but they do want to buy. As a salesperson or a phone representative, sincerely HELPING them make the best decision will yield more sales, a lower cancellation rate, and a higher caliber customer experience.
Tags: sales | profit | revenue
March 13, 2017 by Brian Cantor
brian
This look at the importance of developing meaningful, emotional connections with customers features comments from executives at CareerBuilder, Mrs. Fields, NetJets, Ritz-Carlton and more.
March 6, 2017 by CCW Digital
CCWDigital1
We asked executives from companies like USAA, AARP, The Clorox Company, Citizens Bank and more to provide a word or phrase that best describe the customer experience in 2017. Here are their answers!
March 1, 2017 by CCW Digital
CCWDigital1
Safelite CEO Tom Feeney discusses the company's award-winning, customer-centric culture. He'll be delivering the keynote at CCW in Vegas this June.
February 27, 2017 by Jason Price
Jason Price
That’s not a phrase you’d expected to hear from organisations priding themselves on outstanding customer service, but it’s the message I received.
February 21, 2017 by Ben Motteram
Ben Motteram
If I was structuring a CX program from scratch, what would be the major principles I’d use?
1168 article results
of 116