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.
Customers are not responsible for fixing your broken customer experience.
Artificial intelligence is one of the hottest topics in customer experience. But should customer service representatives be worried about losing their jobs?
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.
They're supposed to be about connecting with customers. Why, then, do we let so many customer service interactions turn into heated arguments?
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.
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.
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!
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.
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.