CCW Digital Executive Interview Series

Everyone knows the importance of the customer experience.  The leaders interviewed on the CCW Digital Executive Interview Series have taken the action – and reaped the rewards.  Get an inside look at how they did it, including the technology they used, strategies they employed and even the mistakes they made on their journeys to customer experience excellence.

LegalZoom's Michelle Lopez: Empower Agents To Connect With Customers: Your employees represent your greatest CX asset. Here is how to ensure they live up to their potential -- and establish meaningful connections with customers.Listen now

05/26/2017

Salesforce's Keith Pearce: Make CX Your Differentiator In The Omnichannel World: We’re told customer experience is the last great differentiator, but what does it take to actually achieve a competitive advantage in today's omnichannel world?Listen now

05/12/2017

Citi's Michelle Brigman: Don't Just Hear Your Customers - Listen: Michelle Brigman, director of customer listening and engagement, reveals how customer listening has helped Citi elevate its experience.Listen now

05/12/2017

Peter Guber On Customer Experience: Aim At Their Hearts, Not Their Wallets: Peter Guber joins CCW Digital's podcast to discuss the importance of connecting with customers. "Aim at their hearts, not their wallets," declares the sports and entertainment mogul.Listen now

01/30/2017

Easy & Personalized: The Experience Your Customers Really Want: "Customers are not looking to do yoga when they go to the grocery store. They're not looking to go on a roller coaster when they go to the airport." Here is what they *do* want.Listen now

06/27/2016

Airbnb Q&A: Creating a Magical, Transformative Customer Experience Culture: We are all striving to cultivate this "mojo." We want our customer experiences and agent experiences to become magical, because magical experiences drive glorious business resultsListen now

05/10/2016

CareerBuilder on Tech Support That is Personal, Customer-Centric and Valuable: Tech support might not be the most glamorous business function, but it is irrefutably one of the most important. Representing a source of empowerment for customers and employees who need issues quickly--and successfully--resolved, tech support can serve as a business' top driver of value and differentiation.But because it is known traditionall... Listen now

09/08/2014

Good Contact Centres vs. Bad Contact Centres - What's the Difference?: Few things are more familiar to contact centre professionals than criticism.  They are consistently bombarded with complaints about the ways their centres are damaging customer experiences and adversely impacting profitability. A more valuable--and markedly rarer--approach involves offering guidance on what they can do to become better.  What s... Listen now

05/19/2014

Don't Let the TCPA Cripple Your Modern, Multi-Channel Contact Center: Your organization likely feels very confident about its understanding of the Telephone Consumer Protection Act (TCPA). The legislation is, after all, more than twenty years old. No outbound, customer-facing call center could have survived the past two decades without an appreciation for the impact of the TCPA. But today’s call centers a... Listen now

04/21/2014

Amazon's Mayday Button: Why Customer Service Needs a Human Touch: It might be one feature offered by one company, but the "Mayday" button on Amazon's Kindle Fire speaks to an essential ingredient in today's customer experiences: human interaction. On the surface, the marketplace--and life in general--seems to be moving away from personal communication. Thanks to new technologies and evolving digita... Listen now

12/18/2013