personalization
Are Experiences are on the Decline?: New Research on Rising Expectations in 2023
July 21 by Brooke LynchCustomer expectations have seemingly outpaced experiences. Today’s customers are looking for more from their favorite brands and are often disappointed by the current state of experiences. CCW is unpa...
Special Report: Customer Service Personalization
May 31 by Brooke LynchGreat CX is now personalized — in 2022, customers expect brands to know them, reward them for their loyalty and recognize their moment-to-moment intentions. According to CCW digital research, industry...
Special Report: Preparing Agent's for the Era of Personalization
March 21 by Brooke LynchWe have officially entered the era of personalization; customers use technology to document and track every move or decision they make. They wear Fitbits to count how many steps they’ve taken, share m...
Why Customer Centric Brands Are Leveraging Zero-Party Data
July 21 by Brooke LynchTo drive personalized interactions with a more open approach, many companies are leveraging zero-party data; a term initially defined as data that is intentionally and proactively shared with a brand.
Personalized Banking Experiences: The Key To Customer Trust
June 21 by Brian CantorTrue success hinges on securing trust through personalized experiences at every moment of truth.
Cookies Are Being Phased Out: What It Means For Customers
April 23 by Brooke LynchWith all major browsers ridding their platforms of cookies by the end of 2022, companies are taking aim at improving transparency and authenticity in an attempt to please a more skeptical consumer.
3 New Ways To Think About Personalization in 2021
February 19 by Brooke LynchCustomers are now used to personalized communications. It no longer feels strange to have a brand send you a birthday message or recommend you reconsider that sweater on your wishlist. However, they f...
Why Empathy And Personalization Will Be Your Greatest KPIs
July 17 by CCW DigitalCCW Digital research confirms that brands that embrace personalization along with empathy (aiming to humanize the customer experience), outperform competitors, arguably more than ever before. But pers...
How Nike Is Enhancing Future Customer Experience Through Brand Image
April 28 by CCW DigitalFor a customer to engage in your channels, stores and media, there needs to be established brand reputation and credibility in order for customers to want to experience them. Here's how Nike does it.
Viral Chick-fil-A Video Provides Deeper Insight Into Brand’s CS Success
January 07 by CCW DigitalIn 2019, Chick-fil-A clinched the number one spot in customer satisfaction for the fast food restaurant industry. A recent viral video reminds us how.
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...
Walmart Shoppers Can Now Use Apple's Siri To Order Groceries: What This Means For The Future Of CX
December 23 by CCW DigitalThe state of voice technology has an undoubtedly dominant demand in the vast market of retail and e-commerce.