Articles
Guinness’ Winning Approach to Organic Customer Experiences
February 06 by Audrey Steeves
Guinness’ responds correctly to viral "split the G" beer drinking challenge.
Top News in Customer Contact | January 2025
January 27 by Audrey Steeves
Top News Stories in Customer Contact and CX January 2025
What is Customer Centricity?: A Guide for 2025
January 16 by Brooke Lynch
What is customer centricity? And what does it mean in 2025? Here is a guide for achieving customer centricity today.
CCW Digital’s 2025 CX Predictions
January 09 by CCW Digital
CCW Digital's analyst team offers CX and EX predictions for 2025.
Top Trends in Customer Contact in 2024
December 30 by Audrey Steeves
CCW Digital reviews the top trends in customer contact for 2024.
Balancing Customer Centricity and Cost in Return Policies
December 13 by Audrey Steeves
Between uncertain customers and new types of scams, returns are costing companies more and more
Top News in Customer Contact | Week of 12/9/2024
December 09 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in December 2024.
The Rise and Fall of Spotify Wrapped
December 05 by Audrey Steeves
2024 Spotify Wrapped leaves users disappointed and missing the "old Spotify."
Anticipating the Effect of DOGE on Federal CX Initiatives
December 02 by Audrey Steeves
We may soon take for granted the ever-improving customer service provided by the US federal government.
Top News in Customer Contact | Week of 12/2/2025
December 02 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in December 2024.
Webinar Data Exclusive: Elevate Humans and Systems With The Power of Speech Analytics
November 29 by Brian Cantor
As 2025 arrives, answer a key question: are you making the most of your customer data? If you can't answer yes, you can't elevate human and AI performance.
Measuring Customer Experiences with the Black Friday Barometer
November 26 by Audrey Steeves
E-commerce has led to diminished levels of in-person shopping, hollowing Black Friday of its significance.
