Articles
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.
Top News in Customer Contact | Week of 11/25/2024
November 25 by Audrey Steeves
Top stories in customer service, customer contact technology, and AI for call centers in November 2024.
Why Chick-fil-A Employees Deliver Outstanding Customer Service
November 21 by Brooke Lynch
Why Chick-fil-A Employees Deliver Outstanding Customer Service. Insights on one of the best customer service companies employee experience.
Next-Generation Mechanisms of Agent Empowerment
November 20 by Audrey Steeves
Agent assist is just one type of call center technology that has potential to improve agent engagement.
