Customer Engagement
6 Brands that Handled Customer Complaints on Social Media Like A Boss
October 19 by Kindra CooperSocial media can be confusing for brands, especially when the customer isn't always right
Training and Managing the Customer-Centric Way with Hotwire: Webinar Recap
October 10 by Kindra CooperOnline booking portal Hotwire cut agent training time by 50 percent with personalized training program called Hotstart
Special Report: Empowering Customer-Centric Engagement
October 01 by Brian CantorWhat is causing bad customer experiences? In almost all cases, the answer is simple: a lack of empowerment.
Transformative customer experience and engagement
March 20 by CCW DigitalThe customer journey has shifted. Consumers no longer follow linear paths toward purchasing a product. Instead their journeys wind across organizations’ myriad of digital channels and devices.&nb...
Special Report: Customer Intent
March 15 by CCW Digital EditorCompetent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further. They are not merely offering support; they are empowering customers to...
Special Report: Customer Experience Personalization
December 15 by Brian CantorBusinesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.Businesses ar...
Special Report: CRM
November 15 by Brian CantorThis report is provided by:Most businesses recognize the value of customer relationships. They know they stand to reap considerable rewards by transforming from an organization thatsupplies products&n...
Special Report: Future of CX Employees
September 15 by Brian CantorEmployees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.The “personal connection” is now the paramount differentia...
CCW Fall Executive Report
September 01 by Brian CantorWhat are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...
Special Report: Employee Engagement
August 01 by CCW DigitalOne may use fun, informal initiatives to engage employees, but employee engagement is definitely not “just for fun.”It is not simply a “nice to have.” It is not simply a feel-good, “Kumbaya” component...
What do Cabela's & Ashley Furniture have in common?
July 20 by CCW Digital EditorYou may have seen CCW's sparkling new Executive Report: Customer Experience, if you haven't please download your copy here.While we were hard at work on the Executive Report, the two most recent inter...
Special Report: Customer Engagement
July 05 by Brian CantorOur readers are action-oriented and results-driven: they do not simply want to learn about challenges — they want to leverage innovative thinking to achieve unprecedented success. As a result, w...