News
How Stanley Leveraged Customer Engagement to Become the Most Loved Product of 2023
January 11 by Brooke LynchThe Stanley cup has taken over. Take a quick scroll on social media and you’ll spot the sizable water bottle featured almost ubiquitously. Here we break down the rise of Stanley in 2024 and share some key learning moments for engaging customers and redefining your brand.
The CCWomen Newsletter: May 2023
May 31 by Taylor SalmonsRead the CCWomen May 2023 Newsletter to find our featured content of the month and discover ways to get involved in the CCWomen community!
New Report On Airbnb Customer Service Horror Stories Causes Shares To Fall
April 07 by Wandy Felicita OrtizAirbnb’s shares in the stock market fell in value as much as 6% on Thursday after The Bear Cave, a newsletter publication that describes itself as dedicated to “exposing corporate misconduct,” released a report focused on customer service problems the organization has.
Twitter Has Done Away With Free SMS Two-Factor Authentication. Here’s What Users Can Do To Protect Their Data
March 07 by Wandy Felicita OrtizSome Twitter users now have to pay for SMS two-factor authentication, and it's prompting concerns on whether or not the cyber security tactic is worth the money—or worth leaving the platform all together.
No Meetings, Ever? How Shopify's No Meetings Policy Could Hurt CX Teams
February 28 by Brooke LynchAt their best meetings are collaborative and productive. However, meetings have evolved over the past few years. And some brands are deeming them unnecessary — eCommerce platform Shopify announced a new policy to 'subtract' meetings in 2023.
The Home Depot Faces Criticism after Sharing Customer Data: Let's Talk Consent in the Digital Age
February 17 by Brooke LynchTo deliver better experiences and interactions that feel personalized and meaningful for customers, brands rely on data. But, when it feels like boundaries are crossed, however, high levels of personalization feel less and less worth it to data-conscious customers.
Programmer Makes Claims Of Systematic Flaw In Uber Eats Pay Structure
August 26 by CCW Digital"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."
Best Contact Centers Of The Year: CCW At Home
August 25 by CCW DigitalSome customer-centric solution providers are reaching a little higher than others in today's changing environment. These powerhouses received nominations – if not victories – at CCW at Home, The Virtual Companion to CCW Las Vegas.
Macy’s Faces Lawsuit Over AI Facial Recognition
August 12 by CCW DigitalIn many brick-and-mortar retailers’ cases, facial recognition technology has largely been used to reduce shoplifting, especially tracking repeat offenders. However, advances in AI and machine learning are enabling retailers to experiment in other areas – areas that may be breaking the law.
From Controversial Marketing To Customer Service, Peloton In The Hot Seat, Yet Again
June 22 by CCW DigitalPel0ton sales grow while customer service falls short. Have you heard the theme before?
The Top Customer Experience Trends Consumers Are Demanding From Retailers
June 05 by CCW DigitalWe need to adopt a more fluid watch-and-respond approach – one revolving around consumer sentiment. This article will provide retailers with the necessary CX and marketing strategies centered around those specific consumer trends.
U.S. Capitalism Ramping Up Innovation To Get Through COVID-19
April 13 by CCW DigitalThere is another side to COVID-19. A hopeful side. An innovative side. (One you probably haven’t read about). A side that rewards creative innovation and risky digital transformation.