Take a look at the 2021 Exchange Annual Membership Guide and learn more about how an annual membership can help you:Create a custom schedule with your Exchange Representative that fit your prioritiesPrioritize your projects and meet 1:1 with solution providers who can solve your most pressing challengesConnect with industry leaders...

You care about the customer experience. But is the experience you’re creating the one your customers actually want? CCW Digital’s Executive Report on the Customer Experience will answer that question. For the first time ever, we surveyed everyday consumers about what they demand when it comes to the customer experience....

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills. This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents...

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore...

The answer to all such questions is a resounding “not good.” A multilingual engagement strategy will help you remedy that problem. This special report investigates that endeavor. More importantly, it reveals how to successfully launch a multilingual strategy. Topics include:Why multilingual engagement matters in today’s marketHow does the rise of...

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?This report has the answers: Why the rise of technology is really the rise of the employee8 requirements for a great contact center agent4 ways to prepare contact center...

Ideas that are truly “good for the customer and good for the business” are far and few between.Messaging is one of those rare examples. If implemented correctly, messaging can create a markedly more convenient, more satisfying experience for customers. It can also reduce costs and drive revenue for the business....

The customer experience is important to businesses in all industries.It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.While...

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the...

Dear customer contact community: stop sleeping on automation.That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than automation.The issue, however, is that many are missing the true value of automation. They are focusing purely on the superficial impact...

This special report begins by guiding you through the process of designing a great live chat experience and tackles key live chat metrics, before revealing how to make live chat as valuable as possible for both agents and customers. 

The truest measure of customer centricity is how well you meet your customer’s needs. Unfortunately, many organizations are assuming what the customer wants instead of sitting down with customers to understand their paint points and designing products and processes centered around user empathy. This is what design thinking is all...

Customers remain underwhelmed with the experiences they are receiving despite all the emphasis on customer experience initiatives and technologies. Citing in-depth market research, the Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can...

Customers of all demographics engage heavily in digital, which means it is where they will likely have their first encounter with your brand. Are you making a good impression? Not many can answer that question in the affirmative, but this report will make you one of the fortunate few. It...

What challenges are preventing us from making the most of chatbot investments? How can we ensure our chatbots are truly elevating the customer experience? This special report has the answers. It details a customer-centric blueprint for implementing, measuring and optimizing chatbots through artificial intelligence.

As a CCO, you know your customer better than anyone else in your organization. It is important for you to consider how to support your brand identity across the entire CX function to build loyalty and customer lifetime value. 

As a Chief Experience Officer, are you proving that your organization is right to view the customer experience as a pathway to legitimate value? To put it another way, are you maximizing “return on experience” (ROX)? If you're looking to deliver experiences that yield a high ROX, start by capitalizing...

As any CXO is aware, digital engagement is one of the top priorities for improvement in the customer experience realm of 2020.There is a disproportionate correlation between digital engagement and bot technology, consumer preferences, and CX leaders attempting to capitalize on the advantages that digital customer experience tools can provide....

Today, the research shows that customer experience and consumer engagement strategies are far more important to the success of the overall business than most C-level executives understand. As you’ll see throughout this report, these functions are becoming dependent upon the utilization of digital automation in the contact center and responding...

Interested in attending Chief Customer Officer Exchange this May 4-6 in Denver? Take a look at the Post Show Report from last year to see what you missed! 

Interested in attending CXO Exchange in Denver this May 14-16? Take a look at who attended last November in Miami and make sure to reserve your spot! 

Kim Massana, Global Head of Customer Experience for Thomson Reuters, has taken a few moments to deliver this exclusive interview with the Customer Management Practice Team. Kim came to the Chief Customer Officer Exchange this past November to deliver an intimate fireside chat on how Digitizing the Entire Customer Journey...

Integrating empathy and customer-centricity into your business? Join Chief Customer and Marketing Officers alike at the CCO Exchange this May in Chicago!