CCW Digital: A Customer Service Online Platform

More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before the purchase and post-purchase phase. Today, business leaders are quickly realizing that they need to align marketing with CX to drive customer acquisition before focusing on customer retention and loyalty. In this fireside chat, CCW Digital's Matt Wujciak discusses blending marketing, brand perception, and CX with Wajma Mohseni - marketing expert and former Director Of Global Brand Marketing at the WSJ. Wajma is the Co-founder and co-chair of DJ Green, an environmental initiative at Dow Jones with a network of 300+ global volunteers. She was also the Judge at ANA (Association of National Advertisers) B2B Awards (2021) and the North American Transform Awards (2017). Wajma was also selected for The Asia Society Young Leaders program in 2010.

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again." Topics include: -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven personalization vs the human touch -Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn't easy, as we continue to see customer behavior evolve. However, at the end of the day, there is always a premium on understanding your customer. In this episode, Paul Brown, Principle Product Manager at OpenText, gives his insight on customer insights and their role in facilitating more meaningful customer relationships. By uncovering deeper insights, companies can capture a more comprehensive picture of their customer to provide consistent, seamless experiences across all channels. This topic, and more, will be discussed in detail at the upcoming Rethink Experiences for Retail Banking Event, a free online event hosted by OpenText. In four informative sessions, speakers will discuss what it takes to win over and engage customers in the digital age. The event takes place on June 24 and will also be available for on-demand viewing.

Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promise. As customer experience becomes the major differentiator, uncovering improvement areas to create more value is an essential step in their strategy, as well as for consumers. This topic will take center stage at the upcoming Rethink Experiences for Retail Banking, a free online event hosted by OpenText. Across four engaging sessions, the insightful speakers will reveal what it takes to win customers through personalized, seamless, digital experiences. The event takes place on June 24 and will be available for on-demand viewing. Register here.

It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East focuses on employees first. Here's what their Head of People Experience, Rhency Padilla had to say on the topic, following Qualtrics' Work Different event.

Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service.

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now Grubhub).

CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experience) and how it translates to CX (customer experience) in this chat on employee engagement.

VP and Verizon Global Sales Leader, Kelley Kurtzman shares her experiences on the importance of personalized and predictive customer service and how Verizon stayes ahead in the automation game.

Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Reservations.com co-founder Mahesh Chaddah, who believes passionately in the human touch, shares his take on where agents and bots fit into the contact center of the future.

From newsworthy security breaches to "low-touch" digital channels, customers are justified in having trust issues. Do not, however, let them question YOUR experience. Take Luke's advice, and learn how to make your entire omnichannel experience secure, customer-centric, frictionless and personalized.

Is customer engagement moving away from voice? Not according to Manny Marrero from Getaroom, whose company continues to make the voice channel its priority. Reliance on a conventional channel does not, however, mean the company is averse to using advanced analytics technology to make more meaningful customer connections.