CCW Archives

Tips and Best Practices for Building and Implementing Your Chatbot

By Mike Bowman, Director of Servicing Operations, ECSI | May 24, 2021 | CC, CCE, CCS, CCW, CX Blog, Featured

Considering infusing Artificial Intelligence into your customer service channels? There are a number of reasons why you should! At first, our team at ECSI was skeptical about chatbots. Did we have enough technical ability to manage it? What would our customers think?...

Digital Transformation and our Journey at Empire-Today

By Phil Bennett, Customer Service Operations Manager, Empire-Today | Apr 26, 2021 | CCE, CCS, CCW

Digital transformation is the hot topic these days. From the marketing departments of software firms to the C-level suite in most companies, the idea of transforming to new digital channels using the latest technologies offers us the potential of reaching more...

Capstone – How Pinterest Approaches Customer Segmentation and Tiered Service

By Gerald Hastie, Head of Global Customer Operations, Pinterest | Apr 26, 2021 | CC, CCE, CCS, CCW

Six Strategies to Keep Your Customers Engaged in Uncertain Times

By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Apr 7, 2021 | CC, CC Awards, CCE, CCS, CCW, CX Blog, Featured

As we move past one year of the pandemic, has your customer experience focus changed to reflect evolving circumstances? As many businesses struggle to meet the changing needs of their customers, others are thriving and reaching all- time highs. Let’s look at...