CCW Archives

Customer Personalization: The time is now for customized experiences

By Gordon Littley, Managing Director, Global Customer Experience Practice, Verizon | Feb 12, 2020 | CC, CC Awards, CCE, CCS, CCW

Presented by Gordon Littley Managing Director, Global Customer Experience Practice Verizon In recent years customer personalization has become ubiquitous. Consumers have come to expect a growing variety of customized experiences. Today, they are even willing to change...

AGILENT CASE STUDY: Creating a Successful Online Community

By Matt Nevill, Customer Community Manager, Agilent Technologies | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog

Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at the 15th...

The Five Cs of True Omnichannel Experiences

By Frost & Sullivan | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog

When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and...

The Power of Turning a Customer Experience into a Positive Memory

By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Jan 9, 2020 | CCE, CCS, CCW, CX Blog

You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...

EXECUTIVE INSIGHT: Mapping Root Cause for Proactive Solutions

By Aisha Ponds, Director, BCBS NC | Nov 18, 2019 | CCE, CCS, CCW

In this preview piece from the upcoming Customer Contact West: A Frost & Sullivan Executive MindXchange Chronicles eBook, Aisha Ponds shares key insights and outlines a process to help organizations map the root causes of customer service issues and develop...