Ccw Digital: A Customer Service Online Platform

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.

WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights and comical personal stories.

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.

Former contact center leader at Microsoft, Dee Nilles shares some of her best practices for managing thousands of agents, inisghts on the future of the contact center, and effective strategies on how to combine technology and personable corporate culture.

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.

In this two-part episode from CCW Austin, we welcome Stacey Haynes from Fossil and Aransas Savas from WW (formerly Weight Watchers). Stacey begins by revealing how to make the most of customer experience partnerships, while Aransas shares how to make purposeful design the centerpiece of your customer contact (and business) strategy.

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.

Live from CCW Austin, "Wonder-FULL" author Kelly Radi reveals how to unleash your inner superpowers, which will in turn help your team members play to their strengths. The result will be a better, more empowering office dynamic -- and a better, more customer-centric engagement experience.

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.

The customer experience is too important to leave to chance or guesswork. Let Trent Haynes from BNY Mellon Pershing and Brian LaRoche from CallMiner reveal how a deeper approach to analytics can help you better understand your customer -- and better position your agents for success.

You can't create a great experience without knowing your customers. But if "knowing your customers" is the only purpose of your customer intelligence strategy, you're missing out on some significant opportunities. Live from CCW Austin, Allison Corley from Mercedes-Benz Financial Services shares her more multi-faceted, dynamic analytics success story.

The insurance industry is one of the top 5-10 industries to be disrupted in the next 10 years through autonomous vehicles, internet of things and changing consumer demands. Insurance Australia Group (IAG), the largest general insurer in Australia and New Zealand, has ambitious plans to lead the digital transformation in the insurance industry by becoming the "Amazon of insurance.' It plans to do so by going from selling insurance products to becoming an "ecosystem" or marketplace for insurance and safety. In this podcast, we hear from Brent Burgess, digital technology executive at IAG, on how the company plans to achieve its ambitions.

The most common use cases for CX automation are for not for the customer; they're designed to augment agent performance. The biggest challenge for agents is having to do back-office tasks and search knowledge bases while servicing a customer, hence the importance of robotic process automation and striking a balance between the human touch and automated processes. In this podcast interview with CCW Digital, Sateesh Seetharamiah, vice president and global product head at AssistEdge for EdgeVerve, a subsidiary of Infosys, discusses why cutting-edge CX automation tools combine RPA with artificial intelligence to augment agent performance.

How do you build an effective CX strategy when your team is spread across the world and your direct customer is not the end user? Like many B2B and B2C businesses, that was the challenge facing PostNL, the premier postal provider for the Netherlands. In today's experience economy, it's all about going the extra mile. For this podcast episode, we interviewed Mark Eldridge, chief customer officer of PostNL Cross Border Solutions, and Verena Junginger, customer contact manager for Spring Global Delivery Services. After undergoing a digital transformation and CX transformation over the last two years, PostNL has transformed from a traditional mail company into a logistics services company supporting e-commerce. For instance, they can collect parcels at home for customers who wish to return items purchased online, deliver flowers and meals and even assist with furniture assembly. Eldridge says it was important to make a cultural shift for the customer-centric mindset to become "just the way we do things around her

Global powerhouse Rakuten has benefited greatly from its commitment to an omnichannel experience, and two leaders from the organization recently joined CCW Digital to discuss their road to success. They were joined by Martin Taylor, whose company Content Guru helped to empower their journey -- and the omnichannel revolution within so many other leading organizations.

Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very tricky. Luckily, Brad Lemons of Nationwide is on your side. He'll be sharing best practices for using customer data in his presentation at CCW Austin. Ahead of the eagerly anticipated event, he shares some insights on the CCW Digital Podcast.

Because customer centricity involves elevating the entire journey, you cannot focus solely on a particular channel or function. You need to consider the entire, end-to-end experience. Certain channels do, however, play a particularly vital role in capturing data about the customer experience. Chat is one of them, and in this exclusive podcast, Jim Iyoob of ETech and Matt Cecil of Verizon reveal how they leverage the available insights to better understand customers, better empower agents, and better elevate the entire customer journey. The conversation closes with tips on how to communicate the findings to "non-call center" stakeholders in the business.

You've heard data can empower a great customer experience, but how do you achieve that connection? How do you acquire the right data, interpret those insights and then create actionable intelligence for your key stakeholders? Brian LaRoche of CallMiner and Cristopher Kuehl of Sitel answer this question in a podcast conducted at CCW Vegas.

Leading equine etailer SmartPak has all the ingredients for a "human" customer experience -- a clearly defined market, employees who truly know and care about horses and a passionate commitment to customer experience. But how does the organization measure this humanity? How, more importantly, does it transform a customer-centric framework into demonstrable business results? This episode of the CCW Digital podcast has the answers.

On the one hand, emerging organizations have the opportunity to adopt a customer-centric vision from day one. On the other hand, emerging organizations have the unique challenge of preserving that vision as they rapidly scale in terms of size, region and scope. In this exclusive CCW Digital podcast, Meredith Molloy of Purple Carrot reveals how her organization is navigating this challenge. She also shares guidance for turning agents into true customer advocates -- and then measuring performance.