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Aug 22, 2019

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...


Aug 15, 2019

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...


Aug 8, 2019

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...


Aug 1, 2019

In the hours leading up to the 2019 CCW Excellence Awards, we caught up with two of this year's finalists. First, Northwestern Mutual discusses how his organization is making an omnichannel customer experience a reality. He also shares his perspective on empowering employees. We then welcome Alex Gross of BARK,...


Jul 25, 2019

We love to talk about 360-degree customer views, real-time analytics and actionable intelligence. Putting the insights into action? Well, that's another story. Luckily, CCW participants from Verizon and Verint are here to discuss the mechanics of collecting and leveraging high-caliber customer insights -- across the...