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Nov 14, 2019

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...

Nov 7, 2019

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.

Oct 31, 2019

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.

Oct 24, 2019

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.

Oct 17, 2019

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.