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Oct 10, 2019

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,...


Oct 3, 2019

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...


Sep 26, 2019

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...


Sep 19, 2019

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...


Sep 12, 2019

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...