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...

Jul 18, 2019

The rise of "connected technology" and new contact channels should be creating more valuable, convenient experiences for customers. Instead, they often create more complexity and headaches. In this interview from CCW Vegas, speakers from August Home and UJET reveal how to avoid this complexity - and create digital...

Jul 11, 2019

Customer-centric brands do not settle for mapping journeys; they focus on orchestrating great experiences. In this interview, industry influencer Jim Tincher reveals how to create easy, valuable experiences at all key moments of truth. Rather than a source of frustration, your journey will drive more...

Jul 4, 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...

Jul 4, 2019

College Hunks Hauling Junk & Moving won the award for best-in-class contact center at the 2019 CCW Excellence Awards. In this interview, support lead Tim Heidemann reveals how his company achieved excellence. More importantly, he shares how College Hunks will remain customer-centric as it embraces new technology...