Ccw Digital: A Customer Service Online Platform

More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before the purchase and post-purchase phase. Today, business leaders are quickly realizing that they need to align marketing with CX to drive customer acquisition before focusing on customer retention and loyalty.  In this fireside chat, CCW Digital's Matt Wujciak discusses blending marketing, brand perception, and CX with Wajma Mohseni - marketing expert and former Director Of Global Brand Marketing at the WSJ.  Wajma is the Co-founder and co-chair of DJ Green, an environmental initiative at Dow Jones with a network of 300+ global volunteers.  She was also the Judge at ANA (Association of National Advertisers) B2B Awards (2021) and the North American Transform Awards (2017). Wajma was also selected for The Asia Society Young Leaders program in 2010.

CCW Digital's Matt Wujciak and Google's Rob Lawson discuss how Google has turned Search, Maps and more into a conversational experience with Business Messages. Before Google, Rob started (and sometimes sold) companies focussed on mobile advertising, games, communities and messaging. In this fireside chat, you’ll learn: -Different mobile commerce trends -Emerging consumer behaviors in messaging -How to meet customers where they are (and so much more). Rob also touches on how brands like Walmart, Vodafone, Dish, Levi's and JetBlue are successfully using business messaging for customer care, sales/acquisition, and marketing.

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again."   Topics include:  -Shep's number 1 business measurement leaders should be monitoring -Why loyalty programs don't always drive loyalty -Technology driven personalization vs the human touch -Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss: -The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well) -Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce                   -What the answers and lessons learned from manufacturers and service employees who have matured some of these  -As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more For a deeper dive into this topic, check out ServiceNow’s whitepaper on Digitization: the fuel for after-sales services growth.   

Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn’t easy, as we continue to see customer behavior evolve. However, at the end of the day, there is always a premium on understanding your customer. In this episode, Paul Brown, Principle Product Manager at OpenText, gives his insight on customer insights and their role in facilitating more meaningful customer relationships. By uncovering deeper insights, companies can capture a more comprehensive picture of their customer to provide consistent, seamless experiences across all channels. This topic, and more, will be discussed in detail at the upcoming Rethink Experiences for Retail Banking Event, a free online event hosted by OpenText.  In four informative sessions, speakers will discuss what it takes to win over and engage customers in the digital age. The event takes place on June 24 and will also be available for on-demand viewing.  

Convenient digital experiences have become table stakes in the hypercompetitive world of retail banking. True brand differentiation -- and lasting customer loyalty -- hinges on securing trust through personalized experiences at every moment of truth. What does it take to deliver that degree of personalization and trust in the digital world? How do we stand out from the crowd - not just in terms of our offering - but in terms of our values? How can we improve the efficacy and conversion rates of our activities?   Ahead of his speaking session at Rethinking Experiences for Retail Banking, a free online event taking place on June 24 and subsequently available on-demand, Guy Hellier, VP of Product Management, Digital Experience at OpenText, answers these questions and more on the CCW Digital Podcast. Secure your free spot in the upcoming event here.

Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promise. As customer experience becomes the major differentiator, uncovering improvement areas to create more value is an essential step in their strategy, as well as for consumers.   This topic will take center stage at the upcoming Rethink Experiences for Retail Banking, a free online event hosted by OpenText. Across four engaging sessions, the insightful speakers will reveal what it takes to win customers through personalized, seamless, digital experiences. The event takes place on June 24 and will be available for on-demand viewing. Register here. 

Is remote work really the future, or will there be more of a hybrid policy? Will companies offer remote work as a perk to senior level employees only, or for everyone? Will certain departments come into the office some days out the week while others are in an office every day? How will this influence leasing costs for office space? And arguably most importantly, how will your company's policy affect the living arrangements of it’s employees? Nearly half way into 2021, many of these questions are still unanswered. CCW Digital Analysts, Matt Wujciak and Brian Cantor dive into remote work vs. work-from-home, and the effects it's having on the employee and customer experience.

On this special episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak sit down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole.  Topics include:  -Insights from Mike's recent interview with Forbes on vaccine distribution and administration. -The future of self-service. -AI and automation's greatest impacts on customer experience.  -Digitized workflows (and so much more).  For a deeper dive into this topic, check out ServiceNow's webinar on 10 best practices to solve vaccine management challenges. 

Join a high-level conversation with CCW Digital Analyst, Matt Wujciak and Loris CEO, Etie Hertz as Etie covers the future of customer service, agent/employee training, digital channels, and consumer behavior. Etie is the CEO of Loris, an AI tool that provides real time coaching to customer service agents as they navigate hard conversations. Loris provides dynamic text suggestions to agents who are helping customers via digital channels including chat, email, SMS and messaging. Etie began his career as a corporate attorney at a large, multinational firm focusing on M&A and Venture Capital. He left in ‘07 to start an investing company and that led him to start several businesses - some of which failed and a few that succeeded. In 2008 he founded a payments company that he sold in 2015 to ShopKeep--the first iPad based point of sale company (preceding even Square). He served as the CRO at Shopkeep, which was then acquired by Lightspeed, a publicly traded Point of Sale company. Now, as the CEO of Loris, he's

Mastercard Chief Marketing Officer, Raja Rajamannar has been recognized by Business Insider as the top 25 Most Innovative CMOs in the World, and Forbes as the 2018 Top 5 Most Influential CMO’s in the world. In this episode, Raja joins CCW Digital Analyst Matt Wujciak to discuss lessons from his new book, Quantum Marketing.

Michael Levitt is a Fortune 500 consultant, #1 bestselling author, and host of the Breakfast Leadership Show, a top 200 podcast on iTunes. He is a 2x Top 20 Global Thought Leader on Culture with Thinkers360. He's also a Cognitive Behavioral Therapist, speaker, and columnist for CEOWORLD magazine. Join Michael as he sits down with CCW Digital's Analyst and Writer, Matt Wujciak, to talk about the rise of corporate "burnout."

It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East focuses on employees first. Here's what their Head of People Experience, Rhency Padilla had to say on the topic, following Qualtrics' Work Different event. 

Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the historic house museum and tourist attraction used consumer data to deliver the right marketing tactics and desirable customer experiences.

Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.   

Freshly's VP of Customer Experience, Colin Crowley, (recently featured in the WSJ) discusses how the meal subscription delivery service has been capitalizing on speed of service during the pandemic. 

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service. 

CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COVID-19 era. 

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now Grubhub).

Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marketing with the right tools and strategies.