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CCW Digital Special Report - Customer Engagement

CCW Digital Special Report - Customer Engagement

Engagement is the ultimate “moment of truth” when it comes to the customer experience.  It is how organizations achieve loyalty from customers and separation from competitors.

Citing exclusive research and thought leader commentary, report investigates several dimensions of engagement strategy:

  • 5 facts about today's customers
  • Top 5 customer demands when interacting with a business
  • 3 keys to successful proactive engagement
  • New standards for agent performance
  • Adapt to the customer’s issue and personality
  • Engagement as a data source
  • CCW Digital’s 5-Step Customer Engagement Toolkit

CCW Digital Special Report - Workforce Management

CCW Digital Special Report - Workforce Management

Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore needs to empower the workforce to perform.

Featuring CCW Digital research, expert analysis, and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:

  • 7 trends affecting workforce management
  • The top 3 priorities for contact center performance
  • The top 3 challenges inhibiting contact center performance
  • 12 ways to elevate workforce management
  • How to improve contact center training
  • How culture impacts workforce management
CCW Digital Special Report - Employee Engagement

CCW Digital Special Report - Employee Engagement

This special report investigates the crucial customer experience tenet that is employee engagement.

What to expect:

  • How employee engagement can attract the best contact center talent
  • 4 ways to create the “happy agents” that yield “happy customers”
  • Use employee engagement to improve contact center productivity
  • Why employee engagement is the key to understanding customers
  • How to reduce agent attrition in your customer experience team

Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Lessonly Report - Rethink the Contact Center, Evaluate Customer Experience

Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.
This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive.
Topics include:

  • Why the value of training goes behind skill development
  • Five mistakes contact centers make when training agents
  • Five ways to elevate your training strategy
  • Case studies: how Vox Mobile and Birchbox improved agent development
Investment Report of December Delegation

Investment Report of December Delegation

Once upon a time, it was the "call center". But as time progressed and the customer journey became the centralized focus of organizational success, the once "call center" has now been developed into the customer contact center. Contact Center Executives today know that the contact center may be the only communication their customers have with their brand and because of that, they need to ensure that every customer touchpoint is being developed and no opportunity is being overlooked. 

The CCW Executive Exchange delegation comes together to network in a peer to peer environment and discuss their challenges as well as meet with world leading solution providers who have been sourced and brought on specifically to adhere to their active tasks. 

Here, you will find the priority investments of the December delegation. Do you offer a cutting-edge solution? Let us know. spex@iqpc.com

CCW Executive Exchange August 2017 Post Show Report

CCW Executive Exchange August 2017 Post Show Report

The CCW Executive Exchange this past August was an amazing experience!

Download the Post Show Report to see:

  • Top Highlights of the Event
  • Top Speaker Quotes
  • On-site Polling Results
  • The most sought after Solution Providers
  • and our Rooftop Cocktail hours!
CCW Digital Fall Executive Report

CCW Digital Fall Executive Report

Driven by exclusive research, analyst commentary and real-life case studies, the CCW Fall Executive Report answers those questions – and more.
Here’s what to expect:

  • An exclusive Heat Map revealing whether organizations are really committed to “trends” like effortlessness, personalization, journey-mapping, mobile, social, analytics and more.
  • A ranking of the top customer experience priorities.
  • How budgets are changing for technology, training and outsourcing.
  • What omnichannel really means for customer management leaders.
  • Details on how CX teams plan to leverage artificial intelligence.
CCW Digital Special Report - Chatbot

CCW Digital Special Report - Chatbot

To unlock the true benefits of chatbots, an organization must source, implement and manage the technology correctly. CCW Digital’s Special Report: Chatbots reveals how to successfully adopt and optimize chatbot investments. The report will ensure chatbots are truly elevating your customer experience.
Topics include:

  • 5 goals that matter most when investing in chatbots
  • 5 ways bots can fit into the CX operation
  • 11 ways to tailor bots to your customers, agents and contact center
  • 5 factors that determine whether your bots will succeed or fail

For additional reports published by CCW Digital, email enquiry@iqpc.com

CCW Digital Special Report - Voice of the Customer

CCW Digital Special Report - Voice of the Customer

The importance of knowing what customers want is easy to understand.

The task of actually acquiring that knowledge – given that different customers want different things at different times – is not always easy to achieve.

This report works to simplify and strengthen that endeavor. It shares numerous conventional and creative methods for not only acquiring the “voice of the customer” but using it to strengthen the overall operation. It is, in essence, a blueprint for customer centricity.
Focuses include:

  • 4 key reasons to focus on the voice of the customer
  • 6 ways to gain customer intelligence
  • 6 strategies for using VoC data to improve the CX
  • A self-assessment tool for measuring your VoC strategy
CCW Digital Special Report - CRM

CCW Digital Special Report - CRM

Most businesses recognize the value of customer relationships.  They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.

Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers.  Only a handful of these organizations are maximizing the ROI of their investments into “CRM.”

CCW Digital’s Special Report on CRM corrects that reality.  Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.

Topics include:

  • A common “CRM” mistake to avoid
  • Top 5 priorities for CRM investments
  • 4 factors to consider when building your relationship strategy
  • 11-step roadmap for making the most of CRM technology

To receive a copy of the via email, email enquiry@iqpc.com

CCW Digital Executive Priorities Report

CCW Digital Executive Priorities Report

With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report. The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge. All organizations can, however, set fundamental goals for the coming year – and why those goals will remain important no matter how the landscape changes in the coming year. This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.

Citing exclusive research and analyst commentary, the report tackles the following topics:

  • The top customer contact strategies for 2018.
  • How organizations plan to elevate the “agent experience.”
  • Why businesses are really excited about automation.
  • 5 most urgent workforce, customer relationship, and omnichannel investments.
  • The most defining quality of a customer-centric brand

To receive a copy of the report via email, email enquiry@iqpc.com

Exclusive Interview with Libba Saptisky

Exclusive Interview with Libba Saptisky

The CCW Executive Exchange continues to live up to its reputation as speaker Libba Sapitsky, Senior Vice President of Customer Experience for Siemens Healthineers is confirmed.

Siemens Healthineers, among its many accomplishments, was ranked 23 on Forbes' Global Fortune 500 List. We spoke with Libba for an exclusive interview to learn more about how she continues to excel in CX while implementing innovative strategies for their millions of consumers and more than 350,000 employees worldwide.

If you would like to receive a copy of this interview via email, please email enquiry@iqpc.com

CCW Digital Special Report - Customer Loyalty

CCW Digital Special Report - Customer Loyalty

Loyalty, it should be noted, is not synonymous with “retention.” It is not about repeat business but about making customers enthusiastic about maintaining – and expanding – a relationship with your brand.

How do you create that loyalty? Citing research, expert analysis and guidance from accomplished CX executive, this CCW Digital Special Report provides the answers.

You’ll learn the following:

  • How to transition from a satisfaction mindset to a loyalty one
  • The 2 types of customer loyalty programs
  • 3 ways to build a loyalty culture in your contact center
  • 6 tactics for increasing customer loyalty
  • 6 ways to use data to drive loyalty
CCW Digital Special Report - Frictionless Experience

CCW Digital Special Report - Frictionless Experience

Nearly every business views the “frictionless customer experience” as a top strategic priority.

But what does that really entail? What exactly constitutes “friction” in the eyes of the customer? What causes this friction? And how can it truly be reduced (or eliminated)?

Backed by research and featuring guidance from leading executives, CCW Digital’s Special Report has the answers.
Key topics include:

  • Is friction really important to customers?
  • Why businesses should take “frictionless” very seriously?
  • Which KPIs can help measure customer effort?
  • 10 keys to reducing customer effort
  • 9-step checklist for using self-service to reduce effort
CCW Digital Special Report - Future of CX Employees

CCW Digital Special Report - Future of CX Employees

The “personal connection” is now the paramount differentiator, and agents are the ones in position to actually create those connections. With self-service increasingly handling transactional matters, agents are also shifting their focus to more nuanced, unpredictable interactions.

How can we prepare agents for this future in which they have to more meaningfully connect with customers during more challenging conversations?
This report has the answers:

  • Why the rise of technology is really the rise of the employee
  • 8 requirements for a great contact center agent
  • 4 ways to prepare contact center agents for the future
  • 5 tips for increasing agent satisfaction
  • 4 reasons to reconsider outsourcing
The CCW Executive Exchange Post Show Report December 2017

The CCW Executive Exchange Post Show Report December 2017

Thank you to everyone who joined us for the CCW Executive Exchange, DEC 2017.

It was another amazingly successful experience and we hope to see all of you in 2018!

This report is packed full with Top moments, Quotes, Feedback and Opportunities.


The next CCW Executive Exchange will be April 15-17, in Scottsdale, if you weren't able to join us in December but would like more information email, enquiry@iqpc.com 

Our Confirmed Guest List

Our Confirmed Guest List

The 2018 CCW Executive Exchange Confirmed Guest List

This April we are kicking off our amazing Exchange Series with the CCW Executive Exchange. This closed-door event invites only the most senior level customer contact executives to come together to network, benchmark, and learn. 

As the exchange events are capped at 50, there are limited seats that are still available. If you are a senior Customer Contact or Experience Executive and you want the opportunity to meet your peers and learn about the most cutting-edge solutions in the market today, email enquiry@iqpc.com

Electronic Arts Worldwide Exclusive Interview

Electronic Arts Worldwide Exclusive Interview

We were able to sit down with Crystal Collier, Head of Strategy, Program & Insights for Electronic Arts Worldwide to better understand how they have been so successful with their Customer Experience initiatives and to talk about what is important for them to maintain their impeccable reputation in the market.


In this interview she talks about:

  • What strategies they have to excel in customer service
  • What technologies are most important to maintain that competitive advantage
  • and What she is most excited about in coming to the CCW Executive Exchange this April 15-17, at the Wigwam Resort
CCW Digital Special Report - CX Automation

CCW Digital Special Report - CX Automation

The issue, however, is that many are missing the true value of automation.

They are focusing purely on the superficial impact on efficiency and missing out on the more noteworthy benefit of automation: markedly elevating the quality of customer engagement. This report explores that more substantive, more customer-centric, more meaningful approach to automation.

Key topics include:

  • Four ways automation can meaningfully elevate customer contact
  • How to ensure your automation initiatives are customer-centric, agent-centric and performance-centric
  • Five best practices for unlocking the real value of automation 
  • Eight examples of automation done right
Karen Tang, VP, Customer Success & Support, Prezi

Karen Tang, VP, Customer Success & Support, Prezi

Karen is focused on delighting our customers at Prezi, and leads the customer success and support teams. She leads the effort of growing Prezi into teams and businesses, and in helping these teams adopt and maximize value out of the product. Prior to Prezi, she spent six years at Google in the Ads and Enterprise space, where she led teams around sales, account management, and renewals. She has an Engineering and Business degree from UC Berkeley and Wharton, respectively, and worked at General Electric in a variety of roles before transitioning to tech.