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May 30, 2019

Both CCW and Alorica are celebrating their twentieth anniversaries. As part of the occasion, Alorica president Colleen Beers joins our podcast to reflect on the past two decades of customer contact. How have customer demands evolved? Which technologies have changed the game? Beers also looks toward the future of the...


May 23, 2019

Humanity is the theme of today's two-part episode. First, Deb Zell shares how Dell Technologies uses contact center data to better understand (and deliver for) our customers. Later, Mel Penna reveals how Comcast adopts a human perspective to CX strategy, including the decisions it makes about processes and technologies.


May 16, 2019

UX designers Benjamin Judy and Lily Bather discuss how they're building the next generation of 7-Eleven digital products to transform convenience retail into an on-demand experience. Lily is an interaction designer who is working to enhance the retail experience by crafting 7-Eleven’s next generation of...


May 9, 2019

ADP's innovation centers in Pasadena, CA and Chelsea, New York are a hive of prototyping, testing and experimentation. Margot Dear, senior director of customer experience for ADP's compliance solutions, tells CCW Digital about how the agile movement around design thinking caused a sweeping culture change in...


May 2, 2019

How do you become the largest e-commerce company in the entire world? User experience design. Amazon is constantly experimenting and rolling out new features that put the customer first, experimenting with same-day delivery, drones, and even brick-and-mortar stores. Meghan Borsic, Head of UX Research & Design for...