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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...


Sep 5, 2019

Should your contact center team's use of data be creepy, costly, risky ... or customer-centric? This isn't a trick question, but actually achieving the customer-centric outcome CAN be very tricky. Luckily, Brad Lemons of Nationwide is on your side. He'll be sharing best practices for using customer data in his...