Customer Management Practice

As customer data collection skyrockets, contact center leaders are challenged to harness it effectively and unlock powerful personalization. In her latest article, CCW Digital's Audrey Steeves breaks down the impact of good vs. bad personalization and offers a tried-and-true persuasion strategy framework, with essential Dos and Don’ts for effective personalization - read more at the link below.

Other airlines should look to take a page out of Delta Air Lines’s book and seek out beloved consumer brands for partnerships to stand out in an increasingly competitive market. Check out CMP President Mario Matulich’s thoughts on the airline’s recent announcement that they’ll be adding Shake Shack as a first-class menu item beginning this December and expanding through 2025.

When considering the #FutureofWork, the growing number of tools in an ever-expanding technology stack can feel overwhelming. Enter CMP Research Prism. Hear the Prism’s benefits firsthand from CMP Research’s Nicole Kyle -?to see the results of the first CMP Research Prism assessment, click the link below.

Don't miss CMP Research's webinar, Customer Contact Executive Priorities in 2025 - 2026, happening on Tuesday, December 10th at 2pm ET for benchmarking data on the key challenges and urgent priorities in the next two years, including technology and AI investments. #CMPResearch #CustomerContact #CX #AI Colleen Beers Natalie Beckerman Nicole Kyle

Professional communities aren’t just there to exchange industry insights and accelerate careers—they’re safe havens for when we feel lost, undeserving, and uncertain of our path. Read Shiwon Oh's recap of every impactful and empowering CCWomen moment from last month's Customer Contact Week in Nashville at the link below.

How can organizations attract, engage, and retain a digitally savvy workforce in the ever-evolving customer management sector? We've seen firsthand that creating a culture where employees feel valued, supported, and motivated is more critical than ever. In our latest CMP Blog, explore the key drivers of engagement and retention to build a resilient workforce that helps both employees and businesses thrive. Read the full blog at the link below.

Everyone knows that today's consumer's expectations are high - how can you make YOUR company stand out by delivering high-quality experiences while still fostering brand loyalty? In the latest CMP Blog, we dive into omnichannel integration and give tips on how you and your organization can ensure that your consumer interactions are united, efficient, and top-tier. For the full article, click the link below.

“What we’re trying to do, at the end of the day, is help the employees of the clients we work with to become peak-performers.” Hear Pathstream's Chief Revenue Officer Johnson (Johnsie) Garrett and CMP Research's Nicole Kyle break down the partnership between Pathstream and #CMPCertified to provide the solution needed to help leaders and agents thrive in a rapidly evolving world of CX.

Networking doesn’t always come naturally, but at CCWomen, we believe that all it takes is one special connection to open doors. Our Networking Resource Kit is designed to help you make every interaction count in-person or online, so dive in, build your confidence, and watch your network grow! Download the full kit at the link below. https://lnkd.in/gH5xWxuM #CCWomen #CustomerManagementPractice #theCMPway #Networking #WomeninCX #ResourceKit

92% of leaders believe that in 2024, AI-powered Agent Assist and knowledge management will be the most impactful tools for boosting employee satisfaction and performance. ? In TOMORROW’s CCW Digital Seminar Series, we’ll cover “Knowledge Management & Agent Assist,” showing you how to leverage knowledge management to enhance agent expertise, improve decision-making, streamline communication, and break down silos.? ? Click the link below to register and earn your certificate in ‘Knowledge Management for Customer Contact’ and unlock the key to consistent, effective support.