CCW Digital

We are proud to introduce the CCW Digital Magazine, a brand-new publication designed to connect customer contact, CX, and technology leaders with cutting-edge strategies, innovations, and solutions. The inaugural issue of the CCW Digital Magazine will feature perspectives from thought leaders across industries on the hottest topic in tech right now: Generative and Agentic AI. Through interviews with executives, decision makers, subject matter experts, and the CCW Digital analyst team, you will receive first-hand insights on the key factors marking today’s technology landscape. We’ll dive into the variables impacting implementation decisions, how they are shaping customer experiences, and the evolving role of human connection in our digital world. Don’t miss out on the premier resource for understanding the nuances of AI in CX and contact center business in 2025. Click this link to join the CCW Digital Magazine mailing list and receive Issue 01 on Generative & Agentic AI in your inbox this April: https://lnkd.in/gbMmtYm7 For more information about sponsorship opportunities, connect with Simon Copcutt at [email protected].

One week from today, join Brooke Lynch, Divisional Director of Digital at Customer Management Practice, for a 30-minute webinar on the evolving role of the Consumer Financial Protection Bureau (CFPB) and its impact on financial services. Panelists Mariano Tan (CEO of Prosodica) and Steven Messerly (risk management consultant) will discuss how changes to CFPB oversight create both opportunities and risks for contact centers and institutions. Click this link to register for the March 26th webinar today: https://lnkd.in/gUtrAPzF #AI #CFPB #Webinar #CustomerManagementPractice #Prosodica #ContactCenter #CCWDigital #Registration

Proactive customer engagement is not just an aspiration—it’s the foundation of customer-centricity. In this #CustomerThink blog from Brian Cantor, he explores CCW Digital’s recent market study that found that 95% of contact center leaders believe customers will evaluate them based on their ability to provide personalized, proactive care. This means that to truly deliver value, brands must go beyond generic outreach, anticipate customer needs, and engage customers in a thoughtful way. Read the full piece at the link below.

Setting a benchmark for integrating genAI in contact centers. ? Brian Cantor joined Parloa for this insightful webinar on how Timothy Rashkin from Unisys successfully introduced genAI to his organization by building a strong business case, structuring a pilot program, and securing stakeholder buy-in. Learn key strategies for designing pilot programs that not only meet KPIs but earn enthusiastic approval from leadership and explore the growing necessity of real-time translation support in today’s global economy. ? Click here to see the webinar on-demand now: https://lnkd.in/gF7js2Ev ? #AI #Webinar #Unisys #Parloa #IT #CCWDigital #OnDemand #CXTrends #AIinCX

Agentic AI is emerging as a powerful tool that goes beyond generative AI, but why? In this article by Brooke Lynch, we dive into the autonomous decision-making and proactive problem-solving abilities of agentic AI. While many contact center leaders are still working to grasp its full potential, companies like Citi and Talkdesk are already exploring its enhanced customer interactions, optimized workflows, and real-time insights. With 50% of businesses increasing AI investments in 2025, organizations must strategically plan for how AI agents will reshape customer service and employee roles in the near future. Read the full piece at this link: https://lnkd.in/g2xRXRH5 #CustomerContact #Insights #Research #AI #CX #AIinCX #Agentic #Tools #Citi #Talkdesk #Generative #CustomerService #Employees #Interactions

Did you know that according to Bain & Company, companies with higher customer loyalty scores achieved 3.5 times more cumulative shareholder return over ten years? Tune into next week's webinar with Brian Cantor to discover how leading brands are leveraging Google Premium AI to enhance customer experience, and how TTEC’s Customer Care BPO is driving higher NPS scores and cost savings. Click here to register now: https://lnkd.in/g4sszdex #GoogleAI #Webinar #CCWDigital #Register #CXTrends #BainAndCompany #TTEC #CustomerLoyalty #Shareholders

Customer sentiment doesn’t always predict long-term success. Huge thank you to Cynthia Corsetti from Medium for taking the time to interview Managing Director of CCW Digital, Brian Cantor and exploring his firsthand encounters with driving digital transformation initiatives. Read more at the link below to see the how these experiences reinforced the importance of challenging industry norms and taking advantage of opportunities to elevate the customer experience. Full interview here: https://lnkd.in/gAvA28id #CCWDigital #CustomerExperience #ContactCenter #Digital #Transformation #Medium #Interview

In an era where AI hype often overshadows practical solutions, discover how Unisys, a global IT services leader, is taking its first steps toward delivering measurable value through strategic AI implementation in their contact centers. In two weeks, join Brian Cantor, Timothy Rashkin, and his AI partner Parloa on March 11th, 2025 at 2pm EST for a webinar where we'll explore the journey of transforming multilingual customer support through AI-powered real-time translation technology. Click this link to register today: https://lnkd.in/d3su-94P #AI #Webinar #Unisys #IT #CCWDigital #Register #CXTrends #AIinCX

During my time at Customer Contact Week, I encountered many people facing the same business problems. If you're asking any of these questions about your contact center operation, you're not alone: ? How do I make sure I don't fall behind if everyone else is implementing this stuff?? ? What are best practices?? ? Where can I get the most controlled bang for my buck?? ? Do I really need to do a pilot?? ? How do I even get this done? I share my thoughts, takeaways and some answers in this CCW Orlando recap blog. #customerexperience #ccaas #contactcenterai

In a world oversaturated with digital experiences, in-person brand interactions have a unique opportunity to stand out. Guinness’ organic virality in 2024 is a perfect example of this, as the beer brand broke sales records across Europe and the U.S. by simply “Splitting the G”. In this article from Audrey S., we see how Guinness let its product do the work for them and ensured that there will always be a clean Guinness glass and a full Guinness keg to convert a curious bargoer into a fan.?Click this link to read more: https://lnkd.in/drHJHiCR #CCWDigital #Guinness #Product #Brands #Article #Viral #Digital