White Papers

Special Report: Customer Loyalty

Special Report: Customer Loyalty

True success in today’s marketplace involves building lasting, meaningful connections with customers.

It involves looking beyond “customer satisfaction” – and focusing on 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


If you would like a copy of this to be sent to you directly, contact us

Special Report: Future of CX Employees

Special Report: Future of CX Employees

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.

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


If you would like a copy of this report to be sent to you directly, contact us

2018 CCW Market Study: Performance & Metrics

2018 CCW Market Study: Performance & Metrics

All organizations have key objectives for their customer contact functions. They know how they feel about “efficiency vs. customer metrics.” They recognize the demand for low-effort, highly personalized interactions.

They may not, however, know exactly how to achieve those goals. CCW Digital’s Market Study provides a detailed blueprint for success.

Driven by research, case studies and expert analysis, the report tackles all corners of performance management. It identifies gaps in measurement, challenges with systems and “pain points” for agents.

More importantly, it shares numerous pathways for overcoming all such inhibitors. Download your copy today!

Some topics include:

  • Which metrics are organizations prioritizing – and ignoring?
  • Top strategies for reducing customer effort
  • Top 5 agent and customer complaints
  • How to create a “performance culture” within the contact center
  • Steps for leveraging AI and automation to boost performance
  • How “omnichannel” and “customer centricity” are impacting performance goals


If you would like a copy of this report to be sent to you directly, contact us

Special Report: Self-Service

Special Report: Self-Service

We all have IVR horror stories. We have all struggled to find what we wanted on FAQ pages.

Indeed, self-service has historically been a source of frustration within the customer experience journey. And yet, it represents one of the biggest trends and investment priorities for today’s contact centers. It, in the eyes of many thought leaders, represents an impactful way to elevate the customer experience.

What changed? More importantly, what must you change about your self-service strategy to ensure it wins over your customers?


This special report has the answers. Topics include:

  • Urgent self-service trends you need to know now
  • The biggest self-service myths, misconceptions and mistakes
  • Six ways to meaningfully elevate your self-service offerings
  • How the demand for “personalization” is affecting self-service

Special Report: Customer Journey Mapping

Special Report: Customer Journey Mapping

In today’s era of customer centricity, you cannot afford to make guesses or assumptions about customer demands. You cannot impose broad, impersonal, business-minded experiences on those customers. You cannot allow silos to create frustrating “pain points” for your customers.

This Special Report on Customer Journeys will help you avoid those pitfalls.

Not simply a call to think about customer journeys, this report explores how to leverage journey maps to orchestrate frictionless, personalized, engaging experiences across all channels.

Topics include:

  • 3 ways to increase customer centricity with journey maps
  • 6 ways to drive business results with journey maps
  • 5 challenges to mapping (and improving) customer journeys
  • 5 steps for meaningfully elevating the customer experience
Special Report: Intelligent Customer Contact Workforce

Special Report: Intelligent Customer Contact Workforce

Your agents may be smart. They may have a thorough grasp of your products, scripts and policies.

But are they “intelligent”? Do they have the insight and capability needed to provide customers with frictionless, personalized experiences when and where they are demanding them?

This report explores that more important form of contact center intelligence. It reveals how to cultivate a team of empowered, agile agents who can meaningfully connect with customers at all touch points. Thanks to that superior form of engagement, you will markedly grow customer loyalty and dramatically outperform your competitors.


Topics include:

  • 4 reasons why “intelligent agents” are the key to a successful contact center
  • Five threats to agent intelligence – and a successful customer experience
  • 4-step blueprint for cultivating intelligence within your contact center
  • Assessment quiz to determine whether your agents are intelligent
Special Report: Customer Intent

Special Report: Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point.

There's a simple key to delivering this superior experience: understanding customer intent.

Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what.

This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement. Topics include:

  • 5 questions that reveal customer intent
  • 7 ways to use intent to radically improve the customer experience
  • How to overcome key challenges
  • 7 best practices for getting started with intent-driven engagement
  • Examples of intent-driven engagement in travel, telecom, finance and retail



Special Report: CX Automation

Special Report: CX Automation

Dear customer contact community: stop sleeping on automation.

That may seem like a confusing recommendation. Virtually no customer experience topic, after all, is commanding more hype (and investment consideration) than 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
Special Report: Omnichannel

Special Report: Omnichannel

CCW Digital confirms that only a small percentage of businesses are capable of delivering seamless, omnichannel experiences for their customers.

It is not that they don’t want to; businesses almost universally recognize the importance of omnichannel. It is that they are not adopting the necessary approach – and/or not taking the necessary steps to create an omnichannel contact center.

This special report changes that. Instead of telling you something you already know (omnichannel is key), it focuses the specific strategic, operational and technological steps you must take to truly “go omnichannel.”

Topics include:

  • Debunking a key omnichannel myth
  • Research on what customers want and how businesses are struggling
  • 5 steps to building an omnichannel contact center
  • 5 crucial elements of an omnichannel strategy
  • Omnichannel assessment tool

Special Report: Contact Center Security, Authentication & Fraud Prevention

Special Report: Contact Center Security, Authentication & Fraud Prevention

The contact center is under siege, and many organizations are greatly unprepared.


Still reliant upon antiquated, insufficient authentication techniques, these organizations leave their contact centers – particularly the voice channel – vulnerable.  Worse, these ineffective endeavors actually hurt the customer experience.  They make interactions slower and more frustrating.


It is time to fix this problem.  It is time to pair authentication and fraud prevention in a way that creates more security and more agent and customer satisfaction.  This report explores the customer-centric way to strengthen security.  Topics include:

  • 5 reasons contact centers are vulnerable
  • Six imperatives for contact center authentication and fraud prevention
  • 3 ways customer demands are impacting the state of security
  • Tips, tools, and metrics for strengthening the contact center
  • 4 ways authentication and fraud prevention can add value to the customer experience


If you would like a copy of this report to be sent to you directly, contact us here


2018 CCW Market Study: The Customer Experience

2018 CCW Market Study: The Customer Experience

This may be the era of customer centricity, but it is also one of disappointing customer experiences.

Despite all the emphasis on customer experience initiatives and technologies, research confirms that customers remain underwhelmed with the experiences they are receiving. They are not consistently getting what they want from organizations – or their employees.

What’s worse: organizations are not being complacent. They are investing in the customer experience. They are trying to improve. Unfortunately, their actions are not working.

Citing in-depth market research, the 2018 Customer Experience Market Study is designed to fix this problem. It reveals what customers really want, how organizations are missing the boat, and what they can do to close the gaps.


Topics include:

  • Five things that really matter to today’s customers
  • The biggest customer complaints
  • Proof that a great CX = a successful business
  • How customers really feel about chatbots
  • Top customer service metrics
  • Common mistakes with customer journey mapping
  • Troubling statistics about the “voice of the customer”
  • Big customer data challenges


To get a copy of this market study sent to you directly, contact us here