Customer Management Technologies
Do you have access to the tools to carry out your customer-centric vision? With content related to AI, CRM, call centre platforms, workforce optimisation, routing and more, this section is your crash course in contact centre technology.
Implementing Customer-Facing Generative AI Safely and Securely
September 16 by CCW Europe DigitalSarah Williams – the Chief Customer Experience Officer at Westminster City Council – deconstructs the journey she’s on with customer-facing generative AI.
Navigating AI Adoption: The Build versus Buy Conundrum
March 05 by CCW Europe DigitalPaul Cooper (Lancaster University) and Dan Allen (NRLA) offer insights around AI scalability, maintaining AI independence, and implementation best practices.
Technical Customer Support: A Hidden Revenue and Loyalty Creator
January 30 by CCW Europe DigitalTechnical Customer Support: A Hidden Revenue and Loyalty Creator
AI at Altitude: Redefining Customer Service in the Airline Industry
August 14 by CCW Europe DigitalSutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning dissect the AI transformation journey they're on together.
Conversational AI in Action: From Concept to Real-World Application
July 10 by CCW Europe DigitalDiscover how conversational AI in action moves from concept to real-world application, driving innovation and enhancing customer interactions.
Future Innovations in CX and Next-Gen Service Models
March 12 by CCW Europe DigitalWe explore some of the innovations in CX and next-generation service models that are poised to revolutionise the way businesses engage with their customers.
From Storefronts to Screens: Inside Customer Care at Lush
April 17 by CCW Europe DigitalManaging the global customer care function at LUSH is such a huge responsibility that the company has two people dedicated to it. Here, we speak with them both.
3 Common Chatbot Pitfalls to Avoid
March 26 by CCW Europe DigitalFrom excessive use of jargon, to a lack of audience understanding, to setting and forgetting, we look at the most common chatbot pitfalls brands succumb to.
The Role of Messaging Platforms in Powering the Omniexperience
January 23 by Aymen IsmailCCW Europe Advisory Board Member Aymen Ismail dives into why messaging platforms are becoming big business and why consumers expect brands to use them.
How AI Can Build Trust with Digital-First Consumers
November 13 by CCW Europe DigitalWe explore how brands can tap into the promise of AI-powered insights to get on the front foot when it comes to proactively connecting with consumers.
Sizing the Impact of AI on Customer Data Analytics
November 03 by CCW Europe DigitalTreasure Data’s Zack Wenthe and Lani Kakiet break down the nuances around how AI-powered technologies can empower brands to better leverage customer data.
Successfully Supporting a Globally Growing Customer Base
August 18 by CCW Europe DigitalRead this case study to find our how Lenovo partnered with Rescue to create approximately $1 million in savings every year.