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.
AI at Altitude: Redefining Customer Service in the Airline Industry
July 04 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
June 27 by CCW Europe DigitalShell’s Global B2C CX Lead Pierluigi Bosco unpacks the challenges associated with leading an AI-based transformation within such a large organisation.
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.
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.
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.
Technical Customer Support: Moving From Cost Centre to Revenue-Driver
July 12 by CCW Europe DigitalThis report discusses the importance of First Call Resolution (FCR) for call centres and the challenges they face in delivering a high FCR rate, as well as the role of soft skills and emotional intell...
View from the Boardroom: How Virgin Media O2 is Staying Ahead of Industry Trends and Leading the Way in CX
May 24 by CCW Europe DigitalAnt Morse, Director of Innovation at Virgin Media O2, discusses the future of innovation and its impact on customer experience.
How ChatGPT Integration is Set to Revolutionise the Contact Centre
May 09 by CCW Europe DigitalChatGPT is set to revolutionise the contact centre industry by providing enhanced customer experience, improved efficiency, reduced operational costs, and improved agent productivity. However, there a...