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.
6 ways AI in contact centres is transforming CX
June 25 by CCW Europe DigitalDiscover 6 AI-driven strategies to transform contact centres into true customer experience powerhouses.
Technical Customer Support: A Hidden Revenue and Loyalty Creator
June 24 by CCW Europe DigitalUnlock hidden revenue and customer loyalty by mastering technical customer support insights in your organization with our expert report.
AI in contact centres: Success stories — and failures
May 31 by CCW Europe DigitalExplore how AI is transforming contact centres with enhanced efficiency, cost reduction, and customer satisfaction
Navigating AI Adoption: The Build versus Buy Conundrum
March 05 by CCW Europe DigitalPaul Cooper (Lancaster University) and Dan Allen (NRLA) discuss Navigating AI Adoption, including AI independence and implementation best practices.
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.
AI at Altitude: Redefining Customer Care in the Airline Industry
August 14 by CCW Europe DigitalSutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning dissect the customer care journey they're on together.
Conversational AI in Action: From Concept to Real-World Impact
July 10 by CCW Europe DigitalDiscover how conversational AI in action moves from concept to real-world application, driving innovation and enhancing customer interactions.
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-gen 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 Building trust with digital-first consumers