Customer Management Technologies

Sarah Williams – the Chief Customer Experience Officer at Westminster City Council – deconstructs the journey she’s on with customer-facing generative AI.

Technical Customer Support: A Hidden Revenue and Loyalty Creator

Sutherland’s Naveen Mehta and Scandinavian Airlines’ Mattias Helgesson and Andreas Broberg Henning dissect the AI transformation journey they're on together.

Shell’s Global B2C CX Lead Pierluigi Bosco unpacks the challenges associated with leading an AI-based transformation within such a large organisation.

We explore some of the innovations in CX and next-generation service models that are poised to revolutionise the way businesses engage with their customers.

Managing 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.

From 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.

CCW Europe Advisory Board Member Aymen Ismail dives into why messaging platforms are becoming big business and why consumers expect brands to use them.

We 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.

Treasure Data’s Zack Wenthe and Lani Kakiet break down the nuances around how AI-powered technologies can empower brands to better leverage customer data.

Read this case study to find our how Lenovo partnered with Rescue to create approximately $1 million in savings every year.

This 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...