Most businesses recognize the value of customer relationships. They know they stand to reap considerable rewards by transforming from an organization that supplies products into one that meaningfully connects with customers.
Only a handful of these organizations are actually cultivating great lasting, lucrative bonds with their customers. Only a handful of these organizations are maximizing the ROI of their investments into “CRM.”
CCW Digital’s Special Report on CRM corrects that reality. Featuring exclusive research findings and expert insights, it reveals how to create a CRM strategy that empowers brands to actually connect with customers.
- A common “CRM” mistake to avoid
- Top 5 priorities for CRM investments
- 4 factors to consider when building your relationship strategy
- 11-step roadmap for making the most of CRM technology
With 2018 right around the corner, CCW Digital is thrilled to present its annual Executive Priorities Report.
The customer contact landscape is always changing, and no organization can precisely predict every challenge or opportunity that will emerge.
All organizations can, however, set fundamental goals for the coming year – and why those goals will remain important no matter how the landscape changes in the coming year.
This report explores those goals. It, more importantly, reveals the steps businesses will take to achieve them.
Citing exclusive research and analyst commentary, the report tackles the following topics:
- The top customer contact strategies for 2018.
- How organizations plan to elevate the “agent experience.”
- Why businesses are really excited about automation.
- 5 most urgent workforce, customer relationship and omnichannel investments.
- The most defining quality of a customer-centric brand
Over the past few years, the customer contact community has been bombarded with talk about artificial intelligence, frictionless experiences, agent engagement, data analytics and omnichannel engagement.
As 2018 unfolds, will any of those topics fade away? Will any become more prominent and important? What new trends, ideas and “best practices” will emerge?
To answer these questions, CCW Digital collaborated with 11 of the foremost customer contact executives, analysts and innovators. We’re proud to share their insights, predictions and recommendations in our new Special Report: 2018 Customer Contact Predictions.
The contact center landscape is always evolving and transforming. New contact channels are continuously emerging. Customer preferences are constantly changing. Innovative backend systems are routinely arriving.
Amid all that change, one thing remains constant: the importance of agent development.
Always valuable, agent training initiatives are particularly crucial right now. With self-service increasingly handling simple transactions, agents will focus more heavily on deep, nuanced, unpredictable interactions with customers. They must develop the requisite skills.
This briefing reveals how to cultivate those skills while also emphasizing business efficiency. You’ll develop agents who are more customer-centric and more productive. Topics include:
- Why the value of training goes behind skill development
- Five mistakes contact centers make when training agents
- Five ways to elevate your training strategy
- Case studies: how Vox Mobile and Birchbox improved agent development
Customers expect communication on the channel of their choice on their own time. The role of speed is critical to prove to the customers that you care. Gone are the days of 24-hour responses. Modern technology has set an expectation of near instantaneous service. Customers crave quick resolutions, so speed & efficiency will prove to be the experience differentiator in customer service. We spoke with several experts to get their take on the importance of speed & efficiency in the industry.
If you would like a copy of this to be sent to you directly, contact us.
The customer experience is important to businesses in all industries.
It very much is the business for retail industries. Facing a plethora of similar competitors that sell similar products at similar price points, retailers are particularly reliant on the experience to establish their brand identity, attract customers and differentiate from competitors.
While dealing with those high stakes, retailers also have to consider unique marketplace transformations – including the rise of e-commerce and the demand for omnichannel engagement.
Retail thus provides the perfect backdrop for exploring the state of the customer experience. That is exactly what our Special Report on the Retail Customer Experience does! Key topics include:
- The one customer experience “trap” all retailers need to avoid
- The silver bullet that can improve the customer experience – in any industry
- 7 key retail CX objectives
- 10 ways to create an experience that is good for customers, agents and the business
- A customer experience assessment quiz
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
Businesses almost universally recognize the importance of customer experience personalization. They, in fact, identify personalization as the defining quality of a customer-centric brand.
Businesses are not, however, universally delivering customer experiences. Some struggle to even define personalization -- and determine where it fits into the customer experience journey.
This Special Report eliminates the ambiguity. Citing proprietary research data and expert commentary, it reveals what personalization truly entails, why it matters and how to actually create personalized journeys for customers.
Key topics include:
- The 6-point “Personalization Spectrum.”
- Debunking key "myths" about CX personalization.
- 7 challenges that prevent organizations from personalizing experiences.
- 9 ways to personalize the CX journey.
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 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
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
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