White Papers by CCW Executive Exchange

  • The Future of Contact Center in 2019

    It may be a popular cliche, but the term “back to the basics” does not accurately reflect themindset we have toward the contact center. There is nothing basic about how organizations willinteract with customers in the months and years ahead. They will use new technologies, engagein new channels,...
  • Special Report: The Digital CX

    Are you serious about reducing customer effort? Do you truly honor customer preferences? Are you honestly committed to omnichannel engagement? You need not address these questions with your words. The true answer lies in the quality of your digital customer experience.
  • Special Report: The State of Chatbots

    On the one hand, skeptics were wrong about the longevity of chatbot technology. The hype has not evaporated. Organizations remain fixated on leveraging Al-driven bots within their customer experiences. Technology companies and their backers continue to invest heavily into the chatbot space....
  • 2018 CCW Market Study: The Customer Experience

    The reality is that today’s organizations are making meaningful investments into customerexperience initiatives. Whether on “core” contact center projects like training, outsourcing,CRM systems and telephony platforms or on next-generation solutions like artificial intelligence,sentiment...
  • 2019 Contact Center Predictions

    What will be the focus of the customer contact function in 2019? Spoiler alert — it is the same goal the function had last year, the year before that, and every year since its origin: successfully connecting with customers. Indeed, the central customer contact objective never has and almost...