More times than not, building a 360 degree view of the customer begins with digital marketing and building a positive perception of a product or service before the purchase and post-purchase phase. Today, business leaders are quickly realizing

Ep. 160: Google's Rob Lawson On The Future Of Business Messaging

Oct 28th, 2021 21m 26s

CCW Digital's Matt Wujciak and Google's Rob Lawson discuss how Google has turned Search, Maps and more into a conversational experience with Business Messages. Before Google, Rob started (and sometimes sold) companies focussed on mobile adverti

Ep. 159: Shep Hyken On Improving Customer Loyalty

Oct 15th, 2021 28m 6s

Chief Amazement Officer, Shep Hyken and CCW Digital Senior Analyst, Matt Wujciak discuss the top takeaways from Shep's new book "I'll Be Back: How to Get Customers to Come Back Again & Again." Topics include: -Shep's number 1 business measur

Ep. 158: What Manufacturing Can Teach Us About Customer Service Operations

Jun 28th, 2021 32m 57s

CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss: -The increasing importance of after sales support, specifically in manufacturing (and what o

Ep. 157: Leveraging Customer Insights For Exceptional CX

Jun 18th, 2021 18m 11s

Customer relationships in retail banking are ultimately predicated on trust, but achieving this level of authority isn’t easy, as we continue to see customer behavior evolve. However, at the end of the day, there is always a premium on understa

Ep. 156: Building Customer Trust Through Personalized Banking Experiences

Jun 15th, 2021 23m 19s

Convenient digital experiences have become table stakes in the hypercompetitive world of retail banking. True brand differentiation -- and lasting customer loyalty -- hinges on securing trust through personalized experiences at every moment of

Ep. 155: Why Digital CX Platforms Matter Now More Than Ever

Jun 11th, 2021 24m 23s

Over time banks have built a unique blend of technologies, processes, and culture to address customer requirements. One of the challenges retail banks face today is understanding their toolbox of IT architecture to deliver on their brand promis

Ep. 154: The Difference Between Remote Work and Work-From-Home

May 11th, 2021 48m 16s

Is remote work really the future, or will there be more of a hybrid policy? Will companies offer remote work as a perk to senior level employees only, or for everyone? Will certain departments come into the office some days out the week while o

Ep. 153: How Vaccine Management is Transforming Healthcare (and Customer Service)

Mar 24th, 2021 32m 16s

On this special episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak sit down with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in

Ep. 152: Loris CEO on Building Better Customer Conversations and Employee Training with AI

Mar 16th, 2021 28m 52s

Join a high-level conversation with CCW Digital Analyst, Matt Wujciak and Loris CEO, Etie Hertz as Etie covers the future of customer service, agent/employee training, digital channels, and consumer behavior. Etie is the CEO of Loris, an AI too

Ep. 151: Mastercard CMO Covers the Biggest Challenges and Opportunities in Marketing Today

Mar 2nd, 2021 39m 40s

Mastercard Chief Marketing Officer, Raja Rajamannar has been recognized by Business Insider as the top 25 Most Innovative CMOs in the World, and Forbes as the 2018 Top 5 Most Influential CMO’s in the world. In this episode, Raja joins CCW Digit

Ep. 150: Bestselling Author, Consultant, and Behaviorist Michael Levitt On Avoiding Burnout

Dec 18th, 2020 34m 54s

Michael Levitt is a Fortune 500 consultant, #1 bestselling author, and host of the Breakfast Leadership Show, a top 200 podcast on iTunes. He is a 2x Top 20 Global Thought Leader on Culture with Thinkers360. He's also a Cognitive Behavioral The

Ep. 149: How The Middle East's Largest Retail Operator Focuses On The Employee Experience

Nov 11th, 2020 19m

It's no secret that delivering quality employee experiences results in quality customer experiences. But it's easier said than done. Chalhoub Group, the largest retail operator in the Middle East focuses on employees first. Here's what their He

Ep. 148: How America's Largest Home® Delivered Marketable CX During a Pandemic

Oct 14th, 2020 20m 32s

Following the Qualtrics Work Different event, we sat down with Peggy Dalman, Biltmore's Director of Guest Intelligence to discuss how the historic house museum and tourist attraction used consumer data to deliver the right marketing tactics and

Ep. 147: Increasing Employee Productivity - An Interview With The CommunityWFM CEO

Sep 23rd, 2020 23m 27s

Matt Wujciak and Daryl Gonos discuss the results of a modern workforce management solution - one of the most important yet overlooked tools in employee management and productivity.

Ep. 146: How Freshly Turned CX Speed Into A Competitive Advantage

Aug 28th, 2020 26m 50s

Freshly's VP of Customer Experience, Colin Crowley, (recently featured in the WSJ) discusses how the meal subscription delivery service has been capitalizing on speed of service during the pandemic.

Ep. 145: Emerging Digital Channels In Customer Experience

Jul 27th, 2020 21m 37s

Bestselling author and former CX and social media leader at McDonald's, Discover, and Humana, Dan Gingiss, and CCW Digital writer and analyst, Matt Wujciak talk about emerging engagement channels in CX, marketing, and customer service.

Ep. 144: Shep Hyken And Matt Wujciak On CX After A Pandemic

Jul 6th, 2020 22m 32s

CX is changing and you don't want to fall behind. Tune in to this episode to learn some best practices and consumer behavior trends on navigating the customer experience during and after the COVID-19 era.

Ep. 143: The Shared Values Of Sports, Business, And Life

Jun 22nd, 2020 21m 5s

An interview with the Thuzio Co-Founders - Tiki Barber (former New York Giants running back and current CBS Talk Show Host), and Jared Augustine (current CEO of Thuzio, CEO of Julius Influencer Marketing, and former Director at Seamless - now G

Ep. 142: Social Media CX With Lyft

Mar 30th, 2020 11m 13s

Lyft Product Manager and Social Media Leader, Chris Vetrano, discusses Lyft's social media strategies with CCW Digital's Matt Wujciak. Learn how to combine and capitalize on CX and Digital Marketing with the right tools and strategies.

Ep. 141: Putting Employees At The Heart Of Your Business

Mar 23rd, 2020 11m 1s

CX consultant, keynote speaker, CEO, and Forbes Councils member, Annette Franz (The 100 Most Influential Tech Women on Twitter by Business Insider) covers the importance of EX (employee experience) and how it translates to CX (customer experien

Ep. 140: Driving Memorable Experiences

Mar 16th, 2020 25m 2s

WSJ and NYT bestselling author, Shep Hyken discusses some of his latest work on delivering amazing customer service and experiences. In this podcast, Shep shares classic service-driven inisights and comical personal stories.

Ep. 139: Verizon On Humanization And Digital Personalization

Mar 9th, 2020 11m 19s

VP and Verizon Global Sales Leader, Kelley Kurtzman shares her experiences on the importance of personalized and predictive customer service and how Verizon stayes ahead in the automation game.

Ep. 138: Former Microsoft Leader On The Future Of The Contact Center

Mar 2nd, 2020 15m 16s

Former contact center leader at Microsoft, Dee Nilles shares some of her best practices for managing thousands of agents, inisghts on the future of the contact center, and effective strategies on how to combine technology and personable corpora

Ep. 137: Chatbots vs. Humans

Nov 21st, 2019 22m 38s

Low-touch, automated interactions are all the rage in many industries, including the travel and hospitality space. How is this rise of bots impacting the ability to make a human connection? Reservations.com co-founder Mahesh Chaddah, who believ