CCW Digital: A Customer Service Online Platform Seth Adler

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 that they need to align marketing with CX to drive customer acquisition before focusing on customer retention and loyalty. 
In this fireside chat, CCW Digital's Matt Wujciak discusses blending marketing, brand perception, and CX with Wajma Mohseni - marketing expert and former Director Of Global Brand Marketing at the WSJ. 
Wajma is the Co-founder and co-chair of DJ Green, an environmental initiative at Dow Jones with a network of 300+ global volunteers. 
She was also the Judge at ANA (Association of National Advertisers) B2B Awards (2021) and the North American Transform Awards (2017).
Wajma was also selected for The Asia Society Young Leaders program in 2010.

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 advertising, games, communities and messaging.
In this fireside chat, you’ll learn:
-Different mobile commerce trends
-Emerging consumer behaviors in messaging
-How to meet customers where they are (and so much more).
Rob also touches on how brands like Walmart, Vodafone, Dish, Levi's and JetBlue are successfully using business messaging for customer care, sales/acquisition, and marketing.

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 measurement leaders should be monitoring
-Why loyalty programs don't always drive loyalty
-Technology driven personalization vs the human touch
-Leveraging consumer behavior trends to creat marketable customer experience (and so much more)

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 other industries can learn as well)
-Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce                  
-What the answers and lessons learned from manufacturers and service employees who have matured some of these 
-As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more
For a deeper dive into this topic, check out ServiceNow’s whitepaper on Digitization: the fuel for after-sales services growth. 
 

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 understanding your customer.
In this episode, Paul Brown, Principle Product Manager at OpenText, gives his insight on customer insights and their role in facilitating more meaningful customer relationships. By uncovering deeper insights, companies can capture a more comprehensive picture of their customer to provide consistent, seamless experiences across all channels.
This topic, and more, will be discussed in detail at the upcoming Rethink Experiences for Retail Banking Event, a free online event hosted by OpenText. 
In four informative sessions, speakers will discuss what it takes to win over and engage customers in the digital age. The event takes place on June 24 and will also be available for on-demand viewing.
 

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 truth.
What does it take to deliver that degree of personalization and trust in the digital world? How do we stand out from the crowd - not just in terms of our offering - but in terms of our values? How can we improve the efficacy and conversion rates of our activities?
 
Ahead of his speaking session at Rethinking Experiences for Retail Banking, a free online event taking place on June 24 and subsequently available on-demand, Guy Hellier, VP of Product Management, Digital Experience at OpenText, answers these questions and more on the CCW Digital Podcast.
Secure your free spot in the upcoming event here.