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. 

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).

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 Principle Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing to discuss: -The increasing importance of after sales support -Challenges and obstacles to focus on such as: process optimization               -Specific customer service topics such as cloud technology

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.

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...

This topic will take center stage at the upcoming Rethink Experiences for Retail Banking, a free online event hosted by OpenText. Across four engaging sessions, the insightful speakers will reveal what it takes to win customers through personalized, seamless, digital experiences. The event takes place on June 24 and will be available for on-demand viewing.

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 others are in an office every day? How will this influence leasing costs for office space? And arguably most importantly, how will your companies' policy effect the living arrangements of it’s employees?

On this episode sponsored by ServiceNow, CCW Digital's lead analysts Brian Cantor and Matt Wujciak chat with Mike Luessi, ServiceNow's GM for healthcare and life sciences, to discuss how COVID-19 has impacted customer experience in healthcare, and customer service as a whole. To learn more, check out ServiceNow's webinar on 10 best practices to solve vaccine management challenges in the link...

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 tool that provides real time coaching to customer service agents as they navigate hard conversations. Loris provides dynamic text suggestions to agents who are helping customers via digital channels including chat, email, SMS and messaging.

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 Digital Analyst Matt Wujciak to discuss lessons from his new book, Quantum Marketing.

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 Therapist, speaker, and columnist for CEOWORLD magazine. Join Michael as he sits down with CCW Digital's Analyst and Writer, Matt Wujciak, to talk about the rise of corporate "burnout."

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 Head of People Experience, Rhency Padilla had to say on the topic, following Qualtrics' Work Different event. 

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 desirable customer experiences.

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.   

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. 

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. 

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. 

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 Grubhub).

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.

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 experience) in this chat on employee engagement.

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.

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.

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 corporate culture.