Shows
CCW Digital: A Customer Service Online PlatformEp. 161: Marketing Expert And Former WSJ Director Of Global Brand Marketing On The 360 Degree ViewMore 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 Gr...
2021-10-2827 minCCW Digital: A Customer Service Online PlatformEp. 160: Google's Rob Lawson On The Future Of Business MessagingCCW 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, s...
2021-10-2821 minCCW Digital: A Customer Service Online PlatformEp. 159: Shep Hyken On Improving Customer LoyaltyChief 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)
2021-10-1528 minCCW Digital: A Customer Service Online PlatformEp. 158: What Manufacturing Can Teach Us About Customer Service OperationsCCW 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
2021-06-2832 minCCW Digital: A Customer Service Online PlatformEp. 154: The Difference Between Remote Work and Work-From-HomeIs 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 company's policy affect the living arrangements of it's employees? Nearly half way into 2021, many of these questions are still unanswered. CCW Digital Analysts, Matt Wujciak and Brian Cantor...
2021-05-1148 min
Healthcare & Life Sciences with ServiceNowHow Vaccine Management is Transforming Healthcare (and Customer Service)CCW Digital's lead analysts Brian Cantor and Matt Wujciak sat down 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. Topics include: Insights from Mike's recent interview with Forbes on vaccine distribution and administration The future of self-service AI and automation's greatest impacts on customer experience Digitized workflows (and so much more) For a deeper dive into this topic, check out ServiceNow's webinar on 10 best practices to solve vaccine management challenges.See omnystudio.com/listener for pri...
2021-03-2532 minCCW Digital: A Customer Service Online PlatformEp. 153: How Vaccine Management is Transforming Healthcare (and Customer Service)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 healthcare, and customer service as a whole. Topics include: -Insights from Mike's recent interview with Forbes on vaccine distribution and administration. -The future of self-service. -AI and automation's greatest impacts on customer experience. -Digitized workflows (and so much more). For a deeper dive into this topic, check out ServiceNow's webinar on 1...
2021-03-2432 minCCW Digital: A Customer Service Online PlatformEp. 152: Loris CEO on Building Better Customer Conversations and Employee Training with AIJoin 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. Etie began his career as a corporate attorney at a large, multinational firm focusing on M&A and Venture Capital. He...
2021-03-1628 minCCW Digital: A Customer Service Online PlatformEp. 151: Mastercard CMO Covers the Biggest Challenges and Opportunities in Marketing TodayMastercard 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.
2021-03-0239 minCCW Digital: A Customer Service Online PlatformEp. 150: Bestselling Author, Consultant, and Behaviorist Michael Levitt On Avoiding BurnoutMichael 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."
2020-12-1834 minCCW Digital: A Customer Service Online PlatformEp. 147: Increasing Employee Productivity - An Interview With The CommunityWFM CEOMatt 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.
2020-09-2323 minCCW Digital: A Customer Service Online PlatformEp. 145: Emerging Digital Channels In Customer ExperienceBestselling 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.
2020-07-2721 minCCW Digital: A Customer Service Online PlatformEp. 144: Shep Hyken And Matt Wujciak On CX After A PandemicCX 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.
2020-07-0622 minCCW Digital: A Customer Service Online PlatformEp. 142: Social Media CX With LyftLyft 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.
2020-03-3011 min