Customer Management Practice

Contrary to common fears, implementing AI doesn’t mean layoffs—it means empowerment. Join CCW Digital tomorrow, 12/4, for an exclusive webinar covering the "AI Promiseland" and how you and your organization can enhance self-service, reduce agent workloads, and open up opportunities for your CX team to expand their impact. Click the link below to register now!

The holiday season puts a lot of pressure on local and independent businesses as they compete with major corporations with vast CX and customer service resources.   This #SmallBusinessSaturday, it’s the perfect time to focus on delivering exceptional customer experiences to set you apart and build brand loyalty – here’s a CX checklist to help YOUR small business thrive this holiday season.   #TheCMPWay #CustomerManagementPractice #CX #CustomerExperience #Brand #Loyalty #CustomerService #ShopSmall

Black Friday represents the tradeoff between unpleasant experiences and the lowest possible prices. Long lines, rowdy crowds, and early mornings were all worth it for an unbeatable deal. But in today's market, dominated by next-day and drop shipping, the appeal of Black Friday is fading.   CCW Digital and Audrey Steeves take a deeper look Black Friday shopping to see how the exclusivity of Black Friday pricing may be a thing of the past – read the full article here: https://lnkd.in/gKY559Ns   #theCMPway #CustomerManagementPractice #CX #BlackFriday #CustomerExperience #Brand #Deal #Statistics #Trends #CustomerService #Pricing

"When you skimp on things like relations with your customers, it's short-term gain and long-term loss, and one of the first things you lose is loyalty." Hear 23andMe's Head of Consumer Insights & UX Research Eric Rasmussen talk about the pillar of customer trust, the importance of continuous improvement, and working toward long-term CX goals with CCW Digital's Brooke Lynch. To register for CCW Digital's next Seminar Series this December, click the link below.

As customer data collection skyrockets, contact center leaders are challenged to harness it effectively and unlock powerful personalization. In her latest article, CCW Digital's Audrey Steeves breaks down the impact of good vs. bad personalization and offers a tried-and-true persuasion strategy framework, with essential Dos and Don’ts for effective personalization - read more at the link below.

Other airlines should look to take a page out of Delta Air Lines’s book and seek out beloved consumer brands for partnerships to stand out in an increasingly competitive market. Check out CMP President Mario Matulich’s thoughts on the airline’s recent announcement that they’ll be adding Shake Shack as a first-class menu item beginning this December and expanding through 2025.

When considering the #FutureofWork, the growing number of tools in an ever-expanding technology stack can feel overwhelming. Enter CMP Research Prism. Hear the Prism’s benefits firsthand from CMP Research’s Nicole Kyle - to see the results of the first CMP Research Prism assessment, click the link below.

Don't miss CMP Research's webinar, Customer Contact Executive Priorities in 2025 - 2026, happening on Tuesday, December 10th at 2pm ET for benchmarking data on the key challenges and urgent priorities in the next two years, including technology and AI investments. #CMPResearch #CustomerContact #CX #AI Colleen Beers Natalie Beckerman Nicole Kyle

Professional communities aren’t just there to exchange industry insights and accelerate careers—they’re safe havens for when we feel lost, undeserving, and uncertain of our path. Read Shiwon Oh's recap of every impactful and empowering CCWomen moment from last month's Customer Contact Week in Nashville at the link below.

How can organizations attract, engage, and retain a digitally savvy workforce in the ever-evolving customer management sector? We've seen firsthand that creating a culture where employees feel valued, supported, and motivated is more critical than ever. In our latest CMP Blog, explore the key drivers of engagement and retention to build a resilient workforce that helps both employees and businesses thrive. Read the full blog at the link below.