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.

<description>&lt;p&gt;&lt;span style="font-weight: 400;"&gt;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. &lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;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. &lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;Wajma is the&lt;/span&gt; &lt;span style= "font-weight: 400;"&gt;Co-founder and co-chair of DJ Green, an environmental initiative at Dow Jones with a network of 300+ global volunteers. &lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;She was also the Judge at ANA (Association of National Advertisers) B2B Awards (2021) and the North American Transform Awards (2017).&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;Wajma was also selected for The Asia Society Young Leaders program in 2010.&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;br /&gt; &lt;br /&gt;&lt;/p&gt;</description>

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...

Ep. 161: Marketing Expert And Former WSJ Director Of Global Brand Marketing On The 360 Degree View

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.

<description>&lt;p&gt;&lt;span style="font-weight: 400;"&gt;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.&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;Before Google, Rob started (and sometimes sold) companies focussed on mobile advertising, games, communities and messaging.&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;In this fireside chat, you’ll learn:&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;-Different mobile commerce trends&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;-Emerging consumer behaviors in messaging&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;-How to meet customers where they are (and so much more).&lt;/span&gt;&lt;/p&gt; &lt;p&gt;&lt;span style="font-weight: 400;"&gt;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.&lt;/span&gt;&lt;/p&gt;</description>

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,...

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

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)

<description>&lt;p&gt;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 &amp; Again."&lt;/p&gt; &lt;p&gt; &lt;/p&gt; &lt;p&gt;Topics include: &lt;/p&gt; &lt;p&gt;-Shep's number 1 business measurement leaders should be monitoring&lt;/p&gt; &lt;p&gt;-Why loyalty programs don't always drive loyalty&lt;/p&gt; &lt;p&gt;-Technology driven personalization vs the human touch&lt;/p&gt; &lt;p&gt;-Leveraging consumer behavior trends to creat marketable customer experience (and so much more)&lt;/p&gt;</description>

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...

Ep. 159: WSJ And NYT Bestselling Author Shep Hyken On Improving Customer Loyalty

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 <a href= "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/white-paper/digitization-the-fuel-for-after-sales-services-growth.pdf"> whitepaper on Digitization: the fuel for after-sales services growth</a>.

<description>&lt;p&gt;CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss:&lt;/p&gt; &lt;p&gt;-The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well)&lt;/p&gt; &lt;p&gt;-Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce                  &lt;/p&gt; &lt;p&gt;-What the answers and lessons learned from manufacturers and service employees who have matured some of these &lt;/p&gt; &lt;p&gt;-As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more&lt;/p&gt; &lt;p&gt;For a deeper dive into this topic, check out ServiceNow’s &lt;span style="text-decoration: underline;"&gt;&lt;strong&gt;&lt;a href= "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/white-paper/digitization-the-fuel-for-after-sales-services-growth.pdf"&gt; whitepaper on Digitization: the fuel for after-sales services growth&lt;/a&gt;&lt;/strong&gt;&lt;/span&gt;. &lt;/p&gt; &lt;p&gt; &lt;/p&gt;</description>

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...

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

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 <a href= "https://resources.opentext.com/rethink-experiences-for-retail-banking?ldsrc=Marketing%20-%20Paid%20Inbound&elqcampaignid=50207&utm_source=ccw-digital&utm_medium=email&utm_campaign=cem-gc-wc-rethink-experiences-banking-june24-ccwdigtal-pdoth" target="_blank" rel="noopener noreferrer" data-auth="NotApplicable" data-linkindex="0">Rethink Experiences for Retail Banking Event</a>, 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.

<description>&lt;p dir="ltr"&gt;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.&lt;/p&gt; &lt;p dir="ltr"&gt;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.&lt;/p&gt; &lt;p dir="ltr"&gt;This topic, and more, will be discussed in detail at the upcoming &lt;span style= "text-decoration: underline;"&gt;&lt;strong&gt;&lt;a href= "https://resources.opentext.com/rethink-experiences-for-retail-banking?ldsrc=Marketing%20-%20Paid%20Inbound&amp;elqcampaignid=50207&amp;utm_source=ccw-digital&amp;utm_medium=email&amp;utm_campaign=cem-gc-wc-rethink-experiences-banking-june24-ccwdigtal-pdoth" target="_blank" rel="noopener noreferrer" data-auth="NotApplicable" data-linkindex="0"&gt;Rethink Experiences for Retail Banking Event&lt;/a&gt;&lt;/strong&gt;&lt;/span&gt;, a free online event hosted by OpenText. &lt;/p&gt; &lt;p dir="ltr"&gt;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.&lt;/p&gt; &lt;p&gt; &lt;/p&gt;</description>

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...

Ep. 157: Leveraging Customer Insights For Exceptional CX

Examining the relationship between your company and your customer.

CCW Digital: A Customer Service Online Platform

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