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Customer experience

As consumer expectations rise, organizations across industries are reimagining experiences to retain customers and drive profitability. For many leaders, this rush to digitalization has created more complexity within their technology ecosystems and, in some cases, amplified customer confusion rather than solve for it.

By rationalizing and streamlining their existing environments, CX leaders can create compelling experiences that go beyond expectations. They can embrace advanced technologies to become more data-driven, more personalized and more efficient in everything they do. They can create customer experiences that are so surprisingly seamless, they're unexpected.

Benefits of seamless digital customer experiences

Customer loyalty and advocacy

Create highly personalized experiences that increase customer lifetime value.

Operational efficiency

Break down silos, streamline processes and expedite order fulfillment.

Data-driven decision making

Identify new revenue streams, promotional campaigns and opportunities for growth. 

Competitive advantage

Set your organization apart and remain a market leader.

Reduced costs

Retain existing customers and minimize customer acquisition costs.

Increased agility

Pivot, adapt and scale on the fly to exceed expectations.

Trending in digital customer experience

Catch up on the latest perspectives from our experts.

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Digital

4 Principles of Today's Best-in-Class Omnichannel Experiences

Organizations that have mastered omnichannel put their customers, employees and mission at the center of their experiences.
Article
• May 11, 2023
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Digital

Best Practices for Achieving a Unified Commerce Strategy

Based on our work with clients, we've identified these best practices for ensuring a smooth transition to a unified commerce strategy and faster ROI.
Article
• Apr 20, 2023
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Customer Experience

Why Experience and Loyalty are Essential Guideposts for Digital Transformation

Digital transformation can increase efficiency and inject fresh thinking into your organization. More importantly, it allows you to explore new ways to delight customers, drive loyalty and enable your business to thrive.
Article
• May 22, 2023
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Contact Center Solutions

5 Reasons Why Contact Centers are Moving to the Cloud

Cloud-based contact center solutions are becoming mainstream. Here's why.
Article
• May 11, 2023

Digital customer experience webinars

Tune in to hear our experts share their insights and advice on the hottest topics in customer experience.

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Customer Experience

WWT Experts: Sam Schmiz on Experience Design

Grab a quick dose of deep expertise with the WWT Expert series. In each episode, our host poses topical questions to a WWT Expert. Learn about the business solutions these experts have created, the technologies they've mastered and the trends they're seeing in the marketplace. All in 30 minutes or less. A user experience influences whether the person feels overwhelmed or empowered, frustrated or confident, ineffective or practical. How the person feels will influence whether they use something frequently, as little as possible, or quit using it altogether. Much success derives from the experience design. During this event, Matthew Coble will have the honor of hosting Experience Design expert, Sam Schmiz. To call Sam a "WWT Expert" is truly an understatement. She has spent her career designing across every industry in every medium you can think of. Sam and her team take experience design from persona to pixel and everywhere in between. You have questions; she definitely has answers.
Webinar
• Apr 14, 2022 • 11:30am
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Digital

Streamline Your Digital Ecosystem, Break Down Data Silos with Unified Commerce | WWT Experts

Rapid and substantial shifts in consumer habits — brought about mostly by a global pandemic — forced leaders to cobble together disjointed technologies to meet evolving customer needs. Today, these siloed back-end systems and scattered data points are preventing leaders from delivering a more seamless, intelligent and efficient experience for employees and customers. Enter: Unified commerce.    Join WWT Chief Digital Advisor Charlie Lawhorn as he talks about the need for unified commerce ensures to connect customer-facing sales channels, critical data and supporting management systems through scalable infrastructure — all in the name of creating a great experience for customers and employees alike. Charlie also talks about the important distinction between omnichannel and unified commerce, and simple, actionable steps to putting unified commerce into action.
Webinar
• Apr 11, 2023 • 9am
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Data Analytics & AI

How to Keep Customers Happy with AI for CX | WWT Experts

Data-driven organizations create more strategic, purposeful customer experiences that lead to higher customer engagement, increased loyalty and increased revenue. AI is a key component for gathering and analyzing data in real-time to make smart decisions quickly. However, many leaders struggle with unlocking the value of data and bringing AI into the mix. It shouldn't be this difficult. We know leaders want to become more data driven. And AI can act as a key accelerant. Join WWT Managing Director of AI and Machine Learning Tim Brooks as he answers that question plus discusses specific ways AI is being used to get the job done. Tim also outlines practical steps organizations can take now to become a company built around data as they shift toward making more data-informed decisions.
Webinar
• Apr 4, 2023 • 9am

Understanding the digital customer journey

The first step to creating exceptional customer experiences is understanding the digital customer journey. Customer journey mapping can help leaders step into their customers' shoes to identify digital friction, learn how they engage with their organization and build a more connected experience. 

When conducting this exercise, we recommend setting your current CX limitations aside. How do you want customers to engage with your organization? From beginning to end, what do these experiences look like?

Learn more about how to get started with customer journey mapping here. 

The connection between customer experience and employee experience

The impact of an organization's employee experience extends beyond its workforce. Because employee experience and customer experience are closely connected, it's important for leaders to emphasize both equally.

When employees are provided the right tools, processes and technologies to work seamlessly, efficiently and effectively in their jobs, they're empowered to collaborate more, innovate faster, deliver better customer service and reach their full potential. When they're not, it can stunt digital transformations and adversely impact customer engagement and loyalty. 

Additionally, creating multiple ways for customers to interact with your brand puts pressure on your employees and directly impacts operations. It's crucial to anticipate how new customer experiences will impact employees and their interactions with customers.

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Digital Workspace

How Do You Balance Employee and Customer Experience? | Research

Employee experience (EX) and customer experience (CX) are intrinsically linked and prioritizing both is imperative for organizations looking to thrive in a permanent hybrid work model. But not every company thinks this way, which will inevitably lead to internal attrition, inefficient onboarding, slower time to market and customer dissatisfaction. Join WWT's Chief Digital Advisor Charlie Lawhorn and David Rosenblatt, a distinguished digital workspace solution architect, as they discuss the criticality of equalizing EX and CX in today's work environment, how organizations can begin to unify the two concepts and examples of companies reaping the rewards of getting it right.
Webinar
• Jan 26, 2023 • 9am
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Global Service Provider

The 'Golden Opportunity' at the Intersection of Employee and Customer Experience | WWT Experts

The voice of the customer and employee are both getting louder and easier to measure, which presents a golden opportunity for organizations looking to grow and differentiate in a crowded market landscape. But what's the best way to measure customer and employee experience? What are we even measuring for?   Join Marlan Hardie, Chief Digital Officer of WWT's Global Service Provider organization, as he talks about innovations happening within the telco, media and gaming space, and how they can translate to other industries. Marlan also discusses the value of focusing on the employee and customer experience, and his recent recognition as a Modern Day Technology Leader at this year's BEYA STEM conference.  
Webinar
• Mar 14, 2023 • 9am

Improve customer experiences with WWT Research

Unlock actionable insights into technology solutions and trends that can help you make more informed decisions and outpace the competition. Log in to explore the latest customer experience reports.

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Digital Workspace

Contact Center Maturity Model

A step-by-step guide to empowering agents and delivering fresh customer service experiences
WWT Research
• Mar 5, 2023

Digital customer experience topics

Dig deeper into customer experience by exploring these focus areas.

Software Development

Transform your business with innovative products, platforms and user experiences that differentiate and drive customer value.

Contact Center Solutions

Reduce customer friction and improve agent processes with on-premises, cloud or hybrid contact center solutions and technology that deliver exceptional customer experiences.

Data Analytics & AI

Quickly automate, extract and leverage information from data. Transform into an organization built around data to confidently tackle more complex use cases and rapidly drive value.

Unified Commerce

Unify commerce systems and data to reduce complexity, gain operational efficiencies and exceed expectations.

How we improve digital customer experiences

Explore these case studies to learn how we help clients exceed the expectations of their customers, patients, fans and students so their organizations can thrive.

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Software Development

Transforming Patient Experience at St. Jude Children's Research Hospital

Families with a childhood cancer diagnosis often arrive at St. Jude during the most troubling and confusing time of their lives. At this point, technology can act as a problematic barrier or strategic enabler.
Case Study
• Jan 12, 2022
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Software Development

Reinventing the Corner Deli and Increasing Customer Loyalty at Jersey Mike's

WWT and Jersey Mike's partnered to develop an award-winning immersive mobile app that delivered a personalized and seamless ordering experience that left customers wanting more.
Case Study
• Jan 12, 2022
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Software Development

Driving Delightful Shopping Experiences at Schnucks That Extend Beyond the Brick and Mortar

WWT designed and built a mobile app that delivered a seamless omnichannel experience with a rewards program that kept Schnucks grocery shoppers coming back for more.
Case Study
• Jan 12, 2022
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Customer Experience

Reimagining Audacy's Digital Future in the Age of Streaming

WWT and Audacy collaborated to build a robust, data-centric technology platform that forges deeper connections with its personalities and brands while leveraging an innovative business model to monetize content.
Case Study
• Oct 27, 2022
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Wi-Fi Networking

NHL Team Improves Fan Experience with Stadium Wi-Fi

Solution paves way for fan engagement, customer loyalty and new revenue streams.
Case Study
• Sep 5, 2019

Connect with our digital customer experience experts

Josh Hogan

Vice President | GM - Digital Solutions

Sam Schmiz

Executive Creative Director

Katie Cain

Executive Director, Digital Programs

Josh Lang

Director of Client Acquisition

Andrew Brydon

Executive Director, Digital

Christopher Douglas

Director, Digital Product - Unified Commerce

David Chang

Principal Digital Advisor

Manju Palakkat

Dir, Digital Product

Charlie Lawhorn

Chief Digital Advisor

Select an Option

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Why WWT

Open Technology Will Drive Next Generation of Business Transformation

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Why Experience and Loyalty are Essential Guideposts for Digital Transformation

Digital transformation can increase efficiency and inject fresh thinking into your organization. More importantly, it allows you to explore new ways to delight customers, drive loyalty and enable your business to thrive.
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Treating IT modernization and business transformation as separate efforts risks mounting technical debt and abandoning business plans. When they work in unison, organizations can move faster with meaningful change.
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Executive teams that view technology as a business driver are thriving in today's competitive digital landscape and approaching the top of WWT's IT Modernization Maturity Curve.
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• Feb 25, 2022

What's new

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Customer Experience

Get More Out of Your IT Budget with Alluvio Aternity DEM

As we continue to hear and read about rising inflation, ongoing supply chain challenges, and a potential recession, enterprises around the world are tightening their budgets. IT teams are clearly feeling the pressure with CIOs and IT buyers predicting their tech spend will only increase by 5.5% this year—a meaningful deceleration from previous expectations and below last year's annual inflation rate of 8.3%. In other words, despite rising costs, IT teams will spend less this year when adjusted for inflation, reflecting stagnant IT budgets that aren't keeping pace with economic realities.
Article
• May 23, 2023
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Customer Experience

Why Experience and Loyalty are Essential Guideposts for Digital Transformation

Digital transformation can increase efficiency and inject fresh thinking into your organization. More importantly, it allows you to explore new ways to delight customers, drive loyalty and enable your business to thrive.
Article
• May 22, 2023
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Digital

Key Takeaways from CONNECT 2023

WWT's Chief Digital Advisor Charlie Lawhorn, Distinguished Solution Architect David Rosenblatt and Senior Marketing Manager Ginny van Berkum share their key takeaways from the 2023 CONNECT conference.
Blog
• May 16, 2023
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Digital

4 Principles of Today's Best-in-Class Omnichannel Experiences

Organizations that have mastered omnichannel put their customers, employees and mission at the center of their experiences.
Article
• May 11, 2023
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Software Development

Application Development Discovery Workshop

We have compressed and packaged our agile expertise into a 4-hour, 2-part Agile Application Development Discovery Workshop. This workshop is designed specifically for executive or senior leaders who want to learn how to truly leverage agile principles to achieve maximum control and maximum return on their software investments.
Workshop
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Digital

Best Practices for Achieving a Unified Commerce Strategy

Based on our work with clients, we've identified these best practices for ensuring a smooth transition to a unified commerce strategy and faster ROI.
Article
• Apr 20, 2023
Page Thumbnail
Digital Workspace

How Do You Balance Employee and Customer Experience? | Research

Employee experience (EX) and customer experience (CX) are intrinsically linked and prioritizing both is imperative for organizations looking to thrive in a permanent hybrid work model. But not every company thinks this way, which will inevitably lead to internal attrition, inefficient onboarding, slower time to market and customer dissatisfaction. Join WWT's Chief Digital Advisor Charlie Lawhorn and David Rosenblatt, a distinguished digital workspace solution architect, as they discuss the criticality of equalizing EX and CX in today's work environment, how organizations can begin to unify the two concepts and examples of companies reaping the rewards of getting it right.
Webinar
Jan 26, 2023 • 9am
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Customer Experience

A Platform and Ecosystem to Make the Right Technology Decisions Faster

Make smart technology decisions fast, and mitigate the risk inherent in solving complex business challenges with even more complex technology solutions.
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• Mar 21, 2023
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Data Analytics & AI

A Brief History of NLP

NLP has substantially transformed our daily life. We dive into the history of NLP models to understand its past, present, and future, and how NLP can help businesses create value using text data.
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• Feb 23, 2023
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Why WWT

Three Steps for Letting Technology Lead the Business Through Uncertain Economic Times

Fluid economic factors are forcing IT and business leaders to do more with less. Leveraging technology to drive digitization and scale will help them survive and thrive in 2023 and beyond.
Article
• Feb 9, 2023
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Reshaping the Patient Experience and Combining Convenience with Affordable, Timely Care | WWT Experts

Today's healthcare patients are active, empowered consumers that demand speed, personalization and ease. Virtual care and telehealth solutions were just the first frontier. To thrive in the healthcare industry of the future, organizations will need to adopt a patient-first mentality and think more like a retailer than traditional provider. Join WWT Expert Dr. Sanaz Cordes as she talks with host Matt Coble about how healthcare organizations can embrace this shift and drive a positive digital experience that will increase loyalty and satisfaction. Dr. Cordes also discusses the importance of creating digital pathways that empower patients to take care into their own hands, the technology solutions that enable that experience and three key steps you can take right now to kickstart your journey.
Webinar
Jan 24, 2023 • 9am
Playlist
Digital

ATSM - 02-21-2020 - Digital Transformation - Video Presentation Playlist

From the ATSM on 02-21-2020 that focused on Digital Transformation, this is the video presentation playlist, as hosted by Matt Sebek.
Playlist
Jan 25, 2023
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Customer Experience

WWT Experts: Sam Schmiz on Experience Design

Grab a quick dose of deep expertise with the WWT Expert series. In each episode, our host poses topical questions to a WWT Expert. Learn about the business solutions these experts have created, the technologies they've mastered and the trends they're seeing in the marketplace. All in 30 minutes or less. A user experience influences whether the person feels overwhelmed or empowered, frustrated or confident, ineffective or practical. How the person feels will influence whether they use something frequently, as little as possible, or quit using it altogether. Much success derives from the experience design. During this event, Matthew Coble will have the honor of hosting Experience Design expert, Sam Schmiz. To call Sam a "WWT Expert" is truly an understatement. She has spent her career designing across every industry in every medium you can think of. Sam and her team take experience design from persona to pixel and everywhere in between. You have questions; she definitely has answers.
Webinar
Apr 14, 2022 • 11:30am
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Employee Experience

S5 | 316: How People, Process, and Platforms Affect the Employee Experience, with Joe Berger, WWT

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• Jan 15, 2023
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• Dec 6, 2022
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Data Analytics & AI

Data Strategy Briefing

A comprehensive data strategy requires marrying data, technology and business objectives to desired outcomes. This briefing explores the importance of a formal enterprise data strategy.
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Higher Education

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Get a few thoughtful takeaways from the 2022 EDUCAUSE Annual Conference.
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• Dec 1, 2022
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Data Analytics & AI

Deep Insight Dashboard: Transforming Federal Government Agency's Financial Analytics

WWT led a year-long engagement with a prominent Federal Government agency to transform their existing method of financial projections & budgeting into an automated dashboard suite, providing deeper insights with increased customization.
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• Nov 21, 2022
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Customer Experience

Reimagining Audacy's Digital Future in the Age of Streaming

WWT and Audacy collaborated to build a robust, data-centric technology platform that forges deeper connections with its personalities and brands while leveraging an innovative business model to monetize content.
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• Oct 27, 2022
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Digital Workspace

Ready or Not, Gen Z is Transforming the Workplace

Generation Z has arrived. With the oldest among them turning 27 this year, they are starting to make their mark on the workplace. Does your organization have what it takes to accommodate these digital natives? Let's discuss.
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• Oct 26, 2022

Customer Experience

Break down silos across people, processes and data to create fresh experiences that drive loyalty, efficiency and competitive advantage.

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