Customer Experience

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. By rationalizing and streamlining their existing environments, CX leaders can create compelling experiences that go beyond expectations. We help brands become more data-driven, more personalized and more efficient in everything they do, so that together, we can create customer experiences that are so surprisingly seamless, they're unexpected.

Digital CX strategy topics

Dig deeper into customer experience by exploring these focus areas.

Unified Commerce

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

Software Development

Transform your business with purpose-built products, platforms and user experiences that differentiate and drive competitive advantage.

Contact Center Solutions

Reduce customer friction and improve agent processes with omnichannel experiences and technologies that deliver exceptional CX.

Data Analytics

Gain advanced operational intelligence through data and automation. Transform into an agile organization built around data to confidently tackle more complex use cases and rapidly drive value.

AI Solutions

AI solutions leverage AI techniques and technologies to solve specific business problems. Examples of AI solutions include GenAI, machine learning, computer vision, NLP, MLOps, AIOps, IoT, digital twins and more.

GenAI

GenAI is a popular form of narrow AI that learns the patterns and structures of datasets to generate new text, graphics, sounds, video and/or other media.

Benefits of a customer experience strategic plan

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.

Catch up on the latest perspectives from our experts.

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

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

5 Reasons Why Contact Centers are Moving to the Cloud

Cloud-based contact center solutions are now mainstream. Here's why.

Article

•Feb 8, 2024

Customer Experience Priorities

A roadmap for exceeding customer expectations, leveraging AI effectively and creating a competitive advantage

WWT Research

•Jul 23, 2024

Bring Your CX Vision to Life

Many organizations have put customers at the forefront of their business strategy. But customer engagement and advocacy isn't easily bought. Organizations must find inspiration from their customers to create fresh, innovative experiences. By integrating systems and channels, organizations can empower customers to ensure a thriving business.

Video

•0:35

Jun 1, 2023

Enhance your customer experience strategy with insights from 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.

Customer Experience Priorities

A roadmap for exceeding customer expectations, leveraging AI effectively and creating a competitive advantage

WWT Research

•Jul 23, 2024

Contact Center Maturity Model

A step-by-step guide to empowering agents and delivering fresh customer service experiences

WWT Research

•Jan 11, 2024

The 3 P's of Modern Gaming Experiences

The future of gaming will be defined by studios that can deliver on the powerful trifecta of seamless performance, persistent progression and deep personalization.

WWT Research

•Jun 12, 2024

The New Healthcare Consumer: Leveraging Customer Experience Principles for Patient Engagement

Customer experience — encompassing every touchpoint and interaction within the customer journey — is an essential pillar of success for businesses and organizations of all types.

WWT Research

•Jan 25, 2024

Leveraging Cloud Strategies for Enhanced Patient and Clinician Experience

The healthcare industry has a critical need to adopt modern cloud strategies that provide secure, quick and flexible access to the data needed to improve patient and clinician experiences, increase efficiency and streamline operations.

WWT Research

•Jun 10, 2024

Customer experience strategy webinars

Tune in to hear our experts share their insights and advice on the hottest topics in CX, from developing a customer experience strategy framework to adopting unified commerce and more.

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

How Unified Commerce Drives Smarter, Data-Driven Decisions | Experts

Great customer experiences increase loyalty, spurs growth and enables you to continue investing in technology to unlock even greater experiences. But too often, disjointed IT systems and siloed data stand in the way. Join WWT Director of Digital Products Chris Douglas as he talks about how unified commerce ties it all together — breaks down silos across IT systems to provide visibility into customer data, e-commerce, order fulfillment, inventory management, customer relationship management (CRM), point-of-sale (POS) systems and more.

Webinar

Jan 30, 2024 • 9am

From Silos to Synergy: Enhancing Retail Operations with Unified Commerce | Experts

As retailers expand into an ever-growing array of digital channels, customers enjoy unprecedented flexibility and convenience. However, this expansion also introduces more layers of complexity when it comes to back-end systems and platforms. In this session, our experts explore how to navigate the challenges of disparate data silos that lead to employee confusion and hinder your ability to leverage actionable insights. By adopting a unified commerce strategy, retailers can gain operational efficiencies, make informed decisions, personalize the customer experience and ensure their business remains competitive in a rapidly evolving market.

Webinar

Sep 17, 2024 • 9am

Migrating to the Cloud for a Competitive Edge in Retail | Experts

Staying ahead in retail means embracing cutting-edge technology. Join our experts as they unveil how cloud technology is revolutionizing retail by enhancing customer experience (CX), boosting employee productivity and providing a competitive edge. Discover the secrets behind real-time inventory management, seamless omnichannel strategies and personalized customer experience. You'll learn how to navigate the challenges of cloud migration with practical strategies to ensure smooth transitions and minimal disruptions.

Webinar

Sep 10, 2024 • 9am

Understanding customer journey mapping

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.

Digital Employee Experience 101: What Is DEX and Why Is It Important?

Learn what the digital employee experience is, why it's important, and steps for getting started.

Article

•Aug 9, 2024

How Forward-Thinking Leaders Integrate Culture and Tech to Amplify Organizational Success

How can my organization become a great place to work? This is a common question we hear from clients of WWT. While there isn't a one-size-fits-all approach to culture, the most successful organizations integrate company culture with advanced technology to leverage data-driven insights and drive measurable business outcomes. Join WWT's experts Joe Berger, VP of Digital Experiences, and Krista Bush, VP of Global Employee Experience, as they discuss a framework for creating a sustainable and resilient company culture — a framework that has placed WWT on the Great Place to Work® list for 13 years running.

Video

•44:35

•Feb 4, 2025

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.

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

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

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

Reimagining a National Media Company's Digital Future in the Age of Streaming

WWT helped a media company build a robust, data-centric technology platform that forges deeper connections with its 200M users, personalities and brands while leveraging an innovative business model to monetize content.

Case Study

•Oct 27, 2022