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.

The C-suite's Blueprint to Personalization in Retail and Beyond

A practical framework to align your executive team, data and technology around personalization strategies that drive measurable growth, loyalty and efficiency.
WWT Research
•Jun 16, 2025

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
•May 6, 2025

Patient Experience Landscape in 2025

The U.S. patient experience technology market is set to grow significantly, driven by consumer demand for personalized, convenient care. Digital-first engagement, AI integration and personalized healthcare are transforming care delivery, enhancing efficiency and empowering patients. This shift benefits patients, providers and payors, heralding a new era in healthcare.
Blog
•Mar 5, 2025

Maximizing Returns: AI Use Cases for Contact Center Success

AI is revolutionizing the way businesses interact with their customers. Here are the top ways that contact center leaders should leverage AI to yield the biggest ROI.
Article
•Jan 21, 2025

Computer Vision

Computer Vision is a field of AI that enables computers to see and interpret the world through visual information, extracting meaningful insights from images or videos.
ATC Capabilities

 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.

Calculating the Financial Potential of AI in the Contact Center

How WWT's ROI calculators provide financial clarity and justify strategic AI investments for enhanced customer experience and operational efficiency.
WWT Research
•May 27, 2025

Customer Experience Priorities

A roadmap for exceeding customer expectations, leveraging AI effectively and creating a competitive advantage
WWT Research
•Jul 23, 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

Digital Trends Spotlight: AI Insights for CX Leaders

An overview of the latest trends and insights in customer experience
WWT Research
•Mar 10, 2025

A Guide for CEOs to Accelerate AI Excitement and Adoption

The age of AI is here. As CEO, do you have what it takes to seize this golden opportunity and lead your organization through the hills and valleys of AI transformation?
WWT Research
•Apr 6, 2025

 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.

Inside the AI Coding Revolution: Tools, Tradeoffs and Transformation

As AI innovation intensifies, one domain is already feeling the impact: software development. In this episode, WWT experts Nate McKie and Andrew Athan explore how AI-powered coding assistants are improving developer productivity and reshaping enterprise engineering. From Copilot to agentic tools capable of autonomous code generation, they examine how organizations are navigating this transition, balancing speed with quality and redefining the role of human developers. Whether you're leading a dev team or charting your company's AI roadmap, this is a must-listen for understanding the real-world implications of AI in engineering.
Video
•60:21
May 27, 2025

How Unified Commerce Drives Smarter, Data-Driven Decisions

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.
Video
•25:33
May 8, 2025

Deepfakes for Good? How AI is Powering the Next Era of Personalization

Can deepfakes go from dangerous to delightful? In this episode of the AI Proving Ground Podcast, Adam Dumey and Chris Roberts explore one of the more surprising — and controversial — topics in generative AI: the use of synthetic media and deepfakes in personalized customer experiences. You'll learn: what deepfakes really are and why they're no longer just a security threat; how AI-powered personalization is reshaping the customer experience; and the ethical and technical challenges of using AI-generated content responsibly.
Video
•42:04
Apr 29, 2025

Controlling Core Digital Platforms to Drive Your Digital Destiny | Research

To thrive in today's rapidly evolving digital landscape, leaders must take control of their digital destiny by carefully assessing which digital platforms and systems they should build in-house versus when they should leverage third-party solutions. Learn from WWT's Digital Managing Director Andrew Brydon and Chief Digital Advisor Dave Watts about how adopting a full-stack approach that balances owned and third-party solutions can create a flexible digital foundation that adapts to evolving customer expectations.
Video
•43:51
Sep 16, 2024

 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.

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

Modernizing the Point of Sale at Jack in the Box to Drive Efficiency, Insights and Growth

Discover how Jack in the Box is rapidly transforming its point-of-sale infrastructure to elevate the guest experience and empower franchisees with real-time, data-driven insights.
Case Study

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

Entertainment Company Launches Unified Digital Marketplace to Help Content Creators Build New Worlds

The company partnered with WWT to transform its fragmented ecosystem into a unified, future-ready marketplace that streamlines creator experiences, accelerates innovation and unlocks new digital revenue streams across industries.
Case Study

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