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Forget the Robot Apocalypse: Let’s Talk About a New Collaborative Workforce

Let’s face it: Warning people that robots are stealing their jobs grabs far more attention than the truth. While it’s true that some jobs are better suited for automation, the reality...

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From the Road: Wayfair Raises the Bar on Personalized Customer Service

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room...

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How Hallmark Uses Data Insights to ‘Send the Very Best’

Content may be king, but it needs data insights to strengthen its reign. Such was the strategy Lindsay Roy, vice president of greetings marketing at Hallmark, outlined at the Mobile Marketing...

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Supporting Customer Values is More Than a Nice Gesture - it’s a Necessity

Corporations have long avoided taking sides on controversial issues. Why risk alienating parts of your customer base? But in fact, more and more customers seek brands that proactively promote...

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Facebook’s Saturation Leads 5 Social Media Trends to Watch

It’s not a secret that social media doesn’t stand still; the question is, how can brands keep up with those changes to effectively engage their target audiences? Social media experts at...

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Retail’s Hail Mary: Why Retailers are Betting on In-Store Data Insights

The need for retailers to find new ways of enticing shoppers is not news, but the sense that retailers are under more pressure than ever was a major theme at the National Retail Federation’s...

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When Manual Decisions Become a Novelty

Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product.  This may...

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7 Lessons Learned from CX Initiatives that Fell Flat

Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of technologies and business models rise...

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Four Ways to Set a Customer-centric Culture Up for Success

Product-centric cultures are out and customer-centric cultures are in. That is the mantra being echoed across organizations today. However, acknowledging the need for change and actually...

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