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Want to Win the Automation Race? Start with People and Processes

In the age of voice assistance, chatbots, and AI, it’s tempting to be an early adopter and implement the latest automated capabilities. But there’s a price to pay if the implementation...

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If Your CX Strategy doesn’t include Employee Performance, You’re Doing it Wrong

Investing in the customer experience while neglecting one’s employees is like building a house with a grand exterior that lacks inside plumbing, heating, and electricity. Sure, the house...

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Harness Real Time Voice of the Customer Insights with AI

These days, even if a customer care associate fails to notice that a caller is frustrated—the software analyzing the call doesn’t. As automated solutions like IVR and chatbots answer...

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For the Customer’s Sake, Deploy AI the Right Way

Every day it seems there’s a new opportunity for AI and machine learning to transform people’s lives. A lot of the AI coverage is focused on futuristic advances in automation like...

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Use AI to Make Self-Service More Human

This is the first part of our series on how to dig your way out of a subpar CX. Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why...

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10 Buckets to Dig Your Way Out of Subpar Customer Experiences

For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...

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How to Create a Plan B When CX Strategies Go Awry

Creating an exceptional customer experience is no easy feat. It requires dedication, innovative thinking, integrating massive amounts of data, and implementing cultural changes across the...

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