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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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3 Ways to Rewrite the Retail Playbook

At a recent CommerceNext conference in New York City, retailers shared ideas and insights on how they’re changing their playbook to meet the needs of today’s customer. Here are three...

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Evolve the Contact Center With Thoughtful Automation

Just because you can automate something in the contact center doesn’t mean you should. To know which tasks to turn over to a machine is a challenge, as one must balance core service goals...

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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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Uncover Profits By Measuring Customer Lifetime Value

Customer lifetime value (CLTV) is an important tool that companies can use to allocate their resources to gain the most benefit. It’s a metric that measures the amount of value a customer...

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What’s In a Name?

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as ...

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Three CX Lessons from the Three Lions

Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder...

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Identify (and Overcome) Obstacles to Omnichannel Success

Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organizational silos, data integration gaps, and many other challenges...

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CX Bright Spots on Display at CX NYC

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

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