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Does CX Have a Multiple Personality Disorder?

Have you noticed how many companies tout themselves as CX leaders? Marketing agencies and data warehouse firms claim CX supremacy through their data and digital prowess. Communication and feedback...

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Want Actionable 360-Degree Customer Views? Start with these 4 Steps

Consumers are generating incredible amounts of data each day. Consider this: It’s estimated that Google processes over 70,000 search queries every second, which translates to about 5.8...

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How VR and AR Will Reshape Employee Training

It’s time to let Walter go. You look at his list of transgressions next to your coffee, your coworkers chatter nearby, and keyboard clicks trickle in the background. You two talk—it...

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Check Your Priorities—Are You Really Putting the Customer First?

Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile,...

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How to Modernize Employee Engagement in 3 Simple Steps

Organizations have realized the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we...

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5 Trends That Are Transforming the CX Landscape

Efforts to understand and improve the customer experience have evolved from a niche strategy into a key differentiator for companies worldwide. Companies are making strides in analyzing the...

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Customer Experience Leaders Reveal Their Summer Reading Lists

There is no time like the summer to kick back and read a good book on customer experience. My personal favorite this year was Bruce Craven’s Win or Die, an incredibly insightful and fun take...

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Research: The Future of Customer Service is an Adaptive Workforce

One of the hottest contact center topics in 2020 will be hybrid human and AI workforces, according to the State of Customer Service 2020 report by the Incite Group. Contact centers are increasingly...

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4 Best Practices to Redefine Back Office Services

Whether it be politics, athletics, or business, what happens in the backlines is just as important as the front. An organization’s back office services work, which includes non-customer...

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