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Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement...

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Forget Knowledge is Power; the Right Knowledge Is Even More Powerful

For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge. At a time when there&rsquo...

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Fraud Attacks are Rising. Here’s How to Proactively Fight Back

We live in a digital world but as consumers and brands embrace the ease, convenience, speed and other perks of going digital, we are increasingly susceptible to its dark side: fraud. The enthusiasm...

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5 Tried-and-True Tips for Staying on Top of Seasonal Surge Demands

Lost revenue. Employee burnout. Customer frustration and attrition. These are the business impacts of being unprepared for seasonal surges in customer demand. Seasonal surges range from the...

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5 Ways to Create the Right Retail Experience

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

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Why Alexa Will Hit a Wall without Channel Orchestration

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

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Put the Customer Back in Customer Loyalty

“Your customers don’t need to be loyal—you need them to be loyal,” said Emily Collins, principal analyst at Forrester, at a recent Consumer Marketing forum: Beyond the...

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Up Next on McDonald’s Menu: Personalization Innovation

The question, do you want fries with that, may soon be replaced with a more personalized question. McDonald’s recently acquired Dynamic Yield, an Israeli tech personalization company, for ...

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Master CX and VOC Insights, Win the Experience Economy

We live in an experience economy where information gathering, sharing, and product consumption is possible 24/7. In today’s fast-paced world, social interactions in particular happen quickly:...

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Europe’s Rocky Path to Digital Transformation: What to Expect Next

For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm,...

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