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Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...

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Aflac and Others Illustrate the Connection Between Customer Engagement and Social Issues

The name of the game for The BRITE ’19 at Columbia University was building an impactful brand through purpose, technology, and cooperation. Attendees learned that creating genuine...

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8 Digital And Social Trends to Watch in 2019

As we see the pace of disruption and transformation accelerating across all industries, it should come as no surprise that digital interactions and social media would have shifted as well. These...

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For Actionable Customer Intelligence, Try Small Data

When it comes to data, more isn’t always better. Does more data lead to better decision making? Not necessarily, according to a recent CMO Council report, Bringing a Human Voice to Customer...

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Evolving Customer Care for the Millennial Generation

Millennials are a force of nature in today’s marketplace. Supercharged with a sense of purpose, connectivity, and drive, they are bringing innovation and change into the workplace and...

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Harness the Voice of the Customer 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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4 Ways to Rethink Health Insurance Open Enrollment

Every year, it costs more to convert fewer health insurance prospects. The current approach to open enrollment isn’t sustainable. Luckily for payers, the status quo isn’t the only...

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What It Takes to Be a CX Expert

The old saying, “Don’t talk the talk, if you can’t walk the walk,” has never been more relevant to the world of customer experience. According to Forrester 72 percent of...

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Employee Engagement Best Practices for Hypergrowth and Beyond

When leaders describe their vision for disrupting an industry, it often hinges on what that looks like for customers. It's about surprising and delighting them while making the experience...

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It’s Valentine’s Day…. Do Your Customers Love You?

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

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