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How to Put Omnichannel Strategy Into Action for Healthcare

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

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Determining the Value of a Customer Interaction

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

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Five Key Strategies for Digital-First Engagement

When there’s an app for everything, how do businesses stand out?Brands face increasing competition for keeping customers engaged on a crowded digital landscape. And in a world where a...

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Customers Don’t Care About Your Quality Assurance Checklists

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...

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How to Take the Game Out of Gamification

Whether or not you realize it, there’s a good chance you’ve participated in a gamification program. Airlines, hotels, grocery stores, weight loss, wearable devices and most industries...

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The Digital Experience is Coming to a Government Near You

Buckle your seatbelts: The digital revolution that has transformed commerce is coming to governments across the U.S.You heard right. Smart local, state, and federal government leaders want to...

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Three Trends Transforming Companies’ Go-to-Market Strategies

In the past, client sales strategy was straightforward: Companies tailored their value propositions according to the needs of a target market. But it’s not so simple anymore. Buyers today...

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Giving Traditional Stores a Digital Makeover

It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...

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Voice of the Customer Data: Who Benefits From Using It and How

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

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Why the Internet of Things Could Tear a Hole in Journey Mapping

Customer journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive hole in...

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