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Retailers: Balance AI with a human touch for CX success in 2024

As the new year approaches, many retail brands are thinking about what they want to do differently and better in 2024 to improve their customer experience (CX).Making your customer journey as...

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AI research separates hype from reality. Where do you fit?

Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen.Those are some of the insights gleaned from...

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3 ways retailers can spread CX cheer this holiday season

It’s that make-or-break time of year; the holiday season has arrived. During this hectic period, many retail brands are just trying to hold on through the volume surge and hoping the...

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Startups: Broaden your hiring horizons with a CX partner

Delivering a frictionless customer experience (CX) is one of the first things a growing company needs to master if it’s going to thrive over the long term. There are so many competing...

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Improve financial services CX in 2024 by understanding customers better

As the new year approaches, financial services companies should be thinking about what they want to do differently and better in 2024 to improve their customer experience (CX).Making your customer...

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AI-human blend holds great promise for healthcare CX in 2024

Blink and 2023 is gone. Before you ask: “How did that happen?” think about what happened: The past year whipped up waves of optimism in the world of customer experience. Those with...

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CX Trends: In 2024, it’s time to look at the bigger picture

It’s the time of year when we typically identify 10 or so CX trends we believe will impact customer experience in the year ahead. For years, we’ve pinpointed tactical ways brands can...

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Impact sourcing vs. impact strategy: It takes both to truly make a difference

It’s increasingly undeniable that brands must be purpose-driven if they’re going to thrive in this competitive landscape. It’s no longer enough just to sell great products or...

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Yep, wellness is a BIG DEAL in the tech support space too

Customer support associates have a hard job, and it’s only getting harder as customers’ expectations continue to increase (rightly so, by the way). The turnover rate for contact center...

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Startups: Improve CX with cutting-edge voice automation

Nothing frustrates customers more than getting stuck in an endless automation loop when trying to reach customer support. We’ve all been there: yelling “operator” into the phone,...

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