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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...

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...

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...

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...

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...

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...

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...

Millennials live a fast paced, connected, and instantly gratifying lifestyle. But they are also a passionate, socially conscious, and progressive group of individuals that can’t be put into a...

Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video? How do we maintain a connection, project energy,...

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...