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We live in a world where everything but experience is being commoditized, and experience delivers greater returns when done well. That’s why organizations need customer-centric leadership to...

This is the first part of our series on how to dig your way out of a subpar CX. Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why...

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

The financial services industry is working hard to digitize customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions...

We live in an exciting time where innovation and disruption happen at the pace of our customers, at the pace of data. In an era of AI and amazing technology gains, one simple fact remains—we...

The holiday season is fast approaching, and many organizations are anxious about what’s around the corner. This time of the year retailers are faced with waves of customers craving new...

Many organizations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty....

For many customer experience leaders, trying to keep up with the processes, journey maps, and data points that make up today’s customer experience can feel like being on a boat that’s...

At a recent CommerceNext conference in New York City, retailers shared ideas and insights on how they’re changing their playbook to meet the needs of today’s customer. Here are three...

Just because you can automate something in the contact center doesn’t mean you should. To know which tasks to turn over to a machine is a challenge, as one must balance core service goals...