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A Parallelogram: The Flu and Bad Customer Experiences

On January 11, 2013 the CDC announced that influenza has officially reached epidemic proportions in the U.S., with 7.3 percent of deaths last week caused by pneumonia and the flu. But the American...

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The Direct Relationship between Stock Price and Customer Experience

  Customer sentiment and the customer experience directly affect stock price. Just look at this infographic from Derwent Capital Markets (DCM Capital), who used a social media sentiment...

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Tuning In to Customer Experience Technology

Customers share a great deal about themselves through their multichannel interactions. Between social media posts, recorded contact center exchanges, email, text, and other types of communications,...

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Using Big Data to Attract and Retain the Digital Banking Customer

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

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Scoring with Customer Experience Customization

Growing up playing football, or soccer as it’s commonly referred to in North America, it was essential to look the part on the pitch. We wanted to wear the same cleats that football legends...

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A Look Into the Future of Customer Interactions

Customers are on the go. So why shouldn’t customer service go with them? Lamont Exeter, Vice President, Learning & Performance, explains how the future of customer interactions will be...

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All Customers Want for Christmas – Make it Easy for Them to Find What They Need

Many retailers are looking ahead to the approaching holiday season with a mix of hope and concern. Although sales for the holiday shopping season are expected to rise 3.5 percent to 4 percent,...

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The Five Critical Elements of a Social Recruitment Strategy

Social media is ingrained in our lives. It is not one particular brand-named website, like Facebook or Twitter, but rather a concept. With social media, we all have a voice. It’s because of...

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Working Towards a Healthier Workplace and Workers

Good health is a major consideration for most of us. But it’s not only individuals who should be trying to maintain their good health—employers also have a vested interest in keeping...

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You're Invited to Crowdsource the Future of Hospitals

For over 100 years, the hospital has been the core of our healthcare system, and a pillar of every community - the central hub where people enter and leave this world, and where scientific...

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