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Creating an exceptional customer experience is no easy feat. It requires dedication, innovative thinking, integrating massive amounts of data, and implementing cultural changes across the...

Customer lifetime value (CLTV) is an important tool that companies can use to allocate their resources to gain the most benefit. It’s a metric that measures the amount of value a customer...

There is a discussion brewing among contact center leaders about what to call the front-line employees who handle calls and other customer interactions. Historically they have been referred to as ...

Here we are everyone, just a few weeks ago we all had the amazing opportunity to watch one of the greatest World Cups unfold. And despite my Scottish roots, the public couldn’t be any prouder...

Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organizational silos, data integration gaps, and many other challenges...

The recent Forrester 2018 CX NYC highlighted brands that understand what it takes to deliver to exceptional experiences to consumers. Amid digital transformation and the so-called retail apocalypse...

It’s not a secret that engaged employees are the best types of employees. Even fiercely loyal employees, though, need help staying connected to a company brand. Loyal and engaged employees...

Smart retailers know that consumers expect omnichannel experiences. Even smarter retailers understand that the omnichannel goal posts continue to move. Retailers must balance business objectives...

The moment has come, and The World Cup has already shocked and awed since we last highlighted some fantastic brands that scored in their marketing campaigns. And now that everything’s...

Retailers today face an unprecedented rate of change. Many malls are empty, e-commerce is taking a larger share of the pie, and consumers are spending more on experiences than products. Media...