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Even in the digital age, human interactions remain a critical part of customer satisfaction. Knowledgeable and experienced associates play a vital role in helping customers and driving loyalty. But...

When selling to small and midsized businesses (SMBs), the first step is to throw out your big business playbook. SMBs face a unique set of challenges that call for different selling strategies....

Mobility and digitization have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his...

Today, the proliferation of data from more and more sources is setting the stage for new, advanced decision making and therefore thrusting analytics to the fore. Organizations are increasingly...

It’s well known that President Donald Trump has made job creation one of his signature issues, with corporations already pledging to hire more people in the U.S., as well as repatriate jobs...

Many companies today are faced with the reality that cybersecurity is a critical issue and it is difficult to protect customer and employee data. Coupled with the rise of cloud technologies and an...

The automotive industry isn’t about products anymore. It’s about relationships. Vehicles are becoming more and more alike, and even impressive technology is being co-opted and...

The need for retailers to find new ways of enticing shoppers is not news, but the sense that retailers are under more pressure than ever was a major theme at the National Retail Federation’s...

Customer experience is changing at lightning speed. It’s hard to keep up with what’s happening today, let alone step back and think about how to prepare for the future. So we did it for...

Memorable. Unique. Surprising. Positive. Enjoyable. These are just a few of the ways consumers describe interactions they consider to be “Moments of Wow” with their favorite brands....