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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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Addressing CSOs’ Biggest Challenges

Increasing sales is a priority for organizations. However, in a competitive environment that has many business leaders deciphering customers’ changing needs while being more cautious and...

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Six Steps to Achieve NPS® Success

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...

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Getting Out of the Weeds: A Strategic New Approach to Increasing Sales

Chief sales officers, like fighter pilots, understand the strategic importance of navigating the OODA (observe, orient, decide, and act) loop; they also know all too well that it is becoming...

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Why the Employee Matters to Customer Centricity

Your employees are the brand personified, and it’s critical that they have the skills to embody what you want your brand to represent. Lamont Exeter, Vice President, Learning &...

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The Building Blocks of a Dynamic Contact Center

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

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Trustability: a Capitalist Tool

  "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." –Margaret ThatcherThe clash between trustability and a company's own...

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Size Does Not Matter: Six Reasons to Take Your SMB Channel Strategy to the Cloud

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...

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Consumers Demand Multichannel Interactions: Six Best Practices for Deploying Agile Channeling Platforms

The explosive growth of smartphones, texting and social media have forever changed the customer service landscape. The messaging, chat, mobile browsing, and app-based capabilities of smartphones...

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Breaking the Vicious Cycle Part 3

This is the third blog in a three-part series. The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make...

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