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The Top Five Impacts of Mexico’s Telecom Deregulation on Customer Experience

New telecommunications laws recently passed by Congress in Mexico open up competition among carriers and are expected to offer multiple benefits to consumers. Within 60 days of the new laws taking...

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Financial Institutions Need a Value Proposition that Spans a Customer’s Lifetime Journey

Innovation lives at the heart of every industry. Each sector must constantly re-evaluate and refresh its approach if it is to provide consistent customer experiences that continuously satisfy and...

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Digital Marketing and the Groundhog Day Parallel

Digital marketing is a lot like the movie Groundhog Day. In that 1993 comedy, TV weatherman Phil Connors (Bill Murray) re-lives the same day over and over, constantly testing and refining new...

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Putting the ‘Voice’ Back in Voice of the Customer

Most of today’s consumers are familiar with Apple’s Siri platform, which enables iPhone users to convert voice commands into digital action. But, as speech technology begins to...

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Marrying Predictive Analytics with Sales for Greater ROI

Understanding the rapid pace of change in today's business environment is no simple task. Customer sentiment changes rapidly and churn rates wreak havoc with bottom-line results. As a result,...

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Three Ways Big Data Impacts the Healthcare Industry

The New York Times recently published a story outlining the potential benefits and dangers in predictive health analytics. The article, “When a Health Plan Knows How You Shop”...

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Bringing Best Practices to Customer Experience Excellence: The Four Benefits of Partnering with an Expert

It’s proven that contact center outsourcing can provide immediate and long-lasting productivity and business benefits. But before entering into an agreement, it’s important for...

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Personalization Drives Customer Acquisition and Retention for Insurers

Our always on, digital world is transforming consumer expectations and the way they interact with businesses. This new reality means that delivering value to consumers has become more necessary,...

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Attack of the Fifty Foot Customer

Try thinking about social media’s impact to business like this: Imagine that you’re waiting in line at a service counter (yes, an actual counter, with an actual line of people). ...

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A Snapshot View of What Keeps Marketers Awake At Night

Marketers know that they need to adopt multichannel strategies to reach consumers. However, a talent gap, the disconnect between marketing and sales, and other obstacles continue to challenge them....

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