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Ten Contact Center IVR Best Practices to Improve CX

Let’s face it: customers hate using Interactive Voice Response systems (IVRs). They particularly dislike having to enter a seemingly endless series of prompts, wondering if they’ll ever...

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The 3 Customer Journey Layers that create the most impactful CX Maps

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

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Connect With Humans, Not Consumers

The advertising and marketing industry has been in a state of flux for several years now, and 2018 was no different. Brands sought more control over their ad dollars; new privacy regulations were...

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Customer Experience Outsourcing: 5 signs you need it and 5 signs you don't

Not every company needs an outsourcing partner. As a customer experience outsourcing organization (CEOO), this seems like an antithetical statement. But with a track record of having developed and...

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Research Shows Digital Transformation Maturity Across the Enterprise

A recent report, “The State of Digital Transformation,” echoes what business leaders of every stripe are realizing: digital is pervasive. Firms are under pressure to adapt or create new...

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Top 2019 Customer Experience Trends Shaping Customer Service

As we welcome another New Year, the race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s...

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Key Customer Takeaways from Retail’s Biggest Event

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail...

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Customer Journey Maps: Which Framework is Right for You?

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

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Three Lessons in Building Customer Trust

The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...

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For the Customer’s Sake, Deploy AI the Right Way

Every day it seems there’s a new opportunity for AI and machine learning to transform people’s lives. A lot of the AI coverage is focused on futuristic advances in automation like...

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