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Many companies have the best of intentions about delivering differentiated, valuable customer experiences. Yet in many cases, their technology does not evolve as quickly as the rest of the business...

When customers look for information about products or services, their first stop invariably is the use of a search engine. Because search engines are used so often by customers, paid search now...

Recently, Barcelona played host to the annual Mobile World Congress, where telecom carriers, consumer electronics makers, digital players, and others came together to promote new ideas, gadgets,...

Many companies are interested in taking advantage of cloud technology capabilities but are still hesitant due to uncertainty about how to best utilize cloud technologies in their environment. In...

The state of healthcare in the United States has been in the spotlight for years, only ramping up in public scrutiny in the past months. Changes to the healthcare landscape and the influx of new...

Data is the key to success. Having the right information in hand can make a difference between closing a sale and losing a customer.Businesses—like individuals—get one chance to make a...

Companies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn't good enough to say that improvements in customer experience...

Being “trustable” means being proactively trustworthy. Among other things, this may mean preventing a customer from making a mistake, even when that mistake would generate...

Engaged employees are the backbone of an organization. But while business leaders recognize the importance of an engaged workforce, several organizations have been facing high levels of...

Though “content is king” may be the phrase du jour, there’s no denying that marketers are putting more emphasis on this particular tactic than ever before.According to the Custom...