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How Is That New Year's Resolution Going?

Have you stuck to your New Year's resolution? If not, you're not alone. U.S. News states that 80 percent of Americans abandon their resolutions by February.One resolution that is worth...

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Santa Serves Up Great Service This Holiday Season

This season, Santa Claus is everywhere. He’s at local retailers or in the mall, ready to hear kids’ wishes and take photos. He’s dropping off toys and presents to the needy. I...

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What Does a Connected Customer Experience Look Like?

The world is becoming more connected every day. In fact, more than 20 billion things – from mobile phones to household appliances, cars to medical devices – will be internet-connected...

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Beyond the Bot Buzz: Balance Humans and Automation

There are plenty of buzz-worthy discussions happening in the customer experience space around automation, artificial intelligence (AI), bots, and the like. But just because you can automate...

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2017 Predictions for a Wow Customer Experience Future

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....

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Customer Experience Leaders Share Challenges at Call Center Week

Last week's Call Center Week event brought together more than 1,000 practitioners, technology providers, and other customer experience experts to discuss the latest trends in customer...

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