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Blog: Consulting

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These 4 CX and EX trends should set your 2023 priorities

While it’s impossible to predict exactly what the new year will bring, some clear trends are emerging as we think about what customer and employee experience will look like in 2023. As we...

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Data offers glimpses into the future that can help restaurants today

The restaurant industry is undoubtedly facing a lot of challenges. The world may be largely “over” the pandemic, but the economic headwinds it created still loom large –...

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Feeling lost on the road to CX transformation? Look to your North Star

For centuries, explorers have used the North Star for navigation into unknown lands and open seas, due to its unwavering position in our sky. Leveraging this fixed and unchanging light in the night...

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Customer experience hits the road

Few people think much about tolls, except when they drive through them on the highway. From the operational side, however, there’s a lot that goes into creating an integrated experience to keep...

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Want to reach more customers? Start (or get better at) texting them

Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages...

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Delight customers in the experience economy: 3 ways CX can help

When’s the last time you bought a product or service from a brand and then never interacted with that brand again? It probably hasn’t happened often, if at all. Consumers, for various...

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Customer experience vs. customer relationship vs. customer success: Why your brand needs all 3

Happy customers are the cornerstone of a successful brand, but what does it really take to get them? With so many factors affecting customer interactions it can be hard to know where to focus your...

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Forrester CX conference recap: Digital-first falls flat, virtual employees cultivate culture

This year’s Forrester CX conference served as a backdrop for a deeper look at Forrester’s CX Index for 2022, which revealed that CX quality dropped for nearly 20% of brands, the highest...

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Excerpt: 3 ways retailers are combatting holiday season challenges this summer

Summer may be just around the corner, but retailers are already preparing for the biggest shopping period of the year – the winter holiday season. While supply chain issues, labor shortages,...

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Captive contact center vs. outsourcing: The most overlooked part of retail CX

As retailers contend with the latest slate of challenges—inflation, snarled supply chains, the return to experience spending—there’s no overstating the importance of having a high...

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