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Blog: Consulting

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A Customer-Centric Approach to Addressing the Competitive Forces Shaping Mexican Telecom

Last September, this blog post outlined how deregulation in Mexico’s telecommunications market would fundamentally change the customer experience. These changes include how the entrance of...

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A Growing Demand for In-Line Analytics

More companies are gaining greater interest in the use of in-line analytics, and you may be wondering why. Here’s an explanation given a historical perspective. I have spent more than 20...

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Three Steps for Adopting Advanced Analytics in Financial Services

Because innovation breeds differentiation, brands are eager to pursue constant change. Financial firms, in particular, continuously struggle to break free from the stale, stagnant strategies that...

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Love Your Customers by Listening to Them

The dialogue between you and your customers is the lifeline of your business. The media industry has a bevy of digital and traditional tools for communicating with their customers. Online forms,...

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Three Ways to Build Customer Love Through Employee Customer Advocates

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...

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Eleven Steps to Prevent Your Organization from ‘Breaking Bad’

One of the questions that fans of the hit television series “Breaking Bad” puzzled over was why Walter White continued to make crystal meth after making millions of dollars and running...

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Simulated Learning Empowers Associates to Solve Complex Customer Calls

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

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The Contact Center of the Future and Its Role Delivering an Outstanding Customer Experience

Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...

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Understand These Five CX Changes in Banking for a Stronger Competitive Advantage

We all know by now that rising customer expectations and changing behaviors are compelling banks to consider how they can improve their response to customer needs.Many advanced strategies to...

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Five Next-Gen Healthcare Employee Empowerment Tips for a Superior Patient Experience

In traditional employee training programs, new hires go through rigorous programs. Rather than run through the “kitchen sink” of industry, technical, and procedural lessons in a module...

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