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Blog: CX Innovation

Recent Posts

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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5 things retailers should consider when it comes to nearshoring

Retailers face numerous pressures and challenges: just one bad experience can turn a customer off a brand and companies are expected to deliver 24/7, personalized, omnichannel experiences faster...

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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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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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Action is needed to retain top high-tech talent

As high-tech companies charge ahead with plans to drive renewed growth, employee demands to retain a virtualized work environment has thrown a wrench into those plans. There are no easy answers but...

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Worried about losing employees? Agencies should embrace a home-based approach

There’s no question: the public sector, like many in the private sector, is facing unprecedented labor challenges. Agencies face the headwinds of a changing labor market, in which employees...

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3 ways retailers are adapting to higher customer expectations

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations...

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Digital transformation vs. business transformation: Both are critical to brands’ success

Evolution is key to any brand’s success, especially in a fast-paced world where technology and opportunities are constantly changing. Standing apart from competitors requires continual...

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