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Blog: CX Innovation

Recent Posts

Reinvent the “New Normal” Customer Experience

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

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Survey: 67% of CEOs Expect to Hit Original 2020 Growth Targets

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

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Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to...

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Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

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3 Ways to Revolutionize Customer Service After the Pandemic

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious...

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Financial Customer Support is Swamped. Messaging Automation and Contact Center Outsourcing Can Help

Watch the on-demand webinar, “CARES Act NOW – Financial Services: How to connect with your customers in a socially distanced world” to learn more about how banks and other...

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Get Smarter about Contact Center QA Insights

It’s unquestionable that contact center compliance teams are data driven. From measuring call volume to completion rates, it’s critical for organizations to collect compliance data in order to...

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Getty Images: The Secret to Impactful Images is Thinking Consumer First

What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...

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How sustainability is reshaping relationships with consumers and clients

On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change. “It’s going to take collective action from big companies...

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How to Win Brand Loyalty in an Age of Choice

It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...

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