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Blog: CX Innovation

Recent Posts

Master CX and VOC Insights, Win the Experience Economy

We live in an experience economy where information gathering, sharing, and product consumption is possible 24/7. In today’s fast-paced world, social interactions in particular happen quickly:...

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Differentiate Your CX with Emotional Connections

We’re experiencing an explosion of choices. The digitalization of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the...

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Innovation in Retail: Brands get Experiential

The so-called “retail apocalypse” wasn’t the doomsday that many foretold, but the aftershock is still being felt. In 2019, year-to-date, 5,399 U.S. retail stores have closed while...

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If Your CX Strategy doesn’t include Employee Performance, You’re Doing it Wrong

Investing in the customer experience while neglecting one’s employees is like building a house with a grand exterior that lacks inside plumbing, heating, and electricity. Sure, the house...

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Customer Experiences that Fall Flat—And How to Fix It

Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting...

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Will the Right CX Transformation Please Stand Up?

One can’t help but notice how many companies tout themselves as customer experience (CX) leaders. A performance marketing firm claims CX supremacy through their data and digital prowess. A...

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For Actionable Customer Intelligence, Try Small Data

When it comes to data, more isn’t always better. Does more data lead to better decision making? Not necessarily, according to a recent CMO Council report, Bringing a Human Voice to Customer...

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What It Takes to Be a CX Expert

The old saying, “Don’t talk the talk, if you can’t walk the walk,” has never been more relevant to the world of customer experience. According to Forrester 72 percent of...

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CX Leadership Corner: 9 Ways to Effectively Communicate via Digital Presentations

Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video? How do we maintain a connection, project energy,...

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Three Lessons in Building Customer Trust

The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...

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